David S Hge
map-marker Southaven, Mississippi

Spare parts in Israel

Samsonite - Spare parts in Israel
Samsonite - Spare parts in Israel - Image 2
Samsonite - Spare parts in Israel - Image 3
Updated by user Apr 20, 2018

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

Original review Mar 21, 2018
Dear Madam/Sir Last February I bought In Washington this Samaonite luggage. On my first trip one of the wheels disappeared. Your agent in Israel has no spare parts for this kind of luggage. Kindly send a new wheel Thanks and regards David Shapira shap1@***.net.il +972545****20 {{REDACTED}}
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Cons:
  • No customer care response
Reason of review:
Bad quality
Anonymous

WORST CUSTOMER SERVICE - PRODUCT FELL APART FIST DAY

I ordered a luggage set on their website as it was 40% off. It fell apart when i opened the box. I called their customer service number They were awful. They informed me that i would have to wait 10 days to receive the return shipping label from them which had to be approved internally. Then i would have to wait 3 weeks to get a refund. To expedite the process i paid the shipping costs myself and its been 4 months, and dozens of calls and emails later i still have not received a refund from SAMSONITE after 4 months! The customer service representatives are so rude. I have now lodged a complaint with the Better Business Bureau, and filed a dispute with my credit card company.
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous
map-marker Stratford, Ontario

Broken wheel after 2 uses

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Samsonite - Broken wheel after 2 uses
Samsonite - Broken wheel after 2 uses - Image 2

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-****"

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Loss:
$130
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Price reduction

1 comment
Guest

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!

matthew j Lba

AWFUL CUSTOMER SERVICE AND POOR QUALITY

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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

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Cons:
  • Customer service or products
Reason of review:
Poor customer service

Preferred solution: Full refund

Leana Yxu

Samsonite S'cure spinner 75cm defect

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Samsonite S'cure spinner 75cm defect
Updated by user Dec 01, 2017

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.

Original review Dec 01, 2017
I just bought it nov. 24,2017 at bleucerise polygone bezier France.when i put my stuff weighing 23kg and if i lift it using the side handle ,the both sides are slightly oppening...is that normal?
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Reason of review:
Damaged or defective
Anonymous
map-marker Boston, Massachusetts

Poor customer service, flimsy product, unethical repair process, warranty problems

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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.

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Loss:
$400
Pros:
  • Initial quality
Cons:
  • Poor quality
  • No response to e-mail
  • Warranty service
Reason of review:
Warranty issue

Preferred solution: Full refund

2 comments
Guest

I have had a similar experience with this company. Samsonite has gone downhill and their warranty is basically worthless.

Guest

Samsonite warranty states "LIMITED LIFETIME" warranty..key word is LIMITED...

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Damesha Jft

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Don't Waste Your Time

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I tried to buy two pieces of luggage on their site in January 2018. The first time i went through the site itself and got a cancellation notice a few hours later. The email indicated they had a problem processing payment. They did however charge my card for that transaction and i didn't realize it at the time. The second time i called them -which was nearly impossible to do because their phone system is terrible (you can't "press one" for sales if you are using a cell phone. I got through using a land line and placed another order for the same items. Once again, a few hours later i got another cancellation email indicating they could not process my payment. BOTH transaction were processed through my credit card so i am now dealing with my credit card company to get the charges reversed. Ridiculous. I don't know why they even have this website. It will be a giant waste of time to attempt to buy something.
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Cons:
  • No response to e-mail
  • Representative on the phone was clueless
  • No customer care response
Reason of review:
Order processing issue

Preferred solution: Fix my credit card charges and send what i ordered!

Azaria Xnn

Only thing worse then the bag was the repair

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Samsonite - Only thing worse then the bag was the repair
Samsonite - Only thing worse then the bag was the repair - Image 2

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.

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Loss:
$235
Cons:
  • Poor quality
Reason of review:
Warranty issue

Preferred solution: Deliver product or service ordered

Anonymous

Damaged bags

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My husband and I bought some samsonite light weight bags and used the large bags for a return flight from Newcastle to Brisbane but on the return flight home they got damaged, samsonite will not replace or refund these two bags and now the airline are saying they will not replace our bags, customer service there is none, totally disappointed with samsonite and would not recommend their product to anyone, rating 0
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Reason of review:
Bad quality
Kassaundra Dfq

HORRIBLE CUSTOMER SERVICE

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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!!!!!!!!

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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

2 comments
Guest

I hope you know that a computer cancels orders like these and not people. It is not the customer service teams fault that the computer cancelled it, and chances are you were rude when you called in. Show a little respect to get a little respect.

Guest
reply icon Replying to comment of Guest-1606470

Well, the ANONYMOUS COMMENT, dated Dec 03, 2018 is anonymous for a reason obviously. I'd be pissed off too had my order been cancelled. My goodness, just because this customer was upset, don't assume the customer was rude!

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Anonymous

Horrible customer service

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I tried to order a replacement wheel from them I told them that I wanted it shipped overnight they said that they did not offer overnight shipping. And that I would have to open my own Fed Ex account in order to get overnight shipping. What kind of company makes there customers get their own shipping account? And after all that they still never shipped it overnight! It took a week and they still changed me extra for standard shipping. I will NEVER buy their garbage again!!!
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Reason of review:
Order processing issue
Anonymous

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 Buyer

Worst 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 .

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Pros:
  • Initial quality
Cons:
  • Customer service
  • Misleading warranty
  • Did not repair carry-on
Reason of review:
Bad quality
Anonymous

Travel Adapter

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Hi Bought a travel adapter on 25th November from Bengaluru international airport shops and the product stopped working from 26th November. Paid $30 for just an adapter and in 2 days the product stopped working. I should never buy anything from Samsonite. Unnecessary costly products and zero durability. I think you guys are selling cheap products but increasing your brand equity by charging more money from customers. Let me know .{{Redacted}}My email is - sudhir.ray85@***.com
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Cons:
  • Any of the products
Reason of review:
Bad quality

Preferred solution: Full refund

Anonymous

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.

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Loss:
$119
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Deliver product or service ordered

1 comment
Guest

If you read all of the company's policies before you placed your order, you would not have been in this boat. This seems like it could have been avoided if you read the policies or called to ask questions before placing the order.

Anonymous

Samsonite doesn't last!

Samsonite doesn't last!
Samsonite doesn't last! - Image 2
My husband just returned from a flight. He wondered why our medium size rolling luggage was not rolling properly. Well, he soon found out that the two wheels had totally fallen apart! We haven't even used this piece bery much!
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Reason of review:
Bad quality
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