solepremise.com Avis 

I had a problem with product but the owner reached out to me returned my money and apologized

Excellent Customer Service

I had a great experience with Sole Premise. The bag I wanted was sold out, but Anthony went above and beyond to make sure I was still able to get one. He also made sure my package was expedited, which I really appreciated. You can tell he genuinely cares about his customers and the business he built. Customer service like this is hard to find. I’ll definitely be doing more business with Sole Premise in the future and would highly recommend them!

The communication once purchased,was great. Once I received the bag the quality is great and of course the first thing I tried was putting 5 shoes in it. (Size 13) and they fit perfectly! Best purchase in a very long time!! Love it!

Great product! Great people

Purchased 4 bags from them love each one and the customer service. Can’t wait for my next bag!

Amazing customer service and great quality bags! I’ve been buying from sole promise for years and I’ll never buy another brand bag again! I recommend them to anyone who wants a good quality bag that actually lasts!

I LOVE THESE BAGS. I’ve purchased five (5) of them, mostly as gifts (people feel special receiving one of these). They’re great quality: nice smooth leather texture; colors that stand out attracting attention; spacious dimensions with packing compartments for everything you travel with; comfortable and convenient to carry; and above all, great customer. service. Second to none🔥💯

The product that arrived was exactly as advertised in the video. The bag feels durable & well made. Even tho I seen the pictures I did not expect the bag to be as spacious as it is. I was able to fit my laptop, my Xbox, 5 pair of pants 3 pairs of sneakers, 5 shirts, wash rag, tooth brush ect in comfortably. I could have got more stuff in the bag but wasn’t sure what I’d be bringing back. Surprisingly the bag was very easy & comfortable on my back. Cant believe I didn’t find out about these sooner!

Updated Review — Resolved

I am a Shopify retailer who connected with Sole Premise through Shopify Collective.

I initially had a difficult experience when my customer received the wrong version of an item and a return was approved. The required return label was not provided by the deadline, and the return remained unresolved. To make sure my customer could return the merchandise, I purchased the return label myself.

After further communication, Sole Premise reached out directly and ultimately paid the funds due to me, including the return shipping expense.

I appreciate Sole Premise taking the matter seriously and working with me to resolve it. While the return process was frustrating and took longer than expected, I’m grateful that the issue was ultimately resolved.

I’m updating this review to reflect the resolution and to acknowledge their willingness to make things right.

The order came quickly & when I opened the package I was in awe. You smell the top tier quality leather & it was a soft butter quality. I was totally impressed with the product & I’m going to get the orange set next. I can assure anyone considering purchasing this product, don’t hesitate, go ahead & pull the trigger because you’ll be satisfied. 👌

I’ve done a LOT of traveling, and Sole Premise has become one of my go-to travel brands. The quality, space, durability, and overall design are exactly what I need when I’m constantly moving from city to city and airport to airport.

The bags hold way more than you expect without feeling like you’re carrying your whole house. Everything has its place, they’re comfortable to travel with, and most importantly—they hold up.

When you travel as much as I do, good luggage isn’t just about looking good. It has to make traveling easier. Sole Premise does exactly that.

Definitely ⭐⭐⭐⭐⭐ from me. Built for the road, built for the airport, and built to WORK!!!!

Final Update: I’d been swapping emails with the owner of Sole Premise and was encouraged that he wanted to make things right. That may even be true, but I can tell you that a month later, nothing has changed. I’d followed up a few weeks ago and got a reply, but even after that, the desire to “make it right” was met with no action. I emailed the owner over the weekend to let them know there’s no making it right at this point. This isn’t a place I’d give my business to again, but maybe others will fare better than I did.

Update: I wanted to pass along that the owner of this business, Sole Premise, has reached out to me directly, and is working very hard right now to make this right. I’ll provide further updates as we go along, but I’m changing the rating based on a CEO who’s taking personal ownership of the issue. We haven’t fully resolved it yet, but the fact that he’s working on it himself says a lot, and don’t feel that a one-star rating is appropriate now that he’s involved.

