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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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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I overpacked my carry-on Samsonite…
I overpacked my carry-on Samsonite suitcase on a recent business trip at the end of January, which resulted in the hinge mechanism breaking under tension. I went onto the Samsonite website to find the relevant parts that needed to be replaced expectin to pay for them. To my delight, Samsonite shipped the parts free of charge. The card enclosed in the package when it arrived 10 days later said, "Thank you. Your choice to repair your product contributes to extending its lifespan and reduces the strain on our planet." I love this mindset and philosophy from Samsonite. I was able to change out the old parts for the new ones within 20 mins. I am delighted my suitcase is useable again.
February 14, 2026
Unprompted review
Reply from Samsonite Europe
Hi Mr Burke,
Thank you for sharing your experience!
We’re sorry to hear about the hinge issue, but we’re glad we could help get your carry-on back in shape. It’s great to know the replacement parts arrived smoothly and that you were able to complete the repair so quickly.
We truly appreciate your support of our repair philosophy — extending the life of our products together makes a real difference. Wishing you many more successful business trips with your Samsonite!
Kind regards,
Samsonite Europe
Thank you
Thank you, Samsonite for sending me the spare part free of charge.
February 24, 2026
Unprompted review
Reply from Samsonite Europe
Hi Viktor,
Thanks for your wonderful review. We are very happy to read we were able to help.
Kind regards,
Samsonite Europe
I have ordered spare wheels for my…
I have ordered spare wheels for my suitcase, to replace a broken one. Wheels have been easy to order and to replace. So I can continue to use my suitcase!
February 21, 2026
Unprompted review
Reply from Samsonite Europe
Hi EM,
Thank you for sharing your experience with us. We’re delighted to hear that ordering your replacement wheels was easy and that the installation went smoothly.
At Samsonite, we’re committed to helping our customers extend the life of their luggage, so it’s wonderful to know you can continue using your suitcase.
We appreciate your trust in our brand and wish you many more enjoyable journeys ahead.
Kind regards,
Samsonite Europe
Express delivery paid for, parcel never received and no real customer support
Order FR00820821 – an unacceptable experience.
I paid an additional €9.99 for Express delivery (UPS Express Saver) to ensure my daughter’s backpack would arrive before her departure abroad. The parcel was marked as “delivered” on February 18 at 10:25 a.m. in Clamart (France), signed for by “Camille.” The problem: it was never delivered to my address.
UPS confirmed that this was a delivery error. The parcel was handed to a third party, and there was no mention of any pickup point in the tracking information. Despite this, Samsonite’s customer service repeatedly sent standard replies stating that it was delivered to a “private pickup point,” without addressing the factual information I had provided.
After several follow-ups, no manager contacted me. Only the €9.99 Express delivery fee was refunded.
Beyond the delivery mistake itself, the real issue is how the case was handled: lack of proper review, repetitive template responses, and no genuine ownership of the problem. When a customer pays for Express service, they are entitled to expect proper delivery — and responsive customer support when something goes wrong.
Very disappointing experience.
February 20, 2026
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you for taking the time to share your experience regarding order FR00820821.
First and foremost, please accept our sincere apologies for the inconvenience and frustration this situation has caused you — especially given the importance of receiving the backpack in time for your daughter’s departure. We fully understand how disappointing this must have been.
We are very sorry to hear that the parcel was marked as delivered but was not received at your address, and that UPS later confirmed a delivery error. This is certainly not the level of service we aim to provide, particularly when an Express delivery option was selected to ensure timely and secure delivery.
We also regret that your subsequent contacts with our customer service team did not meet your expectations. Receiving repeated standard responses instead of a thorough review of your case is understandably frustrating. Your feedback regarding the handling of your request and the lack of follow-up from a manager has been noted and will be shared internally to help us improve our processes and communication.
While the Express delivery fee has been refunded, we recognize that this does not fully compensate for the inconvenience and stress caused. Please rest assured that we take situations like this seriously and will continue to review this case with the carrier to prevent similar occurrences in the future.
We truly value your trust in our brand and sincerely regret that this experience has impacted it. Should you wish to discuss this matter further, we remain at your disposal.
Kind regards,
Samsonite Europe
One of my wheels broke after May years…
One of my wheels broke after May years of using the suitcase carryon and I ordered a replacement free of charge from Samsonite. Excellent service and fast shipping. Thanks Samsonite
February 11, 2026
Unprompted review
Reply from Samsonite Europe
Hi Don Porcon,
Thank you so much for your kind words and for taking the time to share your experience. We’re glad to hear that your carry-on has served you well for many years and that our team was able to assist you quickly with a replacement wheel.
At Samsonite, we strive to provide durable products and reliable service, so it’s wonderful to know we met your expectations.
Thank you for choosing Samsonite, and we wish you many more great journeys ahead!
Everything perfect 👌.
