ComplaintsforGroup III International Inc.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an issue with a Swissgear backpack that I had received as a previous warranty replacement. I created a ticket and went through the whole process of sending in the tags as requested to replace the defective backpack. After receiving the requested tags, they then sent me a 15% off coupon instead of replacing the backpack as before and have now been ignoring all of my emails to the support team. Zendesk Ticket: ******

  Business response

  07/12/2024

  Hi there,

  It seems that there was miscommunication since the customer had multiple email addresses.

  His claim was approved and a code for his replacement bag was sent to the email he input on his warranty claim. His code is SGW285137 and apply at checkout for this item Swissgear 3573 Laptop Backpack - Black/White Logo. Please ensure there is only the replacement item in the cart at checkout.

  Regards,

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

  Customer response

  07/15/2024

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

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased 29inch SwissGear check luggage for $139.99 on March 30, 2022 from Amazon. Bag handle is now cracked after only 3 uses. I have tried to work with the company for a warranty replacement but they say they are unable to process as they cannot locate the "labels" that were mailed back and won't accept the photo copies I made (attached). The business is not working in good faith to honor their 10 year warranty and repeated emails and phone calls are not resolving the request to replace. Replacement of equal size of bag or 100% refund is desired outcome. Photos of damage, invoice and tags they requested are attached.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought luggage from them in March. I took it on a cruise and the wheels completely came apart so I filed a warranty claim. They will not respond to my claim.

  Business response

  07/02/2024

  Hi there,

  This claim was approved from the screenshot provided but the required seam label form was never sent in for finalization of the claim as stated in our warranty process. The claim E9A8DS46R4T needs the form for completion.

  Regards,

  *****

  CX Manager

  Business response

  07/02/2024

  Hi there,
  
  This claim was approved from the screenshot provided but the required seam label form was never sent in for finalization of the claim as stated in our warranty process. The claim E9A8DS46R4T needs the form for completion.
  
  Regards,
  
  *****
  
  CX Manager

  Customer response

  07/15/2024

  The code they sent me never works. I have sent them an email but no response yet. 

  Customer response

  07/16/2024

   
  Complaint: 21859446
  
  I am rejecting this response because:

  The code they sent me never works. I have sent them an email but no response yet.
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchase a SWISS GEAR backpack a while back, about a year ago. It started getting certain damage areas. I had email the company. This goes back to last year of Monday July 17,2023. This is part of the letter: "As of 2019 we provide a 10 year extended warranty on all SWISS GEAR,WENGER items purchased" The problem is that they are not responding. This is what I was asked: Photos of damage, Photos of the ** Number label. I have already emailed all of the detailed information that asked for. Whenever I email a letter asking as to what is the problem as to why they are not responding, this is all I get: Your request (******) has been received and is being reviewed by our support staff. More than likely as it has already been with about ten of these same old responses, they refuse to email me any detailed information as to whether they are going to send me a check, a voucher for a new backpack or an even exchange. I have even emailed them a copy of the receipt. Thank You Very Much for your attention to this matter. To add additional comments, reply to this email.

  Business response

  07/01/2024

  Hi there,
  

  After re-reviewing a new receipt from the customer, we will accept that receipt as proof of purchase but the warranty coverage is denied for the following reason(s). The product exhibits improper use, improper handling and normal wear and tear. When used under normal conditions for which they are designed, these products are warranted to be free from defects in materials and workmanship. The bag is not defective and the workmanship of the product is not defective. Here is a link to our warranty **********************************************
  

  Regards,

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

  Business response

  07/01/2024

  normal wear and tear

  Customer response

  07/12/2024

   
  Complaint: 21762722
  
  I am rejecting this response because:

  Why all of this go to this link and click here for this link etc., when all you had to do is this...*********.Love604@yahoo.com  will no longer be sent automatic notifications from the BBB Complaint System.

  This is very IDIOTIC as well as to what is very wrong in American Businesses today. Just exactly, what has changed? Did the BBB back down from this investigation, after all,, they have falsified there warranty claims.

