Carl Friedrik Reviews 544

Bad quality, customer service unable to reach a solution to make their customers happy. 6283851

I’m very disappointed with both the product quality and the handling of my case.

I purchased a briefcase from Carl Friedrik expecting a premium product, but it did not live up to that standard. The zipper failed under normal use, and the leather marked extremely easily—far beyond what I would consider acceptable for a product in this price range.

When I contacted customer service, I requested a refund due to the overall poor quality. This was denied because I was outside their 60-day return window, and I was instead offered a repair under warranty. However, I do not believe a repair is an acceptable solution when the product as a whole does not meet reasonable expectations.

After looking at other reviews here on Trustpilot, I can see that I am not alone in experiencing issues with quality, which is concerning for a brand positioned as premium.

I have raised this matter again with the company and requested that they review my case. I will update this review if the situation is resolved satisfactorily.

Based on my experience so far, I cannot recommend this product.

EDIT I bought a carry on case that can't be used with most airlines as a carry on!
I have even been charged to check it in! I asked to return it as it's not fit for purpose and was told this is not possible so I just wasted £500 on a case that is not fit for purpose.

I can see Carl Frederick replied to the review above and I would like to update the review to say in the end they did allow me to return for a refund but ONLY after I compiled a spreadsheet to show them that out of 10 airlines only 1 would allow this dimension case on as a carry on (British Airways) Easyjet, Ryanair, KLM, Delta, American Airlines, Iberia, Vueling all would refuse it.

Hello – My fiancée bought me the "Carl Friedrik Hybrid Carry-On X" for my birthday. From a design standpoint, it’s a beautiful piece of luggage. It looks exactly like the photos and the overall build quality feels premium. Two features in particular stand out: the wheels and the handle. Both feel solid and glide smoothly, and they give the impression of a very well-made product.

I didn't love the clasps, but I imagine each user will have their own experience.

I will say that once I reached out to customer service for assistance with the purchase, they did a great job of resolving the matter.

The best briefcase I have ever owned and some of the best customer service I have ever had. My experience from purchase to delivery and then return (due to my mistake, and delivery again was amazing. I cannot recommend this company and the products highly enough.
Their products and customer service are on another level.
A special than you Magda for your amazing support and for helping me find the best briefcase I have ever owned.
Thank you to the whole team at Carl Friedrik for all you have done for me.

There were issues with the original product I received (zipper pull being broken), luckily the customer service team ensured the issue was resolved quickly. It's great to see that a company takes pride in customer services, especially in cases something goes wrong in the regular process.

The lifetime guarantee is a con. A corner of my case collapsed on only its 3rd outing.

On raising a claim Carl Fredrik advised “To clarify, any damage that occurs while your suitcase is in the airline’s possession is legally classified as carrier mishandling.”

So unless the case implodes or a wheel falls off whilst it is sat unused at home the life time guarantee does not apply. It is not worth the paper it is written on. I have had suitcases costing 1/5 of the cost of my Fredrik case that have never suffered such a failure! And when I have had an issue with one of these cases it was replaced without argument.

There is no doubt in my mind that my Carl Fredrik case has failed because the corner lacks sufficient reinforcement.

The case cost a lot, it looks the part but when you need this so called premium company to stand by its customers it’s customer service proved absolutely awful. A big let down.

Truly exceptional product and customer service!

Wonderful customer service and great quality goods. I couldn't be happier. Magda was an absolute gem to work with.

Carl Friedrik is well known for its excellent products. Due to a failure of the parcel service I was allowed to experience their customer service and that was beyond expectations!
Special thanks to Magda!

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.

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!