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 ea... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Very pleased to be able to repair my suitcase. Long wait for the spares but easy to order and good instructions on the website to find the right spares for my model.
Company replied
Excellent spare wheels. My suitcase feels like its new again. Easy to change. It took about a month to get the parts, but i was in no rush, so not really a problem.
Company replied
I ordered spare parte. Ordering process was perfect, with a good price, but first delivery was lost. Second delivery was fast, with all pieces and a mounting tool... of the wrong size. Luckily, I had... See more
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3.7
Average
1k reviews
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This company invites their customers to review, whether positive or negative
Replied to 84% of negative reviews
Typically replies within 1 week
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Asked a spare part for a luggage more…
Asked a spare part for a luggage more than 10 years old, and i was supplied with everything in a very fast way.
Is a pleasure to have bought a Samsonite trolley!
25 March 2026
Unprompted review
Reply from Samsonite Europe
Hi Marco,
Thank you so much for your kind words!
We’re delighted to hear that we could assist you with a spare part for your luggage—even after more than 10 years. Providing long-lasting support for our products is something we truly value.
It’s wonderful to know that your experience reflects the quality and service you expect from Samsonite.
We wish you many more years of enjoyable travels with your trolley!
Kind regards,
Samsonite Europe
Got 2 spare wheels for our Samsonite…
Got 2 spare wheels for our Samsonite suitcase - to replace the worn out wheels. Quickcand for free! Now the suitcase can travel for more years to come. Love the quality and the service. Easy to recommend Samsonite for others. And a sure next buy for us!
21 March 2026
Unprompted review
Reply from Samsonite Europe
Hi Arnt,
Thank you for your kind review! We’re glad to hear that the spare wheels helped extend the life of your Samsonite suitcase and that you were happy with the quick service.
It means a lot to us that you would recommend us and choose us again in the future. Wishing you many more great journeys ahead!
Kind regards,
Samsonite Europe
I have had Samsonite cases for a good…
I have had Samsonite cases for a good few years and they have lasted better than any other brand. The best thing about the company is that if any parts break they just send you new parts for free. I honestly wouldnt bother with any other brand. They are literally bullet proof and if a dopey baggage ha dler launches it a breaks a wheel then Samsonite will sort you out!
20 March 2026
Unprompted review
Reply from Samsonite Europe
Hi Rich,
Thank you for your great review and for your continued trust in Samsonite. We’re delighted to hear that our cases have stood the test of time and outperformed other brands for you.
It’s especially nice to know that our spare parts service made a difference—keeping you moving is exactly what we aim for!
Wishing you many more smooth and worry-free travels.
Kind regards,
Samsonite Europe
A new meaning to lifetime warranty
Have have bought and used Samsonite suite cases for more than 20 years, and traveled extensively across the world with them under many different circumstances, from airplanes to fishing boats, from Olso in Norway to Christchurch in New Zealand, India, all countries in South East Asia, all Europe, a few countries in Africa, etc. and my Samsonite suite cases never let me down, they resisted the most brutal treatments and only a couple of times luggage handling in airports manage to destroy a wheel or a handle. And we are 5 and have many suite cases. Amazingly, if and when something happens, even if the parts the warranty is long gone, Samsonite still provides me with free of charge parts that are very easy to install and I only pay the post costs. And for suitcases in warranty I pay nothing. The send me the tools and the parts, they provide clear instructions and videos it could not be better… they give true meaning to lifetime warranty :) thank you Samsonite!
19 March 2026
Unprompted review
Reply from Samsonite Europe
Hi Miguel,
Thank you so much for your wonderful review and for your loyalty to Samsonite over the past 20 years. It’s great to hear that our suitcases have supported you on so many journeys around the world.
We’re especially pleased that you appreciate our repair service and spare parts support—helping our products last as long as possible is very important to us.
Wishing you many more great travels ahead!
Kind regards,
Samsonite Europe
When my suitcase lost a wheel while…
When my suitcase lost a wheel while traveling I could easily order parts for repair and got them delivered quickly and for free.
