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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

    • 88 total complaints in the last 3 years.
    • 18 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/05/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 a brand new Samsonite 20-inch suitcase last year. It is less than one year old, but the pulling handle doesnt work now. This suitcase has 10-year manufacturer warranty.I request Samsonite to contact me immediately and send me a new replacement suitcase for this defective one.

      Business Response

      Date: 09/09/2022

      We will contact consumer directly.

      Customer Answer

      Date: 09/09/2022

      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.]

      Samsonite has NEVER contacted me yet. I request Samsonite to contact me immediately.

      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,

      Yanling

       

       

    • Initial Complaint

      Date:08/19/2022

      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.
      On July 22 I purchased Ripstop 35" Rolling Duffel Color: Blue Size: 35" order number SAM01786119 and I never received it. I paid $203.51. I contacted **** tracking number 1Z787F230318477457, but they stated due to their contract they cannot discuss anything with me, I need to contact Samsonite. I emailed Samso ite on August 8, August 10, and August 14 and they have failed to respond in any way. I attempted to call but ***** answered, was just waiting in queue for over an hour each time on August 14, and August 17.

      Business Response

      Date: 08/22/2022

      We will contact consumer directly.

    • Initial Complaint

      Date:08/02/2022

      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.
      Hello, I am writing this message to ask the company for alternate means of assessment or shipping options for my damaged Samsonite suitcase. I have written a previous email in late Junes regarding a request for a repair or full replacement of a large Blue Samsonite Suitcase with a 10-year warranty that was part of a set (order number SAM00726446) ordered on November 24, 2018, as the pull handle broke. I have not used the suitcase for any form of air travel and have only used it a handful of times for moving luggage between dorms.Specifically, the suitcase is of a 25-inch length as part of a 2-piece set with the following information:MATERIAL GROUP: 2PC SET(SP21/25)MATERIAL NUMBER: ***** SKU*****-2PC SET(SP21/25)COLOR: ROYAL BLUE My previous email correspondence with Samsonite employee ******** in late June informed me of the procedure of bringing the luggage to a company store or directly to repair center for a warranty assessment to be made and the suitcase either fixed or replaced. However, currently there are difficulties in shipping the luggage to the nearest repair center as I do not have a source of income or a means to bring the suitcase to a company store which is located hours from where I live. In addition, with the **** retail postage price of shipping the luggage would be ~$60 there is a risk of the suitcase being further damaged in transit to the repair center.Are there alternate ways for a warranty assessment to be made such as via video call or for the company to cover the costs of shipping the suitcase to the repair center or for a replacement to be sent?- *****************************

      Business Response

      Date: 08/04/2022

      We will contact consumer directly.

    • Initial Complaint

      Date:07/28/2022

      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.
      I purchased a luggage set from American Tourister (a Samsonite brand) on June 28, 2022 via the American Tourister website. My order number is AT00549326. The next day, I realized that Samsonite had an online sale event that made the same product cheaper. I called the customer service center to cancel the order I placed the day before and I was told that although I could not cancel that order, I could either (1) refuse delivery of the order I placed and place a new order, or (2) get a partial refund on the price difference. As I thought the partial discount would be more convenient, I opted in for the partial refund, and was promised that I would be getting a partial refund in the amount of $12. I even have an email from the Samsonite customer service center that verifies this promise (attached). I waited for a week, but as the refund was not being posted to my credit card, I called the customer service center. They told me they would look into this and get back to me, but they never did. I tried calling 2~3 more times over the course of 2~3 weeks and they still would not tell me what was going on. Then, last week, I finally called again and they told me that they will not be processing my refund as the refund was a mistake they do not do partial refunds for sales. Now, more than a month has passed so I can no longer refuse delivery, return the luggage set, or even reorder the set as it is out of stock. I explained all of this to the customer service center, and they told me that they would discuss this and get back to me soon, but they are, once again, not contacting me at all. I relied on the the agent's representations to my detriment and strongly believe that this is borderline (or outright) fraud.

      Business Response

      Date: 07/29/2022

      We will contact consumer.

      Customer Answer

      Date: 07/29/2022

      [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:07/27/2022

      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 purchased multiple products from eBags, part of Samsonite, on 6/3/2022. My order consisted of (10) items and I received only (1). I followed their process by filling out their help form on their website to receive an update on the remaining (9) items. I received an automatic confirmation that states I should hear back within 48 hours. After waiting 3 days I sent another email following up--still no response. It is now 7/27/2022 and nobody has responded to my now, third, inquiry. They do not have a phone number on their website for me to call directly.

      Business Response

      Date: 07/27/2022

      We will contact consumer directly.

      Customer Answer

      Date: 08/01/2022

      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. 

