Aer Reviews 22

I assumed they were like any other major online store that accept the product to be returned if it isn’t satisfactory and give a refund, but no. It’s like 20 years ago with their company, no refund given. The bag was nothing like I expected and they don’t care. Sell and forget policy. That’s a $180 write off. Thanks Aer 👍

I placed an order with AER for a backpack that was ordered on November 25, 2025. AER sent the backpack by FedEx on November 26th and FedEx gave a delivery date of December 3, 2025. It now December 8th I don't have the backpack and I have called FedEx multiple times trying to locate the package or get a status since the last status was December 5th. I asked one FedEx rep if I can report the package as lost and was informed that the shipper had to request it. I contacted AER and let them know the package has not been delivered and if they could contact FedEx to report it missing. I was informed by the rep at AER that they have no control over FedEx and that I should continue to wait for 8 business days and the AER would consider reporting it lost. In the meantime I'm out of money that I already spent on the bag until someone decides get it to me. I understand that AER has not control over FedEx, but it seems like they could have reported the bag as lost. If I ever receive the bag I'm returning it to AER unopened and going with another company with better customer service.

It only took 3 days to ship from the USA to Spain. I absolutely love their bags and slings.
Definitely my favorite brand

The bags are nicely designed but I’m really disappointed by the customer experience.

I was weighing up buying one of their backpacks for quite a while because of how expensive they are, but I went for it and picked one up from the Soho store.

I used it once for a business trip and when I got home, I noticed a strange white mark on the black outer layer of the backpack. To reiterate, it was a work trip and the bag saw absolutely no action. I’ve used an Osprey bag for these trips for around 8 years and have had no issues.

I tried cleaning it, starting with a cloth, then a damp cloth, then with some general purpose cleaner. Nothing worked so I reached out to support.

It took over a month of back and forth to get to an outcome which was essentially ‘this is a normal scuff, we won’t swap the bag’. One earlier message suggested that the all purpose cleaner might have made things worse. The tone was dismissive and blamey, and if it’s possible to permanently stain the bag from one uneventful trip then I’m shocked that they’re happy with this quality.

The quality of the bags has gone down. I have the travel pack 2 small bought years ago, I have the city sling 2, I have the really light one I forgot the name, but in 2025 I purchased 2 more. The city sling 3 and the city pack pro 2. What happened? The quality has gone down. The straps are thinner, the zippers are lower quality ykk zippers, there is no magnetic buckle for the city sling 3. Everything feels cheaper. Seems like they are cheating out on quality. The biggest draw for me was the thick straps, the quality zippers, but now it’s worse. How can version 3 be worse than version 2? I hate the city sling 3. My city sling 2 was way better quality. The straps feel so thin. It’s not nice and thick and sturdy. What the hell happened?

The company makes beautiful bags that prioritize intuitive organization, overall functionality, and style. Over the years, I've bought several bags from their stores in NY, London, and online, and that is certainly because their quality work has helped me build an incredibly trusting relationship with the brand.

Bought a £250 bag, was unfortunately too small for my requirements, returned it in the hopes of trying other products in their lineup. It took them 19 days with the bag in their possession to evaluate the condition of the bag, and notify me that I could have a refund, and that refund may take a further 10 days(!!!) to reach my account - I guess we can applaud the audacity if nothing else.

If the refund takes the full 10 days to get here, it will have taken a grand total of 7 weeks from purchase to refund. In addition to wasting £30 on back and forth P&P for the privilege of wanting to invest in the company’s products.

The whole process gave off major Idgaf vibes, and I’m definitely steering clear from doing business with them again. They must be absolutely drowning in profit, because their returns process does not care about the customer experience or their potential spending power.

At this point, I would not be surprised if there are further delays in my money arriving back to me. However, the company is already in breach of the law under the .gov.uk ‘distance selling’ requirements in my case, so I may have to take legal action if there’s continued idgaf behaviour.

I’ve been a fan of Aer for a while and loved my bag when I first got it. But over time, the structure that used to keep the bag standing upright has completely given out. Now, even when packed properly, the top collapses forward and the bag flops over every time I set it down.

This isn’t cosmetic or a matter of normal wear and tear — it’s a structural failure. Something inside the back panel seems bent or worn down, and the bag has lost the rigidity it once had. That affects how the bag functions day to day, which — according to Aer’s own warranty policy — should be covered under “material flaws affecting functionality.”

When I contacted support, I got back a list of basic suggestions like reshaping the bag with my hands or stuffing it with items. I tried those things (multiple times), but they made no difference. What surprised me is that instead of offering to inspect the bag or consider a repair/replacement, the conversation just ended there — no next steps, no escalation, nothing. Very sub par support for a pretty expensive bag.

If Aer truly stands behind the quality of its products, there should be a way to address functional issues like this, especially when they’re due to breakdowns in structural components. I wasn’t looking for a handout — I just expected fair support under a warranty that promises protection against this kind of issue.

