Complaints

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a two piece Skyway Luggage set in 2018, which came with a 10 year warranty against "defects due to faulty materials or workmanship".In 2022, the handle of the smaller piece broke off in normal use. This handle is metallic where it slides into the suitcase, but plastic where you actually grab it. I believe this part is inherently poorly designed. I contacted the company, and they sent a replacement for free under the warranty. A couple of weeks ago, the handle broke in exactly the same manner. This time they claimed that it was normal wear and tear. I disagreed, and even pointed out that they replaced it the first time and it broke in exactly the same way. I don't believe this handle should break off under normal use. I would like to get another replacement handle under the warranty.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a brand new plastic, hard sided, Skyway Luggage suitcase from Kohls approximately 4 months ago. On December 30, 2023, I used the suitcase for the first time on a flight to *******, *******. The suitcase did not have any damage to the suitcase when I checked in my baggage at ***********. Upon retrieving my suitcase at *****************************, I immediately observed a decent sized crack (approximately 1 foot long) on the side of the suitcase. I attempted to contact Skyway Luggage via email to have it repaired or replaced under their warranty. Skyway Luggage responded, "Thank you for contacting us regarding the damage to your luggage. Our warranty covers defects in manufacturing and workmanship only. The warranty does not cover abuse by any transportation carrier or user, accidental damage, or normal wear and tear. Our quality control team has reviewed all the details of your claim and have determined the damage to your bag was not due to a defect in the manufacturing process. The kind of damage that was done to the exterior reveals that the bag has been subject to blunt force and/or crushing weight. We will have to respectfully decline warranty coverage per our policy, as this is not a defect in manufacturing, but caused by extreme abuse to the bag."I do not agree with skyway luggage response. This was the one and only time I used this suitcase and it failed within the first few hours of use. I have had several hard plastic suitcases in the past that I have used numerous times and none of them ever cracked, including another skyway luggage that didn't crack on the same flight with the same baggage crew handling the item. A suitcase should be able to withstand numerous uses which include sliding down on conveyer belts and sliding down the turnstyle at baggage claims. No luggage should break on the very first trip down the baggage claim terminal. This questions the rigidity of their products that they should stand by.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The nature of the dispute is over defective luggage wheels. My ******** of ******* Hills suitcase (26" roller bag) was used twice and the third time two of the wheels which are a two- piece construction (rubber on a metal inner rim) separated. Making it almost impossible to push or pull.I contacted the company and they made me send photos and an extensive list of information on the case. It should be noted that the case is in excellent condition except for the wheels. After some back and forth, they said I could purchase two replacement wheels. They arrived but did not match the existing wheels and the instructions were for installing them on another type of suitcase. The invoice said that I owed nothing so I accepted the wheels of another color and looked up on the Internet how to install. I then received a charge on my credit card for the wheels. They said my invoice was an internal accounting memo not by bill, All was good for one trip. On my latest trip another wheel did the same thing, making the case difficult to navigate. I contacted the company and they said they could not do anything because suitcase wheels are like tires on your car and need to be changed. Other suitcases we own have solid wheels like roller blade wheels. The newest cases have eight one piece wheels on them. The company does not use this type of wheel anymore due to problems. Originally, I was satisfied with repairing it at my expense. Now that a third wheel has experienced the same problem, I want a replacement case. Their customer service was timely in responding but the responses were "canned" and didn't seem to get my point about the design of the wheels in question. The issue is two-part wheels which with very little wear the rubber outer wheel disintegrates. It is like if a tire on your car goes flat or blows and you are trying to drive on the rim.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Skyway Luggage states they have a 10 year warranty on their products. The handle broke after 2 years of ownership. They accepted the warranty claim and sent me a replacement part. It was the wrong part. They sent a second time and it was again the wrong part. Now they are saying they dont make the part anymore and saying (after they accepted it as a warranty claim) that it is wear and tear. That is not how that works. They accepted the warranty claim and when they realized they dont make the part anymore they changed their mind???

*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. ↩