American Tourister UK Reviews 28

Don't bother with American Tourister - delivery dates mean nothing, dishonest, incompentent - my advice is not to order from them at all
I should have read the reviews before. I was in two minds about ordering directly from American Tourister or another company. I made the mistake of ordering from AT. The information the led me to believe was incorrect and dishonest. I understood that delivery would be on the 15th May . When I called - I was informed that it was only an estimate and that it would be delivered next week. It turns out that they are based in Belgium and it has to go past customs and so it was never going to be delivered on time. Just a pack of lies. It was very simple, I wanted a refund or for confirmation that my luggage would arrive on 16th at the latest. There was no one in the office (or warehouse who could make) a decision about a refund. Promised a call back but R did not call back. This has not only caused me a lot of stress but has meant that I have had go out and buy luggage in person Finally, got through after being disconnected and being put on hold, there’s was a really nice woman called NC from customer services who tried to do her best and has said that she will sort out a refund on Monday - mind you I do not trust anything AT says. Just a pack of lies

I have now got two messages saying that I will get a tracking number tomorrow despite saying that I insisted on a refund and that my suitcases had not left the warehouse

Totally and utterly incompetent- beyond belief - so far probably the worst on- line retailer I have dealt with

My order number is Confirmation of your American Tourister Order UKAT00462736

I was also told that I would have a refund processed on Monday and so I have gone and brought two suitcases only to get this message when I was told that no one would be in the office but still not clear

Ordered new parts as wheel fell off while wheeling it to airport. Took over a month to come. Sent wrong tools. Won’t be buying again as thought with a trusted brand would last. Didn’t last one trip.

Do not buy! I was given a suitcase as a gift and the buyer didn’t keep proof of purchase. It’s only been a year and the handle snapped clean off, and the stitching is undone. I’ve sent this to the repair centre to try and do something good for the environment instead of just buying a new case but that is precisely what I should have done - 7 weeks later I am £15 out of pocket and have had way too many emails back and forth with a repair centre who don’t fix my bag and still charged me. Go elsewhere if you care about the world and just pointlessly dumping broken pieces of plastic in it!

Purchased several cases of American Tourister but unfortunately one case had a faulty zip. Had to be sent back twice for repair. Used again and whilst on holiday zip broke again. Had to purchase another case on holiday, feel frustrated and let down by this company and samsonite Ireland who carried out repairs. DO NOT PURCHASE AS THEY DO NOT STANDBY THEIR PRODUCT IF FAULTY.

You replied today saying to contact you at samsonite uk. I have been I have been in Contact with samsonite uk from 2023 trying to get this problem resolved. Would you kindly speak to Naz on your customer services team. As I said the case has now broken repeatedly 3 times in fact after repair.

It was a little difficult to make contact initially. Once I managed to make contact with the correct person the service was excellent. Again a little lac of communication in that I wasn’t told the wheels had been shipped out.

Absolutely brilliant service. I tired out a wheel on my Bonair spinner - really frustrating. Checked and American Tourister and Samsonite offer a spares service. Ordered and received within 5 days, wheel replaced and working as new. Highly recommended to use this service!

Let this be a warning to anyone thinking of buying a suitcase with this brand. After purchasing a new FlyTwist Spinner case. I went on 1 trip via train. I came back with marks all over the case. The quality is so poor with these cases, even compared to Amazon basics or John Lewis branded. These are worse. I requested a refund within my rights, they have refused.
My warning is if you are desperate for a poor quality American Tourister case, purchase it through a retailer like John Lewis, as they have decent customer service and will refund you. This company also has a 14 day policy, this is intentional as they know how bad the quality of the cases are. I wont be purchasing anything from them again.

We have 4 matching Tourister cases, probably about 5 years old, so well out of warranty. When a wheel broke off as we trundled our luggage to the car for the last leg of our journey home, it would have been easy to accept that we needed to replace it. I got in touch with the manufacturer via their website asking if they could supply parts or direct me elsewhere to source them. Within an hour I had a lovely email advising they were sending me the parts required, and at no cost. 1 week after my contact, the parts arrived today. We now have 2 full luggage sets ready for our next adventure. I can’t fault your service levels or positive impact on the environment by preventing our case from hitting recycling. Thank you!!!

Absolutely poor customer service.

I bought a suitcase late June when I was in the UK before travelling back to South Africa.

I cancelled the order when I realised that the delivery date is a bit too late and I won’t get the bag on time.

I was promised that my order is cancelled and I will receive a refund. However, they ignored me for 2 months straight when enquiring about the status of my refund.

When they replied they claimed that the bag was delivered to the concierge of the property I stayed at, but the date that they claimed they delivered I was still at the property and so were my other two roommates. My roommates and the concierge said that the parcel was never delivered and I never received confirmation from UPS about a delivery.

They are just scammers, it’s been now 3 months of following up with no refund or professional response from them.

I would give them a zero start if I could.

Package lost in transit. Although initially unresponsive, american tourister eventually resolved the issue without complications.

recieved a suitcase with. broken lock and sent them video evidence but 4 days later still not heard from them and when i call they just keep saying “the depot manager is reviewing your case” and the call centre has no ETA. definitely do not recommend if you are going to fly shortly to order from them or trust their locks not breaking in the luggage hold!!

