ComplaintsforLeisure Merchandising Corporation
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Complaint Details
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Initial Complaint
04/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a London Fog Brentwood ll style #**** suitcase I from Macys in June 2022. On a recent trip the bag was damaged by tearing of the fabric between the zippers. This was only the second time I have used this bag. I contacted ****** Fog who informed me that they do not deal with warranty claims on their products and told me to contact ************************************************* or by phone at ************ for assistance with any luggage purchases. I emailed Leisure Luggage on 2/16 and received an auto response stating We have received your email, a customer support representative will respond to your inquiry as soon as they can.I sent them all the info the auto response requested: Your Name, the luggage collection/size/color, Proof of purchase/store receipt, and a brief description of the problem. If you have the ability to include a picture of any issue it will also help to expedite your inquiry. After a week with no further contact I called the phone# provided by London Fog and got a standardunable to answer your call, please email recording. Having heard nothing from them I re-sent the same email in March, got the same auto response with no further contact from them. I sent the email again on 4/11 and got the same auto response. This company does not honor the warranty on their products and does not even respond to repeated requests for info. Very shady.Customer response
05/09/2024
Better Business Bureau:
At this time, I have not been contacted by Leisure Merchandising Corporation regarding complaint ID ********.What are my options to compel this company to respond? They have not responded to three requests from me and has ignored your request.
Sincerely,
*****************************Initial Complaint
04/05/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
************************* I been working on this defected luggage replacement for over four months, and it keep getting pass on, I would like to know when the baggage will be replaced, I am scheduled to go on vacation. 02/12/24 next week and I have no luggage. the one I have dragging on the back and bad will not work. if you have any question please call or email me back, thank you. ************************* **********Initial Complaint
03/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Luggage I purchased a London Fog Brentwood Ill 29" Expandable Spinner suitcase from ****** on 8/3/2023 (order:#**********).I initially reached out to London Fog customer service department in regards to a product malfunction. I lifted from the top handle and the handle immediately broke. It appears the top handle was not inserted with the ***** correctly during manufacturing. They emailed me back promptly and stated they do not have access to luggage warranty or repair information. They instructed me to contact ************************************************* or by phone at ************ for assistance. I have now attempted to email this company, Leisure Merchandising / London Fog Luggage, twice as well as contact them (2/9/2024). The number provided instructs you to email them and an additional number I found only did not work. At this point, I am wanting an explanation and a refund of $169.59.*****************************Business response
03/29/2024
We have reached out to ***************************** again on 3/29/2024, with the original form requesting additional information/images needed to process her warranty claim. We have taken the email address off this notification in case it was incorrect on our end.
Her complaint will be rectified as soon as we have all the necessary information to proceed.
Thank you,
Customer Service, LMC
Initial Complaint
03/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
- filed a warranty complaint on December 8, 2023 for a piece of London Fog luggage. One of the zippers broke only after 2 trips. - 12/17/2023 Sent all the required photos and receipt.- Every 2 weeks I send and email looking for an update with no response other than an automated reply.-1/30/24 Leisure customer service stated they need larger pictures - 1/31/24 i sent larger photos and pictures of the codes instead the luggage.- 3/5/24 Each week I send a follow up email with on response other than an automated reply. I tried calling their headquarters and the mailbox is full. Please help. Thank you. *******************Customer response
03/30/2024
Better Business Bureau:
At this time, I have not been contacted by Leisure Merchandising Corporation regarding complaint ID ********.
Sincerely,
*******************Initial Complaint
03/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased several pieces of London Fog luggage from ****** in July of 2022. After one use, the interior lining of one of the pieces became detached. As the product is under a 10 year warranty, I reached out to the manufacturer on January 20, 2023 to submit a claim. I affixed photos of the defect to my email. I received a response on January 23, 2023 requesting additional information. That information was provided on February 3, 2023, along with a copy of my receipt. On February 3, I received another response requesting that the photos be re-sent. I re-sent the requested photos on February 4, 2023. Having received no additional response, I reached out to customer service on March 8, 2023 and asked for an update on the status of the claim. On March 12, 2023, I reached out again and advised that I required a response within 24 hours. As of the date of this complaint, I have yet to receive a response from the company.Customer response
04/21/2023
Better Business Bureau:
At this time, I have not been contacted by Leisure Merchandising Corporation regarding complaint ID ********.
Sincerely,
***************************Initial Complaint
10/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a set of London Fog Luggage 12/4/2019. It comes with a ten-year warranty. I submitted a request for warranty action on 9/7/2022 because one of the suitcases is fraying. They asked for photos and copies of the warranty and receipt, which I provided. I never heard back, and when I email a request for status I get a standard, canned response that they are busy, etc, etc. The latest message received today, 10/17, says they will be out of the office from 10-21-22 through 11-7-2022. I need them to fulfill the legal warranty I have on this product.Customer response
11/17/2022
Better Business Bureau:
I have received the warranty replacement suitcase on 11/17. This complaint can be closed.
At this time, my complaint, ID ******** regarding Leisure Merchandising Corporation has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
***************************
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Customer Complaints Summary
7 total complaints in the last 3 years.
5 complaints closed in the last 12 months.