We lost a wheel off our Heys Velocity luggage. I spoke to Sana in customer service and she has just informed me that new wheels are in the mail. My correspondence with Sana was very pleasant and friendly. Thanks again Sana...Carole
Review by Vicie1 year ago
I bought a set of luggage in September. The 21" was placed inside of the 26" for delivery. No issues with the 26"; however, the handle on the 21" was faulty as it wouldn't lock unless I slammed it down.
It took me almost 2 weeks to communicate this issue via email with shop.heys.ca before they sent me service repair information as I insisted on having it inspected at the very least.
The repair shop agreed it was faulty and said it was a manufacturer's defect. I had to get Heys to call the repair shop to confirm this because the repair shop refused to provide their findings in writing. Heys agreed to a repair. That was around September 20 which they finally processed the repair. I just received my luggage today, shipped and repaired from Calgary because the shop in Edmonton closed. I did not hear anything from either Heys or the repair shops - I had to track it down a few days ago.
This repair was like pulling teeth. Emails were 2 days response time from Heys.
I tested the handle and it's still not locking but when I press down it will lock so I don't have to slam it each time. However, with the larger, when I let go of the handle it slides down and locks on its own. I am really unsure if they even repaired it.
Don't buy from Heys online. If you buy Heys, buy in-store where you can test and return if need. I still had the tags on and was originally within the two week refund period but by the time I got an email response about next steps, the two weeks had elapsed. Furthermore, if I wanted to return it, I'd have to pay shipping.
If this luggage breaks, I think I'm better off tossing it and buying from another company. Not worth my time!
Heys Luggage International is rated 3.0 based on
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