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:01/17/2025

  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.

  Luggage Set purchased with Morning Save we received is wrong color. Unable to get response from Morning Save. We just want the color we requested. We Need Your Help!******* *********

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair 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.

  My company sent me luggage for retirement November 2023.I have used the luggage twice and one of the wheels came off.I submitted a claim form, along with pics via email (2x).I have left two voice mails. I have yet to hear from anyone regarding my claim.I sent another email inquiring if my original email was received. No response from the company.I am wondering are they going to honor my warranty or not

  Business Response

  Date: 12/19/2024

  Good morning ****,

  I fully understand your frustration. Nevertheless, Olympia's warranty states that after you submit a warranty claim, Olympia will respond within seven to fourteen business days. You can find more information on our website at *****************************************************.

  
  Additionally, our busiest time of the year is the holiday season, which is the reason it may be more difficult to contact someone who can assist you.

  
  Moreover, I was able to assist you and waive the shipping and handling fees for the part replacement of $9.50 as a one-time courtesy. It would be greatly appreciated if this claim could be resolved.

  
  If you have any further questions or concerns, please do not hesitate to contact me.

  
  Happy holidays,

  Customer Answer

  Date: 12/19/2024

   
  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Warranty they provide is a bait and switch warranty. Within a few months of purchasing 3 suitcases, two wheels fell of 2 suitcases while traveling. I contacted Olympia. They had me fill out a warranty form. After about 3 mos of not receiving the wheels I was told the wheels were on indefinite backorder. A year later, still no wheels. After speaking via email and phone with company I was offered 2 suitcases in a completely different color than I purchased and at a cost of $65 to ship. I want what I purchased, not what they feel is appropriate. I gave my money for a certain product. I want that product or a coupon to purchase what I want. NOT what they want me to have. This is akin to buying a brand new ******* having it be a lemon, and ****** offering a **** as replacement. Unacceptable! Had their warranty card stated their complete warranty stating I could not get what I paid for, I would never have purchased the suitcases. Give me what I gave you money for or refund my money.

  Business Response

  Date: 03/20/2024

  Good morning,

   We do apologize for the inconvenience this may have caused.  I have stated to the customer since she waited a long time for the wheels. We are more than happy to send you a replacement luggage, currently, we do not have the Matrix series in the color teal as a replacement option. However, I can send you the color navy instead. Also, since she wanted to replace the large size and med-size luggage we are able to nest them together which would result in a onetime payment of $30.00 for both luggage. It was not a different style of luggage just a different color.

  Customer also asked for a refund. ********************** USA does not offer momentary refunds or compensations for defective items. However, we would be more than glad to offer the customer a 75% off coupon from our website (not included sale item). 

  In addition, she mentioned the wheel broke while loading on a plane. As the manufacturing company, we do our best to advise all customers to always be aware of the condition of their luggage, after it has been handled by any airline company personnel. If you do happen to notice any damage that has occurred, you must file a claim with the respective airline company immediately to obtain a full refund of your product, or a replacement. This is also advised to avoid any customer from paying the shipping and handling fees directly from the manufacturer. However, as a onetime courtesy for the customer and wanted to provide the best experience for the customer we offer to replace her **********************. 

  Furthermore, we tried to be reasonable with the customer and did our best to satisfy the customer. 

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21340787
  
  I am rejecting this response because:

  I did not purchase Navy because I did not want navy. Everybody has black and navy luggage, making it impossible to find your luggage when its in the carousel. I want a bright color. I will accept the 75% off coupon for the website.  Warranties should be for what you purchased, not with the manufacturer, feels like giving you. Thats bait and switch. Thats against the law.

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/19/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  The entire handle broke into bits.

  Business Response

  Date: 12/19/2023

  Good afternoon, 

  We apologize or the inconvenience, however, our limited manufacturers warranty and does not cover any expected decline in the condition of the product due to customary use,accidental damage,and/or normal wear and tear. You can find the warranty here for further information, ***********************************************************;

  Best regards, 

   

  Claim Date: 12/19/2023

  DOP (Date of Purchase): 11/20/2015

  Reason for Filing Claim: Handle fell off

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21026556
  
  I am rejecting this response because: the handle disintegrated completely. This should be covered by warranty, because there is no reason that this is not a defect. This is the second time this has happened and Olympia has denied warranty coverage. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/03/2024

  Good afternoon,

  This item was purchased in 2015. After reviewing the damage caused to the luggage, it is not covered under our limited warranty. 

  Best regards, 

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 emailed this company that I've found of their website and was contact by ******** The customer service that I received from her was great even if I didn't get a replacement or a fixed luggage. Then I got an email from ******. This customer service was the opposite from ******** All that I asked for was a fixed zipper and at first they said that we'll replace your luggage. I was like ok. Then I was told by ****** that sorry but we can't help you because the warranty doesn't cover your issue. I then asked for her boss and she said that she doesn't have one. I said so who hired you? Give me their email and she said I can't do that. She did offer me 75% off for my problems but the issue is that I didn't want a whole set of luggage that was on the website. Anyways, I thank her for her time and now I am putting it out there not to buy from this company.

