Disappointing Experience with Songmont’s Customer Service
I purchased the Luna Bag from Songmont’s website, and unfortunately, it started to fall apart after just six months of use. The attachment system became unsewn, which is clearly a product defect. While I initially reached out to customer service, their response was not only slow but also misleading. They referred to their warranty policy, which only covers three months, and suggested that I cover all shipping and customs fees for a repair, despite the fact that the product failed within six months, well within the two-year legal guarantee required under EU consumer protection laws. When I pointed this out and requested a fair resolution based on EU law, they continued to insist on their limited warranty, which doesn’t align with European consumer rights. At this point, I am still awaiting a resolution and would advise others to be cautious when purchasing from this brand, especially if you are an EU consumer. I hope they resolve my case soon and honor the legal guarantees.