A company from hell.
I placed an order on a wrong size bag (USD760) on Sunday morning and attempted to cancel it within 5 minutes.
No phone #, no place to "cancel my order", just a form to submit.
I got an answer that "orders once placed cannot be cancelled"
yet the bag hasn't left for another 3 days.
The bag arrived and my emails got "we don't accept returns" responses, and "we don't send prepaid return labels"
Finally I had to make a claim with paypal. 1 days before the claim deadline Samsonite finally responded by sending a prepaid label.
I would never ever again purchase from their website - it is a NIGHTMARE.
I am thankful for paypal. Without them I would be screwed by Samsonite.
And their bags ain't what it used to be, either. We own 8 large Samsonite bags and the newer once lose their wheels after 2 trips.
Review by TDavies6 months ago
Junk! I spent $1000 for lifetime warranty luggage, several pieces. If you have problems just "bring it back to the store" they said. The crap started breaking almost immediately. Yeah, I know, airlines are rough but doesn't Samsonite know that already duh???? I returned one piece with two broken zippers, They handed me a couple of replacement zippers that looked "close". They weren't. That suitcase is now junk. Next was a missing roller. Took it back to the place of purchase. Do you have a RMA??? Huh? That's not what they told me when I purchased. Yeah, the rules have "changed". Pay some bucks for "shipping" have an RMA and Samsonite will fix it. Guess what, when they fix it, it will still be junk with a WORTHLESS warranty. Stay away from Samsonite. Buy cheap crap at Walmart and replace it every 3rd flight. Far cheaper than Samsonite without all the hassles. SERIOUSLY!!!!!
Review by Guljahan Membrive7 months ago
This is a review about their customer service not the product . I have taken my Samsonite suitcase, purchased from John Lewis, around the world on numerous holidays & it is still going strong after more than 10 years.
So my wife ordered a case online direct from Samsonite . Imagine our surprise to receive not one but two on consecutive days via UPS !
We did the right thing & told Samsonite about their error thinking at least that our honesty would prompt an appreciative response & a sorry for the inconvenience etc.
However their contact centre which I now believe is situated in Belgium just handled it as a routine return & we were expected to print off UPS labels etc & wait in ALL DAY for their courier . "Perhaps we could leave the item on our doorstep ", ( to be probably stolen) was even suggested by the call centre lady.
Just think someone at Samsonite should consider whether customer service should at least match their reputation for quality products?
Not impressed at all.
Review by Sombol7 months ago
All my bags are from Sansonite, they are absolutely amazing, durable and spacious.
Review by JNJNMommie Dobes8 months ago
Although the Samsonite luggage itself has been adequate until recently, the company's warranty and customer service are nothing to be pleased about. I purchased my 2 pieces of Samsonite luggage in 2010, which came with limited 10-year warranty. I did very little traveling until 2015, so the bags didn't receive much use until then.
On my last trip, while I was placing my suitcase in the trunk of my car, the carry handle rivet broke on one end. It is important to note that airlines' strict weight guidelines and my lack of interest in paying extra for overweight luggage keep me very astute with the weight of my luggage. This bag was at least 1 pound under 50, which is not an excessive weight or expectation for a large hard-shell suitcase.
Upon returning home I located Samsonite's repair centers (the closest of which for me was a 1.5 hour drive). When I arrived, the employees not only refused to acknowledge the warranty receipts I brought (with a year of eligibility remaining), they also told me that I should have claimed the damages via an airline. The damages occurred via regular use by me with no airport involved, which I told them, so this suggestion seemed absurd.
With a disappointing customer service experience and no solution to the damaged bag, I returned home and contacted Samsonite Customer Support via telephone. The woman I spoke with told me that their service centers are contracted out, not direct Samsonite employees. She also told told me that they are trained to use their discretion on the viability of warranty claims and that Samsonite supports their decisions to approve/decline warranty. Warranty does not cover airport damage, improper use or excessive weight loads (none of which pertained to my situation). She went on to say that their system shows no parts available for my particular luggage line, so there isn't anything more that Samsonite will do. She repeated herself and these statements with robot-like interest.
When the call ended I contacted the manager of the repair outlet and recounted my experience with her employees. She said that she would honor the repair in exchange for the disappointing customer service experience, but that in general what happened to the handle of my bag was not covered.
Ultimately, Samsonite's limited 10-year warranty seems to be limited indeed, and subject to debate. I'm curious what IS covered by the warranty if it excludes everything it states as well as typical lifting and carrying in and out of vehicles while the luggage weight is adequate. A product benefit that becomes a hindrance shouldn't be listed as a benefit.
