American Tourister UK Reviews 

I bought a suitcase less than a year ago. It was quite expensive from you guys, but recently the zip was splitting. I emailed you guys and you told me we could bring someone round and check it, but if nothing is wrong with it, you’ll have to pay. I didn’t want to take the risk and now the zip is splitting regularly. Do not buy from these cowboys they have a supposed brand-name but they are just rubbish.

Wheel came off after second use of an American Tourister suitcase. Spent months chasing them to get it repaired and they simply don’t care to respond. After almost a year they stated it is expected to happen and not covered by any of their warranties or guarantees.

Terrible products, pointless customer service team and guarantees and warranties that serve no purpose.

One of the original wheels was damaged, probably by taking over very rough ground. I went online and ordering a replacement was so simple and it arrived really quickly. Amazing customer service. Thank you.

Great service, fast delivery and good communication. Had a broken wheel on cabin case and they supplied a replacement wheel free of charge!! They also included screws and star type allen keys.

I purchased a medium sized American Tourister suitcase a while ago and as a long haul airline pilot it does get used (and yes abused at times…😔). I noticed one of the wheels was starting to buckle (probably due to the weight of stuff I put in there returning from trips overseas). I emptied the case after one trip and resigned myself to having to purchase another however a voice said why don’t I see if I can get a replacement wheel? A quick email and a few days later a new set of wheels arrived and in a jiffy they were fitted. The case is as good as new and will travel meany more thousands of miles with me. Absolutely amazing customer service - truly awesome. Thank you.

This is a shout out to Robbie - I had an issue with the delivery and Robbie worked tirelessly trying to resolve it - organising the return and refund despite the suitcase getting lost on the return to Belgium

Ordered new parts as wheel fell off while wheeling it to airport. Took over a month to come. Sent wrong tools. Won’t be buying again as thought with a trusted brand would last. Didn’t last one trip.

Do not buy! I was given a suitcase as a gift and the buyer didn’t keep proof of purchase. It’s only been a year and the handle snapped clean off, and the stitching is undone. I’ve sent this to the repair centre to try and do something good for the environment instead of just buying a new case but that is precisely what I should have done - 7 weeks later I am £15 out of pocket and have had way too many emails back and forth with a repair centre who don’t fix my bag and still charged me. Go elsewhere if you care about the world and just pointlessly dumping broken pieces of plastic in it!

Purchased several cases of American Tourister but unfortunately one case had a faulty zip. Had to be sent back twice for repair. Used again and whilst on holiday zip broke again. Had to purchase another case on holiday, feel frustrated and let down by this company and samsonite Ireland who carried out repairs. DO NOT PURCHASE AS THEY DO NOT STANDBY THEIR PRODUCT IF FAULTY.

You replied today saying to contact you at samsonite uk. I have been I have been in Contact with samsonite uk from 2023 trying to get this problem resolved. Would you kindly speak to Naz on your customer services team. As I said the case has now broken repeatedly 3 times in fact after repair.

It was a little difficult to make contact initially. Once I managed to make contact with the correct person the service was excellent. Again a little lac of communication in that I wasn’t told the wheels had been shipped out.

Absolutely brilliant service. I tired out a wheel on my Bonair spinner - really frustrating. Checked and American Tourister and Samsonite offer a spares service. Ordered and received within 5 days, wheel replaced and working as new. Highly recommended to use this service!

Let this be a warning to anyone thinking of buying a suitcase with this brand. After purchasing a new FlyTwist Spinner case. I went on 1 trip via train. I came back with marks all over the case. The quality is so poor with these cases, even compared to Amazon basics or John Lewis branded. These are worse. I requested a refund within my rights, they have refused.
My warning is if you are desperate for a poor quality American Tourister case, purchase it through a retailer like John Lewis, as they have decent customer service and will refund you. This company also has a 14 day policy, this is intentional as they know how bad the quality of the cases are. I wont be purchasing anything from them again.

We have 4 matching Tourister cases, probably about 5 years old, so well out of warranty. When a wheel broke off as we trundled our luggage to the car for the last leg of our journey home, it would have been easy to accept that we needed to replace it. I got in touch with the manufacturer via their website asking if they could supply parts or direct me elsewhere to source them. Within an hour I had a lovely email advising they were sending me the parts required, and at no cost. 1 week after my contact, the parts arrived today. We now have 2 full luggage sets ready for our next adventure. I can’t fault your service levels or positive impact on the environment by preventing our case from hitting recycling. Thank you!!!

Absolutely poor customer service.

I bought a suitcase late June when I was in the UK before travelling back to South Africa.

I cancelled the order when I realised that the delivery date is a bit too late and I won’t get the bag on time.

I was promised that my order is cancelled and I will receive a refund. However, they ignored me for 2 months straight when enquiring about the status of my refund.

When they replied they claimed that the bag was delivered to the concierge of the property I stayed at, but the date that they claimed they delivered I was still at the property and so were my other two roommates. My roommates and the concierge said that the parcel was never delivered and I never received confirmation from UPS about a delivery.

They are just scammers, it’s been now 3 months of following up with no refund or professional response from them.

I would give them a zero start if I could.

Package lost in transit. Although initially unresponsive, american tourister eventually resolved the issue without complications.

recieved a suitcase with. broken lock and sent them video evidence but 4 days later still not heard from them and when i call they just keep saying “the depot manager is reviewing your case” and the call centre has no ETA. definitely do not recommend if you are going to fly shortly to order from them or trust their locks not breaking in the luggage hold!!

I have a small American Tourister suitcase, and recently one of the wheels was damaged. I got in touch with AT support and in two days I had a new wheel to replace on my suitcase. Service was super quick and the suitcase looks like it never had an issue. I definitely recommend to contact them every time there's something broken because that way you don't have to replace the whole suitcase.

Ordered some replacement wheels for my cabin suitcase, which was approved and despatched very quickly. On opening the box, I was disappointed to see a lack of care when packaging my order - I ordered two wheels, and only four screws were provided (there are three per wheel). Thankfully I had the old screws still. Five large plastic bags were used which I thought was unnecessary. Also two Allen keys were provided for some reason - the screws required a Philips screwdriver. A moments thought from the person putting this order together would have saved lots of plastic, the correct amount of screws, and unneeded Allen keys.

One wheel came off our suitcase & was lost. I ordered a replacement from American Tourister & as case was still under warranty the replacement wheel was free of charge. Delivery of the replacement was very fast too. Excellent service. Thanks very much.

Bought my Samsonite case a couple of years ago after 12 years ownership of similar model. The wheel handle broke unexpectedly and doesn’t seem quite as robust as previous model. That said Samsonite have quickly dispatched a free replacement part which arrived within a couple of days and all back up and running. Thanks for the great service.