Samsonite レビュー 606

I had an issue with a wheel on my Samsonite bag falling off, but I was able to quickly order a replacement myself. The part came with everything I needed, and the repair was so easy to do on my own. I love my suitcase even more now, so happy I could fix it instead of having to replace it. Fantastic customer support and quality!

After a few years the wheels were worn. Although there was no warranty anymore, Samsonite send me 4 new wheels on my request without charging.

I had an issue with a wheel on my Samsonite Firelite Spinner case. After visiting the Samsonite web site I was directed to their Support and Go page.
After confirming my case product no and the part required it was ordered at no cost to me and was shipped to me the next day. It arrived a day later and fitted perfectly.
In addition they included a card stating that they were happy that I wanted to repair my case and extend its life.
Simply the best customer service I have ever received and shows that it pays to buy quality products from a quality brand.

Bought a set of 4 wheel Samsonite suitcase's about 8 years ago. They’ve been by my side for three international moves and have served me well.

It finally came time to replace the wheels and I have been blown away by how simple and streamlined ordering and replacing the spare parts were and how fairly priced they were. This has cemented my brand loyalty to samsonite. I will continue to buy new bags from them and I hope they never get rid of this spare parts service even for old designs.

Following a recent overseas trip, one of the locks on my new Samsonite suitcase was broken. I took it into the Repair Centre at the Samsonite store on Oxford Street, London. It was fixed very quickly with no charge (as it was under warranty).
My friend then told me the zip on her suitcase had broken and she was thinking of replacing. I offered to take her suitcase into the Repair Centre as it's easy for me as I live in London. Her case was also fixed with a small charge of £10 as it wasn't under warranty.
Just so you are aware though, I think I was lucky the first time I went as my case was fixed while I waited (about 10 mins.). However, when I took my friend's case in, I was amazed by the number of people there and was advised to return after 2 hours.
On both occasions the staff could not have been more lovely and helpful, particularly given how busy they were on my second visit. I highly recommend this service but be aware, you may have to wait a bit.

I am having an absolute nightmare trying to resolve an issue with a faulty product (we own numerous Samsonite luggage items and have had no issues before). Anyway, this issue relates to the Ecodiver backpack - the tags on a bunch of the zips basically started coming off for no reason. So I contacted customer support who said I could send the item to the repair centre. I sent the item to the repair centre, the backpack was supposedly ‘repaired’, yet two weeks after it came back, the zips broke again - this time the actual zips came clean off. I contacted the same customer support person who told me that the only option they could offer was sending the back to the repair centre yet again! I wasn’t happy with this option so I called support instead, and they said that since the item had already been to the repair centre once, I was entitled to have the backpack replaced. I relayed this conversation to the person I’d been corresponding with via email. They told me there was apparently no record of a conversation where I had called Samsonite, so therefore they would in fact not be able to replace the bag. I contacted Samsonite yet again, by email - this time creating a new email - and explaining the whole situation. I said I had no idea why they had no record of me calling them, but I had been told I was eligible for a replacement bag to be sent out, and that I was not happy with the service I’d received from the person handling this issue via email. To this new email, I received absolutely no response. I emailed again, only to still receive no response. I’ve never experienced such dreadful customer service from a company that I thought was exemplary in this regard, and whose products we have purchased numerous times over the years. I am completely put off from ordering anything with them again, and will be advising anyone else to do the same.

The staff at Oxford street repair studio went to great lengths to find and order a replacement lock for my old Lock n Roll case and then fitted as well, splendid service Thankyou Jim G

Both wheels on an oldish Samsonite suitcase were in need of replacing due to a combination of years of wear and tear and careless baggage handlers. Chez did the work on the spot. Total cost £18. Brilliant service!

I needed a spare wheel for samsonite suitcase. They sent it for free quickly with screws and alun keys to fit the new one. No proof of purchase needed. If only all brands did this to help prevent waste (and money) in the world. Fab- thanks so much.

Chez in the repair shop, and Oxford Street, and fixed the bag quickly

UPDATE - 4/8/25.

As promised an update with a positive outcome happy to report. I decided to give the flagship store in Oxford street a call to ask for help. Tallia was more than happy to help, took all the information to her manager and advised if I brought the case in she would send it back to fix my bag and deal with it going forwards with a definite resolution either replacement or credit note . I asked if I could take the bag into the Braintree freeport Essex shop to drop off as it was closer and she said it should be fine but call to check.

When I called I got the assistant manager Jamie, and he was amazing, really understanding , apologetic and more than happy to help. I dropped the bag off the following morning , in which he said leave it with him and he would go over the situation with his manger over the weekend and come back to me Monday.

