Hello Ben,
Thank you for taking the time to share your feedback.
While we're glad to hear you had a positive experience with our customer service team, we're truly sorry to learn that your bag arrived in such poor condition. We understand how upsetting it can be to see a bag that has been well cared for arrive damaged, especially when it had previously only traveled as a carry-on.
This is not the experience we want for our customers, and we sincerely regret the disappointment and frustration this caused. Our records do not show that we were contacted regarding the damage, so a member of our claims team will be reaching out to offer assistance and discuss next steps.
We appreciate you bringing this to our attention and hope for the opportunity to make things right. If you have any immediate questions, please don't hesitate to give us a call at (800) 604-7021 or email us at [email protected]. Thank you!