First off.... you're still alive?
Second, I'd almost +1 Jordan's post. I'd expect to be made whole for the fkup. If all the chips finally fell and that were not the case, I'd be letting people know just exactly who they were dealing with. While I think the suggestion of 20% off a replacement is outstanding customer service, and invaluable PR, it is certainly not required.
I'd like to think that the person who told you about the 10% off just failed to communicate that the'd comp you the difference between what you ordered and what you got on the previous order.
Post-sale service is not the place to save money....
Did you notice that they said he'd have to send back the original bag that was the wrong size in order to get the 10% off? In my mind, that'd only shake out if they credited him back the entire purchase price he paid in the first place, and then he can make a new purchase of the bag of his choice with 10% off. That'd be okay IMO.
