Faulty Fjallraven pocket bag: return to retailer or contact Fjallraven?

[Mum28383]

I have several Fjallravren pocket bags for my phone, wallet keys etc - I have them in several colours and have used them for years. It’s brilliant when juggling everything while also carrying a baby.

At the beginning of March I bought a new one from an online retailer I haven’t used before - they sell outdoor gear in a small number of shops in the midlands and it was on sale. It arrived, looked fine, I took all the tags off and put it away.

Today I tried to take it out with me and I found the button for the main compartment so stiff I struggled to close it with both hands, much less with one. The inside pocket doesn’t fit my wallet either, one which I’ve used with all my other bags.

It was so bad I turned around and went home to change bags rather be inconvenienced and also risk losing all my essentials. I find I can only close it when it’s empty, not when it has stuff inside it. 🙄

It’s a quality issue so should I try to return it to the retailer? Or contact Fjallraven directly? Ideally I just want a replacement bag asap.

Send back to the retailer who have evidence of your purchase and if no joy then the company direct.

Your contract is with the retailer.
The retailer has a separate contract with the manufacturer.

So always contact the retailer first, and don't let them fob you off.

Thanks. As I was writing down the complaint I realised the same.

Would you use their online returns process or email them with the details? I chucked all the tags annoyingly.

Depends on what their online returns process says - if it needs to be returned with all tags for a refund then you obviously don't qualify and in which case email their customer services.

I have returned it and the retailer said they would have to refer it to Fjallraven, so not sure when I’ll get money back.

I still wanted the same colour so I ordered an identical one off Amazon and it has the same two issues - very stiff button and my wallet doesn’t fit th internal pocket. Amazon will be a much more straightforward return. (They actually offered my £5 off to keep but but I won’t.) But I do wonder how likely it is I will be refunded by the first retailer now. It’s unusable to me but other people may find it fine.