Anonymous
map-marker Los Angeles, California

Return

As always no one answered. I sent them an email its just sad to see a company that for years prided themselves on life time guarantee and excellent customer service.

Neither is true. Samsonite purchased American Tourister which originally had a gorilla jumping on the luggage. Well Samsonite you should drop the gorilla imagery because evidently your luggage cant sustain a poodle jumping on it.

Sorry but its the truth. If you had better customer service I would have more grace so please step it up and maybe take down the three-story inflatable gorillas you occasionally put up at your corporate headquarters

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Rachel C Ohe
map-marker College Park, Georgia

Yes! They are the worst! They say they are closed if call after business hours and during business hours they say they are in training! Don’t believe their “lifetime guarantee” nonsense! Horrible

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Samsonite - Yes! They are the worst! They say they are closed if call after business hours and...

I've only had this luggage for a little over a year, and a couple of months ago, the rubber on one of the wheels started coming off. However, I was traveling and couldn't address it.

Two weeks ago, while traveling, the wheels were locking up because of the damaged wheel - I could barely move my luggage! I had to have a hotel worker carry my luggage from my room to the elevator. Eventually, the rubber came off and now there's just metal. I've tried calling them but can't get through; the online service for repair or return is pointless.

Apparently, they're in training - really? All of your staff are in training? Hopefully, it's a customer service training. It's absurd; a multimillion-dollar company and your staff of four are always in training?

I can't get a hold of them. Any company as big as Samsonite that can't take a call? That's a red flag! Shame on you.

Your company is too big to have this many complaints. And my luggage wasn't cheap!

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Loss:
$103
Pros:
  • Sturdy until breaks
Cons:
  • Breaks within a year

Preferred solution: A new suitcase or timely repair!

User's recommendation: Any company that can’t answer the phone and says they are in training? Samsonite shame on you, a multi million company and what you have a staff of 4? Who is always in training! Hopefully it is a training on customer service!

Ana P C

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

Duscuss luggage purchase 3 days ago

Samsonite - Duscuss luggage purchase 3 days ago
Samsonite - Duscuss luggage purchase 3 days ago - Image 2
Registered the wrong piece of luggage as per tag on luggage Cannot get in touch with customer service or store manager unable to help with issue on having wrong tag in luggage
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Preferred solution: Help

Michael F Abw

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Verified Buyer
|

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
| map-marker Minneapolis, Minnesota

Trying to get my suitcase lock fixed

Samsonite - Trying to get my suitcase lock fixed

I purchased two suitcases before a long trip abroad. One came with the lock preset to 0-0-0 and I was able to set to my own combination with no problem.

However, the second suitcase came with no preset lock and I am unable to use the lock. I had to travel and carry it with me instead of checking it. I contacted support and was given not once, but on two different emails from two different individuals different instructions to reset or pick my own lock to reset it. None of these instructions were accurate and did not reflect the lock I have.

Keep in mind that I provided the information on what suitcase it is. I have been told by Samsonite support that I can drive this suitcase to a location over an hour drive from my home to see if an authorized repair center can fix or I can take it to a locksmith. In each scenario, I am told they do not know what it will cost to fix it. I pushed back and they replied with "Ok, then send us pictures of the unused suitcase..." OH MY GOD.

THESE *** PEOPLE!

I will never order another item from this company. YOU HAVE JUST CONFIRMED HOW LITTLE YOU GIVE A CRAP ABOUT YOUR CLIENTS.

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User's recommendation: DO NOT BUY FROM THESE JERKS

Rayne Oew

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Verified Reviewer
| map-marker Sarasota, Florida

Can’t unlock new suitcase

Unlocking new suitcase received at Christmas and now trying to set up locking code. Code 000 not working and new code of 723 is not working either. We have never used this set of 2 purchased at Sams club in 11/2023. We are trying to use this set to go on vacation. Have tried to reset it to 000. We have tried 123 as well.
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Hassan K K

Past experience and product quality

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Samsonite - Past experience and product quality
Samsonite - Past experience and product quality - Image 2
Original review Dec 25, 2023
My carry on suit case pull out handle fell apart I need your help. I am traveling and need support asap
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Pros:
  • Good and durable products
Cons:
  • Minimum

Preferred solution: Repair or replace

User's recommendation: Very satisfying

Orman Jfb

Friend Can you tell me how to re-engage the...

