Emily R.

... but things have gone downhill. I own luggage, duffel bags, and clothing, and it seems they have let luggage and bags go by the way side. I have contacted customer service about fraying leather, etc. on one of our duffels' handles and not gotten a response.

Most recently, I wanted to complete my Highland collection and the medium checked bag came back in stock. I bought it, under the impression by the website which said orders are processed in one day. Well, it's 9 days later and it still hasn't shipped. And I needed it for a big trip next week. Customer service has been fast to reply, but they just say they aren't sure what is happening with the warehouse, and keep saying it will ship the next day, and it doesn't. I want to cancel my order but no one is getting back to me now. Definitely sketchy.

Purchased a hoodie only to find out after purchase that it can take up to 21 days for them to get a size large. Apparently two days is too late for them to cancel the order and my only option is to wait to receive it, then return it for store credit. Not even a refund. Total bummer and kind of sleazy as their terms are not clear.