Tripp Reviews 

I ordered a suitcase on Monday, my last Tripp suitcase having finally given up the ghost. On the website it offered next day delivery, I got to checkout but discovered it was not available. Regular delivery was before Monday 3rd August, just in time to pack for my holiday.I then got a message to say that delivery would be before or on Wednesday 5th. August. I am not here on the Wednesday. Courier’s rs have a habit of leaving things on my doorstep and there have been a lot of thefts of parcels lately.
I have contacted customer services a couple of times only to be met with very unhelpful response s from the lady who emailed me back. I will not name and shame , but it is tempting.
If this is the best Tripp can do for customer service it is disappointing.
Please do not bother to give me the weak response that you are sorry and the standard of service is not what you would expect. I really needed more sympathetic help and did not get it.if the order has not yet been dispatched I do not see why it cannot be cancelled if they change the given delivery date.
A phone line would be useful but none is given and if you ring a shop, after waiting ages they say they cannot help.

I placed an order on Sunday 26 July. The money was immediately taken from my bank account, yet I never received any order confirmation email, no order number, no order acknowledgement, no dispatch details, and no proof of purchase whatsoever from Tripp.

Without a confirmation email or official receipt, I have no valid proof of purchase. This is critical because Tripp suitcases come with a 5‑year guarantee and without proper documentation, I cannot prove when or where I bought it. The warranty is effectively worthless to me.

I tried contacting them:

Online contact form: Cannot submit properly because their system demands an order reference number and account details I don’t have, circular problem.

Telephone: Called and waited on hold for 39 minutes. Finally reached voicemail, left a message as requested, nobody has called me back.
It is completely unacceptable. They happily take payment instantly, yet cannot be bothered to send a simple confirmation, answer the phone, or reply to messages. If there is an issue with delivery, warranty, or the item itself, I have no paperwork and no way to prove I bought it from them.
Avoid ordering here unless you enjoy paying and receiving absolutely nothing in return, not even a receipt.

Was trying to order a suitcase, which it said on its website was in stock, before 1200 today, Wednesday, but on check out the normal next day delivery was not available, instead it offered Saturday delivery at £6.50. I didn't make payment and then received an email stating "We noticed you didn't complete your order on the Tripp Ltd Website. You can complete your order by returning to your basket." Returning to basket using the link but it was now empty! Wanted to speak but no contact number is given. Tried calling one of its shops with wait time apparently of 3 minutes. After 12 minutes, still number 2 in the queue. Gave up, will buy elsewhere.

I was expecting to recieve my order on 28th July 2026 which u paid to recieve it then.

I emailed tripp twice no response
Called tripp no answer.

This unacceptable and causing me anxiety and stress.

I wasn't expecting this

Thank you

I bought two suitcases from Tripp. I packed one of them, put it on its wheels, and the wheel snapped off. You'd think that would be simple enough. Yet here Sasha from customer service is telling me that this is clearly airline damage. An airline would have a tough time damaging that suitcase- it has never left my house before. This was its first time being used. Clearly there was a manufacturing defect in the wheel, but good luck proving that to them. Absolute scam. "5 year warranty" sounds great but they'll just wriggle out of any responsibility for any issues.

To make it worse, now the customer service is just avoiding answering a question it can't answer. I asked what kind of damage the warranty would cover, if not this. I got an out-of-office from Sasha, which is fine. But it's now been 13 days since the return date on the out-of-office.

Update:
Sasha emailed me back, refusing to address my question on what the warranty actually covers. Tripp still wriggling out of honouring their advertised “warranty”.

Update 2:
They keep asking for my order number here as if they care. It’s a pile of rubbish- on email they have refused my claim many times and know exactly who I am. If they cared, the warranty would actually be worth something.

We bought a new set of matching hand luggage and suitcases at Christmas and they were great. We had an issue with one of the hand luggage cases and couldn't find our purchase confirmation but we got in touch and Rachael White at Tripp did a fantastic job tracing our purchase and sending out a new replacement immediately.
Great kit, excellent customer service. Will definitely buy again!

