Complaints

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.

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 product from a retail store that was ****************** brand. It says it has a warranty. When I went onto the website to file a warranty request, they could not be contacted. I have gotten no response from email. The phone number they provide has been disconnected.

  Business Response

  Date: 07/31/2024

  Dear ************************* and Better Business Bureau,
  
  We appreciate the opportunity to address the concerns raised by the customer regarding their luggage. We take customer feedback seriously and strive to provide satisfactory resolutions. Please allow us to respond to the points raised in the customer's complaint.
  
  We have received the customer's contact and are currently processing the warranty claim. A response email will be sent to the customer's inbox shortly. We kindly ask the customer to check their email for further communication from us.
  
  Thank you for your patience and understanding.
  
  Best regards,
  Customer Services

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  purchased rolling duffle bag from macys in 2022. the handle does not go down and i would like a replacement.i have photos an orginal receipt

  Business Response

  Date: 01/12/2024

  Dear ****** and Better Business Bureau,
  
  We appreciate the opportunity to address the concerns raised by the customer regarding their luggage. We take customer feedback seriously and strive to provide satisfactory resolutions. Please allow us to respond to the points raised in the customer's complaint.
  
  We appreciate the opportunity to address the concerns raised by the customer regarding their Luggage. We take customer feedback seriously and strive to provide satisfactory resolutions. Please allow us to respond to the points raised in the customer's complaint.
  
  After confirming our inventory, we are pleased to inform you that we have a replacement available for your rolling duffle bag, which is identical to your original purchase. We have also noted that you have attached photos and provided the original receipt for your purchase.
  
  To proceed with the replacement, please respond to our original email, confirming your shipping address and providing any additional information we may require for the shipment.
  
  We value your business and appreciate your patience as we work to resolve this matter to your satisfaction. If you have any further questions or need assistance, please do not hesitate to reach out to us.
  
  Additionally, we would like to acknowledge the Better Business Bureau's involvement in this matter. We are committed to addressing this issue promptly and ensuring a positive resolution.
  
  Sincerely,
  Customer Service
  

  Customer Answer

  Date: 01/15/2024

  
  Complaint: 21124938
  
  I am rejecting this response because: they have not been in touch besides the one email they sent.

   

  I never received another email from them so once I receive my follow up email I will reject 
  Regards,
  
  *****************************

  Business Response

  Date: 01/15/2024

  Dear Felisa and Better Business Bureau,
  
  Thank you for your prompt response and for raising your concerns. We appreciate your patience during this process.
  
  I apologize for any inconvenience caused by the delay in our communication. Please be aware that our customer support team operates during regular business hours, and if your initial contact was made on a Friday, there may have been a delay in our response due to the weekend.
  
  I'm pleased to inform you that we have confirmed the availability of the replacement luggage in our inventory. To proceed with the replacement, we will require your current shipping address. Once we receive your address details, we will promptly generate an invoice for the replacement.
  
  Rest assured that we are committed to resolving this matter to your satisfaction. Your feedback is invaluable to us, and we are here to assist you every step of the way.
  
  Please provide us with your shipping address, and we will proceed accordingly. If you have any further questions or concerns, please do not hesitate to reach out to us.
  
  Thank you for choosing our products, and we look forward to fulfilling your replacement request.
  
  Best regards,
  Customer Services

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 piece of luggage (*****) from Marshalls. Within an hour of departing my house and using it for the first time, the handle for rolling it came out of the back. I tried unsuccessfully to push it in where it would stay in. It is defective. Upon returning home, I immediately filed a claim on their website, I waited 3 business days for a confirmation of my claim before I reached out again via their contact us page on their website and I sent a separate email. On the next day I left a voice mail requesting a case number or a confirmation. Just crickets.

  Business Response

  Date: 09/28/2023

  Dear *********************** and Better Business Bureau,
  
  We appreciate the opportunity to address the concerns raised by the customer regarding their luggage. We take customer feedback seriously and strive to provide satisfactory resolutions. Please allow us to respond to the points raised in the customer's complaint.
  
