I stumbled across this brand on John Lewis and we bought 2 hand luggage cabin bags, one cream other black. They arrived and were so poor with finish, strands of unfinished cotton, double stitching, sharp edges, we returned them. I then bought one online in the cream at Dunelm thinking it would be better,..it went straight back. So we thought buy direct… exactly the same, poorly finished, threads hanging off stitching everywhere.

I emailed to complain sent loads of photos with circles clearly marking all the imperfections and ask for 2 labels for a return or if they had other solutions, I was insulted by an offer to get 25% off buying 1 more item from them! Then sent me a survey to ask how the customer service agent dealt with query…needless to say she got the lowest score!

I declined and then was offered 30% to keep them by another agent but I had to send 1 SHORT video of both. So to hold camera in your hand steady, talk, whilst filming and be able to turn bags over keeping to capture all issues was impossible…the videos were too long and bounced back, then I split video back & front on each and it went through … Any yet then they again asked for ONE SHORT video on both by WhatsApp…I did that, then was ghosted and they’ve ignore my emails since.

I chased today and no reply …heard nothing. For a UK company your customer service quite frankly is worse than offshore support. Your quality is non existent.

I’ll be doing a PayPal chargeback claim now to get a refund…and I’m still not paying for postage to return faulty goods to you.

RESPONSE TO THEIR RESPONSE- I have sent you the order ID #IT364839, do not expect everyone to use Social media to contact you, how about the team just uses the email ticket system to reply to emails instead. Last agent was Ashlea!