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Kingopain
32
Feb 22, 2018
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My gloves arrived today and I've unfortunately already run into a pretty big issue. I got the "Modern" and after wearing them around the house for about the last 1 hour, one of the wrist straps is tearing off, near the seam (see pic). What's especially weird here is that it's not even that the stitching is popping out - the leather itself is actually torn. This wasn't the case when I first put them on, and I've been pretty gentle with them.
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I had the straps on the tighter snap because it was more comfortable and my wrists are not abnormally large. I do find the gloves are sized too snug in general, which was disappointing because my hands measure out at exactly the dimensions Napo indicated for size "Large". Somewhere else in the discussion they gave around-hand and finger-length dimensions, and I measured myself carefully before ordering. I was hoping that this snuggness (mostly present in the length of the fingers) would form to my hand with a little wear, but now it seems exactly the opposite is more likely.
On the plus side, the leather is very soft (perhaps related?) and the touch sensitivity is very good. I really like the look and design, which is why it's such a shame to be running into problems this early.
So Napo/Massdrop, if you're reading this: is this discussion the best way to get in touch with you?
Feb 22, 2018
napogloves
60
napogloves
Feb 22, 2018
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@Kingopain we are very sorry for the inconvenience.
Of course this shouldn't happen, however we would also like to inform that the strap is more of a visual detail than functional element to make the gloves more tight. We would suggest to use the button that doesn't stretch the strap to avoid similar problems in the future.
Of course we will exchange your defected pair of gloves, please contact us directly at supportus@napogloves.com or by filling out the form on our website available here: https://napogloves.com/us/claim/
Feb 22, 2018
Kingopain
32
Feb 23, 2018
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Hi napogloves, I appreciate your quick response and thank you for acknowledging that this shouldn't happen.
I do however, take exception to your explanation that the strap is only meant to be a "visual detail". On every pair of gloves I've owned, a strap like this has always been for the obvious purpose of adjusting the fit of the glove. I think it's unreasonable and misleading to expect people to assume that such straps are meant to be non-functional, considering: 1) you give two available positions, and 2) that would mean you left one of the metal snaps exposed for the sake of it's aesthetic design. Seriously? If that were the case, why not leave off the weird orphan snap? On top of all of that, there's absolutely nothing in the description that warns buyers not to use the tighter button.
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Even in the tighter position, the strap is not particularly tight on my wrist and there is no reason that leather should be so easy to tear. In the looser position, the gloves fit rather awkwardly and again, I just don't buy the excuse that a button closure with multiple positions can't be used for its obvious purpose. I was interested in your product because you talk about functionality and attention to details. From what I've already seen and the excuse you've made, I now expect any replacements to fall apart with similarly light use. I would not be surprised if you get more complaints like mine.
So thanks for your offer of an exchange but I'm afraid I'm going to have to insist on a refund, since clearly the quality of this product is not as advertised. I strongly believe in supporting good products and companies that are honest with their customers (why I'm on Massdrop in the first place), which is why I'm rather disappointed by what I've seen here.
Feb 23, 2018
napogloves
60
napogloves
Feb 23, 2018
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it was hard for us to know how tight the strap has been on your wrist, so judging by the damage (which has never happened before), we assumed that it was very tight and it might have been the reason of the damage. We are sorry if we made a wrong assumption based on your message. Of course the strap is designed to use both of the available positions. We are very sorry for the inconvenience and as stated earlier - we stand behind our products and offer you either an exchange for a new pair of napoMODERN or a full refund. Once again sorry for the inconvenience.
Feb 23, 2018
Kingopain
32
Feb 23, 2018
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Thank you napogloves. I've sent an email to the address you provided.
Feb 23, 2018
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