Defective Item, Zero Support from Aspinal
Does Aspinal of London even have customer service? The lack of response and disregard for a paying customer is unbelievable. I first emailed on 20 March (over three weeks ago) and have yet to receive any response. I also sent a WhatsApp message on 26/03/2026, which has similarly gone unanswered. My bag arrived with a defective top handle, yet Aspinal has completely ignored my request for an exchange—despite this clearly falling within their stated policies. They have also failed to respond within the timeframe they themselves promise. The bag is still under warranty (purchased a month ago), but based on this experience, I have little confidence that this will be honoured either. In hindsight, I should have read reviews before purchasing, as it appears I am far from the first customer to experience poor customer service. As a first-time customer, I was genuinely excited about this purchase and had planned to recommend the brand to friends here in Australia, where it is not widely known. Unfortunately, I now have only negative things to say. If you are purchasing from overseas or are unable to view the item in person, I would strongly advise caution. Based on my experience, there appears to be little support if something goes wrong with your order. What a disappointment. I liked the designs and could have become a loyal customer, but there are far better brands out there that actually stand behind their products and service. I have unsubscribed from their newsletter and will not be purchasing from Aspinal again.