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Business Profile

Luggage

Heys International Ltd.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Luggage.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:30/01/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a child's suitcase in 30 June 2020. The handle malfunctions and will not retract completely. I contacted the company for repair, as they advertise a 10-year-warranty, but was told this warranty does not apply to children's luggage. They offered me a discount on a future purchase.
    They were not able to send me a link to anything that states their warranty does not apply to children's luggage - they only sent me a screen grab from who-knows-where stating as such.
    I would have bought my daughter's suitcase elsewhere had I known there was no warranty.

    Business Response

    Date: 28/02/2024

    We contacted the customer and is addressing the issue to her satisfaction.

  • Initial Complaint

    Date:19/01/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased an ez 2.0 suitcase from Heys and have since used it on 2 trips. On the second trip, the zipper broke so that I’m no longer able to zip it up or down and close the suitcase. I contacted Heys customer service and they let me know the luggage was covered under their warranty but I’d have to bring it to one of their service locations or pay to have it shipped back. The service location that was provided to me is not accessible to me, and I’ve been quoted almost $100 to ship the luggage back. I asked customer service why I was having to pay almost half the price of the suitcase to fix a quality issue that is clearly the company’s fault. No one from customer service replied to me. I also left a review on their website detailing this information and they never published it, which leads me to believe they are filtering for only positive reviews. Now I’m stuck with an unusable suitcase after 2 uses. ***** *** ********* **** ********* I expect better from a Canadian company.

    Business Response

    Date: 26/01/2024

    We reached out to the customer and resolved
    issue. She is now satisfied with the resolution of the claim.

    Customer Answer

    Date: 06/02/2024



    Complaint: ********



    I am rejecting this response because the "solution" Heys provided was to ship me a different piece of luggage (not the one I originally bought) at my expense of $50.



    Sincerely,



    ******* ********

Heys International Ltd. is NOT a BBB Accredited Business.

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