Samsonite レビュー 606

I believe that American Tourister is owned by Samsonite and as a result of this - I am copying my review and experience that I have had with AT

I should have read the reviews before of American Tourister. I was in two minds about ordering directly from American Tourister or another company. I made the mistake of ordering from AT. The information they provided was totally incorrect. I understood that delivery would be today and have been trying to sort this out for the last three hours. When I called - I was informed that it was only an estimate and that it would be delivered next week. It turns out that they are based in Belgium and it has to go past customs and so it was never going to be delivered on time. Just a pack of lies. It also turns out that yesterday was a public holiday and I believe that my luggage is in the warehouse and has not left. It was very simple, I wanted a refund or for confirmation that my luggage would arrive tomorrow. There is no one in the office (or warehouse who can make) a decision about a refund today. As no one called me back - I have missed the deadline for the next day luggage from another company (as the deadline is 2.20pm) for next day delivery. This has not only caused me a lot of stress but will mean that I have to go out tomorrow and buy luggage in person and it will not be AT. I just wish I had ordered my luggage from another company as I would not have had this issue. I am also going to tag this or post this on Samsonite as they own AT (I believe). There was an amazing woman called NC from customer services who tried to do her best and has said that she will try to sort out a refund - not sure if this will happen - not her fault - I do not trust anything AT says. Just a pack of lies.

I also do not think I am the first person who has raised this issue - just be honest and say the delivery date will be at least a week and then the customer can make a choice

Confirmation of your American Tourister Order UKAT00462736

The service I received to obtain a replacement wheel for my suitcase was excellent once I was able to identify the correct pathway for spare parts. My advice would be to improve their communication to customers of where and how to deal with this circumstance.

I would give zero if it was an option. Avoid samsonite like the plague. Poor quality and the warranty is a joke.
I bought Airea Spinner large bag a year ago and it didn’t even last a year. One of the wheels was rotating in a weird way and kept drifting. When I finally sent it for repair, they focused on another problem in the zipper and said it’s irreparable because of 3rd party damage and I should buy a new one. As if I would buy from them again. Poor customer service as well.
I’ve had my previous 2 bags from Delsey and they lasted 15 years. This one didn’t last even 4 trips. My family have differing luggage brands and we’ve never seen anything like this.
When I initially bought it, I decided I needed a bigger size. The exchange process was quite annoying and it was taking too long to arrange collection with UPS. I had to wait for them to send me a refund to make a new order. UPS also asked me to prepare 4 pounds and 1 pence in cash as samsonite didn’t pay the collection money.
Samsonite is no longer a luxury brand. I’ve seen better quality with much cheaper options. I would strongly recommend you avoid them.

One Month Since Return

I returned three items to Samsonite using the UPS return labels provided by Samsonite. UPS collected the parcels from my address, and the tracking shows all three parcels were delivered back to Samsonite on 9th April.

Despite this, my refund has still not been processed. I have contacted Samsonite over 10 times by email and live chat. I was told at one point on live chat that I would receive an update and refund by the next working day, but this did not happen.

I have since sent a formal complaint and follow-up emails, but I have received no response at all since. I followed the return process exactly as instructed, so the lack of communication and delay in refunding is extremely disappointing. It has now been a month since my three unopened and unused items were returned back to Samsonite.

Based on my experience, I would not feel confident ordering from Samsonite again unless this is resolved properly.

I typed the code in that is located in the case. With in a week, a new handle arrived free of charge. I watch a YouTube video & fix my case in 5 minutes. Absolutely brilliant service

Needed new hinges for my C-lite cabin trolley and also wanted to change the wheels (to double wheels). Everything was sent to me promptly, without charges, as it was still in the guarantee period. Super service!

Order UK00869763 and after nearly three weeks, four unanswered emails and countless views on my tracking. The backpack I ordered for holiday is nowhere to be seen and it looks like Samsonite Customer Services have taken a holiday. So much for a so called Premium Brand. Looks like from other reviews I have seen on here this is now becoming the norm! I suggest if you are buying Samsonite I would go through a third party. Joke of a company.

I ordered a suitcase online, which has gone missing during transit via UPS. After an initial response from customer services, no further contact when requesting a refund. Just called their customer service line and was cut off straight after being asked for my details for a callback. I travel next week, Samsonite have over £200 of my money and I don’t have a suitcase. Terrible customer service.

Delivery nightmare. I specifically purchased a suitcase from Samsonite so it would arrive in plenty of time for my holiday. The website gave a delivery date which appeared to beat other retailers (John Lewis etc)

2 days after this supposed delivery date, I still don't have the suitcase. UPS have not even attempted delivery. It's now apparent that the suitcase will not be arriving (I fly tonight!) so I've had to ask around and borrow a suitcase from a neighbour.

Furthermore, Samsonite customer service has been abysmal, responses are impersonal and unsympathetic and ask that I contact UPS directly, which I've done, only to be told that I can't amend any delivery details due to restrictions set by the sender (Samsonite).

I can't speak for the quality of the product, as I have not received it.

Very disappointed to say the least, this is my first purchase from Samsonite and based on this experience, probably my last.

Ordered a backpack on 14/04/26. By 28/04, tracking was still stuck on “label created,” which doesn’t exactly inspire confidence. I contacted customer service twice for an update and got nowhere.

As it was clearly not going to arrive in time for my holiday, I cancelled the order. I’ve now been told my refund is subject to approval by another department — despite the delays being entirely on their side.

Impressive how quickly payment is taken, just a shame the rest of the process doesn’t keep up.

Amazing aftersales even after many years! You are truly customer oriented

I bought an EcoDiver last year it has lasted 2 trips and has a hole caused by a design defeat.As expected K2 Global went in favour of Samsonite and stated normal wear and tear and had the audacity to say the bag had been dragged across the floor.
As myself and quite a few other owners have pointed out - THIS IS A DESIGN FAULT . It does not take a genius to see that the damaged has been caused by a sharp internal thin peice of plastic.
Pathetic excuse from Samsonite. Samsonite used to mean quality unfortunately your items are as poorly designed and mass produced for as little quality as possible. Everything evolves around profit rather than quality.
This is the 1st and last item to be purchased by me from Samsonite. repair ref 1043402

Bought a Roader duffle bag. On its first trip and within only a few weeks of purchasing, the handle broke (would not retract). The store advised Samsonite would not refund the item and would only repair it. It was sent off and I had zero contact from Samsonite directly so had to chase the store, who chased Samsonite multiple times over 2.5 months before the item was finally repaired. A further refusal to refund the item was made despite my concerns the same thing would happen again, and the fact that more than 10% of its meagre two year warranty had now been spent with the case unused and with Samsonite for repair. Shockingly bad product and customer service for the price - avoid at all costs.

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.