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Business Profile

Luggage Manufacturer Equipment and Supplies

LuggageWorks Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Luggage Manufacturer Equipment and Supplies.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:05/24/2022

    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 bought luggage from Luggageworks (LW) in 1995. I sent it to them for repair about 24 Apr 22. Via email, they offered to replace it rather than repair it for $250 - repair would take a month at a cost of $190. I agreed if they could ship quickly because I travel often. The company will not answer the phone nor return a call after I left messages. Additionally, LW will not answer emails. LW promptly charged my credit card, but has shipped nothing. On 18 May 22, I sent LW an email telling them to cancel the new purchase and simply repair my old luggage. They have NOT responded to email or calls. At this point, I want my luggage repaired and returned to me. LW has lost its integrity over the years and I will not be purchasing from them ever again.

    Business Response

    Date: 05/25/2022

    I have looked into this and did not realize that we hadn't sent this out.  I think while waiting on the logo to be put on a new bag the paperwork was put in the wrong spot for our shipping department.  I know, no excuse  but unsure of what really happened.  We are usually spot on with this.

    Unfortunately, we are as every other place are understaffed and only one person here full time and one person part time.

    On his old bag, since we were first told to order a new one and have very little space those are destroyed to keep room.

    I have refunded the full amount of $249.99 that was paid by this customer and we are sending him a new bag at no cost.

    We truly hate to lose a customer but I totally understand.

    The bag will have our 3 year warranty as well which covers anything that might happen to it.   The warranty covers the cost of the bag and the shipping back to the customer.

    Thank you,

    ******

     

LuggageWorks Inc. is NOT a BBB Accredited Business.

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