ComplaintsforROAM Luggage

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a **** Jaunt XL carried in Dec 2021 for nearly $600, as it was described as durable and quality material. Despite being advertised as super durable, it was badly scratched and damaged on its first trip, when it was gate checked. I immediately contacted customer service and was told to use a magic eraser on the scratches. I said they were scratches, not scuffs, and communication ceased. In July 2023, with less than 10 uses under it, I removed the empty case from a closet and the handle broke. WHen I tried to use the second handle, it also broke. I was told there was an issue with the handle and I could be send new ones that I would have to put on. Since I paid nearly $600 for "quality craftsmanship," this seemed outrageous. WIthout getting a satisfactory answer from customer service despite my attempts, I commented on the brands social media and was immediately blocked. I was told I could send the case back for review. I have done so. I would like a full refund, despite being oustide the 30 day time frame, as Customer Service was inconsistent with replying to me and caused frustration that ended with me giving up-- and then the handles broke, rendering this nearly $600 bag that has barely been used absolutely useless. It's not just the scratches and the cosmetics of it any more-- it is. that the bag is clearly poor quality and misadvertised.

  Business response

  08/28/2023

  Dear BBB Team,
  
  Thank you for providing us with the details of the complaint submitted by ***** ******* (Complaint ID: ********). We take all concerns raised by our customers seriously and are committed to addressing them promptly and fairly.
  
  To provide clarity on our response, I'd like to outline the series of interactions and steps taken to address *** ********* complaint:
  
  December 8, 2021: Our first interaction with *** ******* was regarding scratches on her **** Jaunt XL luggage. We offered to assist by sharing a return label to properly clean the luggage as per our policy, along with detailed cleaning instructions. At this point, *** ******* was well within our 100-day trial period and had the option to return the luggage for a full refund.
  
  July 4, 2023: *** ******* reached out again, this time about broken handles on her luggage. We provided her with the next steps: she could send the luggage back to us using a pre-paid return label, and we would repair it in-house. Alternatively, we offered to send her new handles for her to replace herself.
  
  July 28, 2023: After a few back-and-forth emails regarding the matter, we provided *** ******* with a return label on this date. We had clear intentions of addressing her concerns and making the necessary repairs.
  
  July 29, 2023: *** ******* demanded a full refund, which prompted us to explain that our 100-day trial period had expired for this order. However, we reiterated our commitment to addressing her concerns and offered to make repairs or replace the luggage if deemed necessary.
  
  August 19, 2023: *** ******* informed us that she would be returning the luggage using the provided return label (FedEx tracking: 781757343127), and expressed her expectation of a full refund or a replacement.
  
  August 21, 2023: We acknowledged *** ********* intention to return the luggage and informed her that we would be on the lookout for the return shipment and provide her with either a full refund or a replacement. 
  
  As of today, August 28, 2023, we have received the luggage back at our warehouse. We have completed the process of refunding $550 to *** ********* original method of payment. It's worth noting that the purchase price for the luggage was $550, not $600. 
  
  We would like to highlight our lifetime warranty policy (https://****luggage.com/pages/warranty) and 100-day returns policy (https://****luggage.com/policies/refund-policy), which provide comprehensive details about our dedication to customer satisfaction and the procedures governing returns and repairs. Additionally, we possess a complete email thread documenting our interactions with *** *******, which we have share here as well. Our objective is to uphold transparency and collaboration throughout this process.
  
  We value *** ********* patience and appreciate her feedback, which significantly contributes to the enhancement of our products and services. Our team remains available to offer assistance and address any further inquiries.
  
  Thank you for your attention to this matter. Please let us know if there is any additional information required from our end.
  
  Sincerely,
  ****** *********
  Customer Experience Manager at **** Luggage
  

  Customer response

  08/29/2023

  Better Business Bureau:
  

  I have reviewed the response made by the business in reference to complaint ID ********, and while it fails to go into detail about the customer service attempts through multiple exchanges in 2021 to invalidate what I was saying regarding issues with the bag (the rep told me “that never happened to me” in response to the “durable” case being badly scratched in the first use), I am glad they have seen fit to refund the money for the case given it has never lived up to what was promised for nearly $600 (and as they note, it was $550, not $600, which is why I said “nearly”). In such, I  find that this resolution of a refund is satisfactory to me. I truly hope that **** learns to better stand behind their product (including alerting customers to handle issues that cause them to break so that the issue can be handled proactively) and to better hear what customers are saying when they express frustration. I’m sorry that the previous channels I used (customer service in 2021, which stopped responding, social media in 2023, from which I was blocked) did not cause them to actively seek a resolution, but am glad that once the BBB was involved they were more amenable to figuring out the issue.   

  Regards,

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

   

*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. ↩