More than a BackpackReviews of morethanabackpack.com

Reply from More than a BackpackJan 15, 2024

Dear Aurora, We hope this message finds you well. We sincerely apologize for the inconvenience caused by the delay in receiving your order, and we deeply regret any frustration this may have caused, especially during the holiday period. Upon investigation, we discovered that one of our couriers faced unexpected and serious issues during the holiday season, resulting in delays for a number of shipments, including yours. We understand the importance of your order and the disappointment it must have caused, and for that, we extend our most sincere apologies. We have contacted you via email to get this resolved and we will of course offer you a resend or refund. We are very disappointed that this has happened and this is not our normal service offered and we are investigating further. Once again, we apologize and hope to make amends. Many thanks More than a backpack

Reply from More than a BackpackJan 9, 2024

Hello Rhonda, I hope this message finds you well, and I sincerely apologize for the inconvenience caused by the delay in receiving your order. we understand how frustrating it must be to not have your items in hand as expected. After conducting a thorough investigation into the matter, it has come to our attention that unfortunately, your order has been lost by the couriers during transit. Please accept our sincerest apologies for any inconvenience this may have caused you. To make things right, I want to assure you that we have taken immediate action to address this issue. As a result, we have processed a full refund for your order, including any associated shipping fees. The refund should reflect in your account within the next 3 days. While this may not fully compensate for the disappointment, we hope it serves as a gesture of our commitment to customer satisfaction. Many thanks More than a backpack

Reply from More than a BackpackJan 9, 2024

Hello Kathleen, I hope this message finds you well, and I sincerely apologize for the inconvenience caused by the delay in receiving your order. we understand how frustrating it must be to not have your items in hand as expected. After conducting a thorough investigation into the matter, it has come to our attention that unfortunately, your order has been lost by the couriers during transit. Please accept our sincerest apologies for any inconvenience this may have caused you. To make things right, I want to assure you that we have taken immediate action to address this issue. As a result, we have processed a full refund for your order, including any associated shipping fees. The refund should reflect in your account within the next 3 days. While this may not fully compensate for the disappointment, we hope it serves as a gesture of our commitment to customer satisfaction. Many thanks More than a backpack

Reply from More than a BackpackFeb 12, 2024

Hi Jeanine, Thank you for your feedback. We don't actually provide a telephone service but we always reply to all emails at [email protected] We do see your order was delayed. Unfortunately, sometimes these things do happen. We do have a 90% delivery rate in our timeframes stated, however it looks as though this time you slipped into that 10% of delayed orderred. Sadly, this was out of our control and we can only apologize for the slower delivery service. Many thanks More than a backpack

Reply from More than a BackpackSep 12, 2023

Hi Theo, Thank you for your review. We are sorry that you're not happy. This is totally not acceptable and we will be emailing you asking for more information about youorder. We do not expect our bags to arrive in this condition and this is not our normal service. We can only believe something has happened in transit. We will look into this and find out why and how this has happened. Once again, we apologise for this and your experience with us. Kind Regards, More than a backpack

Reply from More than a BackpackSep 1, 2023

Hi Saf, Thank you for your review. We are sorry that you're not happy. Addressing the issue, we DO NOT ship from AliExpress - we have our own dedicated warehouse which gives us excellent delivery speeds across the globe. You cannot get shipping speeds like ours from that company. To be transparent and honest, maybe this one item is the same bag, we can't be 100% sure (although, we hope it's not!). Our supplier "could" have sold this item to another company on that platform. We work with a few carefully handpicked suppliers of high-quality products for a few items, we don't own the design and style (some we do, and are own branded and designed). This is not unusual in business, many of your high street stores will have EXACTLY the same item with a different price. However, again to be transparent, we are aiming to move more and more to own branded and designed items - this is the future of the company. Regarding the other seller and why we are more expensive - they do not spend the money on the marketing like we do, shipping will be very slow compared to ours (you may not get the item AT ALL). We also provide a service that you would not get from them, we have staff on hand to reply to your emails within 24 hours (even on weekends). We also give back to charity which you won't be seeing on the other platform. As you said, you're happy with the item and it's a decent bag which is what we wanted to achieve. We feel being called a "scam" is harsh, when you got a high-quality backpack in a quick delivery time (7 days). If you are still unhappy, we are happy for you to return the item to us for a full refund in the UK (if you so wish). We do hope this has helped ease your upset and we wish you well, Kind Regards, More than a backpack

Reply from More than a BackpackAug 30, 2023

Hi Juliana, Thank you for your feedback and we are sorry you feel this way. We've checked your order and it does look like it was delivered within the 5-10 working days stated at checkout. To the UK we are usually seeing more around the 5-day delivery time. Sorry that your order seems to be more the 10-day timeframe. Regarding, selling, and shipping Chinese products. Yes, you're correct we ship and buy out of China but that certainly doesn't mean that they are cheap and poor quality. This is a common misconception that Chinese means poor quality. We make sure our items are good quality and we take on feedback from our customer. This doesn’t take the away that we are a family business, our suppliers are just based in China, which is exactly the nearly same as every other fashion retailer in the UK (and world). The item that you bought the Mochilas backpack, we've seen competitors selling similar items, but it is not the same as ours. We have gone through 3 manufacturers now to make this item bigger, stronger, and better quality than ever before. We've improved many areas of this item including, strength of straps (both back and top), strength of internal compartments, quality of zips, water resistant capabilities. We’ve changed many things order to make this a great school backpack at an affordable price. We would be extremely confident if you purchased the copycat item from Etsy, you would see the quality difference straight away. We also ship out from China due to the fact we can ship across the globe to many countries without long delays. We can achieve 5-10 business days to Europe and 7-14 business days to USA and other countries. Again, we've found a very good warehouse that gives us a great service with excellent speed. We want to be able to offer items to anyone across the world at a great price. We hope this has helped answer some of your queries. If you are still unhappy then we can give you a full refund on return of the item to our UK return address. Please contact customer service on [email protected] and they can help you. Once again, we are sorry if you're not 100% satisfied. More than a backpack

Reply from More than a BackpackJul 3, 2023

Hi Britt, We would like to sincerely apologize for the unfortunate experience you had with one of our bags and the delay in receiving a refund. We appreciate you bringing this matter to our attention through your public review. First and foremost, we want to assure you that we have taken your feedback seriously, and we have already taken immediate steps to rectify the situation. We have fully refunded your purchase as a gesture of our commitment to customer satisfaction. We understand that receiving a faulty product can be disappointing and frustrating, and we deeply regret any inconvenience caused. We have also thoroughly investigated the issue you encountered with the bag in question. Our quality control team has identified it as a one-off quality issue, and we want to emphasize that this is not indicative of our usual standards. We have reviewed our manufacturing processes and made necessary adjustments to prevent such incidents from occurring in the future. We are committed to providing high-quality products to all our customers consistently. At our company, customer satisfaction is of utmost importance to us, and we appreciate your patience throughout this process. We understand the importance of timely resolutions, and we regret any delays you may have experienced in receiving your refund. Moving forward, we have implemented measures to ensure that our refund process is more efficient, and we will work diligently to expedite any future refunds. Once again, we apologize for the inconvenience caused and thank you for bringing this matter to our attention. Your feedback is invaluable to us, as it allows us to continuously improve our products and services. We hope that you will give us another opportunity to serve you in the future and demonstrate our commitment to providing exceptional customer experiences. Yours sincerely, More than a backpack