Review by Phranque9 months ago
Bought suitcase from biester village a year ago . I’ve been told that they are very strong suitcases after saleswoman jumping up and down on it suitcase went back to normal shape so I bought the suitcase costing arm and leg one year later travelling to turkey suitcase had a big crack when I’m back to uk I took it back to Samsonite dealer and been sent to repairs but week later it returned back to me saying airline damage ...how could a suitcase can get damage sitting at home ... so I callaed the head office lady on the phone was not helpful at all she was arguing with me over the phone .. I don’t understand company like Samsung Would be professional but very disappointed and mislead abot pruduct quality and the customer service .
I wouldn’t advise anyone to get one .
Not worth the money ....
Review by Shakrette9 months ago
I had to replace both wheels of my 6 years old Samsonite suitcase. I emailed to the Customer Service in the UK sending pictures about the product. It was no problem to send new ones to me at all. I had just only one complaint that I had to wait two months when my parcel finally arrived. New replacement parts fit perfectly on my suitcase.
Review by Hilldidge9 months ago
I bought a "LP Backpack IV" Black in Samsonite Galaxy Cotai (MACAU SAR - CHINA). Some seams got broken after a couple months only...but I could bring it back to the shop after almost 1 year ( end October 2018) as I couldn't find the warranty certificate earlier.
First I had no courtesy bag whereas I told them that I am a pilot who really needs an extra bag as my pilot case is not enough because of the normal layovers and in case of layovers due to diversion.
Second when they received it back from the repair on November 13th 2018 they just tried to call me that day. As they couldn't reach me they just gave up calling me on the next days.
Fed up to have no news from them I went to check by myself today (December 03rd 2018). What a surprise to see that I could get my bag earlier (on November 14th...almost 3 weeks ago).
It's the second time I'm disappointed with Samsonite. The first time with a Pilot case I bought in Las Vegas in 2013 that I had to repair myself after a couple months as in France they refused to fix it as they were not selling the same model.
I will try to bite my tongue next time I say "Let's have a look at Samsonite Shop...maybe they improved their products and service" !!!!!!!!!!
Review by Bowey9 months ago
I am yet to receive my luggage that was to be delivered 3/10/18. Order number: UK00211130
Please get in contact and update me as to what as happen to my package and why haven’t it arrived as yet?
Review by Luvimin Mokasie9 months ago
I would put 0. How do they stay in business with this cusomer service .
Review by Doruk Halloway9 months ago
Horrible Customer Service and very bad attitude towards customer. Its been more than 15 days from the day I was supposed to receive the product and its still hanging somewhere.
Review by Hoikay10 months ago
I'd always thought of Samsonite as a reliable brand and worth the money, but have recently discovered their customer service is essentially non-existent, you're just ignored. Such a poor experience and completely not what you'd expect from a reputable brand these days. Won't purchase again as there's no way to resolve product problems when they arise at all, plenty of better brands out there with equally good products and far better service!
Review by Huzaifah Leon10 months ago
Poor quality products, awful customer service, they don’t care at all. Will not buy Samsonite again. Very disappointed.
Review by Tshana10 months ago
Once again I have to pay extra due to one of your bags being 3 cm off, but when i bought it said actually 150cm what a scam...
Review by Jospehine Nuby10 months ago
Samsonite has been selling this product for years. I've bought one of these 81cm and realised the total baggage size is over the limit of many airlines 158cm. I've contacted Samonsite Australia and they gave me an utter contradictory response. They said none of their customers had any issue with any airlines but does not want to reimburse me should I be slapped with over-baggage size if any airlines decide to do so. Also, this comes with TSA lock (requirement from the US) but totally ironical this size falls outside most airlines in the US.
If this is a $99 china made, I'll throw the baggage away. This is retailed at $899 and made by world-class re-known brand; I can't believe such a irresponsible response from the management team! Totally disappointed!
Review by Valerijs10 months ago
Samsonite customer service definitely hits the brand. They never solve the problem! I wish I could give them 0 star for the review. I ordered the luggage for my Christmas trip through the official website on 12/6. They used Fedex and shipped out on 12/7. The shipper stoped tracking on 12/10. I called them for the first time. They told me to wait. I called them for the second time, they told me they are putting the investigation on my order. And today is 12/26. I called them and I didn’t want my luggage and waited for the result of investigation. They told me they cannot do the refund and I needed to wait for the result. Bad service ever! Just curious about why Samsonite pays for the customer service. They do nothing. I don’t know if I have the chance to get back my money. Samsonite takes the money and doesn’t delivery the service. Shame on them!