I have a small American Tourister suitcase, and recently one of the wheels was damaged. I got in touch with AT support and in two days I had a new wheel to replace on my suitcase. Service was super quick and the suitcase looks like it never had an issue. I definitely recommend to contact them every time there's something broken because that way you don't have to replace the whole suitcase.

Ordered some replacement wheels for my cabin suitcase, which was approved and despatched very quickly. On opening the box, I was disappointed to see a lack of care when packaging my order - I ordered two wheels, and only four screws were provided (there are three per wheel). Thankfully I had the old screws still. Five large plastic bags were used which I thought was unnecessary. Also two Allen keys were provided for some reason - the screws required a Philips screwdriver. A moments thought from the person putting this order together would have saved lots of plastic, the correct amount of screws, and unneeded Allen keys.

One wheel came off our suitcase & was lost. I ordered a replacement from American Tourister & as case was still under warranty the replacement wheel was free of charge. Delivery of the replacement was very fast too. Excellent service. Thanks very much.

Bought my Samsonite case a couple of years ago after 12 years ownership of similar model. The wheel handle broke unexpectedly and doesn’t seem quite as robust as previous model. That said Samsonite have quickly dispatched a free replacement part which arrived within a couple of days and all back up and running. Thanks for the great service.

Needed a new wheel for my large 4 wheel case. Once I’d navigated the web site it was a slick process and the part arrived very quickly. Delighted.

I bought a suitcase for my brother a few weeks before his birthday. They used UPS (first mistake) with signed delivery (second mistake). As a working professional, I am never home during the day and have deliveries put in my safe space (secured garden). After UPS attempted delivering twice, the product was then returned to American Tourister. UPS state that items will be held for 5 days after the final delivery attempt. This has not happened. There was not a chance for me to collect the parcel from the local warehouse depot which has been the case for so many other more reputable delivery companies.

Customer service was also not great. A replacement colour alternative was offered in Pink, which I don’t think my brother would have appreciated. Tried to work out an alternative but customer service took too long to respond, and on one day didn’t even receive a response. They weren’t able to send the same suitcase to a different address and said that it was no longer in stock, as if the suitcase that I had bought had just disappeared.

So disappointed. Just wanted to buy my little brother a suitcase before he flies off starting his adventures but feel so let down with the standard of the delivery, but also by the customer service aftercare.

Needs to be more clearly signposted that delivery would be signed. Sure, it says it in the small print if you click of “Delivery and Returns” at the bottom of the page, but who actually does that.

In the end, had to go to John Lewis to buy the suitcase AFTER all the winter sales had ended. Should have read the reviews on TrustPilot first and not bought anything off the website.

Purchased the Star Vibe suitcase recently, costing over £100 for the 77cm model. When it arrived it looked smaller than anticipated so I got out my tape measure and compared its actual dimensions to those listed on the website. I then emailed American tourister to query this, unsure if the suitcase had simply been incorrectly labelled and I was sent the wrong one. I attached photographs of the suitcase with my tape measure in shot. I was initially responded to within a couple of hours telling me to measure from the floor, which I had done and completely ignoring the fact that the width and depth were smaller too. I have since replied to that email and followed up two more times over the last 2 weeks and have been completely ignored. Shocking service and incorrectly advertised products. Very disappointed.

Update - I responded to the request for more information but never heard back so I emailed as per the response on here. I did initially receive a response asking for more photos of labels which I happily provided. Since then I have again been ignored. So frustrating to feel like you might actually get somewhere and then be ignored again. It seems like American Tourister are happy to respond to messages on here, making it look like they care and will resolve queries but have no intention of actually doing so. I will ensure to update this review if my issue is ever addressed.

Update 2 - they did eventually respond after I chased a further 2 times after my previous update. The response was essentially “if you’re not happy you can return it”. I also found it quite rude that not once was I addressed by name, instead called “customer” which just leads me to believe that all you get is copy and paste responses. I’ve had an American Tourister cabin suitcase for years and it has been great but this has really soured my view of the brand. If you need any help they ignore and ignore. If you get a response it’s completely generic and they couldn’t care less.

I purchased an expandable suitcase from American Tourister 3 weeks ago for a trip and it broke on the first use! To be clear, it was used in the expanded configuration just for the return leg of the journey so it didn't even survive one trip. I was hoping investing in a decent brand would mean I would get lots of use out of this. I am so disappointed with the quality, a Primark suitcase would have faired better!

The customer service experience is unfortunately as bad quality as the products. I contacted them asking to return for a refund but they have refused on the grounds that it was used. Unfortunately I don't have any qualifications in luggage quality testing/looking in to the future so it took for me to actually use the case to realise it wasn't fit for purpose or worth the money I spent on it.

DO NOT BUY FROM THIS BRAND

I now understand why the scores across all their various international websites are so low.

At not inconsiderable expense I bought their lightweight suitcase. On its very first flight it was dented in three places. Contacted customer service - initially got a brush off. Replied stating their lightweight suitcase doesn’t meet its intended function and told I could send it to be inspected at my cost (and pay for the return shipping, of a suitcase!) or take it to the depot myself (over a hundred miles away) but remain liable for the return shipping costs.