I am extremely impressed with the Cary briefcase. Not only is the quality of every component top notch, the thoughtfulness of all interior and exterior details makes this the most useful daily and tra... Voir plus
L'entreprise a répondu
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The bag is impressive in looks and design. The tan blue with the brown leather belts gives it additional touch of elegance. I am happy using it and get great compliments on the selection from colleagu... Voir plus
The Capstone backpack is an overpriced failure of basic design masquerading as luxury gear. The shoulder strap hardware doesn’t hold tension, meaning the straps continuously slip and expand while yo... Voir plus
L'entreprise a répondu
Firs class service. Problems with delivery but all sorted by the Company. An excellent product too.
L'entreprise a répondu
À propos de l'entreprise
Écrit par l'entreprise
Celebrating a decade of award-winning design, Stuart & Lau builds best-in-class carry solutions that are engineered for effortless mobility in a timeless, classic form.
Coordonnées de contact
New York, Etats-Unis
- 1-888-565-0806
- support@stuartandlau.com
- stuartandlau.com
4,3
Excellent
256 avis
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A répondu à 100 % de ses avis négatifs
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Exceptional Service and Quality Products
I'm thoroughly impressed with the exceptional service provided by Stuart & Lau. They went above and beyond to ensure my order was shipped promptly, even rerouting it through an alternate warehouse to avoid delays. To top it off, they included a matching Dopp Kit as a thank-you for my repeat business, such a thoughtful gesture!
The level of care and attention to detail they've shown is rare and deeply appreciated. I highly recommend them to anyone looking for outstanding products and unparalleled customer service.
20 novembre 2024
superior quality of product and service
superior quality of both the product and the service. own a briefcase for more than a year, and it is well travelled (at least 200,000 miles). still looks as new. just made a mistake ordering something else, and customer service addressed the situation within hours, on sunday..
17 novembre 2024
This is how customer service should be
This is how customer service should be. Extremely polite and efficient staff. A great company to deal with, and top quality products.
12 novembre 2024
Beautiful Briefcase - Fast Delivery
I had originally been skeptical when a saw a few items on pre-order. After some follow up with their customer service I ordered a slim gen 2 briefcase. It came quickly. High end packaging. And the case is just beautiful. Quality leather, finished very nicely. The slim case is actually bigger than it shows. Plenty of room for 16 inch MacBook, power cords, note books etc. great day in and day out size.
9 novembre 2024
They were responsive to my inquiries.
3 novembre 2024
No refund and not responding to outreaches
I ordered a bag from Stuart & Lau, received it in July and after shipping it back to them the same month (with track & trace confirming receipt of return) they are not paying the refund. Repeated emails to their corporate emailadresses over the last few months are simply not responded to, they are not reachable by phone and don't even respond to Instagram messages... They make nice bags, I now own two, but warn other people not to order there now
23 octobre 2024
Avis spontané
Réponse de Stuart & Lau
Hi Rogier,
Good morning, we are so glad that you're enjoying your price purchases and thank you for making us aware of the situation here, as your emails appear to not be getting through to our inbox.
The team did a rather exhaustive search just now and we have no record of your outreach about this issue, so there might be a unknown technical reason that your emails are being blocked or not deemed "safe-sender" status, our apologies.
We do see in our returns platform (AfterShip) that you initiated a return request one month ago, which was approved. That return's status, however, seems to stop at the approved stage, and we are not seeing any further updates that contain the tracking or that it was shipped back to us.
For next steps, we look forward to figuring this out for you and will follow up on email to get that tracking so that we can hunt down your returned shipment and get your refund processed.
For peace of mind, we'll also share screenshots from our returns platform and our customer service inbox to just assure you that this is really the first we're learning of this issue and to give you a better understanding of what we see from our end.
Thanks again for your repeat business, and we'll pick up things on email next, cheers.
With warm regards,
Stuart & Lau \\ support@stuartandlau.com
Avoid at all cost
Do not recommend them. It was fantastic company years ago. Now they are collecting orders but not shipping them. Also not replying any email. Ordered the backpack months ago. They took my money and stop responding. Be aware ! I’m trying to get my money back through my bank
12 octobre 2024
Avis spontané
Réponse de Stuart & Lau
Hi Kris G.,
We're very happy to hear that you loved your prior purchase and of course sorry for any confusion around the pre-order process.
