Reviews

Review Details

• Review fromS. V.

  Date: 19/10/2023

  1 star

  S. V.

  Date: 19/10/2023

  This company is truly disappointing. I needed replacement handles for my older model suitcase. They agreed to send me the parts, only asking for shipping fees. To my dismay, they sent enough for just one handle. When I attempted to replace it myself with no available instructions, I ended up making it even worse, and now the handles are a hazard, capable of cutting your hands. I contacted the company, explaining my predicament, and their response was to apologize, promise more handles, suggest I spend extra to have a professional fix it (since I couldn't do it myself), and offer a mere 30% discount on older models, with nothing from their new collection. This ranks among the worst customer service experiences I've ever had with a company. * ******** ********* ******* ** *********** ******* *** ****** ********

  Heys International Ltd.

  Date: 07/11/2023

  The customer reached out to us seeking components for an out-of-production luggage model. We informed the customer that this particular luggage is beyond its warranty period and original parts are no longer available due to its age. Despite these limitations, our team endeavored to find a workaround and successfully identified alternative 'retro-fit' parts. These could be utilized, albeit with a more complex installation process. Recognizing the potential sentimental or functional importance of the luggage to the customer, we were happy to provide these parts at no cost, along with advice on how to modify them for their specific piece.
  We understand that fitting non-original parts can be challenging. Therefore, we offered the option to bring the luggage to our Mississauga service center for complimentary repairs by our skilled technicians. It is regrettable that this proposal did not align with the customer's preferences.
  In our ongoing effort to ensure customer satisfaction, we proposed a 30% discount on a new luggage purchase from our website, aiming to offer a contemporary and dependable option that aligns with our commitment to quality. Unfortunately, this offer also did not meet the customer's expectations.
  Despite the luggage being out of warranty and production for a considerable time, we have made multiple attempts to accommodate the customer's needs. Regrettably, none of our proposed solutions have been accepted to date.

  S. V.

  Date: 09/11/2023

  “These could be utilized, albeit with a more complex installation process. Recognizing the potential sentimental or functional importance of the luggage to the customer, we were happy to provide these parts at no cost, along with advice on how to modify them for their specific piece.”
  These claims are factually inaccurate. I was charged for shipping to receive the parts, but only one handle was sent, although both were needed. Furthermore, there was a lack of information, instructions, or guidance provided for modifying the part that was sent. Mississauga is not a practical option for me, given its almost 4-hour distance from my residence.
  The suggested accommodations were unrealistic, and attempting to place blame on the customer adds insult to injury. The lack of assistance not only left me without a functioning suitcase but also resulted in its disposal. ** ******* ********** **** **** ******* ***** ** **** ******