I'm really sorry to hear you had a bad experience. We work hard to provide top-notch customer service, and provide only great rack products. We have never had any issues with the sprint rack, and be assured that the warranty on all Thule Rack products is lifetime.
We have a 30-day free return policy, which is pretty standard across all retail industries. After the 30 days we will sometimes charge a restocking fee, depending on the situation. If there is anything we can do for you, call us at our toll free number, we would be happy to help you out.