Samsonite Reviews 613

Bought a Samsonite Armox Duffle 55 cm in September. The telescopic handle assembly failed on its first trip and the internal support bracket came loose, making the bag unusable. For a product costing more than two hundred pounds I expected basic durability.

Instead of honouring my short term right to reject under the Consumer Rights Act 2015, Samsonite tried to force me into a warranty process. This is not acceptable. A fault on first use is a clear breach of statutory rights and should be resolved with a refund, not a repair queue.

I submitted a formal complaint and requested a full refund. So far the response has been slow and unhelpful. I will escalate through my card provider, Retail ADR and if required the small claims court.

Extremely disappointed with both the product quality and the aftercare. Not what I expect from a brand positioned as premium.

Ordered for a value of £71 and first parcel got lost. Re ordered a second time and now telling me I have to wait for another week to receive my order. Customer service advised me not to collect from collection point so ups will send it back to them. I will get refund 2 weeks after they receive it. I was offered a compensation of £5... If I take the item. So all together I have to wait 2 Month to get my money back... What is going on here?!
Never got any refunds for postage!!!

3 years into a 5 year warranty, I had no trouble getting a replacement handle dispatched after requesting one online. Excellent service.

Very good service from samsonite. I had a broken fringe on the spinner 55 and new components including torx screw were sent for free so I could do the repair myself. The video helped a lot to do the repair. Thanks!

I recently discovered that one of my fairly new mid size hard shell Samsonite (Orfeo Spinner) suitcases has split near the handle frame. I thought, it’s less than two years old and I have registered the warranty after purchase and did have the purchase receipt, it should be a straightforward replacement of a suitcase. The case didn’t have a huge wear, there are no signs of impact/ mishandling, in my opinion the shell looked flimsy to start with and was not strong as it should have been for a suitcase at that price point and size to withstand normal handling. I emailed the company responsible for repair with photo only to be told I have to ship the suitcase to them at my cost and based on feedback from other travellers, cracks are not covered by the limited warranty so I guess I’ll be even further out of pocket. Disappointing outcome from a company that praises itself for quality product and service.

Great customer support also after the purchase, would always buy again.

Poor quality and awful repairs department.

The quality of samsonite suitcases has deteriorated dramatically. Zips break or come apart during travel (<5 trips), and repair department beyond useless. Trying to get them to fix anything is an impossible task - they will jsut default say it is "wear and tear" and doesn't fall under warranty even though it does and is because of zips not fit for purpose.

Avoid and buying a different brand after only buying samsonite. No point having a warranty because they never honour it....

I returned a suitcase to have one zip pull replaced (it was under guarantee). On its way to the Samsonite repair warehouse the suitcase was damaged with a large hole in the case. They didn't believe me when I said the suitcase must have been damaged in transit to them. Hence My suitcase was no longer fit for purpose. I didn't know anything about the damage. I sent it to them with just a zipper problem and now additionally it's got a large hole. They sent me a photo of a large hole in the suitcase. They did not honour the guarantee or believe me (because they couldn't find any debris) even though the suitcase was damaged by their transit because I know how it looked when I sent it to them.

Was working in London and handle jammed on my cabin case so popped into the repair studio on Oxford street and Rohan was really helpful. Found my case on the database with my email address and as only a year old replaced the handle in 10 minutes and I was back on my travels. Great professional service thank you!

The spares person was very helpful. He sent me replacement hinges as I could not work out the correct ones from the website. Also the set of wheels I ordered arrived in a timely manner and fitted perfectly. Suitcase now fully refurbished.

August 2025
We bought 2x Ecodiver duffels 79cm £255 each. Both bags split in the same corner on the very first use.
Samsonite asked for one to be returned for assessment and have refused a refund stating it had been cut by a sharp object. Both bags have a sharp piece within the corner which has broken through in exactly the same place.
We cannot believe how poor the Samsonite service had been. We always buy their products as we think that they are of a good quality.
Never again!!!! Refund now being pursued through our credit card company. Shame on you Samsonite

After purchasing a suitcase at Gunwharf Quay branch I accidentally left an unrelated purchase in the store. After calling to check it had been found they called me back and proactively arranged for the items to be sent to me by courier. Above and Beyond !!
Thank You

Superb free spares service - I’ve replaced the wheels and handle after 10 years of use and it is like new again!

Have had 2 Samsonite Spinners for some years. Last holiday one arrived at baggage reclaim with only 3 wheels. Didn’t report, didn’t claim (doh) Samsonite Repairs & Spares led me gently to the correct wheel, arrived in a few days, and I successfully replaced it. Overall saving of over £100 against a new case. Happy bunny.

A defect on my 18 month old Samsonite suitcase, was easily fixed by ordering a brand new, -free of product and shipping fee-, part. Thanks for this quick and very Service friendly assistance!!

We have two Samsonite Spinner S-Cure suitcases that are almost five years old. After returning from vacation, two of the wheels were broken. After some online research, we found the Samsonite website and ordered a new set. We received the new wheels free of charge within a week—what excellent service. Our new suitcases will definitely be Samsonite again. Really great!

Excelente customer service. Polite and efficient, with a nice smile. Very happy.

Absolute debacle - do not buy!
Ordered and paid upfront for case for trip abroad. Delivery by UPS did not, and still hasn't been delivered. Delivery on FIVE consecutive dates never materialised, no explanation, no apologies, no investigation by customer services. Had to go away on holiday without the case i'd ordered for the trip. Delivery PROMISED AGAIN FOR today (29th September) also failed to arrive and re-scheduled for 30th. Told by Samsonite they will refund "ONLY WHEN THEY GET THE CASE BACK"! Insult to injury! Scam company. Will be going legal now as enough is enough. Avoid.

I was returning from a recent holiday and noticed when my S'Cure case arrived there was a wheel missing (obvious baggage handling issue), however with the birth of 4 wheel spinners the wheels are vulnerable and difficult to protect. I was not too bothered because have dealt with Samsonite spare parts previously, so visited the site, completed the required details from warranty tag inside case and ordered replacement wheel and support expecting to pay but found to be a free service. Replacement arrived 3 working days later with new screws and tools to implement 5 minute repair. Thank you Samsonite for excellent service.

Brilliant service. Fantastic that Samsonite will provide spares to prolong the life of their products and prevent needless waste.