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:09/21/2023

  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.

  I made a pur***** on-line with Delsey Paris-US for 202.97 on July 5, 2023. My account had the pending charge past the time frame stated on the website for shipment and then turned into a full charge but I hadn’t received any emails stating the order had shipped, at that time I called my bank to dispute the charge. A few days later I received the order and called my bank back stating the charge should be put back on as I had now received the luggage.
  
  After finding another piece of luggage that was smaller, I decided to return this piece and shipped it through UPS on August 1, 2023. It was delivered to Delsey August 4th, see attached screenshots of return approval and delivery receipt. After waiting the required time for returns to process and not seeing the credit to my account, I reached out to Customer Service where I was informed I needed to reach out to ***** because there’s a block on my account not allowing the return to go through due to the chargeback request, see attached screenshot of email. I called ***** and was told no such thing is on my account and they needed to run the credit again. I asked Delsey to please try again but I have not heard back from them since the last email attached and no other attempt to refund me was made. They now have a piece of luggage and I'm out of a refund.

  Business Response

  Date: 09/29/2023

  Refund was issued 09/20.

• Initial Complaint

  Date:09/14/2023

  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 bought a Delsey suitcase on May 26, 2023 from Macys.com. On the first trip using the suitcase, the handle completely broke. When I returned from my trip, I contacted Delsey to see about a repair or refund. They directed me to the closest repair shop to my area, ********* Shoe Repair in Del Mar, CA. I took the suitcase in to ********* in late July 2023. It is now 6 weeks since I dropped off the suitcase and ********* said it is still waiting on the part to be delivered to repair my suitcase. This terrible customer service is completely unacceptable. The suitcase was brand new and shouldn't have broken at all, but certainly if it is broken Delsey should repair it in a timely manner. I would like Delsey to send the part to ********* Shoe Repair in Del Mar, CA so my suitcase can be repaired.

  Business Response

  Date: 10/05/2023

  We have arranged to have the replacement parts shipped to the service center in possession of the bags. The parts have been expressed so that repairs can be made as soon as possible. 

  Customer Answer

  Date: 10/10/2023

  
  
  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:09/12/2023

  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.

  We have sent this company several emails about a warranty issue. They dont respond for several weeks. Then when they do they say they either never received our email and or we didnt respond. Which if you look at the response emails back and forth. You can see we not only responded to them but provided our address where they can send the replacement suitcase. These have a 10 year warranty on them and they are NOT honoring it. Pretty much blow us off trying to say they didnt receive emails and or we dont respond. We have provided our shipping address, proof of damage and item information. We would like this replacement so we can use our suitcase we bought for trips.

  Business Response

  Date: 09/13/2023

  Customer was advised to deliver the bag to our warranty repair center as stated in our warranty. The customer would also need to supply purchase receipts to confirm the multiple purchases as a previous claim was submitted and addressed for the same model months prior. 

• Initial Complaint

  Date:09/01/2023

  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 7/19 I ordered a small travel bag from Delsey online (Order #**********); however, the bag didn't work for me so I requested to return the bag on 7/21. On 7/22 I received a return approval from the company (*** ********) and sent the bag off. On 8/18 I emailed the company asking for my refund as I checked the tracking (#*****************) showing the return was received by Delsey Luggage in Hanover, MD, at 12:29 PM on 7/31/23. They emailed me a Request ***** stating they'd look into this but I never heard anything from them. Then I emailed them again and I received a Request *****. Today I emailed them stating I am reporting them to the BBB since it is 8/28/23 and I'm still waiting for my refund.
  
  Can you help me secure my refund? They should send me the full amount of $81.57 since I paid for the shipping and handling on my end; I didn't have a prepaid label.

  Business Response

  Date: 09/01/2023

  Refund was issued on 08/28/23 and a response was emailed to customer advising of the refund.

  Customer Answer

  Date: 09/04/2023

  Thank you so much for your support. Since I wrote the complaint and notified the business I was going to, they immediately refunded me the money. I'm sure the refund came so quickly simply because I involved the BBB. 

