Complaints

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:04/01/2025

  Type:Order 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 emailed the company for a warranty claim, and they said they will ship me a new product, of a a different color as the same color is out of stock. At that time, I was travelling and was not available the receive the new ************ that I am back, the company is not giving my product and is not replying to any messages or emails at all. I now have a broken bag that I spent $541.25, and no replacement, and no reply. The business was given all images, proofs and bills required for this, when they offered me to send my replacement (attaching a screenshot of a part of the conversation here).

  Business Response

  Date: 04/03/2025

  We are unable to find any correspondence with the customer with our office here in the ** since advising of the replacement in 01/2023.Please provide the email address of the agent that advised of any new replacements being shipped. We will need to verify if this is an international agent. 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23138467
  
  I am rejecting this response because: you have very cleverly and conveniently referred to my claim for a different broken Delsey luggage in 2023. 
  

  The email, and screenshot attached, are from December 2024. And, it has the same email. And the screenshot attached should help you find the thread. Also attaching another screenshot of the 4 emails I have sent and have been ignored on your end, perhaps this may help (to be sure this is from 2025, NOT 2023).
  

  With this I would also like to stress that I have bought 2 Delsey luggages, and they both have broken within this time frame. That explains the poor quality, and this complaint and your due diligence explains the even poorer customer service. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/10/2025

  To communicate with our US customer service department, all emails must be sent to **************************************** or ******************************************* It is unclear as to whom the customer has been in communication with, as our US customer service mailbox has no record of any recent emails being received as mentioned by the customer. This may be why the customer has not received any responses.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23138467
  
  I am rejecting this response because: of the attached screenshots.

   

  I am attaching here two screenshots to help you with the email address I was communicating with, the one that has been addressing the needs and mentioned they would ship the bag, and the same one that suddenly stopped responding, ignoring all my emails. 
  

  FYI: also attaching two more screenshots from the last time my bag broke (the same conversation you referred to in your first response). This should be a good enough proof that it was the same email I was taking to at that time as well. This has dates, my email address, and your email address. 

  I am hoping in the next message you will actually resolve the issue, and will not be wasting a customers time to prove that their complaint is indeed genuine (especially that they have come this far to get a fair settlement). So much for buying expensive bags so that you can good customer service.

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/13/2025

  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 reached out to customer service with following message and they have not been helpful - ************************************** I purchased Delsey Paris Suitcase from ****** 6 months ago, but used it just once. They zipper is broken and is unusable. I can send you proof of purchase. Could I please get this fixed or replaced?

  Business Response

  Date: 02/14/2025

  The customer would need to review the warranty policy here: **************************************************. The damaged bag would need to be delivered to one of our authorized repair centers. 

  Customer Answer

  Date: 02/28/2025

  ISSUE NOT RESOLVED.

  Totally useless response from the Delsey.  I contacted the local office and couldn't get help from them.  

   

• Initial Complaint

  Date:02/10/2025

  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 the helium aero 2 piece set less than a year ago. I used it couple of times during my international travel. Now the one of rear wheel is getting jammed and it is making exponentially hard to push luggage. Also the handle is not going inside at all. It stays expanded I tried to contact customer support and left without any help. They are ping ponging me to different process and website link. I want either refund of replacement. I am happy to return this back but I should not be paying shipping for something that warranty should cover

  Business Response

  Date: 02/11/2025

  All of our products come with a warranty that covers manufacturing defects. The full details of our warranty policy can be found on our website for your reference. **************************************************

  
  If your luggage has sustained damage, we kindly ask that you deliver it to one of our Authorized Repair Centers for assessment. They will evaluate the damage and determine if it qualifies for warranty repairs. If the bag is deemed unrepairable and the damage is determined to be due to a manufacturing defect, the ************** will contact us to arrange for a replacement.

  
  We do not issue credits or refunds for purchases made through third-party retailers, nor do we provide refunds for product that has sustained damage while in use.

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22909710
  
  I am rejecting this response because: they did not solve
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/19/2024

  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 a Eclipse suitcase for $230 ( it comes with a 7 year warranty) I bought it in May of 2022. I spoke with the store I bought it from luxury luggage in ********. They said it was broken and I had to resolve with Delsey. After a exchanges of emails including picture of the broken corners and the taping they required for me to get back home with the luggage the receipt and proof of suitcase I stopped hearing from them I would like it either replaced, or my money back

  Business Response

  Date: 01/03/2025

  Delsey CS agent has followed up on 12/27 and provided resolution. 

• Initial Complaint

  Date:12/09/2024

  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 paid $184 for my Delsey Optima 28 luggage. In July, 2024 the two back wheels were damaged. I contacted Delsey August 20, 2024 via the website requesting 2 wheel replacement parts to complete a repair. I got a quick response the next day from ******************************************* offering to check the parts availability and then send them out at no charge. I did what was requested - provided the model number and my full mailing address. On August 28, 2024 I received an email from Delsey informing me that the wheels were currently on back order and they would ship once restocked. The next day I responded back saying I was OK with that. I gave them an alternate address of a friend for the period (October 4-21) since I was going to be away on vacation overseas and wanted a reliable recipient during that time if the shipment came. The next day (August, 30, 2024) Delsey responded to acknowledge the email and said the wheels would be shipped to the address provided.I waited for the wheels to be sent. Nothing came. No tracking number and shipping company identifier. Also, no notice of undeliverable package or return to sender notice at both my friends and my address. I emailed Delsey November 10, 2024 asking them if there was a problem. I attached all our previous conversations and asked them to review them. Again I gave them my contact information including mailing address. Delsey never responded. I find their refusal to respond is a red flag on how they provide customer service. Three + months have gone by and the issue remains unresolved. It is important to deal solely with businesses with an exemplary record in the area of customer service.

