Since purchasing my first S19 in September 2013, I have been a TB devotee -- and yet I continue to be amazed and impressed with the company, their people, the bags and, most of all, the level of excellence in customer service that I can only hope my own organization will someday strive for!
A new (at least to me) feature and yet another indication of this excellence is the Return process on the TB website. It used to be that I went to the website to fill out a return form and then take the package to UPS for mailing back to Seattle, which from Northern California costs $12-$18. Now, there is a handy online form that TB's customers (US only, I think) can fill out and generate a prepaid UPS return label for which a flat rate of $10 is applied.
TB bags are so wonderful that I keep most of the bags I order but the return policy has always been generous, in my opinion, and the process painless. However, it's now even better. When a company takes that extra step to make it easier and less expensive for customers to RETURN their products, that company has me as a customer for life. Or as long as my money lasts. Thanks, TB!