Wil K.

0 stars for product quality and 0 stars for service. Unfortunately -0- is not an option!

Guarantee by this company is nothing but BULL. Don't be fooled. I purchased a Duluth Trading company brand named suitcase from this company. My son used it twice in 18 months. Not even for an air travel trip. The wheel on one corner just fell off - simply from normal use.

When I contacted the company, it took a while for a response. Boiled down to this… their guarantee is 12 months and that's it. Doesn't matter that the product was only used twice. They can't even send me a wheel so I could repair it myself.

They offer me a highly restricted 30% discount on my next purchase. Are you kidding me? Why would I buy ANY product from a company known for poor quality and not willing to stand behind their products? I get the 12 months - BUT, a company who advertises their brand as "tough and no bull" should have quickly stepped up and done the right thing.

I responded to their silly restricted 30% off next purchase offer and copied the CEO (Sam Sato) on my email. Anyone think I received a reply? Don't kid yourself - company culture and brand differentiation starts at the top.

Here are pictures showing extremely low wear on the wheels. Even the handle has the original foam wrapping on it. Obvious the product was not used more than twice.

Beware - there is no guarantee that Shutterfly will make it right if they provide you with a very low quality product. My original order did not arrive as expected. The picture was not well placed on the order and did not match what was visible when designed. I sent for a re-make and specifically asked for a quality control review. I was told it would add 5 days and agreed to this.

The second order arrived and it was exactly like the first and it did not take additional 5 days because they did not conduct any quality control review.

I asked for my money back. No-go! They gave me a credit to order again. So I did. The third order arrived and it was worse than the first 2. They actually cut the picture off from the middle of the eyes. The guys head was cut off at the eye line. Again - NO quality review.

Asked for my money back. Again. No-go. Policy is… no money back even if their quality is bad. I could pay more money to send it back to them so they can consider a refund. By now - I'm already 50 bucks into a 3.5 inch piece of glass.

Where do I go from here? I'm out nearly 50 bucks for a Christmas gift ornament that I couldn't give to my daughter.

This company just won the Costco contract since Costco got out of the business. What a disappointment. I will not do business with this company again. Hope Costco knows they turned their business over to a terrible company.