ComplaintsforDelsey Luggage
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Complaint Details
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Initial Complaint
07/22/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
My husband and I bought a Skymax two-wheel rolling bag in early June 2021 (online) but realized after packing for a wedding we did not need the bag. We returned the luggage via UPS on 6/21/2021 and received notification via tracking that it had been delivered back to Delsey on 6/22/2021 (all tags still on bag, completely new condition). We have not received a refund from Delsey, and Delsey has not replied to multiple emails submitted through their site. We included a pdf of the Proof of Delivery as well. No refund, no response. I love Delsey products but their customer service is awful. I will not purchase from them again without some explanation, and a refund. It is now 7/22/2021.Business response
08/27/2021
Business Response /* (1000, 5, 2021/07/26) */ Email has been sent to customer advising of refund being issued on 07/22/21. Consumer Response /* (2000, 7, 2021/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Delsey Luggage refunded the cost of our returned luggage, which was our goal in reaching out to the company first, and then to the Better Business Bureau. The company responded promptly and we received a full refund. We thank the BBB for their help in this matter.Initial Complaint
07/14/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I contacted Delsey via the online contact form about my luggage that needed a replacement part. I received a response from Cynthia O*****, the customer service lead on May 19 2021. Between 17 email correspondences from May 19 2021 and July 14 2021, Cynthia O***** has failed to answer emails promptly, resolve my issues on a replacement part, and provide a 35% promotional code that she promised to offer. On July 8 2021, after reaching out to the company on their Instagram, and filling out a new contact form online, Cynthia O***** finally responded that Delsey would send me a new luggage CLAVEL L - DELSEY in the color of choice. I responded immediately by asking what other options I have in terms of luggage styles. It is July 14 2021 and I have yet to once again, receive a response. I called their 410 customer service number and was directed back to their site to file yet another contact form.Business response
08/27/2021
Business Response /* (1000, 7, 2021/07/26) */ Reply was sent to customer on 07/26/21 advising of alternative option. Consumer Response /* (3000, 9, 2021/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Delsey reached out with a promotional code towards a purchase of a new luggage. I placed the order last night, and am waiting for a order confirmation email, as well as order status that contains tracking information. I have yet to receive a response from Cynthia O*****, or Delsey USA. Given their record, I may have to file a new BBB complaint in regards to the order placed. The whole point of filing this complaint was to have my luggage replaced. I do not consider this a closed case until I receive my replacement luggage, undamaged and free of defects.
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Contact Information
Customer Complaints Summary
59 total complaints in the last 3 years.
28 complaints closed in the last 12 months.