Sent a jacket to Rab for a repair. It was returned with a poor finish (undone seams, uncut fabric strands). After complaining and providing photos to them they offered to take it back and fix it. I didn't want to be out of a jacket for weeks again so I requested a refund for the repair which they agreed to.Weeks later I noticed I haven't received the refund so I enquired this.They responded to say their system doesn't allow them to refund given the time between the repair and complaint and I should send the jacket back. Yes in this day and age they're trying their luck with "the computer says no". A refund can always be processed. It might take a bit more effort sure. They then went onto do a U-turn and say they can't determine the issues fully from the photos.To summarise:- Rab didn't repair the clothing adequately- Received photo evidence and confirmed there's an issue with their work- Agreed to refund the cost for repair and confirm the monies will be with me in a few days- Weeks later after chasing them they rescind their offer to refund and want the jacket back
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Rab's primary focus is insulation products, in particular down jackets, sleeping bags and expedition wear.
