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.
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