CALPAKReviews of calpaktravel.com

CALPAK makes an attractive bag, but buying directly from them has been a terrible customer-service experience. I bought a Luka Duffel and decided to return it only because I wanted to purchase the same bag in another color. The bag is completely new and unused, with its original tags and packaging. I submitted CALPAK’s online return form but received no confirmation email, reference number or tracking information. I then emailed customer service and received a couple of apparently AI-generated responses that did not resolve anything. After that, silence. It has now been almost a week. What good is a 30-day return policy when customers cannot get a human response or the instructions needed to complete the return? A routine color change has turned into an unnecessary fight simply because CALPAK’s customer-service system appears designed to deflect customers rather than help them. The most frustrating part is that I liked the Luka Duffel enough to buy another one. CALPAK was about to receive another sale. Instead, this experience has made me reconsider buying anything directly from the company again. Premium pricing should come with functioning customer service. Until CALPAK provides accessible human support and a return process that actually works, I strongly recommend purchasing through a retailer with a dependable return desk rather than ordering directly from CALPAK. I will update this review if CALPAK actually resolves the return.

I bought a Hue Carry On case, went on one trip and the airport placed several stickers on the case. I tried removing them with over the counter adhesive remover. IT COMPLETELY DESTROYED THE FINISH. There is no customer service phone number. NONE. I emailed and got through the AI gatekeeper after several emails, never heard anything, emailed another inquiry, then received an email telling me that I should have checked the FAQ an not used an over the counter sticker remover and they generously offered me 10% OFF of my next purchase. TONE DEAF. They said that the finish is not part of their warranty coverage. They left a very upset customer with no recourse but to write this review and to tell all about this. NO CUSTOMER SERVICE. NONE. AND THE WARRANTY ON PRODUCT IS USELESS TO A CONSUMER. I am happy to report that finally a person read my review, and was concerned enough about the customer experience to remedy it by sending a replacement carryon. The replacement was not warrantied, however I felt this would have been the best course of action early on in the process, but a replacement with a warranty would have been what I would have hoped for. I feel there was an attempt by Calpak to remedy the unhappiness, and so I will update my review.

I bought the ravia medium hard suitcase and used it for an international trip over 3 weeks. On the flight home, one of the wheels ended up coming off and was lost. I tried finding a replacement and didnt have luck so I contacted Calpak directly to get a replacement wheel for their defective, un-durable product. They said they can't give me a replacement. USELESS. I should've stuck with samsonite. Calpak might look juce but their products don't last. I will never purchase from them again.

I had made a mistake when I made my order but reached out to customer service to see if there was anything I could do to change my order despite it being final sale. Due to their promptness in addressing my concern they were able to put in a request to cancel and successfully cancel my order before it have been processed & shipped. Thanks to their quick response and action I was able to re-order what I meant to order in the first place. EXCELLENT customer service! Thank you Beth, Marissa & the entire CALPAK Team!

I purchased a 3 piece luggage set, they started to show a lot of ware after 3 years. The handles on all 3 pieces peeled, so I bought wraps to repair them. The hard case is starting to crack in several places. In year 4 a wheel ripped off, customer service will not release any details about the model of the wheel. They prefer their product fills up the landfills and to encourage customers buy more products. I was able to find the same wheel but after a broken drill bit and bloody knuckles I discovered the rivet technique used makes it impossible to remove the rod. Calpak's business model is trash, much the product.

I have hesitated to write this review, but I have to do it. I purchased a front pocket carry-on, the Luka Soft Sided carry-on. The first time I used it, I struggled to fit my computer into the front pocket, and it's so cheaply made, that it just pulled away from the seam and tore. I was in touch with customer service, I took pictures, and after speaking to several different people, one said that they would take it back and refund me, and then the next person said that they couldn't. This was so upsetting, and what was once one of my favorite companies, is now someone I'll never order from again.

I bought a Hue carry-on suitcase approximately 2 years ago, of course it's right outside the warranty. I used it three times for regular trips and I pulled it out for the 4th and the wheel is jammed and won't move anymore. I contacted CalPak about a replacement wheel or some kind of assistance and they told me to go to a luggage repair shop. I had originally researched Calpak and had picked it for its supposed quality and good price. Absolutely disappointed with the non-customer service and their suitcase that didn't even last honestly two years. I have bought several items from them, but they have now lost a customer, and I regret the money I've spent there.

Customer Service was responsive and immediately attended to the concern of not having received my order (allegedly) delivered to my front door by the shipping service (FedEx) (even though I was home at the time of alleged delivery with a dog who barks at the slightest sound outside the door to my unit). While FedEx was entirely unresponsive and useless in following up on my order, CalPak immediately shipped out a new order on my behalf to a more secure address (c/o family). More and more, in an age where a valid grievance often goes unheard, I appreciate all the more companies who provide personalized Customer Service (thank you to Beth and Brianna at CalPak). CalPak has earned themselves a returning customer.