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:06/27/2024

  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 April 29, 2024 I purchased several items from DELSEY Order DLSUS46191. Order arrived and we opened it on May 2, 2024. One of the items was a luggage set and the largest bag in the set was huge. I submitted a return request on May 2, 2024 and received an approval of my return request by email on May 2, 2024. The email included a return number ***: ADPOG9PX and instructions for returning the package.We boxed the luggage up in the original packaging, included the print out inside the box, and wrote the *** number on two sides of the box. We shipped the box through *** on May 10, 2024 (tracking number 1ZW299E00301916488). *** tracking shows package was received on May 14 at 11:29 a.m. at the dock to ******* On June 7th I emailed that I had not received my refund or any communication and I was checking on package which was delivered on May 14th. In response I received an email on June 11, 2024 asking for tracking info (which I had previously added to the DELSEY online return link for my return). On June 15, 2024 I replied to email (after verifying again that the tracking info was already in DELSEY return system) and provided tracking info and again delivery date. I followed up on June 19th and then again on June 25, 2024 requesting status of my refund. I have had no response. My return package has been with DELSEY since May 14th. I tried calling both their 800 number and their direct number and neither phone number answers - it just disconnects the line after it rings many times. I now have neither the luggage nor my refund. I am owed $644.99. And I spent money ($83.20) to send with *** so it would be traceable and secure. Please help. Thank you. ******* **********

  Customer Answer

  Date: 07/01/2024

  I received an email from DELSEY today that I will be receiving a refund. See below.  Once I received the refund I will log in and update the file. Thank you for reaching out to the company!  Im sure it helped expedite my case to the top of someones pile of work  

   

  Thank you for contacting DELSEY customer service.
  
  
  We would like to inform you that your refund has been issued to your original payment method.
  
  
  Please allow 5-7 business days for the funds to reflect in your account. Most refunds are completely processed by the bank within 2-5 business days. If 10 days have passed and the credit is still not reflected, please feel free to contact us immediately so we can provide you with a better solution.
  
  
  Please let us know if you have further questions or concerns.
  
  
  
  
  Regards,
  
  
  
  
  
  *******
  
  
  ************************
  
  
  
  
  
  
  
  On Tue, Jun 25, 2024, at 03:47 PM, Mindspring <***********************************> wrote:
  Please advise regarding my return which was received by DELSEY on May 14th but I have yet to receive my refund. 
  
  
  Thank you
  
  
  ******* Montgomery 
  
  

   

  Business Response

  Date: 07/02/2024

  Refund has been issued on 06/28/24 for the order referenced. 

  Customer Answer

  Date: 07/03/2024

  I have received an additional email from Delsey yesterday confirming my refund has been issued. 
  thank you!

• Initial Complaint

  Date:06/06/2024

  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 have ordered a Large Titanium Luggage on May 31st, 2024. I received it on June 4th, 2024 with a couple of scratches and poorly working wheels. The luggage also happened to be bigger than desired, so I filed a return form hoping to get a prepaid label to ship the item back and possibly exchange it for the same item smaller size and without scratches. I tried contacting the team multiple times via email and received no response. I want to ship the item back and at least make sure I will get my money back, too.

  Business Response

  Date: 06/07/2024

  A response was sent to customer with return label within 48 hours of initial inquiry.

• Initial Complaint

  Date:06/06/2024

  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.

  One of my wheels broke so I found a place called Langers Luggage in ****************** as one of Delsey repair centers according to their website. It took about 2 months until it was repaired and when I received the product, the wheel was replaced but the telescopic handle was replaced as ******* the one of the photos is a screenshot from the official Delsey website (linked below), and another photo shows a cropped picture of me with the bag before one of my trips, and some of the other photos show how it was returned. The original silver telescopic handle has been replaced with a black one.Its obvious that the telescopic handle was switched with some other product as it is a used product with scratches and then the last picture shows that one of the metal parts that hold the rod on the right is broken (so bit tilted to the right). Some of the other pictures show how the inner cloth was carelessly stitched back after the replacement.When I inquired about the different telescopic handle at the store, the person there told me I dont know and that maybe it needed replacement like he is not the one responsible. And that I should come back if there any other problems.I dont know why they would do such a thing. This is totally unacceptable and I am posting to raise awareness and that this does not happen to anyone else.And the reason I am posting here is that Delsey should know what's going on in one of the repair centers and I would like to ask Delsey to compensate $159.99 in cash while Delsey figures what is going on with the repair center.******************************************************************************************************************************************************************************************************************************************

  Business Response

  Date: 06/07/2024

  Customer reached out to ******************** following receiving the repaired bag. We apologized for the state in which the bag was received and arranged for a replacement to be shipped out. 

