I highly recommend doing thorough research before choosing a repair store for your backpack. My recent experience was frustrating and disappointing.
First, I had to sign an inquiry form and explicitly stated in the form and in an email with pictures that I needed the back mesh (spinal support pad) and the waist buckle clip fixed. I informed them via email that my mother would drop off the backpack.
When I received my backpack back, I was extremely dissatisfied. The back mesh was not fixed, and although the buckle was replaced, it looked bulky and cheap. To make matters worse, the original broken buckle clip was not returned to me. This backpack was borrowed from a friend, which added to my disappointment.
I emailed the repair store to express my frustration, and Dawna, one of the staff members, told me to call her. When I called, I felt my concerns were dismissed without any solution. Dawna said there must have been a miscommunication between me and my mother, suggesting we were treated as separate customers. This was confusing and unhelpful, especially since I had provided detailed instructions in both the inquiry form and the email.
Moreover, Dawna mentioned that every repair costs $90, and the buckle replacement alone was $110 including tax. The service I received did not meet my needs, and now I am left with additional costs to cover the incomplete and unsatisfactory repairs when I return the backpack to my friend.
Overall, my experience was poor, and I would not recommend this repair store to anyone looking for reliable and customer-focused service. read more