Samsonite レビュー 606

I purchased the EcoDiver suitcase from Samsonite about one month ago and used it on just one trip. After returning home, I noticed multiple broken threads in the stitching, which is very disappointing for a product marketed as durable and premium.

When I contacted customer service, the response felt rigid and dismissive. I was told, “We are unable to proceed in the manner you have requested,” and later, “If you refuse to bring your suitcase to our workshop or send it in, your complaint cannot be processed further.” For a suitcase that is barely a month old, this tone was surprising.

Although they eventually provided a shipping label, the overall communication felt defensive rather than solution-oriented. I even received the impression that repairs could cost around 50% of the purchase price.

When buying from a brand like Samsonite, you expect quality and customer. Unfortunately, they offer neither.

I ordered an expensive backpack from Samsonite , they used UPS to ship it , I had given them my exact address to send it to . UPS delivered it to the wrong address and when I contacted Samsonite to advise them, I was advised that they would issue a replacement or a refund , I advised I would like a refund , they then said they would need to wait for UPS to finish their investigation , this would involve them acknowledging that my parcel was delivered to the wrong place . I have rung and sent a number of emails to the Samsonite's email address , none of which have been responded to. I have been trying to get a response from them for three weeks !!!!! Appalling customer care ! .

The telescopic handle on my suitcase jammed. I went online to purchase a replacement but couldn't find one. I contacted Samsonite . They responded asking for the suitcase code plus the receipt. The suitcase was purchased over ten years ago so I lost the receipt . They then requested full suitcase details and then sent a replacement piece FREE OF CHARGE by recorded delivery
Exemplary service - well worth purchasing a Samsonite suitcase!

If you want to be the laughing stock of every check-in desk and queue in the world, get yourself a Samsonite Ecodiver Duffle…it absolutely refuses to stay on it’s feet. Instead, every time you shuffle forward in the queue it will take a dive, face down in the dirt! Don’t even think about leaving it anywhere, concourse, bus stop, cafe, hotel lobby for example, it’ll just fall flat on its face. And to make it worse I chose the white finish!

I reported this to Samsonite customer services after my first use, but they just fobbed me off by saying I’d packed it incorrectly! and refused to accept there is a design flaw. So, I left it at that…until my second trip…four weeks travelling around Thailand, and what a pain in the rear the Ecodiver turned out to be. Without fail at each and every stay, no matter how I packed the case, it would topple over, defiantly refusing to stay on its feet. Don’t even think about stacking the Samsonite Ecodiver Backpack onto the extended handle of the Ecodiver Duffle (a claimed feature)…you’ll just end up having to constantly yank the wretched thing up off the floor each and every time you move it.

Considering this Samsonite Ecodiver combo (duffle & backpack) cost me £350 it’s not what I call throw away luggage (excuse the pun!)

As for the Samsonite customer service, forget it…not interested, as you’ll see from all the replies to any Trustpilot reviewer raising concerns…”contact the [non-existent] customer service for after sales care” is the standard response.

As you’ve probably gathered, I’m extremely disappointed in having chosen Samsonite luggage for my once in a lifetime trip. There are far superior, better designed options out there. If only I’d taken note of the other reviewers that have had the same experience with the Samsonite Ecodiver.

Unfortunately there’s no way to attach photos to these reviews, otherwise you’d be able to see exactly what I mean! You’ve been warned, spend your hard earned money elsewhere is my recommendation.

It’s rare for companies to have this good of a review on trustpilot so I think that speaks for itself. That also matches with my experience: the luggages i’ve purchased so far have been great, well thought out, and the support I got has been fantastic. Whether it was me forgetting my pin number or needing a zipper replacement, the support team were prompt and never took this a cash making opportunity, but a quality guarantee - and I’ve already got my eyes set on another samsonite piece.

I’m very impressed with Samsonite.
The pull handle on my trolley case broke and I received my handle within 3 days.
It’s very easy to locate your product on the website and there is no cost for the part or shipping.

Absolutely brilliant customer service from beginning to end. Lovely, friendly and helpful lady on the phone call - super fast delivery of the spares needed - and for free, too! All this, despite the case being about 6 months out of warranty. If all companies operated this way, everything would be much nicer for everyone. Brilliant - thank you. :-)

Service exceptionnel. J’ai cassé une roue on me l’a changé sans difficulté. Bravo. J’ai rarement vu un service client aussi performant continuer c’est génial. Merci

Could not be more disappointed with the after-sales and customer retention (or lack thereof) strategy for Samsonite. After purchasing my wife a Samsonite carry-on four wheel case, the wheel mount cracked around the frame after less than a year later. Samsonite said it was not a warranty issue and we would have to pay for the repair.

They lost the case during collection to the repair center, and sent a new one. The new one cracked in the *same place* within a year. Still, with the photos of the same problem across two cases within two years, samsonite still refuses to repair the case for free or replace. Not even a discount was offered.

