S A.
I purchased the Odyssey backpack with a lock…
I purchased the Odyssey backpack with a lock directly from Mark Ryden in October 2023. The lock stopped working this month, and I sent numerous emails to customer service without any resolution. A backpack at that price point should perform better, and we should expect better customer service. Order #13577 The following has been added on 3/17/24 in response to the reply by Mark Ryden: As shared in my email correspondence with Mark Ryden, the backpack Odyssey was purchased through Mark Ryden Canada and I have been communicating via email with both USA & Canada office without a resolution for weeks. The backpack purchased is Odyssey and is still available on the Mark Ryden Canada website. This review did not allow me to post a link to the backpack Regardless of where the product was purchased, the manufacturer should stand by it, especially a premium product like these backpacks. A run around by customer service is not appreciated.
Response from Mark Ryden USA Official StoreMar 15, 2024
Dear Ali, Thank you for reaching out and sharing your concerns. We appreciate your feedback and want to clarify any misunderstandings. Firstly, we want to assure you that we are NOT affiliated with any other distributors of Mark Ryden products. Your order was placed on a different website. If you have any inquiries or require further information, we encourage you to reach out to customer service team via the email address provided in your order confirmation (the email you sent us). Regarding warranties, for customers who purchase from our official website, www.markrydenusa.com, we offer a one-year guarantee on our products to ensure satisfaction. Additionally, there seems to be confusion regarding the product name "Odyssey" backpack on our e-shop. We'd like to inform you that we do not have any backpack with this name. Thank you for your understanding, and we apologize for any inconvenience this may have caused. Please feel free to contact the correct website for further assistance. With kind regards, Kelly