Jessica
Looks Nice but BUYER BEWARE
Online the products look nice, but in person they are cheaply constructed other than the feel of the interior. My Samsonite bag for a 1/4 of the cost is significantly better made. Product came already scratched up and I was in correspondence with a gentleman named Tim but as soon as I asked for a refund I was not responded to. Also, I attempted to call the number on their site and there was an error message or unprofessional phone system setup like a home phone would be rather than a business. No one was answering the phones. Luckily, they do have an option online to generate a return label for the merchandise, but it is not easily visible. I'm only giving it two stars because I was able to get a refund for the product, but I was disappointed in the quality of the product and the sketchy setup with their customer support options and behaviors surrounding it. Also, after Tim did not respond to me and I initiated the return myself, I finally got a email from someone else stating they discovered I started the return. I understand if a work shift or something had changed, but I still do not think that was the case. I think that he just did not want to help me because I wanted a refund. This company does not come across as fully transparent in my book. 6/29/25- My order # was 34841A7 and Trust Pilot will not allow me to input my information regarding this review now.
Response from ARLO SKYEJun 30, 2025
Hi Jessica, Thank you for taking the time to share this review. We take all feedback seriously, but in this case, we’ve asked Trustpilot to verify your name, email, and order number to confirm this was a genuine Arlo Skye customer experience. Unfortunately, we have not received any verification from you, which raises concerns about the authenticity of this review. Arlo Skye has spent the past nine years building a reputation for thoughtful design, quality craftsmanship, and customer care. We’ve been named the #1 luggage brand by Condé Nast Traveler Readers’ Choice Awards for two years in a row (2023–2024 and 2024–2025), as voted by over 500,000 travelers worldwide. Our products are designed by former TUMI and Louis Vuitton team members, and we source our materials and components from some of the finest suppliers in the world. To clarify a few points: Our returns portal is fully automated—customers can visit our website, generate a return label, and send their items back with no need for assistance. Both shipping and returns are free. Refunds are typically processed within five business days after returned products are received at our warehouse, and refunds (presumably including yours) were processed accordingly. When a customer contacts us over the weekend, our support team responds promptly on Monday, as our client experience team (comprised of real humans) takes a much needed break on Saturdays and Sundays. Our phone line operates during business hours, and voicemails are returned on the same business day. All verified Arlo Skye customers receive a direct review request after purchase. In this case, no such review was submitted. Instead, an unverified review was posted here—on a platform that does not confirm identities—and no response was provided when verification was requested. We believe it’s important to defend our team and our reputation, especially when a review cannot be verified and contains multiple inaccuracies. It’s unfair to any business—especially a independently owned small one—to be publicly criticized without the opportunity to properly investigate the issue. For those exploring Arlo Skye for the first time, we encourage you to read the hundreds of verified customer reviews on our site—as well as independent editorial coverage in Condé Nast Traveler, Travel + Leisure, The Wall Street Journal, Bloomberg, AFAR, Forbes, TIME Magazine, Wallpaper*, Vogue, and more. Sincerely, The Arlo Skye Team