I bought an American Tourister Fast Forward suitcase and the first item arrived with internal defects. I requested a replacement, but unfortunately the second suitcase arrived with internal defe... See more
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Bought a bag with a tag on it stating"I fly for free". My first trip with it and I was asked to check its size and the bag did not fit! The wheels made the bag too long to fly free. Very disappointed... See more
Company replied
I am very disappointed to American Tourister's products. I had bought 2 items, Funlight Disney Spin 55cm, pink, and Bon air spinner 75cm, deep turquoise. Firstly the colour is a lot of deeper than I... See more
Company replied
recently bought an American Tourister memory foam neck pillow, and the experience was extremely disappointing. After opening the outer cover, I checked the foam inside and found multiple holes and... See more
Company replied
Company details
Written by the company
Discover the latest American Tourister Suitcases and Luggage. Locate a store near you or shop online and enjoy free shipment.
Contact info
United States
- www.americantourister.eu
2.4
Poor
507 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 83% of negative reviews
Typically replies within 1 week
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Refuse to Refund
Let this be a warning to anyone thinking of buying a suitcase with this brand. After purchasing a new FlyTwist Spinner case. I went on 1 trip via train. I came back with marks all over the case. The quality is so poor with these cases, even compared to Amazon basics or John Lewis branded. These are worse. I requested a refund within my rights, they have refused.
My warning is if you are desperate for a poor quality American Tourister case, purchase it through a retailer like John Lewis, as they have decent customer service and will refund you. This company also has a 14 day policy, this is intentional as they know how bad the quality of the cases are. I wont be purchasing anything from them again.
11 November 2025
Unprompted review
Reply from American Tourister
Dear Ken Gray,
Thank you for your order and for taking the time to share your feedback with us.
We are truly sorry to hear about your experience and for any inconvenience caused with your new suitcase!
This is certainly not the experience we aim to provide.
We would like to reassure you that your case is currently under review with our management, quality, and product teams.
The details you have shared are being carefully assessed to determine the most appropriate next steps.
Please rest assured that we will come back to you as a matter of urgency as soon as there is an update or a possible resolution.
We sincerely appreciate your cooperation and patience while this review is ongoing!
Thank you again for bringing this matter to our attention.
Kind regards,
American Tourister Europe
Super fast and risolutive support on…
Super fast and risolutive support on quality products
13 December 2025
Unprompted review
Reply from American Tourister
Hi Alfredo,
Thank you for your great review! We’re delighted to hear that our support was super fast and effective, and that you’re satisfied with the quality of our products. We truly appreciate your feedback and your trust in us!
Kind regards,
American Tourister Europe
I ordered a set of luggage in November
I ordered a set of luggage in November, due to arrive early December. It still has not arrived - American Tourister tell me it’s nothing to do with them which confuses me a lot as I bought it from them - surely it’s their responsibility to make sure I receive the luggage. Customer service are very rude, respond only with stock answers and don’t actually answer the question I ask. When will I receive the luggage?
Update- 15th December - still not here, after speaking to customer service “maybe” it will arrive early next week!
Edited based on American Tourister’s reply - customer service have apologised to me this morning as UPS have sent it to the wrong address - it’s concerning that you are trying to blame me for your mistakes.
29 November 2025
Unprompted review
Reply from American Tourister
Hi Lo,
We are sorry to hear that the package was not delivered to your preferred address, and we apologize for the frustration this has caused, leading to the one-star review.
When an order is placed, our automated system defaults to the shipping address provided and verified by PayPal to ensure buyer protection and prevent fraud. This is a standard procedure across many platforms.
We shipped to the address we received directly from your PayPal account.
We understand this is inconvenient. We would be happy to discuss the best way to resolve the delivery issue for this specific order. Please let us know if you would like to arrange for a reshipment (if the item is returned to us) or explore other solutions.
Kind regards,
American Tourister Europe
Hands down, worst experience (and still ongoing)
Where do I even begin?! I bought a Large suitcase in their black Friday sale. I was emailed with a delivery date from UPS, stayed home all day, no delivery, yet I received an email saying "attempted delivery" and they will attempt the next day. I waited the next day, the UPS man arrived (I saw his truck) he buzzed my apartment, I let him in and said, "Level 2" on the intercom. He never came up, instead he left a note in my letterbox "attempted delivery" and on the third day, no delivery attempt but an email saying "attempted final delivery" (and yes, you have the correct address). I have called American Tourister twice, who told me they would sort it, still nothing a week later. I called earlier and after 14 mins on hold I was disconnected, I am now 6 mins into my second call to see if anyone can help me. I genuinely cannot decide who has worse service, American Tourister or UPS. My only regret is actually spending my money on their products.
