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:06/25/2023

  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.

  My wife and I purchased an American tourister suitcase for our travels exactly 1 year ago. We chose American tourister/Samsonite because we wanted something that will last. We paid about $140 for the suitcase and what made us happy about it was the 10 year manufacturers warranty.Well, the first time we flew with it, the top handle fell off. There was no damage to the suitcase, just the regular scuffs of air-travel, but the handle was gone. We reached out to Samsonite and they told us we had to ship it to them to evaluate if they can fix it and if its under the warranty. Basically, after dishing out 140$, we now had to pay more for a clear manufacturing defect of the company. So much for a solid brand and warranty.We decided to keep it and use it with the side handle. Well, we used it a second time just now and when I was taking the suitcase back home, lo and behold, the side handle is gone. To make sure I didnt do anything wrong, I checked on Targets reviews and saw people complaining about the same issue as me.This is highway robbery, false advertising, and unfair at the highest levels. Im extremely angry with this expensive-useless piece of garbage that shouldnt be allowed to be sold on the market.I want a refund in full or a better suitcase that will last!

  Business Response

  Date: 06/28/2023

  We will contact the consumer directly.

  Customer Answer

  Date: 07/06/2023

  [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 been notified by them that they will send me replacements. The response does satisfy my issues and/or concerns in reference to complaint #********, and I await the replacements to arrive. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/23/2023

  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 purchased a Washer on **** online website Last Monday June 19th. The main reason to purchase with **** was the delivery date offered on Wednesday June 21st (as shown in attached screenshot). I saw other vendors with similar price but delivery dates in next week. I called on Thursday since I didn't receive any notification of delivery after the purchase date and now **** says that the washer is going to be delivered probably on June 27th. This is a very practice of business, offering services and dates wrong, lying to the customer to get the purchase and then accommodate dates to their convenience. I'd pick other vendor offering dates as Saturday to Monday June 26th. Today I am checking but now dates are later to the 27th, so there is no better option for me than wait. I request to push to get order sooner or compensate due false information offered during purchase.

  Business Response

  Date: 06/28/2023

  This complaint is about a ******* Washer. We are a luggage manufacturer, Samsonite. There is no action to be taken on our part. Consumer should contact the correct manufacturer. Thank you

  Customer Answer

  Date: 06/28/2023

  This complain is about ***'s Club, not Samsonite.  I recall I selected ***'s club, maybe the system later changed.  Can that be updated?
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/20/2023

  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 have a defective high sierra backpack. Ive been a loyal high sierra customer for over 12 years. In the past your backpacks were of the most highest and superior quality. But lately the last few years Ive been continuing to purchase high sierra backpacks, And they fall apart at the seams after a few months. Terrible,poor workmanship. Terrible quality materials. Really disappointing.

  Customer Answer

  Date: 07/01/2023

  [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:06/18/2023

  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.

  My wife purchased luggage for me at Samsonite online. I have tried to contact the company, but have had no luck getting anyone to answer email or calls. After over a week of waiting, I am filing this complaint for resolution. Issue: The first time I used the luggage last week (8 June 2023), one of the internal fastening snaps tore from the elastic tab making the snap useless. Technically, the luggage can still be used, but this tear indicates poor construction and I have no faith in the product's construction. Resolution requested: We want a full refund and to return the product at no charge to us. Date Purchased: November 28, 2022 Amount Paid: $170.65 (including tax)Order number of the shipped product: SAM01922860

  Business Response

  Date: 06/21/2023

  We will contact consumer directly

• Initial Complaint

  Date:06/07/2023

  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.

  Purchased may 11 2023 in *********, ******. Was advised at time of purchase if I am not satisfied I can return to any location for a full refund. Went online to find closest location to me and noticed return policy states i need to return to same location in order to get a refund. I contacted samsonite online and was adivsed I'd only get a store credit. The luggage keeps locking and is hard to open. Never been used and I just want to return to refund back to original form of payment. I'm not asking for anything extra. Just to return an unused item.

  Business Response

  Date: 06/07/2023

  We will contact consumer directly.

  Customer Answer

  Date: 06/07/2023

  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. 

  [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
  
  Regards,

  ********

   

   

  Business Response

  Date: 07/13/2023

  Consumer was contacted in June and refund was arranged. We will raech back out top confirm if anything else is needed.

• Initial Complaint

  Date:06/02/2023

  Type:Product 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.

