Thursday, November 5, 2026 · Customer reviews of US businesses
The Fair Hearing score
Excellent
253 reviews
Stuart & LauSelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Celebrating a decade of award-winning design, Stuart & Lau builds best-in-class carry solutions that are engineered for effortless mobility in a timeless, classic form.
Stuart & Lau (stuartandlau.com) has 253 customer reviews on The Fair Hearing, with an average rating of 4.6 out of 5.
253 approved reviews, newest moderated first
Great customer service! They were very flexible and accommodating.
By Mitchell S.
Response from Stuart & Lau· Oct 25, 2026
Hi Mitchell — thank you for the kind words, and so glad we could help out and make it work for you. Enjoy your weekend, and best wishes from all of us over here!
Firs class service. Problems with delivery but all sorted by the Company. An excellent product too.
By Colin A.
Response from Stuart & Lau· Oct 14, 2026
Hi Colin — so nice of you to leave a note, very glad we could help, and even happier the Cary is serving you well. Best wishes, Stuart & Lau
I am extremely impressed with the Cary briefcase. Not only is the quality of every component top notch, the thoughtfulness of all interior and exterior details makes this the most useful daily and travel tool I've had in the past 30 years. The strap that comes with the bag is a perfect match for the modern minimalist style, while the optional comfort strap is handy for heavier loads and long distance travel. I must also commend the support team; they were extremely responsive and answered all my questions in complete detail. As a frequent corporate traveler, it seems like there's always something missing from every briefcase design. Not this one, it is perfection. I truly can't imagine one feature that would make it better. I'm pretty sure I've never said that about any other product in my entire life. Congratulations to the Stuart & Lau team!
By Gary H.
Response from Stuart & Lau· Oct 13, 2026
Hi Gary — good morning and thank you so much for the kind words! It was a pleasure corresponding with you, and we're wishing you lots of great travels with your new Cary. Use it well, and please ping us any time we can be helpful! With warm regards, Stuart & Lau \\ [email protected]
The Capstone backpack is an overpriced failure of basic design masquerading as luxury gear. The shoulder strap hardware doesn’t hold tension, meaning the straps continuously slip and expand while you walk. Compounding that flaw, the delicate, satin-like exterior fabric snags and frays almost immediately under routine use. This is not a bag built by a company serious about functional design. Worse than the product is their predatory return policy. When I reached out after just a couple of uses—original packaging and materials in hand—I discovered their fine-print trap: cutting the tag off immediately voids any refund or store credit. It’s an intentional catch-22 designed to stick you with defective merchandise the moment you try to use it. Stuart & Lau clearly doesn't stand by their craftsmanship; they rely on gotchas, take your money, and move on to the next sucker. Avoid.
By Scott E.
Response from Stuart & Lau· Sep 18, 2026
Good morning — thank you for the review, Scott, and we're sorry the Capstone wasn't the bag you were looking for. One correction, because it matters to anyone reading. There's no fine print here, and nothing to discover. Our return policies appear on our returns and support pages before you buy, in your order confirmation, in the shipment and delivery emails that follow, on a large hang tag attached to the bag itself, and again at the start of the returns flow: we ask that items come back to us unused, with tags attached. It isn't a distinctive policy — it's the same one you'll find across the industry — and there aren't many places left to put it. It exists for exactly the situation you describe. A bag is yours to look over, try on, load up and test at home, and to send back if it isn't what you want — that is what the tag period is for. What we can't do is take one back once it's been used, because the next person to buy it is entitled to a bag that's genuinely new. When you asked, we gave you that answer, and were sorry not to have a better one. You came back unhappy, so we wrote to you again that last night to be sure we hadn't misread you. You had written, "I know there was a tag on it that said something like the product cant be returned if this tag is removed," and we took that to mean the tag was already off and the bag used. If we got that wrong, and the tags were still attached to an unused bag, the return of course remains available to you — and we said so. That email is still in your inbox, and we're here whenever you'd like to pick it up. Thanks again for sharing your thoughts, Sincerely, Stuart & Lau \\ [email protected]
Great customer service fantastic people. Would highly recommend
By Ethan
The bag is impressive in looks and design. The tan blue with the brown leather belts gives it additional touch of elegance. I am happy using it and get great compliments on the selection from colleagues. The customer support is also great. They do take care to answer questions and clarify any doubts. I wish they had some additional accessories .
By Abhishek
The best bags and the service, is just fantastic.-)
By Ole Jørgen B.
I purchased S&L The Capstone Backpack in Olive less than a year ago and I liked the look and details. However, the product started coming apart from the seams within 6-8months of light use. When I wrote customer service they didn’t respond for almost 30 days and after following up their response was that it was normal wear and tear. This product is shoddy quality and worse QC and the company does not own up to issues and correct manufacturing errors. For a $335 bag this is very disappointing I would never recommend this product!
By Anders
Response from Stuart & Lau· Aug 27, 2026
Hi Anders, Thank you for the feedback, and we're sorry for crossed wires on timing. For the full picture: we replied to your first message the next day, asking for a photo so we could look into it for you. Your later follow-up with the photo then came in on a separate email thread with a large attachment that our spam filter caught, so it never reached us — that's the gap you ran into, and we're sorry it left you waiting. As soon as we reconnected, we reviewed your photo and got back to you directly. (A gentle tip for anyone emailing any brand: photos and large attachments can get caught this way, so a short note or a link is the safest bet to make sure a message gets through.) On the bag itself: we looked at your photo carefully. The wear shown is concentrated at a single contact point and is consistent with external abrasion, which — as our warranty sets out, and as is standard across the industry — is considered normal wear and tear rather than a manufacturing defect. That's an honest, category-level distinction any established bag maker would apply, not a reflection of how much we value you as a customer. A little surface scuffing or abrasion at one spot like this is simply part of life for a bag that's carried and used — it turns up on well-made bags everywhere, and it isn't a sign anything is wrong with the bag. Warranty coverage is there for genuine manufacturing faults; for a small cosmetic issue like this, a quick tidy-up at a local repair shop is usually all it takes, and we remain glad to point you in the right direction. Either way, our team has already followed up with you directly and is always glad to keep helping — we're right here any time, cheers. All the very best, Stuart & Lau \\ [email protected]
