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:12/21/2023

  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.

  My husband bought a luggage set from Delsey from the website on 11/28/23, as part of their Cyber Monday sale. The luggage arrived and one of the items was damaged. The zipper pull attachment site was broken, which will require a zipper replacement. We reached out to the company, as directed by their website, and sent photos as required, by email. They approved a return request on December 5th, 2023. However, they have not processed a return label as indicated in their policy for items that arrive damaged. "According to the return policy on the website, "if your merchandise was damaged in transit, it's defective, or is not what you ordered, please contact our customer service team to assist...If we determine that the product is damaged/incorrect, our customer service team will provide you with a pre-paid return label and shipping instructions." They have not given us a return label or instructions or any further communication, if they deemed that our bag did not met their policy for a shipping label. We have made multiple attempts to contact the company by email and phone, without any further reply.

  Customer Answer

  Date: 12/23/2023

  Delsey has responded to my complaint after we registered our complaint with the BBB.   We received a replacement bag and they instructed us to donate the other damaged back.  We are satisfied with this response.  Thank you for your time and assistance.  

  Business Response

  Date: 01/04/2024

  Customer was contacted via email on 12/18/23 and advised that replacement would be issued. 

• Initial Complaint

  Date:12/19/2023

  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.

  On 11/28/23, I purchased luggage (order # ********** *******) from Delsey. My order arrived on 12/5/23. On 12/9/23, I opened the package and found that the quality of the luggage was not in excellent condition. Multiple threads from the zipper were unraveling. I tried calling Delsey at 800-558-3344 & 410-347-3990 to discuss an exchange or the option to return the items at their expense by obtaining a prepaid return shipping label with no luck. They do not offer direct phone contact with live representatives. They do not respond to emails (outside automatic replies referring customers to their website for answers to their questions). It’s a vicious circle they leave customers in, and they should be ashamed of themselves. I do not feel I should have to pay for the return shipping if the quality of their product is defective! I can't get anyone to return my emails to provide me with any type of assistance. It seems that this company is purposely making it impossible for customers to contact them so they can keep their money by shortening returns from the return shipping or hoping customers just keep their defective items that they are not satisfied with. Automatic replies indicate that customers can take their damaged items to an authorized dealer for repairs. How does a company expect a new item that a customer received to already need to be taken for repairs out the box? Making customers whole shouldn't be this challenging. I want a paid return shipping label so I can return these items at the company's expense, and they REFUND me in full my $539.27 purchase.

  Business Response

  Date: 01/02/2024

  We have been in contact with the customer and made arrangements to replace the bag. 

  Customer Answer

  Date: 01/10/2024

  Replacement bag was received by the company. I appreciate the assistance with helping me resolve this issue. 

• Initial Complaint

  Date:12/06/2023

  Type:Delivery 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 placed an order at Desley for ne luggage on 11/14. The cost of the items is $172.05. Tracking number ******************. It shows it was delivered on 11/15. I never received anything and I have tried calling , sending messages and nothing has been done. Also I have yet to hear back from anyone at Delsey. As of today I have yet to hear from anyone in the store to help me with this. All I want is to get refunded since I never got my order.

  Business Response

  Date: 12/18/2023

  replacement processed and shipped

• Initial Complaint

  Date:12/06/2023

  Type:Customer Service 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 Delsey carry on hard sided suitcase. During our first trip with it, the retracting handle stopped retracting. The suitcase is under warranty. Their website informed us that we would have to take it to their authorized repair facility, which involved an hour’s drive. We left it there, being told that if it couldn’t be repaired, we would get a new replacement. That was about 6 weeks ago. In follow-up calls to ********** ( the authorized repair center) we were told that ********** was
  unable to get repair parts from Delsey, and numerous attempts to contact Delsey were unsuccessful, with no one returning their calls. We again tried to contact Delsey directly. After being on hold for over 30 minutes, we were directed to voicemail, which said their mail box was full. I then used the chat option from their website, and received an automated response that they would get back to us soon. That was a week ago. There appears to be no customer service support, either for customers or their repair centers. Very dissatisfied in their failure to support their warranty.

  Business Response

  Date: 12/18/2023

  Replacement was processed and shipped. Customer has emailed and confirmed receipt of the bag.

  Customer Answer

  Date: 12/22/2023

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

• Initial Complaint

  Date:12/01/2023

  Type:Customer Service 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.

  Delsey ***** ******** has not responded to any of my email inquiries and has lost my package due to sub par customer service.
  
  Here's what happened:
  1. I placed an order on 11/24/23, at which point I was informed that the package would arrive 3-8 business days after the fact.
  2. 11/24 was the Friday after Thanksgiving, and the package actually arrived SUPPOSEDLY on 11/25 according to *** tracking (which barely 1 business day after time of order).
  3. However, no tracking notification was sent until Monday, 11/27. I logged on to the tracking link several times between 11/25 and 11/27 and saw no update. In fact, I had sent an email to Delsey ***** on 11/26 inquiring about shipping times, they responded to my email on Monday 11/27 (TWO DAYS AFTER the package had been delivered according to ***) saying that the package was just shipped out that day.
  
