Samsonite Reviews 613

Have a +10 year old Spinner suitcase. Love it and have traveled the world with it. But the plastic hinges was done. Ordered 2 new on their website and 5 days later I can now repair my beloved suitcase. Free shipping! That what I call service and I love that I can prolong the lifespan of my suitcase. Thank you Samsonite *****

We bought 2 Samsonite uplite spinners each just under 200 pounds. One had loose stitching and the samsonite tag came off leaving a 3 inch gap. We contacted repair centre who said this is repairable and under warranty and the case was sent on. After 2 months and us chasing the repair centre they said it is not repairable. We are extremely unhappy about this. I believe they don’t have the samsonite tag which we are not bothered about we just wanted the 3 inch tear to be stitched. Really not a lot to ask for. As this could not be done by hand.

As a long standing happy customer of Samsonite I can not believe how the product quality has plummeted recently. Their customer service is truly obstructive , with no desire to resolve any problems. I’ve thrown my latest purchase away because I’ve better ways of using my time than chasing them up. Don’t buy anything from Samsonite that has a zip. ( as proof of their abysmal customer service, they will probably answer this with a standard note asking me to email them !)

I bought a carry on, and within a year of having it, the telescoping handle broke. I contacted customer service, they replied a week later asking for the model and pictures - I answered their questions and haven't heard back in over two weeks despite me emailing them multiple times. Seems like the quality has gone down - cheaper thermoplastics is what caused the handle to break off.

Awful customer service. I've been trying to contact them for several days. Emails, whats up, calls. Never replied. DO NOT believe in 10 year warranty. They won't even reply. I will never ever buy again!!! You have to be ashamed!!! Avoid Samsonite UK!!!

I submitted a review about my 4 branded suitcases which I still haven’t received as at today 27 August 2025. I have followed up by email, calls and reviews and so far no body in the customer service team has provided any useful feedback. Spending nearly a £1,000 on these suitcases appears to have been a bad gamble since Samsonite and UPS appear to be very bad at delivering on online orders. I placed the order and selected a UPS partner location for the delivery. They latter sent an email that the partner location has refused to accept the suitcases because they don’t have sufficient space. That for now appears to be the end of the delivery as all attempts to get them to deliver to my residential address has failed. Is that how easy it is to lose a £1000 order with Samsonite and UPS?

I bought my Samsonite suitcase two years ago, I used it the first time this month and it only lasted the one trip. One of the wheels fell off and the frame got busted. Unfortunately I didn’t keep the receipt.
I would like to add to this, I found my receipt on my email, I decided to register the product as I wanted to get it fixed. I ordered new brackets and wheels, I thought I would have to pay for this, but it was free of charge, I managed to straighten the frame and the wheels arrived today. The case is still slightly damaged, but I thought I would come on here and change my review as the customer service I got from Samsonite was excellent.

FINAL UPDATE 22 Aug 2025:

Finally had a delivery! It’s become clear that Samsonite uses UPS for deliveries, and UPS subcontracts them out to local companies. Turns out these local companies, as happened in this case, are often cowboy outfits.

Today’s delivery was done by a proper UPS driver, not a subcontracted local cowboy. No delivery driver in grey car this time, as happened yesterday. Today it was a UPS van.

So I’ve upped the star rating to 3, but only because there’s a level of indirection here, and the delivery finally happened. Though Samsonite aren’t entirely without fault, as a) they use UPS for their deliveries and b) Samsonite’s support staff don’t seem to be able to do much, other than explain what my options are. But I, as the customer, should never be exposed to these sorts of problems. I just want a smooth, stress-free transaction and delivery. And that was not the case this time.

UPDATE 21 Aug 2025:

It gets worse. I’ve just witnessed the delivery driver ring the bell and quickly get back in his car and drive off within the space of a few seconds! He had rung the bell, but I was waiting and jumped to answer the door within no more than 2 seconds. Guessing he wouldn’t come in, I literally ran down the single flight of steps to the main communal entrance of the block. He hadn’t even bothered to walk in. By the time I opened the door he was driving off in his car. Sorry, Samsonite, but this is not how you do online sales.

Frustration, having to take time out to deal with this, the feeling of being treated like I’m the dishonest one when the delivery driver claims I’m not home. No, Samsonite, you’re going to have to do much better than this to convince me to ever buy from you again.

ORIGINAL REVIEW 20 Aug 2025:

Sadly, although I’ve been a regular Samsonite customer over the years, I don’t think I will order from them again.

They use UPS for their deliveries. UPS consistently create stressful, tiring and frustrating experiences with delivery drivers lying about attempting to make a delivery.

This, by extension, makes ordering from Samsonite the same terrible experience.

My girlfriend and I both ordered backpacks. Our orders were made separately and to our separate addresses, in different London boroughs. Incredibly, both deliveries failed with the drivers lying about their attempted deliveries. In her case, they tried to say they attempted delivery a second time, whereas in mine they said they attempted, but immediately afterwards stated they had taken it to some collection point that would have taken me 1 hour round trip to collect from (I’ve had to do it before, so I know). Clearly the driver just decided to deliver directly to the collection point.

This might not sound like much, but if you’re really busy with work, it is incredibly stressful.

