Massive waste of time Awful customer service experience, to the point I had to cancel the whole order. How can companies get this bit so wrong? Told them I could only order if I got delivery by my travel date, was told I have to actually place the order and then call to check if this is possible, did so, and they didn't answer any calls all day. No replies to emails. Finally, get a call late at night from Cambodia and someone who cannot even assist. A day later get an email to say actually the case I ordered, despite being confirmed, is out of stock, offered me another, I begrudgingly agree, still no confirmation of delivery date, still no answer on the phones. Hours later I get another email saying my replacement they offered isn't available either! so offered a THIRD option and by this time, we've lost days and the delivery would be past my travel date. What a massive waste of time. This company won't last long operating this way. Shame.

Not cheap but built to last and travel Ordered two suitcases - one large, check-in bag and one carry-on. Both arrived promptly, suitably boxed up and in perfect condition. Clear that the suitcases are well made and have nice little touches like zipped pockets on the divider and a built-in lock. Capacity is huge and maximised for the size of each. Have had both for almost a year and taken them on a variety of trips including flights, cruise and train. Easy to move around, no damage despite rough handling and the bright yellow colour means it's easy to identify at baggage reclaim. Are they expensive for what you get? Probably a little. But definitely cheaper than having to keep buying cheaper cases that get damaged every few trips.

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.

I don’t think they have customer service. I have attempted to return a suitcase. I received it, it wasn’t really for me. I followed the instructions on their website and requested a return, multiple times. They have not replied. After some research I tracked down their phone number. The phone plays hold music and hang up on me. Do not buy. Their customer service is t just disappointing. It doesn’t exist.

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)