Antlerluggage Omdömen 20

A wheel broke on my daughter’s suitcase. It had obviously suffered a severe impact in baggage handling so wouldn’t be covered by manufacturers warranty.it was easy to remove the broken wheel, but Antler refused to to sell me a replacement which would simply screw in.
They say I have to return it to the appointed repairer
NEVER AGAIN

This is the third review I have put on here. The customer service at Antler is not what I would expect from this company. We bought a matching set of 3 cases, 1 large, 1 medium and 1 carry on. These cost £620.00 from the Stanford 2.0 range. Arrived promptly, packaged lovely, looked fabulous. Took them on our trip to America, when they arrived at our destination, they were covered in white marks. I can't post photos on here so therefore unable to see the extent of these white marks. We thought it was just the hold cases, but even my carryon didn't escape. Even more on our return to Heathrow. Sent numerous photos to Antler showing all the many white marks, was told they do not cover cosmetic marks. They blamed the carrier and suggested I get a magic rubber to remove. I have tried everything to remove these white marks, they are not budging. It is almost like the paint has been rubbed off and the undershell is white and we chose a deep red wine colour. We took them to Bermuda in January, different airline, different destination, even more white marks now. I have sent various emails to customer services at Antler, no response since their original one telling me to take it up with the carrier, the carrier didn't handle the carry on. Sent another one today. So upset to have paid a lot of money for cases that look like I got them from a market stall. £620.00 to me is a lot of money for 2 cases and a carry on. PLEASE AVOID.

Customer Services is run by AI. No phone or human being to discuss issues with. Worse customer services I have ever experienced. Don't buy off this company!!!

Not fit for purpose .They look lovely ,shiny and classy when new but after one holiday using them the Outer cases have all scratched really badly .yep every single one and now they look cheap and tatty.
We bought a whole set too .
DO NOT BUY!

We ordered 2 suitcases 2 weeks ago - we have received 1
Despite numerous emails / WhatsApp and messages on their website we haven’t had any response
Not good enough !!

Purchased 3 Antler Stamford suitcases 2x 80cm black 1x 56cm.
Used for our trip to England, duration 1 month.
They describe the Stamford as being a robust polycarbonate shell with a smooth
mat surface that reduces the visibility of any scratches. Unfortunately this hasn’t been our experience. Also the lining has started to form small tears.
The Antler representative recommended to use Gumption or Pink Stuff to clean.
Their instructions in the luggage booklet recommended Magic Eraser and a damp cloth which we tried and failed, also tried Gumption today which didn’t helped remove an almost 80cm white scratch on our black suitcase.
They suggested to have the tears repaired with one of their recommended repair centres who will determine if they would be replaced under warranty.
We have sent photos to Antler clearly illustrating the damaged suitcases.
They state in their advertising that:
“Our cases are tested to rigorous, audited, and industry-leading standards. Our warranty is your ultimate peace of mind.”
THE REPRESENTATIVES RESPONSE WAS:
“Please note that our warranty covers manufacturing faults but does not cover wear and tear, accidental damage, or damage caused during the handling process/third-party damage. You can visit our website for more information on our warranty's terms and conditions.”
It was also recommended by the representative to purchase luggage covers, “ We would recommend using a luggage cover/protector to protect the shell of the case, we don't currently sell these but it's something our design team are looking into. Third-party sellers like Amazon sell luggage covers/protectors.”
We’ll all I can say is thank you for your suggestion after our suitcases were damaged, so helpful and a slight contradiction to the description that the Stamford was robust with a smooth surface reducing the visibility of scratches.
Our last Antler soft luggage lasted 35 years, marks washed off and linings were intact.
We just thought we’d like to upgrade, big mistake!
Unfortunately the Stamford doesn’t live up to their claims, so disappointing.
Our suggestion to Antler would be to reassess your linings to something more durable and not describe your polycarbonate shell as robust.

Horrible company, they don't answer emails, phone calls. We sent 2 items back for refund. We have proof of delivery and no refund. Impossible to contact. Scammed. DO NOT BUY FROM THIS COMPANY

Do not buy from Antler direct. Absolutely shocking customer service. Always bought Antler in the past, never again. Ordered suitcases over three weeks - all the items were in stock when I ordered them. After constant emails chasing the deliveries ( we needed them for our holiday that was 3 weeks away when I ordered the suitcases). It took two weeks for the first items to be delivered, customer services gave me tracking info for wrong deliveries and told me they had been delivered! We had to delay the start of our holiday by a few hours as we were told all outstanding items would be delivered that norning. . Surprise surprise! One suitcase wasn’t delivered! I am now chasing again to find out when the item will be delivered. They literally implied it had been delivered to us! The CEO of Anther needs to get a grip! Worst service I have ever experienced. They couldn’t even send me the formal complaints procedure. I’m buying Samsonite next time.

I can’t actually rate my customer service experience with Antler - as they don’t seem to have one. No stars is more like it! The goods I received where fine, I sent two items back as not suitable. Wrong refund, haven’t replied to several message to the customer service department in the last two weeks - I have overpaid by £250 . Don’t buy from Antler.

