Review Time
We ordered the bag on Monday, received the product on Friday! they made a mistake and sent us the wrong colour as ordered! We sent it back and as per their website 10 working days to get the correct product from the time they receive the product. When they received the product as we could check on the tracking, we didnt hear anything for 10 days back. We gave them an extra 2 days just incase. On the 12th day we tried contacting them to see what is happening. Their automated bot chat useless. Kept on saying the same thing with no real answer over and over. Couldn't find the phone number to call. its not easily available and have to go through some Q&A to find it. Finally after research figured out the phone number. The automated prompts that tell you press 3 for english, kept repeating itself every time you pressed 3 and then after 4 to 6 times it would just hang up! after pressing different unrelated to our issue numbers on the phone dial just so we can talk to a human representative, Finally we get someone on the phone and he admitted the order was never resent and he had to do it manually!No one even bothered looking into them! what if we didn't call? It took an item I purchased 3 days short of a full month to receive for a mistake they did! Customer service is part of the business if not the most important no matter how good your products are. You'd think when the mistake was made from your end sending the wrong product ( I understand that it could happen! We all make mistakes) you'd at least fix the mistake immediately or put some sort of urgency for customer satisfaction!
Ordered for a birthday. The delivery date given came and went. Emailed to find out where it was, twice, no response. Started a live chat, not available but it auto-raised a ticket for someone to come back. They did not. After a week, I used Instagram to contact them. Straight away someone was there to help, was told the bag was held up in customs and there was nothing they could do. Need to pay £50 to release the bag. Had I known at the start of the week that this was a lost cause it would have been a lot less stressful. I had a <1 week old baby at home and no time to buy something else. Was told they didn’t come back to me as they are inundated..
I have had my issues with DHL, and they were quick to sort them with me once I realized that the biggest fault on this delivery was your shipment and the way you operate and handle your Customers after they pay the order. It seems that shipping the order for which I paid was merely something you did cordially and not a service you offer.I haven't collected my backpack, I haven't touched it or used it, to know for sure it's worth the money I paid for it. However, I am hell of sure, I won't recommend this brand to any of my friends thinking of purchasing products from you. Actually, your Customer Care service is so bad, but really so faulty and inefficient, that I will go out of my way to ensure I review this brand negatively on every single platform available and sure everybody is aware of the way you handle Customers that simply ask for assistance.The way you don't care for a customer that just purchased something from you, as little as it might be, the way all your process instead of clarification induces only anxiety and disappointment.The way you, Kapten & Son, treated a Customer that simply required information and a bit of feedback through your inefficient procedures is more of a reflection of who you are as a brand than your products are.I might really enjoy the backpack I purchased, I hope I do, really. However, I will never purchase any other product from your brand or deal with your Customer Service ever again. That's the only thing I will be saying to my friends or anybody who cares to listen "They might have good products, but they are not worth it and they don't care about you or your experience".
Terrible service: I ordered a backpack on their website. It was supposed to be a gift, so the delivery time was important: they provided me a time window for the delivery, which of course has passed without me receiving anything, so now the birthday is passed and I have no idea when I will receive the package. £150 for a backpack and they don't even offer the fast delivery that every cheap store in 21st century now has.
I ordered a bag at the beginning of September, which took much longer than expected to arrive. The bag itself is too small, so I wanted to return it and order a larger bag. However, the returns link on the website isn’t working for me and so I have no way of processing the refund. I have tried contacting the company three times for help via different channels but have had no response. I’m now outside of the returns window and at a loss for what to do! While originally I wanted to reorder a larger bag size from the company, I now have lost faith!!Item quality is good but just be wary that returns are difficult (impossible?!) and the company is not at all responsive if you have problems or queries.
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Unsere Produkte sind stylish, gut durchdacht designed und glaubwürdig. Sie sind mehr als reine Objekte, sie sind die passenden Begleiter für jedes Abenteuer. Dem Global Citizen gewidmet, möchte Kapten & Son die Leidenschaft für das Abenteuer wecken – gemeinsam mit unseren Kaptens bahnen wir uns den Weg durch den Großstadtdschungel und entdecken mit ihnen das Ende der Welt.See more
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