It’s great to find a company that stands behind the products that they sell—even beyond the stated warranty is over, and even after the products have been used for their intended purpose for an extended period. Rachel learned that online diaper retailer Cottonbabies.com is one of those companies, and wanted to share her experience with Consumerist readers.

I am one of those few mothers who decided she really wanted to do cloth diapers on her baby. Trouble is, cloth diapering has been out of style for decades, and it’s hard to find a local place to buy cloth diapers let alone find someone who actually supports doing cloth rather than disposable. Thankfully, the Internet gives you great access to lots of cloth diapering information from how to do it, what to buy, and where to buy it. I chose to buy from cottonbabies.com because of all the articles and support they have to help their customers be successful with cloth diapering. I just didn’t realize how committed they were to helping their customers use cloth until last week.

Last August, two months before my child was born, I bought $600 of a particular brand of cloth diapers from them. (I know, $600 sounds like a lot, but I was planning to use them with a 2nd and possibly a 3rd child, so I bought more than recommended to rotate through them more and have them last longer.) I diligently followed the directions in the care of these diapers from day one. However, they started leaking on me. I read through the FAQs on cottonbabies.com to try and solve the leaking problem. It would work for a few days, maybe even a week, but then they would start leaking again. I did everything they recommended to get the leaking to stop and nothing worked. Finally, I gave up and packed them up. I then wrote them an email in the afternoon of Tuesday, June 30 describing the problems I have had, trying to fix it, and finally just giving up. I honestly didn’t expect anything for the diapers because they had been used for 9 months and definitely looked like it. I just wanted to let them know that the diapers I had purchased didn’t work.

I received an auto-reply email from them about an hour later stating that they had received my email and they would respond soon. I really didn’t think anything about that. I was amazed, however, that a CSR replied with a personal email to me that same evening and asked me to call them the next morning. I’ll admit I was hesitant to do so because I figured I would just get the run-of-the-mill try to convince to try everything I have already tried to fix the diapers phone conversation. I was pleasantly surprised. I talked to Angie who just talked briefly to me about the fit (I assured her I had already tried that), and then she promptly asked me if I wanted replacement diapers or a full store credit for them. (She also asked me if I had found any other cloth diapering options that were working for me. I told her I had, but I really didn’t want to spend much more on diapers. I appreciate the fact that she was that concerned with my current cloth diapering situation.) Since I was disenchanted with the brand I had originally chose, I opted for the store credit. She had me return my current diapers which I did that morning. One week later (July 8), I received an email stating that they had received my diapers and that I had a full store credit waiting for me. Because of this, I can now try different brands of cloth diapers without feeling I’m just going more in the hole. This company really made me feel like I have a supportive and trustworthy place to go in my often lonely efforts to cloth diaper. Thanks for your help.

Now, that’s a company that really believes in the product they sell—even when they aren’t the manufacturer. It’s the company’s dedication to cloth diapering in general that made Rachel’s experience so special and earned her trust.
(Photo: terren in Virginia)

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