In reference to REI. I first shopped there in the 1970's and found their customer support to be first rate. Over the years that support slowly deteriorated. About a year ago, the plastic clip on my REI pack's chest strap failed: that happens. However, when I contacted REI to get a replacement part for a pack still selling in their stores and online, they said the part was not available. They suggested I buy a new pack due to the failure of a $0.10 piece of plastic. I found another solution to fix the problem and still use the pack, but the chances of buying anything in the future from them are nil.