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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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
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 84% of negative reviews
Typically replies within 1 week
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Samsonite spare parts are excellent
One of my larger Samsonite bags was a bit mishandled by Shiphol staff, so one of the wheels partly broke. The bag is 2 years old and very nice, so I ordered a new wheel. Turned out that it was free of charge, and it was delivered rapidly.
June 5, 2026
Unprompted review
Reply from Samsonite Europe
Hi Christian,
Thank you for your kind review!
We're pleased to hear that the replacement wheel arrived quickly and that you were able to keep using your suitcase. It's great to know our spare parts service met your expectations.
We wish you many more smooth travels with your Samsonite luggage!
Kind regards,
Samsonite Europe
Wheels replaced - now nearly new again
So pleased to be able to find my old suitcase from Samsonite online and immediately ordere new wheels for it. Such good service I bought wheels for my other two suitcases too. Thank you!
May 23, 2026
Unprompted review
Reply from Samsonite Europe
Hi Simon,
Thank you so much for your wonderful review!
We're delighted to hear that you were able to find replacement wheels for your Samsonite suitcase and give it a new lease of life. It's even better to know that our service gave you the confidence to order wheels for your other suitcases as well.
Thank you for choosing us and for taking the time to share your experience. We wish you many more years of smooth travels with your refreshed luggage!
Kind regards,
Samsonite Europe
Unfair Experience with Delayed Birthday Discount
My birthday was in April, but I never received the birthday discount code. Since I was waiting and needed the items, I decided to go ahead and buy two suitcases anyway.
The week after my purchase, I finally received the code, so I contacted customer service to request a refund for the difference. Unfortunately, my request was not handled as I expected.
I’m disappointed because the code arrived too late and I feel I should have been able to benefit from the birthday offer.
The suitcases themselves are good quality
April 13, 2026
Unprompted review
Reply from Samsonite Europe
Hi Joakim,
Thank you for sharing your feedback and for your compliments on the quality of our suitcases. Happy belated birthday!
We are very sorry to hear that your birthday discount code arrived late and that your initial contact with our customer service did not meet your expectations. We always want our customers to have a great experience, especially when celebrating a special occasion.
We would love to make this right for you. Could you please send us an email at customer.care.be@samsonite.com with your order number and the birthday discount code you received? Once we have these details, we will process a refund for the price difference if you are entitled to it
Thank you for your patience, and we look forward to sorting this out for you quickly.
Best regards,
Samsonite Europe
Fantastic service from Samsonite
Fantastic service from Samsonite spare parts. My handle had cracked after many miles of service. New piece ordered online and shipped to my home. My Sammy is ready to go again. Thank you Samsonite.
June 6, 2026
Unprompted review
Reply from Samsonite Europe
Hello Liam,
Thank you very much for your kind feedback!
We are delighted to hear that you were able to easily order the replacement part and that your suitcase handle is now back in perfect condition. It’s great to know your “Sammy” is ready for many more journeys.
We truly appreciate your support and wish you many safe and happy travels ahead!
Kind regards,
Samsonite Europe
got spare parts after 9 years, free of charge.
Have had this cabin trolley for about 9 years (I am a frequent traveller) and the plastic handle had started to degrade and lose some parts. I wrote to their customer service and they sent me a new handle, free of charge. It was easy to change with the included tools and now it looks like new.
May 30, 2026
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you for taking the time to share your experience.
We're delighted to hear that your cabin trolley has served you well for nearly 9 years, especially with your frequent travels. It's great to know that our customer service team was able to help by providing a replacement handle and that the repair was straightforward with the included tools.
We believe that quality products should be built to last, and we're happy we could help extend the life of your trolley. Thank you for your continued trust in our brand, and we wish you many more smooth journeys ahead.
Safe travels!
Kind regards,
Samsonite Europe
Samsonite shop in City Concord.
Went to the Samsonite shop in City Concord, Luxembourg. Excellent service from Yan, very helpful and he guided us to exactly the product we were looking for. We'll done and thank you.
May 26, 2026
Unprompted review
Reply from Samsonite Europe
Hi Charlie,
Thank you for your wonderful review.
We’re delighted to hear about your positive experience at our store in Luxembourg and that Yan was able to provide such helpful and attentive service. It’s great to know he guided you to exactly the product you were looking for.
We will be sure to share your kind words with Yan and the team. Thank you for choosing Samsonite, and we look forward to welcoming you again in the future.
Enjoy your new purchase and safe travels!
Kind regards,
Samsonite Europe
Ordered "Hinge" for our 14 year old…
Ordered "Hinge" for our 14 year old Firelite.