      Samsonite, or EBags, have yet to respond to me after I submitted the receipt and showcased that I have not received the product. I requested that the balance get overnighted to me and nobody has responded. This is incredibly frustrating over a $100 order. 


      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: 08/04/2022

      We are following up with consumer.

    • Initial Complaint

      Date:07/21/2022

      Type:Delivery 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 ordered luggage from Samsonite. Even though I had entered the correct delivery address on their ecommerce site, when I went to pay using ApplePay, it pulled an incorrect/old address 800 miles away from my home. I immediately began trying to cancel or revise the shipping address.I have sent multiple emails to customer service and the executive management at Samsonite. They said that it was "impossible" to revise the delivery address once the order was placed. They have limited customer service hours so I could not reach their CS until the following morning. They then advised me both verbally and in writing that it would be "no problem" to redirect the order using the *** MyChoice app. That is false.*** said that the sender, Samsonite, "locked" the order to save money and prevented the recipient (me) from being able to do EXACTLY WHAT SAMSONITE WAS DIRECTING ME TO DO.I am out $350 and I need the luggage I ordered for an upcoming trip. They are refusing to refund my money or ship a replacement at this time.

      Business Response

      Date: 07/23/2022

      We have worked with consumer to resolve this issue.

      Customer Answer

      Date: 07/23/2022

      [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:07/17/2022

      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.
      Hello I purchased an American tourister luggage from JCPenney online I noticed a defect in the product recently when I tried to use the expandable feature it looks like the zipper was not sewn on correctly and only closes halfway I reached out to the business have not got a response and they want to charge for ship charge for shipping to evaluate the product I do not want to pay shipping I would like the product replaced and do not want to pay for shipping back to their service center

      Business Response

      Date: 07/18/2022

      We will contact consumer directly

      Customer Answer

      Date: 07/22/2022

      [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 recived a replacment 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:06/30/2022

      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.
      On May 25th 2022 I submitted a claim for a defective bag due to rust and poor wheel installation. I explained that I suffered on my recent trip due to the defects (even though I had paid out of my own pocket for service at Samsonite's repair shop prior to leaving). I was not able to move the wheels initially and the wheel tore out out the seam even before arriving at my destination. I had to go out and actually purchase a piece of luggage during travel + had to bring back the defective luggage bag at my own cost. The bag was stored in a cool, clean & dry place in one of my rooms, so the wheels should not have rusted.The agent involved did send an email with several replacement options to choose from, however neither her or the website were able to answer my specific question in regards to weight for one of the replacements chosen (I assumed that the removable accessories would impact the advertised weight dramatically). Although I did not receive a definitive answer from the agent/website & lacked information, I chose this recommended, strongest option fearing that anything less would prove defective again within two years. Immediately when receiving the item in a damaged, open box, I discovered that the advertised removable accessories had no bearing on the weight and immediately emailed the agent advising. When I advised of the gaping hole in the box at delivery, I was told to take it up with the delivery company. Even though I explained how difficult it is for me to travel with a heavy bag with my advancing disability, the agent did not care. She insisted that there will be no further help, regardless of what agony I had been through during my last trip. I even pleaded with the agent (M.S.) to take this brand new bag back to the closest Samsonite store, which is 1 hour away, to exchange for a lighter version to match my. I explained that now because I am now aware of the stores location, I could go and try each suitcase to pick properly.

      Customer Answer

      Date: 07/11/2022

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 07/11/2022

      We will contact consumer directly.

    • Initial Complaint

      Date:06/24/2022

      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 purchased a luggage on the Samsonite website on June 15. The website shows that this package has been shipped, but the information I found on the *** website is that it hasn't been shipped yet. It has been almost ten days so far. I have sent many emails asking for customer service, but I have not received a reply and I can't cancel the order.The order number is:#SAM01753779 The *** tracking number is: 1Z787F230323102716.

      Business Response

      Date: 06/27/2022

      Tracking shows future ETA, we will communicate to consumer

    • Initial Complaint

      Date:06/22/2022

      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 luggage from Samsonite (order SAM01753885 ) on 6/17/22 and have never received this luggage. , I contacted them by email and got an automated response and no answer from them . I contacted them again by email on 6/15 when I never heard back from the first email or I received any response. I tried googling customer service and found no number for ****************** Also what company has customer service email that never contacts you back after you spend a lot of money in the product ? I haven't experienced this with any other company before. I need my order to ship again

      Business Response

      Date: 06/24/2022

      Shipment shows delv 6/17 by **** We will also communicate to consumer.

      Customer Answer

      Date: 06/28/2022

      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. 

      [IT shows it was delivered but it was not i been sending emails and I don't get an answer back from the company i need my product that i purchase or my money back ]

      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: 07/11/2022

      We have already contacted consumer and resolved this issue.

    Samsonite is NOT a BBB Accredited Business.

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