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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
02/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought brand new 3 set American Tourister bag set from Samsonite on October 9, 2023 for $146.53 (Brand new unused) in **** sold and listed by Sasmonite. One of the bigger bags which we took on a trip via Van (not airlines) broke on our first use. It had about 25 lbs worth of clothes in the box. Now when I contacted Samsonite they are stating they won't fix it or replace under their warranty which is ridiculous. The box looks still brand new as it's hardly used. It was not due to miss handling that caused the shell to break off. Again it was not taken in the Airplane.I contacted the chat agent on Feb 1, **** in samsonite website. The agent name was *************** who told me this is not manufacturer defect by just looking at the picture that I sent her via chat which is not correct.I am attaching pictures of the bag.
Business response
02/01/2024
We will contact the consumer directly.Customer response
02/01/2024
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
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.
FAQI need to look at what their response is? All they are stating is they will contact me, which they have not done yet. So it's better to keep this complaint open until the business provides reasonable solution.
Regards,Suresh
Business response
02/02/2024
We reached out to this consumer to offer resolution via email. We will follow up via email as well as phone.Initial Complaint
01/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned a piece of luggage via *** on Monday this past week (January 8) and still have not received any communication that the company has received the luggage or that a refund is pending. Additionally, the luggage arrived damaged. I sent in a photo to their customer service department and asked that the shipping cost get waived and I get full refund since the item was damaged. I have not heard back. I emailed them last Sunday. I want the status of my refund and a full refund.Business response
01/16/2024
We will contact the consumer directly.Customer response
01/16/2024
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.
The business has not contacted me at all. If they say they are going to reach out, then they need to do so ASAP.
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
01/22/2024
Consumer was contacted via email. We will ensure we follow up.Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Subject: Urgent Complaint Regarding Defective Luggage and Unfulfilled Replacement I hope this email finds you well. I am writing to express my deep disappointment and frustration regarding my recent experience with Samsonite, a brand I have been loyal to for over 15 years.Last year, I purchased a Samsonite carry-on, and during my recent trip to *****, the handle broke off. Since September, I have been in communication with various Samsonite employees, providing multiple pictures of the damaged luggage. Despite your team suggesting a location in ***** for repairs, the luggage couldn't be fixed there.*********************** assured us of a replacement and directed us to take the luggage to a Samsonite store in *****. Regrettably, my husband's attempt to have it replaced was thwarted when the luggage was stolen from a hostel's common room, where he left it as instructed.Now, despite having multiple photos of the carry-on and the assurance of a replacement from ***********************, there seems to be a reluctance to fulfill this commitment. I sent an email to ******************, but unfortunately, I haven't received a response.Considering my husband's imminent return to the US on 1/18/2024, the urgency of this matter cannot be overstated. I implore you to address this issue promptly and honor the commitment made by *********************** to replace the damaged luggage.I value the quality and reputation of Samsonite and sincerely hope for a swift and satisfactory resolution to this matter.Thank you for your attention to this pressing issue.Business response
01/12/2024
We will contact consumer directly.Customer response
01/12/2024
[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,
*************************Customer response
01/17/2024
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.
I still havent received the luggage from Samsonite.
LeticiaBusiness response
01/17/2024
Consumer has been contacted with tracking information for the order that is set to be scheduled shortly.Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased the ******** 29" spinner at the end of 2019 and did not use it for the first time until the end of 2022 due to Covid. I had no issues with it during my first trip but it broke upon using it the 2nd time in June 2023. The handle is permanently stuck in the down position despite it holding less than 40 lbs of regular items (clothes, shoes, toiletries) and completely ruined my trip as it was impossible to drag around without a working handle. I have exclusively used Samonsite luggage for decades and have never had this issue with my smaller checked bag or carry on by them. There is clearly an issue with this specific model as many reviews note this same problem. I have been reaching out to Samsonite CS for weeks to see how I can either get the handle repaired or exchanged at no cost and have yet to receive a response.Customer response
01/22/2024
I have not heard from the business in response to my complaint.Business response
01/23/2024
We will contact consumer directlyCustomer response
01/24/2024
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.
Samsonite has not contacted me regarding this matter.
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
01/26/2024
We will follow up with the consumer.Initial Complaint
01/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed an order of two backpacks on December 22, 2023 and no further updates have been provided. It has been more than 2 weeks and no status updates of the order. If it has been delayed, I would like to know. The order number is EBG36055311. *** showed a label has been created but no further movement/updates have been made. I would like to know the status or situation of my order. The order total is $77.53 and my card information has been charged. The order was made through Ebags website, however, Samsonite is the parent company therefore the complaint is filed under Samsonite's name.Business response
01/11/2024
We will contact the consumer directly.Customer response
01/11/2024
[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,
***** DoInitial Complaint
01/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Please see the attached letter for details!!Business response
01/04/2024
We will contact consumer for additional details.Customer response
01/04/2024
[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,
***************************Initial Complaint
01/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a High Sierra Pathway 2.0 90L backpack through Amazon in June of 2023 for use on extended backpacking trips. On my second use of the pack (October 2023), the height adjuster tore while in use in the field. I have been seeking repair or replacement from High Sierra for several weeks now and their ************ are to accept a substantially different and smaller pack or to wait until the bag comes back into stock. They cannot advise when, even broadly, it will. I have asked for escalation, offered return for repair, and suggested the pull back a bag from within their downstream distribution as they are still available for sale widely but they are unwilling to do anything to make me whole on this obviously defective product.I have attached a photo of the defect and the correspondence for reference.Business response
01/03/2024
We will reach out to the consumer directly.Customer response
01/10/2024
[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.The business contacted me very quickly, supplied the promised replacement, and it meets my expectations. Thank you for your efforts to resolve this issue quickly.
GOOD JOB!
Regards,
*******************************Initial Complaint
12/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Samsonite ********* Repair ID: ********* This case was handled by ***********************, Head of Marketing at the beginning and then transfer to *********************, **************** Lead as ****** is sick. ***** offered to view the replacement suitcases at a Samsonite store near my location at first but then she refuses to arrange that the next day. She told me that she can only arrange the replacement to Samsonite repair center and she refuse to answer when I ask her why she break her initial offer. She also being impatient and rude to me when I question her further. I also sent a number of emails to Samsonite management but receive zero reply. The is the worse customer service I have ever seen.Business response
12/18/2023
This complaint is regarding his service with our international team (outside of the **) because this consumer is also located outside of the US. We will forward this inquiry to the team who would assist him or follow up on this for him.Initial Complaint
12/16/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
"Because Samsonite over-promised that my suitcase would arrive by December 18 at the latest, I communicated with the Samsonite customer service on December 15. They assured me that the case had been handed over to **** However, after confirming with **** I learned that Samsonite had not yet delivered my package to them. I need to leave ***************** on December 18. Due to Samsonite's own reasons and false promises, which misled me into making a purchase, I am now reasonably demanding a refund from Samsonite based on my situation."Business response
12/18/2023
We will contact consumer directly.Initial Complaint
12/12/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered Stryde 2 via Samsonlite online. According to their website, it should take 2-5 business day to deliver. When receiving the tracking number, *** put a statement on top saying the delivery date will be updated when *** takes possession of the package. After 7 days, contact ********** customer support. Was told to wait for 10 business day. After 10 business day, call again. The customer rep was agree to issue a refund but haven't receive any confirmation email for that. Call again next day, told me to wait for another day for them to issue a refund. It seem like it is not going anywhere. Just keep on delaying.Business response
12/12/2023
We will contact the consumer directly
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