Samsonite Reviews

My bag broke after two uses. It took months to even get a response from the company, and when I did I had to PAY for my bag to be sent to repair. Now my bag has ‘been in repair’ since February.. this entire experience has been so awful, and I have been very very patient with them. That ends now. NEVER buy anything from them, ever.

I had no choice but to click on the 1 to provide a review. I purchased a 3 piece set of Samsonite luggage through Amazon and it was delivered on March 22, 2021. I took it on an international trip for Two weeks in early April. On my return trip, I noticed that one of the wheels had shredded off. I contacted Amazon who referred me to the shipper who sent me to Samsonite. You cannot speak to anyone there. You must go on line or email which I have done. I got two separate request to send pictures. The only response I have gotten in the past month is they are reviewing to see if I qualify. No response that that will even send me a replacement wheel. I am very disappointed in their product quality and even more disappointed in their customer service. Next time I need luggage I will just purchase a less expensive product as theirs is certainly no better. Samsonite used to make a quality product that would last for years….not any more.
June 17. Still waiting to hear back from Samsonite regarding the defective wheel.

I bought 2 firelite (large) suitcases and another 8 soft (large) cases as we normally spend the winter in France so have to take a lot of luggage.
Wheels fell off off one of the firelite cases - literally picked it up one day it it just dropped off. Another has subsequently done the same.
The soft cases - one had a wobbly wheel. Called the place I got it from and they said it was an old style wheel and would send out new wheels if we didn't mind doing it ourselves - which we dont. They never arrived. Followed up with them and they then said we had to go into do it and said they never said this in the first place.
Overall the quality has been disappointing for the cost of them and the way the brand positions themselves.
I have tried to get support from Samsonite on them and have fallen flat - they just make doing anything far too hard for a company of this reputation.
In my opinion the warranty isn't worth the paper its written on.
Buy another brand is my recommendation and after spending an extraordinary amount on them, I'm saddened to say that they have disappointed me to the point where I will not trust this brand again.

The zip broke on my case after only 3.5 years. It is supposedly covered by the warranty, however I have been told that in order to do this, I have to pay additional money to transport the bag to a service station. So, despite having the warranty, my choices are to pay out an extortionate amount of money for transport, or to lose the bag all together, which wasn't cheap either.
I went with Samsonite because of the supposedly great warranty, but I'm appalled at this - it seems extremely unethical to charge extra in order to activate a warranty. I sent a photograph of the broken zip directly to customer service, but apparently I still have to pay for someone to assess my bag.
I wouldn't have purchased from this brand at all if I'd known the warranty was basically useless.

Been a loyal fan of Samsonite for years but the quality has deteriorated rapidly over the past five years. My latest purchase was to replace a small rucksack that only lasted a few years - the zips bust. That rucksack replaced a previous one that I had five years (which I was happy with). The latest one seems so flimsy with a jagged feel to the cheap (metal) zip instead of the previous thicker, plastic zips that seemed of far superior quality. Also, the zip only covers the top part of the rucksack (unlike the previous ones that went from bottom to top from both sides). I seriously doubt that this will last a year or so.

Absolutely rubbish. Broken suitcase. Hours spent trying to contact them. No customer service at all. Buy a different case. They are not as good as their name suggests

They are a horrible company. They are circling the drain and deservingly so. I ordered a product and immediately noticed I made a mistake. I tried to contact them to cancel the item, but no one responded to chats nor email. When I finally spoke with someone a day later, it had already shipped and now they want to charge me $15 to return it. I WILL NEVER BUY ANOTHER SAMSONITE PRODUCT. !!!!!!

Bought a laptop backpack, first they send it to a wrong address, I contact them, they apologize and send it again but forget to give me the tracking. I receive the package a few days later and the day after they send me another wrong tracking. The backpack is very good but in my case they slightly messed up the shipping. Score 5/5 product, 3/5 shipping, 4/5 overall.

Have used Samsonite for over 20 years and have travelled the world with several cases without a problem.
Had a case cracked on a long flight recently and went into the Samsonite shop in the US to buy a replacement and was told it was covered under warranty and got a free replacement. I had no proof of purchase or anything. Amazing service.
Great products from a great company ????

Samsonite is positioned as a high-end brand with high quality products. Prices make it clear.
However their reactivity and support to customers' issues is beyond unacceptable for a brand with such positioning.
3 days and still waiting for an answer from them when the request was clear: "send me asap a spinner/wheel replacement (I will pay for it) for my luggage XYZ because at the airport they managed to remove one..."
Samsonite, if you don't have the bandwidth to support your customers then make sure to have your replacement parts available for purchase online!!
#FAIL #BadCustomerService #NeverAgain

Within a year of purchasing this carry-on, the wheel broke. I’m not able to repair it on my own and Samsonite will not honor their 10 year warranty which means I have to throw it out and buy another after using it for two trips. What a waste! On top of this, the process of contacting Samsonite was a huge pain. I called their warranty representative multiple times and left messages, I’m convinced the person doesn’t exist. I emailed their team and they responded with an unhelpful automated message from a no-reply address. I picked this bag because it was made by Samsonite and I expected it to be high quality and for their customer service to be decent. I was very wrong and I don’t advise anyone else to buy their luggage.

I purchased 2 products on December 16th. My product was delivered to the wrong address on December 21st, although I had no fault. The customer service checked my delivery address and informed me that my delivery address was written correctly. They started an investigation for this wrong delivery. I was waiting for about 2 months. THE WORST CUSTOMER SERVICE. They do not make a refund and do not inform me. Please think many times before purchasing.