I’m giving 2 stars only because the…
I’m giving 2 stars only because the luggage itself matches the description. Everything else about this experience was frustrating.
My original order was cancelled because the item was actually out of stock. I chose a replacement, which Merru said shipped on 11/17 with 3–5 day delivery. By 11/23 there was still no movement on the tracking, so I emailed customer service. They insisted it had shipped and blamed UPS holiday delays.
On 11/24 I contacted UPS directly, and they confirmed no package had been picked up. When I went back to Merru on 11/25, suddenly they admitted the luggage was still in their warehouse and hadn’t shipped at all. Only after that message did the tracking finally update to show the item being shipped.
Given the delay and lack of honesty, I asked either to return the item at no cost or receive a partial discount. They refused, saying all “on sale” items (which seemed to be everything on the site) were final sale, and they ignored the request for any kind of goodwill adjustment. The luggage arrived 14 days after my initial order—well beyond the advertised 3–5 days—and too late for the gift I intended.
I now have the suitcase, but I won’t buy from this company again and wouldn’t recommend them. They advertise a lifetime warranty, but based on this experience I would not rely on that support.
One last note: the Merru luggage appears identical to products sold by the better-known brand MVST, and Merru even uses some of the same photos. My guess is they come from the same factory, but MVST seems like the more reputable option. You might pay a bit more, but I’d rather buy from a company that I trust to actually ship on time and stand behind its products.
—12/15/2025– FOLLOW UP—
I have reached out with five emails asking for some sort of customer support and answers to my questions, with zero response. At this point, the company is blatantly ignoring me. In addition, they wiped my objective review from their website. They only seem to keep reviews that reflect five stars. My review of 2 stars, essentially stating the objective experience as initially stated here on trust pilot, had posted to their website. After about 1-2 days I checked the website to see if there were additional reviews and noticed that my review had been wiped from the entire website.
UPDATE 5/2026: This deceptive company changed their website to try and dodge negative feedback. They now go by: [www] [dot] merrutravel [dot] com