Vincent
Infuriating silence
I waited patiently while the package meandered to me from China for six weeks, and finally received my order. However, instead of The Explorer Aluminum Suitcase Lime × 1, Carry-on / Lime, I received The Explorer Aluminum Suitcase Black x 1. I sent several emails about the issue (also sent messages via the Toru web page). The first two emails included images attached showing that the box was marked as a black suitcase, and a photo of the black suitcase which arrived. I don’t want a black suitcase. If I did, I would have ordered one. Only one of my messages resulted in an auto-reply acknowledgement from customer service of “message received.” Aside from that, silence. They claim that customer service is important to them, but that’s clearly a flat out lie. The only reason I give them two stars and not one (or zero) is that they did indeed send two suitcases, as ordered, even if one is the wrong color. Why they can’t correct a simple problem, or communicate at all about it — well that’s the question of the last few weeks.
Response from TORU CLOSep 7, 2025
Hello Vincent, We sincerely apologize for the frustration this experience has caused. Receiving the wrong color suitcase after patiently waiting is understandably disappointing, and the lack of timely communication from our side is not the standard we hold ourselves to. We take full responsibility for this mistake. Our support team should have responded quickly and clearly to resolve the issue for you, and we regret that this didn’t happen. We are already reviewing your case to arrange the correct Lime Explorer suitcase and will contact you directly to make this right. At TORU, we are committed to excellence not only in our products but also in the service we provide. Thank you for bringing this to our attention — we’ll ensure this is corrected swiftly. Warm regards, The TORU Team