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Somewhere at that company is a decision maker that “just doesn’t get it”.

Distribution taken over by a bigger entity, those warehouse employees care less about the industry and are paid less thus improper care of packages happens and overall care of orders/returns getting processed takes a hit. I’ve been a part of companies where this has happened before and it’s not pretty. Customer service representatives (or in Motosport’s case, “gearheads”) take all the blame when there is literally nothing they can do. Really terrible situation all around.