As shared in our email exchange with you on Oct.04, there was a labor strike at the port of entry, which delayed the estimated ship dates. External factors like this can occur and we appreciate everyone's patience with this unavoidable part of the pre-order process. Estimated ship dates can shift unfortunately, and we really try our best to communicate this across our website and in the emails you received.
In regards to response times, we apologize if the team did not reply quickly enough to your request for expedited shipment. Our CX team does their best to reply within 1 working day, but we are not online over weekends and sometimes response times can stretch to 2 working days when volumes are high, our apologies.
Thank you for sharing your feedback, and for anything else, we'll be standing by to assist over email, cheers.
With best wishes,
Stuart & Lau \\ support@stuartandlau.com
Their excellence will become a staple.
Their excellence will become a staple.
Stuart & Lau know how to cater to the modern professional.
30 septembre 2024
Pre-ordered item gets pushed back several months without notice
We pre-ordered their Cary 2 item in June, which was estimated to be shipped in August. When August came around, the shipping estimate changed to September. Now that September is past, the shipping estimate has changed again to October.
We had planned to use this bag on a trip in October but now that's obviously not happening. They haven't sent any follow-up emails either, so I had to track these shipping date changes myself.
Their bags look great and the other reviews make them seem wonderful - but I doubt we're ever getting our pre-ordered product now.
27 septembre 2024
Avis spontané
Réponse de Stuart & Lau
Hi Justin,
Thanks for sharing your experience here, and we do sincerely appreciate everyone's patience when waiting on their pre-order.
For this latest delivery, there was a labor strike at the port of entry, which resulted in a several week delay due to a backlog of containers moving through the port. We communicated this issue to all customers who were impacted, but we apologize if you did not receive that email.
For next steps, please rest assured that our team is preparing to get all pre-orders shipped as soon as they reach the warehouse. If you need any specific assistance, our team is always available to assist, cheers.
With warm regards,
Stuart & Lau \\ support@stuartandlau.com
Prompt service
Prompt service; I received emails within hours of them being sent. The situation was resolved very quickly and no haggling. They clearly stand by their product.
16 septembre 2024
Great product, great support!
I loved my bag from the start, so my opinion of Stuart and Lau was already high. However, after nearly a year, one of the shoulder strap clasps broke. Within an hour of my email to the support team, they responded with a direct link to their website to order the part I needed AND a discount code so I only had to pay shipping (fair enough). Between the very rapid response and making it really easy to replace my part, my opinion jumped up even higher.
13 août 2024
Lifetime warranty is a lie
Overall quality is poor and bag was unusable after 6 months. Communication is very slow and "lifetime warranty" is a joke.
30 juillet 2024
Avis spontané
Réponse de Stuart & Lau
Hi Mr. Khan,
Nice to hear from you again and thank you for sharing your experience here. We are sorry that we could not provide the solution you requested, but again, we felt it was unreasonable given the nature of the issue. Our team offered and remains willing to help. We'll be standing by if you need us, cheers.
With warm regards,
Stuart & Lau \\ support@stuartandlau.com
Delighted to own this bag
Easy to order, arrived without any trouble and early. Bag in perfect condition and I'm delighted after having this on my wishlist for years to finally own this bag and use it daily. Perfect bag for my work, which involves a lot of international travel! Super spacious and elegant, lots of organisational options and I use the foldable tote more than I thought. Very happy with my purchase.
21 juillet 2024
Quality and delivery time
22 juillet 2024
Very professional and courteous the…
Very professional and courteous the entire time, from ordering to delivery. Monaco bag without question is wonderful. As is my Carry briefcase.
Best regards
Frederick Magnani
11 juillet 2024
Phenomenal customer service and a…
Phenomenal customer service and a fantastic, well built weekender bag with incredible high end accents. Can't recommend enough.
22 mai 2024
Never received order
Placed order for redux gym bag in March 2024, received an email saying shipping by 24th May, still haven't received order as of 4th July 2024.
Followed up with client service but no one came back.
Feels like a scam.
4 juillet 2024
Avis spontané
Réponse de Stuart & Lau
Hi Lucas,
Our apologies, there appears to be some confusion and mixed signals on this. For pre-orders to Asia, those did ship at the end of May, but pre-orders like yours to Europe were scheduled to ship at the end of June and we just finished shipping all those last week. Your order did not ship, however, because we received a chargeback on it from your credit card company, so we had to hold it back. We've emailed you about this, but not yet received a reply. We would love to hear from you and get this all sorted out — so please feel free to reach out to us at the email below, cheers.
With best wishes
Stuart & Lau \\ support@stuartandlau.com
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