Broke on first trip - Gregory Jade 43 FreeFloat Daypack

We bought this brand new and a chest strap broke on the first trip with it. We contacted them about it when we got back and they sent a new strap but it’s impossible to get on, I called the store where I bought it from and they said they usually have a difficult time getting them on too. Gregory offered for me to mail the backpack in, but it won’t be back in time for our next hiking trip. Very unreliable gear.