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Business Profile

Luggage

Traveler's Choice Travelware, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Luggage.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 2 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:02/18/2025

    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.
    Hi I purchased the *** ****** 2 less than a year ago. I used it couple of times during my international travel. Now the one of rear wheel is getting jammed and it is making exponentially hard to push luggage. Also the zip is getting stuck. I tried to contact customer support and left without any help. They are ping ponging me to different process and website link. I want either refund of replacement. I am happy to return this back but I should not be paying shipping for something that warranty should cover

  • Initial Complaint

    Date:05/17/2024

    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.
    My suitcase arrived open and missing an entire wheel,unusable,so I filed a claim.On 4/22 some unhappy person named ****** emailed me with the tracking number for ****** My luggage was due for delivery on 4/26,then 4/27.Looking at the app, since that Friday my suitcase had been sitting in ************* with "delivery exception","package delayed",and"future delivery requested". Not once has the app said "out for delivery", not have i recieved notification.Its now Thursday, and every day the same thing from ***** (all those error messages) and ******. I dont use ***** so there is no future delivery requested. This whole week ****** has been completely useless. She told me to contact *****, I complained again and they "filled a claim". Those are the words I got. "A claim has been filed". ****** told me yesterday that it was on the truck and would be delivered. If you can read, the tracking number has never been on the truck for delivery. So not only does ****** not know what shes talking about, she cant help at all with luggage replacements. Less then helpful, no information and still no suitcase. 2 days of work missed and all I get from the DIRECTOR is that they dont control ***** and they cant do anything until ***** finished their investigation. So here I am with no luggage, dealing with ******* attitude and *****'s inability to deliver a giant suitcase. If ***** *****, why does Travelers Choice use them, and if ***** is understaffed as ****** told me, how long can their investigation actually take. I dont control Spirit and i didnt ask for my bag to be broken. Im the customer and I shouldnt have to wait while you do business. She refused to send me a new bag and told me to wait. In the mean time waiting for these 2 companies to do their simple jobs, I have no luggage. Do alot better, I wouldnt choose Travelers Choice if I didnt have to because theyre completely useless and unhelpful in every capacity. This should have been taken care of already, and not by me.

  • Initial Complaint

    Date:01/25/2024

    Type:Order 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 purchased a set of luggage in 2019. One handle broke and the luggage was replaced in 2022. The next year, every single handle (all six) on all pieces of luggage, including the replacement piece, broke. I was told by TC that they would send only two handles and that I would need to pay an exorbitant $15 in shipping, as well. As is, the luggage cannot be used. I am asking for six replacement handles (1) that are better quality than the ones on their luggage and (2) that they pay shipping.

  • Initial Complaint

    Date:04/14/2023

    Type:Order 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.
    We, like others, received the wrong luggage. Traveler's Choice refuses to send the correct order unless WE pay shipping to send their wrong order back. or travel 2 hours to an airport as "they may be able to help." Additionally, the communication from this organization is abysmal and ******, at Travel's Choice, essentially called us liars. They CANNOT send the correct order because they are "sold-out" NOW (not the case when we ordered) according to their web-site. So, it is obvious, they tried to substitute a different suitcase as a replacement. Others should beware of this Company!

  • Initial Complaint

    Date:12/23/2022

    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.
    Purchased ********* Select luggage set for $154.77 on Amazon on May 12, 2022. After first use in October the wheel on the largest case was broken. Filed a warranty claim with Traveler's Choice and was denied on Dec 5 saying it was not a manufacturer defect. However, it is so cheaply made it was bound to break. I then tried to repair myself, but since so cheaply made, this is not possible. Seeking a return and full refund.

  • Initial Complaint

    Date:12/05/2022

    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 purchased 2 pieces of Riverside Luggage on 12/27/2018 on 10/19/22, I filed a Warranty Claim for a defective and failed interior zipper on 1 of the items, On 12/5/2022 I received a denial of my claim stating the product was out of warranty as it has a 3 year Warranty and normal wear and tear is not covered under warranty. The product in fact has a 10 year Warranty according to the tag attached to the luggage, Also, the zipper is defective and fell apart, that is not normal wear and tear. Emails to the company are not accepted and returned.

  • Initial Complaint

    Date:09/28/2022

    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.
    Product failed after 2nd use and when I filed warranty claim, they blamed it on me and denied the claim. Horrible service. The luggage shouldn't fall apart after the second use.

  • Initial Complaint

    Date:06/06/2022

    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.
    Company is refusing to honor return policy after shipping items that were the wrong size. Company refuses to let customers speak to a manager and even goes as far as hanging up the phone in customers face!!

Traveler's Choice Travelware, Inc. is NOT a BBB Accredited Business.

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