Carl Friedrik Arvostelua 

I had an issue on the wheels of my Carry-on X
i was offered a solution which did not affect my travel plans. Nice and solution oriented customer service. thanks!

Misleading Specs: The "Laptop Pocket" Does Not Exist

I purchased the Granville Weekender based on the specific technical specification that it "Holds 16-inch laptop" listed under the "Pockets" section.

In reality, this bag has no padded laptop compartment. When I challenged support on this, they admitted the "pocket" refers to the bag's main cavity—the same space where you pack your shoes and clothes. By this logic, a grocery bag also has a "laptop pocket."

When I pointed out this was misleading, I was told I "misunderstood" the website. A brand charging this price point should offer precision engineering, not marketing wordplay to hide missing features.

The Verdict: Beautiful leather, but do not trust the technical specifications. You are buying a simple duffel, not the organized weekender they promise.

The worst customer services for a "premium brand".
I have had an issue with my lock for 5 weeks. I have travelled back and have all my items in the bag. I can't get hold of a human being and their emails keep saying the same thing "you must have forgotten your code please try every code from 000 to 999". I have now told them 6 times that I have a) not forgotten my code as it's working on the other side and b) that I have tried every code and it's not working. But they keep sending me the same email.
So now I have suitcases I can't get into and they won't tell me how to fix the problem. For example if I buy a TSA key how do I reset the lock, as in order to reset the lock you need the code and given that no-one of the numbers are working then how will this get fixed.

It was a very different story when I was buying the product, the customer services then we're responsive and made sure everything happened orderly. However now it's a different issue.

Awful customer services. Should have stuck with Samsonite

I recently purchased the Palissy Double briefcase in black grained leather, and it instantly became my go-to accessory for work and travel. The craftsmanship, the feel, the smell of the leather -everything signals quality. I get compliments constantly.

Then I entered the Carl Friedrik x Caldera + Lab giveaway…and won the Hybrid Luggage set. Absolutely blown away. The luggage is sleek, durable, and clearly built with intention. It’s rare to find products that look premium and perform just as well. Take note - we are a TUMI family.

What impressed me just as much as the products was the customer experience. I reached out with a message, and Magda (not AI :)) replied immediately- warm, real, and genuinely appreciative. That level of engagement is hard to find these days and says a lot about how the brand operates.

I’ve since added the Smart Holder to my collection and can honestly say Carl Friedrik has earned a lifelong customer. If you travel often, work in a professional setting, or just appreciate high-quality design, this brand delivers.

Stylish, functional, and backed by a team that truly cares. Highly recommend.

Amazing experience. Resolved all issues. Super patient and helpful. Thanks so much!!! Superb customer service.

Amazing customer service .
Had a problem with one of our check in cases and it was replaced very quickly. I was kept up to date via emails on the whole process.
Although cases a pricey when you get this level of service it makes it worth it.

Highly recommend! The products are not only stylish and high-quality, but the customer support is truly outstanding. Paula — thank you so much for your wonderful service! Because of you, Carl Friedrik has gained a very happy and loyal customer. I’m sure my daughter will cherish her tote bag for many years to come.

Great customer service! Pro-active, friendly and very helpful.

Warranty claim amazing
Paula waa so helpful in diagnosing the problem. Send a part which still did not resolve it. Finally sent a new bag. Best customer service

Our journey with Carl Friedrik began back in March 2023 when my birthday present from my husband was the Scuderia AlphaTauri carry on. Since then we have gone on to purchase many other pieces from them and without doubt they are the best we’ve ever bought. Stylish, well designed, with amazing manoeuvrability. We often get asked at airports “where did you get your suitcases from?”
Sometimes when you purchase an item you can just tell from the quality that it’s going to last and yes it is a considered purchase but it is so clear when from the offset how much time and consideration has gone into their design and build.
Furthermore if you’re considering buying something from Carl Friedrik then you’ll have absolutely no worries in terms of the after sales you’ll receive from their amazing customer services., Magda has assisted us on several occasions and every time the response is swift, no chasing emails or worrying when something is going to get sorted, she’s an absolute delight to engage with.
So, if you are thinking of upscaling your luggage then look no further.

Paul & Carl

After an issue with a missing order and failed communication I eventually received my Swanfield wallet. The quality is outstanding - highly recommended!