  Thank you so much!

   

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

• Initial Complaint

  Date:08/23/2023

  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 purchased three pieces of luggage from Delsey online on May 17, 2023, Order # **********. The order was $ 597.07 via ******. They offered 20% off if I supplied my email which I did but did not receive a discount.
  
  The luggage was not what I had hoped. One piece was even damaged during shipping. I contacted Delsey and was given RMA #'s to return the items; RMA #******** and RMA#********. They refused to pay for shipping even though one piece was damaged. I sent all three items back costing $ 150!! I have repeatedly emailed them, and they will not answer my emails. Their phone lines do not allow calls- they ask for customer to refer to their website or they ask to have customers leave a voicemail on a mailbox that is full.
  
  This is illegal and I am urging the BBB to please support me in receiving at least my 600 back and to possibly be reimbursed for shipping as well!
  
  ***** *********

  Business Response

  Date: 08/31/2023

  We are very sorry for the inconvenience. Our warehouse received in the items from the order, but our system had an error when trying to post the refund. We have escalated the matter, and the refund has now been posted. When you sign up for the new customer discount, a code would then be sent to you via email. In order to obtain the discount, the code would need to be applied in your cart at checkout. This is not done automatically. We did a search of our mailbox and were not able to find any emails linked to the provided email or referenced order number and we are very sorry that you did not receive a response. Please ensure that you were not replying back to the email listed on the order confirmation. This is a "NO Reply" email address, and a disclaimer is listed on the email stating that this is not a monitored mailbox. You would need to utilize the contact form on our website.

  When reviewing your return request, there was nothing notated regarding damages, or any pictures provided. Your notes were either wrong item sent, and you don't like the color. All items that were received into our warehouse are the items that were processed on the order we received. We also ensure to have our return policy documented on our website and we have it notated at checkout, that customers are responsible for freight. Our shipping team did not notate that there were any damages on any of the items that were received. If you have images saved, please email them to ********************************* and we can see if there is anything further we can do. 

• Initial Complaint

  Date:08/15/2023

  Type:Sales and Advertising 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 Luggages Medium Cadence on January 16, 2020 at *****. Part of the reason I made the purchase was manufacturer warranty for 5 years (advertised on ***** Website and Stote) and the durable look. Obviously did not travel much during Covid-19. We used the luggages total of 3 times and both luggages are missing zippers and all banged up in terrible condition. These products are just unacceptable and poor quality.

  Business Response

  Date: 08/24/2023

  We have not been contacted by the customer regarding any issues with her bags. All of our products have a warranty and we would assist with warranty repairs at no charge if damages are deemed manufacturing defect. The details of our warranty are listed on our website for all customers to review, ****************. The customer is then expected to deliver the damaged bag to one of our service centers so that the damages can be assessed. A list of locations is also available on our website; ****************

  If the damages are manufacturing defect, they will repair at no charge. If they cannot repair the bag, the repair center will contact Delsey to arrange for a warranty replacement. It does not appear that the customer has contacted us or taken the bags to our warranty repair centers to initiate the warranty claim.

  Customer Answer

  Date: 09/25/2023

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

  I contacted my local repair location that has been listed on their website, it's a luggage repair company and owned by a 3rd party gentleman named ******, he was very nice, but he told me Delsey does not cover any type of damage. The cost of repair would be more than $100 I decided to buy new luggage instead. I have 3 more Delsey luggages and I regret buying them. Samsonite stays behind their product and at least respond to similar product, and customer service issues.  

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

  Business Response

  Date: 03/12/2024

  The repair center would be responsible for assessing the damages to the case and determining if warranty coverage applies. If the service center advises that the damages are not covered, there would be a charge associated with the repair. If the customer wishes escalate or dispute the claim, they would need to contact Delsey customer service by submitting a ticket from our website. Or the service center would take possession and contact us regarding the customers dispute of charges. 

