Samsonite レビュー 606

Have had 2 Samsonite Spinners for some years. Last holiday one arrived at baggage reclaim with only 3 wheels. Didn’t report, didn’t claim (doh) Samsonite Repairs & Spares led me gently to the correct wheel, arrived in a few days, and I successfully replaced it. Overall saving of over £100 against a new case. Happy bunny.

A defect on my 18 month old Samsonite suitcase, was easily fixed by ordering a brand new, -free of product and shipping fee-, part. Thanks for this quick and very Service friendly assistance!!

We have two Samsonite Spinner S-Cure suitcases that are almost five years old. After returning from vacation, two of the wheels were broken. After some online research, we found the Samsonite website and ordered a new set. We received the new wheels free of charge within a week—what excellent service. Our new suitcases will definitely be Samsonite again. Really great!

Excelente customer service. Polite and efficient, with a nice smile. Very happy.

Bereits die Seite der Ersatzteilbestellung ist total verwirrend/unübersichtlich und nur auf Englisch verfügbar. Lieferung des Ersatzteiles dauerte über eine Woche und es gab nicht einmal eine Anleitung dazu. Die angepriesenen Erklärvideos sind nicht für alle Modelle verfügbar. Umbau nur mit viel Gewalt möglich auch über den Support gab es keine Anleitung. Definitiv der Schlechteste Support den ich jemals hatte bei einem so teuren Produkt.

Absolute debacle - do not buy!
Ordered and paid upfront for case for trip abroad. Delivery by UPS did not, and still hasn't been delivered. Delivery on FIVE consecutive dates never materialised, no explanation, no apologies, no investigation by customer services. Had to go away on holiday without the case i'd ordered for the trip. Delivery PROMISED AGAIN FOR today (29th September) also failed to arrive and re-scheduled for 30th. Told by Samsonite they will refund "ONLY WHEN THEY GET THE CASE BACK"! Insult to injury! Scam company. Will be going legal now as enough is enough. Avoid.

I was returning from a recent holiday and noticed when my S'Cure case arrived there was a wheel missing (obvious baggage handling issue), however with the birth of 4 wheel spinners the wheels are vulnerable and difficult to protect. I was not too bothered because have dealt with Samsonite spare parts previously, so visited the site, completed the required details from warranty tag inside case and ordered replacement wheel and support expecting to pay but found to be a free service. Replacement arrived 3 working days later with new screws and tools to implement 5 minute repair. Thank you Samsonite for excellent service.

Brilliant service. Fantastic that Samsonite will provide spares to prolong the life of their products and prevent needless waste.

Have a +10 year old Spinner suitcase. Love it and have traveled the world with it. But the plastic hinges was done. Ordered 2 new on their website and 5 days later I can now repair my beloved suitcase. Free shipping! That what I call service and I love that I can prolong the lifespan of my suitcase. Thank you Samsonite *****

We bought 2 Samsonite uplite spinners each just under 200 pounds. One had loose stitching and the samsonite tag came off leaving a 3 inch gap. We contacted repair centre who said this is repairable and under warranty and the case was sent on. After 2 months and us chasing the repair centre they said it is not repairable. We are extremely unhappy about this. I believe they don’t have the samsonite tag which we are not bothered about we just wanted the 3 inch tear to be stitched. Really not a lot to ask for. As this could not be done by hand.

As a long standing happy customer of Samsonite I can not believe how the product quality has plummeted recently. Their customer service is truly obstructive , with no desire to resolve any problems. I’ve thrown my latest purchase away because I’ve better ways of using my time than chasing them up. Don’t buy anything from Samsonite that has a zip. ( as proof of their abysmal customer service, they will probably answer this with a standard note asking me to email them !)

I bought a carry on, and within a year of having it, the telescoping handle broke. I contacted customer service, they replied a week later asking for the model and pictures - I answered their questions and haven't heard back in over two weeks despite me emailing them multiple times. Seems like the quality has gone down - cheaper thermoplastics is what caused the handle to break off.

Awful customer service. I've been trying to contact them for several days. Emails, whats up, calls. Never replied. DO NOT believe in 10 year warranty. They won't even reply. I will never ever buy again!!! You have to be ashamed!!! Avoid Samsonite UK!!!

I submitted a review about my 4 branded suitcases which I still haven’t received as at today 27 August 2025. I have followed up by email, calls and reviews and so far no body in the customer service team has provided any useful feedback. Spending nearly a £1,000 on these suitcases appears to have been a bad gamble since Samsonite and UPS appear to be very bad at delivering on online orders. I placed the order and selected a UPS partner location for the delivery. They latter sent an email that the partner location has refused to accept the suitcases because they don’t have sufficient space. That for now appears to be the end of the delivery as all attempts to get them to deliver to my residential address has failed. Is that how easy it is to lose a £1000 order with Samsonite and UPS?

