CALPAK Reviews 277

My daughter had warned me against CalPak after they did not honor the warranty on her backpack, but I bought a beautiful 26 inch suitcase from them anyway. The suitcase traveled wonderfully for a year, but the feet broke off on a flight back from Seattle. I wanted to have the feet replaced and offered to pay for them and shipping but CalPak would not give me these small inexpensive parts despite repeated requests. First they said they were out of stock. Then they said it just wasn’t their policy. Finally they offered a ten percent discount on future purchases. For the cost of a couple of phone calls or emails to secure the feet for me, they have lost hundreds of dollars if not more of future business from me, my family and anyone I tell not to buy. Horrible customer service policy.

I am a repeat Calpak customer and very disappointed with both the durability of my Luka duffel and the company’s response to a clear product failure.

My Luka duffel developed structural seam separation at a load-bearing corner after only two uses. This is not cosmetic wear. It is premature structural failure.

I submitted photos and a warranty claim (Order #1224484). The claim was denied based only on warranty timing rather than the actual defect. A travel duffel should not fail structurally after two trips.

I own multiple Calpak products and expected the company to stand behind its products and its repeat customers. I requested escalation for review because this failure occurred with minimal use, but the response I received did not address the defect itself.

This experience has significantly affected my confidence in the brand and I hope someone at the corporate level will review this situation.

Very disappointed with Calpak customer service. Rarely do I spend good money on a suitcase but have spent a decent amount with CalPal. On a recent trip from LAX to Maui, after setting my suitcase down in security, the wheel literally snapped and came out of the base of the suitcase. Making the suitcase unable to roll and caused a HUGE inconvenience on my trip. I purchased the suitcase in 2020 and do understand that it has been some time since I purchased. But honestly have maybe used the suitcase 30 times? NEVER checking and always a carry on. I emailed customer service hoping they could send me a wheel as my husband can likely replace. I even offered to BUY the wheel. Nope, they can do NOTHING for me. Making my suitcase completely useless and now trash. They offered me 15% off of a brand new suitcase. ARE YOU KIDDING ME? I was told "Our replacement parts are very limited at this time." Okay - make them NOT limited and provide a good customer service experience. I WILL NOT be purchasing from CalPal ever again. DO BETTER.

CALPAK never disappoints. Amazing quality across the board, and their customer service team is quick and helpful.

My Luka is less than a year old and has been used maybe four or five times yet it's peeling all over. It's always been used as a carry-on and never handled by airlines so I'm baffled that a practically new bag isn't able to withstand a few uses. I filed a warranty claim and it was denied becuase they say it's normal wear and tear. It's absolutely not normal for a bag to look like this when it's barely been used. Very disappointed as this bag came highly recommended by "influencers" who are no doubt profiting off poor schmucks like me.

Very disappointed. I have purchased their Kaya 15 inch Laptop Backpack a little over a year ago and the straps are just about broken off. I only used it a few times and I really love the bag I get tons of compliments. When I reached out for help, they told me I’m over the year warranty and told me I could take it to a cobbler or something, but the bag is pretty expensive and this shouldn’t be the case and just over a little over a year. I’m very upset. I expected better but obviously not.

I bought a hard side carry-on about 2.5 years ago, past the two-year warranty date, and used it for about 8 trips. I didn't mind the scratches but on the last trip the bottom started to crack and a wheel became loose. On the last flight the wheel completely disappeared, leaving a huge hole in the base. Luckily, United offered a replacement, Calpak didn't.

Atrocious customer service. I ordered the bag on a Tuesday with overnight shipping. The estimated delivery was Thursday, and I was leaving town on Friday. The bag didn't arrive until the following Tuesday, 7 days later. I paid $35 for overnight shipping. The customer service response was basically, too bad, not our fault. I bought the bag from the lovely people at the Container Store.

