HURTIG LANEHurtig Lane, Vegan Watches and Accessories, Peta Approved
HURTIG LANE (hurtiglane.com) has 62 customer reviews on Five Star Index, with an average rating of 4.0 out of 5.
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Nick V.
No shipment notification or any other communication one week after purchase. No response to a followup 11 days after purchase. They sent me a canned "shipping" message 14 days after purchase, without any actually shipping verification. I had already purchased from a competitor three days ago. We'll see how the "return" goes. This seems to be a scam, as several others have described.
Linn D.
En vecka efter beställning har fortfarande inget hänt, jag kontaktar dem och får till svar att varan tagit slut och att de missat att kontakta mig. De erbjuder en ersättningsprodukt som är i helt annan stil än ordinarie köp, alternativt att vänta i 4-6 veckor eller få återbetalning. Svarar först att jag gärna byter till en produkt som är mer lik, men då de slutar svara så ber jag om återbetalning. Det har jag fortfarande inte fått svar på och hoppas nu att jag får tillbaka mina pengar för en produkt som inte ens fanns. Testar skriva här så kanske de svarar åtminstone...
Henrique
I am very disappointed with the poor communication from the customer service. When I ordered with Tracked & Express, I waited a week and still got no tracking info and no updates from Hurtig Lane. I sent a mail to them: no response. Only when I contacted them via Instagram another week later, I had a response and we continued over WhatsApp. Like in another review I read, my parcel was lost by the courier. But only after I asked for updates. Why was there no tracking info? Usually the seller also gets notified about tracking, right? Coincidentally, my order was now out of stock, so they had the nice offer of sending a different watch straight away or waiting around 6 weeks to restock + an extra strap for free. I preferred the one I originally wanted, so I chose to wait and let them know that I needed it before 9 weeks later for a wedding week. 7 weeks later, I ask for an update, they told me it will hopefully take a week for the supplier to restock, and if I didn't receive it before the end of the month, they will refund me. Again I got no updates from them after the end of the month, so I asked for a refund. They told me they would do it right away. A week later, nothing was refunded. I asked via WhatsApp: ignored. A few days later I sent a formal email asking for a deadline (as my creditcard company wants, so I can claim my money two weeks later when getting no response), and a day later they finally started the process of refunding the money. Why advertise with Track & Trace if you're not giving it to anyone? Why make customers wait and ask for updates and not be proactive about your orders? In my experience this passive communication is a clear pattern, and I see others experience this as well. It's a good way to make customers lose trust. I'm not going to order here again. If the communication was better (like giving updates proactively, instead of waiting for every single deadline to pass until the customer starts asking questions), I wouldn't mind waiting three months for my order. But I lost trust here after reading it has been the same since 2 years.
Response from HURTIG LANENov 16, 2025
We’re really sorry to hear about your experience. It’s the last thing we want for anyone who orders from us, and we completely understand why you were upset. If this had happened to us, we’d feel exactly the same. Just to clarify, we do provide a fully tracked service for all orders, and normally everything arrives in Europe in under five days with tracking updates. What happened with your parcel being lost, the slow communication, and the lack of updates is not how things should run. We’re honestly very disappointed that this happened to you. We’re a small family business and we look after a few hundred customers each month. Most orders go smoothly, but of course it’s the difficult experiences that end up being shared publicly. That’s completely understandable, and we take every single one seriously. You shouldn’t have had to chase us for information. We should have kept you updated throughout, and we’re genuinely sorry for the stress and inconvenience that caused. We’ve already followed up on your case, and we’re pleased that your refund has now safely reached you. We’re also working on improving our processes and will be switching to a new courier soon to make things faster and more reliable for everyone. Thank you for sharing your experience with us. We’re listening, and we’re truly sorry that we didn’t give you the level of service you deserved. Warmest wishes, Hurtig Lane
Rachel B.
Ik heb ruim twee weken terug (2 sept) een horloge besteld, en helaas tot op heden niks ontvangen. Meermaals een mail gestuurd en het contactformulier ingevuld, maar helaas daar geen reactie op gekregen. Erg jammer!
Marlene
I recently ordered a watch strap and although I paid for express delivery (which the website said would take 3-7 working days), the strap didn't arrive until 14 days later. Even after contacting customer service, I never received a shipping confirmation or tracking number (let alone a reply). I then realised that I had ordered the wrong size and contacted customer service to arrange a return. At first it seemed that there had been a mix-up and they had sent the wrong size, but when I clarified that I had actually ordered the wrong size myself and wanted to return it, they stopped responding. It's now been 9 days and I've been unable to return the strap. So I'm left with a useless strap that doesn't fit my watch. Very disappointing.
Response from HURTIG LANEDec 14, 2024
We sincerely apologize for the disappointing experience you’ve had with your order and our customer service. This is not the level of service we strive to provide, and we deeply regret the inconvenience caused by the delay in delivery, lack of communication, and challenges with your return. Having seen your comments we’ve processed your refund, without the need for us to receive your returned item first and it should now be reflected in your account. Please feel free to contact us if you need further assistance with the return or anything else—we’re here to help and want to make this right for you. Thank you for your patience, and we’re truly sorry again for falling short of your expectations.
Wartelle
Je suis vraiment déçu par mon expérience avec cette commande. Malgré avoir passé ma commande le 25 avril et avoir été débité le 26 avril, je n'ai reçu aucune information sur l'expédition. J'ai essayé de contacter le service client à plusieurs reprises, mais ils n'ont pas répondu à mes messages. Cela fait maintenant 8 jours et je n'ai toujours pas de nouvelles et toujours rien reçu. C'est inacceptable.
