Samsonite
Reviews and Complaints

I returned my bag to have it replaced by a different SAMSONITE bag right before going overseas on government travel orders. I confirmed its return, and presumed that the refund was forthcoming. After going overseas, through quarantine and with limited internet access, apparently the money was NOT, in fact, refunded. After many, many emails and long distance phone calls to customer service, I was told the refund window was closed and they could not verify my return, even after presenting the return slip they had provided and the UPS return confirmation indicating the bag was delivered to their dock. Even after providing all proof that the bag was indeed returned at their shipping dock, and they admitted that all proof was provided, they stopped responding to me and didn’t care to process the refund. They now have the bag and still have my $300+. Some may call that robbery. Need I say more?

**I’ve just located the BBB website to submit this report of an incident that occurred during the heights of the COVID pandemic. I still have all the documentation to backup my claims. I knew and obliged by their return policy; they just didn’t keep their end of their own policy (refunding the money).

Won't you please allow me to return the luggage and order two other pieces of a carry-on kind. My phone number is [protected] Thank you!

This was a gift. I spoke to a person named Jan on July 16th. It was purchased for her on 4/24/24 as a Mother's Day gift. She lives 3000 miles away, so I didn't get all of the information until the day I talked to Samsonite. He assured me I would have an answer by 5 or 6 days. As of today, 8/5/24 I have heard nothing.

I would appreciate an answer. Thank you!

I paid for my suitcase in early December but still have not received

I have phoned the help desk twice and been told that they do not know when / if I will get my suitcase. They have emailed the warehouse but no response. I would therefore like to raise a formal complaint so that my suitcase can be delivered as soon as possible

I am on [protected]. Please can u help me

Hi! I was given a Magnum suitcase S40052013131 as a present in May 2023 by my company.

I took it on my 2nd trip and the side lock broke! It was very stressful for me as I was in UK ready to travel and had no choice but to travel with a broken suitcase back to Nairobi - and had to use duct tape on the side of the broken lock.

Also I find that this is a badly designed suitcase as when one is trying to pack things fall out from the side one is trying to close as there are no zips to hold items well.

Whilst the suitcase is under warranty and lock can be replaced - my view is that this suitcase should be replaced with one which has a zip as I cannot risk travelling with such a suitcase again!.

Please let me know how I can go about changing this suitcase. There are samsonite shops in Nairobi where I live.

I purchased this bag in December 2022 as a Christmas gift (I have the receipt). It was used twice since purchase. I bought it from a TJ Maxx store which is a discount store. Samsonite has a 10 year warranty.

On my last trip in March 2023, the whole zipper came apart while heading to a flight. I had to purchase a strap from the airport to hold it all together.

When I attempted to create a repair form online, it told me that the luggage is from 2010! and no longer in warranty zone. I have emailed Samsonite 3 different times with no response.

The closest "repair" place is 3 hours away. TJ Maxx would not return because it is past their return time also.

Will not be "investing" in Samsonite in the future.

I purchased the bag in 2017 due to the 10 year warranty and brand reputation. This bag was used once or twice a year when going vacationing. Mind you that during COVID we were not able to travel due to lockdowns and spent two years without going anywhere...

I used this past May 2023 and one of the zipper teeth broke loose. As a result the zipper doesn't stay closed.

I contacted Samsonite and a RMA was created... I sent it for repair and the warranty was denied as "the zipper is broke". I wonder why did I spend money to sent it in the first place...

I bought a luggage bag from the Samsonite brand in Shanghai in the month of December 2017. This bag was having a Global warranty of 10 years for all kinds of wear and tear. Now, when I returned from my India tour upon reaching home after a couple of days my wife observed that the handle of the bag has broken.

We saw the warranty card and since the bag was bought in December 2017 it was still under the warranty. I approached the local seller here in Nelson, NZ but they said that we need to contact Samsonite, Auckland. I sent an email followed by a telephone call to them. Initially, they stated that the bag is broken by the airline mishandling and you need to approach the airline. After I marked a copy of the email to their head office in HKG in my reminder email they called me and asked me to pack the back so they can arrange the courier pick up to be sent to their official repairer in Christchurch.

Now, they have sent me an email as follows:

“Unfortunately he cannot repair the damage incurred.

As stated in your initial email, the handle of your case got damaged while travelling from India, which is deemed as airline damage, which is not covered under the Samsonite Global Warranty.

I am more than happy to provide an Insurance Letter stating this and the value of the Case, which you should be claimed against the company that caused the damage or your travel insurance.”

I am of the understanding that any warranty/guarantee stands with the product and not with where it was damaged.

Can you kindly extend your helping hand in getting my bag replaced by Samsonite under warranty?

