Fraser’s Luggage and Kipling bags

Absolutely inexcusable service received from Fraser’s Luggage in Brooklyn Mall! I handed in two Kipling bags for repair on 24 January 2022…still did not received the bags back…3rd time round that I gave in the one bag for zip repair which Kipling did not repair as the zip still did not close. Numerous attempts to get answers as to the progress of the repairs were either not answered or only answered after personally contacting them …my question: should the customer be responsible for customer service? Up to this date, 4 months later and numerous interactions with Fraser’s, I have not yet received the bags back after I asked them to get it back from Kipling, who is useless in repairing their own bags which have a supposedly lifetime warranty! The excuse of not having zips in stock is unexceptionable, and on top of that not communicating it to the customer is unforgiving and unexceptionable.