I cannot say enough about Sole Premise. Unfortunately, not much of it is good! I will start by saying that all I purchased were some leather luggage tags. When they arrived, they don’t seem to have a place where you can put your information (sort of a key feature of a luggage tag). I reached out to Sole Premise via their online chat agent on their website. No response. Because I saw that there was a 30-day limit on returns, I then requested a refund/return after the 2nd day of no response. I recieved an acknowledgement about the request to return, but nothing else. I eventually contacted my credit card to dispute the charge, just wanting to make sure I wasn’t stuck with these tags since they aren’t practical at all. I’m SO glad I did that, because several weeks later, Sole Premise DENIED my refund request. They argued that all “sale items” are sold as final, even though 1) there’s no indication that these items were sold as any kind of sale, and 2) nowhere on the website is there any mention of this ridiculous policy.

Here’s where it gets even more comical. The ONLY contact I get from this merchant is an email several weeks after launching the credit card dispute. I will paste the whole thing here for you to read on your own: “ I hope this message finds you well.

We recently received notification that a chargeback was filed claiming the item was "not as described." After reviewing our records, we were unable to locate any prior emails or correspondence from you regarding concerns with the product, its description, or your order.

Because a chargeback has been initiated, we respectfully request that you return the merchandise promptly. If the chargeback proceeds while the product is retained, we reserve all rights to pursue appropriate remedies available to us.

Please return the item to the following address:

Sole Premise
5840 Red Bug Lake Rd #535
Winter Springs, FL 32708

Once the item has been returned, please reply with the tracking information so we can document the return appropriately.

Thank you for your prompt attention to this matter. We appreciate your cooperation and look forward to resolving this issue as quickly as possible.

Sincerely,”

I’ve left off the name of the sender as that doesn’t seem appropriate. So, let’s rehash- they have ALREADY denied my return, and now (because the credit card company is challenging the charge) they are trying to “compromise” with me so that I incur shipping charges to send their crappy product back to them? I responded that if they’d like to send me a pre-paid shipping label, I’d be happy to do that, but of course there was no response.

Let’s also note the sort of veiled threat of about using “whatever actions are available to us” over luggage tags. I’d think a normal company would say “I’m so sorry these didn’t meet your expectations, we’ll refund and send a label so you can get them back to us.” This company wanted to both deny and THEN to fight about how to make it right. So on top of non-functional luggage tags, they boast the most deplorable customer service I’ve experienced.

The end result is that I never heard back from the merchant. I have copies of all the communication I provided as well as screenshots to refute their claims that items were purchased “on sale.” I can’t speak on the physical quality of the rest of their products, but I can tell you that god help you if you buy something that falls short of expectations. Make sure you read their fine print, and make sure you have a good credit card company who will fight for you, since Sole Premise isn’t interested in service after the sale. Caveat emptor!

Also great customer service! I haven’t found any bags better they fill all my need definitely a great investment for me.

I purchased my first duffle bag and when I received it I saw how good the quality was and purchased 2 more… I’m thinking about getting the backpack to match. I would definitely recommend SP for your travel bags… The shipping was very fast also

Been rocking with u guys bf covid came love this bag n the suitcase

Do not buy unless you are looking for a cheap and disposable product.

The site is misleading. If you buy it at a discount you won’t be able to return it. The site doesn’t say so when you make an order. It doesn’t tell you on your order. It is buried on their website as final sale. Customer service doesn’t want to honor the other places in their email and website that says 30 days for returns.

This is not a great quality item. It is thin leather with odd texture. If you are looking for quality or top grain leather, this is not it. I bought it at 60% off and still don’t think it was worth the money. I thought the clasp on the handles was going to pull out the first time I tried it.

I do not recommend this product.

I have a 4 day business trip, and everything I need is in my bag including my heels 🙌🏽

Good product better customer service

Soft leather, customer service was excellent. When the bag I purchased was out, I was immediately upgraded . Bags were received quickly as well.

I bought my 24” roller case a few years ago and it has stood the test of time. When it comes to customer service, the response time is very quick and they’re very helpful!

I ordered two travel duffle bags from Sole Premise (one green and one light grey). They both are so beautiful and stylish -- we received several compliments on them even the very first time traveling with them (including people coming up just to ask where we got them). The size is perfect and can fit a ton of clothes without seeming full/cramped and love the 2 separate shoe compartments in the bottom. Additionally, the customer service is excellent as the one bag did have some premature peeling of the handle/side and Sole Premise was quick to respond and offered to send a replacement free of charge - will definitely be ordering more products from them in the future!