Kathmandu Hybrid 50L Backpack Harness Wheeled Luggage Trolley v3

I wonder whether the reviews here are honest. I submitted my review on the Kathmandu website and they deleted it.The reason for denial of my return according to them was, ‘not subject to a manufacturing fault’ we are unable to assist you further with this claim.Which quite simply means that they are not concerned about the nature of my complaint which was specifically about the fabric being 'ripstop' as advertised (Fabric- Nylon 420D Honeycomb Ripstop).The customer service was non existent in their flagship street store, so i followed up online using Uk customer services, i wrote a review on the website which was deleted and wrote to the New Zealand Customer services. I asked for escalation, which has so far been ignored. As i understnad the CEO is very busy and doesn't respond to personal complaints.I have had this bag for 7 months and used less than 10 times. Two light short flights to local destination. Maximum weight allowed on the plane was 20kg, So it was never really loaded. and the rest were local trips around town.I was disturbed by the feedback i have recently had from customer services and from the shop in which i made my purchase.As a result i will never buy from Kathmandu again. When you buy into these bags you do expect that you would receive at least normal service or support if something goes wrong. I know my statutory rights, but currently feel violated.I approached customer services on line initially, they referred me to the store. I took the bag down to the local store and the lady at reception started immediately with a judgmental face of disappointment. It was obvious how this was going to go. I told her the situation and she immediately said 'looks like you damaged the bag, it looks cut'. She walks off in a slight huff (which was strange but consistent with her greeting) and meets her manager outside having a cigarette.The manager walked in and says the exact same thing as the lady at the desk. (coincidence or what?). She goes on to stick her finger inside of the damaged handle area. I immediately said to her 'please don't make it worse', even i haven't stuck my finger in there. I mean why would you?I demonstrated to her that when you lift the bag up even when completely empty it clearly puts strain on the light, thin canvas that extends past the side handles. Just like if you pulled your long sleeve tshirt from your wrist it would respond under your arm pit. Directly underneath this light canvas is a plastic side panel, no other protection. What the lady didnt know was my partner was outside the shop when the information was passed onto the manager. There was an absolute bias towards refusing a refund or even exchange. The member of staff clearly notified the manager that she wouldn't allow this item to be returned. She didn't comment on my observation of the thin material.At this point i was told there is nothing else that can be done for me. Hence i followed up with the online support. I contacted the online service again and was told they would investigate. They came back to me although promptly with a: 'Thank you for your reply. We offer upmost apologies if you feel the service experience at the Kensington store was poor. We have been in contact since and discussed the review of the hybrid trolley in depth with the store manager. Unfortunately as the trolley has already been deemed ‘not subject to a manufacturing fault’ we are unable to assist you further with this claim'.At no point did the online customer services ask me for any further details or did they comment on the video or pictures that i had sent them, absolutely zero support.Soooooooo yep i am still confused as to what happened. This item is advertised as a ......'durable trolley bag that quickly converts into a backpack, helping you stay flexible in any travel situation....' .......'Fabric- Nylon 420D Honeycomb Ripstop, Nylon 840D Ballistic mat.......' Yet it didnt stop the bag from ripping like a 1990's school bag.The bag was only ever lifted from the side handles to place on a table or inside a locker. So there would've been some drag but nothing more than you would expect with a travel bag. On those occasions it was only lifted on one side but, although it didn't feel like the bag would tear in my hands it seemed solid while wheeling it over short distance over normal terrain but has a tendancy to lose balance in slightly more varied turfs such as gravel or uneven pavement. Back pack seemed more solid than the other structures. another downside is the top of the bag was too narrow, with absolutely no purpose?? it just minimised the space.The pouch pocket at the top of the narrow upper aspect of the bag also consumed the narrow space inside the bag. The metal solid handle also took up too much space inside the bag, you could literally only pack your clothes around the handle. A laptop would fit awkwardly in what would normally be considered the safest aspect of the bag meaning a laptop has the choice of either banging against the metal bar at the back near the extendable trolley handle or at the front of the bag where it is tight and there is zero protection, another poor design area. But the service and this weak bag (I would believe it was an exception if there was adequate reassurance from customer support). destroyed the legacy i was looking for as portrayed in those excellent but misleading youtube videos.

Good made bag, nice design

Great quality, worth every penny. Has done me very well and survived a lot!

Used for a trip though many counties via aeroplane, campervan, car and ferry over a period of over 4 weeks. The hybrid proved to be very robust - no damage (were we lucky?!). Access to the contents of the main compartment was really good - much better than a standard top-opening rucksack. We did not need to carry the luggage very far at any one time, so we did not use the shoulder straps so I can't comment on the comfort/usability. The wheels and single pull handle worked really well in almost all circumstances.Will definitely use again on our next trip.

Wrong colour I ordered a red rucksack but got black on order confirmation I am very distressed as this is the 3rd time to order this item I do not have time to send back as it is my holiday I'm very upset with this product.

Fantastic service and build quality excellent. Held up very well and storage very good. I used it on BA between London and Johannesburg and was allowed as hand luggage.

Brilliant bag, multi functional sturdy and good supporting wheels