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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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Samsonite has 15 locations, listed below.

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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/04/2023

      Type:Order 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 had sent my samsonite bag for repair to its authorized repair center in July 2022. It was under warranty so I just paid $20 for shipping. The repaired and I got the bag back but the handle is not properly fixed. I contacted the repair center and they want me to send it back and again pay the shipping. I contacted samsonite customer service via email but no response.I need them to fix the bag properly this time and I will not pay the shipping again.

      Business Response

      Date: 02/06/2023

      We will contact consumer directly.

      Customer Answer

      Date: 02/13/2023

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

      Regards,

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

    • Initial Complaint

      Date:01/26/2023

      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.
      On 11/28/2019, I purchased 9 luggage of American Tourister 28 inches at ****** Store Online. It comes with 10 year warranty. I used only 3 of them for my travel. Recently, I used all 9 of them for a family International Trip. Once I loaded all bags of 45 lbs of clothes, when I lifted the luggage to check the weight, the side handles broke in 3 luggage right away. The plastic pieces came off with screws on the luggage. These are new luggage. It is defective. I tried to do warranty repair, but there is no repair center in *******************. They said I need to ship it or drop it off at Samsonite center with $20 for each baggage, which comes to a total of $60. That is not fair that I need to pay such a hefty amount for warranty repair for the poor-quality luggage they made. I contacted **************** and they couldn't help me with shipping or find a local repair center. So, I would like Samsonite to accept the 3 luggage at their local store without any cost and repair, or replace it. They don't have a repair center in entire ******************* and are not willing to help either. I am very disappointed with their quality and unwillingness to help with their defective bad quality luggage which I trusted and purchased a total of 9 of them. The luggage didn't even last one time with minimal 45lbs weight.

      Business Response

      Date: 01/27/2023

      We will contact consumer directly.

      Customer Answer

      Date: 02/07/2023

      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. 

      ***** from American Tourister contacted me about this to replace the 3 baggages. She asked my choices. I shared her the luggages for the one to be replaced.  But its been 8 days I haven't got any response from her which I asked about tracking number. I am not sure it is in progress or is she waiting for something from me. I have attached the gmail communication in this email. 

       
      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: 02/08/2023

      We will reach out to the consumer.

    • Initial Complaint

      Date:01/19/2023

      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 ordered 2 suitcases on 12/31/22, Order #SAM01967864, that were shipped out and were on a *** truck out for delivery. I have *** My Choice which allows me to track it in the truck as it makes its way here. So I watched it travel for 2 days all over a part of ************ miles from my house- and then saw it delivered to someone else's house. I reached out preemptively to both Samsonite and *** starting on Sat 1/14/23- and then to *** after the delivery to tell them they messed up. I filed a claim w/ *** but cannot get a response from Samsonite. There's no way to reach them by phone to explain the weird situation. They haven't responded to 3 emails. And of course *** will will refund the money to the shipper, not me. How can I get a refund if there's no one ******* the email account? Really horrible customer service.

      Business Response

      Date: 01/20/2023

      We will contact consumer directly.

      Customer Answer

      Date: 01/27/2023

      [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:01/04/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      While attempting to register the warranty for my suitcase, the portal did not recognize the numbers found on the suitcase. Reaching out to the support department has also not yielded any results. Can you kindly advise what the next step is to resolve this matter? The best way to reach me is via e-mail. Thank you.Sincerely,*************************

      Business Response

      Date: 01/11/2023

      We will contact consumer directly.

      Customer Answer

      Date: 01/17/2023

      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. 

      To date, the business has not reached out to me. Furthermore, I have also attempted to contact them directly, via fax, and no one has responded. Many long-established businesses are familiar with the 10-day period offered for a determination to be made by the consumer, that is part of the complaints process of the BBB. That clock is set to expire, and it is also difficult to keep track of it, as a consumer. Compiling these reasons, I can no longer offer this business the benefit of the doubt, and must now consider that they are acting in bad faith. Kindly update the record to reflect this.

      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,

      Jack

       

       

      Business Response

      Date: 01/20/2023

      We will reach out to consumer directly.

      Customer Answer

      Date: 01/25/2023

      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 reason that I am rejecting this, is because this is the second message, with the exact same reply. Additional messages were sent, via e-mail, to the Samsonite ***************** Two complaints presented to the BBB have not yielded the first direct contact from the business, as they have indicated in their reply. For this reason, I cannot consider that their efforts are in good faith. However, I am still very receptive to their communications. Should they go ahead and do so, I will be happy to update the BBB on this. 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,

      Jack

       

       

    • Initial Complaint

      Date:12/21/2022

      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 ordered two pieces of luggage from Samsonite within Order #SAM01951041. Each luggage piece was delivered in a separate box. I initiated a return but was only provided a single return label for both pieces. I need two separate return labels - one for each box. I've tried reaching out to Samsonite and they have ignored this request. I'm unable to return the luggage as nobody has a box big enough to house both pieces of luggage. I need one for each of the original boxes.

