Complaints

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

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• 

  Samsonite

  575 West St Ste 110 Mansfield, MA 02048-1160

• 

  Samsonite Company Store

  120 Laconia Road #123 Tilton, NH 03276

• 

  Samsonite

  PO Box 90124 Allentown, PA 18109

• 

  Samsonite Co Store

  5555 St. Louis Mills Blvd #155 Hazelwood, MO 63042

• 

  Samsonite

  1025 Industrial Park Dr Ste 820 Smithfield, NC 27577

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:11/28/2023

  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.

  I contacted samsonite saying I never received my order, they offered to send out another one after investigating. I told them I would not be home as I was leaving out of the country in a few days. They replied saying they would send it out right away, and I reminded them again that I would be leaving shortly. When it became clear I would not be able to receive the package before I went out the country, I asked them to cancel the order and I was told they would send an interception request and I never heard from them again. 3 weeks later, I let them know I never received a refund and was told the package was delivered and I would have to return it in order to receive a refund. I am still out of the country and am unable to return it, I reminded them multiple times starting from 11/2 that I would not be there and would prefer a refund to prevent anything like this from happening. I was never notified that the interception request failed and now the package has been outside my home for weeks (if it's even there still).

  Business Response

  Date: 11/29/2023

  We will contact the consumer directly.

  Customer Answer

  Date: 11/29/2023

  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. 

  [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.]
  

  They did not reach out to me and I have not received any communication.
  

  
  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,

  Bei

   

   

  Business Response

  Date: 12/01/2023

  We have processed the credit and notified consumer via email today.

• Initial Complaint

  Date:11/10/2023

  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.

  I purchased an American Tourister Cargo *** 28" Hardside Large Checked Spinner Luggage Single Piece from ******* in March 2023. During a travel in May 2023 one of the wheels badly damaged due to poor quality. I tried to call their customer service number to get a replacement wheel or repair but they never answered the phone. I sent an email to the email address listed on their website but they never replied.

  Business Response

  Date: 11/13/2023

  We will contact consumer directly

• Initial Complaint

  Date:11/09/2023

  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.

  On September 28, Thursday, at Store 203, located in *************** in ********, **********:-We tried to purchase an item using our Union Pay card, and even though the machine showed as "approved", the store machine could not process the transaction and provide the receipt.-We tried twice, and the machine did not respond, while the card reader still showed "approved".-We checked the bank activity for the Union Pay card, and the two transactions were indeed posted, without a refund.-We used a different card (American Express) to purchase the item, which it approved and the machine was able to process and receive the receipt.-*****, the employee at the site, tried to help us, while an older employee (*****) persuaded us to move on, reassuring us that the transactions would be refunded.-After exchanging dozens of emails with the store manager *****, he finally acknowledged that the refunds would be issued on October 16, and gave us a timeframe of 14 business days -As of today (November 9), both transactions have not been refunded.

  Business Response

  Date: 11/13/2023

  We will contact the consumer directly.

• Initial Complaint

  Date:10/29/2023

  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.

  I bought The American Tourister hardshell because it carried a 10 yr warranty and owned by Samsonite. The website indicated it was rigorously tested and I needed luggage that is durable since I travel a lot. To my utter surprise, it cracked at the stand, on my 2nd trip. Upon further investigation, the stand did not have any reinforcement so any normal impact would have cause it to break. This was poorly design and any testing would have uncovered this. I tried reaching out to the vendor and they reported they do not cover any impact to the luggage. This is a hardshell and advertise to be highly durable for travels. I have luggage that are 11 years old that last longer than this.

  Business Response

  Date: 11/01/2023

  We will contact consumer directly.

• Initial Complaint

  Date:10/02/2023

  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.

  I purchased a "FREEFORM LARGE SPINNER" directly from the Samsonite website on March 29, 2023 - order number SAM02025469.During the first use of the suitcase on September 02, 2023, the retractable handle did not retract while checking my luggage at the airport. As the handle did not retract, it had to be checked as-is with no guarantee of the deployed handle surviving the trip on the aircraft. Fortunately, the handle was not damaged in flight.Upon reaching our final destination, I had to open the interior lining to manually retract the handle from inside of the suitcase. As the handle could not be put back into service due to the mechanical failure, this became an inconvenience throughout the week long trip. Oddly enough, the source of this complaint is not the failure of the product, but the failure of Samsonite to support their consumers when help has been requested regarding a failed product and to discuss options prior to any action taken by the consumer.Samsonite may reply that I should have called, however I historically issue email correspondence to ensure accurate records of product issues.I would appreciate the courtesy of a reply from Samsonite to discuss my options regarding this first time use product failure.