Looking forward to your favourable reply,

Kind regards

Sanat Mishra

Dear Sir / Madam.

Over the past few months I have messaged and emailed Samsonite Philippines many times now and received very poor service due to unanswered communications, or if answered received no help.

Currently, I have a very expensive large Samsonite Firelite suitcase that I cannot use, and plan to travel soon.

On my last flight with Singapore Airlines, my suitcase arrived on the Manila baggage carousel minus 3 Wheels. Singapore Airlines refused to help with damage repair claiming it was normal wear and tear. 1 wheel missing maybe, but 3 missing wheels are ridiculous. What happened to integrity and duty of care?

So far I have experienced shocking service and all I want is my suitcase back to normal. With 4 high-quality wheels. Is this possible or am I dreaming when I hope to get help and good service from a respected and well-known company like Samsonite? Which is why I purchased it in the first place.

I wish to buy or be given 5 new original swivel wheel sets. 1 will be a spare in case I lose a wheel in the future.

Can this miracle occur? please help me.

Best Regards. Mr. R Parr Desperate Traveller

I am really disappointed with the service quality of your luggage. My luggage with model no HQ2*09002 was bought in your retail store located at Wing On Sheung Wan Center on 30 April 2023 for my trip to United States on 23 Jun 2023. To my surprise, the zipper lock was immediately damaged in the first time when I used it. The damaged of the luggage made us really terrible in the immigration when we need to do the security bag check for the rest of my travel to New York, Boston, Washington DC and Chicago.

I recalled the first samsonite luggage that I bought was 25 years ago. Your luggage proved durability and Samsonite is the only choice of me. Though some of my used luggage have been sent to the repair center for wheel repairing or zipper replacement but we have received a first-class customer service always. When I returned from US, I immediately bring my luggage to your retail store. However, my recent repairing of the first-time use luggage required us to pay up-front $200 for delivering to the service center. This is the hidden charge that we have never told to pay. The salesman in Wing On told us to send to any of your retail store if repairment is needed without mentioning this delivery charge when we purchased the luggage and it is a new charge that we have never up to us in the past 25 years.

I felt totally upset for the poor customer service and poor service quality of Samonsite. I would like to enclose herewith the photo of the broken zipper lock and the receipt and warranty card for your review. I would like to request you for the replacement of the luggage.

Should you require further clarification, please do not hesitate to contact the undersigned at +[protected].

7/20/2023: My husband and I went to Samsonite store at Ontario Mills, 1 Mills Cir, Ontario CA 91764. The store is having a 30% discount on Outline Pro with the following prices: (1) 22" Carry On original price is $189.99 and with 30% off discount at $132.99; (2) Small Spinner at $199.99 and with 30% off discount at $139.99, and (3) Medium Spinner at $239.99 and with 30% off discount at $167.99. They have White, Green, and Silver/Gray on hand. I was interested in purchasing the Green 22" Carry On. However, the sales associate explained that the Green 22" Carry On price is $139.99. I asked her to repeat what she just said to check if I heard her correctly. She again said that the price for Green 22" Carry On is $139.99. I asked her again to rationalize it for me at the same time pointing at the price label on the shelf how the price came to be $139.99 when it is written in black at $132.99. She said that is how the company is setting the price. I kept telling her that the price is misleading. She shrugged and kept saying, "It's company setting the price." So, I walked out and quickly came back inside to take a picture of the price.

hello

i am have a complain about Samsonite stores in Turkey.

i bought one bag from a Samsonite shop in Istanbul, and as far i know, it does have a guarantee .

Anyway, after 5 or 6 months the handle of the bag doesn't look good.

i took the bag to the store located in Kanyon AVM in Istanbul, Turkey, to change it because its still under warranty. They told me we needed one month to give you an answer .

Then i contacted them again, and they said your bag doesnt have any problems and we cant change it. but its clearly have a problem its clear from the photos .

this is not my first time buying from Samsonite or and Samsonite products . i was always satisfied with the quality of Samsonite products .

But now, with my recent purchase, i am really disappointed, and i never thought i will have this kind of problem with such a big company with high quality products.

i didn't expect this at all from a company like Samsonite.

I have had my Suitcase a little over 2 years. I love it but only used it twice during that time. When I went to Hawaii this year I noticed it didn’t track right. I am 85 and need dependable luggage. That is what I expected with Samsonite.

I measured it and it is 29” with wheels. I am very disappointed. This would not Allow me too take a photograph or insured a picture but the one wheel is actually caved in the whole wheel section

I orderer a Samsonite bag - The Proxis Spinner 75cm online in the German online store with the order number DE00701388. It was EUR440.00

This was done 12.10.2022. The product arrived on 14.10.2022, but it was damaged. We couldn't find any telephone number to call in Germany, and realised this is an "email-only-after-sale-service". We immediately filed a complaint with a reply stating we need to send evidence. We took photographic evidence.

