Samsonite Reviews 

"I purchased two Samsonite cabin bags and two large suitcases back in 2021 from an online store. I chose Samsonite specifically because of their reputation for durability and long-lasting quality. However, my experience has been a huge disappointment.

Two years ago, BOTH of my cabin bags cracked in the exact same spot. These are cabin bags that I always carry with me and handle with care, so there is absolutely no way this is due to user error. The fact that both bags developed the exact same crack in the identical location clearly proves that this is a structural defect and a manufacturing flaw.

When I contacted Samsonite customer service, they directed me to the repair department. However, because I no longer have the original invoice or warranty paper, they completely refused to help and rejected my request.

Samsonite products are supposed to come with a 5-to-10-year warranty, and the product's serial/production number inside the lining clearly shows its authenticity and production date. Refusing to take responsibility for a clear manufacturing defect just because of a missing piece of paper is unacceptable for a global premium brand. I am left with two broken, unusable cabin bags and a complete loss of trust in this brand. I expected much better customer care and product responsibility from Samsonite.

Have a cabin bag sized suitcase. It’s done Stirling service. Extending handle became stiff & lost a screw. Rang up & helpful person said bring it in (quoting a reasonable price for worst ‘case’ scenario) . Arrived & fixed immediately and no charge by a helpful & kind guy/ happy to recommend AND lots of lovely cases to see if you think you need a new one.

£300 Suitcase zip has broken requiring a complex repair. Suitcase is less than 3 years old and has barely been used.

Samsonite support team is extremely to get ahold off. Taken nearly a month to get to this stage.

Samsonite quoting 3 month repair time. Requesting it be sent at my expense to their repair location.

Will not be buying another Samsonite suitcase ever again. Already told other people not to buy a recommended other cheaper brands.

Extremely disappointed with Samsonite.

Excellent service

Very knowledgeable and friendly staff

Good clear explanation of the process and costs

One of our most recent and definitely most expensive luggage, yes it is light weight and the box is of good material however the lock now open no matter what code is entered. shocking random discovery. I have much older and cheaper luggage which still works perfectly fine.

Suitcase wheel broke was missing after travel, received a new one free of charge within 3 days after registering for repair. Extended lifespan of my suitcase, great service

Excellent service from Samsonite Cheshire Oaks today, who did a great job repairing my 10 year old Samsonite case whose wheel had been broken off on a recent flight - amazing to have it done so quickly and effectively. Great staff, great service - thank you!

Samsonite case about 10 years old with broken handle taken to the London service point at Oxford Circus. Full repair within 1 hr at no charge. Delightful staff, fantastic service

The service I received to obtain a replacement wheel for my suitcase was excellent once I was able to identify the correct pathway for spare parts. My advice would be to improve their communication to customers of where and how to deal with this circumstance.

I would give zero if it was an option. Avoid samsonite like the plague. Poor quality and the warranty is a joke.
I bought Airea Spinner large bag a year ago and it didn’t even last a year. One of the wheels was rotating in a weird way and kept drifting. When I finally sent it for repair, they focused on another problem in the zipper and said it’s irreparable because of 3rd party damage and I should buy a new one. As if I would buy from them again. Poor customer service as well.
I’ve had my previous 2 bags from Delsey and they lasted 15 years. This one didn’t last even 4 trips. My family have differing luggage brands and we’ve never seen anything like this.
When I initially bought it, I decided I needed a bigger size. The exchange process was quite annoying and it was taking too long to arrange collection with UPS. I had to wait for them to send me a refund to make a new order. UPS also asked me to prepare 4 pounds and 1 pence in cash as samsonite didn’t pay the collection money.
Samsonite is no longer a luxury brand. I’ve seen better quality with much cheaper options. I would strongly recommend you avoid them.

One Month Since Return

I returned three items to Samsonite using the UPS return labels provided by Samsonite. UPS collected the parcels from my address, and the tracking shows all three parcels were delivered back to Samsonite on 9th April.

Despite this, my refund has still not been processed. I have contacted Samsonite over 10 times by email and live chat. I was told at one point on live chat that I would receive an update and refund by the next working day, but this did not happen.

I have since sent a formal complaint and follow-up emails, but I have received no response at all since. I followed the return process exactly as instructed, so the lack of communication and delay in refunding is extremely disappointing. It has now been a month since my three unopened and unused items were returned back to Samsonite.

Based on my experience, I would not feel confident ordering from Samsonite again unless this is resolved properly.

I typed the code in that is located in the case. With in a week, a new handle arrived free of charge. I watch a YouTube video & fix my case in 5 minutes. Absolutely brilliant service

Needed new hinges for my C-lite cabin trolley and also wanted to change the wheels (to double wheels). Everything was sent to me promptly, without charges, as it was still in the guarantee period. Super service!

Order UK00869763 and after nearly three weeks, four unanswered emails and countless views on my tracking. The backpack I ordered for holiday is nowhere to be seen and it looks like Samsonite Customer Services have taken a holiday. So much for a so called Premium Brand. Looks like from other reviews I have seen on here this is now becoming the norm! I suggest if you are buying Samsonite I would go through a third party. Joke of a company.

I ordered a suitcase online, which has gone missing during transit via UPS. After an initial response from customer services, no further contact when requesting a refund. Just called their customer service line and was cut off straight after being asked for my details for a callback. I travel next week, Samsonite have over £200 of my money and I don’t have a suitcase. Terrible customer service.

Delivery nightmare. I specifically purchased a suitcase from Samsonite so it would arrive in plenty of time for my holiday. The website gave a delivery date which appeared to beat other retailers (John Lewis etc)

2 days after this supposed delivery date, I still don't have the suitcase. UPS have not even attempted delivery. It's now apparent that the suitcase will not be arriving (I fly tonight!) so I've had to ask around and borrow a suitcase from a neighbour.

Furthermore, Samsonite customer service has been abysmal, responses are impersonal and unsympathetic and ask that I contact UPS directly, which I've done, only to be told that I can't amend any delivery details due to restrictions set by the sender (Samsonite).

I can't speak for the quality of the product, as I have not received it.

Very disappointed to say the least, this is my first purchase from Samsonite and based on this experience, probably my last.

Amazing aftersales even after many years! You are truly customer oriented

I bought an EcoDiver last year it has lasted 2 trips and has a hole caused by a design defeat.As expected K2 Global went in favour of Samsonite and stated normal wear and tear and had the audacity to say the bag had been dragged across the floor.
As myself and quite a few other owners have pointed out - THIS IS A DESIGN FAULT . It does not take a genius to see that the damaged has been caused by a sharp internal thin peice of plastic.
Pathetic excuse from Samsonite. Samsonite used to mean quality unfortunately your items are as poorly designed and mass produced for as little quality as possible. Everything evolves around profit rather than quality.
This is the 1st and last item to be purchased by me from Samsonite. repair ref 1043402

Bought a Roader duffle bag. On its first trip and within only a few weeks of purchasing, the handle broke (would not retract). The store advised Samsonite would not refund the item and would only repair it. It was sent off and I had zero contact from Samsonite directly so had to chase the store, who chased Samsonite multiple times over 2.5 months before the item was finally repaired. A further refusal to refund the item was made despite my concerns the same thing would happen again, and the fact that more than 10% of its meagre two year warranty had now been spent with the case unused and with Samsonite for repair. Shockingly bad product and customer service for the price - avoid at all costs.

Excellent service following travel-related damage to one of the wheels on my mini suitcase. Called the support phone number, received clear directions to identify the correct part that needed replacing, added my details to the website order form and the new part arrived, totally free of charge (still within 2 year guarantee), less than a week later. Really impressed!!