Samsonite Reviews 614

Excellent service following travel-related damage to one of the wheels on my mini suitcase. Called the support phone number, received clear directions to identify the correct part that needed replacing, added my details to the website order form and the new part arrived, totally free of charge (still within 2 year guarantee), less than a week later. Really impressed!!

After 15 years of extensive use one of the hinges were near to brake, just when I returned from Asia. Not to think it fails during the trip. At home I found easily the requested spares in the Samsonite App. The pricing is absolutely fair and the delivery time is surprisingly very short. I have lot of suitcases, but none will live longer and is maintained easylier

A wheel fell off my case which is a few years old. I contacted customer services who were super helpful and sent me a replacement wheel with parts by return - all free of charge.
Saved me buying a new case and brilliant customer service - delighted!

I have had a couple of Samsonite Magnum eco spinner cases for 3+ years now. They are light and easy to manouvre whilst also being very durable. Recently, the lock mechanism broke on my medium case. I went on the Samsonite website and requested a replacement part - and within a matter of days it was shipped out to me free of charge. The part was really easy to replace and my case is working perfectly fine again. Great product and great service.

I have had a TUMI wheeled carry on bag for several years now. Not a spot of bother. I have been all over the world with it. On a recent trip to Kuwait I LEFT THE SHIRT CARRIER IN MY HOTEL ROOM, Well I was leaving at 330am. Thankfully a colleague carried it back to the UK for me; my son met her at Heathrow. Joy. then after several hotel nights away again I came home to find NO SHIRT CARRIER. What to do? I emailed TUMI CUSTOMER SERVICES - almost IMEDIATELY OMAR responded - I sent a photo of the data strip - "yes we can send you another insert". BRILLIANT. How much I asked? "Free of charge". I could not believe it. THANK YOU TUMI AND SAMSONITE. My travel bag is now complete again for summer and future travels. I could not believe it. I don't normally do these reviews but Samsonite really went above and beyond on this one.

Good morning.
Todaybwe were unfortunately impressed of the cost os Samsonite spare parts.
We own a cabin luggage trolley Samsonite S’Cure 4 spinner wheels, which we love. Due to wear, we need to replace the 4 wheels, o the basis we would like to reuse the product rather than scrap it and buy a new one. Let's call it sustainable approach.
When we checked at your official supplier, the replacement of wheels cost 60% of the value of a new cabon luggage (i.e. 80 GBP compared to 140 GBP of a new item).
How can Samsonite declare a sustainable policy that forces consumer to through usable products away due to its astronomical pricing policy of the components?
Really didappointed on what I thought a sustainable company with European production ( which is not also 100% true!!!! ).
What options do we have to buy 4 replacement wheels at a reasonable cost and where?
Would Samsonite declare its expensive spare part strategy as part of its non sustainable policies?
Cheers.

Absolute waste of money. My cabin bag developed a major fault within months. I took it back to the Livingston store where the service was dismissive at best. They kept my bag for weeks just to tell me they wouldn’t honour the warranty. If you’re looking for a bag that lasts—and a company that stands by its products—look elsewhere. Avoid.

As a pilot I am travelling A LOT and my hardshell Samsonite spinner is my loyal companion. In and out planes, taxis and other daily stresstests, I had no fails for the past few years. Resently the extension handle got cracked on the plastic part.
Replacement was sent and received within a few days. The exchange/repair was absolutly easy done within minutes (basically 4 screws) and I am back on the road with the joy of a brandnew handle.

These people are just the best! Their products are very top quality and their aftercare service is such that I cannot imagine ever going anywhere else. I may leave my children the cases in my will!

Bought a backpack described as water resistant but unfortunately it doesn't resist any water or rain even for several minutes!
Why describe bag as water resistant when it doesn't?!

Customer service agent was rude and dismissive, tried very hard not politely to convince me that there is nothing wrong with the product and water resistant bags doesn't mean waterproof! When failed she asked my phone number to call me and try the unprofessional way, and yes it was horrible conversation and the agent was so unhelpful and very disrespectful.

If a bag couldn't resist water and stop water or rain from getting inside and damage the bag contents, Samsonite should explain this to customers on their products pages in the description box.
The unfriendly, unprofessional customer service was not expected from a big well known company like Samsonite!

Absolutely terrible. First they delayed my order because they couldn't find my address even though they had my postcode, then when i received the item the instructions where almost like "hidden" within the luggage, could not understand why. Then the instructions themselves were terrible. Just five badly illustrated diagrams some of which were unidentifiable in the luggage. Overall absolute zero

Samsonite Switzerland - Best customer support ever!

Consistently high, very fast response time, reliable deliveries, generous handling of customer complaints. And… you deal with real persons and no non function able chat bots - a big wow !!

Very disappointed with both the quality of my Samsonite bag and the customer service that followed.

I purchased this bag less than a year ago (around 8 months), expecting a premium product given the price. Unfortunately, the stitching on the front has already come loose, which is not what you’d expect from a brand with such a strong reputation.

What’s even more frustrating is the lack of support when trying to resolve the issue. I was simply told to send the bag away for inspection at my own cost, with no consideration for the fact that I rely on it for upcoming travel. There was no flexibility, no alternative solution offered, and no real sense of accountability for what appears to be a fault in the product.

When you pay a premium, you expect not just quality, but also a level of customer service to match. Sadly, this experience has fallen well short on both fronts.

I won’t be purchasing from Samsonite again based on this experience.

Perfect warranty service! No questions, no issues, just delivered quickly the spare parts. Excellent service

Purchased a case with a five year guarantee and I have to say the whole process of returning or repairing a faulty item is ridiculous. They told me I had to go all the way to London to Oxford Street to drop it off, or pay £15 for collection.

They repaired it and within two months it had broken again.

Not good customer service at all. In my opinion if you experience this level of customer service, there’s only one way the company will be going. Won’t be buying again .

Followed the instructions on the warranty card and received a replacement wheel free of charge to keep my old duffle bag going - fantastic service and delighted with the environmentally conscious approach.

I had my keys stolen !! including the only key for my beloved 20 plus year old Samsonite suitcase.
contacted customer services and the delightful Naz arranged for a new key to be sent out to me FREE OF CHARGE ...
what a result / I am delighted and my sincere thanks to the team at Samsonite for exemplary customer service. Wow .. wish all my customer service dealings with other companies were as enjoyable!!

I am so impressed with the service I have received - all online - but nonetheless I feel very valued.
My large Samsonite Firelite Spinner, recently lost a wheel after 10+ years of fairly heavy use. I looked online (Amazon etc) to get a replacement. Replacement part was c.£40gbp. Not too bad considering the price of a replacement case, but still £40…
I went on the Samsonite website which suggests Amazon and Aldridges for spare parts, however, it also gives an option to “create an account” which I did. I then entered my serial number from the case, selected the part I needed, then checked out. Zero cost.. not a penny..
Ordered Tuesday, delivered Friday by UPS.
My 10+ year old case now looking great again.
Thanks Samsonite !

I can’t stand throwing things out if they are mendable - knowing that Samsonite cases come with a lengthy warranty period I decided to try it out - registered my cases with an account and ordered some replacement wheels for my case. They arrived in two days and were so simple to fit. Thank you.

Faulty retractable handle replaced with no quibble and no cost. First class service. Thank you Samsonite, you’re amazing! I have the Upscale cabin bag with USB connectivity, love it, so pleased I could get it fixed.