- Verified customer
Dis-functional design / poor return/exchange service
It was not clear from photos or description of product on website that the Finn card wallet is not stitched on one-side and opens up, meaning that cards/cash could just drop out easily. I asked to exchange for the alternative design, and accepted having to pay return postage costs, but was then told I would have to pay for the replacement item to be shipped! And no sort of apology or acknowledgement of the design flaw. Quality was otherwise good, but no use to me.
A bad experience!
This was marketed as an in-cabin bag/backpack, supposedly perfect for a trip I’m taking in the very near future. However after 3 months of light use the stitching on the inside pockets came undone. I sent the bag back to Zoomlite in Melbourne for repair ($35 postage). After 3 weeks it was returned but two days later the stitching on the top handle gave way. At the time I was only carrying 3-4kgs. Again the bag went back to Zoomlite, this time they paid for postage. At this point I requested a refund as I did not think the bag was fit for purpos...e. However Zoomlite repaired the bag again and sent it back to me. Another few days on and the repair started to show signs of failing. I contacted Fair Trading (FT) (something I’ve never done before) with supporting photos, emails etc to act on my behalf and they contacted Zoomlite. FT received a reply from Zoomlite stating that as part of the repair the handle had been reinforced and it “was now fit for purpose”. So what was it before?? Zoomlite also stated that any repair “may not be the same in appearance as the original"….This one certainly doesn't! It's not unreasonable for an in-cabin bag to be able to carry more than a few kgs. Added to that, these backpacks are not inexpensive. I’ve had years of trouble free use from other brands ie Black Wolf, North Face etc. I am now heading off on holidays with a bag that I personally don’t think will last the distance. I plan to take the matter to the Tribunal, as advised by FT, on my return. I am very disappointed that a) I’ve experienced such quality issues with this product and b) I have to go to a tribunal to get any sort of satisfaction. Personally I’d never recommend this brand to anyone!
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