Review by Ramudhi Women11 months ago
Good suitcase worth the price
Review by Polex11 months ago
Worst business ever!! No costomer service! Stay away from it!
Have bought 2 luggage online and one of them had broken wheel. I spent $50+ to ship it back 40 days ago, still not got any refund. No phone number for consumer service and no respond to my email question!
Will never buy anything from it!!
Review by Beardmore11 months ago
I was really surprised, after my family has been buying these suitcases for generations, to find out that new products are terrible quality and customer service is even worst. My suitcase got a crack in a corner after *20 days* from buying it and when I sent pictures to ask for substitution, they told me it was not their fault. So 150 USD spent for a suitcase with a FAKE guarantee. Not only I will never buy again in my life a Samsonite or an American Tourister, but will keep telling this situation to all my friends, colleagues, and relatives - in order to spread the news about Samsonite guarantee policy.
It's unbelievable that a name like Samsonite behaves like this.
Review by ParadiseBird11 months ago
I ordered a backpack from their website. 3 weeks later I still don't have the backpack. They are "investigating" what happened to the order during shipment. With no deadline to the investigation. I feel like they are sitting on the backpack/money hoping that I forget about it.
Review by Kasseroler Pusinelli1 year ago
Absolutely awful customer care.
Wheel on case broke within 30 minutes. I am then told to take it to a repair shop (not easy with a 3 wheeled wagon) unless i pay £14,00 (non refundable) for it to be collected.
They don't care one iota about all the inconvenience and bother that getting a so called 'best in the world' item fixed or replaced is causing.
Please do not bother with Samsonite... find a company that has a decent and FACTUAL warranty.
If this post can stop even 1 person from buying from them, I feel i've not wasted my time
Review by Laffo1 year ago
Worst Return Policy and Refund Process of any merchant anywhere! This company is ridiculous. I ordered a Hartmann carryon during one of their weekly online sales, after receiving the item, the lack of pictures and description on their site, forced me to have to return it. I had to spend $65 to send the carryon back. In addition, their refund says 14 business days which is 3 weeks and then another 1-2 billing cycles. Seriously, takes up to 2 months to get your refund?
NEVER BUY ANY SAMSONITE PRODUCT.
Review by Whamglam1 year ago
Poor quality overpriced products.
I bought a two case pack from Costco. I returned it due to the handle breaking. Very flimsy.
Then last year I bought another two case pack. Still flimsy. This time the zip jammed.
Very poor quality product and recommend avoid. Thankfully Costco have a good no quibble returns policy
Review by Edlin1 year ago
I was initiallly quite pleased with the case, particularly as I bought it online directly from the American Tourister website in a sale at a good discount. However, the retractable handle snapped off as I was lifting it out of a taxi on my first trip! This rendered the case almost unusable.
Ok I thought, no problem, American Tourister as now owned by Samsonite and they are well known for their long warranties and it should be a simple matter of contacting the online store’s customer service team and getting the case replaced. How wrong I was. Firstly, they tried to suggest I claim off the airlines insurance and I had to explain that, no, it didn’t happen when flying. Then they said I had an option of fixing myself with a spare part they would send me (!) or, I could pay £14 out of my own pocket for a courier to send to a third party repairers! I asked for the case to be collected, as any other store would do, but they said no, this was not possible. After writing a letter of complaint and threatening to write negative reviews on social media, they final agreed ‘as a token gesture’ to pay for the repairers to collect.
How on earth can you run a company like this in the 21st Century and keep your customers happy when companies like Amazon have a no quibble returns policy? I’m very disappointed by the whole experience and will not be buying from American Tourister nor Samsonite again.
Footnote: they would not post my review on their website as did not ‘meet editorial standards’!
Review by JCGaming Denmark1 year ago
I took my Samsonite case in for repair and was told it would be ready for collection within 3-6 weeks. Over two months later and after two weeks of failed back and forth contact attempts with various staff at the store, I was finally told that my case was irreparable and that I would be issued a replacement case that was ready for collection immediately.
I went to pick up the case only to find the replacement was damaged and that a new one would have to be ordered in. After the huge inconvenience already caused I requested that it could be sent to my home address to save me having to travel back to the store once again - almost a two hour round trip from my home. This was denied and my request for some form of good will gesture to compensate for this debacle was refused. I am extremely disappointed with the experience I have had with Samsonite customer service overall and will not be using again in future.