Milk Storage Bag Company Does Right After Mom Finds Defect

After Jessica discovered holes in the plastic milk storage bags in which she kept her breastmilk, she emailed the manufacturer, Lansinoh, about the defect. Jessica got back a heartfelt apology. On top of that, they also sent her several times the amount of replacement bags than she would have ever expected to make up for the defective bags. This makes Lansinoh the newest entrant in our “Above and Beyond” hall of fame.

Jessica writes:

I am a new mother who chose to breastfeed my baby while going back to work. To accomplish this I had to pump milk and freeze it during the day. I used Lansinoh milk storage bags, and was always very happy with them. (For those that haven’t seen one – think small ziplock-style bag) One day I found 3 bags in the same package that had a small hole on the corner (where the bags were incorrectly heat-sealed). Luckily the holes I did find were small and only a couple drops were wasted, but I just couldn’t risk having a bigger hole or having the bag split when it froze. I unfortunately had to throw that pack away.

I e-mailed the company:
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I have been using your breastmilk storage bags for 9 months now. They are the best I’ve found, and I have been very happy with them.

Today, however, I pulled 3 bags in a row that had holes in the bottom corner where the bag is sealed. Considering how many bags I have gone through I’m not shocked to have found a hole, but considering there were 3 in a row with holes in the same place made me think it was a defect when the bags were made.

I would appreciate any reassurance you can offer that this was an isolated problem and that I should continue using these bags.

I buy my bags in 3-box packs and I would like to know if I shouldn’t use the other 2 boxes I have.

Thank you,
Jessica
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I received the following reply the same day:
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Jessica,

First I would like to apologize to you for the unpleasant experience you are having with our Milk Storage Bags. Unfortunately, this sounds like a manufacturers defect and I would like to thank you very much for notifying us of this problem. I can only imagine how frustrating and disappointing this must have been for you. This company was founded over 20 years ago by a breastfeeding mother for the sole purpose of supporting breastfeeding and I am so sorry that one of our products has not only failed to make things easier for you but has created quite the opposite. It takes an enormous commitment to breastfeed, even more of a commitment to provide breastmilk in your absence. To know that a product of ours has challenged you even further is a terrible thing for you and for all of us here at Lansinoh.

Do you still have any of the defective bags we can get back from you and forward to our manufacturer for review?

I would like to compensate you somehow for your loss, we would be more than happy to send you a replacement box. Again, I am sorry for the trouble this has caused and if you have any questions or if I could be of any further assistance please feel free to contact me. I look forward to hearing from you soon.
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I replied to let them know I did still have the defective bags, and they offered to send a package of replacement bags with a self-addressed stamped envelope so I could send them back. Lansinoh sells their bags in boxes of 25 or 50, so I expected to receive one of the 25 count boxes with my envelope.

Within a couple days I received a box with the envelope and THREE 50-count boxes of bags. They exceeded my expectations to make it right.

I would appreciate you sharing this story to add to the list of the good guys that are still out there.

Thank you,

Jessica