Really challenging experience dealing with the war...

Really challenging experience dealing with the warranty department. Speaking to multiple reps - around 5-6, as every time I called back, the original person that I spoke to was unavailable. Every time I speak to a rep, there is a diff. story as to what can be done with inconsistent information. I was hung up on several times without a call back, I had to call them back to figure out what was going on. When I speak to a diff rep, the details have to be repeated, which is not a good use of time. Think about all the time that's wasted to go through things again and again. Their staff make it difficult to get things done efficiently and unfortunately, it's the customers that have to deal with this.

When you ask for the name of the person that helped you, they say that they can't find him/her. How professional is this? I ask them to call me back and have to email them and keep calling to get this sorted. I find out that there are about 20 people in this department which I would think they can communicate with each other?!

How would you feel if you were in this situation?

One person says that it's the last time there can be a refund/exchange, another person says that they want to make sure we are happy, so we can exchange...all different stories without consistency. One person says there's no tax charged, another says there is. What do you believe and how do you trust a company with ppl that keep changing their stories?

Esp when the product has not been performing and all the sizes and styles that we wanted are out of stock, there needs to be more focus on making things easier for the customer.

They've sent us to the store to have us try on the right size, style as you can't get the product directly from the store, it needs to be from their website. Think about the time and the energy to be in this situation, how would you feel? On top of everything, they make you feel like it's your fault even though the product is not performing. The attitude of their staff is poor - it would help to show more empathy instead of being angry and frustrated at the customer - not a good experience at all!