Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/28/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered The North To South Tote in black from Beis Travel. I was sent someone else's package that was supposed to go to Pennsylvania. They had ordered the Hanging Backpack. There is no phone number for this company so I sent an email through their website and marked it Urgent. They responded and asked for the packing slip and bag tag that came with the order, to double check. I sent them a photo of the packing slip and the bag I was sent. That was on Oct.20. I never heard back. After a few more emails from me asking when I would receive the correct item, still nothing from the company. I went on the website and sent another "urgent" message on Oct. 24 detailing my order number and the order number I received and asked when I would receive my item and what I was supposed to do with the wrong bag I was sent. I haven't heard anything back from the company. I spent over $100 and I'm stuck with a bag I didn't order.

• Initial Complaint

  Date:10/16/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm extremely disappointed by the fact that BEIS travel does not stand by their product guarantee nor honour their promise of a replacement. I have 12 emails going back and forth with ******* (customer service) regarding a recent purchase made in September. There was a defect on the leather near the seam of a backpack on the back where it cracked in 3 places after 3 weeks of use. I sent in photos and ******* agreed to replace the backpack at no cost. Multiple orders were placed and then promptly cancelled. #************* placed and cancelled same day on Oct. 4 #************* placed on Oct. 7 and cancelled Oct. 11 I attempted to reach out to ******* via email several times after and my emails all bounced back. I sent in a Facebook message Oct. 11 and have yet to hear a response. I want to file a complaint about their deceitful sales practices and can forward all emails and screen shots of fb messages for proof. I'm still hoping that Beis will honour our original agreement to replace the back pack.

• Initial Complaint

  Date:09/22/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the "Work Tote" ************* from Beis Travel on 7/18/22. I received the item on 7/28/22, and immediately realized that it was too large. I began the Exchange process, which gave me a $147.09 merchandise credit. Unfortunately, the replacement I wanted*********************** was out of stock in all colors at that time. I reached out to customer support on 7/28 to confirm that I had 90 days to return the item and confirm my credit amount. Yesterday, 9/21, I reached out to customer service because the bag I wanted to exchange for was finally available. However, the return credit that was showing on my account was not applying at checkout. The customer service rep, **************, was confused about my question and thought I was asking how to apply Rewards credits. I sent through multiple screenshots demonstrating my return credit, and how it was not applying at checkout. He elevated the matter to his supervisor, ****************, who stated that exchanges are currently suspended and that they would not honor my credit. They also stated that a credit was not appearing on their end, when I continued to send images that state "Shop Now with $147.09" and "$147.09 available credit". This is a breach of their policy, and they are withholding the full return amount. All I want is for the full return credit to be honored and applied to my new purchase, which will be more than the original purchase! Please see attached for communication images from 8/3 and 8/4, and 9/21 and 9/22 as well as my current screen demonstrating the credit amount.

• Initial Complaint

  Date:08/27/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2021 I returned a large box with three items to the company Beis with a total value of approx. ********** by insured mail. The return address was provided by the company. A few weeks after sending the box I was in contact with them to ask if they'd received it and they assured me they had and I'd be getting my refund once the items were inspected. Two months later and after multiple other emails to inquire about my refund they told me they in fact hadn't received the items and I should contact the post office. I contacted***** and they put a trace on the box and were unable to locate it. They also made several attempts to contact Beis with no success. The company made no attempts to track the box down and they've "blown me off" every time I've contacted them. All I get is a "form" reply cut and pasted into the email. In July of this year (13 months after returning the items) I contacted the company and requested that someone get in touch with me to discuss this matter. I gave them one month to respond and told them that if I got no response I'd be filing a complaint with the ***. I have the email chain including photos of the box and shipping receipts proving that I did in fact send the box. I feel that it is the company's responsibility to refund my money for these items or at least contact me to offer a reasonable settlement since I followed all instructions and used a return address that they provided. I'd be happy to provide your office with the emails as well to support my case. I chose this company because it's *********** however I've since noticed that there are other disgruntled customers who've had no success with getting help from the customer service department. Their ******** account has many complaints. I mentioned this in one of my emails and the negative comments were immediately deleted by whoever monitors the account. If you could assist me with this matter I'd appreciate it. If you need more information please contact me. Thank you.

  Business Response

  Date: 10/24/2022

  Consumer Response /* (2000, 14, 2022/10/21) */ Hello; I finally got a response from ***** at Beis Customer Support yesterday (Oct. 20, 2022) addressing my complaint and request for refund. He apologized for the company taking so long to address this issue and the company has processed a refund (16 months after the items were returned for refund). Thanks for your assistance with this matter. It is greatly appreciated.

