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Business Profile

Luggage

Samsonite

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Luggage.

Complaints

This profile includes complaints for Samsonite's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 83 total complaints in the last 3 years.
    • 19 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:11/01/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      My suitcase broke and the damage should be covered under the warranty as a manufacturing defect warranty as it was less than 2 years old and minimally used. I paid to have the suitcase shipped to a repair/replace facility just to be told it cannot be repaired or replaced under the warranty. They market a bogus warranty that only benefits them.

      Business Response

      Date: 11/05/2024

      We will contact the consumer directly.

      Customer Answer

      Date: 11/08/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ****** *****

    • Initial Complaint

      Date:10/16/2024

      Type:Product 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 bought American Tourister luggage back in June. On my last plane flight my zipper pulls were broken off, both of them. I contacted American Tourister and a nice lady told me to send her pictures and they would check to see if they have replacement parts for me. She sent me an email and followed her instructions exactly. I then get an email back a couple days later saying that the warranty does not cover anything that happened to me. It was like I followed the first email exactly for NO REASON. They acted like the first email did not even exist. Why did I follow her instructions? Why did I do what I did? They basically acted like the first email did not exist and then they acted like they could not help me at all. HORRIBLE customer service!!! The worst!

      Business Response

      Date: 10/18/2024

      We will contact consumer directly.

    • Initial Complaint

      Date:10/07/2024

      Type:Product 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.
      Hello, my name is Youyou. I am writing this problem statement for my parents who dont have sufficient language skills to illustrate the current issue. I am writing on behalf of my father, Haitian ****, who paid for the products. We bought a suitcase set on 6/22/2024 this year. We never used the suitcase since the purchase and would like to return it for a refund or exchange. Today(10/5/202024), we went to the store and would like to return the product.However, we were told that we are unable to return the product due to a 90-days return restriction which is not listed on the receipt. The store shows us a return police which is not very obvious at the checkout desk. We werent told that we could not return within 90 days nor that the receipt show anything related to that.Also, we thought wed accept an exchange for the same price we paid for the product. However, the store told us that the product we bought is now DISCOUNTED. That means we cannot get an exchange for the full amount we paid for. As shown in the attached files, this police is not shown either on the stores policy plate or the receipt. The 900+ dollars we paid is now only equal to around 500 dollars exchange meaning that we are suffering a 400 dollars of loss without any notification. I demand a full refund or equal-price exchange from the business. Thank you for your time.

      Business Response

      Date: 10/09/2024

      We will contact consumer directly.

    • Initial Complaint

      Date:09/02/2024

      Type:Product Issues
      Status:
      Resolved
      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 Somsinet luggage set for two in March 2022, which comes with a 10-year warranty. Recently, Ive noticed that the stitches on the carry-ons are coming loose, which poses a risk of losing my belongings. I have attempted to resolve this issue by sending an email and making phone calls, but I have not received any response. I would appreciate your assistance in finding a resolution, as the item is still under warranty.

      Business Response

      Date: 09/03/2024

      We will contact the consumer directly.

      Customer Answer

      Date: 09/04/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      Simge Engelkiran

    • Initial Complaint

      Date:08/20/2024

      Type:Product Issues
      Status:
      Resolved
      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 redeemed a samsonite bag from a website the bag name include a carry on. However its very huge that cant be identify as a carry on, nor be carry on most of the airlines. I wrote email to Samsonite telling them its very confusing and request that they exchange one real carry on bag(ideally soft case as well) for me. But they only could offer 40%off. I felt being scammed.Product name: Ascella 3.0 softside carryon spinner, sapphire blue

      Business Response

      Date: 08/21/2024

      We will contact the consumer.

    • Initial Complaint

      Date:08/04/2024

      Type:Delivery 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 made an initial order on 7/17/24(order number SAM03456976) and about a week after the item was supposed to arrive I called to see what was going on meanwhile the tracking number they provide never showed up in *** system and they told me to wait another few days to see if it arrives. After waiting few more days I reached out to the company on Aug 1 and they told me they would send a replacement order however the tracking number they provided still doesnt show up in *** system leaving me to wonder will I ever receive my items The replacement order tracking number that doesnt work is 1ZXF39260398212643 I want my items in addition to 30% refund on the order.

