ComplaintsforInUSA, LLC

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased 2, 3 piece luggage sets of plastic shell composition (hard) at the beginning of December 2023 for a holiday Christmas trip to ********** on December 17, 2023 went on the trip and the trouble started on the return flight to ******************************** (***) from departure from ***************** Airport (***) the plane had maintenance issues which ended up deplaning to another plane several hours later which all the baggage had to be transferred from one plane to another. Baggage crews were in a hurry and most likely mishandled the luggage. Plane originally was supposed to land in *********, ** around midnight but didnt get there until 4:00AM and were extremely exhausted, the baggage carousel did not start moving for over an hour now its 5:00AM and so I got my bags and got back home and did not unload for a few days later and when I unloaded the luggage I noticed a large open crack in the large 28 bag of which I determined it was a material defect as well as a harsh baggage handling situation. I have been in touch to make a claim with InUSA and was told several days later that it was totally done in baggage handling and that there was no material defect according to their staff that investigated the issue. So therefore they denied any warranty/guarantee to replace the one piece of luggage. All I wanted was to replace the one piece and they refused and told me to file a claim with American Airlines which I did and was also told that since I did not file within 24 hours of the flight that they too would not honor the damaged baggage claim and was denied. Anyways nobody wants to take accountability for any of the damages. InUSA does not stand by the quality of their products! Anyways, I am totally disappointed with my purchase of their products and recommend that nobody should either. Thank you, ***********************

  Business response

  02/05/2024

  Thank you for reaching out to us. We apologize for the delay in replying to this case. I'll be glad to assist you with this. The customer, ***********************, reached out to us last month regarding a suitcase that was cracked while in possession of American Airlines.
   
  The case was escalated to our ********************** with all the details and photos he provided. The Resolutions Team denied the claim due to the fact that the suitcase was cracked due to mishandling. There was no evidence of quality issues or defects.
   
  Our Limited Manufacturer's Warranty is clear in the coverage of quality issues and repairs only.  We're truly sorry to hear of the customer's negative experience with American Airlines and that they have such a short period of time to file a damaged baggage claim. However, as the damage is not caused by a quality issue, we are not responsible for the damage. Unfortunately, a cracked shell is not repairable, therefore there is no alternate resolution we can provide. 
   
  We offered the customer at that time a 50% discount to the customer on the purchase of a replacement.  However, at this time we're having a 50% off sale for Valentines day - we can offer an extra discount on top of the sale, which I would have to escalate the case for.
   
  Please note that, even if the Warranty Claim had been approved for a replacement, as per our warranty, the customer would have been responsible for the freight and handling costs of sending a replacement.
   
  If the customer is interested in purchasing a replacement suitcase, we can work with him on the discount we can provide. However, the damage is not covered by the Limited Warranty. We apologize for any inconvenience this may cause ***************************. We look forward to a reply to let us know if the customer wishes to work with us on the courtesy discount we are offering for resolution of his case. Thank you.
  
  --

  Customer response

  02/06/2024

   
  Complaint: 21116345
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  This is a product even when handled roughly should hold up to the type of handling airlines baggage take care of.  The manufacturers warranty should honor this defect no matter what was involved with handling my baggage.  Therefore they should replace this item free of charge, period.  Thanks, *********************;

  Business response

  02/22/2024

  Dear ***********************,
  
  We have received your answer to your BBB claim reply. Your feedback is important to us, and we appreciate the opportunity to resolve this matter.
  Upon careful review of the appeal to your case, we understand the frustration you experienced regarding the damage to your large mustard suitcase during transit with American Airlines. Again, we sincerely empathize with the inconvenience this has caused you.
  While our limited manufacturer's warranty typically does not cover damages caused by third-party carriers, we have decided to make a one-time courtesy exception in your case. We recognize that you were not responsible for the damage and that the incident was beyond your control.
  
  Therefore, we are pleased to inform you that we will be replacing your large mustard suitcase at no cost to you. This one-time exception is being made outside of our standard warranty terms as a gesture of goodwill and appreciation for your understanding.
  
  Please be aware that this replacement is an exception to our usual policy, and it does not imply any acknowledgment of liability on our part for the damage. Additionally, please note that the damage incurred to your suitcase is not covered under the limited manufacturer's warranty.
  
  We hope that this resolution demonstrates our commitment to customer satisfaction and helps alleviate any inconvenience caused by the damaged luggage. If you have any further questions or concerns, please do not hesitate to reach out to us directly via email or text message. We are here to assist you in any way we can.
  