This is an update regarding my Samsonite cases costing £700 used once, the wheel buckled causing a crack in the shell and now they can’t be used.
After the first case failed it was sent to fixmybag and that was deemed negligence on my part, that case was useless.
I used the other case for another trip and exactly the same thing happened in exactly the same place. At this stage I contacted Samsonite again as it appeared there was a manufacturing problem.
Both cases were sent back to fixmybag but of course, Samsonite insist it was my fault either during use or caused by a major impact that could have been the fault of the airline.
Both cases were checked when taken off the airport carousel and they were intact, we always check.

The moral of the story is don’t buy expensive Samsonite cases as the warranty is useless along with their cases and customer service.

We own several Samsonite light shell suitcases and they are fantastic and great value for money. Very light and yet robust. We really appreciate that they can be repaired and have a ten year warranty. Samsonite repair service via Support and Go is excellent. After 8 years one handle was broken on a cabin spinner and they sent us a replacement within a week. The same case now has a jammed wheel which we are getting replaced. They send the part and assembly instructions are on the Support and Go website and pretty simple. SAVING THE ENVIRONMENT AND MONEY. Very happy customers.

A Wheel of one of my favorite suitcases broke. After contacting Samsonite, they sent me a replacement kit for free. It is now just as new. Thanks a lot for your help and being so environmentally conscientious.

My case was heading for landfill before the local Samsonite shop told me about the parts service. Ordered replacement wheels (no cost!) that arrived in 2 days and easily fitted them myself at home. Now the case is good as new. Great service. Shows that it pays to invest in a quality product.

I had an issue with a wheel on my Samsonite bag falling off, but I was able to quickly order a replacement myself. The part came with everything I needed, and the repair was so easy to do on my own. I love my suitcase even more now, so happy I could fix it instead of having to replace it. Fantastic customer support and quality!

After a few years the wheels were worn. Although there was no warranty anymore, Samsonite send me 4 new wheels on my request without charging.

I had an issue with a wheel on my Samsonite Firelite Spinner case. After visiting the Samsonite web site I was directed to their Support and Go page.
After confirming my case product no and the part required it was ordered at no cost to me and was shipped to me the next day. It arrived a day later and fitted perfectly.
In addition they included a card stating that they were happy that I wanted to repair my case and extend its life.
Simply the best customer service I have ever received and shows that it pays to buy quality products from a quality brand.

Bought a set of 4 wheel Samsonite suitcase's about 8 years ago. They’ve been by my side for three international moves and have served me well.

It finally came time to replace the wheels and I have been blown away by how simple and streamlined ordering and replacing the spare parts were and how fairly priced they were. This has cemented my brand loyalty to samsonite. I will continue to buy new bags from them and I hope they never get rid of this spare parts service even for old designs.

Following a recent overseas trip, one of the locks on my new Samsonite suitcase was broken. I took it into the Repair Centre at the Samsonite store on Oxford Street, London. It was fixed very quickly with no charge (as it was under warranty).
My friend then told me the zip on her suitcase had broken and she was thinking of replacing. I offered to take her suitcase into the Repair Centre as it's easy for me as I live in London. Her case was also fixed with a small charge of £10 as it wasn't under warranty.
Just so you are aware though, I think I was lucky the first time I went as my case was fixed while I waited (about 10 mins.). However, when I took my friend's case in, I was amazed by the number of people there and was advised to return after 2 hours.
On both occasions the staff could not have been more lovely and helpful, particularly given how busy they were on my second visit. I highly recommend this service but be aware, you may have to wait a bit.

I am having an absolute nightmare trying to resolve an issue with a faulty product (we own numerous Samsonite luggage items and have had no issues before). Anyway, this issue relates to the Ecodiver backpack - the tags on a bunch of the zips basically started coming off for no reason. So I contacted customer support who said I could send the item to the repair centre. I sent the item to the repair centre, the backpack was supposedly ‘repaired’, yet two weeks after it came back, the zips broke again - this time the actual zips came clean off. I contacted the same customer support person who told me that the only option they could offer was sending the back to the repair centre yet again! I wasn’t happy with this option so I called support instead, and they said that since the item had already been to the repair centre once, I was entitled to have the backpack replaced. I relayed this conversation to the person I’d been corresponding with via email. They told me there was apparently no record of a conversation where I had called Samsonite, so therefore they would in fact not be able to replace the bag. I contacted Samsonite yet again, by email - this time creating a new email - and explaining the whole situation. I said I had no idea why they had no record of me calling them, but I had been told I was eligible for a replacement bag to be sent out, and that I was not happy with the service I’d received from the person handling this issue via email. To this new email, I received absolutely no response. I emailed again, only to still receive no response. I’ve never experienced such dreadful customer service from a company that I thought was exemplary in this regard, and whose products we have purchased numerous times over the years. I am completely put off from ordering anything with them again, and will be advising anyone else to do the same.

The staff at Oxford street repair studio went to great lengths to find and order a replacement lock for my old Lock n Roll case and then fitted as well, splendid service Thankyou Jim G

Both wheels on an oldish Samsonite suitcase were in need of replacing due to a combination of years of wear and tear and careless baggage handlers. Chez did the work on the spot. Total cost £18. Brilliant service!