Poor customer service experience with Escape at Royal

I wanted to update this complaint to mention that a representative from Escape at Royal called me yesterday, but we were disconnected before resolving the issue. I've tried calling back multiple times with no success.

Dear valued customer, Thank you for bringing your concerns about our jacket to our attention. We at Escape at Royal are committed to product excellence and customer satisfaction. After a thorough investigation of your complaint, our technical team has confirmed that there was indeed a manufacturing defect in the batch produced on April 19, 2025. We have since corrected this issue in our production process. As a resolution, we would like to: 1. Arrange for immediate pickup of the defective jacket 2. Deliver a replacement from our newest production line 3. Extend your warranty by an additional 12 months 4. Include a complementary jacket accessory kit valued at $356.86 Please contact our dedicated resolution team at support@Escape at Royal.com with your preferred delivery date and time, referencing case number REF-4BDB6179. We truly value your business and appreciate the opportunity to make this right. Best regards, John Young Customer Service Director Escape at Royal