15 February 2026
Unprompted review
Reply from Samsonite Europe
Hi Iskander,
Thank you for your feedback!
We’re glad to hear that ordering the replacement parts was easy and that they were delivered quickly and free of charge. Making repairs simple and convenient is exactly what we aim for, so it’s great to know it worked well for you.
We hope your suitcase is rolling smoothly again on all your future travels!
Kind regards,
Samsonite Europe
wheel handle replacement
Needed a new wheel handle as the original one broke after 3 years of heavy-heavy weekly use. Replacement was sent within 3 days and free of charge. That’s what I call a TOP premium customer service! Thank you Samsonite!
11 March 2026
Unprompted review
Reply from Samsonite Europe
Hi Dirk,
Thank you so much for your great review!
We’re glad to hear that, even after such intensive use, we could support you quickly with a replacement. Providing fast and reliable service — especially when it matters — is exactly what we strive for.
Enjoy your travels, and thank you for your trust in Samsonite!
Kind regards,
Samsonite Europe
Wheel base damage
I have a set of two hard suitcases. One check in size and one carry on size. after less than a few trips the one of the bases holding the wheel broke off of both suitcases. I did not expect this from samsonite.
6 March 2026
Unprompted review
Reply from Samsonite Europe
Hi Erdal,
Thank you for your feedback — we’re sorry to hear about your experience.
This is certainly not the quality we aim to deliver, especially after only a few trips. We understand how disappointing it must be to encounter issues with both suitcases.
To help you further, could you please register your request via our Supportandgo platform? There you can not only find available spare parts, but also submit a service request so our team can assess the issue and offer an appropriate solution.
Thank you for bringing this to our attention, and we hope to resolve this for you as quickly as possible.
Kind regards,
Samsonite Europe
Order spare parts
Thank you.. Spareparts were easy to order. The delivery was in tree days and korrekt. The mounting was also very easy. Thany you for support.
13 March 2026
Unprompted review
Reply from Samsonite Europe
Hi Muzaffer,
Thank you very much for your kind review!
Great to hear that ordering the spare parts went smoothly and that the delivery was fast and correct. We're also happy that the installation was easy for you — that’s exactly what we aim for.
Thank you for your support, and don’t hesitate to reach out if you need anything else in the future!
Kind regards,
Samsonite Europe
Samsonite carry-on suitcase cracked
Correction on-30.03.2026
Samsonite Germany send me a replacement Gutschein so i bought again luggage from theor web site. They accepted that there might be a production failure and it happened to me. This is very acceptable. Overall i am convinced that it was a misunderstanding and they want to keep their loyal customers happy. I am happy that the topic is solved and my trust in company renewed. Thank you Samsonite team.
——-
I bought a Samsonite carry-on suitcase in 2023 and unfortunately had a very disappointing experience with their customer service.
During a flight I tried to place the suitcase in the overhead compartment, which is exactly what a carry-on suitcase is designed for. While lifting it normally, I heard a click and the area around the handle mount cracked and broke. The suitcase was not checked in, not dropped, and not hit – it simply broke during normal use.
I contacted Samsonite and sent photos of the damage. Their response was that because the break happened during travel, they classify it as “transport-related damage” and therefore it is not covered by warranty. They also stated the suitcase cannot be repaired, but at the same time they refused any replacement or goodwill solution.
What surprised me most is that lifting a carry-on suitcase into the overhead bin is considered “external force” and therefore not their responsibility. In my view, this is exactly the type of normal usage the product should be designed to withstand.
I also explained that I have been a loyal Samsonite customer for years and never had issues before, but unfortunately this did not change their decision. The case was closed with the message that no further discussion would be possible.
For a premium luggage brand, I expected better product durability and much more customer-oriented service.
Very disappointing experience.
—
12 March 2026
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you for taking the time to share your experience, and we’re truly sorry to hear about this situation.
We understand how frustrating this must be, especially given your loyalty to our brand and your expectations of durability and service.
Our colleagues will review your case again and will contact you directly to discuss this further and work towards a suitable solution.