      Business Response

      Date: 08/05/2024

      We will contact the consumer directly.

      Customer Answer

      Date: 08/05/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      All I desire is my items and a refund discount on my purchase 

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *******

       

       

      Business Response

      Date: 08/07/2024

      Our team has reached out to the consumer with the resolution via email. We will also attempt to call the consumer to explain and see if there are any additional questions they may have.

    • Initial Complaint

      Date:07/25/2024

      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.
      Samorite literally made me ship my luggage for a wheel repair the repair center broke my luggage a d samorite to fix or give me a new one Horrible customer service

      Business Response

      Date: 07/26/2024

      We will contact the consumer directly.

    • Initial Complaint

      Date:07/24/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Hello,I placed on order on American Tourister; order#AT00641495 not too long ago. I recently used my luggage for a trip and am dissatisfied with the quality of the luggage. It is flimsy and wobbly. I attempted to contact American Tourister over and over, and was finally able to connect with someone as I would like to return the luggage. I was told, that since it was used, I was unable to return it. However, due to the poor make of the luggage, I am looking to return this suitcase for a refund. I paid a nice amount of money for it and for it to be poorly made is not acceptable. Please provide a return label and full refund.

      Business Response

      Date: 07/25/2024

      We will contact the consumer directly

      Customer Answer

      Date: 07/25/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

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

    • Initial Complaint

      Date:07/05/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 reached out to this company 2x by emaiil within a year and a half. The last time about six months ago, last year and was ignored.I purchased a piece of American Tourister luggage from a department store, which is I believe part of Samsonite. After using it one time and traveling by plane, it came back with several dirt streaks on it. I wanted to clean it and I could not get it off. All I wanted to do was to find out how to clean it. I was certainly hoping these dirt streaks could be removed. I wouldn't want to know that only after one trip already the luggage will be forever marred by this.Why would they not respond? why would I be ignored? I'm not going to persist in emailing them, chasing after them.

      Business Response

      Date: 07/08/2024

      We will contact the consumer directly.

      Customer Answer

      Date: 07/11/2024

      One of their representatives responded to me online, sent me an email with what I consider to be a boiler-plate response. Nothing resolved.

      Told me I can put a claim in to the airline for one. For scuff marks. That is ridiculous. Its dirt, scuffs. Its too long now but I wouldn't have even thought to do that with scuffs. Its not as if it was  any type of dent or serious damage. That I would have done, of course. 

      I tried everything to clean it. I had to be mindful of damaging the finish. The paint but any general household cleaner from Windex, to Formula 409 etc. should have handled this. It did not. I certainly was not going to be more aggressive as in using Brillow  pads etc. Never should have happened. Brand new piece. I treated myself to, cost me over $100.00. Should be able to be removed. Period.

       

       

      Business Response

      Date: 07/18/2024

      We will contact the consumer directly.

      Customer Answer

      Date: 07/23/2024

      What is this? Where is the response? I see nothing. It is not considered resolved as of yet. 

       

      Business Response

      Date: 08/12/2024

      We will contact consumer directly.

      Customer Answer

      Date: 08/13/2024

      complaint # ********. 
      I cannot consider this resolved only because  I never received the compensation that was offered by the company  I was told almost two weeks ago now that they were expediting a check do I could replace the damaged piece from the same retailer from which I purchased  

      I never received the check  

       

       

      Business Response

      Date: 09/05/2024

      Consumer confirmed vis email on 8/19/2024 that check was received.

    • Initial Complaint

      Date:05/26/2024

      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 took the luggage to the shop Samsonite recommended and the guy first says it is not under warranty and I need to pay $48 to fix the wheels. I showed paperwork it is in warranty. Now he says it is wear and tear because I owned it 9 years and he does not have the parts anyway so it will be "rigged". The warranty is 10 years. Why would a company have a warranty for 10 years and not have parts to fulfil the warranty period of their products?I reached out to Samsonite again after my encounter with the repair shop and the person apologized and said she would get back to me. I reached out after a couple of weeks when she did not. She never responded. I've recommended and purchased Samsonite in the past 20 years. I travel 12 months out of the year. I have no idea Samsonite treated customers this way. The *** number is: ******************

      Business Response

      Date: 05/28/2024

      We will contact the consumer directly.

    Samsonite is NOT a BBB Accredited Business.

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