Now they will investigate whether this is true, which will take 3-5 working days, and then provide a voucher by which they will collect at the end of the week (maybe). There is no indication of return of product/money policy.

Now there is no answer, and our flights are at 21.10.2022. This means we now have to find another bag, pay for it, whilst not having any idea if our bag will be replaced, or if our money will be returned.

I would have expected a much more personalised and quick response from a global brand such as Samsonite, which I have supported over 12 years now.

Dear Sir,

1. I bought this Samsonite Luggage (Photo 1) six years ago during a tour in Toronto. One side of the luggage handle was detached from its secured point when I made a recent trip from Hong Kong to UK.

2. After coming back to Hong Kong from UK, I examined the end of detached handle carefull and found the following. The slot of the steel bar was in good condtion while the fibre materials next to the steel bar were torn (Photos 2 to 4).

3. I am sure if the rivet used to secure the handle was probably installed through the slot of steel bar, this handle detachment would have never happened. I also examined the rivet in the luggage which was in good condition.

4. I conclude that this probably is a fault in manufacturing: THE RIVET HAD JUST INSTALLED IN THE FIBRE MATERIALS OF THE HANDLE AND HAD NOT PINNED THROUGH THE SLOT OF THE STEEL BAR

5. I believe I should have a fair compensation for this. Sorry to advise that I could not found the receipt of purchasing this luggage.

6. I am now living in Hong Kong and can be contacted by email: [protected]@yahoo.com.hk

Dear Samsonite customer service team,

Good day to you, I'm a very loyal customer of Samsonite, I love Samsonite products & I owned many of its products for many years now.

However recently I had a very bad experience with one Samsonite item I bought & a bad experience in terms of repairing it & on after-sales customer service as well which made me very disappointed.

On the 4th of December 2021, I bought a Samsonite carry on 4 wheels trolley (SP rolling TOTE) from Qatar mall Samsonite authorized dealer shop at Doha, Qatar for the prize of 1320 QR (around 360$) to use it on delay bases at my job, only 4 months later the pullers started to discoloring & get rusted like a very bad quality & cheap bag (even cheap bags will not get discoloring & rusted that fast, to be honest).
As I work for a big Airline & the appearance of the staff is taking very serious there (especially staff who get on board, like myself), the image of using a discoloring & rusted bag was not looking good, so I stopped using it & I sent it for repair at the authorized service center in Royal Plaza, Doha Qatar on Jun 16th, 2022, where they told me it'll take 3 business days for repair, which didn't happened!

After 10 days I called them they said they are waiting for spares, after one month I called they again said they still waiting for spares & I might take time, about a couple of months more at least! I asked if they couldn't repair it in a reasonable time they should replace it for me or give me a refund or at least a voucher to buy another one (from their shop also not from outside), that is as per the warranty policy below mentioned on your website :

"Samsonite products are rigorously tested to ensure that the travel products you trust meet stringent standards. Consequently, if a problem occurs with this Samsonite product (the"Product") and the problem is caused by manufacturing defects in material and workmanship, Samsonite will, in its discretion, either fix or replace the Product in accordance with the warranty terms and conditions stated herein."

They have rejected that! saying that the defect is repairable!

OK if it's repairable repair it for me, I didn't ask more than that initially, but in a reasonable time not 3 or 4 months! Also if they repair it with the same quality puller as the one installed then I expected that the problem will re-happen after a few months!

Now I bought that bag as I need to use it not to keep it at the repair center for months, also I paid that amount to get a good quality bag from a well-known & famous brand (at least that I was expecting), not a poor quality otherwise I would buy a cheap bag & saved my money!

Now I need a quick & ultimate solution for this issue please, that bag is not good quality unfortunately & it's a shame for Samsonite to release a poor quality product like this to the market.

I need either my money back or a voucher to buy another one as I need a carry-on bag on an urgent basis.

Photos attached FYR.

Thanks for your understanding & cooperation.

Regards,

Osama Bassiouny

[protected]@gmail.com

+ (974) [protected]

Unfortunately I have no information on my product. I was awarded this beautiful luggage from the Caesar's Casino in Hammond IN a few years ago. I finally got the opportunity to use it. When I arrived at my destination I could not open my suitcase, the code that I set did not work, I had to travel back to the airport to have a TSA service agent unlock it for me, he also tried to assist with having me reset the code for future reference. However, that didn't work at all. As it appears now i'm stuck with a gorgeous looking piece of luggage that I can't access, as after I got home I removed my clothing closed the suitcase and now I can't access it without going back to visit TSA agent at the airport to open it. I've tried several videos for help to no avail. Please point me in the right direction so that I may be able to utilize my product with ease. I appreciate your service, your products and your assistance.

