Cape Masai is the place to buy leather bags of the best quality and workmanship. Quick response on my order enquiry even over the festive season.This online store is by far the best and there are no regrets. Overall complete satisfaction with great service and product!It luggage advertises on its website that "our luggage is manufactured to a very high standard and undergoes rigorous testing. Our standard 10 year warranty underpins our confidence in the quality of our products. In the unlikely event that there is a problem... then we will replace the luggage under the terms of the warranty." I detail below the responses received from IT luggage when I explained that two of the wheels have worn away to the point that the case is no longer usable when it is near the beginning of the 10 year warranty period. From: Reception Date: 7 September 2017 at 10:08:17 Subject: Faulty suitcase wheels "We attach a copy of the warranty which clearly states repair or replace so you can be clear on this point." This is not the information printed and advertised on the warranty attached to my suitcase. Dealing with so-called customer services has been a very unpleasant experience, and unnecessarily so. I simply won't buy luggage from this company again as a result. I can't recommend the company or the quality of its luggage either on the same basis. I have agreed to provide the video asked for but have passed it over to Trading Standards, VISA and the Advertising Standards Authority as I don't want to deal with this rude and unpleasant customer service team any longer. Interestingly, this company has no contact number to call anyone let alone customer service, and takes a long time to respond to emails. It also has no escalation or complaints process so you continue to receive the same patronising, bordering on offensive emails from the so-called customer 'service' team. On 30 Aug 2017, at 17:00, Reception wrote: Dear Sir/Madam, Thank you for your email. I believe we may stock some possible replacement wheels to fit your suitcase. In order that we check this, could you please send one further photograph of the bottom of the suitcase to include all of the wheels Kind regards Customer Services It luggage UK The company then claimed that this was not necessarily a fault but damage caused by me or someone else, and that "the offer to send out replacement wheels was a goodwill gesture." Having had all the photographs, the company then asked for a video: "Dear Sir/Madam, To ascertain whether there is indeed a fault with your suitcase we would need to see a short video which demonstrates that your case does not wheel. The photo provided does not seem to evidence the wheels failing to rotate, but appears as if there has been something caught in the wheel housing causing the wear to one side of the wheel (which is not considered a manufacturing fault). We would need the above information before this can proceed any further. Please note that the warranty provides for repair or replacement. Kind regards Customer Services It luggage UK When I explained that I thought a video was not necessarily going to show the details of the wheels not turning (I am not a professional video maker and they do seem to be taking up my time unnecessarily), I received a terse unhelpful response, and customer service has now refused to assist further, claiming that I am not providing the information required to determine whether this is a fault. Of course I am not refusing to provide it, but do question the value of sending a video. Also I have concerns that the company will continue to refuse to honour the guarantee by claiming the wheels are not faulty. In addition, it is clear that this is not damage as it is not just one wheel but two that have exactly the same issue. I believe the warranty is both misleading in its wording and worthless in practice. No damage has been caused to the case, and therefore it can only be a genuine fault with two of the four wheels. I had bought the case as a result of this so-called "guarantee" being offered, and not only does the company claim it is not a fault, it now suggests that it has no obligation to replace. This is contrary to the information on its website and on the suitcase itself. Customer service is appalling and bordering on being semi- offensive (in my view) now. The last email from customer service to me noted that "we will not entertain further correspondence unless it is constructive to the request for evidence of the fault." All of my emails concern the fault and have been constructive in an attempt to resolve the issue. It is my opinion that the company does not wish to honour the 10 year guarantee and replace the case, and does not welcome someone continuing to push the point with it. I refused the offer of the wheels (who is going to put these on the suitcase?) and now the company is claiming it is not able to determine whether there is indeed a fault. The most recent email continued "it is of course your prerogative if you wish to involve the below." Regards Customer Services It luggage UK It is nice of the company to acknowledge that the consumer has legal rights, but it is a shame that it does not respect or welcome consumer queries and issues with the luggage it sells. Nor does the company appear to wish to comply with consumers' rights and - oddly - its own warranty wording and website adverts!Bought two G4 carry on spinners item#504 joust over a year ago and wheels are falling apart. Contacted the company and was told they have changed their policy about repairs and replacing parts due to Covid. They then said I could buy an entire new suitcase for 50% off. Ridiculous! Why would I buy another product that will fall apart? So disappointed.I purchased a couple of tech gadgets here (bluetooth speakers, power banks, and selfie sticks) for my online store. The process was easy and my order was delivered on time. The products have been selling well and I have not received any complaints from my customers so far.Awesome Service Available In Your CityI bought a smart luggage from them. Kenzie Brand. Don't buy. Cheap garbage that doesn't stand up and the company doesn't stand behind their product. One use and the wheel is completely caved in. So it's now completely useless. So frustrated and disappointed. Terrible customer service. Buy luggage from a company that will back up their brand. Even if it costs more.I needed a particular suitcase for an upcoming trip, and I needed it right away. Irv's had it, and at a very good price. And they had an online chat - I used it to make sure the suitcase would arrive in time for my trip. The helpful customer service person said she'd make sure the order got to the warehouse right away. She did, it shipped, I got it - was very happy with the suitcase and the service.Order was placed on the 5/5/14 and promised to have goods arrive at doorstep in 5-7 business days. But shipment was delay and proposed to arrive on the 19/5/14 which is a total of 14 days waiting time. Just didn't deliver as they promised, might as well buy directly from China and wait for shipping time which is just as long but at cheaper price.I purchased a TravelPro suitcase at retail cost and my husband was NOT happy that I spent that price. After searching TravelPro Luggage Outlet I found the exact same suitcase for HALF the price! I returned my expensive piece and purchased from TravelPro Luggage Outlet and was so pleased with my experience. Highly recommended!