Stuart & LauReviews of stuartandlau.com

Terrible Customer Service. I paid for EXPRESS shipping within 3 working days of delivery. It's been almost 10 days the shipment is still abroad. Update: They replied and resolved this issue.

This is an updated review. I previously ordered a second generation Cary Briefcase (Double), which came with some minor issues. The company provided me with a replacement of the updated third generation model of the briefcase, which is the basis for my review below. The third generation offers significant updates over the previous model, which was already robust, but had some room for improvement, in particular to the inner compartments of the bag. The inner compartments are now sturdier and holds firmer in place. The interior material has changed from gray to a sandy khaki colour, which looks more aesthetically appealing to the eye - it is also not likely to get easily smudgy or stained. The options and the layout of the inner pocket are overall the same, with the exception of an added compartment for an AirTag (or similar device), along with a new detachable sleeve for holding a laptop. The previous model had a divider inside the main compartment for a laptop (which is absent in the new version), but it did not provide significant inner padding and protection. The laptop sleeve snaps on to two fasteners on the inside of of the bag. I was a bit worried that these would not be sturdy enough, but so far, my 14" MacBook Pro has been steadily secured during my excursions with the bag. There is room for a few books, notebooks or accessories along with a laptop in the main compartment, but a thermos or reusable cup would not easily fit in there, unless it is a collapsable cup, or a thermos with a very tall and slim profile. I believe the Tokyo model of this bag offers a cup holder, but it does not come with two separate compartments. The Slim or Single version of the bag may do well for daily commuting, but the Double may do better for business trips or when one wants to carry a larger set of things or just wish to have more storage options. The stitching of the bag, although not in perfect symmetry, is well and it looks like it will hold up for a quite some time. I will make sure to update my review if I have any new findings. 4.5 star out of 5.

I wanted to buy a backpack. Their website said “free domestic shipping” but at checkout some shipping fees appeared. I contacted customer service who told me they were moving away from free shipping and asked me to inform them where I saw the free shipping language on their website. After sending them a screenshot, they later replied that they now fixed their website and the free shipping does not show anymore. They never offered me the free shipping although it was blatantly on their website when I tried to make the purchase. They are not transparent with the customer at all, and did not honor the free shipping. Zero business ethics, makes me question their warranty on product if this is how they treat customers. I took my business elsewhere.

I ordered their new bag. After months of delayed delivery, they refused to accommodate an address change with the delivery. When I asked for a refund, they said they changed the address but lied. It was delivered to the old address and I had to call my credit card company to reverse the charges. Very disreputable.

I leave my prior review below for context. I was contacted by one of the company founders. He not only apologized but resolved the issue with the backpack and the lackluster customer service experience. I am now a 4 product user of Stuart & Lau and highly endorse them. ----------------------------- Until last week I was a big Stuart & Lau fan. I have bought 3 products-briefcase, backpack and wallet. The backpack shoulder strap broke last week with the nylon webbing separating from the leather strap. I have had the backpack since Christmas and only use it when I travel so this is not normal wear and tear. Yet the company will not cover the repair and won't even provide replacement webbing for me to have the repair made. Sadly I'll move on to other products.