MPB customer service

I bought a Fuji 1.4 X teleconverter last week for an upcoming safari trip. it was supposed to be in " excellent "condition but I was unable to remove the lens cap. My friend who has a seasoned photographer was also unsuccessful. I called the company requesting a replacement. The agent said they would initiate a warranty claim and it would take more than 2 to 3 weeks to fix or get a refund! She also said since it is an"online" company the returned item will be looked into on first come first serve basis and can not assure a timely resolution. I feel this is poor customer service and unacceptable. Wish I had known about their return policy before buying the product