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

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.

Initial Complaint
Date:01/10/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 of two backpacks on December 22, 2023 and no further updates have been provided. It has been more than 2 weeks and no status updates of the order. If it has been delayed, I would like to know. The order number is EBG36055311. *** showed a label has been created but no further movement/updates have been made. I would like to know the status or situation of my order. The order total is $77.53 and my card information has been charged. The order was made through Ebags website, however, Samsonite is the parent company therefore the complaint is filed under Samsonite's name.
Business Response
Date: 01/11/2024
We will contact the consumer directly.
Customer Answer
Date: 01/11/2024
[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,

***** Do
Initial Complaint
Date:01/03/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
Please see the attached letter for details!!
Business Response
Date: 01/04/2024
We will contact consumer for additional details.
Customer Answer
Date: 01/04/2024
[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,

***************************
Initial Complaint
Date:01/02/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 High Sierra Pathway 2.0 90L backpack through Amazon in June of 2023 for use on extended backpacking trips. On my second use of the pack (October 2023), the height adjuster tore while in use in the field. I have been seeking repair or replacement from High Sierra for several weeks now and their ************ are to accept a substantially different and smaller pack or to wait until the bag comes back into stock. They cannot advise when, even broadly, it will. I have asked for escalation, offered return for repair, and suggested the pull back a bag from within their downstream distribution as they are still available for sale widely but they are unwilling to do anything to make me whole on this obviously defective product.I have attached a photo of the defect and the correspondence for reference.
Business Response
Date: 01/03/2024
We will reach out to the consumer directly.
Customer Answer
Date: 01/10/2024
[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.
The business contacted me very quickly, supplied the promised replacement, and it meets my expectations. Thank you for your efforts to resolve this issue quickly.
GOOD JOB!

Regards,

*******************************
Initial Complaint
Date:12/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Samsonite ********* Repair ID: ********* This case was handled by ***********************, Head of Marketing at the beginning and then transfer to *********************, **************** Lead as ****** is sick. ***** offered to view the replacement suitcases at a Samsonite store near my location at first but then she refuses to arrange that the next day. She told me that she can only arrange the replacement to Samsonite repair center and she refuse to answer when I ask her why she break her initial offer. She also being impatient and rude to me when I question her further. I also sent a number of emails to Samsonite management but receive zero reply. The is the worse customer service I have ever seen.
Business Response
Date: 12/18/2023
This complaint is regarding his service with our international team (outside of the **) because this consumer is also located outside of the US. We will forward this inquiry to the team who would assist him or follow up on this for him.
Initial Complaint
Date:12/16/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
"Because Samsonite over-promised that my suitcase would arrive by December 18 at the latest, I communicated with the Samsonite customer service on December 15. They assured me that the case had been handed over to **** However, after confirming with **** I learned that Samsonite had not yet delivered my package to them. I need to leave ***************** on December 18. Due to Samsonite's own reasons and false promises, which misled me into making a purchase, I am now reasonably demanding a refund from Samsonite based on my situation."
Business Response
Date: 12/18/2023
We will contact consumer directly.
Initial Complaint
Date:12/12/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
Ordered Stryde 2 via Samsonlite online. According to their website, it should take 2-5 business day to deliver. When receiving the tracking number, *** put a statement on top saying the delivery date will be updated when *** takes possession of the package. After 7 days, contact ********** customer support. Was told to wait for 10 business day. After 10 business day, call again. The customer rep was agree to issue a refund but haven't receive any confirmation email for that. Call again next day, told me to wait for another day for them to issue a refund. It seem like it is not going anywhere. Just keep on delaying.
Business Response
Date: 12/12/2023
We will contact the consumer directly
Initial Complaint
Date:12/08/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 ordered (2 orders in total) Luggage because their portal said 2-5 business days to deliver.I had an upcoming travel in 8 business days from the day of order.I contacted customer care on the 6th business day and got an automated response. Tried calling them and all I got was an automated answering machine.I'm not sure whether the order was delivered on a later day as I am not home for the rest of the month, also not sure what the status of the package is. the vendor won't respond.The status on their portal still has no update Order Numbers SAM03174756 SAM03174690
Business Response
Date: 12/08/2023
We will contact consumer directly.
Initial Complaint
Date:12/05/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
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 ordered 2 luggage sets from Samsonite.com back on 11/14 and until today there was only one arrived. I called them today and learned that the missing shipment was due to out of stock on certain item but they never informed me on that. When talked to the operator, Samsonite agreed to give me a price match on a similar item but different color to the one I ordered. I agreed with that but later found out the "price match" was calculated by pretax but not the after tax, that created a cost difference between the 2 orders. I have asked Samsonite to cancel the order since it was not confirmed nor shipped, but the operator told me once the order was submitted there was nothing they can do about it but to return it when I receive it, that will also cost me 15 dollars. I don't understand why their policy was like that and I thought any order that has no shipping confirmation can be cancelled. Can you help with that?
Business Response
Date: 12/07/2023
We discussed and resolved the issue with this consumer today.
Customer Answer
Date: 12/07/2023
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 total cost of my first order was $380.06 ($347.09 + tax), I talked to Samsonite on 12/5/23 and they agreed to give me a price match on a similar product since the original one I ordered was out of stock (this was never communicated to me until I called them). I agreed with the price match and refund option Samsonite offered on the phone, but then after the call I realized when the refund they offered my total cost will be $804.83 - $387.91(refund) = $416.92 which was $36.86 more than my initial $380.06 cost. I called Samsonite again on 12/7/23, and this time they "explained" to me that the price match was a "courtesy" price match and they won't able to match my total cost. I have asked Samsonite back on 12/5/23 to cancel the order before the order was confirmed and the item was shipped, but they refused it and told me all the orders can not be changed after submission. I then asked them for return options and Samsonite told me I will need to pay additional $15 for the return. This is really something I never experienced with online shopping. Please help and thank you!

