Carl Friedrik Arvostelua 

I raised an inquiry into the condition of an item on the Refurbished product page (it was not listed on the website). Customer Service replied one day later and noted the condition of the item was "Excellent." I purchased the item and it arrived today. It truly is in excellent condition - just like new!

Dear all, on July 24, 2026, you received my return, which you had previously accepted and sent me a return label. Since then, I've tried contacting you twice by email without any response. Today, I spoke with your chat, sending numerous messages, and they promised to escalate the issue (unfortunately, no response). I waiting my refund 3600 PLN

Unfortunately, my trunk was damaged during an international flight. I contacted Urban Traveller, where I had purchased it, and they directed me to Carl Friedrik’s online warranty claim process. As I was due to be in London, the form advised me to bring the luggage to the Regent Street store.

When I arrived, I explained the situation to a member of staff. Within just ten minutes, he returned with a brand-new replacement trunk. What an exceptional customer service experience!

I was initially drawn to Carl Friedrik for its design, functionality, and value. As a frequent long-haul traveller, durable and practical luggage is essential to me. This experience has given me even greater confidence in the brand and its commitment to taking care of its customers. I was so delighted that I ended up buying another trunk in the store—although, admittedly, we may have done a little too much shopping!

I am thoroughly impressed with the brand. My entire family uses and enjoys its trunks and carry-ons, and I hope Carl Friedrik continues to create excellent products while providing such outstanding customer care.

All the best!

The team was quick to find a solution and resolved the matter in minutes!
The quality of the product and the customer service and warranty stand up!
Definitely a happy customer.

Great customer service and support!

Bag is amazing

Over ten days ago, I ordered accessories for my new Carl Friedrik luggage and was advised by email the next day that they had been shipped. Nine days later, the tracking number provided with the shipping notice states that the shipper has not received the items for delivery. Since there are no phone numbers available to call customer support, I have sent inquiries through Carl Friedrik’s customer support webpage, an email through the stated email address, and through the company’s chatbot. While I received an acknowledgment of one message, there has been no other response to my inquiries. The chatbot’s promise of a response within two hours was not honored. The total lack of communication and support totally undermine my confidence in Carl Friedrik products and support.

I bought a Carry-On X suitcase last year (August 2025) and received it promptly. The suitcase itself is beautiful. However, one of the zipper pulls for the exterior compartment broke in half which one would not expect for a metal (or composite?) pull. Although that is a surprise, what is worse is the warranty repair service, which has been nonexistent.

I contacted Carl Friedrik through its online warranty repair form on June 19. The online form itself is cumbersome, but that’s not the problem. First, the form requests an identification number that does not appear to exist (allegedly located inside the suitcase). I now wonder if that is intended to impose a deliberate obstacle to the warranty repair. Second, the company promises a response within two weeks. It has been nearly a month and I have heard nothing. I followed up via the online customer service form as well as online chat (chatbot) and also have heard nothing.

These are expensive products and I chose them because I wanted a legacy suitcase that would be durable and that I would not have to replace. I am disappointed in the absence of any response.

Grossly Misleading information about large carry on being compliant with most airlines … absolute fib , total nonsense .. it’s a plain blunt lie . I wonder what else could they be lying about … staff at regent street overwhelmed and in denial , poor experience for premium pricing ( can’t tell about quality as I will be refunding mine )

I purchased a Carl Friedrik suitcase attracted by the lifetime warranty. After a recent trip, I discovered a clear functional defect with one of the two locking mechanisms, not wear and tear.

Here is what followed:
→ Warranty claim submitted via their official form: no response
→ Follow-up email to customer service: no response
→ Second follow-up email: no response

The lifetime warranty is advertised as covering functional damage. Yet the process appears designed to go nowhere.

The product may look premium, but the after-sales support does not match the price point or the promises.

I recently purchased Carl Friedrik set of luggages for me and my wife, and we couldn’t be happier with the experience.

