Impossible to get hold of and will not honour warranty

I bought a Camel Mountain Laptop Backpack as a schoolbag for my grade 2 son. At the time there were a few reviews that referenced poor quality stitching, but given that the overall rating was good and the bag had a 6 month warranty I proceeded with the purchase.

Within 5 months one of the straps frayed and pulled loose, as someone who sews, given the age and type of use of the bag this could only have been caused by poor-quality stitching so I returned the bag requesting a replacement.

Over a week went by with no communication and when I logged onto the app to see what the status was, it noted that the claim was rejected. There is no option to log a complaint via the app so I waited a few more days and received an email stating that the claim was rejected due to user damage. I was shocked as already mentioned, that this could in no way have been user damage.

I responded to the email to object to the evaluation only to receive a "this email does not exist" auto-response. I tried to use the help portal on the website but again could find no option to get proper information. A few days later I received another email requesting my address so that the bag could be returned to me. I responded to this laying my objection out and was ignored, again a few days later another email from a different person again requesting my address to return the bag. Again I responded and was again ignored.

I then resorted to messaging via facebook and was again told the same story that the evaluator deemed it user damage. I again explained that this was impossible and I was not happy with this outcome. I was coldly told that this is there policy and they are not willing to make an exception.

I then asked for a detailed explanation of exactly how the policy app**** so that I could lay a complaint and publish on social media and with no further explanation was told that the evaluator had deemed it user damage.

I trust other consumers will not be lulled into a false sense of security by a company the the size of Take a lot, when in actual fact they make it near impossible to lodge a genuine complaint and find reasons not to honour their warranty.