Customer reviews mentioning customer support
English keywords: support, customer service, customer care, response, respond, responded, reply, replied. Most recent experience first, regardless of rating.
Apex Compact Backpack
Premium bag, pocket that can't hold a bottle
Bought the Apex Compact Backpack in 2023. The exterior pocket can't securely hold a standard 24oz water bottle — it tips forward and falls out during normal use. Filed a warranty claim with photos under their 5-year guarantee. Their response: the pocket is "working as designed," and they suggested I buy a smaller bottle instead.
A premium-priced bag whose bottle pocket only works with a narrow set of tumblers isn't functional design, and "working as designed" isn't a remedy — it's an admission the design fails at its job. Still waiting on a real resolution.
Customer Service 101
I purchased the Apex 3.0 backpack in January 2025 and recently noticed some issues with the external fabric. I raised this with May in customer service one evening and less than 11⁄2 hours later, the matter was resolved, with a replacement product on order under warranty.
I always judge a company, not by the issue itself, but how they deal with problems and I could not recommend Troubadour highly enough in this regard.
Amazing customer service
Written review text is not available for publication.
I liked the bag but the customer...
I liked the bag but the customer service wasn't good. i asked to change the color of the bag literally hours after the order was made, and days before it was processed. while i was discussing with them the new color options, i get a notice that the bag was shipped. i never heard from customer service again.
I was attracted by this innovative...
I was attracted by this innovative backpack company with interesting designs. I recommended my backpack to friends who admired it. But within a couple of months the strap started disintegrating. The company promise repair, but the customer service has been awful. Very unresponsive and extraordinarily slow. I was about to buy a smaller version for myself but I would strongly recommend against it.
Troubadour Ember Backpack
I purchased the Troubadour Ember Backpack when I started a job that required frequent cross-city travel. I needed a lightweight option that could comfortably carry both work and personal essentials and this bag has been perfect. It’s incredibly light, yet durable, and doesn’t strain my shoulder like traditional totes. The size is just right, with thoughtfully designed compartments that keep everything organised and easy to access. On top of its practicality, I love its sleek, understated design - it looks as good as it performs. The best part is also the excellent customer service :)
Beautifully made products and exceptional customer service
I recently bought an Apex Compact Backpack, a sling bag, and a buddy case, and the quality of all the products is exceptional. I use my backpack daily and am consistently impressed by how lightweight it feels, even with my laptop, keyboard, additional accessories, phone, hairbrush, and a water bottle. I walk about a mile every day with it, and it's wonderfully comfortable.
I was also incredibly impressed with Troubadour's customer support. When one of my orders went missing, their team handled the situation with speed and professionalism, providing frequent, clear communication and a quick resolution every step of the way.
A company that stands behind their products
Me and my wife both bought Troubadour backpacks last year. I use the backpack everyday primarily in the office and for the occasional business trip. Everything has been great except for the handle, which started to delaminate after a few months. We reached out to Troubadour which were super helpful and decided to replace the backpack with a new one. And all of that happened in 1-2 days. Great customer service!
Apex Backpack 3.0
The first impression was great—sleek design, nice appearance, and high-quality materials.
My usage pattern is very basic: every day I have a 20-minute subway ride to the office and back home. In my backpack, I usually carry a MacBook, sunglasses, water, and a few other light items—nothing heavy.
After less than a year, the top grab handle tore and began to delaminate on the sides. This not only looks awful and cheap but also makes it uncomfortable to use.
Since the company promises free shipping for repairs during the first year, I contacted support, hoping they could fix it. They replied that this issue doesn’t affect the backpack’s functionality and offered me nothing.
After another six months, the handle looks even worse. I can't afford to use damaged items, so I now need a new backpack. It definitely won’t be from Troubadour.
UPD: company’s representative contacted me recently offering a replacement; yesterday I received a new backpack with completely reworked grad handle. The new implementation looks much more robust and solid than the older version. I just can’t imagine how this new grab could get damaged:) Given how responsive the team was and a new grab handle construction, I am glad to change the rating to 5 stars
Fantastic items
Great customer service and quick delivery. The best quality baiters that I've purchase. I travel a lot and always try out new bags and these are the best