Friend Can you tell me how to re-engage the service consultant who initially was helpful? I made the mistake of filling in a client satisfaction questionnaire before the process was completed and now have been ignored and no progress made. As a traveller I have limited time to get my problem fixed. Rosie Pfitzner Pfitzner@***.***
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Resolved
Sebastian P Lbc

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Verified Reviewer
| map-marker Makati, National Capital Region

Resolved: No answer

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Samsonite - No answer
Samsonite - No answer - Image 2
Updated by user Mar 22, 2024

Company fixed the issue and I have been provided with apology. Threatened to sue

Original review Feb 21, 2024
Takes 2 months to change a damaged logo and when they returned the luggage it was cracked. From the time I dropped it off at the store no communication from samsonite lousy service and lousy product. They should be ashamed
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Preferred solution: Full refund

User's recommendation: Do not buy this brand

Mahmoud Ifl

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Verified Reviewer
| map-marker Redmond, Washington

No confirmation and no receipt, please reply asap

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Samsonite - No confirmation and no receipt, please reply asap
They got my payment on my credit card but I did not received any email confirmation about my ordered last night. Until now I havent received it that why I am calling your assistance to send me an email confirmation about my order last night
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Margie T Vyn

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Verified Reviewer

Return procedures

I purchased an item on line which was charged to my Pay Pal account. The bag was purchased as a Christmas gift. I need to return the bag for a refund. There was no info included for returns. Please help. Margie Thompson 3051 Renaissance Pkwy Jamestown NC 27282
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Pros:
  • Long standing reputation
Cons:
  • Expensive

Preferred solution: Full refund

Anonymous
map-marker Porter Ranch, California

How to find warranty info to register

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Still need information on how to complete online luggage warranty registration. Have been unable to reach customer support through the phone
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Jennifer S Fax

Help with registration

We are still having issues with the registration. Anytime you call the phone number you either get placed on hold for a long time and then they disconnect you or they tell you all of their staff is in training. So you can never get through to them weve tried several times over the past week and had no success so we still havent been able to register our suitcases. Very unhappy with the customer service portion.
View full review
Pros:
  • Good quality luggage
Cons:
  • Poor customer service after sales are made

Preferred solution: Help with registration of the product

Alex D Wcg
map-marker Bangkok, Bangkok

Problem opening my suitcase

Cant open suitcase. My wife suitcase is lock and the default code is not working .. need help getting it open Thanks
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Pros:
  • Good suitcase

Preferred solution: Help opening the suitcase

Olga B Tcy

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Verified Reviewer

To speak about one specific duffel bag

I cant find the image of the grey colour waterproof foldaway bag on your site, as its an old model. This bad with my important docs was lost in Dubai airport. And I need to send them the bags image, I remember I bought in another 2002. Can you help me! Many thanks.
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Preferred solution: An image of the bag I list

Anthony F Zrn

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Verified Reviewer

I am not happy with my service

I called about my bags and have not got anything resolved Im highly upset still having the same problems with the bag.
View full review
Loss:
$500
Pros:
  • I dont
Cons:
  • I dont

Preferred solution: Replaced both the bags

User's recommendation: Just replace the bag it I gotta keep getting it repaired

Anonymous
map-marker Carmel, Indiana

Help with a return

I bought a Samsonite large duffel. I did not like it at all, after I used it one time. I was told it can no longer be returned. Im not certain how youre supposed to know if you like something, until you use it? The wheels on it are horrible and I absolutely did not like it at all. You did not solve my problem. I will no longer be purchasing anything from Samsonite.
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About

Related Companies

American Tourister, Hartmann Luggage, Tumi, High Sierra, eBags

Summary

Samsonite is one of the biggest American multinational luggage manufacturers and retailers. The products of the company are ranging from large suitcases to small toiletries bags as well as briefcases. Samsonite was founded in Denver, Colorado, USA in 1910. It was started by Jesse Shwayder. The company began to use the trademark Samsonite in 1941. In 1966 it changed its name to Samsonite. Currently the company is headquartered in Mansfield, MA. It also has a registered office in Luxembourg which is listed on the Hong Kong Stock Exchange. Forty percent of all Samsonite hard luggage is manufactured at the plant of the company in Nashik, India. The products of Samsonite go under such brands as Samsonite, American Tourister, Lacoste bags and small leather goods, Timberland bags only, and Hartmann Luggage.

Samsonite reviews and complaints

Samsonite is ranked 29 out of 208 in Luggage category

Area Served

USA

Payment Methods

MasterCard

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