This company were on my case in the beginning, as soon as I put my claim in, no response after e-mailing them with lots of photos with my broken lock on my suitcase, DO NOT BUY AN ANTLER SUITCASE, BUY FROM SOME OTHER COMPANY. THEY DO NOT REPLY TO YOU.

I purchased a case for my son who was working away from home. After 5 months the wheel broke and shortly afterwards the zip failed. Disappointing but No problem I thought as it had a ten year warranty. I then found that I had to pay to post the case to the company that handled the warranty claims and if it was not deemed to be under warranty would have to pay for the case to be returned.

I bought this thinking I was purchasing a good quality British product which would be backed by a no quibble warranty.

How wrong I was. I will never buy Antler again and certainly wouldn’t recommend them to anyone.

I unfortunately brought 3 Antler suitcases about 5 years ago from Beales in Bournemouth. Two have gone wrong so I phoned up Beales and they have replaced them , not problem. That was just over 1 year ago, now one of the replaced suitcase has again broken , I contacted Beales and they do not deal with Antler anymore, so I contacted Antler direct. I was told that I would have to post the suitcase to a another company at a cost of £15 and then they would determine if its under guarantee and if they feel its not I would have to pay for the repairs and the return postage. I emailed back saying that this is totally unacceptable, they email back and said that there is no other option. Never Ever again will I buy of these crooks. Buyer beware

Very poor and Guarantee is rubbish
We had this case 4 years but only used it 5 or 6 times
On our last holiday both of the handles snapped
I contacted Antler who just refered me to their repairer who would assess it .
The only thing is I have to pay £14 to send it for assesment with no guarantee it will get fixed.
Then pay to get it back
i had assumed when I bought it if it went wrong to just send it back to the local shop not half way around the country
It is poor quality and from what I see of their 10 year guarantee its not worth having.

Very poor quality products and laughable customer service.
If a company cannot stand behind their products (via warranty or other make good practices), it is clear they’re not too proud of what they sell/make.

Suggestion for management, check your customer service staff grammar and spelling. And remind your in-store staff not to recommend other brands when explaining that your products are not guaranteed.

Lesson learned. Stick to American products and customer service next time.

I would never buy ANTLER luggage again!
We purchased a luggage bag for over $350, we used it once and it is now open at the seams. We sent it to be repaired by Antler via Myer and they sent it back and refused to fix it. They refused to honour their warranty and the bag came back in a worse condition than it was sent to them...it was now ripped! They wanted us to pay to repair it. The bag is under warranty and it was barely used. They have just passed the blame on the airline saying that the airline damaged the luggage. A bag does not rip if it is dropped.
It is clear that their workmanship is incredibly poor and these bags are a huge waste of money. Worst company, product and customer service!
I am incredibly infuriated by the way they treated us and took our hard earned money and provided us with a horrible product!
Absolutely disgusted!
I would never recommend this product to anyone. Don't waste your money buying Antler!

The best customer service I've come across in a long time. My query was answered within an hour via email, I then went online and purchased the cases. Selected standard free delivery, the cases arrived 2 days after. I was kept up to date via email and text about the delivery time with an hour slot time. Brilliant- couldn't recommend them more!

About 5 years ago I purchased a fantastic set of cases from this company. The luggage was very well made and stood many Trans Atlantic trips. I decided to purchase a new set based on my past experience. The new products are shocking! The outer is thin, the zips are poor and I doubt the small single fixing on each handle would last more than 5 minutes. I complained and what followed as been the worst customer service I've experienced in a long time. I hope this post will save some other poor sole the unfortunate experience of having to deal with them

A wheel on my suitcase was damaged very close to the end of the warranty. Customer Services were exceptionally good and fixed the problem with no hassle whatsoever. Would recommend for the customer service alone!

I have just experienced the best customer service I can recall. Briefly, on Sunday afternoon I sent an email to Luggage Hub, the retailer from whom I purchased my 200 series suit pack some years ago noting that I had mislaid the hangers and seeking assistance to purchase replacements. The following morning I was asked by the retailer to provide my address and that evening an Antler representative (Michael) dropped off 4 hangers at my home. Simply fantastic customer service - thank you so much. Edwin Lorkin - Melbourne Australia

Below is how Antler describe themselves on their website.
"We are Antler; a proud British company that has been making well designed and high quality luggage for over 100 years.

We have remained at the forefront of the industry thanks to our passion for craftsmanship and dedication to be innovative.

Ultimately we aim to ensure everything we do is underpinned by the key pillars of our brand – Designed. Tested. Trusted. Since 1914."

Don't believe a word of it. I bought an Antler garment carrier and unfortunately lost the hanger chain. No problem I thought, just contact Antler and they will supply a new one.
Not a chance, they don't keep this item.
I asked, as they were a British company supposedly manufacturing their own products, why the couldn't supply a piece of chain with a hook on one end and a clip on the other. Well, it turns out that the carrier was made in China.
No problem you would think as they are still selling suit carriers complete with a hanging chain, they would simply ask their supplier for an extra hanging chain but no, they would not even do that.
Rubbish customer service with a dubious web site.
If you go to their website and to the "About us" part, nowhere does it say that their products are made in China, in fact the inference is that they are made in Britain.
Rubbish customer service, Buy Samsonite, better customer service and arguably better products.