Premium Prices, Disposable Quality, and Customer Service Designed to Avoid Accountability

We have a serious problem with the quality of their so-called “premium lifestyle accessories”, which appear unable to withstand even a few months of normal use. Equally concerning has been the experience of attempting to resolve this through their customer service channels.

Shortly after purchase, they sent a “Let us know what you think” email containing a broken link, making feedback impossible through the very channel Zac+Gray provided. At the same time, reviews appear disabled on both Google and Facebook, leaving customers with no meaningful public avenue to share their experience of either their products or your service.

Their nameless chatbot has been dismissive, argumentative, and ultimately useless beyond repeatedly instructing customers to “send an email”. Remarkably, it even argued over whether the broken feedback link existed or not. One can only hope this was the result of a poorly implemented AI system and not an actual staff member choosing to engage with paying customers in that manner.

What is most disappointing is not simply the poor quality of the product, but the deliberate barriers placed between dissatisfied customers and anyone empowered to resolve legitimate complaints. For a brand positioning itself as premium, the after-sales experience falls far below even basic expectations.