Carl Friedrik Reviews 551

The service I received was excellent. My Walden wallet is very stylish and masculine. The order process was easy, and the wallet arrived the next day! Thanks.

tl;dr Carl Friedrik listed an out-of-stock item on their website; sent me a different, in-stock style of item when I ordered it; and now refuses to engage in good faith to retrieve the incorrect item.

As a return customer, I expected more from Carl Friedrik—however my most recent experience with them has revealed an apathetic and embarrassing level of customer service.

After ordering a suitcase, I was disappointed to see that Carl Friedrik had sent the incorrect style, which they confirmed to me in writing. Given that they bore the mistake, I reasonably requested to return the case, that they schedule a courier to collect the item at my residence, and that they refund the shipping fee.

After six days of back and forth, a support agent indicated they would forward my availability to their warehouse, then “confirm” the pickup with me. I did not hear back. In spite of not receiving a confirmation, I waited for a courier during the proposed time. Unfortunately, none showed up.

Then, silence for seven days, after which another support agent asked if the collection was successful. Again, this was surprising, as no one had confirmed a collection date or time with me, and no one had come to my residence. I said as much in a reply. The agent asked for my availability again and indicated she would “get this sorted for [me] as soon as possible”—meaning that she would again attempt to schedule a courier to retrieve the package.

Four days later, another agent replied, indicating that they were unable to retrieve the package after all, in spite of twice promising otherwise. Instead, they would require that I return the suitcase to a FedEx location. This was disappointing and frustrating, as I don’t own a car, so walking a mile with a hefty suitcase in a large box would not have been a fun trip. Likewise, hiring a rideshare would have be an unreasonable expense given that Carl Friedrik bore responsibility for their mistake.

I replied yet again, stressing that Carl Friedrik should pick up the package as they had promised. I also reasonably and kindly asked for compensation for my time—indeed, I had waited for their no-show courier to pick up the package weeks before. I had also coordinated with their team over 16 emails up to this point.

A support agent replied, summarily declining to pick up the package—in spite of previously promising to do so.

At this point, I did not reply, instead opting to dispute the transaction with my credit card provider, as I had already attempted twice in good faith to work with their courier to return the package.

Fast forward three more days: I receive a sudden and surprising note in the evening indicating that a courier would collect the package the next day, and that I would have to be available between 8 a.m. and 6 p.m., a 10-hour window. This struck me as odd, given that Carl Friedrik had not made any effort to confirm my availability beforehand—indeed, I was unavailable given the holiday season. Further, the previous pickup windows we had discussed were 2 - 3 hours, not 10.

Nearly a month and a half—and 21 emails—later, I am still storing a package I do not want and in fact did not order (as they sent the wrong item). Carl Friedrik has since ghosted me and is no longer engaging in good faith to retrieve the item.

Unfortunately, Carl Friedrik is attempting to play the part of a luxury brand without giving a commensurate level of customer service. Instead, their team has been slow, frustrating, glib, and distressingly incompetent.

I recently found a negative review on StyleForum—the customer there seems to have had a somewhat similar experience to mine. TrustPilot does not allow links to outside content, but it is a top result for "Carl Friedrik negative reviews" on Google. It is unfortunate that, three years later, Carl Friedrik's customer service and operations continue to disappoint.

I will not do business with them again.

Great product, prompt and safe delivery! Timely client updates also helped.

Amazing customer service, they helped me with the sale right from the beginning when one item I required wasn’t available so they gave me alternative options and pricing. We then received a damaged carry on case back from an airline and they replaced this for us instantly when the airline was unhelpful in dealing with the matter. Excellent brand and products too!

Bait & Switch. Then Ghosted.

After meticulously shopping and finding what I wanted, I placed an order and paid $75 for rush shipping (2-5 business days).

They shipped the order nearly a week later and shipped it so slowly that delivery was expected to take more than 2 weeks (after my trip was scheduled).

They said the warehouse made a mistake and there was no way to fix it and tried to just refund me the $75. I explained that this didn't work because it was after my trip started, and they said they would notify the courier to return the product to them and refund me.

I asked why they couldn't just ship me a new order with the shipping $75 rush shipment, and they ghosted me.

Super weird company. No address. No phone number. No bueno.

We are delighted with our luggage. Beautiful to look at and easy to use stylish and practical.

Good purchase and from the first few days of trying my new wallet, I am pleased by the quality of it. The packaging was nice and shipping was as swift as you could wish.

Great luggage. Looks the part, beautifully made and a pleasure to use. Also had to contact customer support on this occasion and I’m happy to say that their service was just as good as their luggage.

Excellent customer service! Response times are very quick and the team are very helpful - they seem to work 24/7, and nothing is too much bother for them.

Well-made product, very good quality.
I am extremely satisfied.
I look forward to using it

Carl Friedrik's customer service is very good. I had to return the product I purchased for personal reasons and the process is very smooth.

Fast delivery, excellent quality. Just Wow.

This is the worst customer service I’ve ever encountered! I’m still waiting for a response to 4 emails sent over the past 3 days! I purchased a briefcase from them recently explaining I needed it for 2nd December as it was a gift for my son’s birthday. They assured me it would be delivered by then. Sadly their courier Evri messaged me on the 30th November saying there was a problem and they would try to deliver the next day. This didn’t happen so I contacted CF only to be told that I had to deal with Evri directly! Having now spent four days speaking to Evri they tell me there is no progress on this enquiry! My contract is with CF and not with Evri therefore I consider it their responsibility to find out what’s happened to the parcel. I’ve requested a refund as my son’s birthday has been and gone now but no response from CF. All in all a very disappointing experience!

I ordered during their Black Friday sale. Payment was processed, AfterShip insurance was added, and shipping method was selected & paid for to arrive within 7 business days.

It is now 5 business days and no shipping tracking information was sent. AfterShip also did not receive any updated shipping information from Carl Freidrik.

Customer service has been non-communicative and unresponsive.

This is my third purchase with Carl Friedrik and the quality never disappoints. The one thing that really stands out is the excellent customer service levels I always get.

I would highly recommend Carl Friedrik as a company of luxury goods, which are reasonably priced.

The customer service are quick to deal with matters, they are professional and all their items are delivered with good couriers who are reliable. CF products come well packaged also.

They are a great luxury brand that continue to naturally evolve, and I hope to see more products from them.

Thank you to all the CF team.

I,ve give 4 star at moment not used yet, very nice carryon only concern is the handle seems may be a bit faulty when clicking in on different heights or may be because new will know if faulty after my trip hopefully not. But rest of case is very well made and looks classy if when use it’s ok then I,ll give 5 stars