ComplaintsforDelsey Luggage

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had paid 200$ for my Delsey luggage bag. On February 3rd, one of the wheels of the luggage broke. On Feb 27th, I contacted Delsey via their website requesting replacement part (wheel) to perform the repair. Within 4 hours I received an email from Delsey stating that they would send a replacement part with no charge also they requested additional information ( luggage model number and customer address) which I immediately provided. Since providing the requested information, I have not received the replacement part nor a response from Delsey. On multiple occasions I attempted to contact them via email as well as by phone. I find the lack of response relating to customer service to be completely shocking and advise others to purchase from a brand that provides sufficient customers support

  Business response

  03/19/2024

  Replacement parts were shipped to the customer via *** on 02/26/24. The tracking number is ******************. The tracking details show that the delivery was refused by the receiver and the shipment was returned back to our warehouse. 

  Customer response

  03/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I never received a *** delivery of the replacement part nor was any *** delivery ever rejected.  In addition, no notification of an attempted delivery was left by *** indicating that a package was delivered at my residency.  
  
  Sincerely,
  
  ****** **********

  Business response

  04/23/2024

  The parts were initially shipped via *** under tracking number ******************. We will arrange to have a new order shipped within 24-48 hours. 

  Customer response

  04/24/2024

  
  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,
  
  ****** **********

  Customer response

  04/25/2024

  I'm writing to confirm that I received the replacement wheel for my luggage.  Therefore, I would conclude that this issue has been resolved.

  Thank You!!

   

   

   

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've purchased 2 hard side carry on luggage from Delsey. One is brand new and the other has been barely used and they both have the same problem, whereby the handles only come up to second stage. The handles stay below the knee, so I am not able to roll the luggage at comfortable height. I have complained to the company and told me to go to their specialized repair shop, which is very far from my home, over 33 miles away. Both were purchased through ******, and I have complained to them as well but they only sent me to Delsey. I have enclosed the sales information and photo of the issue. I would like a replacement for both sent so that I may have a suit case to use for my travels and it is not collecting dust in my garage. I was not able to file a complaint earlier because firstly, I was trying to find a way to make it to the repair shop but that was not possible. Also, the when same problem happened on the suit case the I bought earlier happened, I sincerely felt that the company should find a way to resolve the issue. Otherwise, two items with their brands will end up in the local rubbish heap.

  Business response

  03/19/2024

  Delsey's warranty is referenced on our website (****************) for all customers to review if they are having issues with their bags. It is documented that for warranty, all bags either need to be taken to or shipped to one of our warranty repair centers. The customer is responsible for getting it to the repair center or paying shipping cost. Delsey will cover the cost for repairs that are deemed manufacturing defect, and we pay for the shipping back to the customer. Replacements are only issued if the service center advises us that the damages are manufacturing defect, and they are unable to repair the bag. 

  The customer reached out to us via email in 2022 and was advised of the warranty policy. The customer also has the option to order replacement parts for the bags at no cost and can take it to a local repair agent at their own expense. 

  Customer response

  03/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have already stated that I was not able to go far to deliver the products to be repaired.  However, this statement did provide an option to mail the products, which I will do.  Unfortunately, the statement does not provide the mailing addresses of the repair location.  It will take time for me to do that and in the meanwhile, I do not want this case closed till I am able to mail the products, have them repaired and returned.  It's an incredible disservice to your customers to have them go to the website, read pages of warranty paragraphs and not provide the final solution.  Where to go to repair, where to mail the product, how long it takes to repair and provide a response and so on.

  In final, I will mail the products and await repair but this case should not be closed until the repaired products are received back.

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

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I submitted a repair request with Desley on August 29, 2023 via their website and was informed by "Day'Jah *****", a customer support rep, on September 13, 2023 that it would take 4-6 weeks for a free replacement wheel which was broken on my ~$260 suitcase which I purchased directly from the Delsey website. I have followed up multiple times both via email and phone calls. I have never received another email response. Every time I call, I am placed on hold and eventually get a message stating that they are unable to answer my call and the voicemail box is full. I would like to

  Business response

  02/29/2024

  Email has been sent to the customer advising that the requested parts have been shipped and tracking provided.

  Customer response

  03/05/2024

  Delsey responded and mailed replacement wheels. However, they are the wrong ones and do not fit my suitcase. As I did when I contacted them originally, I sent pictures which show the part/model number of the correct wheel. This time I sent a side by side comparison showing model numbers and shape/size. They have all of the details (again) for them to send the correct replacements. I just emailed them today so I hope I will hear back soon. 

  Customer response

  03/06/2024

  
  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 truly appreciate your help with this matter.  As a result of your efforts, Delsey was prompt, communicative, and did all they could to resolve the issue.  Ultimately, they provided me with a full credit to purchase a new suitcase as they no longer have my original item.  Without the BBB, I am confident that I would not have been successful in my efforts to contact and resolve my issue.  All credit goes to you!

  Best Regards,
  
  ****** ********

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’ve got several Delsey bags and have always loved their durability. However, I got a Delsey Chatelet 2.0 24inch bag and that bag cracked in its very first flight. There was nothing heavy in the bag and my other bags have all been OK. There is something wrong with the product and the warranty should replace it, as the bag is now unusable after one single flight.

  Business response

  02/20/2024

  We have no record of the customer reaching out to us directly or with any of our repair centers so that we can assess the bag and determine coverage. We would need details and copy of receipt forwarded to **********************************

  Customer response

  02/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The issue has not been resolved. I’ve sent an email with the receipt  

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

  Customer response

  03/07/2024

  Delsey responded to my email and I’m satisfied with the offer for suitcase replacement. Thank you!

