I had a terrible experience with Rapha customer service (Felix). Tried getting a new pair of shoes that was faulty (threading in cleat screw hole came off) either repaired or replaced. Was told that they don't repair shoes and was basically blamed for causing the damage - "the angle of entry is not right or not aligned" and was asked to explain how I screwed the cleats in.
After many photos and much back and forth, I was offered a voucher for 50% of the purchase price as a gesture of "goodwill". I refused, not buying Rapha again.
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