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:09/19/2022

  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 piece of luggage three weeks ago, it finally arrived with several scratches and dirty wheels. I immediately contacted their customer service department and spoke to ******** who requested that I send pictures via email and that she would request a full refund and would advise to have me keep the luggage. I sent the email and no response. I followed up on Monday and spoke with a rude employee ****** who told me he wasn't going to do anything and I just needed to send it back. I waited days for a response after receiving a damaged product, was lied to by a representative, and then told to basically deal with it. I leave for my trip in 4 days and I aim furious at the level of disrespect and customer service. You sent me a damaged item, I waited on hold for over an hour to be told you would do nothing. If there is no resolution to my satisfaction, I am filing a lawsuit.

  Business Response

  Date: 09/29/2022

  We will contact consumer.

• Initial Complaint

  Date:09/13/2022

  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 ********** Leather Everyday Backpack from www.samsonite.com. There isn't anything wrong but the problem is my laptop WON'T FIT so the backpack is useless for my upcoming trip. There is NO phone number to contact them. I've tried MULTIPLE times to contact them as instructed via email but they won't response. I've tried to look-up my order number through their website that I ordered from, and the return message is they can't find my order. I would like reimbursed for $133.74 plus any shipping and handling fees to return this business laptop backpack.

  Customer Answer

  Date: 09/24/2022

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

  Business Response

  Date: 09/29/2022

  We will contact consumer directly.

  Customer Answer

  Date: 10/05/2022

  [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:09/05/2022

  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 bought a brand new Samsonite 20-inch suitcase last year. It is less than one year old, but the pulling handle doesnt work now. This suitcase has 10-year manufacturer warranty.I request Samsonite to contact me immediately and send me a new replacement suitcase for this defective one.

  Business Response

  Date: 09/09/2022

  We will contact consumer directly.

  Customer Answer

  Date: 09/09/2022

  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.]

  Samsonite has NEVER contacted me yet. I request Samsonite to contact me immediately.
  
  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,

  Yanling

   

   

• Initial Complaint

  Date:08/19/2022

  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 July 22 I purchased Ripstop 35" Rolling Duffel Color: Blue Size: 35" order number SAM01786119 and I never received it. I paid $203.51. I contacted **** tracking number 1Z787F230318477457, but they stated due to their contract they cannot discuss anything with me, I need to contact Samsonite. I emailed Samso ite on August 8, August 10, and August 14 and they have failed to respond in any way. I attempted to call but ***** answered, was just waiting in queue for over an hour each time on August 14, and August 17.

  Business Response

  Date: 08/22/2022

  We will contact consumer directly.

• Initial Complaint

  Date:08/02/2022

  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.

  Hello, I am writing this message to ask the company for alternate means of assessment or shipping options for my damaged Samsonite suitcase. I have written a previous email in late Junes regarding a request for a repair or full replacement of a large Blue Samsonite Suitcase with a 10-year warranty that was part of a set (order number SAM00726446) ordered on November 24, 2018, as the pull handle broke. I have not used the suitcase for any form of air travel and have only used it a handful of times for moving luggage between dorms.Specifically, the suitcase is of a 25-inch length as part of a 2-piece set with the following information:MATERIAL GROUP: 2PC SET(SP21/25)MATERIAL NUMBER: ***** SKU*****-2PC SET(SP21/25)COLOR: ROYAL BLUE My previous email correspondence with Samsonite employee ******** in late June informed me of the procedure of bringing the luggage to a company store or directly to repair center for a warranty assessment to be made and the suitcase either fixed or replaced. However, currently there are difficulties in shipping the luggage to the nearest repair center as I do not have a source of income or a means to bring the suitcase to a company store which is located hours from where I live. In addition, with the **** retail postage price of shipping the luggage would be ~$60 there is a risk of the suitcase being further damaged in transit to the repair center.Are there alternate ways for a warranty assessment to be made such as via video call or for the company to cover the costs of shipping the suitcase to the repair center or for a replacement to be sent?- *****************************

  Business Response

  Date: 08/04/2022

  We will contact consumer directly.

• Initial Complaint

  Date:07/28/2022

  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.

  I purchased a luggage set from American Tourister (a Samsonite brand) on June 28, 2022 via the American Tourister website. My order number is AT00549326. The next day, I realized that Samsonite had an online sale event that made the same product cheaper. I called the customer service center to cancel the order I placed the day before and I was told that although I could not cancel that order, I could either (1) refuse delivery of the order I placed and place a new order, or (2) get a partial refund on the price difference. As I thought the partial discount would be more convenient, I opted in for the partial refund, and was promised that I would be getting a partial refund in the amount of $12. I even have an email from the Samsonite customer service center that verifies this promise (attached). I waited for a week, but as the refund was not being posted to my credit card, I called the customer service center. They told me they would look into this and get back to me, but they never did. I tried calling 2~3 more times over the course of 2~3 weeks and they still would not tell me what was going on. Then, last week, I finally called again and they told me that they will not be processing my refund as the refund was a mistake they do not do partial refunds for sales. Now, more than a month has passed so I can no longer refuse delivery, return the luggage set, or even reorder the set as it is out of stock. I explained all of this to the customer service center, and they told me that they would discuss this and get back to me soon, but they are, once again, not contacting me at all. I relied on the the agent's representations to my detriment and strongly believe that this is borderline (or outright) fraud.

  Business Response

  Date: 07/29/2022

  We will contact consumer.

  Customer Answer

  Date: 07/29/2022

  [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:07/27/2022

  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 multiple products from eBags, part of Samsonite, on 6/3/2022. My order consisted of (10) items and I received only (1). I followed their process by filling out their help form on their website to receive an update on the remaining (9) items. I received an automatic confirmation that states I should hear back within 48 hours. After waiting 3 days I sent another email following up--still no response. It is now 7/27/2022 and nobody has responded to my now, third, inquiry. They do not have a phone number on their website for me to call directly.

  Business Response

  Date: 07/27/2022

  We will contact consumer directly.

  Customer Answer

  Date: 08/01/2022

  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, or EBags, have yet to respond to me after I submitted the receipt and showcased that I have not received the product. I requested that the balance get overnighted to me and nobody has responded. This is incredibly frustrating over a $100 order. 

  
  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: 08/04/2022

  We are following up with consumer.

• Initial Complaint

  Date:07/21/2022

  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 ordered luggage from Samsonite. Even though I had entered the correct delivery address on their ecommerce site, when I went to pay using ApplePay, it pulled an incorrect/old address 800 miles away from my home. I immediately began trying to cancel or revise the shipping address.I have sent multiple emails to customer service and the executive management at Samsonite. They said that it was "impossible" to revise the delivery address once the order was placed. They have limited customer service hours so I could not reach their CS until the following morning. They then advised me both verbally and in writing that it would be "no problem" to redirect the order using the *** MyChoice app. That is false.*** said that the sender, Samsonite, "locked" the order to save money and prevented the recipient (me) from being able to do EXACTLY WHAT SAMSONITE WAS DIRECTING ME TO DO.I am out $350 and I need the luggage I ordered for an upcoming trip. They are refusing to refund my money or ship a replacement at this time.

  Business Response

  Date: 07/23/2022

  We have worked with consumer to resolve this issue.

  Customer Answer

  Date: 07/23/2022

  [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,
  
  ****************************************