In 2014, having travelled extensively through Africa, I purchased a Cellini suitcase from the Matador in Rosebank, Johannesburg, before travelling home. The store sold Samsonite and various well known leading brands, and the suitcase appeared of good quality. Having only used the suitcase domestically in Australia on a handful of occasions, I was frustrated when it no longer rolled freely, and on inspection, was disappointed to find one of the wheels had completely decompensated. As the suitcase was still under the 5 year warranty, I double checked the Warranty, confirming it was a warrantable issue, before contacting the company by email, submitting full details of time and place of purchase, photos of the receipts, and photos of the damage. I pointed out that the suitcase had only been used on some 5 occasions, and that all 3 other wheels were in excellent condition, suggesting that this was clearly not a case of "wear and tear", but a single faulty wheel. The company agreed it would provide a spare wheel free of charge, however courier costs would be "on your account". I replied quoting their own Warranty policy, which clearly states: 8. If the warranty applies, you will be notified as to whether the product will be repaired, replaced (with the original product or a comparable product) or refunded. Any such repair or replacement will be at our expense.They reiterated that whilst they were happy to supply the part "free of charge", shipping would be at my expense. I asked where my nearest approved service/repair centre was, pointing out that even if I paid for it, if I were to repair it myself, it would void the warranty. I was told they are only based in South Africa, and thus my only option would be to pay for delivery of the part, attaching a quote for $60 AUD. I double checked with the Australian Consumer Commission (ACCC), who confirmed that if the matter was a warrantable concern, which Cellini was accepting by offerring the part at least for free, than it should be repaired or replaced at the expense of the company, and not the consumer, as per their own policy. Unfortunately for me, they do not have jurisdiction beyond Australian shores. I did email the South African equivalent, but not surprisingly, received no response. Despite mutiple attempts to point out the warranty clauses, the company have refused to properly honour it, and ultimately, its now being repaired locally at a lower cost. I cannot recommend this company nor their products, and can only stress "buyer beware"...choose another brand!!!
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