My 81 year old father has owned a Tilley hat for a...

My 81 year old father has owned a Tilley hat for at least 30 years. It hardly comes off his head in the summer! With the lifetime warranty he has had it replaced a couple of times. On the most recent occasion of needing it replaced, he took it in to a local retailer who told him there was nothing they could do and that he would have to mail it to Toronto. He did as he was told, as he needed the hat for the summer. The hat never arrived. So this fall he called Toronto and was told that the hat never arrived, so there is nothing they could do, further...he was told that he should have taken it into the local retailer!?!? Now he has no hat...I know Canada Post is very slow right now...but are they actually losing mail? If the local retailer of Tilley had replaced the hat as they should have, he wouldn't be in this position.
I am only giving two stars for the business practices...someone dropped the ball here but it wasn't my father. He however, must pay the price.
He loves the hats...but I'll be buying the next one and it won't be a Tilley!

***Update***
After receiving a reply to my review from Tilley, suggesting I email their customer support for help, I have not even received a reply...CRICKETS from Tilley customer service. I realize that many people are working from home...but they ARE working...aren't they?