  The replacement suitcase will be shipped within the next 5 business days under the ***** Tracking # 271298279263. Kindly note that the package is being shipped with Direct Signature Required for delivery to guarantee that you receive your suitcase. Track the package at *****.com to view the transit and delivery information or to hold the package at your nearest ***** pickup location if you will not be home on the 3 consecutive days they will attempt delivery.
  
  Thank you once again for bringing this matter to our attention and for your patience during the process of resolution.
  
  Have a great day!
  
  Sincerely,
  
  Customer Care Manager
  ********************** Manufacturing LLC

  Business response

  02/22/2024

  Hello BBB Team,
  
  We are shipping a replacement suitcase to the customer as a courtesy one-time exception.
  FedEx Tracking # 271298279263 - being shipped with Direct Signature Required for delivery to guarantee that *********************** receives the replacement suitcase. Thank you.

  Best ***************************** Manager
  ********************** Manufacturing LLC

  Customer response

  02/22/2024

   
  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

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/20/23 Quality of manufacturing sucks! As a Veteran I had travel all over Europe and in the ********* hand never have a broken handle, no matter how heavy the luggage was and before as a military person, I did not have restrictions on weight and lasted longer that all the modern luggage they sale now. Most of my luggage before were cloth luggage and never have a handle issu or even zipper issue and the luggage We bought before, were not that expensive or fancy with the 360 wheel turn or even as many wheels as the modern one. I know no luggage is airline proof or Cruuseline proof or Train proof, but handles should be tested before it goes in the market and even the sides of the luggage, for resistant to brake. Specially if it is a *** product. That broken handle could it happen to me on the way to the airport to take my wife and if I got injured because of it, I would done a lawsuit to the company. At least we are been honest, on how we think it happen, but I also think that is not our fault or the Airline, but the poor manufacturing or a defective no one noticed, because aparently the two pins holding the luggage broke. Also, the locking mechanism came off the hole, by not being properly installed. If they do not care to at least repair the luggage and not by sending me the parts for me to installed them, since I do not work for them or care to work for a deceiving company, that do not care about Seniors or Disabled Veterans. I THINK IT BE CHEAPER TO REPLACE THAT LUGGAGE AND I AM NOT EVEN ASKING FOR THE WHOLE SET OF 3, JUST THE LARGER ONE.Then people wonder, why we do not buy products made in the ***, if they do not have pride on what they do and no quality control. Otherwise, I be doing bad reviews until the day I die.Retired SSG *********, ***.

  Business response

  07/30/2023

  The customer, *******************************, contacted us regarding the suitcase he purchased from one of the store franchises through which we sell our luggage. The photos provided clearly showed that it had sustained several impacts that clearly damaged the lock and the outer part of the handle, as well as caused multiple scrapes and discolorations resulting from impacts to the shell. 
  
  Our warranty covers quality issues, which may arise from defects in material and labor. It doesnt cover handling use, which is clearly seen as the issue with the suitcase. The suitcase isnt broken, its scratched in the same way any hard side suitcase would be scratched with the handling and impact it sustained. Suitcases are made to withstand harsh travel conditions to hold up to Carrier harsh treatment.
  
  The customer completely refused to file a claim with the airline, which resulted in the approval of the claim for replacement parts only. We require a denial-of-claim letter from the responsible Carrier to consider other possible courtesy resolutions, such as replacement of the damaged suitcase. 
  
  As our warranty states, we will gladly provide a new replacement handle and replacement lock at no cost at all, along with videos on how to install them in less than 15 minutes, so that the customer could continue using the luggage. We can also provide phone support within our business hours, in case further assistance was needed. This is standard in the industry. However, the customer refused this resolution. 
  
  We have been trying to help the customer since day one, the same way we help all our customers, to ensure that they are satisfied with our products.
  
  We continued offering the handle and lock replacement, but the claim resolution was refused by the customer with the use of crass, offensive, and abusive language, as well as disparagement of our products and threats of harming our company reputation online. We understand the customer is upset that his suitcase was damaged by the airline he used. He is in his right to submit product reviews of the items he purchased. However, we did offer resolutions for the damaged suitcase under our company policies and they were rejected.
  
  The last our company heard from the customer was that the online store he purchased the suitcase from has refunded him in full for the entire luggage set. 
  
  As the customer has received this resolution through the store he purchased the item from, the case has been closed. Again, were sorry that the customer experienced the luggage mishandling with the airline and that our provided resolutions were not accepted by him. We thank him for being a part of the InUSA family.

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