Troubadour GoodsReviews of troubadourgoods.com

Response from Troubadour GoodsDec 12, 2025

Hello Nir, Hi there, thanks so much for taking the time to share your experience with us. I’m really sorry for the frustration you ran into while trying to change the colour of your bag. I completely understand how disappointing it feels when you try to make a quick adjustment shortly after ordering and it doesn’t go the way you expect. We did communicate that item changes cannot be guaranteed once an order is placed, especially during peak season when our warehouse moves very quickly. That said, the experience could have been much smoother if our team had offered to cancel your order immediately to prevent it from processing. This would have avoided the confusion and frustration you encountered. We never want you to feel ignored or left hanging. You deserved clearer guidance and a more joined-up experience, and I’m genuinely sorry for the inconvenience this caused. Please reach out to our support address with a note requesting this be flagged with Amber. I would love to help you with a return and share a UPS label with you. On a positive note, we’re glad to see you were able to place a new order for the Bronze Red Apex and matching chest strap. That colour is a favourite for a reason, and we hope you love it when it arrives. If you need anything at all, just reach out. We’re here and happy to help. Regards, Amber Customer Operations Manager

Response from Troubadour GoodsFeb 23, 2023

We are sorry to learn about your experience with Troubadour. I would like to address the UPS issue as best we can. When items are shipped we do send a tracking ID used to ship the order. If items were sent in multiple boxes, using the tracking function provided at the UPS site it will detail if the order was sent in more than one shipment/box. From that tracking page you are able to view the individual tracking IDs associated with the order. At the time of delivery, if the courier is unable to obtain a signature they have the option to either redeliver on another day or deliver to a UPS Access Point. We have not control over how the driver may choose to obtain the signature. However, if the delivery is dropped off at a UPS access point we are not notified, instead UPS updates the tracking information and provides the location of the Access Point. We apologize if this caused any inconvenience for you, again, we have no control over when UPS chooses this option. We are sorry to hear that there was an issue with the quality of the products received. We aim for a higher quality of product and our Support Team is always willing to assist you to make things right. Troubadour's products carry a 5-year guarantee and in most situations we are able to repair most issues and in cases where we are unable to do so we are always happy to send out a replacement. We understand that you have made the decision to return your items for a refund. We wanted to reach out and apologize for your experience. If you decide to shop with Troubadour in the future our Support Team is alway there to assist you with any questions or concerns that may arise.

Response from Troubadour GoodsOct 13, 2022

Dear Kay, Thank you for the feedback. We're always happy to know that people like the make and design of our bags. I'm sorry your experience processing a return was frustrating. We always reply to customer emails and phone calls within 1 business day. We have gone back to look closely at what happened here and we just want to share the details from our records. We returned each phone call the same day but the phone was not answered when we called. As we did not reach you by phone, we also followed up each phone call with an email to you. After the phone calls, when you sent an email, we replied to that email and you received that reply (this is where we were finally able to connect and get you a new return label). All that to say, somehow our phone calls and emails were not getting through and I think this is where wires got crossed. Again, I'm sorry this was a frustrating process.