I didn’t have an issue with ordering backpacks and bags, and I think they’re great quality. My problem was with the “customer service” I had to deal with. I initiated a return for one of the items in my order (I got free shipping with the initial order) and they did eventually respond with a return label and multiple, strict steps to follow in order to send it off. Already felt like they wanted people to make a mistake so they were justified in not sending money back. The UPS return label looked like a reused tracking number when I looked it up, so I couldn’t quite tell if it delivered or not. Fast forward a month and no refund was sent, and because they kept delaying giving me money back from our email exchanges, I actually had to research the contact info for the third-party warehouse company they use to store their backpacks and get them involved in order to receive any refund. Then I found out that even though I received free shipping on the initial order, they will not refund the full price of the backpack I paid because now the order total was less than the free shipping threshold. So they retroactively changed my past order to act as if I paid for shipping when I did not, and they kept refusing to send me the full refund of the backpack that I ordered and sent back. Hidden return policies like this one was never communicated on their website or transparent at any point until these back and forth emails, and they refused to admit they were deceptive and unclear. Truly terrible customer service. If you order from them just make sure you really want what you’re buying so you won’t have to make a return.
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