The quality, craftsmanship, and timeless style of the luggage are simply outstanding. Every detail feels premium, and it’s clear that these suitcases are built to last a lifetime. They combine elegance and functionality in a way that is hard to find.

I would also like to recognize the exceptional service I received from the attendant and the manager at the St. Regent store. They were incredibly professional, attentive, knowledgeable, and genuinely committed to providing an outstanding customer experience.

My family and I have been enjoying our set of luggages tremendously, and it has already become an essential part of our travels. It’s always good to find a product that delivers both exceptional quality and exceptional service and Carl Friedrik has done exactly that.

Highly recommended.

Incredible customer service and responsiveness.
I was in a bit of a rush to get my luggage, and Carl Friedrik, in the person of Favor, was super-helpful and kept me up to date all along the way. It was very refreshing to experience customer service the way it should be.

After a lot of research into finding a sophisticated, high-quality briefcase for a gift, I ultimately decided to invest in Carl Friedrik. To my surprise, the briefcase was delivered with minor indentation and markings. Consequently, I decided to contact the customer. Although this issue delayed my plans, I'm grateful for their customer service, understanding, and accommodating to replace all of my requests. This experience has not only been more personal, but also trustworthy, and I look forward to my future purchases. Thank you Carl Friedrik and the wonderful, Favour!

The resolution to my issue was a complete surprise, in a good way. Jacob was very understanding his solution to my problem was above and beyond what I was expecting. Amazing customer service.

I have been a long standing owner of a Carl Friedrik check in large piece of luggage, now the worst thing happened it slowly start to deteriorate due to my constant travelling with work. I had signed up to the lifetime warranty, truthfully not thinking I'd need it because the product quality is so good but I did have to and I thought the lifetime warranty was more just a "for show" benefit but I went forward with the process and I must say I was shocked with the level of customer service in sorting me a whole new case, they weren't to pushy or making me feel guilty for needed a new case to get back to travelling again in style!

Excellent customer service from Favour and the Carl Friedrik team. My issue was handled quickly, professionally, and with great care. I really appreciate the goodwill gesture and the support provided. A great example of how a brand can stand behind its customers.

I purchased the Carry-on march 2025 and after one year two wheels out of 4 were consumed and didn’t work properly. I asked the company for replacement wheels but due to high demand of the product they don’t have wheels on stock until October 2026. They kindly offered to replace the carry-on free of charge. Incredible customer service and experience from a Premium brand! Highly recommend it.

Amazing bags but even more impressive customer care. No matter how good a product is, if you don’t feel heard when something goes wrong, trust quickly disappears. That wasn’t the case here. My query was handled quickly, helpfully and with genuine care rather than dismissal. It’s this kind of service that truly sets a brand apart. 👊

Have been trying to return an item for nearly two weeks now - still no success. Wasted a lot of my time - as they provided a shipping label which upon taking to DHL drop off point is found to be faulty (bar code cannot be scanned). Customer support then proceeded to sending me a second shipping label without any accompanying instructions.

Issue seems to be caused by: 1) very dis-organized customer support department, I suspect part of it is outsourced to third world countries, 2) does not work with DHL express for sending / returning goods (which most premium brands or even normal brands use these days).

For the price point you charge, this is not acceptable.

Order: 6294986

Great after care service ! My Carry-on luggage got an issue after 6 years of good service and the lifetime warranty got into action to get me a replacement by a new model. The communication was very clear and all steps followed promptly. Great experience !

I'd suggest to add an acknowledgement message when the warranty form is submitted

I purchased a Hybrid Carry-On through the website. Once received I realized it was too small for me and the front pocket was really unnecessary, so I needed to return and exchange. But I got quite busy and could not set that up for a couple weeks. Once I contacted customer support I received immediate help and they even expedited the exchange in time for my actual travel! Top notch service, matching the high quality of the products. VERY APPRECIATIVE.