If you feel satisfied with the solution provided, we would kindly ask you to consider updating your star rating. Your feedback is very important to us.
Thank you again for bringing this to our attention.
Kind regards,
Samsonite Europe
Bad logistics
When I ordered my suitcase (Proxis) on samsonite.com, the system claimed an estimated reception date of the 10.03. After not receiving any update till the 10.03. I called the customer support, just to find out that the suitcase was not even shipped. The suitcase will not arrive by the date I needed it. Not a logistics that I expect when I buy a 500€ suitcase.
10 March 2026
Unprompted review
Reply from Samsonite Europe
Hi Andreas,
Our apologies for the delay!
We see that we had to manually check the delivery address, which caused a delay of one day in the warehouse, so your order couldn't be shipped on Monday, but only on Tuesday 10/03 and the delivery could only take place today, which we see has already happened now.
Kind regards,
Samsonite Europe
Amazing service
Amazing service! The wheels on my old suitcase were not spinning smoothly. I reported it online and received four new wheels for replacement without any discussion, free of charge, and could replace them easily myself. Now it’s as good as new again!
28 February 2026
Unprompted review
Reply from Samsonite Europe
Hi Birgitta,
Thank you so much for your kind review! We're really glad to hear that the replacement wheels solved the problem and that you were able to install them easily yourself. It's great to know your suitcase is rolling smoothly again and ready for many more trips. If you ever need anything else, we're always happy to help. Safe travels!
Kind regards,
Samsonite Europe
Worst company ever.
I have had nothing but problems with this company for four months. 24.11.2025. I returned the order because it did not meet my expectations. The package was returned to Samsonite on 03.12.25. Since then, I have been writing emails and calling, but have received no concrete answers. I have not received a refund for four months. In addition, the Polish branch of Samsonite responds to emails after three weeks each time. If you are counting on getting a response, you may have to wait a very long time, and the response will only be to keep you waiting. Phone calls end the same way: they say they will respond tomorrow, and tomorrow they do not even contact you. The worst company I have ever dealt with. Order PL00584937
3 December 2025
Unprompted review
Reply from Samsonite Europe
Dear Mariusz,
Thank you for your message and for bringing this matter to our attention!
We are truly sorry to hear about your experience and understand how frustrating this situation must be after such a long wait!
According to the information currently available to us, the returned parcel has unfortunately not yet reached the designated return facility or our headquarters in Belgium. For this reason, our logistics department will open a formal investigation with the courier in order to locate the parcel and ensure it is returned to us correctly.
We completely understand your frustration regarding the delay. Unfortunately, we are unable to process a refund for a return that has not yet been received by our return facilities.
Please rest assured that we will do our very best to follow up closely with the courier and speed up the investigation so our logistics department can determine what happened to the parcel and provide you with a proper resolution as soon as possible.
As soon as we receive any updates from the courier, the responsible team will contact you directly.
Thank you for your continued patience and understanding!
Kind regards,
Team Samsonite Europe
Good fitment but screws for wheels etc…
Good fitment but screws for wheels etc not needed as the old ones can be used.
7 March 2026
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you for your feedback!
We’re glad to hear that the replacement part fit well and that the installation went smoothly. Thank you also for your note regarding the screws — we appreciate you sharing this with us.
Wishing you many more great trips with your Samsonite suitcase!
Kind regards,
Samsonite Europe
Spare part service
The plastic hinge on our almost five-year old Samsonite came to the end of its lifespan. I was a bit disappointed in the bad durability of the part. At the Samsonite service website it was very easy to find the correct spare part. And it was shipped home free of charge, with the tools necessary to change part. In two words: Excellent service.
7 March 2026
Unprompted review
Reply from Samsonite Europe
Hi Timo,
Thank you for taking the time to share your feedback with us!
We’re sorry to hear that the hinge on your suitcase reached the end of its lifespan, but we’re very glad that you found the correct spare part easily on our service website and that the replacement process went smoothly.
