uk.cotopaxi.com/

My parcel was delayed / lost with Royal Mail and as I had a deadline for when I needed the item, I tried to contact Cotopaxi's customer service to request a replacement or a refund so I could shop elsewhere. They offer a live chat and email address. Unfortunately the live chat is not live, it is just a basic AI with no human behind it, so I saw no response to my messages over several days. While I did hear back on the same day to my initial email to say they would investigate with Royal Mail, come 6 days later I had not heard back. I managed to find a phone number for the company managing their UK operations who put me through to Cotopaxi's customer service - everything from here on was smooth, with pleasant and fast customer service support, who were able to sort a replacement item. However the slow and lack of response through the provided customer service route was concerning given my urgent need for the item.

I am not one to give bad feedback like this and I have to say the products I do own are amazing - however I have had to return one item and despite emailing three times and trying to get in touch with customer services nobody has responded and I am yet to be refunded which is very disappointing

Really sorry tk write, but the Elqui 18l back pack has been a disappointment. Worn on z couple of hikes and the shoulder straps are too thick and very uncomfortable on the shoulders. Not a technical back pack that the price and descriptions suggested. Would have returned but unfortunately I have used it twice. I won't be buying Cotopaxi again. However happy to trial for your testing should you need feedback on your future designs. I love the colour and the uniqueness of the product and bring recycled but it's not fit for purpose. Regards, Sarah

Very expensive compared to many other examples of similar quality!

Sent a bag nothing like the image I ordered online. Complete waste of my time. Poor customer services. Never again. What is the point in showing an image and sending something completely different? Why bother?