I thought customer service was supposed to be top ...

I thought customer service was supposed to be top notch at Filson. I received a briefcase recently for my birthday but noticed that the stitching looked flawed in a visible part of the bag. I took it to the store where they informed me that the bag was a second so it did not qualify for the Filson warranty. But all the sales tags that were included with the bag would disagree with the associate's statement. The person who bought the gift and they said they were not informed that they were buying a "second" when they bought it at a Filson store. I know its "only" cosmetic but taking care of little stuff is what places like Filson were known for and why people pay a huge premium for the product.