Dancer's Dream

Dream Duffel, LLC has completed its’ warranty obligations for this purchase.    Our warranty as stated on our website is as follows: “Dream Duffel, LLC products are tested to ensure they meet stringent standards.  If a problem occurs with a Dream Duffel, LLC product caused by a...

manufacturing defect in material or workmanship, we will, within our discretion, replace the product, repair the product or provide replacement parts in accordance with the warranty terms and conditions stated herein.  The warranty applies only to the first purchaser or gift recipient of the product for a period of 12 months starting from the date of purchase. This warranty covers only manufacturing defects and does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear or transport damage (i.e. airline travel). Electronic photos may be required to begin the process for replacement and repair inquiries. If replacements are needed for an item purchased from one of our retailers, a receipt will be required for proof of purchase.  Substitutions in size or style will not be made, unless the warranted product is no longer available. After the 12-month warranty period, replacement parts for some products are available for purchase through our website. Repair "how to" videos are available on our website for your reference.”   This warranty is identical or substantially similar to all major U.S. luggage brands. This customer had two issues.    1.   A rack piece that was not functional and 2.  A bent side support bar. Issue #1 was covered under our warranty and a replacement part has been sent per our warranty.   Issue #2 was determined was caused by an accident and thus was excluded from the warranty.   The side support bars are designed to give rather than break should an accident occur with the Dream Duffel.   This is a design feature, not a design defect as implied by this complaint.   Fortunately, the rework for this accidental damage is easily accomplished by manually pushing the support bar back into position and the owner can expect year of additional use with their product. Finally, our warranty states that if a duffel with a warranty claim cannot be repaired and must be replaced (which is not the case with this claim), Dream Duffel, LLC will replace that product with the same size and style.    Dream Duffel, LLC places this requirement on ourselves in the warranty to avoid false claims by customers attempting to avoid restocking and shipping fees if they purchased the wrong size product.

Our warranty on the Dream Duffel states that only manufacturing defects are covered by the 12-month manufacturers’ warranty.   Our warranty further states that if there is a claim, we will within our discretion, replace the product, repair the product or provide replacement parts.Damage to...

the Dream Duffel caused by misuse, neglect, or accidents are not manufacturing defects and thus are specifically excluded from the warranty.   These exclusions are identical or substantially similar to all major US luggage brands.   While we are sure the customer has been careful with the product, we also know that this damage (a bent side support bar for this soft-sided duffel) is not spontaneous and that the costume changing areas for many competitions can be chaotic - with the Dream Duffel left unattended for periods of time.The metal side support bars are designed to give rather than break should an accident occur with your Dream Duffel.    Fortunately, the rework for this accidental damage is easily accomplished and you can expect years of additional use with your Dream Duffel.    If you are uncomfortable performing the rework for your accidental damage, we would be happy to do this for you or to direct you to a nearby authorized retailer for this rework.

I am rejecting this response because: it is simply an untrue representation from the company.  You repeatedly say that the side bars and frame of the Dream Duffel should be "gently bent back into place" and state that the damage was caused due to an accident or misuse.  I have repeatedly informed you this is NOT the case.  I have been extremely careful with this $200+ bag during the 5 uses of it, and it is clear to anyone viewing the bag in person or in pictures that the bent frame is caused by a manufacturer defect.  For the record, when I tried to "gently bend the frame back into place" - this did not work.  If you review others' complaints about the same issue on your Facebook reviews, they, too, state that this solution DOES NOT WORK.  If the frame had been made properly it would not be completely bent out of shape on both sides of the inner frame.  The bag is ruined after only a few uses, and it is indeed a design flaw/manufacturer defect.  I simply do not understand why you would refuse to honor a customer's request for replacement UNDER WARRANTY.  For that matter, the warranty does not include any verbiage stating that the frame is intended to bend out of place  - and what if a customer was able to successfully bend it back into place - eventually it will snap and break! Once I receive the UPS shipment with the replacement parts to the rack and replace them, I still have a broken, unusable bag with a severely bent frame that I cannot fix, I have tried to but your instructions do not work.  Therefore, the current bag I have is trash.  I would have never purchased a $200 bag if I knew that a) it would be broken so quickly and b) the company would not stand behind their product or warranty whatsoever and would go to such drastic extremes to make the customer look like the at fault individual in this situation.  As I have repeatedly stated, I did not purposely damage this bag.  It broke and bent out of place after only a few uses.  You claim these bags should last for many years.  That cannot possibly be a true statement.I am appalled by the lack of customer service and concern by your company over this situation.  I would think that you would want to help your customers because most customers do end up purchasing more than one bag over the course of their children's dance careers, and I would be no exception.   This replacement under warranty would be a minimal cost to the company versus the negative publicity caused by staunch refusal to replace a customer's broken Dream Duffel that was a manufacturer defect both in rack and frame breaking.   I stand behind my request to have my Dream Duffel REPLACED. I can return the broken one when you provide me a return prepaid label, or I can dispose of it as it is unusable with a broken bent frame and will only incur further damage if I use it at this point.  My request for a replacement, which is provided under the warranty when your replacement parts and instructions DO NOT FIX the issue, is not unreasonable to request, and this is the only satisfactory option at this stage.  Unsure why you are so adament to refuse my request when replacing a bag under warranty will be a minimal cost when you consider only the shipping to my home and the wholesale cost of the bag itself is probably 25% or less of the retail price.   Several fellow dance moms have already seen my review (from our studio) and are eagerly awaiting to see if Dream Duffel will do the right thing and stand behind their product by replacing the bag.  I'm also eager to receive the new Dream Duffel as a replacement under my warranty claim.  I'll send back the parts you shipped already when a return label is emailed to me.  I can send back the damaged bag for you to destroy, as it cannot be resold as is or fixed, or I can throw it away.   I appreciate the Revdex.com's assistance in helping me to obtain the replacement bag I have requested under the provisions of the warranty through Dream Duffel.  Thank you.