Business ProfileforDream Duffel, LLC

I purchased this bag in 2019 for my daughter. We have had nothing but problems with this bag since the beginning. In the first year, the trolley system broke and I contacted the company. Our warranty had just expired and they refused to help me at first. After a few emails, they reluctantly sent us a new system. Not even a year later, the trolley system broke again. I contacted the company and they refused to help me. I replaced it myself, only for the system to break a 3rd time within months of use. I recently contacted the company again and they refused to help me in any way. In fact, they became rude and nasty towards me. I contacted the owner of the comany, who called me incompetent because we couldn't figure out how to fix the issue by watching a video that they made. My question is, why did they need to create a video, if there are no issues with the trolley system? She also accused my daughter of being irrisponsible with the bag. The design of the trolley system is faulty and has since been redesigned, which tells me they are aware of the issue. The owner told me that the bag is not designed to go up stairs, over a curb, or on a plane. None of these things we did. She accused me of being irrisponsible by leaving my bag unattended and that my child could have caused the bag to break while it was unattended. She was extremely rude, would not allow me to speak, and extremely unprofessional. I do not recommend this bag to anyone.