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Business Profile

Luggage

Samsonite

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Luggage.

Complaints

This profile includes complaints for Samsonite's headquarters and its corporate-owned locations. To view all corporate locations, see

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Samsonite has 15 locations, listed below.

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    Customer Complaints Summary

    • 91 total complaints in the last 3 years.
    • 17 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:02/21/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      This is a complaint about order # SAM03705330 placed on Feb, 04/2025.I asked for free shipping label and got one emailed to me by ******* who promised me a full refund for the reasons I explained in my initial email.I paid $161.99 via ******, but I only received $141.20.I want the difference of $20.79 refunded too.I emailed 2 times asking for this difference, but no response.I do not appreciate making me to spend all this time emailing.I also want to add why I returned the item so other people know about the quality (or lack of it) of Samsonite products I used to buy for years and they were well made, but not anymore:"I received the backpack, but it's completely not as described on your website.First, is not made of leather.I grew up with owning items made of leather, so I know how leather looks like.Your backpack has a chemical smell and the material is not leather. It's either mixed with polyethylene, or just polyethylene.The measurements are off: it's only 15." H instead of 16:, 10.5" on the bottom and 9.5" on top instead of 11".The back is made of rough material, not breathable and creates ********** can you use such material in an area where there is friction all the time?Also the logo doesn't look well made. Barely can be read.What happened with your good quality of your products?You charged me $161.99 for a fake looking ************ need to stop fooling customers. Not all customers are idiots. I am asking you for a free return shipping label and a full refund including the initial hipping"

      Business Response

      Date: 02/21/2025

      Refund was completed today.

      Customer Answer

      Date: 02/21/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ******** N

    • Initial Complaint

      Date:02/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 contacted Samsonite back in November 2024 regarding my ***************************** bag that I purchased. I let the representative know that I was having issues with the extendable handle on my bag no longer retracting and was told that I needed to ship my bag off for repair, which could take a few weeks. Because I needed this bag for frequent work travel, I decided to purchase a second ********************* bag instead of waiting for the 3 weeks for the repair. With the new bag, I found that there were issues with the wheels not moving in a forward direction and was having trouble with the bag veering to the side while walking with it. I requested a replacement of the bag, and upon receiving the second replacement, I found that the replacement bag had the same issues with the wheels not moving the bag in a forward motion. These bags are clearly defective, and I am requesting that someone from Samsonite contact me directly for a reasonable resolution for this issue. Having to wait 3 or more weeks for my bag to be repaired is not reasonable considering its purpose.

      Business Response

      Date: 02/19/2025

      We will contact consumer directly.

      Customer Answer

      Date: 02/19/2025

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

       

      I still have not heard from the business and they have not reached out to me for resolution.

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      ******

       

       

      Business Response

      Date: 02/25/2025

      We will contact consumer directly.

    • Initial Complaint

      Date:02/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 am writing to file a complaint against Samsonite regarding a defective product, the 116719-ELLIPSE 3PC Set, Grey/Gunmetal, purchased in 2022 for $149.99. Despite my warranty claim, I have not received satisfactory service.The primary issue with the suitcase is that the wheel is not functioning properly, making the product difficult to use. I believe the wheel defect is due to a manufacturing flaw. I submitted a customer comment regarding this issue.However, my claim was denied by ********, a Samsonite representative, with the explanation that "a crack is not considered a defect." This response is not relevant to the issue I raised, as I did not request warranty assistance for any cracks. My concern is solely with the defective wheel that is hindering the use of the suitcase.I request that Samsonite honor its warranty and either replace the suitcase or provide a refund for the defective product. The issue has not been resolved, and I am dissatisfied with the handling of my warranty claim.

      Business Response

      Date: 02/10/2025

      We will contact the consumer directly.

    • Initial Complaint

      Date:12/19/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 am writing to express my disappointment regarding a Samsonite Xenon 3.0 backpack that I purchased less than 1 year ago. Unfortunately, the backpack has started to fall apart after minimal use. Specifically, I have noticed that slowly but surely that the threads are starting to deteriorate at the seams. I have always trusted Samsonite for its quality and durability, but this experience has left me dissatisfied.Given the circumstances, I would greatly appreciate a replacement. I believe this would be a fair resolution, as I had high expectations for your product based on your reputation for excellence.

