Samsonite Reviews 613

Ricardo was fantastic. Whilst I was only looking to replace one back wheel as they were no longer in production (the warranty was expired) all were replaced but I was only charged for what I needed (£9). I found this to be really fair. It took one hour. And he was professional, friendly, fair and kind. I’m really happy with the experience and would recommend Samsonite due not only it’s good looking and functional luggage but also due to its great team and after care.

Stuck mid-trip with a broken carry-on handle. Brought in an old, US model soft case. Unsurprisingly, they didn’t have the replacement in stock, but Riccardo was an absolute gent, finding a close enough part and getting it to fit so that I could continue my journey. Super-courteous, good humoured and professional. Thank you!

The zip had broken on my American Traveller suitcase and soon as I walked up to the repair studio Riccardo set about fixing it. He was friendly and managed to fix it in a matter of minutes. A 5 star experience

Ricardo and Chez fixed my broken luggage’s within the hour
Excellent service 👍

I contacted these excellent people when I needed a part for my very old, hard shell Samsonite case. I’d previously looked at the Samsonite site online but without a serial number I was struggling to obtain the part I needed. So I reached out to the team in Oxford Street, sent them a photo of my ancient case and they very quickly found the part and sent it to me.
All messaging was quick, personable and very helpful. My wife and I go to the USA in less than two weeks and the help I received from the team at Oxford Street has helped with our travel plans hugely. Special shout out to Chez who was my main point of contact, and Rowan who was hugely helpful over the phone.

*UPDATE*

To summarise ..

My wheeled duffle broke on only its second outing - less than 12 months old.

Very difficult to get hold of anyone. Live chat always seemed to constantly have no one available. No phone number anywhere. I did finally get an email, but slow to respond.

The closest place to have it repaired was nearly 80 miles away.

They tried to charge me £15 to have it returned by post.

When examined, found to have a “quality defective”.

Unable to replace with a like for like, so tried to palm me off with a completely different bag that was nothing like the shape/size of my original.

I was unable to select an alternative of my choosing.

Despite not being able to replace, they were initially only offering a voucher.

It took nearly 2 months to resolve, but I did eventually a cash refund. Given the stress and effort on my behalf, I very much regret this purchase and feel their warranty/customer service is pretty ropey.

Finally, the reviews on here are very interesting. The highest categories are 1 star and 5 star, which in itself is weird; why so polar opposite. I also note the 1 star reviews cite very similar issues around poor quality and customer service, whilst a disproportionate number of the 5 star reviews seem to be from individuals who have never reviewed before, which is often a sign of fake reviews, but I’ll let you make your own minds up.

An airline had lost my wheel from my over decade old Cosmolite suitcase but luckily my mother had told me that there was a Samsonite store which also had a repair shop right opposite John Lewis on Oxford Street. No appointment needed, too! I dropped in at around 2pm, and I had a notification that my repair was complete a couple of hours later and for the low price of 9 pounds! (They said they'd have it fixed by the end of the day since they had the part in stock.) Their staff and friendly and knowledgeable and also took a look at my zip, too.

Rowan has been the most helpful, professional and nice person I could have expected to find at Samsonite repairs in Oxford Street. He is a jewel, keep him.

Poor quality materials.

Recently replaced my 30 year Samsonite with a new Essens 75cm spinner in black.

How disappointing a product it is. After one flight the case was incredibly damaged and looked like it had been run over to start with. The out case materials have gouged, scratched and scuffed so badly. The hinge area the metal has come through . The extending handle is about all that looks fine. Samsojite claim it is the airlines fault . As I stated the case should not have cracked or compressed in the way it has if it was a strong Samsonite case as they are proud to sell and market.

Customer service automatically not accepting any responsibility about the damages. A case like that should withstand travel and poor handling.

Such a shame as I won’t buy again from them and have requested it to be collected.

In essence don’t buy it as you’ll be sadly disappointed unless this is a one off issue.

Superb service from chez and the team. My overused case handle broke but under warranty was fixed and replaced in a ten minute trip to the Oxford St store. The guys were charming and extremely helpful and we even bought a backpack as well due to the relaxed service given. Excellent!

Chez was most outgoing, helpful, we corresponded by WhatsApp in advance, he ordered new bag and was ready for collection when I arrived. Every capital in the world should have a similar repair shop. Great asset and service Samsonite has in London for it's clients

My suitcase was damaged by Wizz Air and Riccardo did a brilliant and efficient job fixing the handle. Thank you so much!

Terrible service. My case handle has broken after 8 months Received an email stating I have to send it for repair at my own expense! Not what I expected from a Samsonite 10 year guarantee.

I went to Samsonite on Oxford St. for my old XL Composite 2008 luggage. One of its wheels and zipper were not working. Not only did Riccardo reply my endless questions patiently, but also he did a wonderful luggage “makeover”. My old luggage will accompany me during my travels for couple of more years I guess :) Highly recommended!

Good accessible location by public transport. No fuss and collected suitcase after doing some shopping in London. Excellent service.

Samsonite is the best!!! I’m never buying any other luggage again. I’m sorry that I didn’t take the names of the persons that assisted me so that I can single them out but they know who worked at Oxford St yesterday morning. They made every effort to replace the broken wheels on my suitcase and when that failed they were happy to confirm that my warranty was still valid and facilitated my purchase of a new and dare I say better suitcase than the one I came in with. It’s rare to go to a repair shop and leave happy and thoroughly satisfied by the experience.

Samsonite’s staff are professionals and offer a first rate service. Kudos!!!

I went into the repair studio in Oxford St, was attended to by Riccardo.
So professional in his approach and honest, which is a breath of fresh air.
Thank you for your help brilliant

Riccardo is very helpful and profesional
We recommend !

Riccardo was very helpful. Repaired on spot. Very professional.

Lovely folks at this repair shop, Riccardo repaired a broken wheel on my Samsonite suit case. It’s as good as new now. Really like how they care about their existing customers.