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
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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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Replied to 84% of negative reviews
Typically replies within 1 week
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A second life for my 2 Samsonite suitcases
I was looking for having my 2 Samsonite suitcases repaired after over a decade of frequent flights. Went to Samsonite Store Brussels. Brand new shop, open also on Sundays and bank holidays! Very nice welcoming from Taygun, and super pro repair by factory staff Beau and Nico Dhuyvitter…and all fast, clean and with a smile. Top people!! Thomas K.
7 May 2026
Unprompted review
Reply from Samsonite Europe
Hi Thomas,
Thank you so much for your wonderful feedback! We’re delighted to hear that you had such a positive experience in our Brussels store and that your suitcases could be given a second life. It’s great to know our team made you feel welcome and provided fast, professional, and friendly service. We truly appreciate your trust and kind words!
Kind regards,
Samsonite Europe
A wheel fell of my suitcase during my…
A wheel fell of my suitcase during my journey and the store attendants and repair team were so helpful and fixed my suitcase right away. Super thankful for their help🙌🏻 Will use again if I have any issues with my suitcase.
6 May 2026
Unprompted review
Reply from Samsonite Europe
Hi Andrea,
Thank you so much for your kind review!
We’re sorry to hear your suitcase wheel came off during your journey, but we’re very happy our store team and repair specialists could help you quickly and get you back on your way.
Your appreciation means a lot to us, and we’ll be sure to share your compliments with the team. We hope your suitcase serves you well on many more trips ahead — and of course, we’ll always be here if you ever need us again.
Kind regards,
Samsonite Europe
During the free repair days
During the free repair days, I went to the store.
My luggage was repaired at once.
It is back as new... However approximately 20 years old.
6 May 2026
Unprompted review
Reply from Samsonite Europe
Hi Guy,
Thank you so much for sharing your experience!
We’re really glad you took advantage of our free repair&go days and that we could fix your luggage on the spot. It’s always great to see a well-loved piece—especially one that’s been with you for around 20 years—get a new lease on life.
Your kind words mean a lot to us, and we hope your luggage will continue to travel with you for many more years to come!
Kind regards,
Samsonite Europe
Spare parts
Had trouble with a broken telescopic handle on my cabin bag,
Samsonite support quickly supplied me with a new handle, sent directly home to me. Very good service.
22 April 2026
Unprompted review
Reply from Samsonite Europe
Hi Thomas,
Thank you very much for taking the time to share your experience.
We’re delighted to hear that our support team was able to assist you quickly with the replacement of your telescopic handle and have it delivered directly to your home. Providing efficient and reliable service is something we strive for every day, so your feedback truly means a lot to us.
Thank you for choosing Samsonite, and we hope to be of service to you again in the future.
Kind regards,
Samsonite Europe
Samsonite Base Boost Carry On.
I purchased a Samsonite Base Boost - Spinner July 2025, unfortunately the case developed a wheel fault. Contacted Samsonite and at my request was supplied with spare wheel by return post. First class service from a trusted company.
28 April 2026
Unprompted review
Reply from Samsonite Europe
Hi Christpher, Thank you for your kind feedback!
We’re sorry to hear that you experienced an issue with the wheel on your Samsonite Base Boost Spinner, but we’re glad our team was able to resolve it quickly by sending a replacement. Providing reliable products and responsive service is very important to us, so it’s great to know you were satisfied with the support you received.
We truly appreciate your trust in Samsonite and hope your case continues to serve you well on your future travels!
Kind regards,
Samsonite Europe
Thanks for the excellent spare part…
Thanks for the excellent spare part service provided by Samsonite product support. The website was easy to use, parts arrived shortly after I had placed the order and the service was free of charge. I can only encourage customers to use this service in order to save resources.
15 April 2026
Unprompted review
Reply from Samsonite Europe
Hi Ann,
Thank you very much for your wonderful feedback!
We’re delighted to hear that you found our spare part service easy to use and efficient, and that your parts arrived quickly. It’s especially great to know that you support repairing products to help save resources — that’s a value we strongly believe in as well.
Thank you for your trust in Samsonite, and we wish you many more enjoyable journeys!
