I bought a 3-piece suitcase compatmebt set in November 2025, for around £100, and unfortunately two of the suitcases were faulty. The large case had loose stitching, and the medium case had a broken wheel.
Customer service told me they would send a replacement wheel from China, but I still haven’t received any update. I said can I return it to which they don’t agree.
For the large suitcase, they said they couldn’t provide a replacement because none were available, (even though it’s still available on their website) so instead they offered me a £40 allowance to choose another item. They also told me that anything above £40 could be paid by me.
However, when I selected a replacement costing more than £40 and offered to pay the difference, they changed their position and said I could only choose one single item, not a set, no matter if I was paying extra.
After around 35 emails back and forth, the issue is still unresolved. I have repeatedly asked for a call from the managerial team, but I have received no response.
This has been extremely frustrating and time-consuming, and I’m very disappointed with both the poor product quality and the lack of proper customer support. I would not recommend this company.
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At the forefront of luggage design since 1985, we believe your luggage should be a reflection of your individual style and the journey you are making. With this in mind our in-house UK design team creates more than 150 new ranges every year, striving to offer true value for money without sacrificing style, durability or limiting our selection. We want to aid stress-free travel so you can focus on the more important things…..like pool or beach today?See more