8 December 2025
Unprompted review
Reply from American Tourister
Hello Kelly,
Our sincerest apologies that this experience with UPS and American Tourister hasn't been as expected.
We assure you that our agents are in contact with UPS to solve your issue, but sometimes it's not an easy fix and it takes some time to be solved.
Of course it's not acceptable to be cut of while your on the line and we will speak to the responsible agent to make sure that this doesn't happen again.
Again our sincerest apologies!
Kind regards,
American Tourister Europe
Very Disappointed — Poor Quality Neck Pillow
recently bought an American Tourister memory foam neck pillow, and the experience was extremely disappointing. After opening the outer cover, I checked the foam inside and found multiple holes and black dot–like marks. It looked unhygienic and completely unacceptable for a new product.
For a brand like American Tourister, I expected much better quality. This really broke my trust. I strongly recommend others to avoid buying this neck pillow. Please check the product thoroughly before purchasing.
And now they will comment back that send mail to this and that email . But they will not reply u . Worst experience ever not replying from 2 days . Never buy from them
8 December 2025
Unprompted review
Reply from American Tourister
Dear Tawkeer,
Thank you for bringing this to our attention. We sincerely apologize for the disappointing experience you had with your American Tourister memory foam neck pillow!
This is certainly not the standard of quality we strive to deliver, and we understand your frustration.
Could you please provide your order details and location by contacting our local team on service@samsonite.com or customercare@quadrantconsumer.com?
We would like to review your case further and work toward a proper solution.
Many thanks in advance for your cooperation, and again, our sincere apologies for the inconvenience caused.
Best regards,
American Tourister Europe
Large American Suitcase was returned to…
Large American Suitcase was returned to Tourister after using twice as lost a wheel at airport but did not find until returning home. Tourister will not replace wheel as airports fault and they do not have spare wheels which I can buy
Very poor customer service considering I bought a set of 4 which is now a set of 3
1 December 2025
Unprompted review
REPLACEMENT WHEELS
The wheels fell off so I ordered a replacement. Sadly the ones which arrived were for the wrong side of the case. I contacted them and a correct replacement was quickly sent at no cost and they didn’t want the wrong wheels back. Superb service. VMT
4 December 2025
Unprompted review
Reply from American Tourister
Hello Clive,
Thank you for sharing your experience! We’re glad to hear that the correct replacement wheels reached you quickly and at no cost. We appreciate your understanding regarding the mix-up and are happy that our team could resolve it right away.
Thanks again for your kind words!
Kind regards,
American Tourister Europe
Poor quality - don't touch
I am disgusted by their online service. Put in the details to obtain spares and told it's out of warranty (just over 3 yrs) and I cannot get them!! The design of the zips on our American Tourist 79cm suitcase are poor (clothing zips have better designs and strength), and the metal is a weak quality. Both 'zip pulls' have snapped off, and this is in our hands....not due to airport handling. Wouldn't buy again and would expect more from Samsonite being the parent company ..
30 November 2025
Unprompted review
Reply from American Tourister
Hi Debra,
We’re sorry to hear about your experience and appreciate you taking the time to share your feedback. We’d like to understand what went wrong and see how we can help. Could you please share more details with us by emailing repairstatus@samsonite.com? Our team will be happy to look into this and assist you further.
Kind regards,
American Tourister Europe
Good after-sales service
The zipper pull on my American Tourister suitcase broke. Since the suitcase was under warranty, I reported the damage on the American Tourister customer service website (supportandgo.com). The repair and the round-trip shipping of the suitcase were covered free of charge by customer support. Excellent!
13 October 2025
Unprompted review
Reply from American Tourister
Hi Laurent,
Thank you very much for your kind feedback! We’re delighted to hear that our after-sales service met your expectations and that the repair process was smooth and hassle-free.
It’s great to know your American Tourister suitcase is back in use — we’re happy we could help get you travel-ready again!
Best regards,
American Tourister Europe
Spare part (a wheel) sent to me free of charge!
