We bought a suitcase in 2023 and this year we discovered that 2 of the back spinner wheels were completely worn down. First we were annoyed that they did not last longer, but then we discovered how ea... See more
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Review summary
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Reviews shaping this summary
Very pleased to be able to repair my suitcase. Long wait for the spares but easy to order and good instructions on the website to find the right spares for my model.
Company replied
Excellent spare wheels. My suitcase feels like its new again. Easy to change. It took about a month to get the parts, but i was in no rush, so not really a problem.
Company replied
I ordered spare parte. Ordering process was perfect, with a good price, but first delivery was lost. Second delivery was fast, with all pieces and a mounting tool... of the wrong size. Luckily, I had... See more
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3.7
Average
1K reviews
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Replied to 84% of negative reviews
Typically replies within 1 week
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Easy and with good cause
I was surprised that my 6 years old luggage still had spare parts available and that the cost was minimal. Could not be happier about being able to repair product in a culture where everything broken gets thrown away. 100% support this policy that is not only environment friendly but easy and cheap aswell.
September 11, 2025
Unprompted review
Reply from Samsonite Europe
Hi Jiri,
Thank you very much for your thoughtful feedback!
We're delighted to hear that you were able to find the right spare parts for your 6-year-old luggage and restore it with ease and minimal cost. At Samsonite, we truly believe in extending the life of our products wherever possible — not only to support our customers, but also to contribute to a more sustainable, repair-friendly world.
Your appreciation of this approach means a lot to us. Thank you for supporting our commitment to durability and environmental responsibility.
Wishing you many more years of reliable travel!
Kind regards,
Samsonite Europe
Great Support - Happy Case
My Aeris Samsonite case has seen a lot of flying miles over the last 8 years and withstood the rigours of many airline baggage handling crews UNTIL last year when one of the front wheels was broken off, a three wheeled case is a challenge to manage.
The UK Samsonite team, primarily Naz as a point of contact , identified the case type and the style of wheels necessary from photos , after additional e mails, I am thrilled that a new set of wheels were despatched promptly , and we are " both " ready for our next adventure . Such a positive response from Samsonite , free of charge , with great support from their colleague Naz
September 30, 2025
Unprompted review
Reply from Samsonite Europe
Hi Keith,
Thank you so much for sharing your experience!
We’re delighted to hear that your Aeris case has been such a reliable travel companion over the years — and even more so that we could help get it ready for many more adventures. Our team, especially Naz, will be thrilled to know their support made a difference.
At Samsonite, we’re committed to keeping our products going strong, and it’s always rewarding to see this commitment appreciated. Thank you for your kind words and trust in our service.
Wishing you and your case many smooth journeys ahead!
Kind regards,
Samsonite Europe
Bought a Major-Lite Bag Flew twice and…
Bought a Major-Lite Bag Flew twice and broke
The Major-Lite bag that I bough from Samsonite broke on of the hinges literally after 2 flights.
Contacted Samsonite to try and get the bag swapped due to the fact that it was basically brand new and was offered a fix or fix it youself solution.
I argued that the bag was new, around 4 weeks old now but only 2 weeks when the damage happened.
Payed 5499 NOK for the only for it to be as good a thrift shop luggage .
October 1, 2025
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you for your feedback, and we're truly sorry to hear about your experience with your Major-Lite bag.
We understand how frustrating it must be to encounter damage so soon after purchase. Please know that Samsonite products are designed and tested to meet high quality standards, and we take all feedback like yours very seriously.
Regarding your case, we would like to clarify that our warranty covers manufacturing and material defects, but not damage caused by handling during travel or misuse. This is a standard industry practice, and our warranty terms are available for reference on our website.
That said, we’re committed to helping you as best we can. If you haven’t done so already, please feel free to contact us again at info.norway@samsonite.com
with photos of the damage and a copy of your proof of purchase so we can review your case further.