      Business Response

      Date: 01/11/2023

      We will contact consumer directly

    • Initial Complaint

      Date:12/18/2022

      Type:Order 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.
      Constant harrassement from this company that I never subscribed and never signed up for? As you can see alot of deceptive and unfair practice's have been done without my permission and my authorizations? And I was hopeing that the following requirements will be seriously taken into account? First of all I would like a serious vigorous and thorough investigation? Into the why and how and when was my personal information ever was aquired? compromised and sold to various types of companies for the sake o harrassements? I aslso would appreciate it if you have a serious and compassionate and caring worker? That does not breeze through the day and that uses lame and bogus excuses? Like they closed my case because of no response to you? Knowing full well that I sent a rebuttal long time ago? And then the second lame and bogus excuse? Are when and if the company worked and performed down the street they do not take the time to see that the company are in there state? Also I would like to see and view and steps taken to ensure that my personal information was permently deleted for good?And I would like an update of my case so that which? Companies have used this tactic to send more harrassing emails and other communication? Based on the lies and the so called bbb worker closing my case without reasons? And I would like never to hear from this company ever again?

      Customer Answer

      Date: 12/29/2022

      I have not heard from the business in response to my complaint. Excuse me all those lame anmd bogus excuses you have sent ,me are for nothing? What this ignorant company are doing are trying to wait  you out and act like that as long as they  do not respond to my complaint they are hopeinmg that you will close this case? And once you do that they will start back very ignorant childing and act very immature? This is a very ignorant company? I expected them to do what they are doing? All they are  doi9ng are to wait you out so that they can send more harrassing advertizements to me? You may not see there ignorance but i see clear as day? So please all due respect this lame and bogus excuses you sent me does not mean nothing? They are simply waiting you out so they can send a wide range of  harrassing advertizements to me really?They may got you convinced tghat thety are trying to abide by the rules please spare me there lame and bogus and  ignorant  excuses really? It is just a ,matter of time when they will start up again  with the lame and bogus excuses? Really?

      Business Response

      Date: 01/13/2023

      we are reaching out to consumer diorectly.

      Customer Answer

      Date: 01/17/2023

      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.All that I can say are that I have not heard fro them in a while? But that does noit mean that they will not send harrassing advertizements once you close this case? I will say that I will refile this case if  this company continues to send me advertizements after you have tried to contact them? So  you wikll know that! That generallyu are what companies do? They wait until you close the case and ****** back up by sending harrassing  advertizements? I have to see so I will remain this  compllaint in the rejection status really?

      FAQ

      Regards,

      *******

       

       

    • Initial Complaint

      Date:12/15/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 backpack with a lifetime warranty. The backpack is defective and I have sent several emails to high sierra warranty support. They continuously refuse to honor the terms of the warranty and have refused to replace my backpack. I would like to file a formal complaint to request a replacement backpack under my warranty

      Customer Answer

      Date: 12/25/2022

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

      Please continue to request a response from the business please

    • Initial Complaint

      Date:11/28/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 luggage on 10/31/2022.After my vacation, one handle broken up.

      Customer Answer

      Date: 12/11/2022

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

    • Initial Complaint

      Date:11/27/2022

      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.
      Hello,I placed 2 orders for luggage that have not been shipped yet. I have tried to cancel the orders via chat and email. This is a reputable 111-year-old company and the chat response from ******** is that the orders cannot be canceled once placed and needs to be shipped first, then only the *** delivery has to be refused, then they will charge return shipping costs for each order. This is highly unacceptable. The product is not shipped yet and it is beyond comprehension why the orders cannot be canceled even if it was just placed. My email cancellation request has been copied to the *** of the company as well. I haven't come across such a strange experience ever in the past 20+ years. The resolution is to cancel the orders, not ship the product, and issue a 100% refund for orders SAM01913479 and SAM01905673 i.e. ($172.72 and $138.60). I will be traveling out of the US to Europe and beyond later this week to be away on vacation till Christmas, so email is the best option for any communication. Thanks, ***************************

      Business Response

      Date: 11/27/2022

      We will contact consumer directly.

    • Initial Complaint

      Date:09/23/2022

      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 purchased a Ventnor Gold carry-on size spinner. The item was purchased brand new at ****, and for it I have the original receipt. Upon attempting to register the Warranty via the Samonsite portal, I am asked to provide a series of numbers from them or a QR code. Such was my doubt that I might have throw out the tag with the code, that I went today to **** and looked at new pieces on the sales floor. Out of an abundance of caution, I opened the suitcase there. At no time was this present, nor was the numerical sequence asked for on the site. For easier reference, a screenshot of this has been attached. Kindly advise how to register the warranty. Thank you for your assistance in this matter.Sincerely,*************************

      Business Response

      Date: 09/29/2022

      We will contact consumer.

    Samsonite is NOT a BBB Accredited Business.

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