  Business Response

  Date: 08/15/2023

  Good afternoon,

  I am sorry for the inconvenience; As I have stated to the customer, ******* is still under training and is still learning about our warranty. Unfortunately, our warranty does not cover for zipper damage. However, we emailed about sending a replacement zipper pull at no cost which customer denied. The customer also mentioned that the damage was caused by airline mishandling. As the manufacturer company, we do our best to advise all customers to always be aware of the condition of their luggage, after it has been handled by any airline company personnel. If they do happen to notice any damage that has occurred, the customer must file a claim with the respective airline company immediately to obtain a full refund of your product, or a replacement. Our warranty does not cover any airline damage and so we are unable to replace the luggage. Also please note that this luggage was purchased in 2018 so this would be considered an accidental damage not a defect in material.

  In terms of management, I am responsible for customer service and warranty administration manager. A **************** manager hired me and trained me to run this department and to train incoming employees so it is not possible to forward his email to another department.

  Best regards, 

   

  ********************
  Warranty Administration & **************** Manager
  *********************************************, Inc.
  Tel: ************
  www.OlympiaUSA.com/warranty 
  

   

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Purchased luggage - Olympia product number HF-**** in Feb 2020. One of the wheels is damaged due to poor quality - the wheel simply deformed and does not allow for the movement of the luggage. I submitted a claim through Olympia Warranty with appropriate documentation and was told that this product is out of production and they don't have replacement parts. The warranty card states a 10 year warranty. The company is refusing to honor their warranty to either replace the part and if they can't replace the part, then replace the whole unit (bag).

  Business Response

  Date: 04/21/2023

  Good morning ******,
  
  We do apologize for the inconvenience, however, Olympia International, **** does not warrant that it will be able to repair any product under this warranty or provide a replacement product. After reviewing your claim, the damage caused to your product, is not a manufacturing defect. Our warranty is a limited manufacturers warranty and does not cover any expected decline in the condition of the product due to customary use, accidental damage, and/or normal wear and tear.
  
  You can find the warranty here for further information, *****************************************************.

  Best regards,

  *************************
  Warranty ****************************** Rep.
  *********************************************, ****
  www.OlympiaUSA.com/warranty
  

• Initial Complaint

  Date:12/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  On 2/26/2019 I purchased Olympia ********" ******** Spinner for $42 on ******. Within a year the bag started to pull away from the zipper. I contacted the company and they confirmed that this was covered under their warranty but I would have to pay $30 (75% of the original cost) to have the new item shipped to me. Warranties, per Consumer Protection laws, must be practical to get satisfaction. I'm sure anyone would agree that paying out a total of $72 for a carry-on bag, without defect, that is worth $42 is not practical.

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/21) */ The company's limited manufacturer's warranty states that Olympia International will cover the cost of the defective product. It also states that there is a 30.00 shipping and handling fee to which the customer is responsible for. You can find the warranty here for further information, ******************************************

• Initial Complaint

  Date:11/04/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Sent Olympia LLC 30 dollars for replacement luggage under warranty on August 30th 2022, was gold 4-6 weeks contacted them again ****** told me that he forgot to put my warranty claim in and that it would take more time I contacted them on October 25th and November 1st for an update no response

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/09) */ Good morning ***************, I am sorry for the delay in response. I was away for a few weeks due to my mother's passing. I had submitted your order before I left, however, since I was not here , I was not able to give you an update on your order due to the circumstances. Your package will arrive on November 11th. Tracking Number: ****************** If you have any further questions, please do not hesitate to contact me. *********************************************************************************************************** www.OlympiaUSA.com/warranty

• Initial Complaint

  Date:07/15/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 ****************** Expandable Spinner Set with Hidden Carry-On Laptop Compartment (3-Piece): Teal for $149.99 on 08/28/2018. Earlier this year, I was travelling and one of the wheels detached from the plastic housing on the large sized luggage. One wheel stopped spinning while walking / rolling at the airport. The luggage does not roll anymore due to the wheel being broken. I submitted a warranty claim as per the directions on their website - complete with pictures, the warranty claim form, and receipt of purchase. I have emailed this multiple times with zero response. I have tried calling but voicemail is full with zero response as well. I appreciate assistance with this warranty claim. Thank you.

  Business Response

  Date: 02/01/2023

  Good morning,
  
  We are sorry for the delay. Your e-mail was answered in the order received. Our only customer Service representative is working diligently, as your query and satisfaction is very important to us here at Olympia. Our customer rep. sent an email response on 7/18 in regards to providing you with wheel replacements.
  
  Thank you,
  
  Warranty Administrator/Customer Service