Awful company and terrible customer service
I have had a terrible time with this company. Nothing has been simple with them, their customer service replies with ludicrous proposals and does not listen.
Some context: I purchased a large roller duffel from them. Upon receipt, I realized it was too large for my needs and wrote back, asking to exchange for a smaller size. Instead of hearing my request, they proposed money back on the larger bag, offered me a coupon on a future purchase, everything BUT what I requested. Given the hassle and difficulty of this encounter, I just kept the damn bag and decided to try it out on a trip... Only for the primary zipper to fail, leaving my possessions exposed. I wrote them immediately, asking for a refund, only to be rebuffed with another offer for a small token amount of money back. They do not seem to understand that I am unhappy with the product, I have lost faith in it, and the best thing they could do (from a customer service perspective) is accept the return and try and save the relationship with the customer.
To summarize:
-Atrocious customer service
-Subpar product
-Zero ownership of the problem








