I have just received the following response. I could not expect or hope of any better response. As some have said the owner, Dan, is really a stand up guy who apparently wants to do whatever it takes to make the customer happy. Very impressive.
I am sorry to hear that you are unhappy with your holster. Can you expound a little on what it is doing? Is the front collapsing, or is the back side caving in?
Part of the way a traditional 50/50 split pancake works is that the wings pull back on the front panel of the holster and snug the gun into place. However, it should not do this to the degree of closing off the mouth of the holster.
Is it possible to send me a top angle pic of this happening while wearing the holster?
Its entirely possible that a soft spot popped up in the leather. I use the best steer hide you can buy, but that doesn't mean that sometimes there isn't a spot that wasn't tanned or treated properly.
What we do from here is entirely up to you. The first option is that I can refund your purchase price for the holster. But what I would rather do is ask that you give me a chance to redeem myself and remake the holster to eliminate the possibility of bad materials. Whatever you choose, the last thing I would want is for you to feel stuck with a holster that does not meet your expectations.
In either case I would ask for you to return the original holster so I can inspect it and investigate what went wrong with it. I would obviously pay for return shipping either via reimbursement or emailing you a return label.
Please consider these options and let me know what you decide. Again I apologize for this happening, and thank you for contacting me about it.