We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Samsonite has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/23/2024

      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.
      Recently used for the first time since Covid a Samsonite spinner. The main zipper broke. Luckily I did not lose anything but no thanks to the luggage. Bag looks new, it was not full, or over 50 pounds as I did not pay extra for the luggage on American Airlines .Ive contacted Samsonite several times. No one seems to actually read the emails. The replies are always, we apologize for the inconvenience.. its maddening that they wont acknowledge the pictures Ive attached or address an obvious defect. Of the zipper on main compartment. Expander zipper is fine and was not being used.

      Business Response

      Date: 04/24/2024

      We will reach out to the consumer directly

    • Initial Complaint

      Date:04/19/2024

      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 made an order and paid through Apple Pay and the address that was put on the order was mistakenly changed to my billing address. I contacted the customer service as soon as they open at 9am EST and it was less than 2 hours since I placed the order. They told me they couldnt make changes to any orders. It does not make sense that the order is not shipped and theyre unable to change the shipping address or let me cancel the order. I no longer live at the address and they are not offering any help at this point but to wait for the item to get delivered and return it. It does not make any sense for a business to not be able to do any changes to the order when it has not left their warehouse/ facility.

      Business Response

      Date: 04/19/2024

      We will contact consumer directly

    • Initial Complaint

      Date:04/05/2024

      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.
      Requesting refund for surcharges fees: and pickup request fees: ******** even if I were to try and drop off would still cost me and they inconvenienced me, for them sending the wrong luggage color and design! so I had to pay for a pick up could not drop off. Their customer service reps and or their website has listed, as the (reason for return )The wrong reason for return! very deceptive! Because they know full well why I am returning the items, I did ask could they do something about the cost other than sending me shipping labels their rep in the chat was very rude and unhelpful (********) told me "that is not what we do" it's not what you say it's how you deliver it, the whole chat was horrible! And I am still waiting for a call back from a supervisor Why shouldn't they eat the cost it was their mistake. I also encountered issues with the return labels they did not take the time to put the correct lbs. and item numbers to match the shipping labels so that I would know which boxing labels go where? Nothing matched and yes I tried finding a match on my own to no avail! I discovered this after printing them out here at home. I was excited to be getting my luggage only to find out hey this is not what I ordered wtf!?

      Business Response

      Date: 04/09/2024

      We will contact consumer directly.

      Customer Answer

      Date: 04/09/2024

      [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. 
      BUT LET THE RECORD SHOW I STILL FEEL LIKE THEY SHOULD HAVE ATE THE COST OF *** SURCHARGES AND FEES OF $19.55 STILL! It was their mistake!! Period! 

      Regards,

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

    • Initial Complaint

      Date:03/27/2024

      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.
      TITLE: After product return, they still have my $300+, and the bag. -- I returned my bag to have it replaced by a different SAMSONITE bag right before going overseas on government travel orders. I confirmed its return, and presumed that the refund was forthcoming. After going overseas, through quarantine and with limited internet access, apparently the money was NOT, in fact, refunded. After many, many emails and long distance phone calls to customer service, I was told the refund window was closed and they could not verify my return, even after presenting the return slip they had provided and the *** return confirmation indicating the bag was delivered to their dock. Even after providing all proof that the bag was indeed returned at their shipping dock, and they admitted that all proof was provided, they stopped responding to me and didnt care to process the refund. They now have the bag and still have my $300+. Some may call that robbery. **Ive just located the BBB website to submit this report of an incident that occurred during the heights of the ***** pandemic. I still have all the documentation to backup my claims. I knew and obliged by their return policy; they just didnt keep their end of their own policy (refunding the money). Buyers beware: they produce aesthetically beautiful bags, but their business practices are shady. I have never and will never purchase Samsonite again.

      Business Response

      Date: 04/01/2024

      We will contact  the consumer directly.

    • Initial Complaint

      Date:03/26/2024

      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 placed an order online and entered everything in correctly. I ordered a gift to ship to my grandmother for her birthday. When I paid by Apple Pay, it automatically updated the shipping address to my old address that I no longer live at. I called customer service who advised that they cannot make changes or cancel the order because the system isnt designed that way. Ive never heard of a company that doesnt allow you to make changes to your shipping address especially since it was still in the processing phase. I was told I had to change it on *** my choice. I follow the steps and *** my choice advised I could not make the changes until a first failed attempt of delivery. I have no way of knowing if the delivery will fail. The new owners of the house could just keep it and Im out of almost $200 now! **************** is of no help whatsoever and this company needs to be held accountable as Im sure Im not the only one with similar issues!

      Business Response

      Date: 03/27/2024

      We will contact consumer directly.

    • Initial Complaint

      Date:02/24/2024

      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 bought a Samsonite bag for for over $200 at ******************** airport. I put only one or two items in this bag, used it once (not checked or roughed up by any means) and noticed the bottom corner where the zipper material meets with the hard shell case was pulling out from the hard shell, creating a hole. Given that this was a brand new bag and was barely used, this had to have been like that when I bought it. I went to reach out to Samsonite and for one they have no phone number to call, so you have to use email. I emailed them on 2/12/24 asking how to receive a replacement, I provided all the information they asked me to, and then they told me PAY MONEY to send my bag to them, so they can CONSIDER if my bag is covered under warranty or if I have pay out of pocket. I followed up saying I should not have to pay for a replacement and they should be able to tell me if this bag is under warranty before I spend money to send it. They continuously keep telling me to pay money to send it for them to identify IF they will repair it. This is completely unacceptable customer service and from looking up other reviews, they do this all the time.

