Tripp Luggage Reviews 

Very poor customer service – warranty claim made unnecessarily difficult

Very disappointed with Tripp’s customer service.

I purchased a Tripp suitcase with a 5-year warranty, so I expected that reporting a fault would be relatively straightforward. Unfortunately, the process has been extremely frustrating and time-consuming.

Despite already providing photographs and videos showing the problem, I have repeatedly been asked to provide yet more photographs and videos. It feels as though the emphasis is on making the customer jump through hoops rather than simply dealing with a genuine warranty issue.

I have now spent far too much time providing information about a straightforward fault. If a product is sold with a 5-year warranty, customers should be able to reasonably expect that Tripp will stand behind that warranty and deal with faults efficiently.

The quality of the product may be one thing, but the customer service experience has been very poor. I am still waiting for the issue to be properly resolved.

Very disappointing, and certainly not the level of customer service I would expect from a company selling products with a 5-year warranty.

Ordered 2 suitcases, unfortunately I ordered wrong size, Reordered correct size & contacted TRIPP CUSTOMER SERVICE as advised on Tripp website to return the wrongly ordered items. The answer was less than satisfactory. I was informed that the carrier they used had to be replaced & this was the issue.. the original carrier ceased trading 9 months ago. They have new carrier ( a very efficient one). But when I brought this to the customer service agent attention, the response I got was to repeat the same email 4 times. No one replies & Tripp have done nothing to facilitate a refund or return as is stated on their website…

Brought 2 suitcases, one suitcase would not unlock , refused to open at all . Went back with receipt, which states refund or exchange is 28 days. They refused to give exchange or refund and said we must of tampered with lock, all we did was try to set our code. After waiting while the manager tried to open it , she came out and gave exchange . The suitcase lock was faulty from the start. Shocking customer service, misleading about refund or exchange. My advice do not buy from TRIPP.

My wife purchase a new Tripp case for our recently holiday. Case looked fine, but the portable handle was broken. We’ve been trying to get hold of Tripp to raise a quality issue and obtain a replacement or refund. They simply ignore all correspondence, even though we have received the “enquiry received” email.

I’ve no doubt they will comment on this with “email us” but they have frankly ignored all correspondence prior to this which is leaving us with no choice than raising with our credit card company to resolve. Which is very disappointing.

So very wary folks, the “5-year guarantee” is worth nothing if you can’t speak with them. You are also on your own and rolling the dice if you order from them as they will not respond.

As requested our order number is T273313648

I bought 2 suitcases which was me at to delivered within 5 working days I have received my order and no messages or email from them extremely bad customer services I am travelling on the 1august and have not heard nothing about my suitcases

Bought suitcase got express delivery . Suitcase arrived in a flimsy cardboard box which was open the case had no protection wrap around it . Unpacks case to discover no padlock in the case . Phones customer service told the situation to Sasha explained I can’t use the case without a lock she said she’ll post one out I said I needed the lock asap or I couldn’t take my case on my pending trip ( hence paying for the express delivery ) Sasha then started interrogating me saying would I be taking my case on the plane ? As I could use it without a padlock ? Do you not have a padlock
In the house you can use ? Also can you not keep your suitcase beside you then you wouldn’t need a padlock ? I was Absoloutley disgusted at her attitude . She is a disgrace . Told me I would not be getting any refund for the delivery as the case was delivered . Then she said I can offer you one pound . I could not belive what I was hearing . I will never buy from Tripp again ( I’ve used Tripp all my life for cases ) first time buying online though , and was given the 3 rd degree and told I didn’t need a padlock . Oh and padlock was never sent out . ORDER No
Is T273375422

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.

Bought a suitcase, had it delivered, so far so good .
I decided it was to large for my needs so decided to return it
I tried to log on to the website to get a return label ,but it wouldn't recognise the password. I requested to change the password NO REPLY.
I decided to phone them 4 times to be told I was number 1 in the queue was then cut of 4 times after 15mins
Absolutely shocking customer service.
Still waiting on someone to contact me .

Purchased a large suitcase purely for use to go to Australia, and only on the second use the wheels feel apart wheeling into airport for departure!!! I would avoid company as it seems they DONT cover wheels under warranty and fit poor quality wheels to all their cases, Tripp use fair wear and tear as the loop hole even though if this was taken to court or a tribunal fair wear and tear is not a justified excuse when it's the second use product breaks. This company is scamming people, charging money for a faulty products knowing the wheels will break as they are cheap and they will just use an unjustified loop hole to get out of replacing or refunding.

First order and delayed delivery poor first experience

AVOID, AVOID, AVOID!!
Bought a new ‘Escape Suitcase’ 2 weeks ago as my other suitcase was 20 years old and looking a bit shabby. Travelled to Spain and back and the case now has a big dint in it that I can’t push out!! Obvs not fit for purpose, faulty and lacking in quality in my view. Took it back to shop and they took no responsibility advising to claim off the airline!! This gives Tripp the green light to manufacture as much cheap rubbish as they like and then the airline foots the cost. Any airlines out there should start monitoring how many claims they get from Tripp suitcases and start to hold them to account!!

