Review Time
I placed an order on September 28th on the Kapten & Son website and I still haven't received it. Even worse, I haven't even received a tracking number yet.My attempts to reach customer support have been completely unsuccessful. I've tried to contact them via chat 5 times during business hours, but every time I was told no one was available and that I would be contacted via email—but that never happened. Today, I called and waited on hold for 17 minutes, only for the call to be disconnected.This is just terrible service.
The delivery service ( parcel force ) was very laid back ! It took me 20 days before I could get to my parcel ! They kept updating me saying that delivery attempt was failed due to no one being at home which is just not true ! I was always at home . Despite me contacting their customer service thrice and instructing them to leave the parcel at the concierge if they they couldn’t get through me , they still did not deliver the parcel to me . I had to finally personally go the depot and collect the parcel . They did not provide me with a valid explanation of why the parcel wasn’t delivered, the reason about me not being at home is definitely a lie !
I ordered an item on 31 of August - they had a big sale. Due to a lot of orders I received my backpack on 10th of September. But ok, I understand a lot of orders it takes a lot of time. I was dwelling whether to keep the backpack since it was not to my liking - specific taste, backpack as it is I think is a good quality. But when I wanted to file a return, it says my 14 day return already expired, its been 13 days since I got my backpack. When I wanted to contact them it was nearly impossible. They have a chatbot that sends automated messages. I hope the customer supports sees this and we solve this issue. I don't like leaving 1 star reviews here.
On August 30th, I ordered two backpacks to take advantage of a discount. Weeks passed without delivery, so I reached out to customer service for information but received no response for days. Meanwhile, I got an email from Parcel Force stating that I needed to pay £52 in customs duty because the total value of the bags exceeded £135. I wasn’t informed about any customs fees during the purchase process, nor was it clear that the brand was shipping internationally—I assumed they had a UK warehouse.When I contacted customer service, they were unhelpful and said if I didn’t pay the duty, the bags would be returned, and I could be refunded after 20 days. Their response was inadequate and frustrating. Despite their poor service, they seem to advertise and sell far beyond their capacity, leaving customers to deal with unexpected issues.In the end, I paid the duty to avoid receiving nothing after weeks of waiting. Unfortunately, the quality of the backpacks didn’t live up to the hassle and extra costs. If you’re ordering from outside Europe, beware—it’s not worth the trouble.
I placed my second order with Kapten and son on 20th Sep and received it 10 days later with a £60 customs charge! My first order was great, no delays in delivery and no additional charges. I’m really disappointed by this order however, nowhere during the checkout process, or in the confirmation emails or tracking emails does it mention that custom charges will apply. It wasn’t until I saw via the tracking link that my delivery was stalled until I paid them.. which then cause a further delay to my delivery. I went to contact Karen and son about this, only the web messaging option was available and once I’d gone through that it said no agents were available and my query would be sent as an email and someone would be in touch. That was on the 27th Sep, it’s now the 2nd Oct and I haven’t had any response .. disappointing. I ended up paying the custom charge as I need the product to travel this week. But I think it’s really poor that the information about custom charges is hidden in the terms and conditions and not easily available for consumers. Waiting 10 days for an order to be delivered when it’s cost over £200 (in part because of the fees) is really poor and I wouldn’t have placed the order had I known upfront. Even more disappointing that customer service are not available to help.
I ordered the Lund backpack and the zipper broke quite soon after I started using the backpack. I am trying to contact customer support, but the call-in number says after a few minutes of waiting that I am "calling outside of business hours", which I am not, and complaints about defects within warranty can only be done online with German, Austrian, or Swiss order numbers. Essentially, it's impossible to talk to or email a real person about their products, and I find that disappointing because except for the zipper, the products aren't bad at all.
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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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