Customer relations

A Marco Suitcase used 3 times and have a zip broken inside plus the extension handle is very loose and now the lock is faulty. They have refused to entertain the idea of giving a replacement siting obscure reasons such as not returned packed properly but the courier was happy to take it from us and zero advice. They promised to escalate to get some action but this has not materialised. Zero consideration for the customer. Will not be using them again because of this poor response and attitude. Grateful there is now opposition coming in.