Back in October, based on a recommendation (and a liking of the style) I bought a new wallet from Rains. Not the cheapest of things, but also not world-shatteringly expensive, I liked the (slightly weird) sort-of-rubberised material it’s made from, and that it wasn’t leather.
Over the last three or four years I’ve swapped wallets a few times, trying out new things and designs, most of which haven’t really worked out for how I do things.So far though, the Rains one has suited me pretty well.
However, last week I realised that the rubber holding strap was breaking – along the line of the cut-in company name, which wasn’t really a surprise. But for a not-cheap wallet, I would still have expected it to last better than that. So I emailed Rains to say about this problem, and attached a photo of the problem. I could’ve lived with it – once it finally snaps I could cut the strap off completely, and it wouldn’t affect the actual functionality at all – but still, might as well let them know.
Within the day they’d come back to me, offering a replacement or refund – and either way, to not worry about returning the faulty one. I chose a replacement, which was sent out the same day, and arrived (from the Netherlands) a couple of days later.
I’ve again offered to return the faulty one (I figure they could at least see what’d gone wrong – but maybe it’s more of a common thing, I don’t know) but they’ve insisted on me keeping that as well, so fair enough.
All told though, I’ve been really impressed with Rains and how they’ve done things. There’ve been no questions or quibbles at all, just a simple smooth process that really stands out from most places. It shouldn’t stand out just for that (ideally this should be just how things are done) but it definitely does.