I bought my Samsonite suitcase two years ago, I used it the first time this month and it only lasted the one trip. One of the wheels fell off and the frame got busted. Unfortunately I didn’t keep the receipt.
I would like to add to this, I found my receipt on my email, I decided to register the product as I wanted to get it fixed. I ordered new brackets and wheels, I thought I would have to pay for this, but it was free of charge, I managed to straighten the frame and the wheels arrived today. The case is still slightly damaged, but I thought I would come on here and change my review as the customer service I got from Samsonite was excellent.

FINAL UPDATE 22 Aug 2025:

Finally had a delivery! It’s become clear that Samsonite uses UPS for deliveries, and UPS subcontracts them out to local companies. Turns out these local companies, as happened in this case, are often cowboy outfits.

Today’s delivery was done by a proper UPS driver, not a subcontracted local cowboy. No delivery driver in grey car this time, as happened yesterday. Today it was a UPS van.

So I’ve upped the star rating to 3, but only because there’s a level of indirection here, and the delivery finally happened. Though Samsonite aren’t entirely without fault, as a) they use UPS for their deliveries and b) Samsonite’s support staff don’t seem to be able to do much, other than explain what my options are. But I, as the customer, should never be exposed to these sorts of problems. I just want a smooth, stress-free transaction and delivery. And that was not the case this time.

UPDATE 21 Aug 2025:

It gets worse. I’ve just witnessed the delivery driver ring the bell and quickly get back in his car and drive off within the space of a few seconds! He had rung the bell, but I was waiting and jumped to answer the door within no more than 2 seconds. Guessing he wouldn’t come in, I literally ran down the single flight of steps to the main communal entrance of the block. He hadn’t even bothered to walk in. By the time I opened the door he was driving off in his car. Sorry, Samsonite, but this is not how you do online sales.

Frustration, having to take time out to deal with this, the feeling of being treated like I’m the dishonest one when the delivery driver claims I’m not home. No, Samsonite, you’re going to have to do much better than this to convince me to ever buy from you again.

ORIGINAL REVIEW 20 Aug 2025:

Sadly, although I’ve been a regular Samsonite customer over the years, I don’t think I will order from them again.

They use UPS for their deliveries. UPS consistently create stressful, tiring and frustrating experiences with delivery drivers lying about attempting to make a delivery.

This, by extension, makes ordering from Samsonite the same terrible experience.

My girlfriend and I both ordered backpacks. Our orders were made separately and to our separate addresses, in different London boroughs. Incredibly, both deliveries failed with the drivers lying about their attempted deliveries. In her case, they tried to say they attempted delivery a second time, whereas in mine they said they attempted, but immediately afterwards stated they had taken it to some collection point that would have taken me 1 hour round trip to collect from (I’ve had to do it before, so I know). Clearly the driver just decided to deliver directly to the collection point.

This might not sound like much, but if you’re really busy with work, it is incredibly stressful.

This is an update regarding my Samsonite cases costing £700 used once, the wheel buckled causing a crack in the shell and now they can’t be used.
After the first case failed it was sent to fixmybag and that was deemed negligence on my part, that case was useless.
I used the other case for another trip and exactly the same thing happened in exactly the same place. At this stage I contacted Samsonite again as it appeared there was a manufacturing problem.
Both cases were sent back to fixmybag but of course, Samsonite insist it was my fault either during use or caused by a major impact that could have been the fault of the airline.
Both cases were checked when taken off the airport carousel and they were intact, we always check.

The moral of the story is don’t buy expensive Samsonite cases as the warranty is useless along with their cases and customer service.

We own several Samsonite light shell suitcases and they are fantastic and great value for money. Very light and yet robust. We really appreciate that they can be repaired and have a ten year warranty. Samsonite repair service via Support and Go is excellent. After 8 years one handle was broken on a cabin spinner and they sent us a replacement within a week. The same case now has a jammed wheel which we are getting replaced. They send the part and assembly instructions are on the Support and Go website and pretty simple. SAVING THE ENVIRONMENT AND MONEY. Very happy customers.

A Wheel of one of my favorite suitcases broke. After contacting Samsonite, they sent me a replacement kit for free. It is now just as new. Thanks a lot for your help and being so environmentally conscientious.

My case was heading for landfill before the local Samsonite shop told me about the parts service. Ordered replacement wheels (no cost!) that arrived in 2 days and easily fitted them myself at home. Now the case is good as new. Great service. Shows that it pays to invest in a quality product.