It’s great to know that the free delivery and included tools helped make the repair simple. Providing convenient and reliable support is very important to us.
Thank you again for your kind words and for choosing Samsonite. We wish you many more great trips with your suitcase!
Kind regards,
Samsonite Europe
It has been impossible to contact…
It has been impossible to contact anyone at their website for assistance. A new purchase had a fault from purchase and Samonite have replied to my countless messages from an Ai bot and suggest I pay to return the bag to them and pay for a replacement/repair. The rucksack has a fault on the zip which means the laptop falls out which is a serious fault. This company have had zero communication and totally lost my faith in their products or their service. Do not purchase, they are no longer a brand leader.
2 March 2026
Unprompted review
Reply from Samsonite Europe
Hi Jenifer,
Thank you for bringing this to our attention.
We are very sorry to read about your experience and sincerely apologize for the frustration and inconvenience this situation has caused!
This is certainly not the level of service or product experience we aim to provide to our customers.
We would very much like to have your case reviewed again by the responsible department, together with our product and quality teams, to better understand what may have happened and see how we can assist you further.
Could we kindly ask you to contact us by email and share your order details and product information with us?
You can reach us at customer.care.es@samsonite.com
This will allow us to locate your case and investigate it properly.
Thank you in advance for your cooperation and understanding!
We look forward to hearing from you and working towards a suitable solution!
Best regards,
Samsonite Europe
Le service SAV de Samsonite est super…
Le service SAV de Samsonite est super performant!!! Vraiment top class
Mérite amplement 5*
6 March 2026
Unprompted review
Reply from Samsonite Europe
Bonjour,
Un grand merci pour votre commentaire et pour vos 5 étoiles !
Nous sommes ravis d’apprendre que vous avez eu une excellente expérience avec notre service après-vente. Votre satisfaction est notre priorité, et vos mots nous motivent à continuer à offrir un service rapide et de qualité.
Merci pour votre confiance et à très bientôt !
Cordialement,
Samsonite Europe
Turbo Parts!
After my inquiry, the defective parts were sent very quickly and I was able to repair my suitcase myself immediately. Thank you for the prompt response.
2 March 2026
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you for your feedback! 😊
We’re glad to hear that the parts arrived quickly and that you could repair your suitcase easily. Providing fast and convenient support is exactly what we aim for.
Wishing you many more smooth travels with your Samsonite suitcase!
Samsonite Europe
Spare parts
After a few years of heavy use, a hinge broke. They sent me spare parts for free in a few days. Wow that is excellent customer service. Thanks!
5 March 2026
Unprompted review
Reply from Samsonite Europe
Hi Rolf,
Thank you for your wonderful feedback!
We’re delighted to hear that we could provide the spare parts quickly and that you had a positive experience with our service. Providing fast and helpful support, even after years of use, is exactly what we aim for.
Enjoy many more trips with your Samsonite suitcase!
Kind regards,
Samsonite Europe
Great service.
Great service.
I've send a question regarding availabilty and costs of spareparts
and they have send me the requested parts within days and without costs.And this for a suitcase bought 12 years ago.
Difficult to top that service .
26 February 2026
Unprompted review
Reply from Samsonite Europe
Hi Paul,
Thank you so much for your wonderful feedback!
We’re delighted to hear that you had such a positive experience with our spare parts service. Providing long-term support for our products — even years after purchase — is something we truly value.
It’s great to know the parts reached you quickly and that everything met your expectations. Comments like yours mean a lot to us.
Wishing you many more years of smooth travels with your suitcase!
Kind regards,
Samsonite Europe
Great Costumer Service
Great Costumer Service! They always replied fast, offered different option the repair my luggage and sent the replacement parts for free! Really great!!
28 February 2026
Unprompted review
Reply from Samsonite Europe
Hi Fernanda,
Thank you so much for your kind words! We’re delighted to hear that you were happy with our customer service and that our team could assist you quickly and offer suitable repair options.
It’s great to know the replacement parts reached you smoothly. We truly appreciate your feedback and your support!
Kind regards,
Samsonite Europe
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