  We have successfully established contact with ****** and have received their initial correspondence. According to our company's policy, we are in the process of gathering additional information from the customer to meet the warranty requirements fully.
  
  Rest assured that we will continue to follow up on this matter and work towards fulfilling the customer's needs in accordance with our company's policies. We appreciate the customer's email and their patience in resolving this issue.
  
  If you have any further inquiries or need assistance, please do not hesitate to reach out to us.
  
  Thank you for your attention to this matter.
  
  Best regards,
  Customer Service

  Customer Answer

  Date: 10/07/2023

  
  Complaint: 20668001
  
  I am rejecting this response because: The 10 day deadline to respond is approaching and this his not fully resolved.
    24/7 only reached out to me because they were contacted by BBB.
  I am grateful that they are following through with the warranty claim but they are creating unnecessary delays by waiting days between responding and requesting duplicate information. 
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/10/2023

  Dear *********************** and Better Business Bureau,
  
  We appreciate the opportunity to address the concerns raised by the customer regarding their luggage. We take customer feedback seriously and strive to provide satisfactory resolutions. Please allow us to respond to the points raised in the customer's complaint.
  
  Firstly, we would like to express our gratitude to *********************** for initiating the warranty claim process. We understand the importance of resolving this matter promptly.
  
  ******, we acknowledge your frustration with the perceived delays in our responses and the request for duplicate information. We apologize for any inconvenience this may have caused. Our intention is to ensure all necessary details are accurate and complete to expedite the warranty claim efficiently.
  
  We are pleased to inform you that we have received the required information from ****** to process the warranty claim, and we have also confirmed the details regarding the replacement luggage, including its shape and pricing. Currently, we are in the process of creating the payment link for your convenience.
  
  We kindly request your patience as we work diligently to finalize this process and provide you with the necessary payment details. Our aim is to ensure you receive a replacement that meets your needs and satisfaction.
  
  Once again, we apologize for any inconvenience caused during this process, and we are committed to resolving this matter to your complete satisfaction.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  Customer Services

  Customer Answer

  Date: 10/18/2023

  [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:
  
  Thank you. I have reviewed the response and received a replacement from the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/27/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 two pieces of luggage, went on ONE trip and one case lost a wheel and both cracked in several places. I travel a lot and before this purchase, I used the same suit case for over 10 years on many international flights. One trip and the suitcases break? Even more ridiculous, I filed TWO claims on your warranty website weeks ago and have yet to receive a response or at minimum a confirmation email. I attempted to send a message through your contact us option over two weeks ago and have yet to receive a response. Not only have your suit cases proven to be low quality but so has your customer service.

  Business Response

  Date: 06/27/2023

  Dear Better Business Bureau and ******,
  
  Thank you for bringing ******'s recent email correspondence to our attention. We would like to assure you that we have already been in contact with ****** regarding her concerns, and we have explained the situation regarding the restructuring of our customer service team, which has resulted in a slower response time.
  
  We understand ******'s frustration, and we deeply apologize for any inconvenience caused. We have already reached out to ****** to apologize for the delay and to assure her that her case will be handled promptly.We have expressed our willingness to provide her with a replacement for the damaged luggage. Once we receive her confirmation, we will proceed with arranging the replacement service. We are committed to following up on this matter and ensuring ******'s satisfaction as a valued customer.
  
