Samsonite
Reviews and Complaints
Spare parts in Israel
USER: 5962**** Dear sir/madam Thank you for your answer. Unfortunately your Israeli representative deny his responsibility for the Samsonite suitcase which I bought at your shop in Leesburg outlet, 241 Fort Evans Rd VA 20176 on March 2017.
Your Israeli representative claim that he belongs to the European zone and they are not giving a service to Samsonite suitcases which has been bought in USA They Also asked me to show them an evidence that I bought it, but unfortunately I paid cash and didn't keep the slip. If you cant repair the wheel kindly give me a new equivalent suitcase Thanks David Shapira +972545****20 shap1@***n..net.il
- No customer care response
WORST CUSTOMER SERVICE - PRODUCT FELL APART FIST DAY
Broken wheel after 2 uses
Samsonite is more expensive and perceived to be a superior quality product. The rubber from a luggage wheel ripped after two uses under regular conditions.
Repair as listed on the website of an authorized local Samsonite repair shop is $75 and a 40 minute drive. Emailed Samsonite with photos and asked for a discount coupon so I can purchase another Samsonite product and received a curt response. "I’m not sure how you came to the conclusion that the repair would be $75 if you have not taken your luggage to the Repair Center to be assessed. In addition, we do not provide coupons nor monetary-reimbursements.
As per our warranty: You are, however, responsible for all costs of getting the Product to any such Service Center including, but not limited to, the cost of packaging, shipping and applicable taxes. Thank you, Nadine Corcoran Samsonite Canada Inc.
753 Ontario Street, Stratford, ON N5A 6V1 Office: (519)-271-**** Ext. 229 / Fax: 1-80*-642-****"
- Customer service
Preferred solution: Price reduction
AWFUL CUSTOMER SERVICE AND POOR QUALITY
I used to purchase many products from samsonite in the 90s and the quality was so much better. I purchased 3 items from their website these were their supposed highest quality products They well apart after a few days.
Dealing with the staff on the 180* 765 **** number was a nightmare. They said i would need to wait 7-10 working days before they could even get a shipping label approved to send it to me The customer service rep was a *** woman who was one of the rudest customer service reps i have ever dealt with and even threatened to hang up on me if i didn't like what she was saying. Then after i did that it would take a further 10-14 business days before the item was inspected before the refund would even be processed. I had to pay for shipping myself to return their faulty products.
I WILL NEVER deal with them again. Order on amazon as you can return items back and ecvellent service.
Its been a nightmare dealing with SAMSONITE.COM very sad! DONT WASTE YOUR TIME OR MONEY dealing with samsonite.com or you will be very disappointed
- Customer service or products
Preferred solution: Full refund
Samsonite S'cure spinner 75cm defect
Opppsssss....Correction in my previews comment.. (oppening )openning.......wrong spelling.....sorry about that.....I have my old samsonite hardcase it was very good quality.i like it.then i decided to buy a new one ...in other store but the one i bought last nov 24 ,2017 it was so horrible...and i felt not safe to use it.
Poor customer service, flimsy product, unethical repair process, warranty problems
I would like to let you know that my family and myself have lovingly bought and used Samsonite bags my entire life, they are wonderful and the quality and customer service has never failed me, until recently. I cannot, in good conscience, continue to support this company with the recent experiences I have had with customer service and the declining quality of bags that I have bought.
My most recent experience was with a beautiful hard case and spinner wheel set of samsonite luggage that my husband and myself registered for and received as gifts for our wedding. We used this luggage on our two week honeymoon and after about 5 actual uses (airport/hotel to hotel etc), the wheels were rendered completely useless and completely worn down and flat, the zippers in the lining and inner compartment were broken and we were shocked, this was not the quality that I have know of samsonite from years of experience and ownership. We could not wheel our luggage the rest of the trip and went to the store that they were bought at quickly after. As touted, these bags have a lifetime warranty so we of course figured it would be taken care of.
No such luck, the store said to contact Samsonite. I went to a Samsonite store and explained my predicament as well as called customer service. Both representatives were quite rude and said to send the bags to their qualified repair company and we will see if maybe samsonite will cover it, no telling. I was shocked but what was I to do?
I sent them in through the store. The next week I received an email from the ‘fixery’ that Samsonite would not cover the repairs and that I would have to foot the costly bill. I was shocked since the bags were new and had been used so little. What about the lifetime warranty I ask?
