Super Disappointing. $150 HARD SHELL RF bag shows up from TW -- FOLDED IN HALF

[gino]

This showed up today. I paid over $150 including tax for this bag and it was FOLDED IN HALF.

This is a hard shell bag. Since when can you fold a rigid hard shell in half? That's news to me.

I am really p**sed off by this. Now my bag has a huge crease in it and can't properly stay rigid. This is one of the most baffling moments I've had as a TW customer. Now I have to bust my a** to ship this thing back when I was planning on using it this weekend for a tournament. Wonderful. The crease basically curdled the rigid material and no matter what I do, I cannot stretch it back to it's normal form/shape

I want to be clear, generally I am treated really well by TW, but this is not okay.

Some insight on the rationale would be appreciated @TW Staff

 

[TW Staff]

gino,

We are so sorry this happened and we promise this mistake will not be made in the future. That is not how we ship our products and it will be addressed. It looks like you have already spoken to our customer service and your bag will be replaced free of charge. Again, we are so sorry that this happened and are always willing to make it right if you call in to our customer service.

Thanks,
Brittany, TW

 

[gino]

gino,

We are so sorry this happened and we promise this mistake will not be made in the future. That is not how we ship our products and it will be addressed. It looks like you have already spoken to our customer service and your bag will be replaced free of charge. Again, we are so sorry that this happened and are always willing to make it right if you call in to our customer service.

Thanks,
Brittany, TW

I appreciate the prompt reply. I was just really bummed because I had planned on using it this weekend. Now I'll have to wait.

Also, I wanted to give a shout out to Mark Boone and Evan Fox, both of them were tremendously helpful and courteous over the phone. Please send them my regards and let them know I appreciate the quick resolution. Thanks Brittany