We value your trust and hope to find a satisfactory solution for you.
Kind regards,
Samsonite Europe
A star is way too much
A star is way too much. Had 1 issue with a luggage in 10 years , with many purchases from their stores. I contacted service via all means , even offered to pay for the repairs, got no reply. The only reply I got was from the local samsonite store and it was quote “we are not even sure you own an original samsonite luggage”. From that point rest assured myself and my kin will never purchase another samsonite product. I deeply regret investing thousands of euro in samsonite by now. Don’t repeat my mistake.
Later update : after a bit of fuss , emails and phones , I got my handle repaired by Christmas Eve at a cost of 20€ plus shipment. I don’t mind the cost , but 3 months is a long time to repair a handle , so the star remains valid.
September 30, 2025
Unprompted review
Reply from Samsonite Europe
Dear Mihai,
Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience and the frustration it has caused, especially given your long-standing loyalty to Samsonite.
We would like to investigate this matter further and see how we can assist you. Could you please send us photos of the suitcase along with a copy of the purchase receipt? You can email them to repairstatus@samsonite.com. This will help us better understand the situation and provide the appropriate support.
We appreciate your patience and hope to restore your confidence in our brand.
Kind regards,
Samsonite Europe
Great experience!
Great experience!
The wheels weren’t working properly anymore. I asked for the repair parts and I got it in time for free.
I used a tutorial video to change the wheels. Super easy!
September 30, 2025
Unprompted review
Reply from Samsonite Europe
Hi Maddalena,
Thank you so much for your kind feedback!
We're glad to hear you had a great experience and that the repair parts arrived on time.
It’s wonderful that the tutorial video made the wheel replacement easy for you.
If you ever need further assistance, we’re always here to help!
Kind regards,
Samsonite Europe
Not to be trusted
Not to be trusted
10 year warranty is not respected even though the luggage was defective from the start. I had bought 2 of them the same day and 1 of same was defective and had to be repaired. Samsonite Belgium refused to repair it and sent us an estimate of 180 e
April 21, 2025
Unprompted review
Reply from Samsonite Europe
Bonjour,
Merci pour votre message. À ce stade, nous ne disposons pas de suffisamment d’informations pour pouvoir vous aider efficacement.
Afin de pouvoir examiner votre demande plus en détail, nous vous invitons à nous envoyer les éléments suivants à l’adresse repairstatus@samsonite.com :
Des photos claires montrant les dommages constatés
Une copie du reçu ou de la preuve d’achat
Nous vous rappelons que notre garantie couvre uniquement les défauts de matériaux et de fabrication. Si le problème ne relève pas de la garantie, nous proposons une réparation payante, si possible, afin de prolonger la durée de vie de votre produit.
Nous restons à votre disposition pour toute question complémentaire.
Cordialement,
Samsonite Europe
Replacement part for free
Wheel fell off after a year of use, free replacement was shipped without even asking for proof of warranty.
September 21, 2025
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you for your review! We're glad to hear that you received the replacement part quickly and that the repair was easy to carry out. It's great to know that our service could support you even for a suitcase you've been using for some time. We appreciate your trust in Samsonite and wish you many more smooth travels!
Kind regards,
Samsonite Europe
Self repair
I had a repair and did it by myself. Super easy to get the free delivered parts and easy to repair (wheels).
I appreciate this service very much also for my suitcases I bought some years ago. Thank you Samsonite
September 28, 2025
Unprompted review
Reply from Samsonite Europe
Hi Timo,
Thank you for your kind words! We're happy to hear that the self-repair process was smooth and that the replacement parts arrived quickly. It's great to know that even for suitcases purchased years ago, our service continues to meet your expectations. We appreciate your trust in Samsonite and wish you many more worry-free travels!
