Robert B.
Customer service went from 1 star at the beginning to 5 stars at the end.
I bought a suitcase from them. The courier company indicated that the label had been printed for the package, but then nothing happened for eight days. I contacted them and they said they had shipped the suitcase. After a few days, there was still no change, so I wrote to them again. This time, they said they would send another one. The next day, they wrote again to say that the color I had chosen was out of stock and I would have to wait 3 weeks for it. But they had another color in stock and could send that one if I wanted. I replied that I would accept the other color, but they should ship it within two days because they were already 10 days behind schedule. They replied that they would ship it sometime. I asked what was preventing them from shipping it: the suitcase is in stock, I paid for it, they got their money, so why should I have to wait? Then, a day later, they wrote again asking me to be patient, saying they would ship it sometime (they did not answer my question about why I had to wait). From this, I concluded that the other color is also out of stock and that I have to wait for the container full of suitcases to arrive at the port (probably from China). So, I haven't received the bag yet, I can't comment on its quality, but their customer service is a big zero, that's for sure. They lie, they dodge questions, they don't answer questions, they just write some template response telling me to be patient. I'll be patient for a little while longer, but if they don't ship the package soon, I'll start the refund process with PayPal to get my money back. Update: I received another tracking number from the company, saying that they had sent another suitcase to me (according to them). In my opinion, I received another tracking number, which means that they printed a DHL label, that's all. This happened two days ago, and the status of the package has not changed since then (surprise, surprise, the status of the older package has not changed in the past two weeks either, so we are still at the same point, with only the label printed, so now I can see on the package tracking page that nothing is happening with either shipment day after day. I wonder how long the person I'm corresponding with would be patient in my place (because that's what they always ask for). Another day has passed, and still no change. I suspect that if the first package had been handed to someone who set off on foot toward me, it would have arrived within the past two weeks. I would find it funny if there weren't more than 200 euros involved in this deal. Update: The replacement suitcase finally arrived. Fortunately, it was not damaged during shipping. I wanted a cabin suitcase measuring 55x40x23 cm, but according to my own measurements, it is 56x39x23.4 cm, so it is slightly larger than it should be in two directions, but I will find out on my first trip whether they will allow it in the cabin. Due to the delay, customer service first promised a 5% discount, then in another letter, a free gift box that matches the suitcase if I receive the package. Well, I received it, and I'm curious to see if they will honor any of their offers. Update: According to my correspondence, the promised 5% refund and small gift will arrive at some point. All this without me reminding the company of their promise, so it was entirely on their own initiative. So, the initial 1 star rating ended up becoming 5 stars. The average rating is 3, as can be seen in the title. If they hadn't messed things up at the beginning, I might even have given them an excellent review. The suitcase itself looks good, by the way. We'll see how it performs in practice.