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,
Ruoqiao

Business Response
Date: 12/11/2023
We are currently working on this issue with the consumer.
Initial Complaint
Date:12/01/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
On November 24 2023 order # SAM03184801 was accidentally placed via the Samsonite website (****************************************) and I immediately attempted to cancel. Within 15 minutes of the order submission I contacted Samsonite via their customer service phone number ************ and explained to the customer service agent ******** that this order was literally just placed and needed to be cancelled so that it did not process. ******** explained that she would do her best to cancel the order and would contact me the following morning of November ***************************************** if not she would provide a return shipping label. The next morning, I received an email from ******** stating she was unable to cancel the order but she did not provide a return shipping label. I attempted multiple times to contact ******** or anyone at Samsonite after this event and received no response. My credit card was charged $191.16. At the time of delivery via *** I refused the package (*** tracking 1Z787F230318121581) and instructed the *** driver to return to sender. I again contacted Samsonite to let them know this package was refused and returned to sender, and I expect a full refund of the $191.16 charge. As of now I still havent received any response from Samsonite.
Business Response
Date: 12/07/2023
We will contact the consumer directly.
Customer Answer
Date: 12/07/2023
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.
This one sentence response attempts to create the appearance Samsonite will be contacting me, however they have not. I've made several attempts to contact them and received no response. I still have not received my refund.

Regards,
*******

Business Response
Date: 12/11/2023
The consumer's order was refunded and this has been communicated to him via email today.
Customer Answer
Date: 12/11/2023
As of 12/11 I still haven't received the actual refund.

Regards,
*******
Initial Complaint
Date:11/29/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
Bought 2 duffel bags 3 years ago and the wheels did not hold the few trips we made. Really disappointed about the quality, unless these were random defects - but on both bags...I have filed a RMA request online since under warranty to request 2 new sets of wheels but the process requires to bring the bags to a store + pay $20 for each bag. They provide no option to ship parts to my home even if the pictures I uploaded were self-explanatory. Clearly this is done to discourage from requesting small repairs. My experience with ****** was quite different: an email and they sent me a bag of spare wheels.
Business Response
Date: 11/29/2023
We will contact consumer.
Customer Answer
Date: 12/12/2023
[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 #********.
In the meantime, business contacted me and provided with a replacement.
I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

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

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Samsonite is NOT a BBB Accredited Business.