SamsoniteReviews of shop.samsonite.com

I placed an order for luggage through the company’s website, but my discount code was not applied at checkout, despite having entered it. While I realize I should have double-checked before submitting payment, I noticed the issue almost immediately after receiving my order confirmation email and contacted customer service within two minutes. I asked if they could apply the discount retroactively or, if that wasn’t possible, cancel my order so I could place it again using the discount code. I was told neither option was available and that my only choice was to place a new order with the discount code and return the original order, which would incur a return fee. I understand that certain policies need to be followed, but I find this response unreasonable given that I reached out within just two minutes of placing my order. A little flexibility and a willingness to help resolve a simple issue would have gone a long way. To me, customer service is just as important as the product itself, and this experience has left me very disappointed. Based on this interaction, I would rate their customer service very poorly. I have not yet received my luggage, so I cannot comment on the quality of the product, but my initial experience has certainly been less than satisfactory.

Avoid Samsonite. Five-Year Warranty, Five Months of Frustration, and Absolutely No Resolution. I strongly recommend NOT buying Samsonite luggage. Based on my experience, its five-year warranty and supposedly premium after-sales service are simply not worth relying on. I purchased a Samsonite carry-on suitcase in Orlando, Florida, with a five-year warranty. One of its wheels subsequently broke during normal use. There was no accident, misuse, or unusual incident. The wheel simply failed while the suitcase was being rolled, which is precisely what suitcase wheels are designed to do. What followed has been one of the most frustrating customer service experiences I have ever had. May 2026: I contacted Samsonite, provided photographs, product details and proof of purchase. Samsonite UK reviewed my information and ordered replacement wheels from the USA. June 2026: After waiting more than a month, I received the replacement wheels. Unfortunately, Samsonite had sent the wrong size. They were intended for a larger suitcase and did not fit my carry-on. July–August 2026: Samsonite instructed me to take the suitcase to its authorised repair centre. I followed their instructions and handed it over to the Oxford Street repair studio in London on 24 August. September 2026: To my astonishment, I was informed that the broken wheel was considered “normal wear and tear” and therefore excluded from the warranty. How can a wheel breaking during normal rolling automatically be considered normal wear and tear? What exactly is a five-year warranty supposed to cover if an essential component fails during ordinary use? Despite repeatedly requesting the technical evidence supporting this decision, I have not been provided with the actual inspection report or photographs. October 2026: Samsonite then informed me that the correct replacement wheels were no longer manufactured and that repairing the suitcase was impossible. This is perhaps the most shocking part. How can a premium luggage manufacturer offer a five-year warranty while discontinuing the essential parts needed to repair its products? To make matters worse, Samsonite initially supplied replacement wheels but later rejected the warranty claim. When I questioned this inconsistency, the repair supervisor speculated that the original parts might have been supplied as a goodwill gesture, even though the original correspondence never described them that way. Throughout this ordeal, I have been passed between Samsonite USA, Samsonite UK, and its repair centre. I have repeatedly supplied information, followed instructions, chased updates, and requested management intervention. After nearly five months, I still have no repair, no replacement, and no satisfactory explanation. My conclusion: Samsonite’s premium reputation means very little when something goes wrong. I purchased Samsonite because I believed I was paying for durability, reliability, and dependable warranty support. Instead, I have experienced incorrect replacement parts, prolonged delays, inconsistent explanations, and a refusal to provide a satisfactory solution. I would strongly advise prospective customers to think twice before spending their money on Samsonite luggage. A five-year warranty is of little practical comfort if an essential part breaks, the company classifies it as wear and tear, and the correct replacement part is no longer available. My recommendation: Avoid Samsonite. Choose a luggage manufacturer that can actually repair its products and stands behind its warranty commitments.

I was so excited when I ordered the Samaonite Paralux luggage. It was pricey but a Christmas gift from my husband. I loved the look and the option to open from one side instead of having to fold open and take up so much space. I used the luggage for a total of 2 trips before the zipper broke off. Without a zipper the suitcase will not locked and stay closed during travel. If fact my luggage was unzipped when i collected it at baggage claim. I talked to samsonite customer service. They will not sent me a zipper. I will have to either 1. drive to the closest samsonite place (2.5 hours drive) or 2. Ship my luggage to be fixed. They will pay for my shipping for repair but they will not provide me a shipping box. Where do you find a box that will fit the luggage? I’m so angry that I spent $450 on this luggage and they refuse to easily help me fix the zipper. I have a very expensive piece of luggage that is unusable. I will never purchase from this company again.

i've been shopping with them for a while, but my order arrived with missing items, like, which is unacceptable for a company this size! Avoid if you are in a hurry!

I ordered two travel bags online from the Samsonite website. It charged my card but never sent a confirmation email. A few days passed by and I had to contact customer service. No apologies just an excuse that the order did not go through and I would get my money back in a week. I was then asked by this company to review the bags and they didn’t post it because I stated this same thing. The bags never showed and they kept my money for a week. What a joke.

I bought a Samsonite bag only about 40 days ago. Barely a week into a 30-day international trip, the zipper failed completely — it opens on its own anywhere along the track, leaving the entire bag insecure and unusable. Samsonite markets itself as a premium, reliable luggage brand with a 3-year global warranty. So I took the bag to their store at Livermore Outlet Mall expecting the warranty to actually mean something for a traveler. Instead I was told: • The repair would take two weeks • No temporary or replacement bag would be provided • No refund or exchange was possible because the bag had been used This is the opposite of what a traveler needs. A global warranty that leaves you stranded mid-trip with no practical support is not a warranty — it’s marketing. The customer service was rude and completely indifferent to the situation. There was zero empathy and no attempt to protect the customer while they “fixed” a brand-new product that had already failed. When a company sells trust, durability, and global support, and then delivers a failed zipper, a two-week wait, and a cold refusal to help a traveler, it forces a simple question: What exactly is Samsonite’s promise worth?

The Samsonite website prominently advertises a delivery time of 2 to 5 business days, but only after the purchase is completed does Samsonite disclose that this estimate excludes an additional 2-day processing period. That critical information should be made clear before customers place an order, not afterward. Because of this misleading presentation, my bag did not arrive in time for my scheduled trip, making the purchase effectively useless. The experience was made worse by the complete lack of customer support. For several days, I was unable to reach anyone through either the online chat or the phone support, leaving me with no way to resolve the issue. This experience has permanently damaged my trust in Samsonite. I will not purchase from the company again

My luggage was damaged by airport baggage handlers—not a warranty-related issue or even something within Samsonite's control. Even so, they covered the cost of shipping my luggage (for free!) to their authorized repair shop, and the repair shop fixed it and shipped it back to me at no charge. This is the type of first-rate customer service you don't usually see anymore. Most companies would rather save a nickel than realize that treating customers right helps foster future repeat business. Blown away!