• Initial Complaint

  Date:07/01/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Beis Travel on ***** When I placed it, I was told it would be shipped via Fed Ex 3-5 days, On ***** I received a shipment notification, however it was one of those "label created, waiting to receive package" notifications. Since then, I have received no further info. Inquiries via email have only received an automated response. They do not have a phone number to call. I spent nearly $200 and I want what I paid for.

• Initial Complaint

  Date:06/13/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thank you for allowing me to explain my situation here. On July 29th 2019 I ordered two luggage items from Beis Travel. I placed them under two separate orders (order #XXXXX & #XXXXX). Since then, both of the suitcases have become extremely worn and damaged. One of the suitcases has completely broken. I contacted their support team in April and explained the situation to them. The support person had me send pictures in and then told me that they would send me a new suitcase since it was still under warranty. The Weekender bag was no longer under warranty so they said that they could provide me with a 15% refund on this item. I told them that I really liked the look of their items and I was planning on just purchasing a larger suitcase from them, a new Weekender bag, and a matching backpack. I asked them if instead of the replacement and partial refund, could they just provide me with a discount on my purchase of replacement items. This was on May 3rd 2022 and I have not heard back since. I have sent 3 additional replies to the email thread and submitted an additional customer support ticket. I have not received one response from anyone on the team. At this point I would prefer a full refund on my previous purchases since their support team has not tried to assist me at all. The person I have been communicating with is named **** - The name on the order was **************** because I ordered it under my grandmother's name. But the purchase was from my email address

• Initial Complaint

  Date:06/10/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased two tote bags at their pop up store and the cost was ****** total i was told the items would be shipped however what i received was just a cosmetic case. i tried sending several emails to them since they have no phone number and they have stone walled me . they respond with a generic message that they will get back to you but beyond that nothing else . i want my mo er back for not receiving the product i paid for . there are hundreds of customer complaints about this company's practices and customer service

• Initial Complaint

  Date:06/06/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the 26" Hardside Check-in Roller in Gray on June 23, 2021 (order number XXXXXX) via the **** website for ******** The suitcase was delivered to me on June 28, 2021. I took it on it's first flight on May 27, 2022 and the zipper broke on the first leg of the trip. To be precise, one of the two pull sliders became jammed inside the seam of the suitcase and the teeth/tape of the zipper inside the seam is twisted/knotted to the point where the zipper is now stuck and cannot be accessed to close or lock the suitcase. The space in which the pull is jammed is less than 1" in diameter. I attempted to pull the zipper out by pulling on the piece of the pull that is visible, however, due to limited space and an inability to see the extent of the knot/twist, the zipper cannot be unjammed. I reached out to **** and **** asked for pictures. I informed them that I can send pictures, but that the pictures will not be very helpful since the problem is INSIDE the seam itself which is covered by fabric due to the manufacturing process. They refuse to help until they can SEE the issue in photos. I offered, at their direction, to cut the seam of the suitcase open to expose the zipper, but then I am destroying the suitcase in order to get them what they desire. I filed a warranty claim pursuant to their own "**** Limited Lifetime Warranty" which states that my bag is covered and that one of the covered issues is "zippers that break or can no longer open and close". Their warranty further states, "in the event of a valid warranty claim (which this is based on the information above), we will provide you, at your option, either repaired or replacement luggage." I requested that my luggage be repaired, or that if it cannot be repaired, that it be replaced. The entire reason I purchased this suitcase was based on their Limited Lifetime Warranty. Had they not offered it, I would have purchased something else for a lot less money.

• Initial Complaint

  Date:05/31/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** *** ***** I placed an order, item# XXXXXX through Beis Travel, out of California, I ordered The Work Tote, in black Croc, for ******* . This doesn't include shipping costs. I have made many attempts, via text, to start the return process, which they say is available. You click on reasons for returning, then suppose to on item returning. When I click on item returning, Beis sends me to a page with replacement selections. I want to return, not replace send item #XXXXXX. It repeatedly send to that web page. No where that allows a real return or refund. Please help. I've contact them with this problem several times, with nothing more than a stock reply. I want a return shipping label. Not a replacement item. Thank you in advance.

  Business Response

  Date: 07/01/2022

  Consumer Response /* (2000, 14, 2022/07/01) */ Thank you for your email. I have actually finally resolved the issues I had with ****. Took awhile but all is well, now. Thanks again for your help.