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Disappointing First Purchase — 20% Price Drop Before My Orders Even Shipped

I placed my very first two orders with CALPAK on Saturday, November 7, spending over CAD $700.

On Tuesday, November 10, the first regular business day after the weekend, CALPAK launched a 20% sitewide Black Friday promotion. My orders hadn’t even shipped when the prices dropped.

Naturally, I contacted customer service hoping they would honour the new pricing, especially since CALPAK advertises a one-time price adjustment policy for eligible purchases made within five days of a promotion.

To my surprise, I was told that because I live in Vancouver, Canada, my orders were considered international and therefore excluded from price adjustments.

What I find particularly unreasonable is that my purchases were still being prepared for shipment when the sale began. I wasn’t asking to return or exchange anything. I was simply requesting the promotional price on items I had ordered over the weekend.

Some of my items were also personalized, making them ineligible for returns.

Customer service initially asked me to confirm three conditions so my request could be forwarded for an individual review. I agreed to all three, only to receive another refusal citing the same international-order policy, without clarification about whether an exception had actually been reviewed.

I understand that companies have policies, but I struggle to understand why a Canadian customer should be excluded from a simple price adjustment, particularly when the items hadn’t even shipped.

The customer service representatives were polite, but politeness alone doesn’t resolve a disappointing shopping experience.

I was genuinely excited about my first CALPAK purchase. Unfortunately, spending over $700 only to see everything discounted by 20% before my orders were shipped, with no flexibility offered, has left me questioning whether I would purchase from this brand again.

I hope CALPAK reconsiders its approach to Canadian customers.

This has been, without question, one of the most frustrating, unpleasant, and disappointing customer service experiences I have ever had.
I ordered a personalized Medium Luka Duffel from CALPAK as a special gift for my daughter, who will soon be traveling. Unfortunately, the bag arrived with the wrong personalization. After contacting customer service and being assured that the mistake would be corrected, I received a replacement bag WITHOUT ANY PERSONALIZATION AT ALL! Yes, CALPAK managed to get the same order wrong not once, but TWICE.
What followed was nearly two weeks of endless emails, delayed responses, repeated apologies, and proposed solutions that seemed to benefit the company rather than the customer. This situation began on November 1, and I spent an unreasonable amount of my own time trying to resolve mistakes that were entirely CALPAK's responsibility.
What disappointed me most was the complete lack of meaningful consideration for the customer. I was not asking for special treatment. I simply expected to receive what I paid for and to be treated with fairness, respect, and understanding when the company made repeated mistakes.
I also genuinely wonder whether my experience would have been different if I were a TikTok influencer with thousands of followers. Would my concerns have been addressed faster? Would CALPAK have been more accommodating if there were a possibility of public exposure? I certainly hope customer satisfaction is not determined by someone's social media following or ability to promote a brand. Every customer deserves the same respect and level of service, whether they have one follower or one million.
Eventually, CALPAK confirmed that a full refund had been issued, but only after numerous emails, repeated requests, and escalation to management. And frankly, issuing a refund after sending the wrong product TWICE is not exceptional customer service. It is simply correcting the company's own mistakes.
I also want to make something very clear: I have already shipped the first incorrectly personalized bag back to CALPAK. I provided the shipping receipt and tracking information, which their customer service team acknowledged receiving.
And despite everything that has happened, CALPAK still expects me to return the SECOND incorrectly shipped bag as well. After considerable correspondence, their management finally agreed that I could wait until my full refund was actually credited to my original payment account before sending the second bag back.
So, after two mistakes entirely on their part, I am still expected to arrange two separate returns, spend additional time dealing with shipping, and continue managing a problem I never created. The company gets its merchandise back, while I am left having wasted nearly two weeks of my time, with no gift and nothing to show for this experience except frustration.
I sincerely hope CALPAK's management takes customer feedback seriously and reconsiders how it handles situations involving its own mistakes. Customers should not have to repeatedly argue, follow up, or escalate complaints simply to receive a fair resolution.
A company's reputation is built not only on the products it sells, but also on how it treats customers when something goes wrong. Unfortunately, CALPAK failed miserably in that regard.
My advice to potential customers: Think twice before ordering, especially if you're purchasing a personalized item for a special occasion. Beautiful products mean very little when the customer service behind them is this disappointing.
I certainly will not be shopping with CALPAK again.

After just 3.5 years of very light use, my CALPAK Ambeur developed a structural crack around a wheel attachment, making it difficult to use. Also, minor scratches are highly visible, especially on the corners. Very disappointing durability at this price point, would not recommend.