What should I do? I phoned the ‘fixery’ and they said to phone samsonite, I phoned samsonite and they said it was up to the discretion of the fixery (NOT samsonite) and to phone them . The fixery said the rules were made by samsonite yet they, the fixery, determine what is normal wear and tear. Upon talking to another samsonite customer service representative about how little we had used our bags that had already started to fall apart and were unusable, they thought that 5 uses of the bag was a ‘normal expectation’ for the wheels to be completely worn down and unusable as well as the zippers to be breaking.
I was shocked, I thought samsonite believed in quality. After several call and visits to samsonite stores, the solution was that I had to pay the full cost of over priced samsonite-approved repairs in order to get my expensive lifetime warranty one-year-old,five-times-(one trip)-used luggage sets. Because of this horrible experience, the unhelpful and rude nature of the several samsonite customer service representatives, the unethical samsonite touting of lifetime warranties that hold no water, and the lack of craftsmanship in their latest products, I will no longer buy samsonite products. My husband’s family as well as my family will also now not support samsonite.
I have loved samsonite a long time and have been willing to buy their products at top dollar believing them to be of a higher quality and that you stand by your warranty. I have found this to be absolutely not true and I am sad to be looking for another company.
- Initial quality
- Poor quality
- No response to e-mail
- Warranty service
Preferred solution: Full refund
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Verified ReviewerDon't Waste Your Time
- No response to e-mail
- Representative on the phone was clueless
- No customer care response
Preferred solution: Fix my credit card charges and send what i ordered!
Only thing worse then the bag was the repair
Have a blue Silhouette carry on spinner bag. In other words it was never thrown around by luggage handlers and had very gentle loose.
Within three times that we used the bag the fabric handle began to rip along the stitching . The handle was made from the same fabric that was used on the rest of the bag. In addition a metal pull with the samsonite logo fell off the bag. We sent the bag to a Samsonite Authorized Repair Center for repair.
They then sent the bag to a luggage repair that was a real butcher up in Syracuse, New York. When the bag was returned the handle was replaced by a black mismatched handle and the pull was replaced by a piece of cloth. Both repairs are photographed below. Seriously, my local shoemaker would have done a better job.
I called and left a message. Will update with details about how this turned out.
- Poor quality
Preferred solution: Deliver product or service ordered
Damaged bags
HORRIBLE CUSTOMER SERVICE
Customer Service at Samsonite is absolutely HORRIBLE! I placed an order online to find out 6 days later that it had been cancelled by Samsonite - NOT ME!
I received no notification that they had cancelled my order and when I asked the customer service rep why I never received notification all I got was "I don't know. Looks like they didn't like the address". WHAT?! When I placed the order a second time on the phone she said I would have to call back to "see if the system took my order and liked my address".
Again, WHAT?! When I called the second time to make sure my order didn't get cancelled, the rep I spoke with was unbelievably rude, enough so that I asked if I should speak with someone else.
Samsonite makes a great product but they DEFINITELY need to improve on their customer service! I recommend the product but whatever you do DON'T ORDER THROUGH THEIR WEBSITE!!!!!!!!
Preferred solution: Let the company propose a solution
Horrible customer service
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified BuyerWorst quality. Broken in first journey after buying .
We have been using Samsonite from last 13 years . In summer 2017 we bought three luggages as we trust Samsonite.
We took it for first journey and noticed it was broken . When we returned back to Moscow and gave it to shop for warranty they charged us with 5000 rub more . Is this for what we paid for expensive luugage . We expect your company to exchange that product .
The luggage is not for keeping at home it is for traveling and why do you make such bags that get broken at once . We all know how airports people handle your luggage .
How we will get our expence back we want it . There are many pic even after survice taken with charge they did nothing you can see pic .
- Initial quality
- Customer service
- Misleading warranty
- Did not repair carry-on
Travel Adapter
- Any of the products
Preferred solution: Full refund
Helpless and Rude customer service
I have ordered 3 luggage set with BOGO event. Out of that I added only one spinner and apply BOGO promocode and ordered it, but i am suppose to add 2 luggage and apply BOGO promocode then order it.
its a mistake, but i called customer care with in a minute, they said they are not able to do anything. but order was not even processed, then they suggested to refuse to accept when UPS guys shows up. next week UPS guy showed up, i showed him tracking number which I supposed to refuse, he didn;t even look, he took the wrong one back. I called customer care, they said thay are not able to do anything.
they answered it very rudely. Worst Service.
Preferred solution: Deliver product or service ordered
Samsonite doesn't last!
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If you had bothered to read the policies before placing your order you would not have had this issue. It is not Samsonite's responsibility to make you read the important material they offer you.
If you click on the warranty or service & repair link it would have given you all of this infomraiton before you even placed the order. DUH!