Samsonite Reviews 613

My case was damaged during a recent flight from the USA back to the UK. What looked like one of the trims around the handle had sheared off, and I expected to receive a replacement trim. I was very surprised (and delighted!) when a whole new handle assembly arrived, plus screws and tap set at no cost to me.
The case is less than one year old, but I would not have expected Samsonite to replace this free of charge when the issue was clearly caused by airline handling damage. Having said that, the design is flawed because the trim sits 2-3 mm higher than the body of the suitcase.
Anyway, well done Samsonite - terrific customer service.

My whole family have had Samsonsite cases for 35 years+. A few years ago we purchased a new very lightweight set (whilst still keeping our old set for storage at home). After a number of years of heavy use a retractable handle snapped in transit. I logged on to Samsonite, found the replacement handle and they dispatched it to me free of charge within days. The Company is amazing - I will never buy a competitor brand. Loyalty is assured.

I have a set of luggage one large one cabin size which was bought as a present by my ex fiancee from costco. After 5 uses the large case is cracked and the lock is very loose and unsafe. After contacting samsonite they say because I do not have the receipt they will not do anything. Samsonite is supposed to be a reputable company 🙄 I will never purchase anything from them again a company that does not take care of its customers in my eyes is not worthy of any more business from my family and friends!!!

AS PER YOU REPLY . YOU ASKED MY TO CONTACT COSTCO HOWEVER AS PREVIOUSLY STATED I DO NOT HAVE A RECEIPT AS IT WAS A PRESENT . COSTCO ARE UNABLE TO HELP AS YOU ARE THE MANUFACTURE PLEASE CAN YOU HELP

Contacted Samsonite after a wheel was damaged in transit. Ordered and received new wheel within a week. Perfect match to the original and at no cost.
Absolutely first class service
Thank you.

I had an exceptional experience at the branch on Oxford Street today, thanks to Chez.

From the moment I walked in, Chez exuded professionalism and made what could have been a frustrating visit, as I had an issue with my cabin luggage, into a genuinely enjoyable one. His deep knowledge of the products was evident, and he took the time to address all my questions with clarity and expertise. Chez is a true gem for your company, delivering outstanding customer service that sets a high standard. I highly recommend Chez to anyone looking for a seamless and pleasant experience.

Thank you, Chez, for making my visit memorable!

They don't car about their casumers after they get their money

We were bought two samsonite suitcases from John Lewis store for our retirement .
The locks on both cases broke on our first trip through the airport .
The design and quality of the locking latch on the zipper pulls is terrible.
Samsonite are terrible to contact.

I contacted Samsonite after a wheel was damaged during a flight. I have had the case a number of years. Following a quick clarification to determine specific model and location of damaged wheel I was sent a replacement wheel assembly free of charge. Samonsite also thanked me for repairing it! What a great example of a caring organisation. Many thanks, Jim

Recently had issue with my case the handle once out would not retract. The case is around 6 years old but still in all other respects good so I decided to investigate and found a dodgy spring in mechanism stopping retraction. using their customer care website found a replacement handle assembly for my case using serial number. Ordered one for about £30. Came within 10 days and easy to fit. They are expensive cases so fitting the new part was far cheaper than throwing it and getting a new one. So for the ease of replacing part which I suspect was a 1 in 1000 failure via the company spares service I am very satisfied.

Airport handlers managed somehow to break the handle, was simple to remove to travel home and the spare part arrived with the week, case in full working order and back in the cupboard waiting the next adventure

Spotted that the hinges on our suitcase were beginning to split, after many years of heavy use.
Having had a positive experience with Samsonite before I looked on their website. It told me where to find the case Identification and lead me to the right spare parts.
I filled in.my details and within a week the new hinges had arrived COMPLETE WITH THE REQUIRED TORX KEYS!!
Well done Samsonite!

Brilliant service in store at the repairs section. Riccardo knows his trade and Rowan went above and beyond to help. Professionals in their field and a pleasure to deal with. They both did Samsonite proud.

Went out of the way to do a successful quick fix in lieu of the right part. Very friendly and professional.

Super fast super efficient

Ricardo Chez was super helpful, very professional and smiling ! It is appreciated to receive a service like that ! I am very happy about the result ! Grazie

I arrived in London & noticed the hinge of my suitcase had detached from the shell. Called the Samsonite service centre in Oxford St.& visited the same day (2nd June),was attended to by Chez efficiently & seamlessly whilst we waited and as it was inconvenient to walk around London with a suitcase he kindly advised us of the delivery service.
Very satisfied,thank you

RCS💎

Ok so I needed a spare part for my suitcase that was under a 10 year guarantee, I ordered online and within 2 days I had received them. What a fab service.

Very easy and efficient (and free!) spare part service, well done!

The team were very helpful. They repaired the handle of my Eastpak Duffle Roller bag well - it did take a while to get the part but did a great job. They were also able to fix a broken clip fast. Great location for a repair service. Thank you

Very happy about the special offer to repair a Samsonite trolley for free! It looks and works like new. Thank you!