Best regards,
Samsonite Europe
Extremely Poor Service from Samsonite UK and UPS
I ordered a Samsonite Proxis Spinner 69cm suitcase online on 25th August (Order Reference: UK00827499, UPS Tracking: 1ZW138E46833507384). Having bought several Samsonite suitcases over the years, I have always valued their quality. Unfortunately, this purchase has been overshadowed by extremely poor service.
Despite providing my correct contact details, the suitcase was marked as “delivered” to my front garden — yet the proof photo clearly showed it was not my property. I received no phone call, no email, and no update. After days of frustration, I was forced to search my street and neighbouring streets myself. Eventually, I found the parcel abandoned in a neighbour’s garden on an adjacent road, without their knowledge or consent. This left me looking as though I was trespassing, wasted my time, and could very easily have resulted in theft.
Even more concerning, UPS had been communicating with the wrong person in my household, not me — despite Samsonite having all of my correct details.
This raises serious concerns:
* Why was I not contacted directly?
* Why was the suitcase left in someone else’s garden without informing them or me?
* Why was UPS emailing the wrong person instead of the actual purchaser?
The entire experience reflects unacceptably poor service from both Samsonite UK and UPS. It has left me questioning whether I can trust Samsonite with future orders.
SM London UK
August 6, 2025
Unprompted review
Reply from Samsonite Europe
Dear Samuel,
Thank you for bringing this matter to our attention.
Please accept our sincerest apologies for the poor delivery service you experienced with your recent order!
This is far from the standard of service we want for our customers. While the delivery process is handled directly by UPS, and we are not involved in the decisions made by individual drivers, we fully understand that such issues directly reflect on your overall purchase experience with us.
Even though we provide UPS with the contact details associated with each order, we cannot always guarantee that a driver will make a call upon delivery, as UPS drivers often only have their own personal phones, which are not used for contacting customers individually, unfortunately.
Your case has been escalated to our logistics department, who will follow up with UPS to ensure this incident is addressed as a learning point for the local delivery teams and to help prevent similar situations from occurring in the future.
We are truly sorry for the inconvenience and frustration this has caused you, and we thank you for taking the time to share your feedback with us!
Kind regards,
Samsonite Europe
Team Samsonite Online Europe
Extremely disappointing repair service – Reference 0944112
I sent my Samsonite suitcase for zipper repair (Ref. 0944112). When I got it back, the repair was not done at all. To make things worse, the suitcase was returned to me dirty and in worse condition than before.
I paid for a service that I never received, and this is completely unacceptable. I have lost trust in Samsonite’s repair service and will not risk sending my luggage again.
Very poor experience – I strongly advise caution if you are considering using their repair service
EDIT 10 October 2025 after my previous review:
I was clearly told I would get an answer from Samsonite’s customer service within 3 days.
It’s now been over two weeks, and I’m still waiting.
I even sent a follow-up email, and guess what? Still absolutely no reply.
Honestly, this is unbelievable for a brand in this price range. They’re quick to take your money, but when it comes to after-sales support, it’s just radio silence.
Once the purchase is done, it feels like “thanks and goodbye”. Very disappointing. The product itself may be fine, but a premium brand with a non-existent customer service is just not acceptable.
September 26, 2025
Unprompted review
Reply from Samsonite Europe
Hi Hicham,
We're very sorry to hear about your experience with our repair service. We understand how frustrating it must be to receive your suitcase back in worse condition and without the requested repair.
We’ve seen that you’ve also reached out to our customer service team via email. They will follow up with you shortly to address your concerns and find a suitable resolution.
Thank you for bringing this to our attention — we truly value your feedback and hope to restore your trust in our service.
Kind regards,
Samsonite Europe
Great customer service
One of the wheel of my suitcase was broken after an intensive use over many years. I asked for a spare part and received it for free within a few days. I'm highly satisfied with the service. Thank you.
September 24, 2025
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you so much for your kind words! We're thrilled to hear that you’re satisfied with our customer service. It's great to know your suitcase has served you well over the years, and we're happy we could help with the spare part quickly and free of charge. If you ever need anything else, we're here for you!
