BLACK EMBERReviews of blackember.com

Purchased the Citadel H2 MAX and Grip-Sling 12 Camera Kit directly from Black Ember. Product failures on arrival: 1. Condition: Both items arrived structurally creased and misshapen out of the box. The camera insert had a visible stain, and the metal hardware showed immediate surface wear. Not transit handling marks — condition failures on new, premium-priced product. 2. Misrepresentation: The Citadel H2 loses approximately 25% of its stated 25L capacity to permanently integrated device sleeves — a material fact completely absent from product descriptions and cinematic marketing imagery. 3. Ergonomics: The Grip-Sling strap architecture does not allow the secure, flush body-fit carry that the product copy implies. I raised all issues with customer service. Every concern was denied and no return label offered. Filed a PayPal Item Not As Described claim — PayPal ruled fully in my favor (Case PP-R-JVU-631671101). Returned both items via Japan Post EMS from Tokyo at an out-of-pocket cost of ¥13,900 (~$89 USD). When I asked Black Ember to cover this return freight given the documented condition failures, the request was completely ignored. It was only after the co-founder was directly copied that the support team replied, stating the matter was “being handled through PayPal” — which does not cover international return shipping costs. The technical ambition is genuine. The gap between what is represented and what is delivered — in product, description, and support — is equally genuine. The ¥13,900 international return shipping cost incurred as a result of this purchase remains unaddressed. Update: A BBB complaint (ID 24977234) was subsequently filed and closed without response from the business.

The backpack was great. That’s where the good ends. Unsubscribing from the promotions 10 times and still receiving them, asking them to stop sending them and then recieving a message from Andy to “unsubscribe, I can’t do it for you.” Is not only insensitive, but also clueless, and disrespectful. I didn’t ask them to unsubscribe for me. I asked them to honor the unsubscribe. There is a difference.

Really don't buy into the one star reviews about customer service. I made a warranty claim based on the lifetime warranty they offer and they were absolutely superb. The product itself is unbelievably cool. I love the zips, magnetic clips, etc. I bought the very first version of the citadel and it was brilliantly constructed. Time told on the material they chose which is why the new citadels are made of a different material. Anyway, to cut a long story short. They were extremely supportive and I would buy off them again without a doubt.

Few days after I bought a bag, they dropped the price of it by $250. I asked politely twice for price adjustment, they just ignored. Really lame customer service. I'll never buy again

I ordered something that was supposedly in stock. They never shipped it, and phone calls and emails have both been ignored. The only way to get a refund is to talk to someone so I'm going to have to charge back my card I guess. Would never order from them again.

Excellent quality products! I'm really impressed with the overall build and materials. I've used this backpack almost every day on my motorcycle and travels. I had a small issue where a part of the fabric started to peel off from the backplate, so I contacted customer support and they were so quick to respond and send me a replacement bag! I didn't even have to pay for shipping or duties. The lifetime warranty is great and the support team is very efficient.