LuggageWorks

Been flying for 15 years now. 5 airlines, 4 furloughs. You would have thought I would have gotten one of these bags before now, but I guess I am just a slow adopter. I am a fair guy, so I hate to give someone 1 star on a public forum, but I believe it deserves it.
First, let me compliment them… every time I have spoken to them on the phone they have been very nice and helpful, and their bag is ok too… not the mind blowing bag I was hoping for (after only about a year the metal frame was bent and every screw on the bag that could had backed itself out of the screw holes did, and they would not stay screwed in when I tried to put humpty back together again). However compared to other cheap bags out there, it was a decent bag.
Now, one of the big reasons I believe we all get these bags is because of the warranty. right? Well… kinda… so you have to pay to send the bag in. (They do have loaner bags, but you have to pay the shipping from and back to them– not cheap– and they did not have any loaner bags at the time I was sending mine in anyway) There is not a warranty on the frame or wheels. (the part on my bag that needed replacing) so I had to pay something like $ 75 for that.
Ok… so I send it in. Takes a few weeks to get it back. It shows up. WITH MOLD! Mold spores growing on the fabric front of the bag. I take photos. I email them. They said please send photos. I send photos… then nothing… it has been 4 days, I call. No return phone call. I email, it will be 5 working days since no response. You would think that if you have an issue with mold at your factory or warehouse, you would want to immediately address the concern with your customer. Nope.
To be fair, maybe it was the shipping company who stored it in a wet warehouse (unlikely). None of my other packages showed up with mold. The box did not have water damage. I live in Dallas and it has been 100 degrees with no rain, so it did not magically develop mold spores sitting in the box on my porch for a day.
So with a bag that shows up with MOLD spores and zero customer service for the past 4 days, I regret to inform whoever reads this that I must give a 1 star rating to LuggageWorks. If there was a way to post photos I will (new to Unilocal).

LuggageWorks bags, specifically the flight crew rollers, are the best you can buy.
This review is about their customer service… I just returned my Stealth Pilot Bag for some replacement parts, and they did the replacements at no charge. On an eight-​year-​old bag. Talk about Nordstrom-​like customer service!