Paul
I apologize that you had to go through such trouble. I am not sure exactly what happened however our team is aware of your concerns.
In response to our cushion inlay, the purpose for the inlay is for comfort and also for better positioning of the child. For smaller children it is sometimes needed to support the child from shifting and also to boost the child slightly for correct belt positioning if required. It definitely can be removed if your child does not require it for belt positioning. You are correct, we should indicate this more clearly in our manuals and yes, we should have a straight answer through customer service. We apologize for overlooking this and we plan on rectifying this situation.
As far as the adjusting strap, I would like to gather more information from you regarding this. It is very surprising because regardless of what angle that strap is pulled, it should adjust. I will email you separately in regards to this.
Thank you for your information and again, I apologize for this inconvenience.  |