TORU CLOReviews of toruclo.com

Response from TORU CLONov 24, 2025

Hi there, Thank you for sharing your feedback. I’m sorry to hear that the suitcase didn’t match your expectations, and I’d like to provide some clarity so readers have accurate information about this product line. The Lee X Toru Gun-Metal Edition is built with a reinforced polycarbonate shell and aluminum alloy framing, corners, and locking hardware. This is stated in the product specifications and is a common construction for hybrid cases used by many premium travel brands. It is not advertised as a full-solid aluminum suitcase, and the structural design is intentional — polycarbonate provides impact absorption, while the aluminum components provide rigidity and support. Regarding returns: Toru items are made to order, and our final sale policy is clearly displayed on the product page and during checkout. Because each case is custom crafted, returns are not available for reasons such as preference or expectation differences. However, if an item arrives damaged or defective, customers can contact us within 48 hours with photos and we always assist in those situations. We understand that receiving something different from what you envisioned can be disappointing, but we do not mislead customers. Product materials, production timelines, and policies are published transparently so buyers know exactly what to expect before placing an order. We appreciate your feedback and hope this clarification is helpful for anyone reading.

Response from TORU CLOSep 7, 2025

Hello Boris, We completely understand your frustration and we’re truly sorry for the delay. International shipments can sometimes take longer due to customs clearance and carrier processing, but please rest assured that your order is on its way. Our team has already checked your tracking, and we’ll be sending you the latest update directly by email. If at any point you’d like live support, our customer care team is available 24/7 at [email protected] — we’ll make sure you get updates until your suitcase is safely in your hands. At TORU, we design our suitcases to be trusted companions for years of travel, and we’re committed to making sure your first experience with us is as smooth as possible. Thank you for your patience — we promise it will be worth the wait. Warm regards, The TORU Team

Response from TORU CLOAug 29, 2025

Hi Kasia, Thank you for sharing your feedback. We’ve looked into your order, and the reason you did not receive an email confirmation or tracking details is that no email address was provided at checkout. Without an email on file, our system is unable to send automated updates. That said, your order was successfully placed, and your tracking number is valid. It’s normal for UPS tracking to first display “label created” before the package is scanned into their system. Once movement begins, updates appear as expected. We’d like to reassure you — Toru is a legitimate retailer, and every order is handcrafted and shipped with care. Many of our customers have already received and are enjoying their products, and we’re proud to stand behind the quality of our service. We appreciate your patience and understanding, and if you’d like further assistance, please reach out directly so we can continue supporting you. We'll send you the screenshot when we receive your email (we can't send the file here). Warm regards, Sally Thorns Toru Customer Service

Response from TORU CLOJan 18, 2026

We’d like to clarify that this statement is not accurate. According to official carrier tracking, the item was successfully delivered on time to the address provided at checkout. If you believe there is a specific issue that needs review, we encourage you to contact our support team directly with your order details so we can assist properly.

Response from TORU CLOJan 18, 2026

We take accusations like this very seriously, and it’s important to clarify the facts. After reviewing this order, we can confirm that a valid tracking number was issued, and the carrier later marked the shipment as delivered, supported by official carrier records. We do not generate or provide “fake” tracking numbers — all tracking information comes directly from the shipping carrier and is verifiable. If a shipment is confirmed as delivered by the carrier, including confirmation shared with financial institutions, it is considered fulfilled. Chargeback claims are reviewed using this same verified carrier data, which is why delivery confirmation was provided. If you believe there is a genuine discrepancy (such as theft after delivery or an address issue), we encourage you to contact our support team directly with your order details so we can review it properly. Public claims of fraud do not reflect the confirmed delivery status shown in this case.

Response from TORU CLOJan 18, 2026

Hi there, We take concerns like this seriously and would like to clarify the situation. After reviewing your order, we can confirm that all items in your purchase were successfully delivered, as shown by the official carrier tracking and delivery confirmation. There are no outstanding or undelivered items associated with this order in our records. If you believe there is a discrepancy or if you’re referring to a different order, we ask that you contact us directly through our official support channel so we can review it with you properly. Posting claims of non-delivery without reaching out with order details does not reflect the confirmed delivery status. We’re always happy to assist customers who contact us with verifiable information so we can resolve matters efficiently.

Response from TORU CLOJan 18, 2026

Hi there, We take claims like this very seriously, and it’s important to correct the record. Toru Clo was founded in late 2024 and operates solely under this name. We are not affiliated with, connected to, or rebranded from any other company, including those mentioned in this review. The allegations regarding prior businesses, suspended entities, addresses, or individuals are factually incorrect and unsupported. We do not operate under aliases, and we do not engage in deceptive practices. Orders placed with Toru Clo are fulfilled, tracked, and supported through our official customer service channels. When delays occur, they are related to custom production, international shipping, or address issues, all of which are disclosed at checkout. We encourage anyone with a genuine Toru Clo order to contact us directly so we can assist appropriately. Spreading unverified accusations about unrelated companies or individuals does not reflect the reality of our business. Warm regards, Sally Thorns

Response from TORU CLOJan 18, 2026

Hi there, Thank you for your review. We’d like to clarify the situation for accuracy. According to the official carrier confirmation, UPS provided clear delivery photos showing the package was successfully delivered to the address listed on the order. This confirms the shipment reached its intended destination as provided at checkout. When a carrier confirms delivery with photographic proof, the shipment is considered complete. Unfortunately, we’re unable to redirect or retrieve packages once delivery has been confirmed by the carrier. We take all concerns seriously and respond to customer inquiries through our official support channels. Claims that no communication was provided do not reflect our records in this case. We understand how frustrating delivery issues can feel, especially around the holidays, but it’s important to rely on verified carrier data when reviewing delivery outcomes. Warm regards, Sally Thorns