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Businiess name:
Lax Luggage
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Review by:
citysearch c.
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Review content:
I've been a client of theirs for years, and I was always pleased with their selection and prices. However, this year I bought a Kipling backpack which turned out to have a factory defect. The handle doesn't lock at the frist stop, which makes it difficult to manouver. Since it took me a couple of days to discover the defect (my daughter was using it and she did not alert me), they refused to exchange the item for one in good condition. Mind you, I was not asking for my money back, I was only asking for a replacement. Now I have to mail the backpack to Kipling and wait until they see it fit to send me a replacement, which is not only inconvenient (I have to pay for shipping), but not what one would expect from a brand name item bought at a renowned store for over $200. Unfortunately, over the years I've recommended this store to many of my friends, and now I'm in the position to alert them that they have a bad customer service policy. So, if you buy at this store, make sure you won't want to exchange the item due to factory defects. For anything else, I guess they're OK.
Pros: Good, wide selection
Cons: Bad exchange policy, no concern for clients
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