1y ago
I ordered two Extreme Commuter Backpacks with Lid (25L) from Mous as a special reward for my team — spending nearly £500 plus extra for next-day delivery. The package arrived late, and to make things worse, it looked like it had been opened. Inside, there was trash and loose paper, and the backpacks were just thrown in with no protection whatsoever. It was shocking, especially given the premium price I paid. When I contacted Mous customer service, I was met with a long back-and-forth that dragged on for over a week. I was told that because the backpacks "weren't damaged," I had to follow the normal return policy — meaning I’d have to pay out of pocket to send them back. I’ve never owned these backpacks before, so I had no way of knowing what “brand new” should look like. And frankly, it’s not my job to decide if something is damaged or not when it arrives in that kind of state. Their own return policy says customers cover shipping only if they change their mind. That wasn’t my case — the condition of the items and packaging were unacceptable. This whole experience was stressful, disappointing, and not at all what I expected from a supposedly premium brand. I wouldn't recommend buying from them unless you're okay with risking this kind of service.