      Business Response

      Date: 12/23/2024

      We will contact consumer directly

      Customer Answer

      Date: 12/26/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ***** ******

    • Initial Complaint

      Date:12/11/2024

      Type:Delivery Issues
      Status:
      Answered
      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 ordered a 3 piece set of luggage from Samsonite on November 27th. This order has shown shipped since November 30th. *** has not received the package. I cannot file a claim with them as they have not received the package. Samsonite keeps telling me *** has this package and that they are not scanning packages until they reach their destination this year. I have ordered many other items from other businesses and they all show tracking via ***. Samsonite will not refund or reship, until a certain date and keep changing this date! Their customer service is absolutely horrible! These people are rude and refuse to make things right!

      Business Response

      Date: 12/11/2024

      We will contact consumer directly. 

    • Initial Complaint

      Date:12/04/2024

      Type:Product Issues
      Status:
      Answered
      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.
      To Whom It May Concern,I am writing to formally lodge a complaint against Samsonite regarding a recent luggage order that has caused significant frustration and inconvenience.Upon returning from Thanksgiving travel, I opened the package only to find that one of the luggage pieces was clearly used. It has noticeable dents and a significant amount of dust on the wheels, indicating that it was not in new condition upon arrival. This is absolutely unacceptable, and I have attached photos for your reference.We had expected a higher standard of quality and service from Samsonite, and this experience has left us extremely dissatisfied. Given the circumstances, we are requesting a full refund of the purchase price, including return shipping fees.Furthermore, this issue has caused considerable trouble, as I originally planned to use this luggage for my upcoming international travel on December 7th. Due to this situation, I am left with only a small piece of luggage to use for my trip, which is far from ideal.I appreciate your immediate attention to this matter and look forward to a prompt resolution.Thank you for your consideration.

      Business Response

      Date: 12/04/2024

      We will contact the consumer directly.

    • Initial Complaint

      Date:11/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 tried to reach out to Samsonite via live chat and call, especially the live chat is not working although mentioned 24/7 and no immediate respond after one quick easy reply email from a customer representatives. I have an order with two items and they shipped two separate dates and only one received and no immediate solution.

      Business Response

      Date: 11/22/2024

      We will contact the consumer directly.

    • Initial Complaint

      Date:11/01/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 broke and the damage should be covered under the warranty as a manufacturing defect warranty as it was less than 2 years old and minimally used. I paid to have the suitcase shipped to a repair/replace facility just to be told it cannot be repaired or replaced under the warranty. They market a bogus warranty that only benefits them.

      Business Response

      Date: 11/05/2024

      We will contact the consumer directly.

      Customer Answer

      Date: 11/08/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ****** *****

    • Initial Complaint

      Date:10/16/2024

      Type:Product Issues
      Status:
      Answered
      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 bought American Tourister luggage back in June. On my last plane flight my zipper pulls were broken off, both of them. I contacted American Tourister and a nice lady told me to send her pictures and they would check to see if they have replacement parts for me. She sent me an email and followed her instructions exactly. I then get an email back a couple days later saying that the warranty does not cover anything that happened to me. It was like I followed the first email exactly for NO REASON. They acted like the first email did not even exist. Why did I follow her instructions? Why did I do what I did? They basically acted like the first email did not exist and then they acted like they could not help me at all. HORRIBLE customer service!!! The worst!

      Business Response

      Date: 10/18/2024

      We will contact consumer directly.

    • Initial Complaint

      Date:10/07/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Hello, my name is Youyou. I am writing this problem statement for my parents who dont have sufficient language skills to illustrate the current issue. I am writing on behalf of my father, Haitian ****, who paid for the products. We bought a suitcase set on 6/22/2024 this year. We never used the suitcase since the purchase and would like to return it for a refund or exchange. Today(10/5/202024), we went to the store and would like to return the product.However, we were told that we are unable to return the product due to a 90-days return restriction which is not listed on the receipt. The store shows us a return police which is not very obvious at the checkout desk. We werent told that we could not return within 90 days nor that the receipt show anything related to that.Also, we thought wed accept an exchange for the same price we paid for the product. However, the store told us that the product we bought is now DISCOUNTED. That means we cannot get an exchange for the full amount we paid for. As shown in the attached files, this police is not shown either on the stores policy plate or the receipt. The 900+ dollars we paid is now only equal to around 500 dollars exchange meaning that we are suffering a 400 dollars of loss without any notification. I demand a full refund or equal-price exchange from the business. Thank you for your time.

      Business Response

      Date: 10/09/2024

      We will contact consumer directly.

    Samsonite is NOT a BBB Accredited Business.

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