I've had a truly frustrating experience with the service. Customer support is virtually non-existent, as there have been no replies to emails or messages, and they don't provide a contact number. A faulty item was picked up by their courier a month ago, yet I still haven't received a refund. I've had to initiate a bank dispute since I'm significantly out of pocket and couldn't get anyone from the service to respond or resolve the issue, which was on their end. Only after raising the dispute did they reach out. The bank mentioned they could process a refund, but the service claims they must follow the bank's procedures, which is contradictory, leaving me without my funds for months. I attempted to order another case in a different material due to the issues with the first one. It arrived yesterday, but they sent me a 'used' item with scuffs and missing wrappers. I've taken photos right after opening it, showing the lack of packaging and damages. This is unacceptable, and I'm still waiting for a response from customer support. So now I'm down £500, just wanting a suitable suitcase. Additionally, I've noticed they are now manufacturing their cases abroad, which seems to prioritize profit over quality. I've been a loyal customer for 15 years, but my recent experiences are a stark contrast to the quality I used to know. To the service:
- Please improve your customer support; your customers deserve better.
- Reconsider your manufacturing practices to restore quality.
- Process refunds promptly for returned items within a week.
- Avoid sending out used items as 'new'; at over £200 each, we expect better.
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