Chrome Industries Reviews 36

Bag flaked and the waterproofing part for the inner bag had a small hole. Emailed in picture and proof alongside the warranty label and support gave enough credits to get a brand new bag from their website. Amazing experience!

The waterproof lining on my chrome backpack has disintegrated & flaked off, impacting waterproofing and shedding grey particles all over my clothes every time I use it. The stitching on the backpack strap has also come undone. These are clear workmanship and material faults, but they refuse to honour their 'lifetime warranty'.

Messenger bags supposedly come with lifetime repairs but not really

When I bought my messenger bag I was told that lifetime repairs were offered.

Yet when the webbing failed - I was told to buy some webbing and find a tailor.
When the triglide failed - I'm told to buy one off the internet.

The bags are pretty decent but I don't appreciate being lied too.

Don't waste your money and time. Used to be a good company - I will never buy from them again. Quality has declined, customer service is virtually non-existent, no way to escalate or make a complaint. Too bad - they used to be great.

I was going to be a first time customer for Chrome Industries but the customer support experience prevented that from happening. I went as follows:
1. the order shipped to the wrong country (Mexico vs Canada).
2. After I contacted customer support the replacement order never left the warehouse.
3. When I contacted the support agent to inquire about the order agent cancelled the order without any communication.
4. During the course of the interactions above one of the items in my order sold out.
5. The only option they provided was for me to reorder the items at additional cost (shipping) and a promo code with worse terms that the 10% that they offer to new customers.

Chrome failed to do any of the following:
1. Proactively identify that the package had been sent to the wrong country
2. Follow up to ensure that the replacement order had actually shipped,
3. Communicate that there was a second issue with the shipment
4. Communicate the reason that the order was cancelled
5. Acknowledge that multiple errors on their part would cause me to incur additional expenses.

When I pressed for some form of compensation that was meaningful I was simply told "It was a shipping error - not personal".

The problem here is that it wasn't just one error. It was several in a row which all point to indifference by Chrome. Multiple errors indicate systemic issues in their customer support process and sales processes.

At no point in the steps above did Chrome communicate proactively about the issue, discuss a resolution, or offer any meaningful compensation. In effect I was left to pay more (due to free shipping thresholds) if I wanted to reorder the remaining in stock items. When I politely requested an escalation of the case nothing was done.

This brand came highly recommended to me from staff at a local bike shop and other urban cyclists. I am really left with a sense that they are just not interested supporting their customers.

Bag arrived with obvious defects. Refused to honour lifetime warranty. Unprofessional and rude customer service: despite an admission that it was a production fault, told me to fix it myself or sell it. Disappointing given how expensive their products are.

Terrible customer service after providing feedback as to a blatant design defect. Would not recommend contacting them

Useless customer service. Contacted about a product defect that had a supposed lifetime guarantee. They dragged out the email exchange and ignored emails and basically never dealt with rectifying the issue. Never buying anything from them again

I ordered their doubletrack frame bag but found out I didn't like how it fit with my bike. I requested a refund through the website and within a day I was contacted by their customer service that my credit was processing without any hassle.

The chest strap fell off the bag with regular use. I didn't even have it for very long. Customer service gave me an elaborate and ridiculous method to try to reattach it, which is completely impossible. Then they said, go find a repair shop.

The bag clearly has defective workmanship. They would not repair or replace the bag as the so called "lifetime warranty" states. The warranty is fake. It's just a marketing strategy. Their customer service is very unprofessional in their tone and response. I would not recommend buying products from his company. They fall apart after just a short time.

Purchased for approximately £70 on sale. Very poor customer care service, after telling them I haven’t got the receipt they kept sending me automated emails.

Sure, you can write a review for Chrome by going to the Chrome Web Store and finding the Chrome app. Then, click on "Reviews" and share your thoughts about the browser. Is there anything specific you'd like to know about writing a review for Chrome?

This chrome is nice search bar all website

Really, really happy with this purchase. I bought a citizen messenger bag about 13-14 years ago and it's been my daily workhorse since. Recently (like in the last 3-6 months) the shoulder strap has started to fray across the middle, making it hard to slide the buckle and threatening the bags' integrity. I contacted Chrome to see if they would honor their warranty. To be honest, I kind of assumed that they wouldn't or would give me a hard time. This was my experience with Timbuk 2, whose bag I used for a similar time before being told "it looks like it's been well-loved" and given a small discount code. I went with Chrome instead and I've never been disappointed.

The customer service person was quick to respond and after requesting some additional pictures they sent me a code for a new bag (less shipping). The new bag is actually better (and bigger?) than the old one and I couldn't be happier.

Nice design, very poor quality material. Not worth it. Highly doubt they’re made in the USA.

Product is cool. But don't buy it if you expect quality or for them to stand behind their lifetime warranty. Zipper failed on my backpack - and when I submitted a warranty claim their response was "too bad so sad tell your dad." That quality guarantee is just marketing

Good service and speedy delivery, I had to contact Chrome a couple of times, got a fast reply each time

I bought a chrome bag from their site a few years ago on clearance for ~90$. After heavy use in the intervening time one of the seams at the bottom of the bag came apart rendering it pretty useless.

I was super afraid that I'd get the runaround or have to pay a ton out of pocket to use the warranty, but contacting them and sending photos of the damage was straightforward and took just a few days. They gave me a voucher that worked on any (?) bag on their site, and I ended up choosing a > $200 bag and only paying shipping.

Both bags are quite great for their price, and I really can't say enough about how great the new one (Bravo 3.0 I think) is.

It seems they more than stand by their word with their warranty, and the quality of their product has only increased over the last several years. That's how you win a lifelong customer.

Bought an expensive bag - urban ex pannier. Wish Id read the reviews here before I did so! Used it for the first time and the part that fixes it to the pannier rack broke. Emailed customer services who replied telling me where I could buy another one!! Sent a chaser email explaining that wasnt really the point and heard nothing back. If it had been a cheap bag I wouldn't have been so bothered - but with gold plated prices I really would expect gold plated customer service!

I purchased a pair of shorts from Chrome and they were way too snug. Their website said I couldn't return them through their website and would have to contact their customer service team - but they don't allow you to call anyone and no one answers their corporate phone number. The pre-recorded messages says "to be fair to everyone" you have to email them. I emailed them more than 12 times over a period of months - and never received a single response. So II'm stuck with a pair $130 shorts that don't fit. I've never experienced anything like this from another company - especially for premium priced products such as theirs. to date I've owned alot of Chrome clothing - but I'll never buy from them again since they won't help a customer out. This is the worst customer service experience I've had with a company. It's downright fraudulent. So buyer beware.