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★☆☆☆☆

“DUFF CASES 2...CUSTOMER SERVICE 0 ”

Written on: 24/05/2014

This review is from MAY 2014, and stretches back to September 2012, when I bought a cabin bag 'Rock Santa Cruz Super Lightweight Carry On Spinner Trolley Case 45 cm,' at a cost of £62.45 with a discount voucher of £5.20, therefore a reasonable expensive case for what there was of it!

After 2 foreign holidays the stitching at the top of the case and come undone quite noticeably and to the detriment of the contents.

I contacted LUGGAGE SUPERSTORE, and this started a chain of events to not only have the bag replaced but the substantial amount of carriage incurred by myself, returned to me in a reasonable turnaround.

No such basic courtesy with this outfit, every step of the process had to be driven by me, with constant emails and moreover expensive phone calls, rarely returned, complete lack of communication when the first bag was not available for replacement.
When a replacement cabin bag finally materialised last month (DELSEY in April 2014), the first occasion of use the zipper tab came off in my hand, and when I manouvered the zip between thumb and forefinger the zip clip simply sheared off!!! The bag had merely been in my car...
I was horrified at the ease with which a so called quality case could so easily fall apart.
However that was not the final straw, but assistant at LUGGAGE SUPERSTORE, (highlighted in a similarly critical review elsewhere in these reviews), likened my position to that of a new Porsche, which could similarly suffer 'TRAVEL DAMAGE' from new,...not eluding to the fact that that self-same travel damage could have come from their's or some other interim distributer's mishandling elsewhere!!

A somewhat hammerhead and patronising manner is unhelpful to legitimate and concerned buyers, when a product is delivered in such poor order.

Suffice to say that there are many good quality carriers of luggage out there, this is NOT one of them!