Everyone should know by now, how I feel about good customer service [or lack-there-of]. I have another story of phenomenal customer service that I need to share.
Grammy had bought Lucy an
Oval Animal Bag [
Stuffed Animal Storage and Soft Seat] for Christmas. I just thought this was a great idea and made quick use of it! We even incorporated the bag into Lucy's bed-time routine. Every night, she has an
animal swap where she trades in last night's animals and gets new ones to sleep with that night.
Let me back up . . . Shortly after originally stuffing the bag, I noticed that one of the mesh windows was pulling away from the zipper. It started as a very small tear but over time, became larger and I feared that it would become something that Beatrice could get her head stuck in [not to mention, the animals would spill out of]
Anyhoo, I sent an email to the manufacturer, Boon, Inc., to tell them of the tear.
Hello customer service rep!
I received an oval animal bag as a gift for my daughter. After owning it for about a week or so, I noticed that the mesh panel on one of the "doors" is pulling away from the zipper.
I am concerned that my 7 month-old daughter will get her head caught in it. I have tried to think of ways I could repair it, but have come up with nothing. [Unfortunately, with an infant, tape is out of the question]
I would hate to think I need to take it away - it is such a great thing to have! We like to sit on it while reading stories, then my older daughter [3] likes to trade in stuffed-animals every night before bed and chooses a new sleeping buddy.
I do own and LOVE many of your products. And, they are always on the top of my gift-giving list.
Thank you for you help in this matter.
best,
kristin
To this, they responded:
Kristin,
Thank you so much for your email. I am so sorry to hear about your recent experience with the Animal Bag. That is definitely not the experience we want you to have when using Boon products.
I would like to replace this immediately so your child's stuffed animals have a home. At your convenience, please send me back the damaged portion of the zipper, as well as the Boon logo tag on the side of the Animal Bag. (There is no need to send back the entire bag). Please make sure a portion of the colored fur is showing so we make sure to send the correct replacement Animal Bag. Please also include your mailing address. These items can be returned to my attention at the address listed below in my name tag. Upon receiving the items mentioned, above, we will immediately send a new Animal Bag out in the mail for you.
Again, I am very sorry for your experience. Thank you so much for taking the time to contact us and allowing us the opportunity to remedy this situation. Please let me know if you have any questions.
Sincerely,
Katrina
I must say that cutting out the panel was a real leap of faith - what if they did not replace the bag? I would not just have a small hole but a large gaping one . . . and, we [I] really
love this bag!
True to their word, a few days after sending back the panel, I did receive a whole new bag!!
[I honestly do own a bunch of their products and do give them regularly as gifts.]
Oval Animal BagStuffed Animal Storage and Soft SeatThis oversized, plush bag is covered with large, zippered windows made out of transparent, durable mesh. Children can fill the bag with stuffed animals of all sizes, and then use the Animal Bag as a soft seat. Made from high quality, breathable fabrics, the Animal Bag is machine washable, or it can be dry-cleaned.
Boon, IncHopefully, Auntie Janice can make something cool, on her quits, out of the fabric from the old bag - it's much to nice to just throw in the trash . . .
