Carl Friedrik Arvostelua 

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.

I’m really impressed with my suitcase from Carl Friedrik. It looks beautiful, elegant, and classic.

The upgraded wheels glide effortlessly, and the handle feels solid and smooth, which makes a big difference when travelling. On top of that, the customer service was excellent. Quick, helpful, and easy to deal with.

Great product, even better experience! Thank you so very much!!

What a company: Excellent products, flawless execution, and top-tier after-sales service. Fully convinced by Carl Friedrik!

Recently started commuting regularly to London, purchasing the Carry-on X hybrid initially and subsequently a matching Ayrton backpack. I’m SO impressed with the quality and design - it’s second to none. The backpack in particular is sheer perfection and an absolute joy to travel with!

I've been a Carl Friedrik customer for a while now and the quality of the products speaks for itself — but what keeps me coming back is the customer service.

I recently had a query handled by Jacob, who went above and beyond to find a solution that worked for me. He was responsive, understanding, and genuinely helpful throughout — never made me feel like an inconvenience, even when my request was outside the norm.

It's rare to find a brand where the after-sales experience matches the product quality. Carl Friedrik manages both. Couldn't recommend highly enough.

At my home this is my 4th Luggage from CF (the large check-in hybrid) and as expected it's outstanding quality. But above all it's their fantastic service and follow-up that impressed us: Thanks to Magdalena Zientara and her team for the friendly support. This people do care about their customers....Thanks a lot.

Bad quality, customer service unable to reach a solution to make their customers happy. 6283851

Thank you so much for your excellent service. Our broken suitcase was exchanged. We are very happy.

I’m very disappointed with both the product quality and the handling of my case.

I purchased a briefcase from Carl Friedrik expecting a premium product, but it did not live up to that standard. The zipper failed under normal use, and the leather marked extremely easily—far beyond what I would consider acceptable for a product in this price range.

When I contacted customer service, I requested a refund due to the overall poor quality. This was denied because I was outside their 60-day return window, and I was instead offered a repair under warranty. However, I do not believe a repair is an acceptable solution when the product as a whole does not meet reasonable expectations.

After looking at other reviews here on Trustpilot, I can see that I am not alone in experiencing issues with quality, which is concerning for a brand positioned as premium.

I have raised this matter again with the company and requested that they review my case. I will update this review if the situation is resolved satisfactorily.

Based on my experience so far, I cannot recommend this product.

EDIT I bought a carry on case that can't be used with most airlines as a carry on!
I have even been charged to check it in! I asked to return it as it's not fit for purpose and was told this is not possible so I just wasted £500 on a case that is not fit for purpose.

I can see Carl Frederick replied to the review above and I would like to update the review to say in the end they did allow me to return for a refund but ONLY after I compiled a spreadsheet to show them that out of 10 airlines only 1 would allow this dimension case on as a carry on (British Airways) Easyjet, Ryanair, KLM, Delta, American Airlines, Iberia, Vueling all would refuse it.

Hello – My fiancée bought me the "Carl Friedrik Hybrid Carry-On X" for my birthday. From a design standpoint, it’s a beautiful piece of luggage. It looks exactly like the photos and the overall build quality feels premium. Two features in particular stand out: the wheels and the handle. Both feel solid and glide smoothly, and they give the impression of a very well-made product.

I didn't love the clasps, but I imagine each user will have their own experience.

I will say that once I reached out to customer service for assistance with the purchase, they did a great job of resolving the matter.

The best briefcase I have ever owned and some of the best customer service I have ever had. My experience from purchase to delivery and then return (due to my mistake, and delivery again was amazing. I cannot recommend this company and the products highly enough.
Their products and customer service are on another level.
A special than you Magda for your amazing support and for helping me find the best briefcase I have ever owned.
Thank you to the whole team at Carl Friedrik for all you have done for me.

There were issues with the original product I received (zipper pull being broken), luckily the customer service team ensured the issue was resolved quickly. It's great to see that a company takes pride in customer services, especially in cases something goes wrong in the regular process.

Habe einen gebrauchten Koffer im Zustand „wie neu“ gekauft, welcher einen Defekt am Schloss aufweist. Habe den Hersteller daraufhin kontaktiert: keine Antwort. Habe ihn erneut kontaktiert: keine Antwort. Dann eine Fall bei Paypal eröffnet, eine nicht vollständige Rücksendeadresse erhalten (es fehlte die Hausnummer), konnte den Koffer in der von Paypal vorgegeben Frist von 10 Tagen nicht zurücksenden und sitze nun auf dem defekten Koffer für über 450 EUR. Abzocke, warne ausdrücklich vor dieser Marke!

The lifetime guarantee is a con. A corner of my case collapsed on only its 3rd outing.

On raising a claim Carl Fredrik advised “To clarify, any damage that occurs while your suitcase is in the airline’s possession is legally classified as carrier mishandling.”

So unless the case implodes or a wheel falls off whilst it is sat unused at home the life time guarantee does not apply. It is not worth the paper it is written on. I have had suitcases costing 1/5 of the cost of my Fredrik case that have never suffered such a failure! And when I have had an issue with one of these cases it was replaced without argument.

There is no doubt in my mind that my Carl Fredrik case has failed because the corner lacks sufficient reinforcement.

The case cost a lot, it looks the part but when you need this so called premium company to stand by its customers it’s customer service proved absolutely awful. A big let down.

Truly exceptional product and customer service!

Wonderful customer service and great quality goods. I couldn't be happier. Magda was an absolute gem to work with.

Carl Friedrik is well known for its excellent products. Due to a failure of the parcel service I was allowed to experience their customer service and that was beyond expectations!
Special thanks to Magda!