They were deliveried in just a few days and fits perfectly.
Now our Firelite are as new again
May 27, 2026
Unprompted review
Reply from Samsonite Europe
Thank you for your great review! We're happy to hear the hinges arrived quickly and fitted your 14-year-old Firelite perfectly. It’s always nice to know we could help bring them back to life and make them feel as good as new again. Enjoy your renewed Firelites!
Everything solved
No way. This is one of the best company in this business. All spare parts received quickly and work perfectly. My handbag is now ready for another 10 years of travels and trips. Thanks
May 25, 2026
Unprompted review
Reply from Samsonite Europe
Hi Umberto,
Thank you so much for your amazing feedback! We’re thrilled to hear that the spare parts arrived quickly and worked perfectly. It’s wonderful to know your bag is ready for many more years of travel and adventures. Happy journeys ahead!
Kind regards,
Samsonite Europe
Samsonite Aeris uit 2007
For our Aeris from 2007, I asked for price and availabilty of a set of 4 wheels.
They were not only available, but they send us a complete set of wheels FREE OF CHARGE!
This is what I call Great Customer Service !
Thank you,
Bas
May 20, 2026
Unprompted review
Reply from Samsonite Europe
Hi Bas & Annet,
Thank you so much, Bas, for your wonderful feedback! We’re delighted to hear that the wheels for your 2007 Aeris were still available and that we could help get your suitcase ready for many more journeys. Providing long-lasting support and great service is very important to us. Happy travels!
Kind regards,
Samsonite Europe
My Samsonite x-lite bag was almost…
My Samsonite x-lite bag was almost thrown away because of damaged wheels…then I heard you could order new ones and fix it yourself, it was supereasy to order new ones and I recieved them a week later…now the bag is almost as a new one!!! Fantastic, and I saved thousands of crowns ♻️❤️
May 22, 2026
Unprompted review
Reply from Samsonite Europe
Hi Malin,
Thank you so much for sharing your experience! We’re delighted to hear your X-Lite bag got a second life with the new wheels and that the repair process was easy and convenient. Enjoy your renewed bag, and thank you for supporting a more sustainable way to travel
Kind regards,
Samsonite Europe
Great company and after service
Great company and after service. Well done
May 19, 2026
Unprompted review
Reply from Samsonite Europe
Thank you very much for your kind words! We are delighted to hear that you are happy with both our products and after-sales service. Your feedback is greatly appreciated and motivates our team to continue delivering the best possible experience. We look forward to serving you again in the future.
If I could give 0 stars I would
If I could give 0 stars I would. Worse product and customer service I ever encountered. 10 years warranty? That is a scam. Bought a luggage a year ago from Amazon and I just got to use it last week for my cruise so I packed my clothes and close the zipper so I could lock it . The lock handle stuck. I couldn’t open the luggage to take out or put more clothes in as my cruise about to leave in a few hours so I had to cut the zipper line and transfer to another working luggage not a Samsonite brand happened to be an old over 10 years old luggage. I called the customer service they told me to go to a repair shop. Took it there and this guy was trying to charge me $ 20 to fix it. I was like sir it’s under warranty so the repair should be free. He agreed to fix it and not charging me the $20. So he was able to fix the lock but can’t do anything about the cut zipper line and told me to contact customer service. I called customer service and this agent kept telling me to go back to the repair shop and they are not responsible for the repair or replacement. What? What about 10 years warranty ? I asked for the manager and was told will be in touch in 24-48 hours? What kind of customer service is this? I doubt there will be manager calling me back. This product is a scam guys. DO NOT BUY. They will not responsible for their 10 years warranty advertising. And I’m wishing them bankruptcy days coming soon for them since they’re just another scammer on the internet.
May 19, 2026
Unprompted review
Reply from Samsonite Europe
Hi Claire,
Thank you for sharing your experience with us. We’re sorry to hear about the frustration this situation has caused.
To allow us to look into this properly and review what has happened with your case, please send all relevant details (including proof of purchase, repair documentation, and photos of the damage) to repairstatus@samsonite.com. Our team will then be able to investigate further and support you accordingly.
We appreciate the opportunity to review this with you.
Kind regards,
Samsonite Europe
My lock got damaged
My lock got damaged. Just by filling a quick form on the website I got replacement lock and even tools to replace it. Great customer experience
May 8, 2026
Unprompted review
Reply from Samsonite Europe
Hi Marcela,
Thank you for your review! We’re sorry to hear your lock was damaged, but we’re very happy we could help quickly. Providing a smooth and hassle-free replacement process is very important to us, so it’s great to hear that the form, replacement lock, and tools made the experience easy for you. Thanks again for your trust and support!