Response from HURTIG LANEMay 4, 2024
Nous sommes vraiment désolés que vous n'ayez pas encore reçu votre commande. Nous vous avons envoyé plusieurs e-mails ainsi qu'un message texte, mais il semble que vous ne les recevez pas. Votre colis a été renvoyé et nous vous avons transmis votre nouveau numéro de suivi. Nous surveillerons ce colis de près et il devrait vous parvenir sous peu. En tant que petite entreprise familiale, nous sommes passionnés par ce que nous faisons et nous espérons que vous aimerez votre achat. Nous espérons que vous verrez cette mise à jour ! Merci. —— We are so sorry that you have not received your order yet. We have sent you several emails and a text message but you do not seem to be receiving them. Your parcel has been sent again and we have sent your new tracking number over. We will be monitoring this parcel and it should be with you shortly. As a small family business we are passionate about what we do and we hope that you will love your purchase. We hope that you will see this update! Thank you
Miriam
Compré un reloj y nunca me llegó. Según ellos, era culpa de correos, pero creo que simplemente nunca me lo enviaron. Creo que tenían mal actualizado el stock en la pagina web, porque cuando yo lo compre habia stock de todos los relojes y a los dos días no quedaba stock de ninguno. La mitad de los correos que les he enviado no me han contestado. Y aunque me dijeron que me iban a devolver el dinero, llevo un mes intentando recuperar mis 90 euros. No tengo ninguna duda, son una estafa.
Response from HURTIG LANESep 26, 2023
Hemos estado en contacto con usted para explicarle que el reembolso ya se ha procesado y debería haberse recibido en el método de pago original de PayPal. Queremos asegurarle que no somos una estafa, sino un negocio familiar que se enorgullece de brindar el mejor servicio posible. Nos hemos puesto en contacto con usted para resolver este problema. Lamentamos mucho que su pedido no haya llegado como se esperaba. Entendemos su frustración y le pedimos disculpas por cualquier inconveniente que esto haya causado. Hemos investigado lo sucedido y parece que el problema fue causado por un error en la actualización del stock en nuestra página web. Lamentamos profundamente este error y estamos tomando medidas para evitar que esto vuelva a ocurrir en el futuro. En cuanto al reembolso, le aseguramos que se ha procesado correctamente desde nuestro lado y debería haber sido devuelto a su cuenta de PayPal. Le pedimos que verifique nuevamente su cuenta de PayPal para confirmar si el dinero ha sido recibido. Entendemos su frustración y nos disculpamos nuevamente por los inconvenientes causados. Estamos comprometidos a resolver este problema de manera justa y transparente. Si necesita alguna otra información o asistencia adicional, por favor no dude en contactarnos.
Morniel
Vegan and ethically made watches, what's not to like? Well, that's the theory. The practice is some of the worst customer service I've experienced to date, and I would caution everyone against ordering from this shop. I ordered a watch in early March, the website stated delivery times to be 5–7 days. After two weeks of no news, no shipment notice, and no watch, I contacted the shop. At first I did not get a reply. After another attempt, they finally responded and told me that my order may have got lost. After several further emails, I was told the watch had been shipped (but if so, why was I not notified of its shipment?), but that the courier might have lost it. They offered to post the watch again with a different courier. When I agreed to this, I was told that the style I had ordered was sold out and I would have to wait at least another week. Why was this not mentioned before? Instead, I spent about 10 days emailing back and forth with their customer service without clear answers, and only further delays. Overall, my impression is that this site might be a scam, and that they might attempt to stall customers indefinitely. Their website has stated for over a month now that customers will get a discount "this weekend". This seems odd. So overall I recommend: do not order from them! The only aspect of this which was handled promptly was the refund. I wish I could be refunded for the time I wasted on this whole experience as well. Edit: After leaving this review, I was contacted by the company multiple times with accusations of writing multiple negative reviews. I wish I had never ordered from them in the first place. Avoid!
Response from HURTIG LANEMay 4, 2023
We are extremely sorry to hear about your unsatisfactory experience with Hurtig Lane. Our primary goal is to provide our customers with high-quality, vegan, and ethically-made watches, and we take your concerns very seriously. Firstly, we would like to apologise for the delays you encountered during the ordering and shipping process. There was an issue with your first shipment, and it was returned to us. The parcel had a sticker indicating that no one was available to sign for it at the delivery address. We understand how frustrating this must have been for you. As the first parcel we sent was originally presumed lost, we offered to send the watch again as soon as it was back in stock (in one week) along with a gift worth €49, as a gesture of goodwill for the inconvenience caused. We understand that you did not wish to wait a further week, so we offered a full refund instead. We are glad to know you received your refund promptly, and we wish we could compensate you for the time you spent dealing with this situation. It is essential for us to address any difficulties our customers face and work towards improving our services. We would also like to clarify that multiple reviews with similar content were posted around the same time, however, these have now been removed by Trustpilot. We assure you that our company is not a scam, and we are committed to ensuring customer satisfaction. For further confidence in our services, you can find us on some of Europe's most prominent vegan marketplaces, including Avocado, which is based in your country. These platforms have stringent entry requirements, and they conduct thorough checks, including the verification of sustainability credentials and proof of vegan materials. We hope this helps put any concerns to rest. Once again, we sincerely apologise for the inconvenience you experienced and appreciate your feedback. We will use this as an opportunity to improve our services and provide a better experience for our customers in the future.
