Reply from SkatePro: Thank you very much for your feedback.
I'm very sorry for the experience, which you did have with our customer service. In your case, you did make a claim with us, which we, unfortunately, couldn't accept this due to the fact that it was not a production error but something that did happen during usage of the skates.
If you do pull on the carrying strap on the liner, they will break since they are only meant for carrying the skates and not for helping the user to get the skates on. Really sorry that we were not able to accept this as a claim matter. /Justin