Poor product. Poor durability. Poor customer service. Twice.
The bag tore completely along the seam on only its second use. It contained one lightweight quick-dry towel, cloth beach shoes, a swimming costume and a water bottle — hardly heavy, bulky or unreasonable items for a bag supposedly designed for this purpose.
What was almost as disappointing as the quality of the bag was the company’s response.
Rather than apologising for a product that had failed almost immediately — and for the inconvenience caused — their tone suggested they were doing me a favour by replacing it. I was told that any replacement would be an “exception” and a “one-off”, as though I were asking for special treatment rather than simply expecting a faulty product to be put right.
The replacement process was unnecessarily difficult and dragged across a series of emails. I had to provide numerous photographs of a bag that was quite clearly torn apart along the seam, followed by further photographs showing that I had written “Defect” and the date on it. Presumably this was to ensure I could not resell it — although given that the bag had split completely along a seam, its only realistic destination was the bin.
Eventually, a replacement arrived.
That bag also tore within a week — along exactly the same seam.
So this was clearly not an unfortunate one-off. Two bags, both failing almost immediately, in exactly the same place, under perfectly normal use.
Unless you plan to carry nothing heavier than feathers and cotton wool, I would avoid this bag.
And if it does fail, don’t expect a company that responds with an apology, takes responsibility for the poor quality, and makes the situation easy to resolve. In my experience, you can expect the opposite.
Poor product. Poor durability. Poor customer service. Twice.