One of the 4 wheels on my suitcase was broken. I used the web form to order a spare part to replace the broken wheel. Som weeks later a new wheel appeared in a letter in my mail box, absolutely free of charge! I have now replaced the broken wheel, and my suitcase works fine again!😊
28 October 2025
Unprompted review
Reply from American Tourister
Hi Jan,
Thank you so much for your wonderful review – we’re so happy to hear that your suitcase is rolling smoothly again! We're glad the spare part arrived safely and that everything worked out perfectly. Thanks for taking the time to share your experience – it really means a lot to us!
Best regards,
American Tourister Europe
Compliments
Easy to select and order the correct sparepart.
Extends the lifetime of the product and contributes to a green planet. This company does the talk and walk and not only the greenwashing talk. Compliments
23 October 2025
Unprompted review
Reply from American Tourister
Hi MB
Thank you so much for your kind words and thoughtful feedback! 🌿
We’re delighted to hear that you found it easy to select and order the right spare part. At American Tourister, we’re committed to creating durable products and offering repair solutions that help extend their lifetime — reducing waste and caring for our planet.
Your recognition truly means a lot to us. Thank you for your trust and support.
Kind regards,
Samsonite Europe
Samsonite great service
Mine 15- years old Samsonite suitcase (wheel) was damaged during one of our travels. On the Samsonite site I ordered a new wheel with the code of the suitcase.
A few days later I received the new wheel without paying anything. Very good service Samsonite !!! Thanx
11 October 2025
Unprompted review
Reply from American Tourister
Hi Wim,
Thank you so much for your kind words!
We’re happy to hear that your 15-year-old Samsonite suitcase is back on track with a new wheel. It’s great to know that our spare parts service worked well for you and that you received the replacement quickly.
Thanks for your trust in Samsonite — and safe travels wherever you go next!
Best regards,
Samsonite Europe
Wheel broke after 2 years and impossible to replace
After only two years of owning this expensive trolley bag, one of the wheels broke. I thought I could repair it as I kept the receipt, but the company asks for a warranty document even for exchanging parts. Unfortunately, I have never received such a document with my purchase - I have kept the receipts in a sealed bag inside the bag till this day, as these were the only "documents" I received with my purchase, and I thought I would need to show these in case of damage. I bought the bag at caseluggage inside Gatwick airport. Now it seems that, because of this, I cannot repair the luggage, and I will have to waste more money and further pollute the environment by buying a new trolley bag. Which will definitely not be an American Tourister bag.
4 October 2025
Unprompted review
Reply from American Tourister
Hi Giulia,
Thank you for your feedback, and we're truly sorry to hear about your experience.
While we understand how frustrating it must be to deal with a broken wheel, we’d like to offer a simple solution. You can easily order replacement parts via our service website, Supportandgo. All you need is your product ID, which you’ll find on a white label inside your trolley bag.
We appreciate that you’ve kept your receipt, and while a warranty document is typically required for warranty claims, you can still purchase parts directly without it. Our goal is to help you extend the life of your product and reduce unnecessary waste.
If you need help locating your product ID or placing an order, our customer service team is happy to assist.
Kind regards,
American Tourister Europe
Broken handle
Inside of the telescopic handle broke on the second use, this has been sent away for repair but really should have been replaced under the warranty
26 September 2025
Unprompted review
Reply from American Tourister
Hi Martin,
Thank you for your feedback, and we're sorry to hear about your experience. We would like to investigate this further. Could you please send us more details about your case, including proof of purchase and photos of the damage, to repairstatus@samsonite.com? We hope to restore your confidence in our brand.
Kind regards,
American Tourister Europe
purchase a suitcase online via a…
purchase a suitcase online via a department store use the suitcase twice however the second time the world came off.
I have contacted American tourist which is/Samsonite customer service services and to my surprise they said they can't do anything about it due to the case no longer available and parts no longer available however the suitcase is still selling online on various websites even though it has a warranty they won't honour this... they have advised me to go back to the department store that I purchased it from which is actually fenwicks, so this will be interesting to see what they have to reply back to me in the meantime the customer service is absolutely shocking especially for a suitcase that you pay so much for(180.00) for one case is ridiculous and only been used twice!!! I would not recommend them. The customer service is lousy and they just fob you off
16 September 2025
Unprompted review
A bit of work but it makes my suitcase live longer
The first wheel broke after 1 1/2 year. This was luckily in guarantee time. However the spare wheel came with wrong colour, wrong tools for replacement and wrong screws.
Hi I do not know where to answer. This would indeed be nice if you could send me 4 wheels of the same colour. The replacement requires two types of screws. 1 screw of one type and two screws of another. I got three times the same screws.
