Samsonite Reviews 

Further to Samsonite response to my initial review re. Mis-selling of goods, Customer Services simply sent me a copy of an online page with no offer even to repair the cases. Most customer service departments have someone who will listen to a complaint and try their very best to keep a customer happy - your customer services department didn't even pick up the phone and simply sent a very curt reply. I feel they are trained to be curt in order to avoid assisting unsatisfied customers. The cases were not bought online BUT in a shop where we specifically asked for the best cases available which would hold heavy documents and which would last. We bought the cases on the understanding that they were indestructible and scratch free as advised by the Samsonite specialist in the shop where we bought them. We would not have purchased them knowing the poor quality and feebleness of the cases are and what a bad guarantee Samsonite have written to cover themselves with but which in no way protect the customer. Can you at least repair the cases so that we can on-sell them to get our money back and buy a strong and durable product from another manufacturer?

Very bad advertising
After claiming free delivery I got charged for delivery and another delivery charge for returning item .Buyers beware

A wheel on our samsonite suitcase broke due to baggage handlers. I filled in a request online on the samsonite support site and they sent a new free wheel free of charge which is easy to fix yourself. Great customer service and great sustainability! We would have otherwise had to throw it away to end up as landfill

13 years ago I bought a Samsonite hard case bag. After many trips the handle broke. I was unable to find the spare part via their website so I send a message with the serial number. Completely free of charge they send me a new handle. What a excellent customer service!

I love Samsonite products. All of my suitcases are from this brand and laptop backpacks. One of the suitcase has a broken piece and through Newsletter I found out they have a repair week, where customers could bring their (functionally) broken suitcase and got it fixed for free regardless if it was on guarantee or not. I appreciate it as this is good for the environment.

I bought a laptop backpack to use for work which I initially loved (Ecodiver costing over £100). Just after a year of light use I noticed one of the zips had come off the runner. I sent it to Samsonite for repair and they have returned it saying they cannot fix it. The report states there is damage to stitching which is incorrect and it was clear the bag was in excellent condition with no signs of misuse or wear. Assessing it I would say they needed to undo a couple of stitches, but zipper back onto its runner and then restitch. After contacting Samsonite again for a second opinion they have agreed the bag can be repaired under warranty which has restored my faith in a reputable company. Thank you Samsonite for honouring a guarantee because I absolutely love this bag and I get great pleasure out of using such a well designed product,

Top service at Samsonite Amsterdam!
I had great service at the “repair week”. My suitcase was repaired in great condition!

During the repair week, I had my Samsonite suitcase repaired and completely free of cost. I have already used the suitcase for 10 years. Now I think it can last for another 10 years.

I love Samsonite now! Went to Samsonite in Koningsplein, Amsterdam with my hand carry luggage during repair week to have the stitches fixed. Instead of repairing the luggage, they instead offered to replace my old luggage with a new one discounting the full amount of my old luggage for the new luggage. So went to get my old luggage repaired but went home with a brand new discounted luggage. A win-win deal! I felt like investing on Samsonite luggages is worth it!

I visited the store in Amsterdam with the intention to order a new handle for the cabin size light cube deluxe. The team informed about the repair week and I decided to come again the next day with my luggage in order to order the part. The team informed the store is super nice and polite. And not only the order the broken part for my cabin luggage, they also did that for the larger one of the same series as well as wheels for both. Awesome service, awesome team. The person who checked my luggage was amazing ordering everything we discussed.

The staff was very helpful. Changed my wheels for free and the handle. Also the people there know their stuff. They can identify models and from which country just by looking the luggage. Very impresive

The free repair week is amazing. The staffs are amazing. They are professional and very attentive. Additionally, they also explain everything clearly. Excellent service.

It is the first Repair Week in Amsterdam Samsonite store. My suitcase get repaired in 10 minutes, no need to order parts and wait for days. The staff is friendly, and the repair is free for this week. After the repair (four wheels and side belts) the suitcase look quite new.

