Strandbags Reviews 60

Totally overpriced, poor quality and a waste of time warranty. $600 for travel luggage that was susceptible to scratches on the first trip and later one hinge breaking that is not cover under warranty. How useless is a warranty on travel luggage that doesn't cover damage during flight luggage handling? Its like buying a new car but if something goes wrong while driving it, it's not covered under warranty. Strandbags are selling luggage at huge costs that cannot stand up to travel handling and they are not prepared to stand behind their own product! What a SCAM

Web order worth $149.00. Plus delivery charge $16.95
Product returned by the customer, as not suitable, but the delivery charge would not be refunded.

Majority of the companies have a certain purchase threshold of $50 - $99, when the delivery is free.
Strandbag does not have that option.
They use 3rd party, ie; Aust Post for delivery.
So the customer gets penalised for a returned product.
It is not fair at all.

The store manager at the Strandbags Merrylands store is a vile and arrogant woman. She was unhelpful for a warranty repair follow-up and accused me of being rude and threatened to hangup on me just for asking for a follow-up on the repair and to call the repairer. She made me lose my cool and lash out on the phone. When my wife went to collect the repaired suitcase she was rude to her also and threatened to ban us both from the store and when questioned on her customer service, boasted that she had 14 years of customer service. Save your money and shop elsewhere.

The employee at Booragoon branch was rude and mean. Her name is Jen or Jan. i went to ask the other employee for a barbie suitcase, and she thought for a while but then this Jen/Jan immediately said , “no”. And the other girl looked at her confused.
Anyway I check online and it’s actually available in the branch. I am so disappointed with her customer service.
This happened on 5th Sept at around 1400. Very disappointed

Quite possibly the least user friendly click and collect service I have used. Unable to actually pay and reserve an item at a chosen store. Glad I avoided actually parting with money with the woeful online service

On Saturday night I purchased online 2 luggage that were shown as "in stock" in one of the shops closed to home.
The Credit card shows the debit but when i called on Sunday to pick up the items I was told that "Customer Service" needs to clear/verify the debit and release the purchase before items can be issued. Only when I called on Monday, Customer Service verified the purchase and release the items... to be picked up "1 to 3 working days"... Items that are in stock!!!!!! To add insult to injury, when I called the shop on Sunday, the lady hung on to me!!!... rude and incapable... Buy somewhere else

Purchased Samsonite Avant Ultra IV Soft Side Laptop Backpack (for use exclusively as school bag) in late 2021 (31/12/2021). Bag used during school periods of 2022, and early 2023 after which 2 the zippers started failing due to stiching failure.

Returned bag (with receipt) to one of their stores, was asked by the manager to leave with them and come back later in the day which I did so. Upon returning to the store I was told the following in the order below:

1. The zippers have failed but bag is out of warranty.

I questioned this as being incorrect as Samsonite clearly state the bag is covered by 2 years warranty, nevermind any additional warranty users are entitled to under Australian consumer law.

2. The manger then said 'The bag was purchase whilst on sale so It's not covered by warranty'.

I explained to her that her statement is absured, and that purchasing the bag for $139 whether on sale or not is of no relevance in claming warranty for a failure caused by stiching (The same bag is currently selling on Amazon AU for $139).

3. 3rd and final excuse rolled out by the 'manager' was "Sorry we can't provide warranty or send to Samsonite for their consideration as the failure is due to wear & tear".

I pointed out the failure of the zippers was caused by failure of stiching and not related to any abuse, and that I would appreciate it if they could send the bag back to the manufacturer Samsonite for their judgement. She refused to do this citing the fact that her state manager had refused to do so.

To me the fact that she changed the reasoning / excuses 3 times in a matter of ~2 minutes indicated that this company & their manager/s had no intention of providing any aftersales support.

I left the store taking the bag with me so that I can contact Samsonite directly, to arrange at least the consideration of warranty.

