Customer service went above and beyond…
Customer service went above and beyond for my bag that was approaching seven years old and had been discontinued for several years now.
John
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Stuart & Lau
4.550 reviews
Last reviewed: Feb 28, 2026Do you agree with Stuart & Lau's TrustScore? Voice your opinion today and hear what 236 customers have already said.
stuartandlau.comMember since Feb 2026
Stuart & Lau is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 4.5 out of 5 stars. Last reviewed February 28, 2026.
Customer Reviews
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50 reviews
Double briefcase in blue
I do not write reviews but i'm taking a minute to say this is the best bag i've owned (double briefcase in blue). Daily use, flights, literally goes with me everywhere. After 3 years it hardly looks used and it just doesn't attract stains. Found a mark on it last week and just scratched it off. Yes it's pricey but I adore this bag (and i've used Tumi all my career). The only improvement is the shoulder strap. too slippery.
Paul Barton
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Great product and excellent customer service…
Great product and excellent customer service
Sengmeng
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overall great products and service 5/5
overall great products and service 5/5
Gavin Doyle
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Very supportive repairing service
Very supportive repairing service. Fast and high quality
Horris
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Amazing bag!!
Amazing bag! Just perfect and everything I wanted- a hybrid bag where form and function combined perfectly. This is a lifetime bag for sure and couldn’t love it more. I got the Navy and it’s beautiful in person. Customer service is prompt, I really hope the company opens a pop up in Toronto. Stuart and Lau is incredible!
customer
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Slow Shipping, Deflective Customer Service, Zero Accountability
This is a review based on their shipping and customer service, not the actual product. Who knows when, or if, I’ll receive that. Shipping can sit for days with no carrier movement. When you ask for a straightforward update, customer service gaslights you by reframing their slow shipping as customer misunderstanding and pointing back to site policies via links instead of actually addressing the issue or giving exact dates. They clearly don’t have their operations in order. Something tells me a lot of their product is either backordered, produced based on order intake, or tied up in production issues because bills aren’t being paid. It makes sense that they generate a shipping label right away to make it seem like they’re on top of it, but that’s really just so they can talk in circles over email when you complain.The reality is that unless you’re ordering a custom product, which this definitely is not, it shouldn’t take more than 2 days for a company to ship a bag. It definitely shouldn't take 3-4 days. They don’t know what they’re doing, and their customer service team only makes the situation worse. Worth knowing if timing matters or you’re ordering a gift, or you just want to save yourself from dealing with a company holding onto your money for who knows how long. They are definitely not a customer-first company. Providing subpar service and then framing it on their site as an expectation doesn’t excuse them from being an awful company. Take a look at some of the other 1–3 star reviews. They do this all the time. That’s the only expectation you should know about.
Cory B.
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Nylon products with Bentley waiting times
I purchased an umbrella on 21st November as a Christmas gift. Under their guidelines this was more than enough lead time. It's now the 6th January, my umbrella has gone to Atlanta, Miami, London (I'm in the UK) & onto Canada. Customer services offers no apology, seem unbothered and simply link me the tracking link (it started it's journey on the 8th December). Will I ever get this £100 umbrella? Who knows. They certainly don't.Suddenly they're very talkative and full of explanations once a review goes up, no such luck when contacting them directly.
Terri
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Unreliable and untrustworthy
Unreliable and untrustworthy. I made a purchase beginning of December, paid for insurance and express shipping, and have yet to receive my goods - it is now January 5. Not to mention it was supposed to be a Christmas gift. All excuses in customer service emails. Given the lack of information on the package, I have asked for a refund, but no way. Just more excuses. Never again!!
Sílvia Almeida
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Very disappointed in what I received
Very disappointed in what I received. The gym bag is small and I don’t know whose shoes they think are going to fit in the shoe compartment. It’s tiny. It’s this ordinary nylon- like bag for over 500$. And then good luck with returns! They are only too happy to receive returns. To Hong Kong! It was shipped from Canada but can only be returned to Hong Kong. The cheapest I could find was Canada Post for 227$. Almost half the price of the unimpressive item. I would never recommend this brand. To anyone
Mark
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Amazing customer support
Team support & quality of the dog.
Miles
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Stuart & Lau delivers sleek
Stuart & Lau delivers sleek, stylish bags that feel both modern and durable. The quality of the materials and craftsmanship really stands out. It's a solid choice for anyone looking for functional yet fashionable accessories.
Natalie Pierce
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Wonderful Company
I reached out to Stuart & Lau about placing an express order because otherwise the gift I was buying wouldn’t arrive in time for my husband’s birthday. They were incredibly accommodating, responsive, and fast. They sorted everything out immediately and I ended up receiving the present well ahead of when I needed it.What really stood out was how thoughtful they were throughout the process: they kept checking in, proactively updating me on the status of the package, and making sure everything was on track. On top of that, the product itself is fantastic - beautifully made and exactly what I was hoping for.They deserve all the business in the world.
Claudia Herbert Colfer
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Best briefcase and service imaginable
Stuart & Lau have been absolutely unbelievable on both product quality and customer service. I have owned high quality briefcases for many years, and my Stuart & Lau Cary Double, with umbrella, is by far the best briefcase I have ever owned. I lost track of the briefcase shoulder strap, reached out to Stuart & Lau to see if I could purchase a new one, and they sent me an even better shoulder strap free of charge. I cannot recommend Stuart & Lau enough and will absolutely be returning for future briefcases and bags! A tremendous thank you to the entire Stuart & Lau team.
Robert Pothier
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These bags are everything
These bags are everything - right size, organized, stylish for fun or professional settings!
Todd Schroeder
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My go-to brand
In love with their products and very satisfied with the customer service.
Samir El Osta
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Great products and i like the backpacks…
Great products and i like the backpacks a lot
Anshuman Tripathy
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Execellent made this app
Execellent made this app
Sayyed Afzal
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good app I gave this app a 5 rating.
good app I gave this app a 5 rating.
Biru
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I ordered a bag on November 6th and I…
I ordered a bag on November 6th and I NEVER received it. Customer service is giving me the runaround, making me believe it will be shipped by November 30th at the latest.It's now December 7th and I still haven't received anything. It's outrageous.
Lelette
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Cite this page
According to TrustPlane, Stuart & Lau has a 4.5/5 rating based on 50 verified reviews as of March 2026. Source: trustplane.app/company/stuartandlau-com