Alexander Hutton Avaliações 20

Resposta de Alexander Hutton

14 de mar. de 2026

Thank you for your feedback. We are genuinely sorry to hear that you feel disappointed with your experience, and we would like to clarify the situation to ensure it is represented accurately.

The case in question was delivered to Christine in mid-December prior to Christmas and was initially well received, as we did not hear of any issues at the time. Towards the end of January, we were contacted to advise that the metal strap holder on the side of the case — which secures the internal divider — had come away after the case had been used.

These holders are bolted into the aluminium shell, and in most circumstances they only fail if significant pressure is applied from inside the case, which typically occurs when the case is overfilled and force is placed on the divider straps. For this reason, this type of issue would not normally fall under the scope of our Lifetime Guarantee, which covers the mechanical components of the case rather than damage arising from packing pressure or misuse.

Despite this, we wanted to ensure the matter was resolved positively and offered to repair the case as a courtesy, even though it sat outside the guarantee policy.

To safely return the case for repair, we do require it to be securely packaged, as aluminium cases can easily be further damaged in transit if not properly protected. Christine advised that the original packaging was no longer available, meaning we arranged — at our own cost — to source replacement packaging and send it out so that the case could be collected, repaired, and returned.

Our intention throughout has been to go above and beyond what is typically expected, covering the cost of packaging, collection and repair in order to provide a positive outcome.

We are genuinely sorry that the experience has still fallen short of expectations and we remain happy to complete the repair and resolve the matter properly once the packaging has been received.

Customer Support,
Alexander Hutton.

Resposta de Alexander Hutton

14 de mar. de 2026

Thank you for your feedback, Charlie. We are sorry to hear that you felt frustrated during the process and appreciate the opportunity to clarify the situation.

Unfortunately, your order was affected by an issue with EVRI losing one of the cases during transit, which caused a significant delay while the courier investigation was carried out. Situations like this are rare but can occur once parcels leave our fulfilment network and enter the courier system.

Throughout this process we remained in contact and worked with the courier to locate the shipment and ensure the order was completed. We are pleased that the matter was ultimately resolved and that you received your order in full, which was the Harissa Collection in Jade Green.

We completely understand that delays and courier issues can be frustrating and we apologise for the inconvenience this caused. Our goal is always to ensure every customer receives their order correctly, and we will continue working with our delivery partners to minimise issues like this in the future.

Customer Support,
Alexander Hutton.

Resposta de Alexander Hutton

14 de mar. de 2026

Thank you very much for taking the time to share your feedback — we really appreciate it.

We’re delighted to hear that you’re pleased with your new suitcases and that the style and design met your expectations. It’s always great to know when customers enjoy the product once it arrives.

We also appreciate your patience during the process. While there can occasionally be a little chasing required with international deliveries, we always aim to respond promptly and ensure everything is resolved as smoothly as possible.

It’s especially nice to hear that your experience proved the negative reviews wrong — that means a lot to us as a growing brand.

Thank you again for your support, and we hope the cases travel with you on many great journeys ahead.

Customer Support,
Alexander Hutton.

Resposta de Alexander Hutton

14 de mar. de 2026

Dear Jane,

Thank you very much for your kind words — they are truly appreciated.

I’m really pleased we were able to resolve the issue quickly and ensure the correct case reached you in time for your trip. While it’s never ideal when the wrong item is sent initially, we always aim to act promptly and make things right as quickly as possible.

It’s great to hear that the replacement arrived in time and that you were happy with the support provided. Your feedback means a lot to us, and we’re grateful you took the time to share your experience.

We hope you have a fantastic trip and that your case travels with you on many great journeys ahead.

Customer Support,
Alexander Hutton.

Resposta de Alexander Hutton

14 de mar. de 2026

Thank you very much for taking the time to share such thoughtful feedback — we really appreciate it.

We’re delighted to hear that the suitcases exceeded your expectations and that you felt comfortable reaching out to us beforehand. As a growing brand, we understand that customers may have questions before purchasing, so it’s great to know our team was able to provide the reassurance you needed.

Aluminium cases will naturally develop a little character over time with travel, which is completely normal and part of what many people love about them. We’re also very pleased to hear that the wheels performed well and that you received so many compliments on the cases — that’s always wonderful to hear.

Thank you again for giving us a chance and for sharing your experience. We hope the cases accompany you on many more great journeys ahead.

Customer Support,
Alexander Hutton.

Resposta de Alexander Hutton

14 de mar. de 2026

Thank you so much for your kind feedback — we’re really glad to hear you’re impressed with the case.

It’s great to know that the sturdiness, durability and overall quality stood out to you. We work hard to ensure our aluminium cases deliver both strength and a refined design, so it’s always rewarding to hear when customers recognise that.