  
  
  

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

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Swissgear backpack ***** purchased nordstrom December 2023 backpack has 3 yeat warranty filled out all the claim and info asked havent recieved even thanks for your claim we are reviewing just on my claim page says we are reviewing emailed customer service no reply

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contacted Swiss Gear about warranty of suitcase.Please see correspondence provided. They instructed me to send in the claim form with labels attached, which I did, then did not hear back or receive any further responses when I emailed.They have been "ghosting" me.Their initial response was that it qualified for replacement, but I have not had any response from the emails sent, or claim form which was submitted. They initially confirmed that the suitcase was within warranty period and would would be replaced or partially credited, per their response.I would like my credit or replacement as the warranty states, and as they promised.

  Business response

  05/15/2024

  ************************* from Wenger explained that they had not reached back out to the consumer regarding her warranty after she was approved because they did not receive the claim form via U.S. mail.

  After confirming with the consumer that it was in fact sent to them already, ****** stated that he understood that if ****** cut the label out she will not be able to send another form.

  ****** stated that if ****** takes a picture of her product showing the label has been cut out and sends a picture to (*****************************), he can accept that instead.

  Consumer should advise once this has been completed.
  

  Customer response

  05/17/2024

   
  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 included the photos that the Swissgear representative has requested and will also email copies to Swissgear as requested

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

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Fabric and sewing ripped

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a set of luggage which contains total of 3 and a backpack. I emailed them right away that I didnt received it even though it was marked as delivered on Feb 22 2024. I didnt receive any response from them. I follow up Feb 27 2024 and still no response. I tried calling the phone number but no one is answering. My order number is SWG-**********. I just want my money back as a refund to my original payment method.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately two years ago I purchased SWISSGEAR luggage that after two trips fell apart at the zipper. I have provided the company with all of the requested info to warranty the product except for the receipt re proof of purchase. The product is clearly new, clearly SWISSGEAR and has fallen apart at the zipper. The pictures I sent show that it is a SWISSGEAR product. I lost the receipt and so they tell me that the 10 year warranty does not apply as I have no receipt yet it is a SWISSGEAR product!!I wrote to them and submitted the required info except the receipt which has been lost . SWISSGEAR apparently stands behind its product for durability and warrant yet not in my case b/c I have no receipt? Its been two year! I have lost it and it is clearly a SWISSGEAR product. I would like the warranty to be honoured and future buyers to be aware that they do not stand behind their product for warranty purposes. Two years and it falls apart?

  Business response

  03/01/2024

  Customer submitted a complaint on Swiss Gear which is not handled or managed by the ** market.  This complaint is invalid. 
  All SwissGear ****** customers can submit a claim on: ****************************************;
  The ** market is unable to support ****** claim. 

  Customer response

  03/01/2024

  As you are aware, I have been getting the run around. BBB ****** advised that the company is owned by ** company and transferred my file to you. If this is now not the case, please transfer my file and all of its contents back to BBB ****** for further action and let them know that the company is ********. Attached is my communication with them. First I contacted SWISSGEAR.com who told me to contact the ******** company and so I did and they said they fall under a company in ** and that is why BBB ****** transferred the file to you. Please send all info back so that they can start a new file. I have attached my communication with the company that I also shared in an email to the BBB ****** coordinator who obviously ignored it as she was advised that the company is handled by your office. Someone needs to help me hear. I am in a loop of referrals with no ownership or action.

  Customer response

  03/03/2024

   
  Complaint: 21233940
  
  I am rejecting this response because:

  I have been advised that the company is American. My complaint has been getting the run around and passed around like a hot potato.
  
  the complaint is against Travelpro ************* which is an ****************** The product is SWISSGEAR.

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

  Customer response

  03/04/2024

  you have requested info as to how I have come to the conclusion that the company responsible for my claim is travelpro products. I was advised by Bbb ****** that the company I have been corresponding with (TP Holiday Group) is owned by Travelpto products. If you read the trail of my communication to BB Canada attached you will see how this conclusion was reached by BBB ******.

   

  i attached the trail of communication with bbb ****** and a snap shot of where they told me it Travelpro that is responsible.

   

  thanks

  anthi

  Customer response

  03/04/2024

  you have requested info as to how I have come to the conclusion that the company responsible for my claim is travelpro products. I was advised by Bbb ****** that the company I have been corresponding with (TP Holiday Group) is owned by Travelpto products. If you read the trail of my communication to BB Canada attached you will see how this conclusion was reached by BBB ******.

