ComplaintsforOlivet International, Inc.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company manufactures luggage under the Protege label for Wal Mart. I purchased a 2 piece set (PG6010001492501) on July 25, 2023. The smaller 21" bag has been used twice, once last summer and again 2 weeks ago. On the second use, the handle broke. This set carries a 5 year warranty against defects. I contacted Wal Mart customer service, who gave me the phone number for Olivet customer service. I have left 4 voice messages and have sent one email regarding this issue and have had no response at all from the company. It is clear they have no intent to honor their advertised warranty. I have requested to have the smaller bag replaced.

  Business response

  07/01/2024

  An email has been sent to the customer, thank you.

  Customer response

  07/01/2024

   I am rejecting this response because:  I have submitted all the requested information and photos (again) to the vendor. I am now waiting for their response. It's interesting that it took a BBB complaint to have them contact  me about this situation.
  
  
  

  Business response

  07/02/2024

  We are in communication with the customer, see attached email. Thank you.

  Customer response

  07/17/2024

   I am rejecting this response because: I don't consider this resolved until I receive the replacement bag.
  
  
  

  Business response

  07/17/2024

  A replacement will be shipped to the customer, thank you.

  Customer response

  07/18/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company works off slave labor and uses shell companies to commit tax fraud, they also don't care about safety of their employees so I will not be buying their products and hope that nobody else will either

  Business response

  06/17/2024

  I am not sure how this is a BBB complaint. This sounds horrible and I think this is inappropriate. Thank you.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a luggage made by Olivet at Target 10/28/23 and the luggage zipper has broken after only one use. This has a 5 year warranty and I have tried calling them multiple times and I filled out their form online as well. I am waiting for a response and from the reviews it seems it's an ongoing issue for many. I would like for Olivet to stand behind their warranty and please replace the broken luggage. I have others from them that are fine so I don't doubt that they make quality products but if I have a defective item, they should stand behind their products.

  Business response

  06/07/2024

  We have no record of your inquiry in our system. We will send an email to the customer. Thank you.

  Customer response

  06/11/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have advised that they will send me a replacement luggage so I hope to receive it to close this out. I appreciate their response and hope they complete the replacement as advised. Thank you.

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We purchased luggage from ******* that has a 15-year warranty from Olivet International. One piece of the luggage was defective so I contacted Olivet and provided all the requested documentation. They sent a replacement piece which is totally unacceptable. They claim it is comparable, but I looked up this piece and it sells for half the cost of the one I purchased. Not only is the luggage a different style and color from the luggage they were replacing, it does not have the *** combination lock that is on the others we purchased. This is not acceptable to us. We could live with different style and color but we paid extra to purchase luggage with the *** combination lock and the replacement is not an equivalent substitute.I've reviewed the other complaints on this site about Olivet's warranty responses and they are all very similar. They reply that they no longer have the same luggage that was purchased. However, that luggage continues to be available at the stores that they are a supplier for. It appears that they just send the cheapest piece of luggage they have available to say they met their warranty. This is not acceptable. to me. I will also file a complaint at *******.

  Business response

  06/03/2024

  A comparable replacement was shipped to the customer, thank you.

  Customer response

  06/03/2024

   I am rejecting this response because: the item with which my luggage was replaced was NOT comparable. I found the piece of replacement luggage I received for sale at ******* where you receive 5 pieces for $149. I paid $84 for this one piece of luggage. It had the *** combination lock built-in, which the "comparable" replacement did not. It was much inferior to the one I purchased. This seems to be Olivet's canned response to every complaint I've seen when they provide a replacement. 
  
  
  

  Business response

  06/04/2024

  We apologize that you are not satisfied with the replacement that was sent to you. We will review other options and reach out to see what we have available for you. Thank you.

  Customer response

  06/07/2024

   I am rejecting this response because:
  I haven't heard from Olivet. This just sounds like a stall technique. 
  
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My ********* luggage purchased in 2022 has a 10 year warranty from Olivet International. Both pieces of luggage have failed. The leather has ripped on one and the handle completely ripped off on the other. I have been trying for months to get a hold of the warranty company. *** left two voicemails that have not been returned and their website is blank when I go it. How else do I reach this company??? I need my luggage repaired.

  Business response

  05/14/2024

  An email has been sent to the customer, thank you.

  Customer response

  05/15/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have emailed them the information they needed from me in their email. Im hopeful they will repair my items and if they continue to not respond as they previously did, I will contact BBB again, thank you. 
  

  **********************;

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In January 2023, we bought a suitcase with a five year warranty from ******** In March 2023, we used it for the first time. At the airport, the handle would not go down so it went on the plane like that. When we go home we sent Olivet this information and they told us not to send the suitcase back but send in many details and pictures. We would send in the information and they would send nothing and ask for the same information. We did this many times. Finally, we stopped doing that and asked the ****** channel troubleshooter to help us. I never got help from them either. Than as I was telling a friend about this she suggested that we notify the BBB in the town with the company is. Since they promised a replacement, we would like new luggage or the 75 dollars to get another one.

  Business response

  04/09/2024

  We have no record of this customer. We will send out an email to the customer. Thank you.

