Kindbag Avis 

*****Avoid****

Total scam. Ordered bags in dec and nothing has arrived. Tracking shows DPD has not yet received the parcel. Kind Bag have said the tracking is often wrong. Whoever says whatever my parcel has not arrived. Kind bags have taken forever to respond, dreadful customer service. Making a chargeback claim with card company. Frustrated and disappointed. Will never use again and I suggest you also avoid ordering from them.

EDIT -

I'm editing as I've now received my refund plus a message from the CEO/founder which was very transparent about the logistical issues which caused the delays/missed orders noted in my original review and the others. It's refreshing to see an organisation taking this level of ownership.

Out of the two orders I placed, one did arrive OK, and the quality is fantastic.

I would order again, but if so I'd be ordering ahead of time in case of any delays.

Original review (1 star):

Can't get hold of anyone to discuss a refund for a bag that never arrived, despite three emails and DM'ing on social media

I'm really sorry to be adding to the negative reviews for this company but I have to concur with the non-existent customer service I've received.
Simple order placed and received at the end of November but I wasn't happy with the size of the bag. It made me look like a kid with an oversized rucksack, so I got in touch to return under the 30 day policy. Though I was within the 30 days, the day I got in touch fell on a day when they were closed for Christmas (23 Dec - 3 Jan) so I got an out of office response.
It's admirable that they want to give staff time off over Christmas but to have no customer service representation over the busiest sales period of the year has clearly been damaging (see other reviews).
Some form of automation would have helped but the website states that in order to return an item I must email the company to request this. I did so at the end of December but since this is the only route to get a return and nobody is checking emails then I'm going to miss the returns window.
Followed up 2 weeks later (allowing staff time to return to work and clear the backlog) but no response. I actually want to exchange my bag for a more expensive product but the manual process means I have to wait for a response from a human.
I want to support this B corp company but they're making it really difficult to do so with clunky processes that require too many steps!

The same as so many reviews on here, but I ordered two bags in early December for Christmas presents and they still haven't arrived despite the money leaving my account. I have emailed multiple times and left a comment on Instagram (which was deleted!)

I have been a supporter of Kind Bag for a few years now and love their products and ethos, so it is such a shame that their customer service is not working and so many customers are being let down. I didn't want to write a negative review but after no response for 3 weeks I felt like I had no option.

I'm editing this review after being contacted by the CEO of Kind Bag with a personal apology and explanation. It hasn't changed what happened, but her explanation and offer to make things right felt genuine and restored my faith that this is an ethical company which just experienced a temporary meltdown. I wouldn't want my review to contribute to the company losing future customers so I have amended it.

***** Original review:

On heading here to write this review, I can see I'm not the only one with this problem.
Ordered a bag on 11 December promised Christmas delivery. Received a very nice email saying they had import problems but all orders would be dispatched by 22 December with complimentary next day delivery.
Email received saying order dispatched on 22 December. Since then all DPD show is that they have the order details, but not the package.
Emailed Kind Bag who said "sorry we're closed until 2nd January."
I've either emailed or used their online contact form every day since 2nd January. Not a single response. Oh, but they did manage to send me a marketing email saying they hoped I was enjoying my lunch bag!!! Seriously??
I have now raised a dispute through my credit card provider. Sad it came to this - they seemed to have a nice ethos.

Ordered a cross body bag on 9th December advertised as being pre order for the 15th December. This was a Christmas preeent, I also ordered other items so I’ve spent a fair bit of money.

My items never turned up, I’ve done countless emails and social media messages. I’ve had 2 responses, both taking over 2 weeks to reply to me. I was then told the bag would be dispatched, to then receive another email saying it wouldn’t be as it’s been lost in customs and to confirm how I want to proceed.

For the millionth time I advised I wanted a refund; which never came. They never responded to any further emails and I never even got the other items that were in stock!! It’s been over a month.

Website STILL says dispatch 15th December- this is appalling.

Awful customer service and no morals, taking my money with no urgency or communication. AVOID AT ALL COSTS.

Please give me my refund!

Purchased a crossbody bag intended for my wife for Christmas. It was a new release and the website stated “crossbody bag for delivery following the 15th of December”. I therefore assumed, but clearly incorrectly that it would be delivered from the 15 December with the possibility it would be arriving before Christmas. Despite emailing them on multiple occasions, I have received no response or confirmation when this is likely to be received!
A company is only as strong as its consumers and given its poor customer service. I will not be purchasing from this company again.

I ordered a lunch bag on 18 November as a gift. The design I originally wanted was out of stock so I ordered a different design. 2 weeks later I had received nothing and contacted Kind. They advised my purchase had been a pre-order (entirely unclear from the website) but reassured me stock would be arriving the next week. There were plenty of marketing emails through though and Kind trying to sell me other products with their email stating they hope I was enjoying my lunch bag!!

There was another email recognising the delay and advising a free gift would be included.

I contacted them again after a FURTHER 2 weeks with no item received and got a reply a few days later saying the bag should be shipped soon.