Kind regards,
Samsonite Europe
I had a very frustrating experience…
I had a very frustrating experience with Samsonite. I tried to return a backpack, but the process was practically impossible. There is no real customer service available to help—no response, no guidance, nothing.
On top of that, the links they provide for support or returns simply don’t work, which makes the whole situation even more disappointing. It feels like once you make a purchase, you’re completely on your own.
I would not recommend buying from them.
24 April 2026
Unprompted review
Reply from Samsonite Europe
Hi Paulina,
Thank you for sharing your experience. We’re very sorry to hear about the frustration you encountered while trying to return your backpack — that’s certainly not the experience we aim to provide.
To help us look into this further and properly follow up on your complaint, we kindly ask you to send the details of your case to repairstatus@samsonite.com. If possible, please include any relevant information such as your order details and a description of the issue you faced.
Our team will review your request and get back to you as soon as possible to assist you further.
Kind regards,
Samsonite Europe
Great repair service!
The wheels on my almost 20 year old Samsonite bag finally caved. Once I had found how to contact the Samsonite repair service, the experience was impeccable. Got replacement wheels for free!
That's a company which really cares for the environment instead of trying to sell at the expense of our future!
19 April 2026
Unprompted review
Reply from Samsonite Europe
Hi Bert,
Thank you so much for your wonderful feedback! We’re delighted to hear that your repair experience was smooth and that your 20-year-old Samsonite bag is rolling again with the new wheels.
We truly appreciate your recognition of our efforts to care for the environment—it’s a value we take very seriously. Your kind words motivate us to keep providing sustainable solutions for our customers.
Kind regards,
Samsonite Europe
Very good quality and excellent customer support
Very good quality luggage, on a set of c-lite products I bought 15 years ago. Except for some worn out wheels, they work like new still.
And excellent customer service, they now sent me free of cost replacements for the worn out wheels.
16 April 2026
Unprompted review
Reply from Samsonite Europe
Hi Morten,
Thank you very much for your kind and detailed feedback!
We’re delighted to hear that your Samsonite C-Lite luggage has been serving you well for so many years — that’s exactly the durability we strive for.
It’s great to know that the replacement wheels helped extend the life of your luggage even further. Providing long-term support and keeping products in use is very important to us.
Thank you again for your trust and for sharing your experience — we’re always here if you need any further assistance.
Kind regards,
Samsonite Europe
It was so easy
It was so easy to order the needed spare parts. Quick confirmation response and fast delivery.
15 April 2026
Unprompted review
Reply from Samsonite Europe
Hi Luis,
Thank you very much for your kind feedback! 😊
We’re delighted to hear that ordering the spare parts was quick and easy, and that you were satisfied with the fast confirmation and delivery.
Your experience is exactly what we aim for – simple, efficient, and reliable service. We truly appreciate you taking the time to share your thoughts and are always here if you need any further support.
Kind regards,
Samsonite Europe
Excellent service
Excellent service, experienced staff, and delivery to your address after repair
17 October 2025
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you very much for your kind feedback!
We’re delighted to hear that you were satisfied with our service and that our experienced team could support you throughout the repair process.
It’s great to know that the delivery back to your address made things even more convenient for you. We truly appreciate you taking the time to share your experience, and we’re always here if you need any further assistance in the future.
Kind regards,
Samsonite Europe
Excellent repair service
Excellent repair service! Very helpful staff !!!
18 October 2025
Unprompted review
Reply from Samsonite Europe
Hi Latif,
Thank you very much for your kind feedback!
We’re delighted to hear that you were satisfied with our repair service and that our team could assist you in a helpful way.
Your appreciation means a lot to us, and we’re always here if you need any further support in the future.
Kind regards,
Samsonite Europe
Spare Parts for free from Samsonite Switzerland
After three years of use, the pull handle on one of our Essens trolleys/spinners started to stick. When I came across Supportandgo-com, I was able to order a replacement without any problems, which arrived after ten days – in fact, two arrived. Great.
[Nach 3 Jahren Gebrauch begann der Zuggriff eines unserer guten Essens-Trolleys/Spinner zu klemmen. Als ich auf Supportandgo-com stiess, konnte ich problemlos Ersatz bestellen, welcher nach 10 Tagen eintraf - sogar doppelt. Prima.]
