My boys received PBKids suitcases for Christmas. We just now used them for the first time this summer.
After a week, one of the suitcases is completely unuseable. Just totally fell apart after reasonable use while traveling. I called the company and was offered $50. The suitcase cost $103.
Something that falls apart after one use should be fully refunded or replaced. I asked to speak with a manager and was told that managers don't work on Thursdays. Seriously. The phone rep was adamant that she makes all the decisions and is "empowered to do so".
Well that's great, but I've worked at a Customer Service manager for Macy's and I can tell you that 1) there's always a manager on duty and 2) different levels have different levels of "empowerment". She was awful. I did call back and was given better service by a gentleman however the manager never called me back and the issue remains unresolved. I'm so incredibly disappointed by this experience by a so called "high end" retail company.
If your product fails, fix it. How hard is that?