Brenthaven

Thank you for contacting BrenthavenThe case of Mr*** *** has been resolvedWe stand by our decision that his claim fails short to be covered under our Lifetime warranty, we nevertheless issued him a $voucher for the inconvenience. Please note that Brenthaven Lifetime warranty
as clearly stated in our website is defined as the expected life of the product and covers manufacturing defects in materials and workmanshipThe Brenthaven 100% Lifetime Guarantee does not cover damage caused by accident, improper care, negligence, wear and tear or the natural breakdown of colors and materials over an extended time and useOnly original, unaltered products are covered by this 100% Lifetime GuaranteeThe 100% Lifetime Guarantee does not cover the contents in your bag; Brenthaven is not responsible for any damage done to customer’s digital devices, accessories or other personal belongings.Attached are the photos submitted by the customer which we classified as wear and tear.The $voucher as aforementioned has been accepted by the customer.Should there be anything else we can help, please let us know

Complaint: [redacted]
I am rejecting this response because:This is a classic case of "snatching defeat from the jaws of victory". I have accepted the voucher and was ready to move on with my life until I read this response. It characterized me as making an unreasonable claim which I flatly reject.I originally included multiple pictures including some that shows the seams coming apart. Seams coming apart is not what I would consider normal wear and tear. I mentioned to Brenthaven that I had a [redacted] backpack with seams coming apart also and they replaced it without any hassles. I don't know why a company won't just do the right thing and make their customers happy. If you were going to include pictures make sure you include all of them not just the one. At this point I have a much higher opinion of [redacted] then Brenthaven.The right response from Brenthaven here should have been "the customer brought to our attention an issue with our service and we took care of it to his satisfaction". You may have taken care of the issue but this response serves no purpose then to enrage the customer again.