The shell of my hold suitcase cracked on its second use, from thr corner. This is not covered by the lifetime warranty, so I have a pretty, but useless case. I have had Antler and Samsonite cases for years and never had a case crack.

Update: I have been told it isn't covered under warranty as it happened in transit. If the warranty doesn't cover the case's intended use, it's not much of a warranty.

So happy with the customer service.

One of the easiest experiences I’ve had. The follow up was exceptional.

Magda, your personality and professionalism was incredible, any company would be lucky to have you and with Carl Friedrik’s exceptional standards for customer service, I can see why you’ve joined their team!

Thank you Carl Friedrik! And thank you Magda!

Abdullah L

Bought a Limited edition cabin bag X for 500+ euro.

Believing in good faith that it was an actual cabin bag, and can be used as such.
However, the bag is too large for pretty much all Airlines in EU and UK. Even though they wrote it complied with most.....it did not.

Now after my first flight, my bag is scratched. A bag i have hoped would last for 10 years!! And I am just waiting for the day I am not allowed to bring my extremely expensive 'cabin bag' onboard a flight and is asked to pay a fine.
Because i in good faith ordered the most expensive bag I have ever bought, and became the most disappointed i have ever been with a purchase.

Customer service says it is my own fault, could just have read the description and done my research....Full of s....

Horrible customer service. I got a used wallet with a post it note saying it was a used wallet. I sent them the information. Instead of sending me a new one they told me it’s not used trust us. I sent them pics of everything and what I’m paying I think I should get a new wallet. Just submitted my return don’t shop this brand. Save yourself the headache.

There is something you can do to help. You can return the full amount of what I paid for. I don’t think it’s fair I pay a restocking fee when you guys messed up my order.

I Returned 3 suitcases, got refunded for 2 of the suitcases and then had to go back and forth with them on email essentially calling me a liar and then they started ignoring my emails so I have been robbed of £500 for something I don't own.

I placed an order on 11th July, with it being scheduled to ship on 14th July with the fastest shipping option (FedEx 1-2 working days delivery).

On 17th July, the item was still not even dispatched so I reached out, this was the response:

“Unfortunately, there was an unexpected logistical issue with your order that prevented the return label from being created. We sincerely apologize for the inconvenience.
We do have a resolution in place, but it will take a bit more time, at least another 24 hours.”

I requested to cancel as by the time this would arrive (approximately 2 weeks after ordering) I would not be in the country. They submitted the cancellation and refund request.

On 21st July, the order shows up to my address via DPD, despite the DPD tracking stating the item had been returned to the sender. I was not in the country to collect this myself and it was clearly too late.

They stated the following:

“While we submitted your cancellation request for order #6283076, we regret to inform you that it was not successful, as the warehouse had already begun preparing your items for shipment“

Carl Friedrik offered to arrange a collection however I had lost faith at this point and arranged the item to be sent to another country at my own expense.

I can’t comment on the quality of the product itself, however the logistical side of this company does not match the premium brand they claim/aspire to be.

I was browsing their website around 1 and 2 a.m. this morning and saw a prominent message about a “20% Summer Sale” that stated it “ends this evening”. Naturally, I assumed this meant the evening of the day I had just entered (it being after midnight), and not that the offer had already expired at the end of the previous day.
I added two items to my cart but decided to wait some hours to finish the purchase as I had some questions for customer support about delivery.

When I woke up some hours later the 20% discount had disappeared. I contacted customer service, but they simply said the offer ended the evening before and showed no interest in helping resolve the issue — despite the misleading messaging and the fact that the items had been in my cart with the discount just hours earlier.

I recently purchased the Carry-on X (Hybrid) in Grey/Cognac as a birthday gift for my husband, and I couldn’t be happier with the experience. From start to finish, the Carl Friedrik team has been outstanding — their prompt and thoughtful responses throughout the purchase process made everything smooth and stress-free. The luggage itself is beautifully designed, with exceptional craftsmanship and attention to detail. My husband absolutely loved it, and we both are already considering our next add-on purchase. Thank you to the CF team for your excellent service and for creating such elegant and high-quality products.

Jacob was very helpful and after looking at my luggage and feedback, felt it would be best to send in a new set as replacement instead of fixing it.

Despite a little bit of cosmetic issue upon checking, I’m alright with it, and am most grateful for all that Jacob has done.

He has even allow me to choose a different colour too. I would have given more stars if that’s possible. Here’s my 5 stars for Jacob.