Purchased an expandable carry on and have only used it maybe 10x and was in the airport and the whole wheel detaches from suitcase pulling part of the suitcase away with it. I've never seen this on cheap luggage let alone expensive. Nordstrom changed their online platform so I can't access the receipt anymore so Calpak won't stand behind this luggage. Will not be a repeat customer.

Avoid - the strap on the bag pulled out within 2 months of normal use. Do your research and you will find many similar complaints. Company will not replace or repair despite warranty claims. A cheap Amazon bag lasted me longer than this one. Not worth the price point - in this case you don’t get what you pay for.

Great points program, cute designs and colors! So far, scuffs have been easy to clean but I think durable finishes might be a growth point for them

Calpak makes such a great product! I have the Luka Duffle in regular and mini sizes and LOVE both! The material is beautifully constructed to provide durability while being aesthetically pleasing. The pockets help keep all your items well organized. These are by far my favorite bags!!!!

I’ve ordered several times from Calpak and they’ve been exceptional to work with! They shipped very quickly and the Luka is hands down my favorite travel bag these days.

I’ve purchased a few of the Luka duffle bags and used 2 - one small and one large - for a road trip. I love the durability and size of the bags. Wish the price points of the products were a bit lower but the loyalty program + discounts helps!

Calpak is very durable and quality that will definitely last a ling time.

EDITED TO ADD-I received the reply below a week ago saying someone would be reaching out. They never did.

While I understand that not all luggage companies are like Away Travel where you can try out the product for 100 days, I’m appalled at Calpak’s product and service. This is my FOURTH item, and I thought I could trust them. Sadly the trolley sleeve on my new already overpriced $150 backpack doesn’t fit on a standard trolley handle AS ADVERTISED IN THE DESCRIPTION. I reached out to the company and no one had anything to say except sorry, sale is final! Ridiculous. Highly recommend staying away.

HORRIBLE processing and shipping times.
I feel for a luggage company they really need to get better at this part. I’ve been screwed over twice because of there ridiculously long processing and shipping times. The date they say will be delivered is not correct, ever.

They refused to let me return the bag even though it came 5 days late after the original delivery date.
For a luggage company I would assume delivery dates would be accurate so people can plan accordingly.

The luggage is smaller than expected and the quality is below average. I have personally purchased better quality, more sturdy luggage from a major big-box retailer under the store's generic brand name. Their carry-on bag resembles something closer to a diaper bag. The main reason for my poor rating is due to my experience post purchase and Calpak's general business practices. I purchased the bag on sale as a gift and when it didn't meet my (or the recipients) satisfaction I was told it could not be returned because it was purchased on sale. Upon review, I can confirm that the receipt did specify "final sale" however this was not clear when I made the purchase. Additionally, the item I purchased was not a "limited" version nor was it discontinued and there wasn't anything special about the sale that would make it "final." It was a typical 20% off sale - not a steep discount (>30%) I would expect to see with a "final sale." The bag is still offered by Calpak and can be purchased with the exact same specifications NOT as a "final sale." When I inquired with customer support, I received an instant AI generated response which I personally find insulting. When I escalated the inquiry, I got another response two days later essentially repeating the AI response. Buyer beware: Calpak's definition of a "sale" is their way of making the consumer waive their rights to any return policy in exchange for a slight discount. Personally, I'd rather pay more and retain my right to return the item if it doesn't meet my satisfaction. Had I checked the reviews, I would have seen other people have had similar complaints. Unfortunately, Calpak does not allow you to sort reviews by ratings - a functionality that is customary on every other retail site and what I can only assume is another deliberate attempt to deceive the consumer.

Love everything I’ve purchased so far. I travel every week for work and the products hold up great and the bright bold colors I’ve gotten really help with spotting my luggage fast.

Both Customer Service and products have been great . I travel internationally and love the Luka bag since it counts as a personal item. I also love it for regular travel as well especially having a dedicated shoe compartment. I have since bought the duffel/backpack for ease of carrying since I travel with my dog and it is a breeze now having the backpack as an option. I believe the it's a bit pricey for the pieces but they have a decent reward program and I love their collection!