  Customer Answer

  Date: 06/19/2024

   
  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.

  But the solution is missing on their next steps regarding the repair center that I was referred to. I hope Delsey figures that out soon.

  Thank you for the quick and credible service BBB.

  
  Sincerely,
  
  ***** Seo

• Initial Complaint

  Date:05/30/2024

  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 am trying to get replacement wheels for my Delsey Paris luggage. 21 carry on, medium sized bag and large sized bag. 4 spinner wheel sets for each, 12 sets spinner wheels total. They are all covered under the Delsey luggage warranty. BUT DELSEY KEEPS GIVING ME THE RUNAROUND. They ask for tag numbers, photos, and I send all that and they then stop replying!!! All I want are the replacement wheel sets!!!

  Business Response

  Date: 06/04/2024

  Unfortunately, the wheels are no longer available for us to have shipped. Customer contacted ******************** on 04/21 and we made an exception to the warranty and provided to warranty replacements. Customer contacted ******************** again on 05/23 about 3 additional bags and advised that the parts were not available and such damages were not covered by warranty and offered a promotional code that can be used to purchase a new bag. 

  Customer Answer

  Date: 06/18/2024

   
  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:03/19/2024

  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 had paid 200$ for my Delsey luggage bag. On February 3rd, one of the wheels of the luggage broke. On Feb 27th, I contacted Delsey via their website requesting replacement part (wheel) to perform the repair. Within 4 hours I received an email from Delsey stating that they would send a replacement part with no charge also they requested additional information ( luggage model number and customer address) which I immediately provided. Since providing the requested information, I have not received the replacement part nor a response from Delsey. On multiple occasions I attempted to contact them via email as well as by phone. I find the lack of response relating to customer service to be completely shocking and advise others to purchase from a brand that provides sufficient customers support

  Business Response

  Date: 03/19/2024

  Replacement parts were shipped to the customer via *** on 02/26/24. The tracking number is ******************. The tracking details show that the delivery was refused by the receiver and the shipment was returned back to our warehouse. 

  Customer Answer

  Date: 03/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I never received a *** delivery of the replacement part nor was
  any *** delivery ever rejected.  In addition,
  no notification of an attempted delivery was left by *** indicating that a
  package was delivered at my residency.  
  
  
  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 04/23/2024

  The parts were initially shipped via *** under tracking number ******************. We will arrange to have a new order shipped within 24-48 hours. 

  Customer Answer

  Date: 04/24/2024

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

  Customer Answer

  Date: 04/25/2024

  I'm writing to confirm that I received the replacement wheel for my luggage.  Therefore, I would conclude that this issue has been resolved.

  Thank You!!

   

   

   

• Initial Complaint

  Date:03/18/2024

  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've purchased 2 hard side carry on luggage from Delsey. One is brand new and the other has been barely used and they both have the same problem, whereby the handles only come up to second stage. The handles stay below the knee, so I am not able to roll the luggage at comfortable height. I have complained to the company and told me to go to their specialized repair shop, which is very far from my home, over 33 miles away. Both were purchased through ******, and I have complained to them as well but they only sent me to Delsey. I have enclosed the sales information and photo of the issue. I would like a replacement for both sent so that I may have a suit case to use for my travels and it is not collecting dust in my garage.
  
  I was not able to file a complaint earlier because firstly, I was trying to find a way to make it to the repair shop but that was not possible. Also, the when same problem happened on the suit case the I bought earlier happened, I sincerely felt that the company should find a way to resolve the issue. Otherwise, two items with their brands will end up in the local rubbish heap.

  Business Response

  Date: 03/19/2024

  Delsey's warranty is referenced on our website (****************) for all customers to review if they are having issues with their bags. It is documented that for warranty, all bags either need to be taken to or shipped to one of our warranty repair centers. The customer is responsible for getting it to the repair center or paying shipping cost. Delsey will cover the cost for repairs that are deemed manufacturing defect, and we pay for the shipping back to the customer. Replacements are only issued if the service center advises us that the damages are manufacturing defect, and they are unable to repair the bag. 

  The customer reached out to us via email in 2022 and was advised of the warranty policy. The customer also has the option to order replacement parts for the bags at no cost and can take it to a local repair agent at their own expense. 