Trying to contact anyone in customer service is impossible they don't answer the phones or reply to emails, I'm trying to track a parcel that I didn't receive, NZ post has been brilliant but this firm has no customer service.

Anna from the Hornsby branch of Strandbags has been amazing and has gone out of her way to assist me in getting a suitcase cover for a suitcase I purchased a few months ago. I have purchased a few items from this branch and Anna and Joy and all the Hornsby staff are always extremely helpful!

Very poor customer service especially from their Indooroopilly store. Sorry for the long story and I know nothing will change, but, I walked in at 9-9:30 this morning to purchase the Samsonite luggage for a birthday gift, there were only 3 customers in total including me, one assistant was helping the 2 ladies the other assistant was unpacking stock, I was there for about 10mins when I found the suitcase, I pulled it off the shelf thinking this might prompt her to help me but no, I had a look inside the case etc, still no help. I was happy to buy it then, but cause I was ignored I walked out. When I gotten home around 12:30pm, I looked online and it was on sale, lucky me! so I purchased a 'Click & Collect at that store (mistake). By 2:40pm I received a call saying it was ready, I thought that was quick and confirmed with the assistant that I hoped that the suitcase was NOT shelf stock as I wanted to new one, she said "No" it wasn't. I went in to collect it and saw that the suitcase that I viewed that morning was not on the shelf and asked the young assistant if this one was shelf stock she kept saying "No, not sure, I just started my shift I can have a look to see" I knew it was cause she couldn't really explain where the one from the shelf was, after awhile she eventually admitted it was. I could of left it there, but I needed it by this weekend. When I got home, there was no instructions on the TSA lock. I called the store and spoke with a different assistant, I explained about the customer service I received and she kept saying "Sorry about that" I asked should there be instructions as I didn't get a run down on how it works she said "Yes, but if there's none then to google it". I know I'm just another customer but I'm a paying customer!
The End

Excellent customer service at Strandbags ,Marion Westfield shopping ctre SA. Samara was very helpful., she resolved my problem with another one of their stores, I was very happy 😊

I was told by customer service via email to take my suitcase to a Strandbags store to claim the 15 year warranty that my suitcase had. This warranty was a big selling point pushed by the Strandbags salesperson when buying this suitcase. My email to customer service clearly outlined (written description & photos) that both of the external zips were faulty & broken on my suitcase. When I took it into the store I was told zips are not covered by the warranty & was given the number of a repair shop that I could contact at my own expense. I have only used this bag twice since I purchased it and only for domestic travel. I have now wasted a lot of money & time on this bag. The quality of the customer service and the suitcase is terrible & I would not recommend Strandbags to anyone!

Extremely disappointing and poor customer service especially from their
Wetherill Park store staff who don’t assist their customers.
They refer their customers to the Strandbags Customer Service team but they don’t reply to online or email requests nor will they answer phone calls making it impossible to resolve issues

Toni at Strandbags DFO Melbourne went out of her way to assist me when I had a fault with my new suitcase, even though it was actually airline damage, she went above and beyond what is required to ensure that I was treated fairly.
Thanks Toni.
I'll definitely be back.

Staff in Parramatta ,New South Wales did not offer option of the faulty bag, only repair. Rundle Mall Adelaide where the bag was orginally bought advised that if faulty bag is return, then 1 option is to be repair. However, if bag needed asap then exchange to non faulty bag is another option. That is customer service. Parramatta staff, NOT GOOD, failed!!!

Went into my local Strandbags store today to use my loyalty club voucher and had another great experience with the lovely staff in there. Very friendly and extremely helpful staff. My favourite store in town for always having a great retail experience.

An employee names Deborah was being extremely rude and racist to me and my daughter on 28 March while we were shopping. We both speak fluent English but even if this wasn’t the case it is unacceptable. Please take action against this.

have had a better experience elsewhere, but they do have good products. I will buy again however it will be instore not online.