Front Pocket Carry-On

Excellent Customer Service Leads to a Customer for Life.

I don't write many reviews, but ROAM earned this one. I ordered a customized carry-on and, when it arrived, it wasn't what I thought I had ordered. Looking back, it was likely my mistake during the customization process. Unfortunately, I discovered the issue just before a short vacation and was disappointed because I had specifically purchased the bag for that trip. What happened next is why I'm writing this review. Instead of giving me a hard time, ROAM's customer service team listened to my concerns and told me to go ahead and use the luggage for my trip. They authorized a return and refund, even though I would be traveling with the bag first. That level of trust and customer service is rare these days. While traveling, I discovered something else: the bag itself was excellent. The quality, packing efficiency, and overall design impressed me far more than I expected. By the time I returned home, I no longer wanted a refund. I wanted the bag I originally designed. I also discovered that my unusually large 17-inch ASUS laptop did not fit the front compartment as well as I had hoped. While that was a legitimate concern for me, I ultimately found a workaround because I liked the luggage so much and was impressed by how well it performed during my trip. I contacted ROAM again and sent them the trim, zipper, and customization detail I wanted, along with the suggestion that they simply modify the bag I returned. Rather than making the process difficult, they built me a brand-new bag to my specifications. Customer service in America used to work this way decades ago. A company trusted its customers, solved problems, and stood behind its products. ROAM reminded me of that experience. No company is perfect, and customers make mistakes online. My order did not go exactly as planned. What matters is how a company responds when something goes wrong. In my case, ROAM exceeded every expectation. They have earned a customer for life.

This is the second room carry-on that we have purchased. The first was the expandable model without the outside pocket and we love it very much after several uses. It still looks brand new. We decided to buy a second case, which is the one that is subject of this review . The case again is very nice. I think we will enjoy the outside pocket for our laptop for my money if you can buy an American quality made case even though it may cost a bit more it’s a good thing to do.

Perfect design and size

The wheels dance, the telescoping handle is strong, the built in TSA locking system is secure, the easily accessible pocket holds the wallet, keys, and phone from my husband's pockets during the TSA security checkpoint transit so they don't get left behind at security , the interior compartments are the right size for a carryon filled with digital books, medications, charging cords, extra clothing layers, umbrellas, survival food rations, laptop PC, and souvenirs (everything that we don't trust to the airline baggage handlers), and we love the bright distinctive color!