Our suitcase arrived. I opened the box to find the suitcase unzipped with the protective wrapping which should have been around the outside of the case, stuffed inside instead. Scuffs on the case (presumably during shipping as no protective wrap around it) and wheels looked grubby. Contacted tripp.. a number of times before they even decided to reply to me. They took so long in coming back to me that I didnt have time for them to send a replacement out to me. It's getting returned tomorrow and a new case from Amazon is arriving instead. Avoid this company. Customer service was not good, even when they did decide to reply to me!

Bought a flight/travel bag end of may used it once had problem with stud fastener on handle reported it to Tripp who I have say answered my complaint very quickly took just over a week to solve by sending me a new bag very happy with service

I purchased the Tripp Retro Large Suitcase and Cabin Case in February during a sale for a recent Jet2 holiday, and overall I've been very pleased with both.

One of the standout features is the four-wheel design on each case. I was able to wheel them flat side-by-side through the airport, making them incredibly easy to manoeuvre together, even when travelling with family. Essentially giving me a free hand to get passports and boarding passes etc when needed.

The TSA locks worked exactly as intended, and I experienced no problems with the zips throughout the trip. The telescopic handle on the cabin case does occasionally stick, but only now and then, and it always comes out after a couple of attempts. I've never owned luggage that's been completely perfect, so this wasn't a major issue for me.

The Retro design also made the cases very easy to spot on the luggage carousel. I noticed plenty of other travellers using Tripp luggage during my journey, which speaks to the brand's popularity.
The cabin case passed check-in for carry on without any issues and fitted perfectly in the overhead locker.

My only real criticism is the weight of the large suitcase. The generous size was actually a benefit, as it allowed me to pack everything comfortably without cramming items in. However, despite not carrying anything particularly heavy compared to the rest of my family, it ended up being my heaviest case and the closest to the airline weight limit.

Both cases fitted easily into the car boot, travelled well, and performed exactly as I needed them to. Overall, I'm very happy with the purchase. The occasional sticking handle and the weight of the large case prevent me from giving 5 stars, but I'd still happily recommend the Tripp Retro range and would buy Tripp luggage again.

This should not even receive a 1 star. My second trip with the flight plan large and the top came apart, showing the inside with our belongings, on the trip to our vacation. The company would NOT do anything about this or cover the damage to their poorly made product. DO NOT buy this brand!!! My Jeep luggage lasted 20years. I've emailed and given the Macy's order number multiple times. Find a different brand or a company that actually helps.

I purchased 2 large suitcase from Tipp because on their website they said you have a 5 year guarantee within 3 month one of the wheels came away. I contacted Tipp to get a replacement Wheel, only to be told that the it was wear and tear absolutely rubbish. I tried to buy new wheels Tipp said they didnt have any spares wheel for my suitcase. We’re now left with 1 perfect suitcases no longer usable. This is ridiculous. You would think they would stock spares, you would be able to buy the parts.

The guarantees with Tipp is not worth the paper it’s written on has anybody had a replacement suitcase covered by the guarantee from Tipp???

I’m extremely disappointed with the way my complaint has been handled.
The zip pull on my suitcase came off after only three uses, which is completely unacceptable for a product that is meant to withstand regular travel. When I contacted customer services, I was told that this could not be covered under the guarantee because, in their view, a zip pull can only come away if it has been pulled with force or if the metal clasp has been opened. I strongly disagree with this assumption. The suitcase has only been used three times and has been used exactly as intended.
What makes this even more frustrating is the inconsistency in how my claims have been handled. On a previous occasion, I was provided with a replacement suitcase, yet this time I am being told the issue is not covered and am only being offered a replacement zip pull. If the company believes the damage is due to misuse, then why was a replacement suitcase provided previously for a similar issue?
I also requested that my complaint be escalated and was advised that a senior team member would review the matter and respond within five working days. I am still waiting for that response, which has only added to my disappointment.
A suitcase should last far longer than three trips, and customers should be able to expect fair, consistent treatment when issues arise. Instead, I have experienced delays, contradictory decisions, and a warranty process that appears inconsistent.
Unfortunately, this experience has completely undermined my confidence in both the product and the customer service, and I would think twice before purchasing from this company again.

Avoid like the plague.
Bought a brand new suitcase, first use - zip broke at airport while loading onto belt. Had to lay to get it shrink wrapped otherwise airline wouldn’t accept.
Followed with Tripp who claims a broken zip is not covered by their mystical 5 year guarantee. The agent / their only - Sasha Gaskell was awful to deal with and zero clue apart from claiming the zips fix themselves!!!!

Very disappointed with the service & delivery via DPD paid for a set of 4 different size suitcases said to have been delivered to my neighbour called Dave! There is no one called that, just a single lady who was out at work at the time..I have lived nxt door to her for 26yrs & i know for definite those suitcases were not delivered there! So I've therefore paid for suitcases & got nothing! Customer service aren't going to do anything about it! Great...your courier & customer service needs looking into! Soo disappointed...

ENQ466653
This company are not very helpful when something goes wrong with wheels on the case. We purchased a case last year, used once and the wheels are not turning properly. Sent in a request to get issue resolved and they keep asking for additional information. Can Tripp please get this issue resolved or sell your suitcases without warranty.
NOT HAPPY GETTING THE RUNAROUND FOR ISSUE THAT SHOULD BE COVERED BY WARRANTY.