We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Luggage

Delsey Luggage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Luggage.

Complaints

Customer Complaints Summary

  • 48 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/02/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 purchased this suit case just over a year ago. This was sold by *** to us. They were sold with a 10-year warranty. One of them totally broke. Went to *** to exchange and were told they NO longer accept warranty returns. *** told us to contact Delsey directly. 2-22-2023-Which we did via email submission ticket as they requested. We have yet to receive any response back as of yet! We would like his suitcase warrantied and replaced. As you can see from the pictures. Its defective and you should honor your 10-year warranty as stated! Please see pictures and receipt of purchase for proof. Thank you, ***** ******

    Business Response

    Date: 03/15/2023

    We have arranged to have a warranty replacement issued to the customer. 

  • Initial Complaint

    Date:01/13/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The product's exterior cracked within the warranty period. I sent the company an email, I received an automatic reply stating they would get back to me within 3-4 business days. That didn't happen and they won't answer emails or the phone.

    Business Response

    Date: 02/06/2023

    Customer had been in contact with Delsey ** agent. Damage had been acknowledged and a warranty replacement had been issued.

  • Initial Complaint

    Date:01/10/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered 2 pieces of luggage. I immediately tried to cancel the order but the company does not allow that. Bad business practice but it its what it is. I pay for the shipping cost for both products to be returned to the company at the address they provided on their product return page. **** attempted delivery during business hours and they are unable to complete. There is something very fishy going on here. It seems as though the company is dodging returns. I have attached the failed delivery notice from ****, the original order information and the tracking receipts from ****.

    Business Response

    Date: 01/12/2023

    **** has made delivery of the return on 01/12/23. The return was then acknowledged, and refund issued.

  • Initial Complaint

    Date:01/06/2023

    Type:Product Issues
    Status:
    Resolved
    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 conducted extensive research on brands and warranties before spending hundreds on a new luggage set from Delsey. The zipper on my new travel backpack broke within 30 days of purchase. As per the policy, I reached out to customer service to inquire about options and process for repair/replacement/refund. I asked for clarification re: if this was one-off defect or common quality issue which would affect my decision to repair or request a refund. I have exchanged no less than 16 emails with customer service over a 2+ week period and am no closer to resolving the issue. The customer service is atrocious and I believe intenionally set up so that consumers eventually give up. Becuase I needed the item for holiday travel, I went ahead and sought out a local shoe repair shop to get the item repaired myself. I am merely seeking a refund for the out of pocket cost, given that they were unable to facilitate a solution in a timely manner as promised by the warranty policy.

    Business Response

    Date: 01/10/2023

    A refund has been issued back to the customer for the repair and an update has been sent to the customer.

    Customer Answer

    Date: 01/16/2023

    I have resolved this merchant complaint and would like to close this file. Thank you.

  • Initial Complaint

    Date:10/11/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 backpack on September 17. The site says it'll take 1-4 business days to process, so I wait. I wait and inquired about my order on September 29, I received a reply on Oct 2 saying they will get back to me. They didn't get back to me...instead they send me another confirmation email??? The same one I received when I ordered the backpack. Why? I don't understand. So I messaged them again on Oct 6 asking if there was an issue with my order, and once again, a day later I get another order confirmation email?? Why? I don't understand how that helps with anything. I saw that their site got rehauled, I have no idea how it'd affect my order but that's the only thing I can think of for a delay. I hope they reply soon.........on their rehauled site it says the backpack is still in stock and that delivery would be within 4 days if a customer orders now. What a lie. I'm more annoyed with how there has been no "real" contact by the company. Like did the order get lost? Replace it then? Refund then? Say something? It says it's still being processed so it hasn't even been shipped it, I'm so lost and their customer service team's lack of communication has not helped.

    Business Response

    Date: 01/11/2023

    Business Response /* (1000, 12, 2022/12/20) */
    customer has replied via email that she has received resolution from our international partners.

  • Initial Complaint

    Date:09/06/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 7/12, I got a Response from Delsey, and have responded 3 times on 7/11, 2nd on 8/5 and 8/26. They have responded. I have a lifetime warranty for a carry-on luggage, and one the zippers pulls is missing. Have somebody call me and get it fixed. My phone number is XXX-XXX-XXXX

    Business Response

    Date: 10/27/2022

    Business Response /* (1000, 5, 2022/09/09) */
    We apologize for any inconvenience. A Delsey CSR replied to Mr. Lawrence's email on 07/11. We have no record that a reply was then received. In regards to warranty, all details can be found here: https://www.delsey.com/us/en/c/delsey-warranty. The bag can be delivered to any of our service centers for repair assistance. A list of service repair centers can be found here:https://www.delsey.com/us/en/repaircenters.

    If preferred, we can also send the parts at no charge. Please send a follow up email with the model details and address to ***************@delseyluggage.*** if you wish to have parts sent.


    Consumer Response /* (3000, 7, 2022/09/13) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    No, I have email the company now 4 times to ***************@delseyluggage.net and they have NEVER responded. Please have call me ASAP at XXX-XXX-XXXX


    Business Response /* (4000, 9, 2022/09/14) */
    email was sent to customer on 09/14/22 @ 4:24pm to acquire model details and images. Needed parts can be shipped at no charge. Otherwise, for warranty repair, the bag would need to be delivered to a Delsey repair center.


    Consumer Response /* (4200, 11, 2022/09/19) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    They NEVER to my response to their email. Please have call me, XXX-XXX-XXXX, or have send my part. I have sent them the MN and and picture.


    Business Response /* (4000, 13, 2022/09/20) */
    we have not received any emails with the requested details. Please forward details to *******@delseyluggage.net.

  • Initial Complaint

    Date:07/27/2022

    Type:Product Issues
    Status:
    Answered
    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 repeatedly tried phone calling Delsey and emailing Delsey to resolve a problem and they sent one response back that did nothing to resolve it and have ignored all other communication. I have been polite and courteous in my communication. My order number is ************** .

    I ordered 4 luggage sets for my family. I ordered one type in specific colors so we would all have the same type of luggage, just each with our own color to differentiate it, making it easier to find in baggage claim.

    When the luggage arrived, 3 sets were color correct and without flaws. The 4th set's colors did not match each other even though the website stated the same color label. Also, the larger piece was not the same type of luggage, the carry-on had a faulty zipper and the piece sat upright at an odd angle rather than even.

    I told them i would like to exchange it for the proper type, color and a working carry-on. They said there were no exchanges but I could send them back for a refund. When i went to send it back, they did not provide a return label and the postage was going to be over $100. Once I learned this, i have tried calling and emailing with no response. So has my wife (*******************************) . With their silence, I am now even worried that if i do pay over $100 in postage, i may not get my refund.

    It appears to me, since the products they sent were the wrong type, wrong color and faulty, that the return postage should not fall on the customer. And now that they have gone silent, it is even more suspicious as to if they will refund. Now, not only have i lost money, but a lot of time.

    Thank you for allowing me a space for this concern.

    Business Response

    Date: 09/20/2022

    Business Response /* (1000, 5, 2022/08/08) */
    customer's wife had sent in email providing the same details. Response was sent to the wife on 07/27 advising that UPS return labels had been issued to have the items returned for a full refund. Customer's wife acknowledged the emails nd advised that the details would be passed on to husband, ***********. No additional emails were sent from the customer or his wife following.

Delsey Luggage is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.