Arguably illegal order filfillment policy Astonishingly incompetent customer service structure. Deliberate avoidance of legally required product returns viability. Zero order fulfillment capabilities beyond low cost automated bot functionality. A thoroughly frustrating experience that could have been quickly resolved with a single human oversight and interaction.

Terrible customer service. Terrible customer service. Paid for a black Friday promo of 3 bags ($400) this was November 17th 2022. It's now 21st of November and they're saying it's out of stock until end of the year, but it's in stock on Amazon and the reason they can't use that stock is because the sales teams have different KPIs. But can cancel the order and order from Amazon if I want (although it's more expensive on amazon in the US + it's not available on EU amazon. Useless company

Beware this company sells items like… Beware this company sells items that they don’t have in stock for months!!! I purchased a 26”inch voyageur for my upcoming trip. I received no bag and had an email from the company telling me they don’t have this item in stock till the end of May. As I very disappointed with this situation I requested a compensation for my bag and received an insulting £15 off offer for the delay of 2 months which I think is very poor for the value of the bag which is 280. They refused to compensate me in any meaningful way and then refunded me after a full week. Disappointing experience BEWARE!!

One of the highest quality of products One of the highest quality of products. Even I had a damage issue with my ordered luggage, the customer service was reacted immediately and did amazing action and support, in order to maintenance my satisfaction. Only this brand is our friend when we are traveling. The luggages are very light and nice quality, colors, material. Thank you for everything so far.

unacceptable quality issues Shipping took quite a long time at first. In general, the backpack "Atlas" looks quite good. However, this was defective, and immediately in three places, with not properly sewn zippers. I complained about the issues and they said, I should send photos. No sooner said than done. After the photos of a hole at the bottom were made, in addition to the front two pockets, where the zipper opens, they do not offer an exchange or refund, but says "We would like to know since it won't affect the using, can we compensate and offer a partial refund of $25 instead?" For a new backpack worth 129 EUR and a promised "lifetime" warranty, quite questionable. (Order No. 21552)