The story:
I had one of those vacuum bags (also called Space Bag) in my storage unit, with some cushions in it.
One day I was getting something from storage and noticed that the cushions were inflated. I took the bag out and wondered if they had gotten ripped by some chicken wire that was a bit too close to the bag.
I brought the bag upstairs and took a good look at it. I couldn't find any holes.
Then I tried to vacuum the air out a few times. After a few hours, the bag would be inflated again. My suspicions were confirmed: there was a leak.
After some more searching, I found the leak.
I tried fixing it myself, and even following some people's advice on the internet: using packing tape, duck tape, etc.
Nothing worked. The air would still come in after a few hours.
So I had the brilliant idea of calling the company and asking them what to do.
The customer experience:
I called customer service and my call was quickly connected to an agent.
I had barely started telling the person on the other side of the line that there was a leak on the bag, when she responded "I am so sorry that you experienced this. We would like to send you a refund so that you can buy a new bag."
I was very pleasantly surprised!
I had called to ask how to fix the leak and instead they gave me a brand new bag.
I got much more than what I had asked for.
That is a great example of outstanding customer service.
Congratulations Space Bag for your great job on delighting the customer!