      Business Response

      Date: 02/26/2024

      We will contact the consumer directly.

    • Initial Complaint

      Date:02/01/2024

      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.
      I bought brand new 3 set American Tourister bag set from Samsonite on October 9, 2023 for $146.53 (Brand new unused) in **** sold and listed by Sasmonite. One of the bigger bags which we took on a trip via Van (not airlines) broke on our first use. It had about 25 lbs worth of clothes in the box. Now when I contacted Samsonite they are stating they won't fix it or replace under their warranty which is ridiculous. The box looks still brand new as it's hardly used. It was not due to miss handling that caused the shell to break off. Again it was not taken in the Airplane.I contacted the chat agent on Feb 1, **** in samsonite website. The agent name was *************** who told me this is not manufacturer defect by just looking at the picture that I sent her via chat which is not correct.I am attaching pictures of the bag.

      Business Response

      Date: 02/01/2024

      We will contact the consumer directly.

      Customer Answer

      Date: 02/01/2024

      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. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      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

      I need to look at what their response is? All they are stating is they will contact me, which they have not done yet. So it's better to keep this complaint open until the business provides reasonable solution.


      Regards,

      Suresh

       

       

      Business Response

      Date: 02/02/2024

      We reached out to this consumer to offer resolution via email. We will follow up via email as well as phone.

    • Initial Complaint

      Date:01/14/2024

      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 returned a piece of luggage via *** on Monday this past week (January 8) and still have not received any communication that the company has received the luggage or that a refund is pending. Additionally, the luggage arrived damaged. I sent in a photo to their customer service department and asked that the shipping cost get waived and I get full refund since the item was damaged. I have not heard back. I emailed them last Sunday. I want the status of my refund and a full refund.

      Business Response

      Date: 01/16/2024

      We will contact the consumer directly.

      Customer Answer

      Date: 01/16/2024

      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. 

       

      The business has not contacted me at all. If they say they are going to reach out, then they need to do so ASAP. 

       

       

       


      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: 01/22/2024

      Consumer was contacted via email. We will ensure we follow up.

    • Initial Complaint

      Date:01/11/2024

      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.
      Subject: Urgent Complaint Regarding Defective Luggage and Unfulfilled Replacement I hope this email finds you well. I am writing to express my deep disappointment and frustration regarding my recent experience with Samsonite, a brand I have been loyal to for over 15 years.Last year, I purchased a Samsonite carry-on, and during my recent trip to *****, the handle broke off. Since September, I have been in communication with various Samsonite employees, providing multiple pictures of the damaged luggage. Despite your team suggesting a location in ***** for repairs, the luggage couldn't be fixed there.*********************** assured us of a replacement and directed us to take the luggage to a Samsonite store in *****. Regrettably, my husband's attempt to have it replaced was thwarted when the luggage was stolen from a hostel's common room, where he left it as instructed.Now, despite having multiple photos of the carry-on and the assurance of a replacement from ***********************, there seems to be a reluctance to fulfill this commitment. I sent an email to ******************, but unfortunately, I haven't received a response.Considering my husband's imminent return to the US on 1/18/2024, the urgency of this matter cannot be overstated. I implore you to address this issue promptly and honor the commitment made by *********************** to replace the damaged luggage.I value the quality and reputation of Samsonite and sincerely hope for a swift and satisfactory resolution to this matter.Thank you for your attention to this pressing issue.

      Business Response

      Date: 01/12/2024

      We will contact consumer directly.

      Customer Answer

      Date: 01/12/2024

      [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,

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

      Customer Answer

      Date: 01/17/2024

      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. 

      I still havent received the luggage from Samsonite. 

      Leticia 


      Business Response

      Date: 01/17/2024

      Consumer has been contacted with tracking information for the order that is set to be scheduled shortly.

    • Initial Complaint

      Date:01/11/2024

      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 purchased the ******** 29" spinner at the end of 2019 and did not use it for the first time until the end of 2022 due to Covid. I had no issues with it during my first trip but it broke upon using it the 2nd time in June 2023. The handle is permanently stuck in the down position despite it holding less than 40 lbs of regular items (clothes, shoes, toiletries) and completely ruined my trip as it was impossible to drag around without a working handle. I have exclusively used Samonsite luggage for decades and have never had this issue with my smaller checked bag or carry on by them. There is clearly an issue with this specific model as many reviews note this same problem. I have been reaching out to Samsonite CS for weeks to see how I can either get the handle repaired or exchanged at no cost and have yet to receive a response.

      Customer Answer

      Date: 01/22/2024

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 01/23/2024

      We will contact consumer directly

      Customer Answer

      Date: 01/24/2024

      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. 

      Samsonite has not contacted me regarding this matter.

      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: 01/26/2024

      We will follow up with the consumer.

    Samsonite is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.