  If we had been contacted by the customer, we would review the details and be in contact with the service center to discuss and provide authorization if we find reason to believe that it should be covered. We have not been contacted by our service center agent or the customer directly regarding this claim. 

• Initial Complaint

  Date:07/18/2023

  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 suitcase (has a warranty which is why I purchased) from *** Fall of 2022. On a trip in March, my zipper pull broke off. I contacted my local *** to get a repair and in March 2023 *** began contacting Delsey on my behalf to initiate the warranty. On April 5, 2023 (all correspondence is attached) I supplied a suitcase model number per Delsey's request. I followed up with Delsey (and ***) via email on June 1, June 2, June 29, July 7 and have not received any reply back nor a new zipper pull. In my last two emails to Delsey I indicated I would be contacting the BBB. For a company who touts a generous warranty, their customer service response has been horrible. I am seeking a new zipper pull or bag replacement ASAP. I travel frequently for work and this issue has been a huge inconvenience and it's a disappointing malfunction for a practically brand new bag.

  Business Response

  Date: 07/18/2023

  We are sorry for the delay, as the parts have been out of stock. We are presently waiting for a stock replenishment from our factory. In consideration of the customers efforst and delay, we have arranged to have a replacement issued. The details have been forwarded to the customer. 

  Customer Answer

  Date: 07/26/2023

  
  
  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:07/18/2023

  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 purchased a Delsey suitcase for family use through ********* on July 19, 2022 for $224.12. After use on a just a few trips, the suitcase began developing cracks. The cracks became so deep as to make the suitcase unusable while we were in ******, and we had to abandon the suitcase in June 2023. I emailed Delsey USA customer service, attaching pictures of the broken suitcase and my receipt, and asked for a refund; they refused to refund my money. They claimed the damage was done by an airline which it was not. Delsey claims to offer an extensive warranty but in reality, they refuse to honor it; the warranty is an illusory promise and false advertising. I would like my money refunded.

  Business Response

  Date: 07/18/2023

  We are unable to issue refunds as the purchase was made through an alternate third-party retailer. Request for refunds would need to be secured through the originating retailer. We have advised the customer via email on 07/18/23 that we would gladly provide a warranty replacement for the defective bag. 

  Customer Answer

  Date: 07/27/2023

   
  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:06/20/2023

  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 am very disappointed regarding my purchase. I had ordered two large checked bags for myself and my husband 2 weeks ago. I received mine (his has not even shipped yet) and I’m very disappointed in the quality. The zipper is stitched incorrectly and is crooked on the top making it difficult to slide, there is a dent in the front of the suitcase, the pictures online are misleading and there is not a large interior zipper lingerie area like it appears and it is narrower and thinner than I anticipated and extremely flimsy materiel and difficult to zip & unzip. Literally the worst quality luggage I’ve ever purchased. I want to return my bag and cancel the delivery of my husbands bag, but cannot get any assistance. There’s no phone support for the company so I have filled out their contact form on the website multiple times which states they will reach out to you in 2 to 3 days yet no one has called me, I have messaged them multiple times across their social media platforms on Facebook and Instagram, etc. and I have a messaged their email address directly and no one will respond to me or offer me any assistance. Basically, if you order from this company you are going to be sent garbage and not all of your order and who knows when you will receive the rest of it and you are going to be stuck with it if there’s damage or imperfections and they are not going to honor their warranty or quality. I have never had such a hard time in my life getting in touch with a company! This has been the biggest waste of my time and money.
  
  I have discovered that they send a bunch of free bags to influencers to create a hype but are really NOT worth the money. And if you are dissatisfied and return, you have to pay costly shipping & fees even if it’s damaged or defective because they will not assist you.

