Zatchels

I ordered a bag online and the website advised it would be 28 days for delivery and if there was any delay beyond this, they would make contact. 35 days after my order I hadn't received any update so I sent an email. After looking on their Facebook page I noticed other customers had been ignored via email and had to prompt a response by writing a public post on their page. I followed suit as I wasn't confident I'd get a response. I then received a brief apology and an update to say that the leather for my bag had only arrived the previous day and it would be made asap. I asked for an estimate on delivery and I've not received a reply to this question. The customer service is terrible in terms of updates - if i'd seen any of the reviews for this company prior to making my order, I'd never have bothered! I'm amazed they're still in business! I've still not received my bag so I can't comment on the quality of the goods but the slow service and lack of communication are enough for me to dissuade anyone from purchasing anything from them direct online!

I bought a satchel last year, and it arrived right at the end of the 30 days they said it could take.

This time, I ordered two bags in the sale at the start of March. They took my money immediately but despite several attempts to find out what was happening, no bags and no explanation.

I had warned them in mid-March of the date when I was leaving the UK and reminded them at the end of the month. They claimed I would receive the bags by 4 April. On 12 April, despite trying to contact them several times, still nothing, not even an acknowledgement.

In the end I raised a Paypal dispute, following which they have emailed to say they have refunded my money, but still without any apology or explanation.

They say it may take 30 days to refund me, that's 10 weeks they will have had a free loan from me.

The Zatchel bags i have received which were in good condition are very nice and i get comments from others when out and about. However, they are not very consistent with their quality. I have made 3 orders and 2 times i have had to return part of my order because they were either faulty or were damaged in transit because of no appropriate packaging (2 sheets of tissue paper). The second time i returned my bag i had to chase up my replacement bag because no one acknowledged the return. A replacement bag was eventually sent, but the wrong size! I returned it again to find they no longer had the materials to make another bag. They have refunded my money, but it is annoying i have had to spend time chasing it up and making, in total, trips of 30 miles to post back.