After a non-delivery of two suitcases due to courier error I contacted Tripp Customer Services and spoke to Sasha Gaskell who gave me excellent customer service, offering a no cost solution. Two replacement suitcases arrived next day in time for our holidays. Suitcase quality was very good and performed perfectly.

Very quick delivery very pleased with Suitcase packaging all good too look forward to using it when I go away

Ordered cases on a Monday expecting delivery in 3-5 days in time for a holiday. No word on dispatch until Thursday but courier didn’t receive the order until Friday afternoon/evening. Expected delivery of order is the day we travel ( 7 days after placing the order) with no option to expedite with courier as the cases were dispatched so late. Needless to say the only email reply that I got from their customer service team was automated. No idea if the cases are any good, but the dispatch, delivery, and customer service is below par for 2026.

Nikita was great, kept in touch and helped as much as she could. Thank you ☺️

Lovely cabin suitcases at reasonable prices. Great customer service from Sasha. When one of our 5 suitcases had mistakenly not been delivered, she was able to quickly resolve the issue with delivery of the missing suitcase organised to be despatched the next day.

Good value suitcases backed up with excellent customer services. The lock on one of my cases broke, after sending Nikita a couple of photos and a little video, I was promptly offered a replacement. No hassle whatsoever.

Tripp is not what it used to be. I have many bags made of tripp. But my recent purchase from them made me think about ever buying from them.
I bought escape and horizon series bags from them in 2024. After a couple of uses they have fallen a part. Spine broken. Zip not closing. Dents here and there. Faults with zip stitching.
This is not with one bag. I purchased many bags from them in 2024. Every bag has the same story.
To make things more worse their warranty claim procedure is worst they try to blame airlines for every thing that goes wrong with their bags.
My advice stay away from this company buy from local shop there quality is better than so called Tripp.
Zero peace of mind. Total waste of money
This is in response to reply from tripp. I claimed three bags. They honored only one bag claim. There reply is misleading here.

Contacted customer service as the zip broke on my suitcase that was still under guarantee. Quick response from Rachael White, had to send photos and a video showing the broken zip. Again responded promptly and within 4 days had a new suitcase delivered. Great customer service from Tripp.

had a minor fault with my suitcase handle, it wasn’t clicking into place properly. i contacted Tripp as i had only used the case 3 times and without any problem
they are sending me a replacement under the 5 year guarantee.

Have always used Tripp suitcases I bought a cabin size one and paid for next day delivery . The case came in a Flimsy cardboard box all open. No packaging nothing . Then discovered there was no padlock in the case to open it . Called customer service after taking ages to find the number kept on hold for ages . Explained the state of the box it was sent in with no wrap and told them no key present , they said oh well post one out . So
Couldn’t use my case straight away as having to wait on padlock
Being posted out in a few working days . I am really disappointed in this service . No apology nothing . Not even a refund of the delivery fee .

Exceptionally poor customer service. I have a suitcase which is 10 years old and the wheel broke in two. I know it is well out of guarantee and I wasn't expecting them to send me spares for free so I asked if they could send me a link to some replacement wheels that would fit that I could buy and was told by Sasha that it wasn't possible as they don't keep spares for 'such old models'. I then asked if they could email some measurements so I could choose the right ones as there are various different types of wheels with different fitments on the market but was told to just measure them myself. Surely they could have got in touch with their manufacturer and asked them to email some specifications and dimensions over - it's not rocket science - but oh no. So was I supposed to throw a perfectly good suitcase away just for one broken wheel. Not very good for the environment or the planet. I eventually found some on Amazon after lots of research on my own which seem to be much better quality than the original Tripp ones. If you have a problem or your luggage is out of warranty they don't want to know.

Placed an order with Tripp for the first time last week after being advised their suitcases come highly recommended. Delivery was fast, and the suitcase appears to be good value for money. I made a mistake when ordering which was quickly and professionally resolved by Sasha. Thank you so much! Wonderful customer service that felt personable, which is a rarity these days! Providing the suitcase wears well on its maiden voyage, I’ll be placing more orders for family holidays! Gorgeous colours too!

I purchased a suitcase approx 2 years ago. The side handle snapped off last week. I had no receipt but contacted Tripp. Rachael dealt with me promptly & professionally & a replacement case is en route to me. Highly recommended for excellent customer service.