Review Time
I was shocked when I was told, "the manager is unavailable as she is in the kitchen." I tried to contact them after placing my order but received no response. Eventually, I learned my order wasn't processed, and when I asked to cancel, I was told it had already shipped without any tracking confirmation. It's astonishing that a brand can have such poor customer service. I will not be purchasing again.
The customer service I received was outstanding. I rely on my suitcase daily, and after 8 years, it remained in great condition. Unfortunately, the handle broke during a flight. I was worried, but the customer service quickly offered a solution. I requested the part to fix it myself, and two days later, it arrived at no cost. Fantastic service for a suitcase that's 8 years old!
As someone who travels extensively for work, I depend on reliable luggage. I used to trust this brand, but my recent experience has been disappointing. I sought help at a flagship store for an issue under warranty, but was met with indifference. The staff recited warranty policies instead of offering solutions. I was directed to another store or asked to pay for shipping, which is unacceptable. This brand needs to improve its customer service.
The service is horrendous. I purchased an expensive carry-on that failed on its first trip. Now, they expect me to visit their store for repairs. It's hard to believe this company maintains a premium brand image. A customer spending this amount could easily discard the product. Extremely disappointing.
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