Indeed it would be great if you could follow-up in such a nice way.
Thanks, I used the old screws again after cleaning them from a rubber cover that was sticked on top of them.
4 September 2025
Unprompted review
Reply from American Tourister
Dear customer, sorry to hear that you have faced damage to your American Tourister luggage. We have checked your order details. in some cases, for repair purposes, we provide parts in neutral black / grey instead of the original colour. Your original wheel has a yellow finishing and neutral grey was indeed sent to you. Would you prefer us to send you another 3 wheels in black/grey so that you can replace all 4 wheels? If yes, please let us know and we will organise it.
I am surprised to hear that you received the wrong screws as they should allow you to replace the wheel. Can you confirm it is not possible to use the screws which you have been sent (part number 1075290)?
thanks for a short feedback
Hi,
We made an order for 3 extra wheels, 628797297. About the screws, has this been solved in the meantime? If not, please send some pictures to repairstatus@samsonite.com.
Would you consider changing your star rating?
Kind regards,
American Tourister Europe
I bought a 20 inch carryon bag only to…
I bought a 20 inch carryon bag only to find out it is 23 inch including the wheels. Most airlines measure luggage requirements including the wheels. Stupid to make luggage that isn't compliant with airlines. Waste of my time since I have to return it and start over. Do better!
29 August 2025
Unprompted review
Reply from American Tourister
Hi Margaret,
Thank you for sharing your feedback, and we're truly sorry to hear about your experience.
We understand how frustrating it must be to purchase a carry-on with the expectation that it meets airline requirements, only to find it doesn't fit due to the total dimensions including the wheels. You're absolutely right — most airlines do consider the full external dimensions, including wheels and handles, and we aim to reflect this clearly in our product descriptions.
Your comments are valuable, and we will pass them along to our product and web teams to help improve clarity and avoid future misunderstandings. Please don’t hesitate to reach out to our customer service team.
Kind regards,
American Tourister Europe
Bagage teared apart
I purchased 3 american tourister bagages from bagage24.nl
Only after two times of traveling my big lugage teared apart. I believe the material was very low quality that after two times of use multiple parts of it teared apart. It is also not covered by the warranty. I will never purchase this brand and from this website again.
19 July 2025
Unprompted review
Reply from American Tourister
Hi Aynaz,
Thank you for your review, and we're sorry to hear that your suitcase was damaged.
We completely understand how frustrating this must be, especially after only a few uses. We'd like to clarify that transport damage – such as tears or other damage caused during travel – is unfortunately not covered by the manufacturer's warranty from American Tourister. The warranty only applies to manufacturing defects and not to damage incurred during transit.
We strongly recommend filing a claim with the airline you travelled with, as they are responsible for any damage that occurs while your luggage is in their care.
If you need any assistance with the documentation or the claims process, we're happy to help.
Kind regards,
American Tourister Europe
INEW KAMILANT BAG
I bought a KAMILANT BAG in Bangalore india(Subsidiary of AMERICAN TOURISTER) 2 Months ago, I travelled with the bag from Bangalore to Nairobi on 6th of August 2025, To save the bag, I wrapped the bag at Bangalore Airport, On reaching home in Nairobi, I found a big 10 inch break on the back side of the bag, As the bag has a 3 year Warranty, I took it to the Local Service Centre, After a week I get a call that the bag can't be replaced or Repaired under Warranty.
I have all the photos. Imagine, Wrapping the bag didn't help and tore it open in Transit. Hopefully the company responds to my query soon.
P.s My family and I had 6 other large bags in Total, 3 from the same company KAMILANT, No damage to any other bags except this particular one. Just shows the quality of this one wasn't upto Standard
6 August 2025
Unprompted review
Reply from American Tourister
Hi Sunit,
Thank you for reaching out and sharing your experience. We’re truly sorry to hear that your Kamilant bag was damaged during your recent flight. We understand how frustrating this must be, especially when you’ve taken extra precautions to protect your luggage.
Please note that damage occurring during transit — such as cracks, tears, or impact-related issues — is classified as transport damage. Unfortunately, such damage is not covered under the manufacturer’s warranty, as it is not the result of a production or material defect.
We strongly recommend that you submit a damage claim directly with the airline you travelled with. Airlines typically have procedures in place for handling baggage damage caused during transit, and many offer compensation when reported promptly.
If you need any documentation or confirmation from our side to support your claim with the airline, we’ll be happy to assist you.
Kind regards,
American Tourister Europe
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