Title: Great bags when they work, but poor support when they don't
I bought two Tomtoc bags. A crossbody sling and a laptop messenger bag. I genuinely like the design. The messenger bag has been fine. The crossbody sling strap failed under very light use. I only used this bag to carry an iPad 11 Pro. The strap keeps sliding off. I now have to physically tie it to use it. I contacted Tomtoc. Their response was a 25% discount on a new purchase. No replacement. No repair. No inspection. Tomtoc advertises an extended 2 year warranty if you register with a serial number found on the box or hang tag. I never received a serial number or registration card with either of my two purchases. I had to ask Tomtoc directly to provide a serial number for my laptop bag so I could register it. The sling bag is now out of warranty. But the strap failed under minimal use. I believe this is a manufacturing defect. Under the Consumer Rights Act 2015, goods must be of satisfactory quality and last a reasonable length of time. “A warranty does not override UK law.” Tomtoc refused to acknowledge this. Tomtoc are digging their heels in and refused to help further. Disappointed in the support. I am giving them one last opportunity to stand by their products, before I decide what action to take next, a bag at this price range should not have developed a fault such as this after minimal use, will update once I receive final response. Update – 6th June 2026 Faith Restored:- Tomtoc has reviewed my case again and offered a one-time replacement as a goodwill gesture. The replacement uses a different buckle design that should address the strap issue. I appreciate that they eventually did the right thing. It took longer and more escalation than expected, but I am updating my review to reflect the final outcome.