My experience was mostly good. I initially emailed the J.J. Cole customer service on August 17 (a Friday):
I received a response on August 21 (a Tuesday):
I supplied the requested information and pictures the same day and received this email the following day:
I was very pleased with the fast responses and I was happy they were willing to resolve my problem so easily. Unfortunately, as can be seen by my lack of blog posts, life got in the way. Between people in the house getting sick and a bunch of family functions popping up where I needed to actually leave the house and use my diaper bag, I didn't get back to them in anything even remotely resembling a timely manner. I realize they needed to have the bag or see it destroyed to ensure I wasn't going to keep using both bags or sell one on Ebay but it was really inconvenient not to have a diaper bag to use.
Fast Forward to October 15. I responded and asked if the exchange was still possible and I got a response the next day that the number I was given would be held open for 30 more days. Then came another gap on my part as I needed the bag again. I chose to send a picture of the bag destroyed because I wouldn't have to pay for return shipping and it would save some time. I sent the pictures on November 9, and received this email on the 12:
Thank you for the image of the cut diaper bag. We have the new one on order and you should receive this within the next 5-10 business days. Please contact us and refer to reference number 911217 if you have any questions on this shipment.
On November 30, I still had not received the bag so I sent this email:
And yes, I realize I was slow to respond at one point myself but a lot of that was because I didn't want to have to carry baby stuff around in reusable shopping bags.
On December 3, I received this repsonse:
We apologize for the delay. The item was temporarily out of stock. We show this shipped November 30th through UPS. Please log onto www.ups.com and enter tracking number ########### to follow the progress of your shipment to your home.
Coincidentally, the bag showed up that very day. All in all, I'm very pleased that J. J. Cole worked with me and fixed the problem I was having. The only complaint I have is that the new bag took so long to get to me. I wish they would have sent a message my way to let me know the bag was out of stock.
So there it is, my long-overdue update.