  Customer Answer

  Date: 03/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have already stated that I was not able to go far to deliver the products to be repaired.  However, this statement did provide an option to mail the products, which I will do.  Unfortunately, the statement does not provide the mailing addresses of the repair location.  It will take time for me to do that and in the meanwhile, I do not want this case closed till I am able to mail the products, have them repaired and returned.  It's an incredible disservice to your customers to have them go to the website, read pages of warranty paragraphs and not provide the final solution.  Where to go to repair, where to mail the product, how long it takes to repair and provide a response and so on.

  In final, I will mail the products and await repair but this case should not be closed until the repaired products are received back.

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

• Initial Complaint

  Date:02/26/2024

  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 submitted a repair request with Desley on August 29, 2023 via their website and was informed by "Day'Jah *****", a customer support rep, on September 13, 2023 that it would take 4-6 weeks for a free replacement wheel which was broken on my ~$260 suitcase which I purchased directly from the Delsey website. I have followed up multiple times both via email and phone calls. I have never received another email response. Every time I call, I am placed on hold and eventually get a message stating that they are unable to answer my call and the voicemail box is full. I would like to

  Business Response

  Date: 02/29/2024

  Email has been sent to the customer advising that the requested parts have been shipped and tracking provided.

  Customer Answer

  Date: 03/05/2024

  Delsey responded and mailed replacement wheels. However, they are the wrong ones and do not fit my suitcase. As I did when I contacted them originally, I sent pictures which show the part/model number of the correct wheel. This time I sent a side by side comparison showing model numbers and shape/size. They have all of the details (again) for them to send the correct replacements. I just emailed them today so I hope I will hear back soon. 

  Customer Answer

  Date: 03/06/2024

  
  
  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.

  I truly appreciate your help with this matter.  As a result of your efforts, Delsey was prompt, communicative, and did all they could to resolve the issue.  Ultimately, they provided me with a full credit to purchase a new suitcase as they no longer have my original item.  Without the BBB, I am confident that I would not have been successful in my efforts to contact and resolve my issue.  All credit goes to you!

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

• Initial Complaint

  Date:02/20/2024

  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’ve got several Delsey bags and have always loved their durability. However, I got a Delsey Chatelet 2.0 24inch bag and that bag cracked in its very first flight. There was nothing heavy in the bag and my other bags have all been OK. There is something wrong with the product and the warranty should replace it, as the bag is now unusable after one single flight.

  Business Response

  Date: 02/20/2024

  We have no record of the customer reaching out to us directly or with any of our repair centers so that we can assess the bag and determine coverage. We would need details and copy of receipt forwarded to **********************************

  Customer Answer

  Date: 02/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The issue has not been resolved. I’ve sent an email with the receipt  

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

  Customer Answer

  Date: 03/07/2024

  Delsey responded to my email and I’m satisfied with the offer for suitcase replacement. Thank you!

• Initial Complaint

  Date:02/20/2024

  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 purchased 2 DELSEY PARIS suitcases and last year one of the wheels went back and the delsey sent me a new suitcase. Now the other suitcase wheels has gone bad and they're refusing to stand buy their companies warranty to send me a new suitcase. I emailed ****************************************** and they wanted me to drive 1.5 - 2 hours away to have someone look at it. But I work full time and can't do all of the driving back and forth that is why I paid $600 for good suitcases with a warranty.

  Business Response

  Date: 02/21/2024

  The customer had initiated a claim for one bag in February 2023. We made an exception to this claim, outside of normal warranty procedures, and provided the customer with a replacement. The customer has reached out to initiate a new claim as of recent and was advised that she would need to follow our normal warranty process as presented on our website, **************************************************. Delsey will gladly stand behind its product, but we would need the bag taken in or delivered to one of our service repair centers, as mentioned in the warranty, so that they may assist with warranty repairs to the additional bag. No additional replacements will be sent without a thorough assessment of the damages. If there is a defect detected by our service center, they will assist with repairing the case back to working standards. If they are unable to, they will take possession of the damaged bag and contact Delsey to arrange for the shipment of a replacement unit. 

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21315941
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:01/05/2024

  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 have purchased over $1,000 of Delsey bags. One of the wheels was lost on one of the bags and the interior lining zippers have broken on two of them.
  I contacted Delsey by email over one month ago (as they do not provide any contact phone number). After multiple emails they finally responded and advised they would provide me a replacement wheel and liners - however since then they have not responded to any emails. With a trip coming up I either need to have these items fixed or purchase other bags.
  The complete lack of response from this company is shocking. I would advise others to purchase from a brand that provides support and a phone number.

  Business Response

  Date: 01/08/2024

  customer contact on 01/03/24 and provided an update