  The point is there was no package delivered or it was delivered incorrectly, AND Delsey is conveniently dodging all my calls and emails. I've sent them two more follow up emails and called their line only to reach a dead end at least 5 times. This is quite possibly the worst customer service I've seen. I'm traveling for a month and needed a suitcase by the time I left on December 8th, and now I'm out 215 dollars and have no suitcase. Thanks Delsey!!

  Business Response

  Date: 12/15/2023

  Chargeback has been accepted. A refund should be issued against the order. 

• Initial Complaint

  Date:11/13/2023

  Type:Customer Service 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 two 28 inch Spinner Suitcases from Delsey USA. (Order #**********)
  
  I did not receive the shipments. I contacted Delsey, sent them 4 emails. No response. I tried calling their 1800 number and waited on the line for over 3 hours. No response and keep you waiting on the line, so gave up.
  
  I contacted the UPS Shipper. They said it was delivered. The Proof of Delivery photograph was a different house. I filed a complaint for investigation with them. No response, despite repeatedly following up.
  
  I am out of pocket $772.89 but no suitcases.
  
  Will never buy from them again, as they just don't follow-up or bother about complaints, and their customer service is just non-existent!
  
  *** ******

  Business Response

  Date: 11/28/2023

  A replacement order was shipped and delivered on 11/20/23. 

  Customer Answer

  Date: 12/01/2023

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

• Initial Complaint

  Date:10/31/2023

  Type:Customer Service 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.

  Hello,
  I am writing to express my dissatification with Delsey Luggage. On September 7, 2023, I purchased a carry-on luggage and upon receipt found the handle to be defective. I submitted request #***** on 9/11/2023 requesting a return authorization. On 9/20/2023, I received instructions for this return and documented with **** ********. I promptly returned the luggage within the return period as a response to Delsey's acceptance of the return. I printed the label and followed the instructions per the email. I returned the luggage via UPS Tracking Number ******************, which was delivered on 9/22/2023 @ 10:55am. I have yet to receive my refund after several attempts through calling, emails, submitting multiple requests and product review to contact Delsey. I have yet to receive any acknowledgement as of 10/31/2023. I am extremely frustrating on the lack of professionalism from this company. I kindly request for you to address this matter urgently and provide a resolution for my refund. I hope to hear from you promptly and receive a satisfactory resolution to this issue.

  Customer Answer

  Date: 11/07/2023

  Hello,

  I have received my refund of $207.36 from Delsey Luggage on November 3rd, 2023.

  I believe you helped me reach the correct indivual to respond to my complaint.

  Thank you very much!

  Best regards,

  ******

• Initial Complaint

  Date:10/04/2023

  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.

  Original Purchase: December 21, 2021
  24" inch hard shell suit case that came with a 10 year warranty.
  Only used the bag 2 or 3 times under normal circumstances on flight trips and the bag's shell has cracked rendering the bag now to be useless.
  
  SEP 10th, 2023 - Upon trying to put in the claim on the warranty - there is no telephone number to call. You have to submit online. I actually submitted pictures to both Delsey and to the repair center that is listed on the website who said the bag is not fixable.
  
  SEP 25th - they finally reply and ask where was the bag inspected. That information was already provided but I sent it along again. I resent the information with addtional information along with the pictures that were provided to the Delsey authorized luggage repair shop.
  
  They don't respond.

  Business Response

  Date: 10/05/2023

  Customer was in contact with Delsey CS agent via email. A warranty replacement has been processed and customer was provided the details. 

  Customer Answer

  Date: 10/05/2023

  Hi - Bizarrely Delsey came through with sending a replacement piece of luggage right after I filed this.  Please go ahead and drop this case now.  Thank you!  **** *********

• Initial Complaint

  Date:10/04/2023

  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.

  Delsey provided me under warranty with a replacement suitcase free in March 24, 2017 for a 25" suitcase that was beyond repair. That piece of luggage in September 2023, now has a broken zipper and I contacted Delsey via e-mail on September 26, 2023 with a request to either locate a repair center (which on their website has no location in Arizona) or ask for a resolution. Their website states I would receive a response within 3 business days, which I have not. I also attempted to call their toll free number, but the system would not connect me to a live representative nor allow me to leave a voice mail message.

  Business Response

  Date: 10/05/2023

  All details regarding how to proceed with warranty repairs is listed on our website, *********************. To begin the warranty repair process, please first review our warranty policy here: *********************/pages/warranty. You can then find a list of all of our service center locations that can assist with warranty repairs here: *********************/pages/repair. If no location is provided upon your initial search, please utilize the "-" icon on the map to expand the search.
  

• Initial Complaint

  Date:09/25/2023

  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.

