Just had to offer a hat tip to Rick Steves customer service. UPS tracking showed our tour kit for Belgium/Holland in April sitting at the distribution center two hours from our house for the past five or six days. The latest tracking update basically said they didn't know where it was. I emailed the RS office and within two hours got a response that they're sending a replacement under express shipping. Not the first time I've been impressed. I've had small issues with a couple of pieces of luggage over the years, quickly and cheerfully resolved by the RS team. I sent a heartfelt thank you as soon as I saw the email.
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