  Business Response

  Date: 10/03/2023

  We will reach out to the consumer.

• Initial Complaint

  Date:09/07/2023

  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.

  Have a new Samsonite Verana XLT price = $279.95, plus tax.Never used and handle is falling apart. Samsonite tells me to go to local store. Drove to local store Aurora Outlet Mall and they have a sign says be back in 30 minutes. I called Samsonite and they said they would give a a free return label, since store was not open. I asked for a call back by a manager and never received one.At 4pm on the their phone system hung me up since they close at this time.I have photos to show the handle with new tags still on the bag.

  Business Response

  Date: 09/08/2023

  We will contact the consumer directly

  Customer Answer

  Date: 09/08/2023

  [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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/24/2023

  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.

  I purchased a High Sierra 28 drop bottom wheeled duffel from Target July 1,2022. This bag is one of my favorites for traveling unfortunately the seam in the upper area has ripped. I submitted a claim to have it repaired by the five year warranty. They are wanting me to drive almost 2 hours away from my house to drop it off at a store for repair. I purchased the bag for $79 dollars. Driving to a different city there and back is probably more than the bag is worth. I think if a company states theres a limited life time warranty and a 5 year warranty there should be a better option for someone who purchase their product and there a defect .

  Business Response

  Date: 07/25/2023

  We will contact consumer directly.

• Initial Complaint

  Date:07/24/2023

  Type:Sales and Advertising 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 had give 2 suitcases for warranty repair at the ********************** Samsonite outlet in *****, *****. One was an American Tourister suitcase and another one is a samsonite suitcase, both purchased in *************. It was assessed that the suitcase have to be replaced and I was asked to pick another suitcase. But the value given for the suitcases was very less. The value was assessed by ********************************* and he sent me email with the value assessed keeping Mr. ************** in CC. My concern: 1. The suitcase of American Tourister was given a value of Rs. **** only. I even tried to see if I could get something in that range but I couldn't find anything comparing to the one I had. The one I liked was Fornax which was comparable to the one I had before. Moreover, the suitcase which I had had a warranty of 10 years, the new suitcases now have warranty of just 3 years. I don't mind going down on warranty, but at least I should be able to get the suitcase that I like and is comparable. Even if I buy the same suitcase which I had given for repair now, it is way more expensive than when I had bought it. Please either help me with replacement with the Fornax model luggage OR I am even fine with getting the same model of suitcase I had before. Here's the link to the Fornax suitcase: ****************************************************** This is available at ******** Sales store as well. 2. The Samsonite Suitcase was purchased at $174.19. Even if take current dollar rate it is equivalent to Rs. ******. And I would like to purchase something of same value. Please help me get approval for purchasing the American Tourister Fornax luggage and Samsonite luggage worth Rs. ****** from store as this is only fair. If not, I am happy to take the same suitcase models that I gave as replacments as well. Thanks.I sent email again but the customer service in ***** are admant on the value. The value is not correct that they have determined. I want an equal/comparable replacement value.

  Business Response

  Date: 07/24/2023

  We will contact consumer directly

• Initial Complaint

  Date:07/09/2023

  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.

  I have a samsonite luggage piece and one of the double zippers is broke. There is no samsonite location near me and the bag is less than 10 years old. I was told at a store on vacation that the zipper could be fixed as long as the bag is less than 10 years old

  Business Response

  Date: 07/25/2023

  We will contact consumer directly.

• Initial Complaint

  Date:07/07/2023

  Type:Delivery 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 on 7/5/23 for a luggage set. As of 7/7/23, tracking information shows the items had not been shipped yet and only a label was created. I contacted Samsonite to cancel the order and was denied. Why can't I cancel an order that has not yet shipped? This shows predatory business practices from Samsonite. I need to cancel the order and be refunded the purchase amount for order #SAM03048549.

  Business Response

  Date: 07/10/2023

  We will contact the consumer directly.

  Customer Answer

  Date: 07/13/2023

  [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 #20288117. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************