   

  i attached the trail of communication with bbb ****** and a snap shot of where they told me it Travelpro that is responsible.

   

  thanks

  anthi

  Customer response

  03/04/2024

  you have requested info as to how I have come to the conclusion that the company responsible for my claim is travelpro products. I was advised by Bbb ****** that the company I have been corresponding with (TP Holiday Group) is owned by Travelpto products. If you read the trail of my communication to BB Canada attached you will see how this conclusion was reached by BBB ******.

   

  i attached the trail of communication with bbb ****** and a snap shot of where they told me it Travelpro that is responsible.

   

  thanks

  anthi

  Customer response

  03/04/2024

  Other than all the emails and pictures I sent you, I have nothing else. The product is SWISSGEAR clearly shown on the suitcase pictures. Thats all I have. Not sure what order number you are referring to.

  thanks

  anthi

  Business response

  03/06/2024

  ***** from SWISSGEAR explained that a receipt is required for warranty as stated on their policies and also the consumer's warranty card. An itemized receipt is needed because SWISSGEAR needs to be able to identify the date of purchase, where it was purchased (shop or private seller), and how much the item was purchased for.

  A credit card statement would be missing this information so it would not be helpful in this matter.

  ***** also stated that their warranties cover product defects and not damages that are incurred by traveling.

  If the consumer made the purchase online they may be able to find an itemized receipt for the product, if this is the case the consumer should attach to the complaint for further assistance.
  

  Customer response

  03/06/2024

   
  Complaint: 21233940
  
  I am rejecting this response because:

  this is a SWISSGEAR product that did not hold up after two trips. The section by the zipper tire and subsequently tore the zipper. 
  

   I did not buy it on line. I bought it from a store. SWISSGEAR is a brand whose manufacturer  has a 10 year warranty. As you can see, the suitcase was not damaged from the airline. The section beside the zipper tore and then the  zipper broke as well. SWISSGEAR is a brand that apparently stands behind its product and has a 10 year Warranty. This is why I chose that brand thinking it is durable and would protect the consumer

   So one would have to buy the product on-line or directly from SWISSGEAR for it to have a valid Warranty ? That is absurd. Its like buying a kitchen-aid appliance from a store and kitchen aid absolves itself of any issues with their product. The stores usually have a return policy and then after a year the warranty is protected from the product company. Nowhere have I seen that you must buy the product on line directly from SWISSGEAR in order for the warranty to be valid. Something consumers are not aware of when buying the brand that they think has an excellent warranty.

   

  i am seeking for the same suitcase to be replaced. I am not seeking for compensation.

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

  Customer response

  03/06/2024

  My response is that I am very disappointed in the company not honouring a good will approach, recognizing that I have proven that the product  is a SWISSGEAR product and I am not convinced that a receipt will address the issue of is it their product and do they stand behind it My pictures show it is a SWISSGEAR product and it did not hold up. You can see from my pictures that it is a fairly new suitcase. 

  
  

  Creating a loop hole by requiring a receipt so that they dont stand behind their product is alarming. Who keeps receipts for 10 years!! I am extremely disappointed in the companys response and know that policies are a guide and do not prevent goodwill gestures. I am not asking for money. Just a replacement of same suitcase.

  
  

  Anthi

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On March 12,2023 I bought a SwissGear carry on from Amazon for $199.99 before tax. After tax ******. I did not use the carry on until June 28, 2023. The wheels on the carryon would not roll correctly and kept vibrating, causing the luggage to move back and forth.When I returned from vacation, I contacted the company online to relay my difficulty with their product since it was beyond the return date for Amazon.After filling out the paperwork, submitting photos and clipping and sending in the seam label, I was told that I could buy a replacement on their website for $119.That would have been fine except they only use ***** to ship, and the cost of shipping that $119 item would have been $141.42.I emailed them back 3 times asking them if there was another shipping method they could use to keep the cost down, and I never received a reply. I asked to communicate with a manager and never heard back from anyone. At this point in time, it is the end of September, and I already needed to buy another piece of luggage. I could no longer wait for this to be resolved due to the companies lack of communication. I would like my refund of $119.99 for the defective product that does not roll correctly.Under the circumstances, I would like to get a refund of my $119.99

*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. ↩