This one of the rare times that I’ve encountered a product and company that has as much quality and integrity as my own company (OuiSi). Consider me a lifetime customer. 🙌

If I knew that I had to pay import taxes this high, I wouldn't have ordered the Travel Pack 3. Unfortunately they still don't give you any message that they temporarily removed the taxes, they hide that under a small information symbol at shipment.

I considered not paying the import taxes so that the package would get returned but I then also found out that they do not take overseas return packages...

Really shameful!! Just clearly notify people when they're ordering!! I actually feel scammed now and will never recommend this backpack to anyone.

I've ordered Travel Pack 3 from US to Poland at Monday, picked delivery at Wednesday. So it was actually faster that the website states.
Also, the price was final as the page says. I did not need to pay any extra fees, customs or VAT.
Customer support was helpful as I've talked with them about shipping and possible fees from UK and from US.

I've read many negative reviews when it comes to all I've mentioned, namely:
- customer support
- shipping times
- shipping extra fees

I guess they've addressed these issues as my experience was very good.

I bought a City Bag Pro. The quality is good and all, but it's a bit too expensive. The big problem is the support for the EU. I ordered my bag on August 3, 2024, and it was shipped on August 7, 2024. Why did it take so long to ship the product? The bag was delivered on August 13, 2024, by UPS. I understand that shipping takes time because it's from the US, but if they hadn't taken four days to ship the product, it could have arrived four days sooner.

Here's the worst part, though. When the product arrived, UPS said that the shipping costs needed to be paid, which was another 60 EUROS. The product was already expensive, so why do I need to pay so much more? After I paid the 60 euros and contacted AER about it, they said that it's noted when you're buying it, but I didn't see anything. It's probably hidden in the tiny print somewhere. Anyway, without asking, they refunded 20 dollars that I had already paid for the shipping. And the funny thing is, the letter that came in the box said that international shipments are final, so I can't even return it if I wanted to. Not cool. Good product, but everything else was bad.

Hello Aer team,

I write this message with a bit of disappointment. After all the good things I have heard about your bags, I finally decided to get my first one and begin my Aer journey. I travel a lot for work, and it has always been painful to find the right bag to carry my laptop, iPad, and work stuff. When I heard about you guys, I decided to give it a go.

I ended up going for the Tech Sling 3 X-Pac. When it arrived, I absolutely loved it. Perfect size, looked really premium, and everything fit perfectly. I mean, what else could I have asked for? You guys are not the cheapest, but I thought, "You know what? This bag is worth it.

Unfortunately, this joy didn’t last long. Two days ago, I found that the material on the front side of the sling is already damaged, even though I have used the bag no more than six times in less than a month. I offered to upgrade/pay the difference to get another bag style, perhaps one more suitable to my needs, but I was told no because the damage was allegedly caused by my poor handling. Disappointed – DO NOT BUY.

Don’t buy this, not worth it at all.
Paid for fast drinks wry (2days) and after they messed up by due to not having proper instructions, now I’m still paying extra to have a delivery made that takes 7 days without reimbursement.

I purchase a bag for Christmas. It did not arrive until the New Year. Christine from Aer apologies and explained that the delay was from DHL and gave me a credit. The bag is a very nice bag pack.

The duties are excluded from the shipping and only a small text shown on checkout (easily missable) states it. My friend paid 54$ of shipping on a 70$ sling. Overpriced product, awful UX

I recently purchased the Aer City Pack Pro and I want to warn others about potential customs fees for international orders. Besides the shipping fee of €29.99, upon delivery, I was surprised by an additional €77.15 ($86.51 USD) customs fee. The shipping + customs fee were almost 50% of the entire cost of the bag, which significantly increased the overall expense of the bag.

I contacted customer support and explained the situation, and they refunded the shipping fee. I tried to negotiate a bit more, because the custom fee was exorbitant. However, the lady from customer support was totally unflexible.

Their customer support is very poor and they won't do much to reverse a frustrated customer.

Just beautiful.
Delivery from the USA to Russia was a couple of weeks.
The product looks great.
I have searched for the best travel backpack and I found it.

Im sure the bags are amazing, however I still havent recieved it yet as Aer decided to not include customs charges in the shipping price. Now the delivery is delayed by a day and I am required to pay 25 extra dollars to accept the package. Every other company ive orderd from never had this complication in their shipping. Dont know why Aer decided not to include customs in their prices, but it is not appreciated.

Will not be ordering from them again until they change this (i don't mind paying more as long as it is made clear in the checkout)

Stylish high quality products with the best combination of materials, smart organization and ergonomics. Orders are delivered fast and as expected. Excellent service, fast helpful responses, it's very evident that this company cares and values its customers. Have bought many items from Aer and I am very happy with services and products.