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased over $1,000 of Delsey bags. One of the wheels was lost on one of the bags and the interior lining zippers have broken on two of them. I contacted Delsey by email over one month ago (as they do not provide any contact phone number). After multiple emails they finally responded and advised they would provide me a replacement wheel and liners - however since then they have not responded to any emails. With a trip coming up I either need to have these items fixed or purchase other bags. The complete lack of response from this company is shocking. I would advise others to purchase from a brand that provides support and a phone number.

  Business response

  01/08/2024

  customer contact on 01/03/24 and provided an update

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband bought a luggage set from Delsey from the website on 11/28/23, as part of their Cyber Monday sale. The luggage arrived and one of the items was damaged. The zipper pull attachment site was broken, which will require a zipper replacement. We reached out to the company, as directed by their website, and sent photos as required, by email. They approved a return request on December 5th, 2023. However, they have not processed a return label as indicated in their policy for items that arrive damaged. "According to the return policy on the website, "if your merchandise was damaged in transit, it's defective, or is not what you ordered, please contact our customer service team to assist...If we determine that the product is damaged/incorrect, our customer service team will provide you with a pre-paid return label and shipping instructions." They have not given us a return label or instructions or any further communication, if they deemed that our bag did not met their policy for a shipping label. We have made multiple attempts to contact the company by email and phone, without any further reply.

  Customer response

  12/23/2023

  Delsey has responded to my complaint after we registered our complaint with the BBB.   We received a replacement bag and they instructed us to donate the other damaged back.  We are satisfied with this response.  Thank you for your time and assistance.  

  Business response

  01/04/2024

  Customer was contacted via email on 12/18/23 and advised that replacement would be issued. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/28/23, I purchased luggage (order # ********** *******) from Delsey. My order arrived on 12/5/23. On 12/9/23, I opened the package and found that the quality of the luggage was not in excellent condition. Multiple threads from the zipper were unraveling. I tried calling Delsey at 800-558-3344 & 410-347-3990 to discuss an exchange or the option to return the items at their expense by obtaining a prepaid return shipping label with no luck. They do not offer direct phone contact with live representatives. They do not respond to emails (outside automatic replies referring customers to their website for answers to their questions). It’s a vicious circle they leave customers in, and they should be ashamed of themselves. I do not feel I should have to pay for the return shipping if the quality of their product is defective! I can't get anyone to return my emails to provide me with any type of assistance. It seems that this company is purposely making it impossible for customers to contact them so they can keep their money by shortening returns from the return shipping or hoping customers just keep their defective items that they are not satisfied with. Automatic replies indicate that customers can take their damaged items to an authorized dealer for repairs. How does a company expect a new item that a customer received to already need to be taken for repairs out the box? Making customers whole shouldn't be this challenging. I want a paid return shipping label so I can return these items at the company's expense, and they REFUND me in full my $539.27 purchase.

  Business response

  01/02/2024

  We have been in contact with the customer and made arrangements to replace the bag. 

  Customer response

  01/10/2024

  Replacement bag was received by the company. I appreciate the assistance with helping me resolve this issue. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order at Desley for ne luggage on 11/14. The cost of the items is $172.05. Tracking number ******************. It shows it was delivered on 11/15. I never received anything and I have tried calling , sending messages and nothing has been done. Also I have yet to hear back from anyone at Delsey. As of today I have yet to hear from anyone in the store to help me with this. All I want is to get refunded since I never got my order.

  Business response

  12/18/2023

  replacement processed and shipped

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a Delsey carry on hard sided suitcase. During our first trip with it, the retracting handle stopped retracting. The suitcase is under warranty. Their website informed us that we would have to take it to their authorized repair facility, which involved an hour’s drive. We left it there, being told that if it couldn’t be repaired, we would get a new replacement. That was about 6 weeks ago. In follow-up calls to ********** ( the authorized repair center) we were told that ********** was unable to get repair parts from Delsey, and numerous attempts to contact Delsey were unsuccessful, with no one returning their calls. We again tried to contact Delsey directly. After being on hold for over 30 minutes, we were directed to voicemail, which said their mail box was full. I then used the chat option from their website, and received an automated response that they would get back to us soon. That was a week ago. There appears to be no customer service support, either for customers or their repair centers. Very dissatisfied in their failure to support their warranty.

  Business response

  12/18/2023

  Replacement was processed and shipped. Customer has emailed and confirmed receipt of the bag.

  Customer response

  12/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Delsey ***** ******** has not responded to any of my email inquiries and has lost my package due to sub par customer service. Here's what happened: 1. I placed an order on 11/24/23, at which point I was informed that the package would arrive 3-8 business days after the fact. 2. 11/24 was the Friday after Thanksgiving, and the package actually arrived SUPPOSEDLY on 11/25 according to *** tracking (which barely 1 business day after time of order). 3. However, no tracking notification was sent until Monday, 11/27. I logged on to the tracking link several times between 11/25 and 11/27 and saw no update. In fact, I had sent an email to Delsey ***** on 11/26 inquiring about shipping times, they responded to my email on Monday 11/27 (TWO DAYS AFTER the package had been delivered according to ***) saying that the package was just shipped out that day. The point is there was no package delivered or it was delivered incorrectly, AND Delsey is conveniently dodging all my calls and emails. I've sent them two more follow up emails and called their line only to reach a dead end at least 5 times. This is quite possibly the worst customer service I've seen. I'm traveling for a month and needed a suitcase by the time I left on December 8th, and now I'm out 215 dollars and have no suitcase. Thanks Delsey!!

  Business response

  12/15/2023

  Chargeback has been accepted. A refund should be issued against the order. 

*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. ↩