  I am writing to express my deep dissatisfaction with the Delsey Turenne backpack I purchased three weeks ago. As a high school teacher, I value quality and precision, but unfortunately, the backpack I received did not meet my expectations. While the backpack's quality was undoubtedly impressive, it was disproportionately large and heavy for my small frame. This made it incredibly inconvenient and uncomfortable to use on a daily basis. Due to these issues, I promptly returned the backpack within the return period as a response to your acceptance of the return. (RMA* ********, Tracking number USPS *********************** However, I have yet to receive a refund for the product, and despite multiple attempts to contact Delsey through email and phone and purchase review, I have not received any response or acknowledgment of my concerns. This lack of communication is both frustrating and unprofessional. I kindly request that you address this matter urgently and provide a resolution for the refund of my purchase. As someone who values precision and efficiency in my profession, I believe it is only fair to expect the same level of service from a reputable brand like Delsey. I hope to hear from you promptly and receive a satisfactory resolution to this issue.

  Bureau Response

  Date: 09/25/2023

  Janet ********
  Delsey Luggage 
  
  **** ******** **** * *
  ******** ** *****
  
  
  
  
  
  Dear Janet ********: 
  
    
  
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 9/24/2023 and was assigned an ID of *********   
  
  
  
  How do I take care of this?
  
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  What should I include in my response?
  
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
  
   
  
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  
  
  What will happen if I do not submit a response and what can I expect to happen next?
  
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  
  

  Sincerely,

  
  

  Ralph *******
  Operations Manager
  **************************
  
  Phone: ###-###-####
  
  

  
  

   

  
  

  CUSTOMER EXPERIENCE INFORMATION

  
  

   

  
  

  Customer Information:

  
  

  Daniela ********

  
  

  
  

  * ** *****

  
  

  Daytime Phone: ###-###-####
  E-mail: *****************
  

  
  

   

  
  

  The details of this matter are as follows:

  
  

   

  
  

  Complaint Involves:
  Product Issues 

  
  

   

  
  

  Customer’s Statement of the Problem:
  
  
  
  I am writing to express my deep dissatisfaction with the Delsey Turenne backpack I purchased three weeks ago. As a high school teacher, I value quality and precision, but unfortunately, the backpack I received did not meet my expectations. While the backpack's quality was undoubtedly impressive, it was disproportionately large and heavy for my small frame. This made it incredibly inconvenient and uncomfortable to use on a daily basis. Due to these issues, I promptly returned the backpack within the return period as a response to your acceptance of the return. (RMA: ********, Tracking number USPS *********************** However, I have yet to receive a refund for the product, and despite multiple attempts to contact Delsey through email and phone and purchase review, I have not received any response or acknowledgment of my concerns. This lack of communication is both frustrating and unprofessional. I kindly request that you address this matter urgently and provide a resolution for the refund of my purchase. As someone who values precision and efficiency in my profession, I believe it is only fair to expect the same level of service from a reputable brand like Delsey. I hope to hear from you promptly and receive a satisfactory resolution to this issue.
  
  
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
   
  

  
  

  
  

  Bureau Response

  Date: 09/25/2023

  Daniela ********
  
  
  
  * *** *****
  
  
  
  
  
  Dear Daniela ********:
  
  
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 9/24/2023 against Delsey Luggage.  Your complaint was assigned ID ********* 
  
  
  
  Now that I have filed, what is the next step?
  
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  
  
  What if I do not agree with the response from the business?
  
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  
  
  What happens if a business does not respond?
  
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  
  
  Sincerely,
  
  
  
  

  Ralph *******
  Operations Manager
  **************************
  
  Phone: ###-###-####

  Business Response

  Date: 09/29/2023

  Refund was issued on 09/25/23

  Bureau Response

  Date: 10/15/2023

  Daniela ********
  
  
  
  *** *****
  
  
  
  
  
  Dear Daniela ********:
  
  
  
  This message is in regard to your complaint submitted on 9/24/2023 against Delsey Luggage.  Your complaint was assigned ID ********* 
  

   

  
  

  BBB has received a formal response
  from Delsey Luggage. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  Sincerely,

  
  

  Ralph *******
  Operations Manager
  **************************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  Refund was issued on 09/25/23

  Bureau Response

  Date: 10/20/2023

  Janet ********
  Delsey Luggage **** ******** **** * *
  ******** ** *****
  
  
  
  
  
  
  Re: ID * ******** - Daniela ********
  
  
  
  Dear Janet ********:
  
  
  
  Thank you for your recent response to Daniela ********. We have not yet heard from the consumer and are closing this case as answered.
  
  
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
  

   

  
  

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  
  
  Sincerely,
  
  
  
  Ralph *******
  Operations Manager
  **************************
  
  Phone: ###-###-####

  Bureau Response

  Date: 10/20/2023

  Daniela ********
  
  
  
  ** ***** 
   
  
  
  
  Re: ID * ********- Delsey Luggage
  
  
  
  Dear Daniela ********,
  
  
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  
  
  Sincerely,
  
  
  
  Ralph *******
  Operations Manager
  **************************
  
  Phone: ###-###-####
  

  Customer Answer

  Date: 10/20/2023

  Issue successfully resolved. Thank you!