Kapten & Son Reviews 

The strap on my watch broke after a week and I had it exchanged. I was sent an email stating that I only had 2 days to pick the watch up at the post office( map and postcode provided) This turned out to be an hours drive away from my address. The post office was only open for 2 hours ,8:00- 10:00 and so set off at 7 to counter the morning traffic. The post office said that I was not at the right place and redirected me to Parcel Force depot another 30 mins away. To top it all I was charged £86.60 VAT. I am currently trying to get Kapten to repay me this. On returning home I opened an email from Kapten saying that my parcel had been delivered to my door! If only it had as I have driven for 3 hours and paid out£86.60. Not happy

Ive bought four bags from K&S and cant say enough how great the bags are! Would recommend to anyone and have gifted them twice.

My low rating comes from my experience with Customer service during my latest purchase. My order was damaged during shipping and then after that the tracking did not change for 7 days. I contacted CS to see if they could investigate and they were largely unhelpful (also told me initially just to wait as it was in customs despite tracking saying it had cleared customs and was in my country). They asked if i wanted a refund/replacement. I confirmed the latter.

The next morning it was suddenly updated to say it was sent back and im Germany. I got an automated email asking me to contact them to confirm what I wanted to do. Surely at that stage they should be on them to remedy the situation and contact me? As at that stage they had my money and I had already confirmed what I wanted.

It felt that like the onus was on me to get them to sort it out. It felt like they really didn't care to help until I asked. Their online chat bot and email responses were very slow given that it had now been a few weeks since I made the order and all that had happened. It was only resolved when I called them and spoke to someone directly.

These bags are expensive and it would have gone a long way if Customer service were more proactive in assisting me rather than me constantly pushing for them to help.

After searching for a sleek backpack, I decided to buy the Fyn backpack in beige and black. The quality and overall look are lovely, and I really appreciate that it isn’t bulky. However, the main downside is the straps. They aren’t adjustable enough, which means the backpack sits far too low on my back and becomes uncomfortable to wear. This was especially disappointing as I’m 5’4” and assumed I’d be able to adjust it to fit properly.

Item has not been delivered. Amazing customer service, have ordered a new bag.

I have never been more impressed with a brand before. The quality of the bag material is amazing. I knew the brand is great as I have purchased a different style bag for my husband before and he still has it after a year of wearing it every day. I love the style of my Bergen Pro it’s the right size for my daily commute needs. I find what they say on the internet specifications is exactly what I got

i received my parcel earlier than i expected and was really pleased with that.
my backpack is beautiful , of good quality and i really love it

Excellent speedy service and good communication Thankyou

Very fast delivery and efficient communication

Easy to order. The bag is well made and exactly as it was descriped on the site. I love it! 😍 10/10 points

I’m really happy with this backpack. The material feels high-quality, has a nice texture, and seems easy to wipe clean. It’s also very comfortable to wear, especially because the shoulder straps are wide and the back is padded. It fits much more than I expected without feeling bulky. Overall, a practical, well-made backpack that also looks stylish.

The process to return and replace my backpack (issue with a zipper) was fast and effective. Updates at every stage of the process made it easy to follow progresses.

I have ordered the Bergen Pro online having seen it so much on there and a colleague having one. It seems different to hers in that the material is so rigid and the zips are hard to close. I'm hoping this is due to it being so new. It doesnt feel as good quality as I hoped for the price and I think the waterproof layer might just end up cracking after some time so will wait and see if it wears in well.
It looks nice and holds what I need it to but the straps also seem quite bulky and wide on me. I'm undecided !

All style no substance - appalling customer service - I bought a 175 pound backpack from the London store and it was HOPELESS - I travel regularly for work - there are numerous design faults - at 45 litres the bag is the size of a suitcase but this has no wheels and two badly designed small diagonal handles that mean the bag constantly twists and whacks into your legs - if you place it on your back it is too heavy - and there is no way of telling the top from the bottom. On a plane, the non-removable straps catch on every seat and appendage you pass - making you very unpopular with the other passengers. Should you wish to bring a laptop, good luck; laptop storage is at the very bottom of the bag, so you must remove the entire contents to reach it. Having written to Kaptan I was told to return the bag to the shop - having told them all of the above - we arrived at the shop to be sent away as the bag was 'used' - this after a long dialogue with customer service. They care not a jot for the consumer as is proven by this poncy, overpriced, badly designed bag.

Great communication & updates throughout ordering process. Fast friendly Royal Mail delivery. Lovely product - very happy!

Absolutely disgraceful customer service. Bought the Fyn backpack in black and cream. Both of the plastic clasps on the backpack have snapped and this is not due to being overfilled either.

Obviously the plastic clasps are cheaply made. Kapten and Sons solution? To send me two more of the not fit for purpose plastic clasps and tell me I need to unstitch the straps and then reattach the straps to the new clasps!

So I need to be a seamstress for a £100 backpack. An absolute joke! I would not waste anymore money with them.

The team is outstanding and extremely helpful.

The company is highly reliable—they even replaced a damaged bag after one year.

Perfect I loved 😍

A very high-quality backpack - all the details, durability, and of couse the design are 10/10!

Great products with high quality. Delivery was quick