Kind regards,
Samsonite Europe
I love my case
I love my case and use it very regularly for work. I’ve had to get the wheels replaced and the handle broke this week, due to its age and the amount of use it gets. I sent a request for the handle to be replaced and the part came within a week. For anyone who travels a lot these cases are solid but also there is the added support that with 10 years your broken parts can be replaced. This is extremely valuable. I wouldn’t buy another brand.
September 24, 2025
Unprompted review
Reply from Samsonite Europe
Hi Joanne,
Thank you so much for your enthusiastic review! We're delighted to hear that your case has been a reliable companion for your work travels. It's great to know that you were able to make use of our repair service and that the replacement part arrived quickly. Our cases are built to withstand frequent use, and we’re proud to offer long-term support through our 10-year warranty. We truly appreciate your loyalty to our brand – thank you for your trust!
Best regards,
Samsonite Europe
Low quality notebook backpack
I have bought a LAPT. BACKPACK 14.1" BLACK online about 1.5 years ago and the back pack has a reflective strip next to the zippers, The reflective strip is delaminating and peeling off making the backpack looking very ugly and untidy. The lower quality of the backpack is beyond my expectations from your brand.
September 9, 2025
Unprompted review
Reply from Samsonite Europe
Hi MC,
Thank you for reaching out and for bringing this to our attention.
We’re sorry to hear about the issue with the reflective strip on your backpack. This is certainly not the experience we want you to have with our products, and we would like to investigate this further to see how we can assist you.
Could you please send us a few clear photos of the defect, along with a copy of your proof of purchase, to the following email address: repairstatus@samsonite.com? Once we receive this information, our team will be happy to assess the situation and get back to you as soon as possible.
Thank you in advance for your cooperation.
Kind regards,
Samsonite Europe
they lost my order- no answer
i bought via samsonite webapge on 20th august 2025. until today there is still no sign of my order however the purchase value is already deducted from my account. neither Samsonite nor UPS admit my package is lost. UPS points to Samsonite, Samsonite points to UPS. Samsonite does not answer my e-mail where I ask them to admit and transfer my money back. customer service of Samsonite is incredibly slow takes ca. 1 week to answer to e-mails.
August 20, 2025
Unprompted review
Reply from Samsonite Europe
Hi,
We are truly sorry to hear about your recent experience with your order and the delay you are facing!
This is certainly not the level of service we want to provide, and we sincerely apologize for both the inconvenience and the communication issues you’ve encountered.
In order for us to assist you as quickly as possible, could you kindly provide us with your order number and/or the email address used to place the order? Please send this information to us at customer.care@samsonite.com, so that our customer care and logistics teams can immediately look into the situation and work on an urgent resolution together with UPS.
We fully understand how frustrating this must be, and we want to assure you that we are committed to resolving this matter for you as quickly as possible. Thank you very much for your cooperation and patience, we truly appreciate it!
Kind regards,
Samsonite Europe
avoid samsonite at all costs
samsonite got my suitcase back on the 17th of july and since then i have tried to call them every day since that day to get my refund. Every time i call it says call busy, i have called all the london stores who say they cannot help because it is not their department, i have tried to email them constantly with no reply, i have tried the lvie chat which does not connect. I have tried every means available to get in contact with a huge company like samsonite and have gotten nowhere. I am missing my money, and dont even have the suitcase. I am so angry and annoyed at this whole experience, for a suitcase that costs this much, and for a company worth so much, the least i would expect is some assistance with my refund. I would urge everyone to not shop with samsonite and get your suitcase from somewehre else, because if you need to return or change something you will be missing hundred of pounds.
August 27, 2025
Unprompted review
Beware Samsonite warranty not worth the paper it’s written on follow-up
Samsonite did contact me and said both my cases used on different occasions with exactly the same issue, wheel bucked causing the shell to crack was caused by impact. When I took both cases off the carousel on both trips, there was no damage.
