Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Samorite literally made me ship my luggage for a wheel repair the repair center broke my luggage a d samorite to fix or give me a new one Horrible customer service
Business response
07/26/2024
We will contact the consumer directly.Initial Complaint
07/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hello,I placed on order on American Tourister; order#AT00641495 not too long ago. I recently used my luggage for a trip and am dissatisfied with the quality of the luggage. It is flimsy and wobbly. I attempted to contact American Tourister over and over, and was finally able to connect with someone as I would like to return the luggage. I was told, that since it was used, I was unable to return it. However, due to the poor make of the luggage, I am looking to return this suitcase for a refund. I paid a nice amount of money for it and for it to be poorly made is not acceptable. Please provide a return label and full refund.Business response
07/25/2024
We will contact the consumer directlyCustomer response
07/25/2024
[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
07/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I reached out to this company 2x by emaiil within a year and a half. The last time about six months ago, last year and was ignored.I purchased a piece of American Tourister luggage from a department store, which is I believe part of Samsonite. After using it one time and traveling by plane, it came back with several dirt streaks on it. I wanted to clean it and I could not get it off. All I wanted to do was to find out how to clean it. I was certainly hoping these dirt streaks could be removed. I wouldn't want to know that only after one trip already the luggage will be forever marred by this.Why would they not respond? why would I be ignored? I'm not going to persist in emailing them, chasing after them.Business response
07/08/2024
We will contact the consumer directly.Customer response
07/11/2024
One of their representatives responded to me online, sent me an email with what I consider to be a boiler-plate response. Nothing resolved.
Told me I can put a claim in to the airline for one. For scuff marks. That is ridiculous. Its dirt, scuffs. Its too long now but I wouldn't have even thought to do that with scuffs. Its not as if it was any type of dent or serious damage. That I would have done, of course.
I tried everything to clean it. I had to be mindful of damaging the finish. The paint but any general household cleaner from Windex, to Formula 409 etc. should have handled this. It did not. I certainly was not going to be more aggressive as in using Brillow pads etc. Never should have happened. Brand new piece. I treated myself to, cost me over $100.00. Should be able to be removed. Period.
Business response
07/18/2024
We will contact the consumer directly.Customer response
07/23/2024
What is this? Where is the response? I see nothing. It is not considered resolved as of yet.
Business response
08/12/2024
We will contact consumer directly.Customer response
08/13/2024
complaint # ********.
I cannot consider this resolved only because I never received the compensation that was offered by the company I was told almost two weeks ago now that they were expediting a check do I could replace the damaged piece from the same retailer from which I purchasedI never received the check
Business response
09/05/2024
Consumer confirmed vis email on 8/19/2024 that check was received.Initial Complaint
05/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took the luggage to the shop Samsonite recommended and the guy first says it is not under warranty and I need to pay $48 to fix the wheels. I showed paperwork it is in warranty. Now he says it is wear and tear because I owned it 9 years and he does not have the parts anyway so it will be "rigged". The warranty is 10 years. Why would a company have a warranty for 10 years and not have parts to fulfil the warranty period of their products?I reached out to Samsonite again after my encounter with the repair shop and the person apologized and said she would get back to me. I reached out after a couple of weeks when she did not. She never responded. I've recommended and purchased Samsonite in the past 20 years. I travel 12 months out of the year. I have no idea Samsonite treated customers this way. The *** number is: ******************Business response
05/28/2024
We will contact the consumer directly.Initial Complaint
04/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Recently used for the first time since Covid a Samsonite spinner. The main zipper broke. Luckily I did not lose anything but no thanks to the luggage. Bag looks new, it was not full, or over 50 pounds as I did not pay extra for the luggage on American Airlines .Ive contacted Samsonite several times. No one seems to actually read the emails. The replies are always, we apologize for the inconvenience.. its maddening that they wont acknowledge the pictures Ive attached or address an obvious defect. Of the zipper on main compartment. Expander zipper is fine and was not being used.Business response
04/24/2024
We will reach out to the consumer directlyInitial Complaint