Customer service was equally not good. It took five emails back and forth with their AI bot just to locate my order. CALPAK then refused to repair referencing that 2-year warranty had expired. And offered a 15% discount while advertising a 20% sitewide sale. Very generous

I love calpak! I own 2 sets of ambeur luggages ( I recently bought it again after using the previous one for 8yrs!) , one single hue luggage, a backpack, a Luka Duffle bag ( then best for cabin travel and any other daily adventures! Has a laptop amazing compartment and a separate shoes one as well! )and to finish a belt bag I use EVERY DAY! This one is my favorite and I also used it as a tourist all the times and it doesn’t disappoint! To pack I also use the Calpak cubes and they are very strong… life saving for packing and stay organized!
All the items are of a very high quality luggage’s are light weight with wonderful rotating wheels…and they last for a long time! Great also the delivery of you order online! I truly love it!

I am a die hard Calpak fan. I own 7 of their pieces and love all of them. The quality is top notch, customer service is always helpful and available, and their reward program is amazing. I can't recommend Calpak enough!

We are big fans of the Calpak Luka line and we own several of these bags now (regular and mini duffels, regular and mini belt bags, and the laptop expandable tote).
The bags are very well made, extremely lightweight and easy to carry, and have so many color options to choose from. We have used them over the years for travel and they have held up very well. The duffels and the laptop tote can be used as a carry on bag or as a personal item depending on how much you fill up the bags. I love the option of being able to choose either one. Customer service has also always been very responsive and their delivery speed is amazing. We will be repeat customers for a long time!

Calpak is an amazing brand! I love their items. Durable and lasting!

I couldn’t use the bag it smelled horrible. Like it was kept in a fish market.to bad it was a nice bag. Customer service was lacking in response and did not help. They obviously don’t stand by their product or policy. I will never purchase their products again and I am sure they will be fine. The fact that they responded with the below is crazy when I never mentioned where I got the bag from or how and what I did with it. Hmmmmm very odd.

Communication from company was clear and shipping was efficient. The terra hanging toiletry bag is compact but spacious and the soft material makes it easy to pack— it can compress down if its not too full and flexible enough to squish more into.

Love my calpak! It came in a timely manner and is so helpful in my travel

Their products are high quality! Built to last. I wish they were slightly more affordable, but they do run sales.

I absolutely love my CALPAK lunch bag! 😍 It’s so cute, stylish, and practical while still being spacious enough to fit everything I need for work. The quality is amazing, and I love that it keeps my food organized without being bulky. It’s the perfect combination of functionality and style, and I get excited to pack my lunch every day. Definitely worth the purchase and would recommend it to anyone looking for a lunch bag that’s both pretty and practical! 💕

The CALPAK Luka Duffel is a great travel bag with a stylish look and plenty of room for essentials. I love the multiple pockets for staying organized and the separate shoe compartment. It’s a practical, versatile option for weekend trips or as a carry-on.

CALPAK makes some great backpacks and the rewards program is great!

Their app is incredibly easy to use. I love the VIT program. Their point system is very generous. My new vault carry-on is incredibly stunning. It feels like it is built to last. It feels like a luxury travel piece without the luxury pricing. It was packaged very well and arrived quickly. Win win win!!!

I love CalPak! The quality is excellent.

Update!!!
I got yet ANOTHER Calpak Luka Duffle. It was delivered 10 dyas ago. This one is the regular sized Luka in the color walnut. I can't stop. I won't stop. I love Calpak. Can't wait to take my latest purchase out for holiday travel.
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You'll never hear me say a bad thing about Calpak. I love all of my purchases and plan to buy more, more more! I've made 3 different orders with them and don't plan to slow down anytime soon.

The Mini Luka was one of five pieces I bought for my first ever Calpak purchase. I got the French Blue Gingham limited edition color. I love, love, love everything I bought. I watched so many review videos about the regular sized Luka before making my mini Luka purchase. Although it looks roomy and could be a Carry-On Only bag for quick trips, the regular size just looked too overwhelming for my frame. I'm 5'2", 109lbs. From videos and pictures it looked like it would be too big for me to carry around town and through airports, especially since I'm a last minute packer who would fill it to the brim. The mini is perfect for me. It's so perfect that I bought a SECOND mini Luka in Dragonfruit just 5 DAYS after receiving my French Blue mini!! It's just that cute!

My Mini Hue Carry-On and my Mini Luka Duffle make for theeee most convenient and efficient travel thru the airport ever. I don't know how I toted all that heavy luggage before. Never again.

My products are great quality and everything arrived quick.

Cons: I got a $10 birthday reward. I didn't know it was only good for 30 days. My Bday is on the 26th. Unbeknownst to me when I looked to use it on the 8th following the 30 days it was gone. You don't give someone $10 for their birthday then take it back. Let it sit in my bank. Anyway... bygones.

Calpaks is one of my fave travel brands!! I love all their Luka products especially. The puffy texture, sturdiness, size and styles are perfect. I already have the laptop tote, duffel and mini bag and I’m definitely thinking of expanding my collection!! They’ve also always had great customer service and have a really good customer point program.

Having a great selection of products in various sizes and colors as well as fast shipping were all part of the great experience I had while shopping at Calpak. The quality of the travel bag is great and I can't wait to use it on all my weekend travels!