CALPAKReviews of calpaktravel.com

My daughter had warned me against CalPak after they did not honor the warranty on her backpack, but I bought a beautiful 26 inch suitcase from them anyway. The suitcase traveled wonderfully for a year, but the feet broke off on a flight back from Seattle. I wanted to have the feet replaced and offered to pay for them and shipping but CalPak would not give me these small inexpensive parts despite repeated requests. First they said they were out of stock. Then they said it just wasn’t their policy. Finally they offered a ten percent discount on future purchases. For the cost of a couple of phone calls or emails to secure the feet for me, they have lost hundreds of dollars if not more of future business from me, my family and anyone I tell not to buy. Horrible customer service policy.

I am a repeat Calpak customer and very disappointed with both the durability of my Luka duffel and the company’s response to a clear product failure. My Luka duffel developed structural seam separation at a load-bearing corner after only two uses. This is not cosmetic wear. It is premature structural failure. I submitted photos and a warranty claim (Order #1224484). The claim was denied based only on warranty timing rather than the actual defect. A travel duffel should not fail structurally after two trips. I own multiple Calpak products and expected the company to stand behind its products and its repeat customers. I requested escalation for review because this failure occurred with minimal use, but the response I received did not address the defect itself. This experience has significantly affected my confidence in the brand and I hope someone at the corporate level will review this situation.

Very disappointed with Calpak customer service. Rarely do I spend good money on a suitcase but have spent a decent amount with CalPal. On a recent trip from LAX to Maui, after setting my suitcase down in security, the wheel literally snapped and came out of the base of the suitcase. Making the suitcase unable to roll and caused a HUGE inconvenience on my trip. I purchased the suitcase in 2020 and do understand that it has been some time since I purchased. But honestly have maybe used the suitcase 30 times? NEVER checking and always a carry on. I emailed customer service hoping they could send me a wheel as my husband can likely replace. I even offered to BUY the wheel. Nope, they can do NOTHING for me. Making my suitcase completely useless and now trash. They offered me 15% off of a brand new suitcase. ARE YOU KIDDING ME? I was told "Our replacement parts are very limited at this time." Okay - make them NOT limited and provide a good customer service experience. I WILL NOT be purchasing from CalPal ever again. DO BETTER.

My Luka is less than a year old and has been used maybe four or five times yet it's peeling all over. It's always been used as a carry-on and never handled by airlines so I'm baffled that a practically new bag isn't able to withstand a few uses. I filed a warranty claim and it was denied becuase they say it's normal wear and tear. It's absolutely not normal for a bag to look like this when it's barely been used. Very disappointed as this bag came highly recommended by "influencers" who are no doubt profiting off poor schmucks like me.

Very disappointed. I have purchased their Kaya 15 inch Laptop Backpack a little over a year ago and the straps are just about broken off. I only used it a few times and I really love the bag I get tons of compliments. When I reached out for help, they told me I’m over the year warranty and told me I could take it to a cobbler or something, but the bag is pretty expensive and this shouldn’t be the case and just over a little over a year. I’m very upset. I expected better but obviously not.

I bought a hard side carry-on about 2.5 years ago, past the two-year warranty date, and used it for about 8 trips. I didn't mind the scratches but on the last trip the bottom started to crack and a wheel became loose. On the last flight the wheel completely disappeared, leaving a huge hole in the base. Luckily, United offered a replacement, Calpak didn't.

Atrocious customer service. I ordered the bag on a Tuesday with overnight shipping. The estimated delivery was Thursday, and I was leaving town on Friday. The bag didn't arrive until the following Tuesday, 7 days later. I paid $35 for overnight shipping. The customer service response was basically, too bad, not our fault. I bought the bag from the lovely people at the Container Store.

Purchased an expandable carry on and have only used it maybe 10x and was in the airport and the whole wheel detaches from suitcase pulling part of the suitcase away with it. I've never seen this on cheap luggage let alone expensive. Nordstrom changed their online platform so I can't access the receipt anymore so Calpak won't stand behind this luggage. Will not be a repeat customer.