Kind regards,
Samsonite Europe
Excellent experience with Samsonite and…
Excellent experience with Samsonite and especially with Mehdi, the store manager in Brussels city center.
I’m very grateful for the repair service and the professionalism shown throughout the entire process. The service was efficient, welcoming, and truly customer-oriented.
The quality of the product is excellent, and the after-sales service perfectly reflects the reputation of the brand.
Very happy with my suitcase and with the repair carried out. Thank you again, Mehdi, for the kindness, support, and outstanding customer service.
May 16, 2026
Unprompted review
Reply from Samsonite Europe
Hi César,
Thank you so much for your wonderful review! We’re delighted to hear about your excellent experience with Samsonite, and especially with Mehdi, our store manager in Brussels city center.
We truly appreciate your kind words about the repair service, professionalism, and customer care throughout the process. It’s great to know that both the quality of your suitcase and the after-sales service met your expectations and reflected the standards we strive for every day.
We will make sure to pass your compliments on to Mehdi — he will be very happy to hear them. Thank you again for your trust and support, and we look forward to welcoming you back in the future!
Kind regards,
Samsonite Europe
Excellent service in sending a free…
Excellent service in sending a free replacement handle bar damaged during a trip.
May 13, 2026
Unprompted review
Reply from Samsonite Europe
Hi Fred,
Thank you for your kind words! We're glad we could quickly help with the replacement handlebar and get everything sorted for you. Safe travels and enjoy your rides!
Kind regards,
Samsonite Europe
Great company with excellent service
Great company with excellent service.
Will always stick to this company when I buy suitcases.
May 12, 2026
Unprompted review
Reply from Samsonite Europe
Hi Kurt,
Thank you for your kind words! We're delighted to hear you’re happy with our service and products. We truly appreciate your loyalty and look forward to helping you again in the future.
Kind regards,
Samsonite Europe
Im very impressed with the after care…
Im very impressed with the after care customer service for my Samsonite bag!!! It’s been 9 years since I’ve purchased these bag and they’ve helped me replace parts that have broken seamlessly! I got wheels, the lock, and the clip replaced within warranty and it was as easy as an email and ordering the parts to repair myself. I will continue to purchase Samsonite because they really follow through on their warranty. If I could give 10 stars, I would.
May 11, 2026
Unprompted review
Reply from Samsonite Europe
Hi Emmy,
Thank you so much for your wonderful feedback! We’re thrilled to hear that our after-sales service and warranty support have met your expectations, even after 9 years. It’s great to know the replacement process for your wheels, lock, and clip was smooth and easy. Your loyalty and kind words truly mean a lot to us — thank you for continuing to choose Samsonite!
Kind regards,
Samsonite Europe
Thank you very much for your gift
Thank you very much for your gift. I will use in the next trip sure.
Your people in the shop in Fidenza very very nice.
Bye bye
May 9, 2026
Unprompted review
Reply from Samsonite Europe
Hi Isabella,
Thank you so much for your kind words! We’re delighted to hear that you appreciated the gift and that our team in Fidenza made such a positive impression. We wish you a wonderful next trip and hope to see you again soon!
Kind regards,
Samsonite Europe
Suitcase fixed. Superb customer service.
The staff at the Brussels downtown store are super kind and very efficient. I brought a suitcase to get a broken zipper pull repaired during the “Repair and go” days. They found a solution even though the exact piece wasn’t available since my suitcase is a bit old and was bought in amother continent. It works wonders and it strengthens my confidence in the brand’s quality and commitment to durability and sustainability. Thank you!
May 9, 2026
Unprompted review
Reply from Samsonite Europe
Hi Aguilar,
Thank you for your wonderful feedback! We’re delighted to hear that our team at the Brussels downtown store was able to find a solution for your suitcase repair and provide you with such a positive experience. It’s great to know this reinforced your confidence in our commitment to quality, durability, and sustainability. We truly appreciate your trust in Samsonite and wish you many more great journeys ahead!
Kind regards,
Samsonite Europe
Lovely samsonite shop in the heart of…
Lovely samsonite shop in the heart of brussels. They helped me fix my old luggage. They were so nice. Beautiful shop. My compliments to Mehdi!
May 8, 2026
Unprompted review
Reply from Samsonite Europe
Hi Chadia,
Thank you so much for your kind feedback! We’re delighted to hear that you enjoyed your visit to our Brussels store and that our team was able to help you repair your luggage. We’ll be sure to pass on your compliments to Mehdi. We hope to welcome you again soon!
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