04/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made an order and paid through Apple Pay and the address that was put on the order was mistakenly changed to my billing address. I contacted the customer service as soon as they open at 9am EST and it was less than 2 hours since I placed the order. They told me they couldnt make changes to any orders. It does not make sense that the order is not shipped and theyre unable to change the shipping address or let me cancel the order. I no longer live at the address and they are not offering any help at this point but to wait for the item to get delivered and return it. It does not make any sense for a business to not be able to do any changes to the order when it has not left their warehouse/ facility.Business response
04/19/2024
We will contact consumer directlyInitial Complaint
04/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Requesting refund for surcharges fees: and pickup request fees: ******** even if I were to try and drop off would still cost me and they inconvenienced me, for them sending the wrong luggage color and design! so I had to pay for a pick up could not drop off. Their customer service reps and or their website has listed, as the (reason for return )The wrong reason for return! very deceptive! Because they know full well why I am returning the items, I did ask could they do something about the cost other than sending me shipping labels their rep in the chat was very rude and unhelpful (********) told me "that is not what we do" it's not what you say it's how you deliver it, the whole chat was horrible! And I am still waiting for a call back from a supervisor Why shouldn't they eat the cost it was their mistake. I also encountered issues with the return labels they did not take the time to put the correct lbs. and item numbers to match the shipping labels so that I would know which boxing labels go where? Nothing matched and yes I tried finding a match on my own to no avail! I discovered this after printing them out here at home. I was excited to be getting my luggage only to find out hey this is not what I ordered wtf!?Business response
04/09/2024
We will contact consumer directly.Customer response
04/09/2024
[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.
BUT LET THE RECORD SHOW I STILL FEEL LIKE THEY SHOULD HAVE ATE THE COST OF *** SURCHARGES AND FEES OF $19.55 STILL! It was their mistake!! Period!
Regards,
***************************Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
TITLE: After product return, they still have my $300+, and the bag. -- 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 *** 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 didnt care to process the refund. They now have the bag and still have my $300+. Some may call that robbery. **Ive just located the BBB website to submit this report of an incident that occurred during the heights of the ***** pandemic. I still have all the documentation to backup my claims. I knew and obliged by their return policy; they just didnt keep their end of their own policy (refunding the money). Buyers beware: they produce aesthetically beautiful bags, but their business practices are shady. I have never and will never purchase Samsonite again.Business response
04/01/2024
We will contact the consumer directly.Initial Complaint
03/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order online and entered everything in correctly. I ordered a gift to ship to my grandmother for her birthday. When I paid by Apple Pay, it automatically updated the shipping address to my old address that I no longer live at. I called customer service who advised that they cannot make changes or cancel the order because the system isnt designed that way. Ive never heard of a company that doesnt allow you to make changes to your shipping address especially since it was still in the processing phase. I was told I had to change it on *** my choice. I follow the steps and *** my choice advised I could not make the changes until a first failed attempt of delivery. I have no way of knowing if the delivery will fail. The new owners of the house could just keep it and Im out of almost $200 now! **************** is of no help whatsoever and this company needs to be held accountable as Im sure Im not the only one with similar issues!Business response
03/27/2024
We will contact consumer directly.Initial Complaint
02/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a Samsonite bag for for over $200 at ******************** airport. I put only one or two items in this bag, used it once (not checked or roughed up by any means) and noticed the bottom corner where the zipper material meets with the hard shell case was pulling out from the hard shell, creating a hole. Given that this was a brand new bag and was barely used, this had to have been like that when I bought it. I went to reach out to Samsonite and for one they have no phone number to call, so you have to use email. I emailed them on 2/12/24 asking how to receive a replacement, I provided all the information they asked me to, and then they told me PAY MONEY to send my bag to them, so they can CONSIDER if my bag is covered under warranty or if I have pay out of pocket. I followed up saying I should not have to pay for a replacement and they should be able to tell me if this bag is under warranty before I spend money to send it. They continuously keep telling me to pay money to send it for them to identify IF they will repair it. This is completely unacceptable customer service and from looking up other reviews, they do this all the time.Business response
02/26/2024
We will contact the consumer directly.
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.