  Bureau Response

  Date: 06/20/2023

  Delsey Luggage 
  
  **** ****** ** *** *
  ******* ** *****
   
  
  
  
  Dear Representative Delsey Luggage: 
  
    
  
  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 6/8/2023 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:

  
  

  Heather *********

  
  

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

  
  

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

  
  

   

  
  

  The details of this matter are as follows:

  
  

   

  
  

   

  
  

   

  
  

  Customer’s Statement of the Problem:
  
  
  
  I am very disappointed regarding my purchase. I had ordered two large checked bags for myself and my husband 2 weeks ago. I received mine (his has not even shipped yet) and I’m very disappointed in the quality. The zipper is stitched incorrectly and is crooked on the top making it difficult to slide, there is a dent in the front of the suitcase, the pictures online are misleading and there is not a large interior zipper lingerie area like it appears and it is narrower and thinner than I anticipated and extremely flimsy materiel and difficult to zip & unzip. Literally the worst quality luggage I’ve ever purchased. I want to return my bag and cancel the delivery of my husbands bag, but cannot get any assistance. There’s no phone support for the company so I have filled out their contact form on the website multiple times which states they will reach out to you in 2 to 3 days yet no one has called me, I have messaged them multiple times across their social media platforms on Facebook and Instagram, etc. and I have a messaged their email address directly and no one will respond to me or offer me any assistance. Basically, if you order from this company you are going to be sent garbage and not all of your order and who knows when you will receive the rest of it and you are going to be stuck with it if there’s damage or imperfections and they are not going to honor their warranty or quality. I have never had such a hard time in my life getting in touch with a company! This has been the biggest waste of my time and money.
  
  I have discovered that they send a bunch of free bags to influencers to create a hype but are really NOT worth the money. And if you are dissatisfied and return, you have to pay costly shipping & fees even if it’s damaged or defective because they will not assist you.
  
  
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
   
  

  
  

  
  

  Bureau Response

  Date: 06/20/2023

  Heather *********
  
  **** *** ** ****
  ******** *** *****
  
  
  
  
  
  Dear Heather *********:
  
  
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 6/8/2023 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: ###-###-####

  Bureau Response

  Date: 06/27/2023

  Delsey Luggage 
  

  **** ****** ** *** *
  ******** ** *****
  
  
  
  
  
  Dear Representative Delsey Luggage:
  
  
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 6/8/2023 and was assigned an ID of *********  

  
  

   

  
  

  BBB forwarded you a complaint filed by Heather *********. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  
  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. 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, when you are ready to answer. 
  
    
  
  

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

  
  

  
  

   

  
  

  
  

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (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. 

  
  

   

  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

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

  
  

   

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Heather *********
  
  **** *** ** ****
  ******** ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *********************
  
  
  
  
  The details of this matter are as follows:

  
  
  

  
  
  
  
  Customer’s Statement of the Problem:
  
  I am very disappointed regarding my purchase. I had ordered two large checked bags for myself and my husband 2 weeks ago. I received mine (his has not even shipped yet) and I’m very disappointed in the quality. The zipper is stitched incorrectly and is crooked on the top making it difficult to slide, there is a dent in the front of the suitcase, the pictures online are misleading and there is not a large interior zipper lingerie area like it appears and it is narrower and thinner than I anticipated and extremely flimsy materiel and difficult to zip & unzip. Literally the worst quality luggage I’ve ever purchased. I want to return my bag and cancel the delivery of my husbands bag, but cannot get any assistance. There’s no phone support for the company so I have filled out their contact form on the website multiple times which states they will reach out to you in 2 to 3 days yet no one has called me, I have messaged them multiple times across their social media platforms on Facebook and Instagram, etc. and I have a messaged their email address directly and no one will respond to me or offer me any assistance. Basically, if you order from this company you are going to be sent garbage and not all of your order and who knows when you will receive the rest of it and you are going to be stuck with it if there’s damage or imperfections and they are not going to honor their warranty or quality. I have never had such a hard time in my life getting in touch with a company! This has been the biggest waste of my time and money.
  
  I have discovered that they send a bunch of free bags to influencers to create a hype but are really NOT worth the money. And if you are dissatisfied and return, you have to pay costly shipping & fees even if it’s damaged or defective because they will not assist you.

