FCB stands behind our products

Dear Jim and Joy,

As owners of the Flying Circe Bag Company, I am sure you receive many letters. I know you are busy people and have a business to run but I hope you take a few minutes to read my letter.

My husband, a sailor of 20 years, volunteered for a six month tour in Afghanistan. A week before he departed Norfolk, we purchased one of your products from the Norfolk Navy Exchange. It was a sharp looking sand colored camouflage bag with U.S. Navy embroidered on it. He was able to take one sea bag and your backpack to his next stop for two weeks of Army training.

When I spoke to him the next day, he told me the zipper in his backpack was not working properly. It was supposed to unzip from either side but it was only zipping one way with a struggle. He was quite concerned because he still had the long trip to Kuwait for additional training before his ultimate duty station in Afghanistan.

I contacted the Navy Exchange to see what could be done. They instisted that I return the bag to them for a possible exchange. I explained that I could not do that since my husband had the bag in his possession elsewhere. They said there was nothing they could do.

I asked them if they could give me the vendor of the backpack and they provided your company's name. I looked up your web page and from that found the Military Sales Representative, Ms. Margo Freedman.

I sent her an email just after noon and within the next hour Margo contacted me at work. She was very helpful and said she could send a replacement bag to my husband if I had a mailing address. I was able to contact the my husband's OIC (Officer in Charge) and he provided the address. The OIC recommended the package be sent via UPS or FEDEX. I emailed the address to Margo and told her that I would pay for the shipping cost. Within an hour, Margo provided me with a FEDEX tracking number and promised the bag would be delivered within three days.

Margo was true to her word. My husband has the new bag and is relieved to know when he packs at the end of this week his bag will safely hold its contents. I cannot believe how fast Margo was able to resolve our problem.

It seems like there aren't many companies that stand behind their products. Customer satisfaction seems to be the furthest from their minds. But my experience with Flying Circle Bag Company has left me feeling very satisfied. Margo was very helpful and reassured me that she would take care of it. She said we had bigger things to worry about than the bag. How true!

I just wanted to let you know about the wonderful sales representative that you have working for you. I hope you appreciate her as much as we do.

And Margo,

Thank you for all that you have given.

My husband received the replacement bag that you FedEx'd to him.  He was so relieved. I told him how wonderful you were. From the bottom of our hearts we thank you for being so kind and so professional.