Sorry if I have a little bit long story here.

On 02 Feb 2020, I bought a large samsonite bag from USA with 10 years world wide global warranty.

Then on 15 March 2022 I bought 4 Samsonite TSA 007 locks from Egypt, one 3-digits cable lock, and two 4-digits locks from store. And one 4-digit lock from another store. I set the combination code and were all working fine, I traveled for a short vacation outside Egypt on 18 March 2022,

I usually lock my bags in the hotel room, and open it when I need. after 3 days on 21 March 2022, the 4 digits lock was jammed while it was off the bag, and couldn't open it or even reset the cobination, so I used one of the other spare locks, the 4 digits lock, it was working fine, then suddenly on 26 March, the same issue happened with the second lock and couldn't open it, and this time the issue was bigger, as the lock was locking the luggage and i can't open it, and my plane back to Egypt was next day. The hotel service tried to break the lock, but it was impossible so we had to break the zipper and destroyed my samsonite luggage in order to open it and catch my flight.

I am really frustrated.

I was in very bad situation with the hotel staff as they wanted proof that the bag is mine and didn't stole it to break into it. I had to show them photos of me with the luggage.

And now the 2 locks are jammed and my samsonite luggage zipper is destroyed.

I went to Samsonite Egypt on 28 March 2022. They told me there is no warranty for the locks but they will try to help with no guarantee to fix the locks.

About the luggage they said they will fix it with cost, and didn't accept the warranty card I had, they requested a receipt or stamped warranty.

Am I supposed to keep a receipt for the 10 years warranty? Who do this. And in USA they did not stamp the card I have.

So am I supposed to pay for something happened because of the failure of samsonite lock?!

They said they will check with the maintenance and revert back to me.

On 14 March, they called that the lock combinations were changed, and they will cost me 115 EGP for each lock to open it. How were the combinations changed? I used them many times and they suddenly jammed. And for the luggage zipper they will be for cost also but didn't mention how much till now.

It was broken corner of the luggage when I was travelling by air from Lahor-Qatar, It is defective product from Samsonite, I have been pushed every where and no body is owning responsibility

Name Muhammad Yar

Email, [protected]@gmail.com

Cell [protected]

I took my carry on bag to Samsonite shop in village market in Nairobi, Kenya last year in May .. I took my bag from them in April this year .

It was not fixed .. I was told that the part needed for my bag was ordered for me since May 2021 .

The Agent here doesn't care about taking care of the customers .

The owner of the shop did not bother to call me or return my calls.

I am very disappointed with the treatment that I received from Samsonite in kenya .

11 months and my bag is not fixed

Hi There,

Hope you are doing great!

I am seeking your help to replacing one of my trolley bag which I purchased by 1st of March 2022.

Actually, I bought 2 trolley bags from the American Tourister shop for my younger brother and one of them bag wheels were already dismantled by its actual position because all wheels of my bag are rubbing against the pillar on the side which are balancing the wheels. Attached are the images of those wheels.

I have submitted my trolley bag at that shop from where I bought the bag and the attendant agree to replacing the defected part instead of replacing the bag.. as the bag is defected already. The attendant call to technical assistant and he/she says this is happened due to overweight.. can you please elaborate how could be possible as bag could not contains over capacity of it’s size?

If this incident occurs after 2-3 months or after 10-12 travels that would be understood but the NEXT day that could not be happen. I bought one of my trolley bags from same shop with same brand before 4 years and not getting any issue till now after 30+ travels.

I am trusting American tourister team and am expecting positive response towards replacing the bag instead of replacing of it’s parts.

Attached are the bills and documents which I have received from shop bill desk.

Best Regards,

Satendar

The Laptop bag was purchased in Dubai 3 years ago, very little used and then stored inside a suit case ready to the next time I traveled.
When I took the bag out to use the corners of the bag ( Rubberized Plastic bump protector ) had disintegrated the center one remained but is very fragile. As you can see from other postings this has happened to other bags( one purchased in India ).
I think that possibly the bag could have been stored in a shipping container for an excessive period in Dubai where daily summer temperatures exceed 40 degrees, and that this affected the compression on the material.
I contacted Samsonite based on their worldwide warrantee and pledge. "Samsonite products are rigorously tested to ensure that the travel products you trust meet stringent standards. Consequently, if a problem occurs with this Samsonite product (the "Product") and the problem is caused by manufacturing defects in material and workmanship, "
Obviously there was something wrong, I sent photographs, and offered to send the item for inspection. However every reply denied any defect and said the repair using a different material will cost $90 plus postage both ways. Through out several Emails they maintained the same stance.