  
  

   

  
  

  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
   
  

  
  
  
  Additional Comments from Consumer:
  
  

  Bureau Response

  Date: 07/06/2023

  Janet ********
  Delsey Luggage 
  

  **** ****** ** *** *
  ******** ** *****
  
  
  
  
  
  Dear Janet ********:
  
  
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 6/8/2023 and was assigned an ID of ********.  

  
  

   

  
  

  BBB forwarded you a complaint filed by Heather *********. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  
  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 5 calendar days.   
  
  
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. 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, when you are ready to answer. 
  
    
  
  

  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: **************

  
  

  
  

   

  
  

  
  

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (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. 

  
  

   

  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

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

  
  

   

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Heather *********
  
  **** *** ** ****
  ******** ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *********************
  
  
  
  
  The details of this matter are as follows:

  
  
  

  
  
  
  
  Customer’s Statement of the Problem:
  
  I am very disappointed regarding my purchase. I had ordered two large checked bags for myself and my husband 2 weeks ago. I received mine (his has not even shipped yet) and I’m very disappointed in the quality. The zipper is stitched incorrectly and is crooked on the top making it difficult to slide, there is a dent in the front of the suitcase, the pictures online are misleading and there is not a large interior zipper lingerie area like it appears and it is narrower and thinner than I anticipated and extremely flimsy materiel and difficult to zip & unzip. Literally the worst quality luggage I’ve ever purchased. I want to return my bag and cancel the delivery of my husbands bag, but cannot get any assistance. There’s no phone support for the company so I have filled out their contact form on the website multiple times which states they will reach out to you in 2 to 3 days yet no one has called me, I have messaged them multiple times across their social media platforms on Facebook and Instagram, etc. and I have a messaged their email address directly and no one will respond to me or offer me any assistance. Basically, if you order from this company you are going to be sent garbage and not all of your order and who knows when you will receive the rest of it and you are going to be stuck with it if there’s damage or imperfections and they are not going to honor their warranty or quality. I have never had such a hard time in my life getting in touch with a company! This has been the biggest waste of my time and money.
  
  I have discovered that they send a bunch of free bags to influencers to create a hype but are really NOT worth the money. And if you are dissatisfied and return, you have to pay costly shipping & fees even if it’s damaged or defective because they will not assist you.

  
  

   

  
  

  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
   
  

  
  
  
  Additional Comments from Consumer:
  
  

  Bureau Response

  Date: 07/11/2023

  Janet ********
  Delsey Luggage
  
  **** ****** ** *** *
  ******* ** *****
   
  
  RE: Final Notice of Complaint
  
  
  
  Dear Janet ********:
  

   

  
  

  This message is in regard to a complaint submitted to the BBB about your business on 6/8/2023 by Heather *********.  This complaint was assigned ID *********
  
  
  
  

  
  

  
  

  Why am I receiving a "final notice" letter?

  Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.

  
  

  
  

   

  
  

  How do I take care of this?

  
  

   

  
  

  
  

  Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. 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, when you are ready to answer. 

    
  

  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. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult or

  complex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.

  
  

  What information will be posted to the website?

  Please understand that the complaint content and your response will 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 written response?

  Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.

  
  

  What if I've already resolved the matter directly with the customer?

  Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.

  
  

  
  

  
  

   

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

   

  
  
  
  
  
  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Heather *********
  
  **** *** ** ****
  ******** ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *********************
  
  
  
  
  The details of this matter are as follows:
  
  
  
  
  
  Customer’s Statement of the Problem:
  
