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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am writing to express my disappointment regarding a Samsonite Xenon 3.0 backpack that I purchased less than 1 year ago. Unfortunately, the backpack has started to fall apart after minimal use. Specifically, I have noticed that slowly but surely that the threads are starting to deteriorate at the seams. I have always trusted Samsonite for its quality and durability, but this experience has left me dissatisfied.Given the circumstances, I would greatly appreciate a replacement. I believe this would be a fair resolution, as I had high expectations for your product based on your reputation for excellence.
Business response
12/23/2024
We will contact consumer directlyCustomer response
12/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***** ******Initial Complaint
12/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a 3 piece set of luggage from Samsonite on November 27th. This order has shown shipped since November 30th. *** has not received the package. I cannot file a claim with them as they have not received the package. Samsonite keeps telling me *** has this package and that they are not scanning packages until they reach their destination this year. I have ordered many other items from other businesses and they all show tracking via ***. Samsonite will not refund or reship, until a certain date and keep changing this date! Their customer service is absolutely horrible! These people are rude and refuse to make things right!Business response
12/11/2024
We will contact consumer directly.Initial Complaint
12/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
To Whom It May Concern,I am writing to formally lodge a complaint against Samsonite regarding a recent luggage order that has caused significant frustration and inconvenience.Upon returning from Thanksgiving travel, I opened the package only to find that one of the luggage pieces was clearly used. It has noticeable dents and a significant amount of dust on the wheels, indicating that it was not in new condition upon arrival. This is absolutely unacceptable, and I have attached photos for your reference.We had expected a higher standard of quality and service from Samsonite, and this experience has left us extremely dissatisfied. Given the circumstances, we are requesting a full refund of the purchase price, including return shipping fees.Furthermore, this issue has caused considerable trouble, as I originally planned to use this luggage for my upcoming international travel on December 7th. Due to this situation, I am left with only a small piece of luggage to use for my trip, which is far from ideal.I appreciate your immediate attention to this matter and look forward to a prompt resolution.Thank you for your consideration.Business response
12/04/2024
We will contact the consumer directly.Initial Complaint
11/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I tried to reach out to Samsonite via live chat and call, especially the live chat is not working although mentioned 24/7 and no immediate respond after one quick easy reply email from a customer representatives. I have an order with two items and they shipped two separate dates and only one received and no immediate solution.Business response
11/22/2024
We will contact the consumer directly.Initial Complaint
11/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My suitcase broke and the damage should be covered under the warranty as a manufacturing defect warranty as it was less than 2 years old and minimally used. I paid to have the suitcase shipped to a repair/replace facility just to be told it cannot be repaired or replaced under the warranty. They market a bogus warranty that only benefits them.Business response
11/05/2024
We will contact the consumer directly.Customer response
11/08/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** *****Initial Complaint
10/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought American Tourister luggage back in June. On my last plane flight my zipper pulls were broken off, both of them. I contacted American Tourister and a nice lady told me to send her pictures and they would check to see if they have replacement parts for me. She sent me an email and followed her instructions exactly. I then get an email back a couple days later saying that the warranty does not cover anything that happened to me. It was like I followed the first email exactly for NO REASON. They acted like the first email did not even exist. Why did I follow her instructions? Why did I do what I did? They basically acted like the first email did not exist and then they acted like they could not help me at all. HORRIBLE customer service!!! The worst!Business response
10/18/2024
We will contact consumer directly.Initial Complaint
10/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello, my name is Youyou. I am writing this problem statement for my parents who dont have sufficient language skills to illustrate the current issue. I am writing on behalf of my father, Haitian ****, who paid for the products. We bought a suitcase set on 6/22/2024 this year. We never used the suitcase since the purchase and would like to return it for a refund or exchange. Today(10/5/202024), we went to the store and would like to return the product.However, we were told that we are unable to return the product due to a 90-days return restriction which is not listed on the receipt. The store shows us a return police which is not very obvious at the checkout desk. We werent told that we could not return within 90 days nor that the receipt show anything related to that.Also, we thought wed accept an exchange for the same price we paid for the product. However, the store told us that the product we bought is now DISCOUNTED. That means we cannot get an exchange for the full amount we paid for. As shown in the attached files, this police is not shown either on the stores policy plate or the receipt. The 900+ dollars we paid is now only equal to around 500 dollars exchange meaning that we are suffering a 400 dollars of loss without any notification. I demand a full refund or equal-price exchange from the business. Thank you for your time.Business response
10/09/2024
We will contact consumer directly.Initial Complaint
09/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a Somsinet luggage set for two in March 2022, which comes with a 10-year warranty. Recently, Ive noticed that the stitches on the carry-ons are coming loose, which poses a risk of losing my belongings. I have attempted to resolve this issue by sending an email and making phone calls, but I have not received any response. I would appreciate your assistance in finding a resolution, as the item is still under warranty.Business response
09/03/2024
We will contact the consumer directly.Customer response
09/04/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Simge EngelkiranInitial Complaint
08/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I redeemed a samsonite bag from a website the bag name include a carry on. However its very huge that cant be identify as a carry on, nor be carry on most of the airlines. I wrote email to Samsonite telling them its very confusing and request that they exchange one real carry on bag(ideally soft case as well) for me. But they only could offer 40%off. I felt being scammed.Product name: Ascella 3.0 softside carryon spinner, sapphire blueBusiness response
08/21/2024
We will contact the consumer.Initial Complaint
08/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I made an initial order on 7/17/24(order number SAM03456976) and about a week after the item was supposed to arrive I called to see what was going on meanwhile the tracking number they provide never showed up in *** system and they told me to wait another few days to see if it arrives. After waiting few more days I reached out to the company on Aug 1 and they told me they would send a replacement order however the tracking number they provided still doesnt show up in *** system leaving me to wonder will I ever receive my items The replacement order tracking number that doesnt work is 1ZXF39260398212643 I want my items in addition to 30% refund on the order.Business response
08/05/2024
We will contact the consumer directly.Customer response
08/05/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
All I desire is my items and a refund discount on my purchase
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
08/07/2024
Our team has reached out to the consumer with the resolution via email. We will also attempt to call the consumer to explain and see if there are any additional questions they may have.
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