Today which is Monday without fail Victoria the manager called to advise she had taken on the case and happy to report she got agreement from samsonite to replace my bag in full and a replacement would be waiting for me to collect. I have collected the new bag from Victoria and Jamie and couldn’t be happier with their help and understanding , I wish I had went directly to them in the first place. They are definitely over and above the 5 stars however due to the abysmal process before I got to them I have to still knock a star off but this is in no way a reflection on the both of them. Thank you so much both. Really is appreciated . Just wish that dealing with samsonite head office was just as easy. You both really turned things around.

Bought a samsonite spinner cabin case in Feb this year while on holiday in USA from UK. 2 weeks ago while using my cabin case on a flight while returning home and walking to the train station in airport the cabin case back left wheel buckled. Therefore the case is no longer a spinny case that can be pushed due to one wheel being unserviceable.

I contacted samsonite with my receipt and 10 yr warranty in hand, (well tried to as no telephone number anywhere) and had to send a message to await a response. Someone responded saying I had to send it to K2 global repairs at my own expense of £15. I raised a complaint with samsonite over this charge and they called to say I either pay for the return or take it to a store for free. The store is a £50 train journey away. I asked what would happen with my case as when I put the model into samsonite portal it said it was non repairable due to no spare parts and someone would contact me. The agent said if it can’t be repaired due to the age less than 6 months old they will send me a new one but it has to be “inspected” by k2 global first. (Also known as “fix my bag”.)

I paid the postage and sent the bag off. After over a week of chasing both samsonite and k2 global, knowing they had the bag as I had delivery evidence I received an e mail to state it was now in the workshop. After receiving this e mail about the work shop, I instantly received another from DPD saying they had my k2 global parcel and will deliver it asap.

I emailed K2 to ask what were they delivering a fixed bag or a new bag what had they found with the existing bag. I had no response.

Today I receive the same bag back I had sent, my samsonite cabin spinny bag, in the exact same condition as I sent it in. No explanation why it was sent and clearly not fixed. I’ve asked both samsonite and K2 why and am awaiting a response again. So what was the point on sending my new spinny case at my own expense, to receive it back in exact same condition with no explanation at all.

Also to point out I have never put this case in the hold. I have used it a few times on short trips in the cabin only, wheeling it through the airport and train stations. This is why I bought it for ease of movement so if they claim it was damaged, it was only the way it was meant to be used by using 1 hand to move the case by pushing along which I would completely add this is what the case was designed for. The wheel has come apart and buckled as it’s not fit for purpose making the case usable.

Today I wrote a formal complaint to samsonite I will update the response as and when I get and outcome. I hope they are just taking their time to tell me what they will do to fulfil their 10 year warranty claims and if they replace my bag I will amend and update my review as it happens.

Samsonite ref number - 01951307 please investigate.

The suitcase I have has a serial number stitched into the lining. Part of the case has failed (lock and lining). Bought the case in 2018 and it has a 10 year warranty......but, not so if you don't have the receipt!! You have to produce the receipt to claim on the warranty even though the case has a serial number stitched into it from which they can see how old it is. So, all in all, warranty is useless unless you keep the receipt from up to 10 years ago! And, there is nothing on the warranty card to say you need to keep the receipt.

Edited after Samsonite's response - I also sent them the bill but because the warranty card was not stamped by the seller (Luggage Warehouse) they said it wasnt valid.

My suitcases were bought in 2010 and the replacement hinges are still available which enabled me to easily replace the broken hinges on one of my cases. The parts were reasonably priced at 95p each. Delivery was £5 and was the only concern as UPS rang the bell and drove away immediately leaving my parcel outside my front door. I thus would recommend Samsonite change their courier to a more reliable service provider.

Prompt service and good quality parts but cost of add-ons almost doubled advertised price.

Fabulous service from a fabulous brand. They say you get what you pay for, well that’s true but Samsonite go above and beyond and look after all their customers. If you wear out your wheels, you just get in touch and send them your serial number and they send you replacements at no charge. In this day and age that doesn’t happen very often if ever. Thank you

Thank you Mohamed for your fantastic job! You fixed my badly broken suitcase in 30 minutes like magic!
I was so impressed😊

Absolutely garbage - case way too heavy and lock is very temperamental. You have a workout before you open the case.

Wouldn’t recommend for any user.

Rubbish.

Impressed with the service for a replacement wheel of an old Samsonite bag. Provided with tools and immediately dispatched.

For expensive products on which the quality is great. The wait to get the product is not acceptable. Expect to what an extra week from the original delivery date as Samsonite chose to deliver their products via UPS. A company which is known for its poor on customer service, can’t track the driver and often damage products. I ordered a bag for holiday and have waited nearly five days from the original delivery date and now at a point of being unable to have the bag in time for holiday. Each time been given a 4 hour window. So really not happy and has poorly snapped my whole customer experience with Samsonite.

Quickly despatched a replacement wheel to repair my samsonite suitcase at no charge.
Excellent service.