We hope the case travels with you on many great journeys ahead, and thank you again for taking the time to share your experience.

Customer Support,
Alexander Hutton.

Resposta de Alexander Hutton

14 de mar. de 2026

Dear Kamilla,

Thank you very much for your kind words — we truly appreciate you taking the time to share your experience.

We’re delighted to hear that the cases fit your lifestyle perfectly and that you were happy with both the brand and the customer service. Feedback like this means a lot to our team and motivates us to continue delivering the best experience possible.

We hope your case accompanies you on many wonderful journeys ahead.

Customer Support,
Alexander Hutton.

Resposta de Alexander Hutton

14 de mar. de 2026

Dear Patrique,

Thank you for your feedback. We’re sorry to hear that you feel disappointed with the experience and would like to clarify the situation.

Your order was placed for delivery to Spain, which unfortunately is not a region we currently cover for standard shipping. Despite this, we made the decision to dispatch the case to you regardless in an effort to accommodate your order.

Unfortunately, during transit the shipment was lost by the courier, which is something that can occasionally occur once parcels leave our fulfilment network. As soon as this was confirmed, we offered you a full refund for the order, as we were unable to complete the delivery successfully.

We apologise again for the inconvenience this situation caused and appreciate your patience while we worked to resolve the matter.


Customer Support,
Alexander Hutton.

Resposta de Alexander Hutton

14 de mar. de 2026

Dear Dan,

Thank you very much for your kind feedback — we really appreciate you taking the time to share your experience.

We’re delighted to hear that the case has stood out and that you found it to be a strong alternative to other brands in the market. Creating a product that combines great design, durability and better value is something we work very hard to achieve, so it’s wonderful to hear that reflected in your experience.

Thank you also for the suggestion regarding leather straps — that’s a great idea and feedback like this is extremely helpful as we continue to develop and refine future designs.

We’re very pleased that you’re impressed with your case and hope it travels with you on many great journeys ahead.

Customer Support,
Alexander Hutton.

Resposta de Alexander Hutton

14 de mar. de 2026

Dear Josh,

Thank you very much for your kind feedback — we really appreciate you taking the time to share your experience.

We’re delighted to hear that the case worked so well for your weekend away in London and that the smooth wheels made it easy to move around the city. It’s great to know it held everything you needed for your trip and performed exactly as intended.

Thank you as well for the recommendation — it means a lot to us.

We hope the case travels with you on many more great journeys ahead.

Resposta de Alexander Hutton

14 de mar. de 2026

Dear Harriet,

Thank you for taking the time to update your review — we really appreciate you coming back to share the outcome once the cases arrived.

We’re pleased to hear that the suitcases were successfully delivered and hope you are happy with them once you’ve had the chance to see them in person. We’re sorry that communication during the delivery period did not meet your expectations. Occasionally our inbox can experience higher volumes, particularly when shipments are moving through international transit, but we completely understand that timely updates are important.

Your feedback regarding email responses and clearer tracking updates is noted and is something we are actively working to improve so customers have better visibility of their orders.

Thank you again for giving us the opportunity to fulfil your order and for updating your review. We hope the cases serve you well on many future trips.


Customer Support,
Alexander Hutton.

Resposta de Alexander Hutton

14 de mar. de 2026

Dear Mike,

Thank you for taking the time to share your feedback. We’re sorry that you felt disappointed with the experience and would like to clarify the timeline so readers have an accurate understanding of what occurred.

Your order was placed for a case from our Amara Collection, which has a published delivery timeframe of 12–25 working days from dispatch, as stated within our shipping policies at the time of purchase. Your case was dispatched and delivered within approximately five weeks from the original order date, which sat within that delivery window, although we fully acknowledge there was a delay during this period and we apologised for that inconvenience.

Once it became clear that the delivery timing would not align with your plans, you requested to cancel the order. Unfortunately, at that stage the case had already been dispatched and was in transit, which meant cancellation was not possible. Two weeks later the case was delivered and we offered a return and full refund at no cost to you, as we provide 30-day free returns with collection arranged from the customer’s address.

We did not receive a response to that offer within the return window. When you later contacted us again requesting to return the case, the standard return period had already passed. Despite this, and in the interest of providing good customer service, we still agreed to accept the return, even though the case may have already been used. Once the case was received back with us, the refund was issued promptly.

Regarding social media, the account restriction occurred after repeated commenting across multiple posts and advertisements while the matter was actively being handled through email support.

We understand that delays can be frustrating and we always aim to resolve situations fairly and professionally. We appreciate the opportunity to clarify the situation and remain committed to supporting our customers.

Customer Support,
Alexander Hutton.