Samsonite Europe Reviews 

We have come back from a holiday far away and as it was long distance we had an allowance of 30kg. Fortunately my parents-in-law have big (old) TERMO Samsonite suitcases that we could borrow. Unfortunately on the journey back home one of the wheels got detached and lost. As we borrowed the suitcases it was obviously very inconvenient and embarrassing even if we couldn’t help any of it. Considering the age of the suitcases I had little hope of finding the correct spare parts and took quite a bit of time searching on the web for any second hand parts. But ultimately I turned to Samsonite themselves and after sorting out exactly which model and piece it was, much to my surprise they did not only still have these parts, but they even deliver the pats totally free of charge! No fees for the part, nor the shipping. Now that is what I call great after sales service and going the extra mile. Something which has become so rare these days! WELL DONE SAMSONITE and I will gladly pay a little extra to buy a Samsonite suitcase at any next occasion!

Bought a Samsonite suitcase as its supposedly a quality brand and the zip broke on the first flight. Contacted Samsonite who then said to contact the airline ......

After many years one of the wheels of my trolley failed. Great service with helping me out with the replacement components!

Needed a spare part for a rucksack. As before, no issue in getting a replacement sent out for free. Brilliant service.

I purchased a Samsonite Outlab Paradiver 79cm wheeled duffle four years ago for £295. Given Samsonite's reputation for quality, I expected it to last for many years.

In that time, the bag has only been used on four flights. Despite such light use, the corners, which are made from very soft material, have rubbed through and started to fray.

I returned the bag under warranty to K2 Global, but my claim was rejected as "normal wear and tear". I simply cannot accept that significant damage after only four trips is a reasonable expectation for a premium £295 suitcase.

I now have an expensive bag that I no longer trust to survive another trip. In my opinion, this is a design flaw, as the corners should have been reinforced to withstand the type of use any travel bag is designed for.

Based on my experience, I cannot recommend Samsonite's soft-sided duffle bags.

Repair reference: FMB-058674.

Great and fast service
Can highly recommend
Five stars ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ from me

I asked for replacement of wheels and hinges which arrived within few days free of charge. I am very impressed with the Samsonite customer service/after sales. Truly one of a kind.

Great long lasting suitcase. I’m always on the road and I couldn’t do without featherlight high quality suitcase. Exchange elements easily to order. I recommend!

The hinges had snapped on my medium Samsonite case , I requested replacements it was quick and easy and they arrived promptly, easy to replace and my case is travel ready again , thank you Samsonite

fast, not complicated, great experience.

Part to be changed has been delivered for free within 3 days.
My luggage is now ready to travel again !
Thank you

Needed to change hinges on an old suitcase. Ordered spareparts (no charge) and changed myself. It was very easy.
Good service to offer free spareparts.

I am extremely surprised by the quality of there customer service , all i did was send a pic of the label , a pic of the broken part and a short explanation. Received the replacement part in a few days

I got a nice gift

Our suitcase was a few years old, returned from recent trip and wheel was snapped off.
Contacted Samsung and they sent out replacement which arrived after a week, no charge and easy to replace
Overall excellent outcome

We bought a suitcase in 2023 and this year we discovered that 2 of the back spinner wheels were completely worn down. First we were annoyed that they did not last longer, but then we discovered how easy it was to order and get deliveted 2 new wheels free og charge. Easy to replace the broken wheels too. Really great service

We bought large and small suitcases three years ago and recently just came back from holiday and to find that our suitcase got cracked from the corner so I called samsonite and they told me that they can’t do anything about it. It’s very sad because I went through the famous name of the suitcase and this was not very fair sorry very disappointed

My Samsonite cSpinner hinge straps were damaged ( one fully snapped and the other 50%) during a flight. Spares and support contacted whilst away and the referred me to the online repair service. After loading the case model no. I was quickly able to identify the spare replacement parts and order at that point. Complete Spares kit has been delivered by ups and successfully installed! Case is like new again.
Brilliant and prompt service by Samsonite, and amazingly parts were free of charge. What else could such a premium supplier do?

The side handle of my Samsonite suitcase snapped. I filled out the reparations form and dropped it off for shipping. The process went smoothly.

They use UPS to send it in Ireland. Awful experience overall with "missed" deliveries that go unnotified.

Edited: to 3 stars since within the day, UPS had new instructions from samsung to deliver it to a nearby docker - instructions unclear and had to contact customer service of the specific locker.