Ruffit USA

(There's also a bit of customer service in here as well)
I purchased a backpack to carry my old dog in, as my husband and I hike a lot with our other dog, and we don't want to leave our older gentleman dog behind (also he's blind, so rocky trails are hard for him, despite his best efforts)Upon our second use, one of the straps used to secure the dog tore in my hand like paperso ridiculously easilyI carefully attempted to tighten the second, intending to use the slack to compensate for the broken strap, and that one ripped as wellI sent photos of the damage to the company and inquired about an exchange, and was told to return the bag (shipping at our cost!) for an exchangeAfter a week, having heard nothing, I contacted the company and was told that we would not be getting an exchange as it looked as though the straps had been cut, and because we had forgotten to include a padded strap (the purpose of which we never figured out, as the instructions as to how to use the produ