“The product itself is great and arrived as expected, but unfortunately, the overall experience has been very disappointing.
As a UK customer, I was hit with an unexpected £58 customs charge, which is a significant additional cost that I was not expecting. On top of this, I had to wait a full two weeks for the bag to arrive.
I was specifically told by the customer service team that the customs charge would be reimbursed, but it has now been a week with no update or follow-up. I find the lack of communication particularly disappointing, especially after being given reassurance that this would be resolved.
To make matters worse, the brand’s birthday sale started just two days after I received my order. Had I known a major sale was coming so soon, I obviously would have waited to purchase.
While I’m happy with the bag itself, the unexpected customs cost, lengthy delivery time, lack of follow-up from customer service, and timing of the sale have made this a very frustrating experience. I would expect much better transparency and customer service, particularly for international customers.”
“the material of the backpack is too rigid, made it dificult to use. I am trying to return the item but the return portal is not working, the costumer form link is not working and just tried to call the customer service and they are closed, although they say it is open up to 6pm. Terrible experience.”