  I am very disappointed regarding my purchase. I had ordered two large checked bags for myself and my husband 2 weeks ago. I received mine (his has not even shipped yet) and I’m very disappointed in the quality. The zipper is stitched incorrectly and is crooked on the top making it difficult to slide, there is a dent in the front of the suitcase, the pictures online are misleading and there is not a large interior zipper lingerie area like it appears and it is narrower and thinner than I anticipated and extremely flimsy materiel and difficult to zip & unzip. Literally the worst quality luggage I’ve ever purchased. I want to return my bag and cancel the delivery of my husbands bag, but cannot get any assistance. There’s no phone support for the company so I have filled out their contact form on the website multiple times which states they will reach out to you in 2 to 3 days yet no one has called me, I have messaged them multiple times across their social media platforms on Facebook and Instagram, etc. and I have a messaged their email address directly and no one will respond to me or offer me any assistance. Basically, if you order from this company you are going to be sent garbage and not all of your order and who knows when you will receive the rest of it and you are going to be stuck with it if there’s damage or imperfections and they are not going to honor their warranty or quality. I have never had such a hard time in my life getting in touch with a company! This has been the biggest waste of my time and money.
  
  I have discovered that they send a bunch of free bags to influencers to create a hype but are really NOT worth the money. And if you are dissatisfied and return, you have to pay costly shipping & fees even if it’s damaged or defective because they will not assist you.
  
   
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
  
  
  
  Additional Comments from Consumer:
  
  

  Business Response

  Date: 07/12/2023

  Responses were supplied to the customer multiple times requesting to be provided with images of the defective bag and to advise that the remaining item had been canceled. The customer was not charged for the unshipped bag. The return policy on our website also states that we would need to be provided with images of any damages that are noticed at the time of delivery. The customer has yet to supply us with any images so that we can confirm if a return label is warranted. 

  Please reply back to ********************************* with images depicting the notated defects on the received bag. 

  Bureau Response

  Date: 07/18/2023

  Heather *********
  
  **** *** ** ****
  ********** *****
  
  
  
  
  
  Dear Heather *********:
  
  
  
  This message is in regard to your complaint submitted on 6/8/2023 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:
  
  
  
  

  Responses were supplied to the customer multiple times requesting to be provided with images of the defective bag and to advise that the remaining item had been canceled. The customer was not charged for the unshipped bag. The return policy on our website also states that we would need to be provided with images of any damages that are noticed at the time of delivery. The customer has yet to supply us with any images so that we can confirm if a return label is warranted. 

  Please reply back to [email protected] with images depicting the notated defects on the received bag. 

  Bureau Response

  Date: 07/23/2023

  Janet ********
  Delsey Luggage **** ******** **** * *
  ******** ** *****
  
  
  
  
  
  
  Re: ID * ******** * Heather *********
  
  
  
  Dear Janet ********:
  
  
  
  Thank you for your recent response to Heather *********. 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: 07/23/2023

  Heather *********
  
  **** *** ** ****
  ******* ** *****  
  
  
  
  
  
  Re: ID * ********- Delsey Luggage
  
  
  
  Dear Heather *********,
  
  
  
  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: ###-###-####
  

• Initial Complaint

  Date:04/10/2023

  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.

  I was excited when I purchased a set of Delsey luggage for Christmas. I kept seeing this luggage in my travels and wanted a piece. The wheels rolled really easy at first. Fast forward, the back wheels are sticking and I have to practically drag my luggage or roll it only on 2 wheels. I posted a review on the BBB website but have not heard from Delsey. I would like Delsey to either replace my luggage or have it repaired. I can't believe how terrible their customer service is. I sent 2 emails to the address on file, and called several times only to get disconnected without speaking with a representative. This company is terrible!

  Business Response

  Date: 05/04/2023

  We are not able to locate any email communications upon our search of the CS mailbox using the customer's name, email address, or phone number provided. We are also not able to locate any details regarding any order on our website made by the customer utilizing any of her information provided, such as name, email, address, or phone number. We would need to be contacted through our contact form (****************). 

  If the customer has experienced any issues with the bag, our website also clearly details our warranty policy and how to obtain warranty services (****************). The customer can then locate a warranty service center that can assist with repairs here ****************. If she was to contact Delsey customer support, all CS agents would advise the customer of the same process listed on our website. When the bags are purchased, the attached hangtag would also direct them to the warranty page should they ever need warranty assistance as well. 

  If the customer has further questions, please utilize the contact form on our website or send an email to *********************************. We will also utilize the email listed and send the customer an email directly and provide the details.