See the big hole in the Reindeer Pajama pants? I called American Girl today because the back seam on the pants split and frayed after only two wearings by Laura’s American Girl doll. I am amazed at the result! It was literally some of the best customer service that I’ve ever received. The pants are part of an entire set that also includes a shirt, reindeer antler headband, and slippers. All I really wanted was to return the pants for a new pair. When I explained the situation and mentioned that returning the pants to a store is difficult because the closest store is two hours away, the customer service representative was extremely apologetic. American Girl is replacing the pants and I don’t have to return the other pair. If they can’t replace just the pants, they will replace the entire outfit. When I inquired about returning the pants with the hole, I offered to pay for shipping. The representative said, “Absolutely not. If we sell an inferior product, we replace it. American Girl is made to last.” Also, during the course of the conversation with her, I mentioned that the Reindeer Pajamas were part of Laura’s first trip to an American Girl store and I had bought her first doll. The woman asked how her trip was and if everything was exactly as we hoped. I explained how great the store experience was and how excited and happy Laura was. The representative responded with, “That’s so great!” and she sounded genuinely happy that Laura’s experience had been so fantastic. I spent 20 minutes on the phone with the representative and was just impressed with her attitude. Originally, I was annoyed that a doll outfit cost $28, but I have to say…. Today took away all my annoyance. It made me feel good that a company actually cared and they took the time to ask all about Laura’s experience too. My initial reservations about shopping there because of the cost are gone. Any company with an attitude like that merits my repeat business. Thanks American Girl! Oh, and the new Reindeer Pajama pants should arrive in roughly 6-10 business days.