I had originally bought these from Pushys, so I sent them an email with some photos of the problem and received this reply:
If you could please send me some pictures of this I can assess this for
you and send it to my supplier and see what we can do for you.
Kindest Regards
The Customer Service Team
I had actually sent photos, but I sent them again and received this response.
I will need to get these back to me so I can have a look as this does
not look right
Please
follow the link below to our returns/exchange form.
Print
this, fill in the details and return it with the item in the package.
Kindest Regards
The Customer Service Team
I then rang and spoke to someone there to see why I needed to send the panniers back. Surely my photos were enough? But they wanted to take their own photos and send them to their supplier. I offered to take more pics, but to no avail. I would be looking at at least two weeks without panniers.
I felt that this was pretty ordinary, as in the past (with other suppliers), I have had no trouble. So, I'm not dealing with Pushys again. Next time I think I'll just buy from my not-so-local bike store - MySpokes as I know they have excellent customer service.
However, there is a bright side to this story.
I knew Gazelle Australia were the Australian distributor of Basil bags. So I sent them the same photos of the frayed top flap.
The next day Paul from Gazelle rang me and told me that it looked like I had a faulty bag and sent a replacement - which I received Tuesday! What great service! No problems! What a great company!
Thank-you Paul :)
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