  Below please find the email trail with Lipault *** customer **ps ** the purchase of a Lipault spinner and the **ceipt of the same luggage that is moldy. I **turned the item to *** Sto** on Thursday and on Friday the box was **turned to me and sitting on my front porch. While I attempted to speak with two **ps at ***, they we** unable to solve the problem. Lipault *** <*************************>To: ********************** Fri, Jun 2 at 1:55 PM. Hello ******, That's very odd. Our **cords indicate that the package is on the way back to us according to the **turn tracking #1Z0W9W859035397758. I would be mo** than happy to initiate a pick-up if that was possible. Unfortunately, we do not have that capability. As a consumer myself, this is something that *** may be able to do for you di**ctly by **aching out to them since you a** sending the package to **.Don't hesitate to contact ** if you have additional questions.Regards,*** On Friday, June 2, 2023, 12:44 PM "A B" <**********************> wrote:Thank you *** but I'm going to need your help again.I delive**d the box to *** yesterday and just **turned home to find it on my doorstep!!The shipping label is still on it too. Would you please schedule *** to pick this up, I don't have the time to drive to another *** sto** again.thanks ****** On Friday, June 2, 2023 at 09:57:51 AM EDT, Lipault *** <*************************> wrote:My pleasu**! I'm terribly sorry that has happened!I hope you enjoy your day!Regards,*** On Thursday, June 1, 2023, 2:59 PM "A B" <**********************> wrote:Thank you ***, it's on the way!****** On Thursday, June 1, 2023 at 02:55:25 PM EDT, Lipault *** <*************************> wrote:Hello ******,I certainly understand your frustration. I have attached a p**-paid **turn shipping label that you can you to **turn your luggage. We will process your **fund when we **ceive the item.Don't hesitate to contact ** if you have additional questions.Regards,***

  Business Response

  Date: 06/07/2023

  Consumer already contacted and assisted with resolution today.

  Customer Answer

  Date: 06/07/2023

  [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:
  
  Thank you for the refund. 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:03/28/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 the company's eBags MotherLode Travel Backpack. Order #********. The bag purchased is covered under Samsonite/Ebag's Limited Lifetime Warranty:**************************************** A zipper on the bag has failed. I submitted a warranty claim to Samsonite/eBags, and after months of trying to get a response, they declined my claim without explanation, other than "our eBags warranty specialists have determined your product does not fall within our warranty guidelines".Per the eBags website, the exceptions to the warranty are:1. Cosmetic. This is not cosmetic damage as it impacts the function of the bag.2. Excessive wear and tear. This damage did not result from excessive wear and tear. The bag has been used an amount that is both reasonable and expected -- i.e. a few times a year.I expect prompt resolution of this issue from Samsonite/eBags and expect them to honor their warranty.

  Business Response

  Date: 03/28/2023

  We will contact consumer directly.

  Customer Answer

  Date: 03/28/2023

  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. 

  EBags/Samsonite customer service has been extremely poor up to this point -- non-responsive, slow, and dismissive. This process has been going on for months. I do not trust eBags/Samsonite to handle this swiftly and fairly outside of the BBB's mediation. I expect a response from eBags/Samsonite within the BBB system.
  
  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,

  *****

   

   

• Initial Complaint

  Date:03/19/2023

  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 bought a brand new Samsonite 21 inches suitcase last year. It comes with 10-year *************** provided by Samsonite. However, the pole of this suitcase cannot be pulled out any more. Since it is well in the 10-year warranty period, I request Samsonite to send me a new replacement suitcase (21 inches) ASAP.

  Business Response

  Date: 03/20/2023

  We will contact the consumer directly.

  Customer Answer

  Date: 03/20/2023

  [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:03/14/2023

  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 had an order with Samsonite on 03/07/23 for a extra large luggage. Order number is SAM02010669. I received the order on Saturday, 03/11/23 but only to find out the product received is a small carry-on luggage. I reached out to Samsonite customer service Monday 03/13/23. That morning, the customer service claimed to have a replacement shipment to me ASAP. However, later that afternoon, I received an email from customer service claiming that the product was out of stock and automatically processed the refund to me. I was urgently waiting on utilizing the luggage this week, so obviously refund is not what I seek. I asked if they could exchange it with same product in different color or at least offer me the similar discount code as I placed my order a week ago. They refused to do either of those, which leaves me no choice but to file a complaint.

  Business Response

  Date: 03/14/2023

  We will reach out directly.

  Customer Answer

  Date: 03/27/2023

  [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:03/02/2023

  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.

  On January 23, 2023 I ordered the NuRoad **** Backpack / Sku: 140500T522, Size: 17", Color: Black/Gunmetal from ***************************************. In the product description it indicated this includes a removable pouch, ideal to store tech accessories. This removable pouch did NOT arrive with my order. I initially reach out to Samsonite (via ************************************* on February 2, 2023 regarding this missing item. After three emails (Feb 2, Feb 7, Feb 9 / with absolutely no response from customer service), a phone call (Feb 10 / with ********), and a chat session (Feb 21 / with ****) the issue is still NOT resolved. On February 21 during the **** (a copy of the chat session is attached), I was assured the missing item was being sent. I was given a *** tracking number. Four days later the *** tracking showed a delay. Today (March 2) it indicates the package is Returning to Sender at ************, *******. For the past two days I have tried to access Samsonite customer service. The chat is not available. The recorded phone message says Our agents are currently attending a training session. We will be back online as soon as possible. I have sent another email but have little hope of getting any response.

  Business Response

  Date: 03/02/2023

  We will reach out to consumer directly.

  Customer Answer

  Date: 03/09/2023

  Better Business Bureau:
  
  I cannot begin to Thank You enough for your assistance in resolving this consumer complaint. Without your help, I believe the Samsonite customer service would never have addressed this issue. You provide an invaluable service and are much appreciated.
  

  Best Regards,
  *****************************