I have a few of their products, mainly pants (when they sourced in Canada) and I think pretty highly of them. But all of their stuff is ridiculously overpriced.
I’ve used their customer service and while slow as molasses, they made things right.
Anytime I return anything to a company, the first thing I do is see their website for return details. That concept shouldn’t be terribly hard to grasp.
And me thinks the attitude of the customer is what got him the $70 upcharge. 😗