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I had some defect parts on my backpack.
The very friendly costumer service send me very fast and free of any charge not only 1 new buckle but instead 4 new buckle because the design was changed, so that I can exchange all of them.
This is really fantastic service!!
Customer Support for a backpack
I purchased a backpack from Ferrino after good review on the website. I used the backpack extensively in the last period. During one of the usage, I broke a component. Contacted the customer support to get a new one. The response was fast-accurate. The person was kind and collaborative
I couldn't be happier
Because of this, I will certainty keep buying product from Ferrino as my main gear supplier
Good work Ferrino!
This has been the worst online shopping experience ever. I've purchased one of their top of the line backpacks. Which failed on me on the first trip (bag tore, and straps came loose).
After contacting their customer service is took several weeks before they got back to me. Subsequently it took another couple of weeks before they arranged a pickup for a inspection/repair. However instead of letting me know when the pickup would take place, a driver was sent to my house, without my knowledge. Because of this it took three attempts and a lot of flexibility from myself and the GLS driver to arrange this (even though I repeatedly informed Ferrino to keep updated on the pickup moment.)
Now a few weeks later the parcel has been returned to me.. Apparently it was not accepted at Ferrino, or the address they provided was not correct.
I've repeatedly tried to get in touch with them again, but they simply do not respond.
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