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Business Profile

Luggage Manufacturers

MVST Select

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Luggage Manufacturers.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/20/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 originally bought an aluminum suitcase in March 2022. After using for about a year, there was damage to the shell of the suitcase along with the *** locks jamming causing the suitcase to be unusable. I contacted MVST in June of 2023 of the issue. MVST responded by sending me a replacment suitcase however did not request my original suitcase back. Becuase of this I discarded the original suitcase as it was faulty.In December 2023, I had a similar issue with the replacement suitcase where the locks jammed and cracks in the shell did not allow the suitcase the ability to close.Upon contacting MVST, through email, I was told that my replacement suitcase is covered under warranty, however they would not offer a replacement, repair, or refund as they alleged, I was sending photos and video of my original suitcase instead of the replacement. After numerous back and forth with multiple videos and photos, they refuse to provide any resolution. I have offered to even send them the replacement suitcase so they can verify it is indeed the replacement suitcase but have refused.

  • Initial Complaint

    Date:12/07/2023

    Type:Product Issues
    Status:
    Unanswered
    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 recently had my suitcase handle break while traveling, and I reached out to their customer service close to ten times to no avail. They don't get back to my many emails or help provide support. I sent them a video and image of the warranty-covered damage along with the receipt and have not heard back at all. Their warranty terms and conditions state that there is a 5-year warranty period that covers the issue I'm facing.

  • Initial Complaint

    Date:11/14/2023

    Type:Product Issues
    Status:
    Unanswered
    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 a luggage from them and apparently the luggage they sent me is defected. Ive try to contact the company over 2 weeks but they just completely ignore me. I have attached my email screen shot to prove that the company has been ignoring my email. I contacted them on 10/27 and my issue is still not resolved

  • Initial Complaint

    Date:08/02/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    March 20, 2023 - I bought the **** Aluminum Suitcase Silver in size Large for $480.25.March 23, 2023 - it was delivered to my home April 2023 - I used the luggage on a trip overseas and it broke due to regular use May 4, 2023 - I contacted their support team to see if I could have it fixed.May 11, 2023 - After some back and forth, it was determined by **** that the damage was under warranty and would be fixed after sending it back.May 18, 2023 - The defunct luggage hows now been delivered to their facility using the shipping label they provided: ************************************************************************************* May 22, 2023 - I did not get confirmation that it was received so I emailed them again asking for them to confirm May 24, 2023 - Still no confirmation but I received an email saying that Warranty repair usually takes 3-4 weeks June 26, 2023 - Still no update and no confirmation. Sent an email requesting an update.June 30, 2023 - Was provided with an update that the team had successfully completed the repair and it was now scheduled for shipment via ****** Was also told that We have taken great care to ensure that your item is in optimal condition, and we sincerely hope that it meets your expectations. I was also provided with a tracking number that I would later find out led to nothing: ************************************************************************************* July 19, 2023 - Reached out to the **** support team again since I saw no update on the ***** tracking number they provided explaining that I was hoping to get the luggage in time for a trip August 3rd. In the same day they replied to me letting me know that Rest assured, your concern will be resolved accordingly before your upcoming trip in August.July 22, 2023 - All of a sudden it was relayed to me that due to the fact that the luggage was shipped back to them without a box (which ***** told us it would be the only way to ship and is done all the time) that it resulted in leading to severe damage beyond repair and that Normally, such circumstances would fall outside the coverage of our warranty, as shipping the product is not an intended use according to our terms and conditions. However, we believe in providing exceptional customer service, and as a one-time courtesy, we will be happy to send you a replacement. However they go on to say Regrettably, at the moment, the silver large Trek suitcase is currently out of stock. However, we expect to receive a restock in the middle of next week. As soon as we have the product available, we will promptly ship out the replacement to you.July 23, 2023 - I let them know that it has now been MONTHS since Ive had my luggage and that no issue had arisen the entire time they have had my luggage in their possession but all of a sudden it is now irreperable. I requested a refund and have not heard from them since. August 1, 2023 - I sent another email letting them know that it has been past the time they stated that this would be resolved and that during this time the luggage has not been deemed out of stock via their website but I have yet to receive any type of notification that a new one has been sent or that a refund has been issued.Plainly, I paid for a product that I now no longer have and is been held from me by the company. They have made empty promises. I would like to be issued a refund and I no longer want the product or to represent the company in any capacity including the use of their product.

MVST Select is NOT a BBB Accredited Business.

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