I received two identical hats as a Christmas gift. One was unopened, and I requested to exchange it for a different design, not a refund. I even offered to return it. Customer service initially stated they would consult management, then went silent until I followed up multiple times. The final response was a firm no based on policy. There was no flexibility, no goodwill, and poor follow-up. Policies aside, this situation could have been handled much better. Instead, it was prolonged and dismissed. The product might be satisfactory, but the customer experience certainly was not.
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