‘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.

I bought an Antler small spinner trolley case 18 months ago, treated it fastidiously carefully, yesterday telescopic handle played up all day, eventually seizing up folded down position, took it to pieces at home evening, was gobsmacked to discover it was held in by self tappers in cardboard and plastic, concluded inside it resembled something I wouldn't have associated with Antler, Binned it and bought 2 cases for £60, one as spare. decided it wasn't worth repairing.

I bought a Mettis laptop bag from Antler's outlet in Cheshire back in 2014. Unfortunately after a year the front zip started to go and wouldn't mesh together. Unfortunately I'd long since tossed the original receipt so I rang up the shop to ask for a receipt. They were really helpful and found my receipt, took a picture of it with their phone and emailed it across to me. I then filled in the Antler warranty web form with 6 months remaining on the two year warranty and attached the photos (Worth noting - you need to reduce the size of the photos to a few 100Kb or the form won't work). Despite the 30 day lead time Antler got back to me within a week. They sent me a very friendly email apologising for the fault and letting me know they were not producing the bag any more so they had sent me out a newer upgraded bag, which costs around four times what I paid for the original bag. It should arrive in 5 days. I spoke to them twice on the phone; once to work out the issue with the photo file size and once to confirm the delivery address. They were very polite and helpful on both occasions. Overall I'm really impressed with them.

I ordered a cabin cas and when it hadn't arrived a week later I phoned Antler to chase up the order, I was told that she would look into it and phone me back. No phone call but an email to tell me my order had been cancelled as they were out of stock. So they have my money but I don't have my case, I just hope that my money is refunded swiftly. .

I ordered three suitcases from Antler and one arrived damanged. I have emailed Antler over twelve times in three weeks and I have been ignored everytime. When I initally emailed to inform Antler of this they was fast at responding informing me to book a date in so they can swap the case which is great. From then on I have been ignored and taken two days off work for the cases to be swapped and no one has come. Nearlly a month on I am still chasing Antler and yet to receive a reponse. Avoid this company at all costs. I have contacted Trading Standards.

When we bought a Antler suitcase I was impressed with their 10 year warranty but cynically never expected that they would honour it. Our case had a problem with the wheels that basically fell apart. We made a claim having owned the case for 3 years and they have just sent a new case - we'd have been happy to just get the wheels to be honest. I was very impressed and will probably go out of my way to buy Antler again due to this. Claim process was simple too - just fill out the form online. Note: This is a genuine review.

I purchased 2 antler Juno large 4 wheeled spinner suitcases from John Lewis at a cost of £200., 02/01/2016. Used recently, on my return flight, after collecting my cases from the airport carousel, I noticed the black plastic Id name plate that was secured to the lid was broken. Have contacted Antler as I wanted to purchase a replacement, as it looks a mess on my new case. Customer services have informed me it is not possible as their repair department do not carry spares, the Juno case is manufactured in China! So they cannot help me. I have searched online for a spare part to no avail. Obviously the only way to get a new part is to purchase another suitcase! What a huge disappointment, I now wish I had purchased another brand, without this flimsy Id name plate!

This is a terrible company that I would not recommend anyone work for !! Let alone purchase from !! Used to work for this company and I definately would not recommend anyone to work for Antler !! You are overloaded with work, doing a role designated for 3 people on your own as they want to save money !!!!! There is no support from management at all and there alot of underlying bullying going on. Bullying is a big problem at this company yet they fail to do anything about and merely pretend it is not happening. The way they also deal with customers in terms of warranty claims Is absolutely terrible, I am not surprised at all the reviews from people regarding their warranty claim, half of people's claims are not properly assessed due to a clear lack of staff. The quality of the suitcases are not always up to scratch in my opinion , they often fall apart however the customer loses majority of the time unless they really push for assistance. Overall would not recommend this company !! There are plenty of other suitcase companies that deal with their customers properly and hire the right amount of staff and do not lie to the customer in making them believe there query, purchase or warranty claim will be handled fairly and quickly it won't be!!!!