I received the bag today, 5 weeks after ordering, completely crushed and misshapen in poor packaging, not reflective of the price paid and not looking suitable for a gift. The ‘roll top’ image on the picture is also not how the bag looks, the top clips shut with just one button and there is no roll top feature meaning the handles are too short for the bag and the shape looks totally different than on the website.

Quality is not what I’d expect for £30 either, with material feeling really plasticky, and there was no free gift included as I was advised it would be to apologise for the delay.

It’s also arrived much too late to even be used for the event and intended recipient.

Unless you’re happy waiting over a month for an expensive, substandard item, I’d avoid this company.

I am so angry with this company.. I ordered 3 bags on 30th Nov for Xmas presents and so far I have received nothing .. they are slow to reply to e mails and give false hopes. I am now trying to repurchase different Xmas gifts as none of mine purchased here have arrived.. I am so disappointed with this company.. grrrrrr

My partner ordered me a bag in November 2024 for a birthday present and I have used it every day for my commute to work. Unfortunately a couple of the handles failed due to the stitch work and a hole developed in the secret pocket stitching at the back. I emailed kind ago asking questions about the expected lifespan and weight limit, wondering if I had overloaded it and instead they ended up sending me a brand new bag for free! Cannot fault the customer service and quick replies to emails.

Scam, avoid this Company, absolute lies!!!!

Ordered a bag on 22nd November 2025 for express delivery, it was in stock on website but as with everyone they say its on pre order, many many emails sent to clarify and customer service is awful - they have also deleted two previous negative trust pilot reviews I wrote. They have now stopped responding and wont issue me a refund. I feel sorry for everyone who has ordered from this Company it is a scam, will keep writing to help people. Disgrace!!!

In response to your response, I have not received any email about a refund or confirming this has been processed? I await your confirmation and proof of a refund has been processed as I've lost all trust and confidence I would live evidence to show of this please sent to myself.

Updated - following the pre Christmas disaster the company reached out with an apology, explanation and voucher. Ordered two bags, both arrived quickly and very nice and quality made. Thank you for recognising the issues and working to resolve them.

Avoid - ordered on 10th November for pre order dispatch w/c 17th November. Here we are a month later no product, barely get a response by email and no telephone number to use. no sign of a dispatch. Missed the event this was a gift for. Asked for refund, ignored. Now pursuing through my credit card. Just appalling customer service. I read the reviews but actually this company seems to be a scam!

Happy with the item when it arrived however I realised I had double bought this Xmas present. Followed website instructions to return. Paid for postage myself and sent the email to say I had processed the return. No reply, until a week later when I had chased up as it said it had been delivered to their warehouse and returns take 7 working days which is had been over. Had an email from customer service finally saying refund was on its way, this was days ago and I am STILL waiting for an email to say money is returning back to my bank account. Not sure if this is a scam or they just aren’t good at processing refunds. Very disappointed

Hi ordered a bag two weeks ago funds taken from my account no bag numerous e mails no reply is this the normal service ?

My partner bought me a lovely laptop case from Kind Bag for my birthday. I had wanted it for a while so my birthday seemed like a perfect time. Unfortunately, two days after my birthday my mother-in-law had a terrible fall; she fell on the Thursday night and we didn't find her until Saturday morning, leading to 11 days in hospital. All this is to say that I didn't try my gifts straightaway, and by the time the crisis was over and I was looking at things, it was outside the standard returns window.

The case didn't fit my laptop; it said the case was for a 16" laptop but I guess my case was just outside the measurements. So I emailed Kind Bag because we didn't want a refund, just maybe an exchange. The case is in all its original packaging. I didn't hear back so I emailed again, and then my partner emailed. We haven't heard anything. I'm just really disappointed because this is a brand that I was looking forward to having pieces from. If they didn't want to do an exchange I could have lived with that but just to not reply at all was so rude! I couldn't in good conscience recommend.

Edited to add: checked Spam folders before I left this review as I could see that was a standard response. Have checked again, nothing there.

I purchased a couple of beautiful lunch bags back at the beginning of the year. Had an issue with one of them recently (they were both bought as presents so weren’t used until not long ago) and emailed Kind just on the off chance they would look at it. I had binned all previous emails, receipts so had no proof of purchase. Had an amazingly quick, polite reply from Nathan at Kind apologising and saying they would replace free of charge - which they have. I am 100% convinced this is the best customer service I have ever received. You know how you wish a company would treat you? Well they do. Well done Kind Bags. Above and beyond.

A great company with excellent ethos using recycled materials. We need more shops like this. Lovely, durable bags for all occasions.

I have bought several of these Kind bags as I find them so useful & they have become an essential day to day item. I have different patterns & love them all. I carry them in my handbag, car & they make a perfect beach bag.

Snazzy and spacious... whats not to like? Made from recyclables and come in a range of uses, from lunch bags to travel bags and everything i between. I cant recommend these enough.

A small personal company with great customer care. The bags are really sturdy and the medium size holds a lot of shopping!