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What was the response regarding the shoes? I know someone who had a hardshell jacket lost; the response was to give them a new replacement and a gift voucher for the inconvenience (I think for something like 50% of the value of the jacket). Everyone makes mistakes, but it's how you deal with them that makes for good customer service - if the new owners start cutting this then that starts making Rapha gear no longer any kind of good value.
Thrustvector
rj
Dropped off a pair of grand tour shoes for buckle replacement, 12 weeks later and finally they've admitted they lost them. Sent an insulated jacket in for repair from a fall, hole on one panel in the sleeve and they just got back to me saying that it's irreparable and here's a 40% off code. Feeling quite frustrated with the whole experience!