29 July 2025
Unprompted review
Reply from Samsonite Europe
Hi Ernst,
Thank you very much for your kind feedback!
We’re delighted to hear that you were able to easily order a replacement part and that it arrived smoothly.
It’s great to know your Samsonite Essens Spinner suitcase is back in use — and even better that you received an extra part, just in case!
We truly appreciate you taking the time to share your experience and are always here if you need any further support.
Kind regards,
Samsonite Europe
Broken wheel on my suitcase
Broken wheel on my suitcase. I filled in the online form and got a spare wheel send to me free of charge, no questions asked.
Easy to install.
Very good customer service.
4 April 2026
Unprompted review
Reply from Samsonite Europe
Thank you for your great feedback! We’re glad to hear the process was easy and that you were able to replace the wheel without any hassle.
We truly appreciate your support!
Innovative and effective repair service
Excellent service from Samsonite. Had an issue with the handle. Logging the case was fast and straightforward and the part was delivered promptly without costs. While it needs a bit of DIY, it was much better than having to make a trip to an authorised shop (which may be in another town), back and forth, waiting times and then having to make another trip to collect it again. Being a regular traveller this means I got my handle fixed in time for my next trip.
26 March 2026
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you for your wonderful feedback! We’re glad to hear that the repair process was quick, convenient, and helped you get ready for your next trip.
We appreciate your support and are happy we could make things easier for you. Safe travels!
Kind regards,
Samsonite Europe
repairwheels fluently delivered
repairwheels fluently delivered. Only needed 1 and got 3 spare.
I had also bent the drawing bar from the trolley and got a complete new.
Amazing service! Even if Samsonite is a bit expensive , the service makes absolutely up for it.
2 April 2026
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you for your great review! We’re glad to hear you’re happy with the repair and the extra service provided.
We truly appreciate your feedback and hope to assist you again in the future!
Kind regards,
Samsonite Europe
Perfectly fitting spare wheel
Received a perfectly fitting spare wheel for free. Delivery was very quick too. Very happy. Wouldn't have expected this service at all. Thank you very much.
1 April 2026
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you so much for your wonderful review! We're delighted to hear that the spare wheel fit perfectly and that it reached you quickly. It's great to know we could exceed your expectations—that’s exactly what we strive for. If you ever need anything else, don’t hesitate to reach out. Thanks again for your support!
Very happy with their service
Very happy with their service. A wheel was broken in an airport transfer and after request they sent a new one to our house to replace it for free.
1 April 2026
Unprompted review
Reply from Samsonite Europe
Hi Gerardo,
Thank you so much for your kind words! We're really glad to hear you were happy with our service. We're sorry again about the broken wheel during your airport transfer, but we're pleased we could resolve it quickly for you. If you ever need anything else, we're always here to help. Safe travels and thank you for choosing us!
Kind regards,
Samsonite Europe
Brand new wheels at zero cost!
After almost ten years since I bought my trolley, Samsonite sent me four new wheels at no cost (including no shipping costs). This is what I call excellent customer service; many brands should learn from Samsonite!
23 March 2026
Unprompted review
Reply from Samsonite Europe
Hi Jaime,
Thank you for sharing your experience! We’re thrilled to hear that you received new wheels for your trolley and that the process met your expectations.
Providing long-lasting products and reliable support is very important to us, so it’s great to know this came through even after many years. Your kind words about our customer service truly mean a lot.
We hope your trolley keeps rolling smoothly for many more trips to come!
Kind regards,
Samsonite Europe
Purchased footpads for suitcase
Great website, price and delivery for some footpads. Only issue was that the Allen key provided doesn’t fit the screws. Use a Philips head screw driver and that’ll do the job.
27 March 2026
Unprompted review
Reply from Samsonite Europe
Hi Paul,
Thank you for your feedback! We're glad to hear you were happy with the website, pricing, and delivery.
We appreciate you pointing out the issue with the Allen key — that’s definitely not the experience we want for our customers. Thanks as well for sharing the helpful tip about using a Philips head screwdriver; we’re sure that will benefit others.
We’ll pass your comment along to our team to review the tool provided and make improvements where needed. If you need any further assistance, feel free to reach out — we’re always happy to help!
Kind regards,
Samsonite Europe
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