For a £100+ backpack, I would have expected a longer warranty than two years and a return or refund service. My bag has had minimal use, yet the zipper track has come away from the fabric and it no longer closes. Unlike other brands, they do not offer a long warranty on any part of the backpack. The Oxford Circus store has a repair shop inside but could not even offer to fix it, which would have been some consolation. Overall, with no offer to replace, refund or repair the bag I wouldn't say this brand is worth the money.

I made a return on the same day I received my order, and Samsonite confirmed they received the returned item on March 13th. However, as of April 24th, I have not received any refund ($700.54CAD）or official confirmation of the refund process.

I reached out multiple times—via email (no response), and by phone, where I was told the refund was issued on March 18th. Unfortunately, my bank has confirmed that no refund was ever received, so it appears the process was never completed.

Every time I call, I’m told to “wait a few more days for an update,” but nothing ever happens. It has been a long and frustrating experience, especially given the high cost of the item.

Great customer service by Erica and Ronni. However, Samsonite luggage quality and warranty have deteriorated abysmally. Cheap Chinese quality, yet high prices. Suitcases feel like they won’t even withstand one trip. Hard shell and feet/plastic stands of my luggage cracked and collapsed within 5 years of usage. On a second suitcase the rubber strip around the lid came apart. CS rep advised to ship to repair facility as it would be covered by warranty. Week after shipping, repair facility called to state that nothing could be done as the strip peeling off was not manufacturer’s defect! Suitcase being sent back as is - facility would not even glue back the strip as a courtesy! Terrible service by Samsonite overall - notwithstanding Ronni’s excellent redressal of my complaint.

We have been loyal customers of Samsonite for many years and have always bought expensive luggage. We purchased a set of 2 very large suitcase with 2 small matching cases. We have used them only 3 times and each time they have been damaged by British Airways. Having reported this we were told to send them to K2.
This we have done for numerous years, but having now purchased top of the range cases we thought that these would be safe. But they made no difference. Last February the damaged one was sent to K2, but all they did was say that as we have had them for a few years we were offered a paltry amount of a replacement cheap or a smaller American Tourister case. We may have had them for a few years but as they are only used for holidays, the age of them should not be a deciding factor, but times that are used, and K2 saw the immaculate condition of them.
We sent the cracked case to a repairer in Northwood Middx, and for £40 they did an amazing repair. Having contacted Samsonite, all they did was send me back yet again K2. But they want paying before the suitcase is collected, and reading the reviews, where even if they can’t repair it you don’t get a refund. What an unreliable and disgusting company the deal with. A great money spinner.
Update 20th December 2024
Have written to Samsonite and they are not prepared to replace one suitcase that has been used once then cracked, repaired by another repairer, used for the second time and cracked again. I will never buy anything from Samsonite as in my opinion, feel that their cases are not fit to be bought and used for airline travel

Disappointing Experience with Samsonite
I am writing to express my profound disappointment with your products and the overall experience I have had. The level of frustration and inconvenience caused by your luggage has left me questioning your brand’s reputation for quality, especially given the significant cost I incurred.

I purchased a set of luggage, including two large and two small suitcases, as well as a kilogram weighing scale that was supposed to accompany the set. After spending nearly $550, I expected high-quality and functional products. Instead, I received luggage missing the weighing scale. This was just the start of the issues.

During my trip abroad, I discovered that the suitcases were faulty. They malfunctioned and refused to unlock, causing immense embarrassment as I struggled with them in front of airport staff and passengers. This failure not only disrupted my travel plans but turned an already stressful situation into an even more humiliating experience.

It is unacceptable that such expensive luggage failed to deliver even basic functionality. I trusted Samsonite for reliability and quality, yet my experience has proven the opposite. Your products turned out to be overpriced and poorly manufactured, failing me when I needed them most.

I cannot, in good conscience, recommend Samsonite to anyone after this experience. I strongly advise potential customers to reconsider purchasing your products to avoid similar frustrations and what I now consider outright fraud.