Matadorequipment Anmeldelser 

I've been a Matador customer for about four years and have purchased multiple products, including two packable backpacks, a towel, and the FlatPak Soap Bar Case. I've also recommended their products to other people because I believed in the brand.

Unfortunately, my soap case deteriorated and tore along the seams during use. When I contacted customer service, Matador refused to replace it because the warranty had expired. Their offer? A 25% discount to buy another one.

What makes this particularly frustrating is that Matador explicitly told me in writing that they'd updated the materials and construction to improve durability and address issues like the interior coating deterioration I experienced.

I understand that warranties expire. This isn't about expecting a company to replace every product indefinitely, or even about the relatively small cost of a soap case. It's about how a company chooses to treat loyal customers when a product fails and the company has since made changes to address that type of exact failure.

After four years of supporting Matador and recommending its products, being told to spend more money to replace a product that failed, with only a discount as a gesture of goodwill, has seriously undermined my confidence in the brand.

Good customer service can turn a product failure into an opportunity to build customer loyalty. Unfortunately, Matador chose not to do that here.

I hope others have better experiences, but based on how this situation was handled, I can no longer recommend Matador with the same confidence I once had.

I needed to return a Matador Refraction packable knapsack because of a stitching issue on a strap but the problem was that I discovered the issue barely a week before leaving for a Portuguese Camino trip on which I intended to use it.

Talked to Matador`s customer service folks and showed them the photos and they sent a new one with FedEx to Canada the next day and which has arrived four days after making my replacement/repair request.

Really impressed that they stood behind their product and did it so quickly. I should also note that it is the only product complaint that I have ever had with Matador across two bags (Refraction and FreeFly), a hip pack and the soap bag.

I was excited to get the Globerider35 for my SE Asia trip for 1.5 weeks.

My friend, bought the same bag and was bringing a laptop.

But we both found some fundamental things we didn't like and tried to return the bags after one use. Their policy is unused bags with the tags on, but how can anyone know they like the bag without actually using it?

Here are our collective thoughts:

1) I reused a small plastic bottle and when the bag was on my suitcase, the bottle was crushed since all the weight was on it. I'm sure it's meant for a steel or a hard plastic waterbottle, but those are heavy and I was trying to limit my weight. Plus it was still really snug for my nalgene.

2) We both wish the strap was perpendicular so it wasn't wider than our suitcase. Someone on the metro almost tripped because it stuck out so much compared to my TravelPro suitcase.

3) The suitcase strap wasn't wide enough for my TravelPro handle since it sticks out (older version of https cdn shopify com /s/files/1/0080/0984/2786/files/409209022_Handle-800x800-dda5ad5.jpg?v=16624835783)

4) The pockets are great, but it makes the bag really front heavy, which makes it tip over when attached to the suitcase

5) The zippers aren't lockable - I would have checked this in on the way home if it was
5a) the anti-theft loops for the zippers are too hard to use. Unsure if it was because the bag was new and things were still stiff, but it seemed like it took too long to try to get it undone(which is good for protecting valuables), but really hard for everyday use.

6) So many zippers at the top (3) - it was confusing at least one of the pulls had white strings, but I still confused compartments many times.

7) Wish it had an optional accessory for a phone/sunglass holder by the chest strap or waist belt.

8) My friend brought her 15" MacBook and it was not easy to get in and out from the side when it is fully packed. An issue during Security when we are trying to be fast.

9) Why aren't there 2 pockets on each side? There is room. I usually store my water bottle to my left and reach with my right hand to get it. Plus I'm used to having 1 on each side, so water bottle and poncho/umbrella.

10) With the limited colors (black, white, and maroon), we both ended up with the maroon bag and that was confusing while traveling together. But we did look like an awesome sports team.

11) Price point - there are other bags that are cheaper with more features, so even with the 15% discount they give to everyone - it still cost more than similar bags. The 35L is $300, I just purchased the Osprey Fairview which is 55L with a day pack for only $165...that's ALMOST half the price of the 35L.

12) The outer pocket isn't waterproof. This was mentioned in the Nomads Nation video, but that's where a book would go and we got caught in downpours a few times in SE Asia.

13) I wish there were tie down straps on the inside. When wearing the bag, everything slid to the bottom which was a pain when trying to find something.

14) The top handles...when stored in the top airplane cabin...they aren't easy to grab and pull it down. One is on the front top and the other is on the bottom front. Clearly I was vertically challenged, but the handle should be the thing that sticks out the most to grab easily.

I wanted to like this bag so much after seeing the YouTube review from Nomads Nation, but there are too many factors that do not justify the price and keeping it. Sadly after actually using it, the company's policy is once you remove the tag, it is not returnable. They already got my money, why stand by their product? Their suggestion...sell it in Facebook on a private group that I would have to join. Clearly they are telling everyone this, so I'm sure the Carryology Classifieds group is flooded with Matador products causing my bag to decrease in value.