Interbrand Reviews 

I got the luggage scale and three days into my trip, it broke. I o ly got it because of the brand and the quality, aweful purchase

Received pathetic service from the online store.
After placing an order on 30-11-2025 I have still not received my order on 24-12-2025.
I had to call the customer service several times to enquire about my order only to be informed that one item was out of stock. And yet no one had the decency to inform me of such information.
I proceeded to ask for a refund for the one item and still have not received the refund nor my package.

If I had known it would have taken this long I would never had place an order online and would have proceeded to purchase in store.
The level of customer service received was beyond pathetic, no follow ups on orders or enquiries. The items were for a Christmas gift and now I don’t have them as planned.
I will definitely not be using this online platform again.
Do better Cellini luggage. For a big brand like yourself it is imperative to step up your customer service game.
Extremely dissatisfied with the entire encounter with this company.

Ok so Im going to be honest... I saw all the bad reviews on a few places and it really stressed me out. But I got my suitcase in just a few days with a lot of friendly help from Cellini's staff on the phone.

Cellini Review

I recently visited the Celine store at the Mall of Africa with the intention of purchasing a travel bag. Unfortunately, my experience was marred by poor customer service. The sales associate seemed disinterested and annoyed, only becoming attentive after I made a purchase. Her demeanor suggested that she had preconceived notions about my ability to afford the products, which was off-putting. I hope that the store will take steps to improve the training and attitude of its staff to provide a better experience for customers.

Cellini store Mall of Africa shop no; 1035

High prices with poor quality suitcases. My wife and I both bought a 3 piece Cellini luggage set. In less than a year I’ve had a rubber lining tear and a zip broken and my wife has 2 zips broken.

I would not recommend them again. They may have been good in the past but not anymore.

I am extremely disappointed with the service I received from Cellini Bags in Sandton City regarding my Ted Baker luggage. My husband purchased this beautiful and luxury bag as a gift, and I have taken excellent care of it.

While using the bag, I extended the telescopic handle, and the weight of my clothing (less than 23 kg) caused the plastic surrounding the handle mechanism to crack. This is clearly a manufacturing defect and a flaw in the strength of the materials used—something I explained thoroughly to the Cellini team. However, instead of standing behind the quality of the product, they dismissed my concerns and blamed airline damage, despite my clear explanation that this did not happen during a flight.

As a high-end luxury brand, I expected Cellini and Ted Baker to uphold a high standard of service and customer care. Instead of offering a proper resolution, they applied plastic cement to the crack in the messiest, most unprofessional manner possible. The repair is embarrassingly bad, something my toddler could have done better. This “solution” completely tarnishes the exclusivity and elegance of the bag.

A five-year warranty should not amount to a cheap, amateur repair job. Other prestigious brands, such as Polo, have provided me with outstanding service in the past, replacing damaged items without question. Yet Cellini and Ted Baker seem content with offering subpar fixes rather than upholding their brand’s reputation.

As frequent travellers to luxury destinations, we carefully select brands that align with our lifestyle and expectations. This experience has left me deeply frustrated, disappointed, and questioning the integrity of Ted Baker and Cellini. I expect a proper resolution, and I refuse to accept this as the final outcome.

I demand answers and better service. A brand of this calibre should value their exclusive customers, not dismiss them.

Where do I even start. I purchased two travel bags online, 16/01/24 and to date I haven't received these items. I had to send an email requesting the status of my order. I then received the most absurd response from them, that they don't have the items at the warehouse, they had to get them from one of their store. They are actually not taking customers seriously. I placed an order with Makro the same day as this one, immediately got a response that I can expect my order by 27/01/25. To my surprise today I received it without any hassles as early as 0900.
A not so exclusive supplier exceeding customers expectations but an exclusive brand cannot exceed customers expectations.

A Cellini backpack I bought has worn badly. Out of its guarantee period, the webbing and zips are still functioning perfectly. However the grey material the back pack is made of is disintegrating. This item is used probably twice a year when travelling and always stored in overhead locker on a plane.
Did not expect a product made by Cellini to wear so poorly.

Probably of the worst service ever. After payment, no further communication to advise on progress of delivery. I made several calls to their reception, and got transferred several times to a non existent extension. I then proceeded to send several emails and 3 weeks later, there has been absolutely no response. I did however receive my package and the product was as expected, however, the service will definitely make me not purchase from them again.

