BLACK EMBER Reviews 4

Really don't buy into the one star reviews about customer service.

I made a warranty claim based on the lifetime warranty they offer and they were absolutely superb.

The product itself is unbelievably cool. I love the zips, magnetic clips, etc. I bought the very first version of the citadel and it was brilliantly constructed. Time told on the material they chose which is why the new citadels are made of a different material.

Anyway, to cut a long story short. They were extremely supportive and I would buy off them again without a doubt.

Few days after I bought a bag, they dropped the price of it by $250. I asked politely twice for price adjustment, they just ignored. Really lame customer service. I'll never buy again

I ordered something that was supposedly in stock. They never shipped it, and phone calls and emails have both been ignored. The only way to get a refund is to talk to someone so I'm going to have to charge back my card I guess. Would never order from them again.

Excellent quality products! I'm really impressed with the overall build and materials. I've used this backpack almost every day on my motorcycle and travels. I had a small issue where a part of the fabric started to peel off from the backplate, so I contacted customer support and they were so quick to respond and send me a replacement bag! I didn't even have to pay for shipping or duties. The lifetime warranty is great and the support team is very efficient.