Nice Design, but Customer Service Could Be Improved
I purchased two rain suits and boots for my twins, so I really appreciated the thoughtful design features of this set. The pants are especially well done—the side snaps make them easy to get on and off, and the elastic at the bottom helps keep them over boots, which is exactly what I was looking for. The colours are beautiful, and the reflective details are a great safety feature. The sizing also seems like it will last my girls a while, which is a bonus. That said, my experience with customer service was disappointing. I initially reached out to ask if they offered anything for twin families (totally understanding not all companies do), and while they were kind in their response, there wasn’t anything available—which was fine. However, shortly after, a 25% off promotion started. Since I hadn’t even received my items yet, I asked if the discount could be applied, but it was declined. I then considered returning and reordering, but communication around the return process took quite a while, and by the time I had the information I needed, the sale had ended. This was frustrating, especially since the delay directly impacted my ability to reorder at the discounted price. I also wasn’t aware that exchanges wouldn’t be shipped until the original items were received, which led to a gap where we couldn’t use the product. As for the product itself, one of my daughters finds the jacket uncomfortable and won’t wear it, though the other is fine with it. Overall, I think the product has some great features, but the customer service experience made the process more stressful than it needed to be—especially when purchasing for twins and needing to coordinate multiple items.