As you can all see Samsonite don’t care and why would I accept a discount on 2 more Samsonite cases?
Would you?
August 20, 2025
Unprompted review
Reply from Samsonite Europe
Hi Mrs Hope,
Thank you for your feedback. We're sorry to hear that you are not satisfied with the offered solution. We fully understand your disappointment, even if this may not have been the outcome you hoped for.
We have carefully reviewed your case and proposed a fair resolution. As there is unfortunately nothing further we can add, we consider this matter closed.
Kind regards,
Samsonite Europe
Customer Service is MIA
The zipper broke on my Samsonsite suitcase. The suitcase is under warranty so I phoned Samsonite's customer service to ask for a warranty repair. I called several times over three weeks. Each time I waited over 30 minutes for a customer service agent to answer, and each time I ran out of time and had to hang up before anyone answered.
So I tried emailing customer service. It took 1 week for them to respond. They asked for more info, which I provided by email in 1 day. It's been three weeks since then, with no acknowledgement or follow up response.
July 20, 2025
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you for your feedback regarding your recent experience with our customer service team. We're very sorry to hear about the trouble you've had reaching us and the lack of follow-up on your repair request.
Based on the details you shared, it appears you may be located in the United States. As this review reached our European team and we could not locate any communication in our system, we would like to ensure your case is handled by the correct regional support team.
Could you kindly forward the details of your issue — including your location, proof of purchase, product model, and any previous correspondence — to repairstatus@samsonite.com. We will forward your request to our US team.
Again, we sincerely apologize for the inconvenience and appreciate your patience.
Kind regards,
Samsonite Europe
Bought a samsonite suitcase last year…
Bought a samsonite suitcase last year in New York . I tried to use it to travel in July and the whole handle came off in my hands . I was mortified . Nearly missed my flight .
Had to scramble to get another suitcase to use
July 17, 2025
Unprompted review
Reply from Samsonite Europe
Hi Adebimpe,
Thank you for sharing your experience, and we’re truly sorry to hear about the issue with your suitcase. That’s certainly not the kind of quality or travel experience we want our customers to have — especially at such a stressful time.
To help us resolve this as quickly as possible, could you please send the following information to repairstatus@samsonite.com
:
A brief description of the issue
Photos of the damaged area (especially the handle)
A photo of the product label or serial number (usually found inside the suitcase)
Proof of purchase, if available
Once we receive your details, our team will assess the situation and guide you through the next steps.
Again, we’re very sorry for the inconvenience, and we’ll do our best to make this right.
Kind regards,
Samsonite Europe
Great support
Great support. To be honest, I didn't know that such a high level of support still existed today.
We bought a SAMSONITE suitcase, probably about 25 years ago, I thought it was worn out since the wheels were totally gone, and now, thanks to the support, we got new wheels and explanation on how to mount them, and it looks like new again.
Great support, a great contribution to sustainability, and very unique in these times of over consumption.
August 4, 2025
Unprompted review
Reply from Samsonite Europe
Hi Steven,
Thank you for your wonderful feedback! We're delighted to hear that our support helped bring your 25-year-old Samsonite suitcase back to life. Sustainability and quality are core values for us, and your appreciation means a lot. We hope your suitcase continues to join you on many more journeys!
Kind regards
Samsonite Europe
The spare part was delivered super…
The spare part was delivered super fast! I really appreciate the fact that there are still spare parts available for a 10 year old case. That’s what call sustainability. Samsonite again and again!
August 8, 2025
Unprompted review
Reply from Samsonite Europe
Hi Markus,
Thank you for your kind words! We're delighted to hear that you appreciated the fast delivery and the availability of spare parts for your 10-year-old case. At Samsonite, we’re committed to durability and sustainability, and your feedback means a lot to us. We look forward to serving you again!
Kind regards,
Samsonite Europe
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