Antler www.antler.co.uk

‘customer services’

Yes you are correct that customer services is in parentheses because I cannot possibly fathom how you have a department with that name!

I am writing to express my absolute disgust at the service, or lack thereof I have recently received.

OVER 100 years of experience you say? fascinating!

I placed an order on August 1st 2023 at 11am with the claim on your website that delivery takes up to 5 business days and the next step would be to receive DPD details.

Now as I am moving to another country one would have thought this order schedule leaves ample time to have these suitcases delivered before August 23rd based on your claims.

So you can only imagine my disgust at the following events:

1- IF you cannot meet your advertised delivery guidelines this should be communicated in advance. No later than the last possible day that your customer should expect delivery. Why wait for me to chase?

2 - I emailed on August 7th which is several days after my order to query the status and was told my order was being 'shipped according to plan' and the up to 5 day delivery schedule was confirmed to me again. Bearing in mind at this stage I hadn't had any other comms and nothing from DPD either - even though I was just one day before the 5th working day so It should have been delivered on the 8th latest.

3- I followed up again via chat on August 16th (I should also note at this point that there was no phone number to contact and I have received no further replies apart from you asking me to rate your service. ha!...) only to be told that you had 'inventory issues' but also that the details were received by the warehouse and ready to be fulfilled.

Again why was I not told?

Why did you wait for me to chase you again rather than advise me as soon as you knew?!

Why were the inventory issues not communicated to me when the order was received or at my first chase?

You must have known at that point that you couldn't possibly meet your delivery schedule. Why didn't you contact me and offer a solution / replacement etc

4- Customer Service Agent 1 - responded to said chat message with 'if you are willing to wait your order will be fulfilled as soon as the warehouse is ready to despatch... sorry what? We are now 15 days post order.

5- A few hours later Customer Service Agent 2 - jumped in with a response saying my order was delivered to someone on August 4th!

6 -Up to this point and even at today's date as I write this I still have no update from dpd so how you can claim it was delivered I have no idea.

7 -The next message again confirmed the last customer service agent mixed up the order numbers and the delivery was not even our order. I am sure you can imagine how filled with confidence I am at this point with your customer service.

8- It is now August 17th. 16 days after I placed my order on August 1st and I still have no update & no DPD details.

End Result - a full refund issued - no suitcases

No happy customer

No sale for Antler

Do Not Waste Your Time With Antler

Bought two case in Nov 22. One trip in Jan 23 and all the finish just rubs off. Cant use them again because they look like cheap tat-whichbthey are-but not cheap.

AStill trying to get a refund-court is my next option.

Informed over a week after my order that it could be a further 14 days (!!) to receive my item. This should have been delivered within their agreed 3-5 days policy.

Only response from me raising this as an issue was "feel free to cancel the order"

Terrible customer service for a business trying to be premium

Ordered a case for my wife with a personalised luggage tag (£19.95!!) and a matching overnight bag. Then placed another order for myself, exactly matching my wife's order to match, but in a different colour. At the time of ordering, the luggage tag was out of stock, so I continued the order with a view to adding it when back in stock.

Was then told that it cant be ordered seperately and can only be purchased with the corresponding items...... that i'd already purchased...

Nothing on their web page to suggest that it couldn't be added at a later date. No mention on their FAQ regarding individual purchase of personalised products either.

Why are they priced seperately and delivered separately if they can only be linked to a corresponding order? Disappointing and misleading and no attempt by customer services to fix other than it has been something that management have been discussing and it's on the list for our ecom team to look at'

Not good enough really. Beginning to understand why there are so many poor reviews. At present, wish I'd have spent my money elsewhere. Great looking luggage, flawed processes.

I bought an antler suitcase hand luggage for my holiday to Spain. The crew put it in the hold as it was a busy flight. Next trip to Glasgow and as I was going up and down stairs the handle refused to move up and down which made travelling very awkward!! In October I took it back to the shop I bought it from. Antler, Junction 1, Belfast. The sales assistant called someone from the back. Presably the manager. I was told the cabin crew bent it!!! HELLO ONE JOURNEY. Her attitude to me was rude and defensive. I was just going in, to say this case didn’t last, therefore not fit for MY purpose and could I have a refund. Instead I got a rude woman who was so condescending and defensive. I came away doubly disappointed. My review writing is normally only positive but I felt this was too much. It seems to me it must be a common problem so Antler are unwilling to stand by their product. My advice to anyone is DONT BUY ANTLER!! My 10 year old Tesco suitcase and 5 year old lidle suitcase are still VERYmuch fit for purpose. £90 on something I can’t use again!!! I presume antler will have a perfectly good explanation when they read this review and possibly the person I encountered should really not have been working that day and hence her reaction. Sorry Antler to give such a negative review but it’s others who encouraged me to do so after I told them the problem.

Bought two KOS style cases in January primarily for a family trip to California. Whilst the case bodies survived the trauma of baggage handling reasonably well both locks were twisted and on the larger case the two link hasps bent and snapped off. Both locks and hasps very poor quality alloy with no strength.

I have found Antlers customer service absolutely appalling. Unbelievable in the 21st century. First email not read properly and basically questions ignored. Sent photo's of damage. No response for ages so chased. Another apology but just a referral to the retail business I bought the cases from. I had previously explained it was very difficult for me to get to them lugging cases at my age. No mention in any event that they had liaised with the store so chances are it would be a wasted trip. Have written again but again no response. Just not interested.

I now have two useless cases supposedly under guarantee for 10 years!

I won'tbe going near Antler or associated companies again!

we had the wheels of one of a set of 3 antler suitcases broken at an airport. Antler were extreamly unhelpful( if its not a warrantly claim for new cases, we do not want to know) & referred us to K2 global.

K2 offered to collect for a £14 fee, but when I questioned further admitted that they were unlikely to have the replacement wheels.

will never buy Antler again !

zip broken twice on case, moderate use not fit for purpose, warranty process a joke, case in tip now, purchased replacement from a rival, with four others for family, will never buy Antler again, see lots of similar views. York outlet store a great example of how not to provide service.

Having bought four Antler Cyberlite cases three years ago, and travelled with them by air two or three times each year since, three of the cases are showing distinct signs of deterioration, to their frames and trim. When I attempted to make a claim under the ten year warrranty, Antler dismissed these defects as either "cosmetic" or " wear and tear". In other words, the cases are not protected by warranty if you - err - use them for travelling! As such, Antler's warranty isn't worth the paper that it is very impressively, but deceitfully) written on.

After many years service from a medium priced set of american manufactured luggage it began to look a bit shoddy so I decided to invest in some new lugagge. I bought six pieces of matching Antler luggage of the Marcus design. Within a few months the springs in one telescope handle broke and was repaired under guarantee, within the next year one more broke the same way and another jammed solid.

This only gets as much as one star because nothing lower is available.