Faulty K-Way Down Jacket/False Guarantee Policy

I’ve been to two Cape Union Mart stores to exchange a down jacket that isn’t seemed properly as the feathers are coming out from the seems and the one seem in the neck area came undone and made a hole.

They want to send the jacket away to be repaired and it takes 8 weeks. I didn’t take 8 weeks to pay my jacket, neither was my money faulty.

Their guarantee policy states that if I deem the product performed inadequately I can return it for an assessment and if deemed by the specialist instore that the product let me down they will replace it.

If they want to send it away for repairs, surely it performed inadequately and it should be replaced as stated in the guarantee.

I’ve emailed customer care and still haven’t received a reply from them after a week.

Won’t by another K-way product or for that matter any product from Cape Union Mart. Would rather support a different brand with proper customer care.