Carl Friedrik Reviews 

I ordered a suitcase last week, paid for expedited next day shipping as I was travelling at the end of the week. The bag has been held for days at fedex and I’ve sent two emails to Carl Fredrick and will be sending a 3rd today. No response. The courier will not speak to me they need to speak to Carl Fredrick. So I’ve paid £650 for nothing and am unable to do anything to resolve the issue. I’ve never left a trust pilot review before but felt this was necessary. 7 days after my order stopped nothing. I am traveling again next week and I have zero belief it will have show up by then. A lot of money for nothing.

Excellent customer service during both the purchase and aftercare processes. My go to choice for luggage as a heavy traveller!

After my first flight with this trunk suitcase, the rubber seal was damaged, and I have received no response from the company since submitting my claim. This is the first time I've paid a premium for what was supposed to be a high-quality, durable suitcase, yet it broke on its very first trip.

While the design is stylish, the wheels roll smoothly, and the size is perfect, it simply won't last long enough to justify the price. The rubber seal is too exposed and easily damaged.

Great carry ons.

Luxury is an overall experience — and sadly, this one is over for me.

My trunks will now be used for storage in the attic, while my Rimowas, which have served me for 20+ years, are coming back down.

I loved these trunks for a brief time, but they are now completely tainted by the horrendous customer service. The glamour is simply gone.

My Rimowas have had wheel changes, collected a million dents and travelled countless miles over the years. Yet every interaction I’ve had with their amazing customer service has only added to the feeling of luxury, quality and style. They understand that luxury isn’t just about the product — it’s about how you are treated when something goes wrong.

That is what creates loyalty. And that is exactly what has been missing here.

Such a shame. A beautiful product ruined by the experience surrounding it.

I ordered a compression pad for my check-in luggage and found I ordered the wrong size. I emailed Carl Friedrik and Favour responded in a timely manner. She provided the link I needed for a return label and gave me a choice of a refund or store credit. I chose store credit. I returned the incorrect compression pad and ordered the correct size. I own two check-in luggage pieces and upon opening them, I found I already had compression pads! (I have not traveled with the check-in luggage yet.) I emailed Favour again and asked if I could once again return the compression pad I did not need and could she consider sending me another link for a return label and store credit. No problem! She sent the link and I will use my store credit to order a set of their packing cubes. I already own on set of packing cubes and they fit perfectly in the suitcases like a puzzle. I also own two carry-on suitcases and one large carry-on suitcase. I recently took a week long trip and was able to fit everything I needed in the large carry-on and a small backpack. At one point, I had to take a long flight of stairs at the train station...my Carl Friedrik large carry-on wheels took the bumps like a champ. The luggage has a beautiful 1st class look, quality is outstanding and it glides like it's on ice. It's worth the price! The customer service is outstanding, friendly and helpful. My Carl Friedrik is a bit heavier than my previous soft luggage but the protection it provides is amazing. I didn't worry at all about anything getting damaged. Packing and traveling with Carl Friedrik luggage is a pleasure. And having friendly, dependable customer service support is greatly appreciated! Highly recommend Carl Friedrik!

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!