Considering the price of their cases, insanity considering cheaper competitors like Tripp have a multi-year, zero hassle defect/returns policy which I can confirm has never been an issue. Will not be buying from Samsonite again and have recommended the same action to all my frequent flyer buddies.

Purchased qty 2 Samsonite 4 wheel suitcases in 2022. Used for over 3 yrs, then the Pull Handle jammed down. Turns out that my Suitcase has a 5 year warrenty. Lucky that I kept the original receipt which I referred to using the Samsonite on line claim form, submitted and 3 days later received my replacement Pull Handle together with replacement screws and qty 2 tools completely free of charge. Absolutely excellent customer support for the quality Samsonite product. Thank You for extending the life of one of my suitcases. Both will continue to be used for my International Travel.

I don’t really post reviews but have been appalled with the customer service I’ve NOT received. I Purchased 2 covers for my new Samsonite suitcases on the 8th January, in plenty of time for my holiday this weekend, and when UPS said they couldn’t deliver as they didn’t have my address, the customer service I’ve received from Samsonite has been appalling. They didn’t reply to my queries just acknowledging my email, nobody owned a problem (including the management) helping to resolve the issue. This has resulted in my package being returned back to Samsonite. I also found out that even though the telephone number is detailed as a UK number they are in Belgium.
I would recommend not buying from them directly!

Great experience to order and replace wheel on suitcase extending the lifespan.

Very recently, I bought a Samsonite Magnum Eco 4 Wheel Cabin Suitcase - 55cm
139845-0557. I've used it once and now has a rather large dent :( I've just discovered through Samsonite that their warranty does not cover dents. Whaaaat?

It is supposed to be an eco item..."outer shell has been made from at least 70% post-consumer recycled Polypropylene waste (Around 200 yoghurt pots)". It is expensive at approximately £100. BUT what good is a suitcase that is damaged during its first outing?

I thought I was supporting a company with an eco-friendly policy. I've had Samsonite suitcases for years and never had any problems.

From my point of view, this suitcase is a complete waste of money, and Samsonite is hardly eco-friendly when they're charging a high price for something that is easily damaged.

It just means people will buy elsewhere because eco suitcases are easily damaged and not considered under warranty.

Another very unhappy customer who will no longer support Samsonite.

UPDATE: Samsonite suggested in their Trustpilot response to reach out to them. I did so by email as they suggested and just received a longer, more detailed response - what was the point!?

This simply confirms my earlier viewpoint.

I have a Samonsite suitcase which was used 4 years ago for a trip to Australia. It’s now time for our next trip to Oz again, the suitcase handle is stuck in the up position.
I emailed Samsonite for advice on how to get the handle to retract. I was told that someone from Samsonite would be in touch. That was in November and subsequent emails have been ignored.
Very disappointed in their customer response and while I would normally prefer to resolve any issues with the company directly and not post negative feedback, I feel too much time has passed.
If Samsonite read this, and resolve the issue, I’ll be happy to post positive feedback.

Will never order from this company ever again. I had an issue with delivery and when I called them the woman I spoke to was extremely rude and unhelpful and put the phone down on me. Absolutely appalling way to be spoken to. I don’t think you have picked up the complaint. It was not about the delivery it was a complaint about the way your customer service agent spoke to me on the phone. She was extremely rude and unhelpful and put the phone down on me

Absolut perfekter Service ! Hatte Das Problem, dass sich die Griffstange nicht mehr herausziehen lies. Also nach Ersatzteilen gegoogelt und den Samsonite-Service gefunden. Ersatzteil bestellt (ich hätte sogar was dafür bezahlt). Das wurde 3 Tage später kostenlos geliefert und das Teil selbst war ebenfalls kostenlos !!! Wo gibt‘s denn sowas? Ich bin absolut positiv überrascht. Übrigens Schrauben und Werkzeug wurde ebenfalls mitgeliefert. Perfekter Service, den ich gerne weiterempfehle !!

Siamo rimasti molto soddisfatti dal servizio ricevuto da Samsonite.
Da molti anni utilizziamo il set di valigie s’cure che sono di ottima qualità. Una di queste aveva il blocco laterale (chiusura) rotto.
Grazie al pezzo di ricambio, che ci è stato inviato gratuitamente, abbiamo potuto riparare facilmente in pochi minuti la nostra valigia. Siamo molto contenti di aver risolto il nostro problema e facciamo i complimenti per la professionalità e competenza del servizio clienti.

Für einen 10jährigen Koffer unkompliziert eine Rolle geliefert bekommen - mit Schrauben und Werkzeug - absolut genialer Service!! Bravo - vor 10 Jahren Qualität gekauft, jetzt zahlt es sich aus!

When you purchase a quality product you expect quality service & that’s exactly what you get from Samsonite! Very easy to order & fit replacement parts & at no cost- all covered by Samsonite! It’s the only luggage we use for work & personal travel all around the world!

Perfect service service if something breaks. Thanks!