Fantastic customer service and a great bag too!
I Just took delivery of an Aeronaut at the beginning of January. Amazing bag. Can't wait to take it to England and Germany next month. But this is not really a review (I will post one of those later).
I never heard of Tom Bihn bags even though I have followed for some time a "one bag" travel creed. I even lived in downtown Seattle for over 8 years. Should have heard about TB. Instead, companies like Eagle Creek, Victorinox and Tumi formed my collective luggage consciousness. It was only by accident that I bumped into several light travel, "one bag" sites, all of whom introduced me to the world of TB. (I was bored and wanted to see if I could learn more about successfully folding dress clothes and jackets) With my curiosity seriously peaked (never saw so many positive reviews and detailed product testimonials) I took the plunge and ordered packing cubes and the Aeronaut on Christmas Day. I checked the three day delivery option knowing full well I would probably get these items in 5 or 6 days due to the holidays and awful NW weather situation. I could even wait until the 5th of January if need be. I thought I had plenty of buffer time.
Due to the really bad weather in Seattle over the holidays combined with an even more extreme holiday shipping backlog, my Aeronaut was to arrive on the day I would leave on a major business trip. A big disappointment since I had just given away my trusty rolling luggage to a neighbor. What was I to do?
I had already written to TB due to my carelessness in ordering. I forgot the legendary Absolute Shoulder Strap. Casey Anderson, shipping lead, quickly responded. He kindly let me know they would include this with my original order. I was very impressed. Based on having already contacted Casey I decided to write him once again, asking if there was a way to get everything to me by no later than the 5th of January. I asked nicely, knowing it would pretty much take a small miracle (the products were already in the shipping pipeline).
Well, I was definitely surprised by the outcome. Thank you, Casey, for what you did. TB will get my bag business from now on. I received my Aeronaut and accessories the very next day. How was this possible? Casey had commandeered the shipment and had everything moved up to next day delivery. I didn't even know you could do this. It beat my best expectations! Fantastic customer service on your part, Casey. So, if any of you need another reason to buy products from Tom Bihn, here you go. Well made bags of all types, American labor and stupendous customer service. You guys rock!