Good value products but very poor customer service
The good news is that this company’s backpacks are of reasonable quality and are very competitively priced. The bad news is that their customer service is really poor, and it can take absolutely ages to get a problem fixed. My problem was that I ordered a backpack from them about 3 weeks ago. Before I ordered it, I asked them to confirm that my camera and 100-500 zoom lens would fit in it (as the information on the backpack on their website was unclear). They simply replied that if it didn’t fit, I could return it. Well, it turned up and it didn’t fit. When I said I wanted to return it they suggest me replacing it with an alternative backpack. I agreed to this and selected an alternative that was cheaper, and they agreed to refund the difference in the purchase prices. I returned the original backpack to them and the tracking system confirmed that it was delivered the following day. In the following week, I went back to them several times asking them to process the refund, but they continually got back to me saying they hadn’t seen the package yet! Eventually, some 9 days after it was delivered, they finally told me that they had authorised the refund but that it could take up to 7 days to arrive!!! The other thing to be aware of is that although they have a warehouse in the UK, their customer service department is in China and, if you contact them, they will only reply the following morning and only on Mondays to Fridays!