Terrible Service From Performance Brands

I bought 2 pairs of First Ascent long-stretch pants at the beginning of this year. After 3 months the back of the paints were completely worn out.

I work in Africa on contract and the day I landed back in SA I took the pants back to Somerset Warehouse/OutdoorWarehouse where I bought it. This was 6 months after I bought it.

Both came back a month later and said they won't repair it.

I got a hold of someone at Performance Brand - Bradley.

He asked me to send the pants to him directly to asses both of them.

This is what he said. We appreciate your contact regarding the pants. Our team has thoroughly assessed the situation and deliberated on three distinct perspectives. Regrettably, we have concluded that we cannot proceed with a replacement for the pants. This decision stems from our categorization of the matter as resulting from general wear and tear.

Nonetheless, we would like to extend an alternative solution. We are prepared to provide you with a voucher worth R250. This voucher could be used to help mitigate the courier charges, and upon your acceptance, we will promptly return the pants to you.

He admits it is their mistake by saying it is wear and tear. So I paid R1300 per pair. It has never been in a washing machine and has only been hand washed, with cold water. Why can’t they give my money back?

What should I do with R250? The cost to get it to him and drive up and down to fetch the pants and drop them off was more than that.

I bought in April other pair, a different color and still in perfect condition. Then in July, I bought 2 more that are stretched. It is only the 2 stretch gray ones that gave problems.

I told Bradley that he could keep his R250 to improve the product. This is terrible client service.