Review Time
When my suitcase lock failed, I had to break into it. I expected to buy replacements, but was pleasantly surprised when the company sent me a new lock and wheels for free! My suitcase feels brand new again, and I can't praise their aftercare enough!
We bought a large soft‑spinner from Macy’s in November 2024. After just two trips within 12 months, the stitching on top‑corner piping (both sides) came loose; there are no tears, scuffs, or other signs of external damage. We sent the case to Samsonite’s authorized repair center, which returned it claiming it had been “improperly handled.” Samsonite reviewed the photos and denied warranty coverage, blaming rubbing without providing a convincing technical explanation. Our decades‑long trust in the brand is now lost — Samsonite is clearly not what it used to be!
I want to share my excellent customer experience at the company. I needed to replace some zip pulls and had great correspondence with a representative. When I arrived, they replaced all six pulls at no charge, which encouraged me to purchase additional items. That's why I continue to choose their products!
On my vacation, upon landing my samsonite handle started playing up. It wouldn’t extend fully and was lopsided when sometimes half way extended. Contacted samsonite via customer support, they asked me for a bit of info which I provided. I then waited til a few days before returning to send them the last bits of info. The next day after arriving in the U.K. they sent me out a replacement handle. It was also very easy and quick to remove the old handle and replace it with the new one. Only needed to unscrew and screw 4 screws using the allen key provided.
I have a Samonsite suitcase which was used 4 years ago for a trip to Australia. It’s now time for our next trip to Oz again, the suitcase handle is stuck in the up position.I emailed Samsonite for advice on how to get the handle to retract. I was told that someone from Samsonite would be in touch. That was in November and subsequent emails have been ignored.Very disappointed in their customer response and while I would normally prefer to resolve any issues with the company directly and not post negative feedback, I feel too much time has passed.If Samsonite read this, and resolve the issue, I’ll be happy to post positive feedback.
After 3 years the combination lock on my Magnum Eco suitcase broke making it usable.I went to their website expecting to buy a replacement.After creating an account I was asked for the product code and my address. The next thing I knew I received confirmation that a new lock was being posted to me. It arrived today, only 2 days later, completely free of charge and it included the required tool and screws.I'm very impressed and had assumed that in order to get it fixed under warranty that I'd have to either send it to them or take it to a service centre. I'll definitely be buying Samsonite again and will recommend them other friends & family.
I bought a brand-new Samsonite C-Lite suitcase that was marketed as “extremely strong” and durable. It broke on its very first flight. A small dent in the shell straightened out when the suitcase was placed upright, and the material immediately cracked — something that should never happen with a premium suitcase.When I contacted Samsonite Repair Oxford Street, they dismissed it without even properly analysing the case. They insisted it was “third-party damage” and claimed it was “pierced”, which is simply untrue. The crack came from the material giving way — a clear product weakness.Instead of standing behind their warranty or even reviewing the suitcase, Samsonite pushed responsibility onto the airline and refused any help. For a company that charges premium prices and advertises exceptional durability, this level of quality control and customer care is unacceptable.I will not be purchasing Samsonite again, and I strongly advise others to think twice before trusting the durability claims on their website.
Let this be a warning to anyone thinking of buying a suitcase with this brand. After purchasing a new FlyTwist Spinner case. I went on 1 trip via train. I came back with marks all over the case. The quality is so poor with these cases, even compared to Amazon basics or John Lewis branded. These are worse. I requested a refund within my rights, they have refused.My warning is if you are desperate for a poor quality American Tourister case, purchase it through a retailer like John Lewis, as they have decent customer service and will refund you. This company also has a 14 day policy, this is intentional as they know how bad the quality of the cases are. I wont be purchasing anything from them again.
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