  Again, we apologize for any inconvenience caused by the delayed response and the oversight in our communication with ******. We are committed to resolving this matter as quickly as possible and ensuring ******'s satisfaction as a valued customer.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  
  *************
  Customer Services

• Initial Complaint

  Date:11/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 15, 2022, I purchased 2 roll-around pieces of ***** luggage, which is made by 24-7.One piece has had no issues, but on the other piece, one of the wheels broke off within a matter of days, after the luggage had items placed into them and put into storage. I attempted to contact the company through their website contact form, but as has been well documented in other complaints, the form will never upload, just "spins" forever.I then decided to contact the company directly through their email link provided. I received a email reply the next day from one of their associates, asking for the pictures (I did not send them the first email to avoid their mail blocking any emails with attachments).I immediately sent the pics, but never heard another word on this. I reached out to them again on July 20th, Aug 11th, and Aug 19th, both through a reply to his email, and also as a new email to customer service, all with no response at all. I then sent a final email on Nov 14th, telling them that I was now going to escalate this to BBB if no response. Still, no response.I will attach supporting pics below.Luggage is ***** Select PO# *****P, large white ABS zippered bag.Serial # is ***********. Purchased new on May 15th, 2022 at TJ Maxx.Originally, I just wanted them to send me a replacement wheel because I did like the luggage, but now I have no faith in their warranty or service, so I would like a replacement or refund.Thanks for your help!

  Business Response

  Date: 12/01/2022

  *******,

   

  I am sorry this has not been resolved for you. I will reach out to you in another email with all the information that I need to process your claim.

   

  Thanks

  
  *******************

• Initial Complaint

  Date:11/13/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 got a suitcase at Marshals in September. Before using it the handle got broken. I've been trying to reach this company by phone, email, and social media, but no one replies. There is no number to send my purchase to them or get any advice. The warranty online form on its site is broken.

  Business Response

  Date: 11/15/2022

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

   

  I am sorry you experienced an issue with your luggage. Unfortunately, we do not warranty the luggage outside of ***. The best I can do is ship a part to a *** address. I will reach out to you in a seperate email.

   

  Thanks

   

  *******************

• Initial Complaint

  Date:10/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They won't respond to my ticket requests or emails. I was trying to see if I could get reimbursed with a rubber wheel on my ***** bag since mine came off.

  Business Response

  Date: 12/01/2022

  ******, I am sorry this has not been resolved for you. I will send you another email with information that I need for the claim. Thanks *******************

• Initial Complaint

  Date:09/21/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ***** expandable suitcase 9 months ago from TJ Maxx. Two months ago one zipper fell off the track of the top pocket and no longer functions. And the main zipper is coming off the seams. This should not be happening in this amount if time. I went to look for their website to call them about it, and there is no number or way to send photos and lodge a complaint

  Business Response

  Date: 09/22/2022

  Kiera,

   

  I am sorry you experienced an issue with your luggage. Our email address for customer support is on All of Our warranty cards that come with the luggage. I will reach out to you in a separate email on the information that I need to process your claim.

   

  Thanks

  
  *******************

• Initial Complaint

  Date:07/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 hard case suitcase on June 30, 2022. I left on a flight for vacation on July 2 and the hard case luggage coming off of baggage claim from that first flight had a large crack down by one of its wheels that went through to the inside of the suitcase. ***** luggage touts a five-year manufacturer warranty on their products I want the company to make good on that promise as the suitcase did not last one flight for us. I have attempted to reach out to 24 seven international on numerous occasions through their contact us option on their website, however this option never works and just spins after hitting submit. Therefore their website needs to be corrected or possibly they dont want to hear any contact from their customers and they know that there is an issue with their contact us option and theyre not fixing it by choice. I have also attempted to call their number I get connected to a customer service extension and the individual who is in charge of their customer service I believe his name is ******************* it goes to his voicemail every time and I have left him three voicemails all unanswered.I am reaching out to the BBB so that someone can hopefully help me with this situation; I do not want anyone else to have to deal with this headache And I dont think its correct for a company to offer a five-year manufacturer warranty and not stand by that.

  Business Response

  Date: 08/09/2022

  Natalie,

   

  I am sorry I didn't receive any voicemails from you. I just sent you and email to call me and I can replace the luggage for you today.

  
  Thanks

  
  *******************