Carl Friedrik Reviews 

I am extremely disappointed with my recent purchase of a refurbished luggage. While I understood that I was buying a pre-owned item, I expected better quality and service considering the price I paid.

To my surprise, the luggage arrived pre-locked with no accompanying code to open the lock. This lack of attention to detail is unacceptable, especially for a supposedly luxury brand. Not only did it inconvenience me, but it also reflects poorly on the company's commitment to customer satisfaction.

Upon reaching out to their customer service, I received a lackluster response. Instead of offering a suitable solution or compensating for the inconvenience, they simply suggested I buy a separate TSA key or try an extensive range of number combinations to unlock the luggage. This response further highlights the subpar customer service experience I have received.

As a customer, I expect a certain level of quality and service when purchasing from a luxury brand, even if the item is refurbished. Unfortunately, this experience has left me feeling let down and dissatisfied.

I ordered a three-piece set of CF in Grey / Cognac and received delivery within a few weeks in December, 2023. I’ve only used the Large Check-in on a cruise that I just returned from on January, 28, 2024 and I’m concerned about the quality. As you can see, the gray paint is already scraping off the hinges and the “leather” is peeling from scuffs as well. I ordered CF because I loved the dark gray with cognac leather look and assumed genuine leather would patina nicely with use. This is not real leather and is some bonded material with a leather-look coating that does not wear well. Very disappointing. I’ll be looking into return/charge-back options as this was not what was advertised.

Great product! Always received compliments from friends and even strangers. Great team as well, very helpful in everything especially when I had problems with my previous purchased luggage.

Good Morning Magda
Just a quick email, my order arrived this morning which is outstanding customer service. I was worrying it would not arrive before my business trip next week. I’d like to compliment you on your superb service. If you would like me to leave feedback on truspilot or somewhere please send me the link.

Thank you to you and the team

I had a problem but the customer service team were brilliant.

Excellent customer service, they helped me from the selection to the delivery ( bit complicated to Mexico City ).

Ordered check in suitcase. This is masterpiece! It look so good, sleek and light. Faced a minor issue with delivery, but support “angels” manage to fix it quickly. Can’t wait to try another product form them. Lifetime warranty!!!

Replacement for an order I made was quick with the team proactively reaching out to me through emails.

As always a wonderful company which I am loyal to through their amazing luggage, customer service, sleek and functional designs and lifetime warranties.

From the first contact on 31dec to 05jan when the replacement carry on was delivered the experience was first class. I can only state the Carl Fredrick is company of honor in every way.

The service I received was excellent. My Walden wallet is very stylish and masculine. The order process was easy, and the wallet arrived the next day! Thanks.

tl;dr Carl Friedrik listed an out-of-stock item on their website; sent me a different, in-stock style of item when I ordered it; and now refuses to engage in good faith to retrieve the incorrect item.

As a return customer, I expected more from Carl Friedrik—however my most recent experience with them has revealed an apathetic and embarrassing level of customer service.

After ordering a suitcase, I was disappointed to see that Carl Friedrik had sent the incorrect style, which they confirmed to me in writing. Given that they bore the mistake, I reasonably requested to return the case, that they schedule a courier to collect the item at my residence, and that they refund the shipping fee.

After six days of back and forth, a support agent indicated they would forward my availability to their warehouse, then “confirm” the pickup with me. I did not hear back. In spite of not receiving a confirmation, I waited for a courier during the proposed time. Unfortunately, none showed up.

Then, silence for seven days, after which another support agent asked if the collection was successful. Again, this was surprising, as no one had confirmed a collection date or time with me, and no one had come to my residence. I said as much in a reply. The agent asked for my availability again and indicated she would “get this sorted for [me] as soon as possible”—meaning that she would again attempt to schedule a courier to retrieve the package.

Four days later, another agent replied, indicating that they were unable to retrieve the package after all, in spite of twice promising otherwise. Instead, they would require that I return the suitcase to a FedEx location. This was disappointing and frustrating, as I don’t own a car, so walking a mile with a hefty suitcase in a large box would not have been a fun trip. Likewise, hiring a rideshare would have be an unreasonable expense given that Carl Friedrik bore responsibility for their mistake.

I replied yet again, stressing that Carl Friedrik should pick up the package as they had promised. I also reasonably and kindly asked for compensation for my time—indeed, I had waited for their no-show courier to pick up the package weeks before. I had also coordinated with their team over 16 emails up to this point.

A support agent replied, summarily declining to pick up the package—in spite of previously promising to do so.

At this point, I did not reply, instead opting to dispute the transaction with my credit card provider, as I had already attempted twice in good faith to work with their courier to return the package.

Fast forward three more days: I receive a sudden and surprising note in the evening indicating that a courier would collect the package the next day, and that I would have to be available between 8 a.m. and 6 p.m., a 10-hour window. This struck me as odd, given that Carl Friedrik had not made any effort to confirm my availability beforehand—indeed, I was unavailable given the holiday season. Further, the previous pickup windows we had discussed were 2 - 3 hours, not 10.

Nearly a month and a half—and 21 emails—later, I am still storing a package I do not want and in fact did not order (as they sent the wrong item). Carl Friedrik has since ghosted me and is no longer engaging in good faith to retrieve the item.

Unfortunately, Carl Friedrik is attempting to play the part of a luxury brand without giving a commensurate level of customer service. Instead, their team has been slow, frustrating, glib, and distressingly incompetent.

I recently found a negative review on StyleForum—the customer there seems to have had a somewhat similar experience to mine. TrustPilot does not allow links to outside content, but it is a top result for "Carl Friedrik negative reviews" on Google. It is unfortunate that, three years later, Carl Friedrik's customer service and operations continue to disappoint.

I will not do business with them again.

Great product, prompt and safe delivery! Timely client updates also helped.

Amazing customer service, they helped me with the sale right from the beginning when one item I required wasn’t available so they gave me alternative options and pricing. We then received a damaged carry on case back from an airline and they replaced this for us instantly when the airline was unhelpful in dealing with the matter. Excellent brand and products too!

Bait & Switch. Then Ghosted.

After meticulously shopping and finding what I wanted, I placed an order and paid $75 for rush shipping (2-5 business days).

They shipped the order nearly a week later and shipped it so slowly that delivery was expected to take more than 2 weeks (after my trip was scheduled).

They said the warehouse made a mistake and there was no way to fix it and tried to just refund me the $75. I explained that this didn't work because it was after my trip started, and they said they would notify the courier to return the product to them and refund me.

I asked why they couldn't just ship me a new order with the shipping $75 rush shipment, and they ghosted me.

Super weird company. No address. No phone number. No bueno.

We are delighted with our luggage. Beautiful to look at and easy to use stylish and practical.