  Business Response

  Date: 12/19/2024

  Contacted customer 12/19/24 advising of warranty resolution

  Customer Answer

  Date: 01/01/2025

  Hello:

  I have an update (more information) concerning this case.  I received an email from ******* (US **************** Manager ********************* on December 19, 2024 apologizing for inconvenience and delay.  I am happy and grateful that the company Delsey sent me a shipment by *** containing a replacement piece of luggage.  I honour their generosity.  I received this shipment on December 26, 2024.  I wish to rescind my original complaint and do not want it posted.  I confirm this issue is resolved and I no longer want to pursue this matter because I am satisfied.

  Thank-you,

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

  ******, ******* ******

• Initial Complaint

  Date:12/09/2024

  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 a package and it never arrived the company asked if I wanted a refund or a replacement and has since ignored all further communication.

  Business Response

  Date: 01/03/2025

  ****** was issued to the customer

• Initial Complaint

  Date:11/14/2024

  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.

  Filed warranty claim August 20, 2024 and received email confirmation. September ******, received email that my claim would be forwarded to the correct department. November 12, 2024- still no response. Case cracked with normal use and handle sticks.

  Business Response

  Date: 11/21/2024

  Reply sent to customer asking for product details to further assist.

• Initial Complaint

  Date:11/01/2024

  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 piece of luggage in August 26, 2024 for my trip to *****. When I came home my luggage took a beating from the airlines and noticed that my front zip was broken and then noticed one of the wheels were missing. I followed the instructions online to file a warranty request. At first I was receiving responses. Then in September no response to my emails. The warranty service centers are not located where I live and really want to get this luggage fixed under warranty. I tried the telephone number listed on the BBB website. The number tells you to go to the website and send an email. This is not working and need a better solution.

  Business Response

  Date: 11/01/2024

  The customer was provided with a link to review the full details of our warranty procedure and processes; **************************************************. It is referenced that defects caused by handling by third-parties (such as airlines, hotels, etc.) are not covered. The customer can still receive repair assistance by delivering the bag to one of our authorized repair centers. If the bag cannot be brought in, the customer does have the option to ship the bag to the service center but would be responsible for the shipping cost. 

  Customer Answer

  Date: 11/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:08/26/2024

  Type:Order 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.

  Luggage has ten year warranty, manufacturer *** lock doors not work, meaning it is stuck on 000 and will not unlock. Emailed company, no phone number available, representative offered to send me a replacement lock as if I was a luggage repair company. When I mentioned that's not what warranty states, are told me to find a location and take it there for repair. She didn't tell me that were none in my state and therefore, I'd need to send my luggage to a company out of state without any instructions or notes that Delsey is covering repairs and hope to get my luggage back. This company sells a product and has poor service upholding its warranty which seems good until you need to use it. Horrible email service also.

  Business Response

  Date: 08/29/2024

  A request was sent to customer requesting to please provide shipping address for parts to be sent. 

• Initial Complaint

  Date:08/12/2024

  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 ordered 3 luggages from Delsey on July 25th 2024 (Order DLSUS53506). Upon receiving the products, I found that one of the carry on luggage is not at all what is shown on the website. I started a return immediately and was told that I would have to pay return shipping along with insurance. I checked with my local shipping partners that the cost to ship a carry on luggage with insurance is anywhere between $150-200 from my zip code in ********** to their address in ********. The original cost of this luggage is close to $250 and it makes no sense for a free return warranty on their website. I am still keeping the 2 other luggages as they are as marketed on their website.I have been asking them if they can send me a prepaid label which they do offer if there are defects but they said they can't do it due to their return policy. I also asked them if I could drop the luggage in any store within driving distance, and they havent responses yet. I think the free return policy makes no sense when we have to pay shipping for these heavy/bulky items back to their only address.

  Business Response

  Date: 08/27/2024

  The customer first reached out to ******************** customer service on 07/26 advising that one of the three pieces ordered was marked down on sale that day and wanted the price on his order adjusted. It is referenced on our website that once an order has been processed, we are unable to cancel or make any modifications. A Delsey CSR replied as such advising that modifications could not be made to the order. The customer initiated a return of the one item that the additional discount could not be applied to. The return reason did not mention any damages to the case but that the customer was not satisfied with how the bag was designed and structured. The customer then sent a new email on 08/01 stating "I am trying to ship back a luggage and its costing me more than half the price of the luggage I paid for. Is there anything customer service can do? ". A ******************** CSR then replied to the customer advising of our return policy that is referenced on our website stating that return labels are not provided. The only exception is if the bag was delivered damaged or defective. The customer did not make claims to any physical damages or defects; nor did they provide images as mentioned in the return policy.