Samsonite Reviews

The worst customer service in the world! They do not honour their warranty. Wheels on luggage broke twice in less than a year. Store manager on Tottenham Court Road, London refused to replace luggage of an 81 year old who had to fly out the next morning. They refused to give their name or the regional manger name details under the pretext of data protection. Offered to repair luggage in 4-6 weeks and claimed they are never authorised to replace luggage and this rarely happens. They blamed the airlines. We had to buy brand new luggage elsewhere!

I ordered a card holder as a Christmas present on 6th December 2022 and I'm still waiting. Samsonite contacted me to say they didn't have my house number so were unable to send my order (all information was provided), and did I still want the item. I confirmed that I did and they advised that the item would be resent. The item did not arrive in time for Christmas. I contacted them again on 30th December and was told that unfortunately the item had not been sent out yet. They apologised and said it would be sent out that week (first week in January). I had an email on 5th January 2023 to say that the item would be sent out tomorrow (the 6th). I haven't received any tracking information or the item. Awful to have to wait over a month for an item, especially when it was meant to be a Christmas gift. Don't think I'd be using them again.

Staff in their Livingston store are rude, racist and lacks empathy. If you are non-English speaker then good luck to you if served by the staff called Maureen. She is really a disturbed person. The manager has 0% management skills and doesn’t know what she’s doing.
Spent over £300 there and was treated like a beggar. You feel uncomfortable the moment you step in to that store.

Worst Customer Service Experience
I have received the backpack, however I was not able to receive a proper customer service experience. CS rep's approach was awful. I bought my item from my work from home budget but I am gonna recommend my colleagues not to place an order from Samsonite. I am also not going to recommend Samsonite brand.
Order Number: UK00707262

I thought their reputation would count for something but clearly they are keeping premium prices and opting for garbage quality. After a single trip, the zip section that locks into the TSA lock was not only bent, but torn in half. I'd expect this from a budget suitcase and certainly not from one which used to have a good reputation for reliability. Needless to say I'm looking for a full refund and to try a different brand. Also it's worth saying that they take a MINIMUM of 2 weeks to assess a faulty product. What takes other companies days, they take weeks to do.

Absolutely not worth the price and certainly evident of Samsonite now cutting corners to save a few pennies while still charging a premium.

I have purchased 2 items from them as they were too small than the photos I have decided to return them.I have put them back in the same package as I have received them and send back.I have received only partial money back when I have contacted them they said that their wharehouse only receive one item?I have realised that I just bought someone from the their warehouse new backpack.i have been chasing the customer services for more updates where is my money with no luck.

Samsonite Westfield West London amazing friendly staff who understand service. Over the last year I have taken three cases back due to the rubber hinge breaking replaced under warranty a 10 year warranty to!

I wouldn’t buy any other suit case, and I bought another one this week.

Zip broke for BBC the second time on a shock
Lite which was expensive.
Absolutely rubbish customer service .
Paid big bucks but they want you to post it at your cost to the repair centre
Will take weeks .
Rubbish service
I can see why they don’t have a telephone number they would be an endless line of people complaining that their high suitcase broke after a few couple of years abd nobody really wants to help you !!

absolute garbage from Samsonite, paid over £250 for cabin bag by Samsonite, within 6 months wheel and housing broken off (never even been on a plane, used 3 times into car into hotel) thought thats OK because got guarantee even though all the hassle of sending back, but guess what you have to pay for repairs even though quality of there case is not fit for purpose and states 10 year guarantee...avoid Samsonite like the plague, they use guarantee as marketing ploy when in reality its not worth paper its wrote on!

After few trips of using I found this useless cabin bag wheels keep getting jammed with small stones or gravel when pulled on pavement or road.. unbelievable.. few days ago I used on a normal pavements going home and had to free the wheels more than ten times. the clearance between the wheels and casing is too narrow. Really annoying.

First day of vacation and the handle broke while carrying luggage (upscale 68cm) up stairs in a railway station.

I've had Samsonite luggage in the past which is why I purchased from them this time, but never again.

My expensive bag is broken after the first use.
They say 10 years warranty but they do not fix the bag and no refund. Avoid Samsonite as is very expensive and a very poor quality. A 25 pound Chinese bag will be better then this expensive and poor quality bags.
Customer service is unhelpful.

I have a brand new case and the lock broke at the airport prior to travel! Customer service has been unhelpful and unsympathetic. They initially wanted me to pat to return for a repair but have now arranged a free collection. I don’t trust the locking system and although the case is brand new I didn’t use within the first 30 days so they won’t refund or exchange! The outlet store were prepared to do this and were really helpful but head office won’t sanction the exchange. I will NEVER buy from Samsonite again

I've had Samsonite trolleys for as long as I can remember, and never had any problems with them.

This summer however I bought a new trolley and it was faulty, and now that I have had the "luck" of talking to their customer service, I can assure you I won't ever buy from them again.

Unhelpful, unresponsive customer service which is unacceptable for any company, let alone for one that is supposed to be a "luxury" brand. Really disappointed - look somewhere else!

Customer service and repair..
customer service advise about how to return an item is useless as the repair sent back to my address saying they have no idea what they're dealing with and why I sent my bag. This is my second time trying to repair; first it was a luggage bag in 2019 an dnow this. I think the customer service and repair service for samsonite in UK is quite bad compared to Europe. I now live in UK so I need to stop buying samsonite products as repairing them isnt easy!