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On September 23, 2023, I purchased the iPack Impact 3-piece Hardside Spinner luggage set in Aqua from Kohls for $124.99.I used the large suitcase twice, once in October 2023 and again in January 2024. After the return flight in January, I saw the large suitcase was cracked and a substantial piece of ************** was missing. I contacted the airline and they denied my claim because my flight landed more than four hours prior to my reporting the damage.The ********************* page of the iPack website (************************************************) provides three options to contact them, one of which is via email, and the instructions state, "Send us an email at ************************************** and we will reply promptly within one business day." I sent an email, with images and proof of purchase, on 1/31/2024, 2/11/2024, and 2/23/2024 and have not received a response.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a 32" suitcase from Burlington and it got damaged in travel. I reached out the warranty company Olivet International and they sent a replacement that was totally different to what I purchased. In the attached documents from email, they explained to me that they apologized for sending me the wrong product, but this is all they could do because they no longer have the product, I purchased in stock anymore. Therefore, I requested that they either refund me or make some type of compensation due to not sending something comparable to what I purchased. The replacement they sent was a 30" suitcase and different brand.

  Business response

  03/05/2024

  A comparable replacement was sent to the customer, thank you.

  Customer response

  03/09/2024

   I am rejecting this response because: The item they sent is not comparable to what I paid for and size. A replacement is supposed to be equal value and size. I'm requesting the compensation of what I paid for since I was sent a different model and size luggage. 
  
  In the attached pictures, the suitcase on the left is my original purchase (32"). The luggage on the right is what they sent me as a replacement (30"). It is a different size, color, and brand. This is not acceptable. 

  Your feedback and assistance are appreciated,

  ***********************************

  
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Jan 10, 2024, I reached out to ****** International *** via email for my luggage warranty claim, after series of email exchange, I sent all the required pictures, receipts, tags etc. It was determine that they will ship me the replacement luggage and it's not necessary for me to ship defective luggage. They asked me to fill out the form for replacement which I sent them on the same day Jan 10, 2024. On Feb 1, 2024 and Feb 8, 2024, I did follow-up through email and I received response on Feb 8, 2024 in email mentioning, that they are working on getting my replacement luggage shipped out and their processing time is 4-6 weeks On Feb 29, 2024, I sent the email that it is more than 7 weeks and I still had not received the replacement luggage, I have upcoming travel next week and I will need replacement luggage reached to me by March 8, 2024. I also informed them that if I do not receive replacement luggage on time i will have no choice but to file legal complaint. I also demand for compensation in that email.I ask Olivet International to send me the replacement luggage at the earliest and provide me with the compensation for inconvenience

  Business response

  03/01/2024

  On 2/21/24, your luggage was processed for a replacement. We are waiting to hear back from our shipping department for a ship date and tracking number. Thank you.

  Customer response

  05/01/2024

   I am rejecting this response because:
  
  Dear Olivet International ****
  I am writing to formally request compensation for the inconvenience and additional expenses incurred due to the delay in receiving the replacement luggage as per the warranty service agreement.
  
  On January 10, 2024, I contacted your company regarding a damaged piece of luggage that I had recently purchased. After providing all the necessary details for the warranty claim, I was assured that a replacement would be sent to me. Despite my repeated follow-*** and explicit mention of the urgency due to my upcoming travel plans, the replacement has not been dispatched to date.
  
  The delay has not only caused inconvenience but also forced me to purchase new luggage to meet my travel needs. This has resulted in unforeseen expenses and considerable distress.
  
  Therefore, I kindly request that Olivet International **** provide me with compensation for the amount of $1607, which covers the cost of the new luggage and other expenses and acknowledges the inconvenience caused by this delay.
  
  I believe in the quality of your products and the customer service standards your company upholds. Hence, I trust that you will address this matter promptly. If I do not receive a satisfactory response by May 21, 2024, I will be compelled to file a formal complaint with the relevant consumer protection agency.
  
  Please find attached email conversation, warranty claim form, and proof of the additional luggage purchase.
  
  I look forward to your prompt attention to this matter.
  
   
  
  
  
  Thanks
  Guru
  

  Business response

  05/01/2024

  We are processing a replacement luggage for the customer, thank you.

  Customer response

  05/02/2024

   I am rejecting this response because:
  The time to send replacement luggage had passed, the replacement luggage that was scheduled to arrive withing 4-6 weeks from Jan 10th. As of today, 17 weeks have passed. I had previously communicated, I have upcoming travel plans and the luggage is essential for my journey. The extended wait had led me to procure alternative luggage to fulfill my immediate travel needs, incurring additional expenses. In light of these developments, I kindly request compensation in the amount of $1607. This amount reflects the cost of the alternative luggage and addresses the unexpected outlay and inconvenience experienced. I appreciate your attention to this matter and look forward to a favorable resolution.
  
  

  Business response

  05/02/2024

  There has been a delay due to shortage of inventory. However, your replacement luggage is now in process and will be shipped out soon, thank you.

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased the 5 piece set 3/16/2023 from ******. Love the luggage but the outside zipper on the pouch the ********* is completely gone. It is the 24 inch twister upright. Only the 2nd time we have used luggage. Our set is gray and wondering if a replacement can be sent for this item. The item number above upc is #*****-21-5S. This is the Tag *******.We have contacted company by 800 number several times and no response. Actually my husband even sent a letter to address on warranty. We surely hope you can help us.

  Business response

  02/26/2024

  An email has been sent to the customer, thank you.

*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. ↩