I purchased a very expensive bag from Cellini and when I received it I did not like it due to the strap on the handbag being very long and not adjustable.

I emailed them the next day requesting to return it and have sent follow up emails and no one responds.

I tried calling them but no success.
I even went to their store in another city as we don't have one in my city to try and return it but the store said you have to deal with the online shop that I purchased it from.

Do not ever make the mistake of purchasing online from them, extremely poor customer service

No response watso ever money paid they dont email back or anything nor the items delivered

I had a Cellini suitcase for just a few months and the wheels started to give problem. Rather pay more for a samsonite bag

Honestly, I will never deal with Cellini Online again. Such poor service and the courier they use is just as bad.
I returned a bag which I had received after much unnecessary delay. and received confirmation about a week later to say it had arrived and the sales Dept was busy processing the replacement bag. That was 26 May. I’ve sent two emails since to enquire when it was coming but got nada, zilch, absolutely no reply.
Today is 01 June and still nothing.
Putrid service to say the least and worst of all, they couldn’t care less.
Cannot, will not, recommend them.

Placed an order on the 19th May 2023. Today is the 29th May 2023. I know they say between 5 - 7 working days, however there has been no means of tracking my order I am beginning to wonder whether I will receive my order at all. Tried emailing and to no avail have I received a reply. Tried calling the number on the website and the answering machine keeps telling me to press star to speak to someone. I've been pressing star and NOTHING! The customer service is really pathetic and I don't think I'll shop with cellinionline again.

I am trying to do an exchange for a handbag that is too small - online does not give measurements and the photos are misleading.
Trying to get hold of anyone is a no go. You get diverted to an answering machine with no recourse to speak to anyone.
Emails are never replied to either.
Their products are not cheap, but their customer attitude is.

Cellini Luggage - Still no idea when I will receive my order

I placed an order on the 4th of July 2022, after emails and calls, I still have no idea when I will receive my order. To date, I either get transferred or cut off, and when someone does answer I get a sigh.. The customer service is terrible. I will never order from them again. Customer service is IMPERATIVE when you run a business, I know I run 3 businesses!

In 2014, having travelled extensively through Africa, I purchased a Cellini suitcase from the Matador in Rosebank, Johannesburg, before travelling home. The store sold Samsonite and various well known leading brands, and the suitcase appeared of good quality.
Having only used the suitcase domestically in Australia on a handful of occasions, I was frustrated when it no longer rolled freely, and on inspection, was disappointed to find one of the wheels had completely decompensated.
As the suitcase was still under the 5 year warranty, I double checked the Warranty, confirming it was a warrantable issue, before contacting the company by email, submitting full details of time and place of purchase, photos of the receipts, and photos of the damage. I pointed out that the suitcase had only been used on some 5 occasions, and that all 3 other wheels were in excellent condition, suggesting that this was clearly not a case of "wear and tear", but a single faulty wheel.
The company agreed it would provide a spare wheel free of charge, however courier costs would be "on your account".
I replied quoting their own Warranty policy, which clearly states:

8.  If the warranty applies, you will be notified as to whether the product will be repaired, replaced (with the original product or a comparable product) or refunded. Any such repair or replacement will be at our expense.

They reiterated that whilst they were happy to supply the part "free of charge", shipping would be at my expense.

I asked where my nearest approved service/repair centre was, pointing out that even if I paid for it, if I were to repair it myself, it would void the warranty. I was told they are only based in South Africa, and thus my only option would be to pay for delivery of the part, attaching a quote for $60 AUD.

I double checked with the Australian Consumer Commission (ACCC), who confirmed that if the matter was a warrantable concern, which Cellini was accepting by offerring the part at least for free, than it should be  repaired or replaced at the expense of the company, and not the consumer, as per their own policy.

Unfortunately for me, they do not have jurisdiction beyond Australian shores. I did email the South African equivalent, but not surprisingly, received no response.

Despite mutiple attempts to point out the warranty clauses, the company have refused to properly honour it, and ultimately, its now being repaired locally at a lower cost.

I cannot recommend this company nor their products, and can only stress "buyer beware"...choose another brand!!!