AspenofHereford Reviews 42

After experiencing lack of communication and delivery delays from this company regarding the purchase of one Eastpak Transit R case, I suggested to their customer service team it may be easier to purchase from John Lewis and to my surprise, they agreed. Not the answer one would expect from a business. Needless to say I have purchased from John Lewis instead.

Really good communication. It is so rare to have a contact you can write to to make enquiries. The company was really helpful and promptly responded to my request to change from collect to deliver. The product is excellent. Always great to support a family run business.

Exceptional customer service going the extra mile to help. I placed my order after the 3pm next day delivery cut off, but after sending an email seeing if it was too late as I was going away, Peter responded almost immediately. He went to the warehouse to see if my order could be included. Thanks to his efforts, they agreed to dispatch it, and my case is now on its way. Thank you so much!

Ordered a Healthy Back Bag in size sling, Marine Blue. Exactly the product I wanted, slightly cheaper than other sites at the time of purchase.
The bag arrived very quickly via Royal
My product was suitably packaged and perfect for my needs in every way.

First time I am ordering from this company.

Ordered a large Eastpak travel suitcase on Saturday afternoon, was delivered on Monday afternoon, which is very good, considering delivery was free.

Bag was about 35% cheaper than at a famous department store chain.

Very satisfied.

delivery right on time. The acctim Westbury radio
controlled clock is just what i wanted.
no more taking clock down if its either going slow or
fast, in order to correct the time. and no more
spring forward and autumn back.( clock does it itself}
Wonderful ! And it looks good too.

Don’t understand the bad reviews. I ordered a Kipling bag on 22nd December and it was delivered on 23rd December, and the bag is lovely. No issues at all.

No issues with this company. My order arrived in 24 hours & communication about my delivery was good. Also, the delivery was free which is pretty amazing.

DO NOT PURCHASE ANY ITEMS WITH THIS COMPANY, IN MY OPINION THEY ARE VERY OVER PRICED AND THE ITEMS ARE OF POOR QUALITY, I PURCHASED A KIPLING LADIES SEOUL BACKPACK THROUGH AMAZON THE ZIP BROKE THEY REFUSED TO REPLACE, REPAIR THEY SUGGESTED I PAY THESE BAGS ARE SUPPOSED BE BE DURABLE AND HAVE LONGEVITY , THE CUSTOMER SERVICE IS APPALLING!

Stay away from this company there customer service is none existent!!! I purchased a clock from this site after 2 months the clock stopped working, I’ve sent numerous emails and had no reply !!!! 😡

I was looking for a Kipling bag but on the Kipling website they were retailing at £80. I found the same bag on Aspen of Hereford for only £44 which I must admit did seem to good to be true but I checked reviews and saw that this was a genuine site. I ordered the bag yesterday and it arrived as promised today. It is a brand new and genuine Kipling bag and I am delighted that Aspen were selling it for 50% less than Kipling and that postage was free and next day! Very pleasantly surprised with my experience - thank you

The listings on eBay are not clear and likely they are set up incorrectly, therefore the item I ordered was not delivered - wrong colour. They will not authorize a return and keep telling me the sku I ordered is the one they sent! If you want to get the full experience, call them… avoid this seller! If you do risk a purchase use a gateway that protects you!

I purchased an Umbra toilet roll holder/dispenser unit from this company via Amazon. It arrived missing the two screws that hold the unit together, but we didn't notice straight away as we were decorating the bathroom and so hadn't actually opened it until last weekend. I spoke with Amazon who said they'd contact the seller.
I then receive a message from the seller, Aspen of Hereford, saying they would do nothing to help as I hadn't reported the issue "in time". Didn't even offer to supply the missing screws.
So I contacted Umbra direct and they supplied the parts within two days free of charge. What a shame that Aspen of Hereford cannot offer any semblance of customer service.

Absolutely terrible company, ordered some suitcases to be told that they cancelled my order, no reason given. So I rang the rude manager to be told apparently I have returned too many things, I recall returning a karlsdon clock because it was broken. According to their records I have returned too many items. What an absolute joke! Never heard this nonsense before.

I was really excited to get a new suitcase and originally ordered directly from Eastpak on April 30th. I hoped this would give me enough time to decide on the right luggage before my upcoming trip. Unfortunately, after more than a week with no updates, I contacted customer support. They informed me the order was coming from abroad and should arrive by May 8th or 9th.

The parcel was marked as delivered on May 8th, but it was left outside my door. By the time I got home, it was gone. I immediately called customer support the next morning, right at 8 a.m. when they opened. They told me the case would be passed to their investigation team. By 3 p.m. I received an email saying they would not issue a refund because the parcel was "delivered safely." Just like that - £350 gone and no luggage for my trip.

In a panic, I ordered a replacement suitcase from Aspen of Hereford with next-day delivery. It was supposed to arrive Monday, but to my surprise, I got an email update saying it would arrive today (Saturday, May 10th). Less than 24 hours after ordering, I had my new luggage in hand-with prompt updates and a smooth experience from DPD.

The product is 100% genuine - I already own the small Tranverz, and now I’m thrilled to have the Tranverz M as well. Thank you so much, Aspen. You guys are amazing. What a difference good service makes!

My wife bought an Eastpak suitcase from this seller and after one use one of the dials on the TSA combination lock became loose and moved up and down in the lock. We were worried that in future this might mean that we would be unable to open the case. We contacted the seller but they refused to accept that it was a manufacturing fault and tried to blame it on the airline (something that I now note from other reviews seems to be a common response). There is no other damage to the bag but they said this has no relevance. They insist that we must pursue it with the airline which means either going all the way back to the airport which is ridiculous or trying to call Canada which will be very expensive.
This company has no empathy and washes its hands completely of something that is clearly their responsibility to deal with either directly or with the manufacturer. Their responses are very curt with absolutely no hint of an apology. My advice would be to avoid them. Good customer service in such situations can really enhance a company's reputation but clearly this is not the case here.

Amazing company. I ordered an item at 3pm on Friday and it was delivered to me first thing the next day.
Extremely happy with both the item and service. Wouldn’t hesitate to recommend.

Received my Kipling back pack today, really impressed by the brilliant service from aspens. I only ordered it yesterday, came about 24 hours later. Well done , really good service.

AWFUL, awful customer service. My parcel was left in a communal staircase by Royal Mail, and was stolen at some point before I returned home . While this clearly isn’t the store’s fault, the customer aftercare when trying to resolve this was downright horrendous. Peter from Aspen could not have been more unhelpful, rude and indifferent to my predicament. His responses seemed to blame me, he was snarky and offered no alternative other than “oh well, talk to the police”. He was meant to keep me updated with Royal Mail progress on the issue, I waited 2 weeks without a response, and when I got one it was effectively to wash their hands of the issue. If you value customer experience, shop literally anywhere else.

Amazing service from start to finish. From finding the item on their website, have a detailed description of the products on their website, being well informed of order statuses. Order then arriving on time immaculately packed too!