Review Time
I bought a large suitcase in 2023 and only used it 3-4 times before the TSA lock stopped functioning. It has now been 1.5 months since I filed a warranty claim, and the whole experience has been incredibly frustrating. There’s no direct contact for the warranty department. After reaching out to customer service three times, I finally received email responses, but they only asked more questions. Eventually, I was informed that my claim is 'conditionally approved,' but I now have to cut out labels from the suitcase and send them to a Florida address for them to 'verify a manufacturing defect' (I had already submitted photos of the labels with my claim). Being in Canada, sending a traceable letter will cost me 20-25% of the suitcase's price with no guarantee of a resolution. A very rude representative informed me that this is their process and that I would receive either a discount or some other form of compensation as a result of the claim. When I requested to speak with a manager or escalate my concerns, he hung up on me. I will never purchase anything with this brand again. Based on similar reviews, the quality and warranty support appear to be lacking. They seem to do everything possible to avoid honoring their warranty.
I bought a large suitcase in 2023 and used it just a few times before the TSA lock failed. It's been 1.5 months since I filed a warranty claim, and the process has been incredibly frustrating. There’s no direct contact for warranty issues. After contacting customer service three times, I finally got a response, but they just kept asking the same questions. I was told my claim is "conditionally approved," but I have to cut labels from the suitcase and send them to a Florida address for them to verify a manufacturing defect, despite having already submitted photos. I’m in Canada, so sending a traceable letter will cost me a significant portion of the suitcase's value with no guaranteed outcome. A rude representative informed me that this is standard procedure, and when I requested to speak to a manager, he hung up. I will never purchase anything from this brand again. Based on similar reviews, it's clear the quality and warranty are virtually non-existent.
Customer service has declined sharply since I bought my suitcases. I purchased a set of three nesting suitcases in 2019 and had a quick resolution for an issue with the mid-size one a couple of years ago. Now, there’s a problem with the smallest suitcase, and they keep delaying their decision, asking repetitive questions I've already answered. It’s been almost eight weeks since I opened a warranty claim that I thought would be straightforward, and I really need a functional suitcase for upcoming travel! I've had to call customer service three times to keep my claim moving. While there's no wait time to reach someone, there's no direct line to the warranty department, so they just nudge them for a same-day response, which hasn’t resolved my issue. I received a notice that my claim is "conditionally approved," but I must cut labels from the suitcase and mail them in for verification. Depending on the outcome, I might reconsider buying from this brand due to their poor customer service.
I bought a suitcase seven months ago and used it three times before the zipper broke. When I contacted customer service, I was told to take it to a repair shop at my own expense. I strongly advise against buying from this company!
If I could give zero stars, I would. I will never purchase from this company again. As a long-term customer for over 15 years, I’ve bought several luggage sets and backpacks. I bought a new luggage set, used it once, and one of the bags was in terrible condition—frayed at every single seam! I filled out their lengthy online customer service portal multiple times, mailed in labels via certified mail, and attached photos, but received no follow-up. After six customer service chats, I was told I would hear back, but nothing. They closed my warranty claim and offered me a 15% coupon to buy more luggage. This is unacceptable. I will never buy again and caution others to beware as they are not BBB accredited and have a very low rating due to similar issues.
I’ve owned my laptop backpack for just a year, and the right shoulder strap is starting to tear. I use this bag as intended, and it clearly has a defect since there were loose threads within a week of use. The backpacks come with a ten-year warranty that they do not honor! Months have passed since I emailed my warranty claim with no response. Do not buy from them unless you're okay with them ignoring warranty claims. They should face consequences for false advertising!
I would rate below one star if it were possible. Our backpack had a material issue, and after filing a claim, they approved it but gave us a 15% coupon instead of a replacement, which is not acceptable. I will never buy from this brand again.
Three years ago, I had a piece of luggage replaced by an airline, but since it was a replacement, I didn't receive an invoice. When the handle broke on the replacement, my claim was rejected for not having the original invoice. It felt like a computer-generated denial with no human involvement in addressing quality issues.
After just six months and only two trips, two of the four wheels broke, and I was just rolling the luggage as intended. The wheel quality is subpar. Even worse is the customer support: the claims process is cumbersome, and responses from the support team are slow. I will never purchase from this brand again, and likely not from their associated brand either.
I had luggage break during a vacation (a wheel came off), and the company blamed the airline, even though the issue occurred a full day after the flight. I submitted a warranty claim, which was denied. Unbelievable! I will never buy from this brand again and will donate the rest of my luggage to goodwill. Their customer service is terrible; buyer beware!
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SWISSGEAR.com Features Genuine, Premier Luggage, Backpacks, Travel Accessories, Belts and Wallets. Great for Family Travel, Business Travel, Hiking, Backpacking, Back to School, Kids Backpacks and Much, Much More!
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