ComplaintsforDelsey Luggage
Luggage
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Complaint Details
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Initial Complaint
12/06/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased 1 luggage set from Delsey Luggage. They sent me and charged me for 2 of the luggage sets. I have tried to email them 3 times now and have also called within the last week. When you call, they have a recording saying the only way to contact them is through email. I cannot return 1 of the luggage sets bc I need a return label in order to do so and they will not get back to me to return the luggage to them.Business response
02/07/2022
Business Response /* (1000, 5, 2021/12/15) */ Customer was provided a return label and has shipped the order back for a refund.Initial Complaint
11/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I reached out to Delsey a month ago because the the telescope 3-part rod/handle broke and I wanted to replace it, even if it was at a cost. A customer service representative reach out to me with the 2-4 business day time from to let me know that I could find a repair center in my state or I could have the part mailed directly to me . I chose the part being sent to my provided address. I was told that the repairs team would mail me the part. It has been a month since that communication. I have followed up with Delsey 4 times because I want to know if the part is on its way or not. I have not heard anything at all. I opened another request on their online system in the hopes that another customer service representative would respond. Again, I have heard nothing. I want to know when the replacement rod is being mailed.Business response
01/28/2022
Business Response /* (1000, 7, 2021/11/10) */ A replacement had been processed and shipped to customer.Initial Complaint
09/14/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered luggage from Delsey's website on 7/3/21 and my credit card was charged on 7/4/21. I received the luggage on 7/14/21 then returned it the next day. I confirmed that it was received by Delsey with UPS on 7/21/21. I received an email stating the return was recorded and that I would get an email regarding my refund. Weeks later and no response. I have reached out to Delsey on several dates with no response. It has been two months with no communication from them with the status of my return. I finally received a "generic" email stating they may have an article on their website that may help me. What?? They have a phone number that is not answered by a human and just directs you to their website. This is completely unprofessional and unacceptable. You managed to take my money immediately after my order was placed but ignore my many requests for an answer. The worst company ever!Business response
10/26/2021
Business Response /* (1000, 5, 2021/09/17) */ Refund was processed on 09/14Initial Complaint
09/07/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a suitcase from Delsey Luggage. As soon as I opened the box and looked at the luggage I noticed it was defected. I have reached out to Delsey and they have not responded. I started a return on the company website but I not not feel I should pay for return shipping as the item is defectiveBusiness response
10/14/2021
Business Response /* (1000, 5, 2021/09/09) */ The initial email from customer was sent outside of business hours on 09/05 advising of defect. Following the Labor day holiday closure, a response was sent to the customer on 09/07 and shipping return label was emailed to the customer. The UPS label was processed and emailed to the customer on 09/07 for the return of the case for full refund. Consumer Response /* (2000, 7, 2021/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
09/04/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased a piece of luggage from Delsey.com. It is a COMÈTE 2.0 28" EXP. SPINNER UPRIGHT ***********. It was given to our daughter and cracked on her first flight. As instructed by the Delsey customer representative, Brielle Bradford, we brought the luggage to an approved Delsey repair service in *******, CT. It was declared to be broken beyond repair. The repair center, ******* Luggage Inc., has the luggage and been emailing and calling Delsey to order a warranty replacement, weekly, since June. I can produce the original order email. The repair slip from ******* Luggage is attached.Business response
12/14/2021
Business Response /* (1000, 8, 2021/09/21) */ email sent to the customer on 09/21 to verify details.Initial Complaint
08/22/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I bought a suitcase on July 25th, immediately realizing I had forgotten to apply the coupon code. So I called Delsey, but was unable to get through to a human, and I couldn't find a place to amend or cancel the order on the website. I emailed the company and received an email back the next day asking what discount the coupon code was supposed to give. I responded immediately, but received no reply. I emailed again on July 29th asking about price matching with the significantly lower price on ******. Still no reply. I emailed again on August 8th asking about returning the suitcase because the zipper sticks. Still no reply. There is a 30 day time limit per their website for resolving returns, but the time that has passed is due to their silence on my questions. Now I'm up against the time limit and I still have not heard from them. And again, there is no phone number that gets me to a human.Business response
10/14/2021
Business Response /* (1000, 5, 2021/08/25) */ Reply and return label has been sent to customer. We will issue a refund upon the return of the bag. Consumer Response /* (3000, 7, 2021/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company sent me an email and UPS return label on August 25th. I responded on the 26th saying my printer is broken and asking for options, also referencing a second suitcase that I need to return (that does not have any problems). Delsey responded with the suggestion that I schedule a pickup without labels at my expense, and did not respond to my second question. I emailed back the same morning asking about who would cover the return cost for the first suitcase, and how to return the second one. I got no response, so I emailed again on the 29th. Still no response. I did ask a neighbor to print the return label, and gave it to UPS when they came to my home to pick up an ****** order. But I still have the second suitcase in my living room, and no word from Delsey about what they will and won't pay for. We are now well past the 30 day return window for both items, after which their website says they will charge a 15% fee. There has been no mention of whether they will or won't charge that fee, considering that the delay in the returns is completely on them. There has also been no acknowledgement that UPS has the first suitcase in hand. I received an acknowledgement of my return (same day) from ****** within minutes of the pickup. Business Response /* (4000, 9, 2021/09/16) */ Email sent to customer on 09/03 that arrangements were made for UPS to make pick up of the bag the following business day. The UPS tracking number is ******************. Pick up was made and a full refund will be issued shortly. Consumer Response /* (2000, 11, 2021/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Full refund has been issued for both suitcases. Communication was very much lacking and it took much longer than it should have, but now we are finished and I can move on with my life.Initial Complaint
08/09/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
this is a copy of delsey customer support and the name of the person that sent me a reply email but since then i tried at least 6 times but no replies..... [redacted by BBB]Business response
09/20/2021
Business Response /* (1000, 7, 2021/08/17) */ Email was sent on 08/17/21 advising that parts are no longer available and the model is no longer covered under warranty. The customer would need to provide us with a purchase receipt showing that it was purchased within the past 10 years. Consumer Response /* (3000, 9, 2021/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) because i was offered part replacement at no charge ! and now they telling me that the parts are no longer available ...plus i need a proof of purchase....while they have a lifetime warranty ....
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Contact Information
Customer Complaints Summary
55 total complaints in the last 3 years.
26 complaints closed in the last 12 months.