you guys should hit up firstname.lastname@example.org. they're pretty good about taking care of problems like this, especially if something is breaking or tearing on your first use.
A long time ago I had a shirt that wasn't stitched on the sleeve. They sent me two shirts to replace it.
But more recently...
I ordered shoes during a sale and they arrived damaged. I contacted customer service and they told me there were no returns on sale items.
I have a pair of denim that the stitching was falling off of after one use (probably before but I didn't notice until after). I was told they're double stitched and they won't fall apart. I said I wasn't worried about them falling apart but that I've never had stitching fall off of jeans and that the stitching was part of the appearance of the product. I was told that they wouldn't swap them.
When the Duffy broke on it's first trip I didn't even waste my time. I figure I'm already on a TH blacklist somewhere.
I still have the jeans and the bag. You want them back?