February 19, 2026
Unprompted review
Reply from Samsonite Europe
Hi Misch,
Thanks for your 5-star review!
Kind regards,
Samsonite Europe
*** DO NOT BUY Samsonite Ecodiver ***
If you want to be the laughing stock of every check-in desk and queue in the world, get yourself a Samsonite Ecodiver Duffle…it absolutely refuses to stay on it’s feet. Instead, every time you shuffle forward in the queue it will take a dive, face down in the dirt! Don’t even think about leaving it anywhere, concourse, bus stop, cafe, hotel lobby for example, it’ll just fall flat on its face. And to make it worse I chose the white finish!
I reported this to Samsonite customer services after my first use, but they just fobbed me off by saying I’d packed it incorrectly! and refused to accept there is a design flaw. So, I left it at that…until my second trip…four weeks travelling around Thailand, and what a pain in the rear the Ecodiver turned out to be. Without fail at each and every stay, no matter how I packed the case, it would topple over, defiantly refusing to stay on its feet. Don’t even think about stacking the Samsonite Ecodiver Backpack onto the extended handle of the Ecodiver Duffle (a claimed feature)…you’ll just end up having to constantly yank the wretched thing up off the floor each and every time you move it.
Considering this Samsonite Ecodiver combo (duffle & backpack) cost me £350 it’s not what I call throw away luggage (excuse the pun!)
As for the Samsonite customer service, forget it…not interested, as you’ll see from all the replies to any Trustpilot reviewer raising concerns…”contact the [non-existent] customer service for after sales care” is the standard response.
As you’ve probably gathered, I’m extremely disappointed in having chosen Samsonite luggage for my once in a lifetime trip. There are far superior, better designed options out there. If only I’d taken note of the other reviewers that have had the same experience with the Samsonite Ecodiver.
Unfortunately there’s no way to attach photos to these reviews, otherwise you’d be able to see exactly what I mean! You’ve been warned, spend your hard earned money elsewhere is my recommendation.
January 5, 2026
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you for taking the time to share your detailed experience. We are truly sorry to read that your purchase did not meet your expectations.
We are also sorry to hear that you felt unsupported by our customer service team. That is certainly not the level of service we aim to provide. We would like to clarify that there are real people behind the email addresses shared in our responses. Our customer care team consists of dedicated staff members who personally review and respond to each case, doing their utmost to assist our customers.
We would truly appreciate the opportunity to review your case again. If you are willing, please contact us directly via info.uk@samsonite.com and reference your previous case number so we can reassess the situation.
Kind regards,
Samsonite Europe
top customer service
A few years ago, I bought two Samsonite travel bags and hardly ever used them. Now, the rubber on the telescopic handle had become sticky due to age. I described the problem to customer service and they sent me replacement material free of charge. I think that's great, because it's sustainable and the very courteous service is a huge plus. I'll definitely be buying Samsonite products again in the future.
January 29, 2026
Unprompted review
Reply from Samsonite Europe
Hi Sylvia,
Thank you so much for taking the time to share your experience!
We’re delighted to hear that our customer service was able to help resolve the issue with your travel bags and that the replacement materials met your expectations.
Sustainability and long-lasting products are very important to us, so it’s great to know this was appreciated. Your kind words about our service truly mean a lot to our team.
We look forward to accompanying you on many future journeys — thank you for choosing Samsonite!
Kind regards,
Samsonite Europe
Excellent spare wheels
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.
January 30, 2026
Unprompted review
Reply from Samsonite Europe
Hi Thomas,
Thank you for your great feedback!
We’re happy to hear that the spare wheels gave your suitcase a new life and that they were easy to replace.
We appreciate your understanding regarding the delivery time and are glad it didn’t cause any inconvenience. Enjoy many more smooth journeys with your refreshed suitcase, and thank you for choosing Samsonite!
Kind regards,
Samsonite Europe
Great service and fast delivery
January 28, 2026
Unprompted review
Reply from Samsonite Europe
Hi Tamás,
Thank you for your kind feedback! We’re happy to hear you’re satisfied with our service and delivery.
Kind regards,
Samsonite Europe
extremely disappointing quality and…
xtremely disappointing quality and customer service
I purchased the Samsonite Karissa Evo Round Backpack (15.6”, Black) on 20 November 2025, expecting durability from a premium brand. Unfortunately, the experience has been nothing but frustrating.
The first backpack had to be replaced after a short period because the shoulder strap stitching was insecure and coming undone. While inconvenient, I accepted the replacement assuming this was a one-off manufacturing fault.
Sadly, the replacement backpack has now also failed, with the top handle strap breaking completely after only a few months of normal use. A work backpack should not be falling apart this quickly — this is not wear and tear, it’s poor build quality.
What’s even more disappointing is the customer service response. I was told my only option is to send the bag to a service centre for repair, which could take up to 28 days. I explained that I use this backpack daily for work and would be left without a bag, but there was no consideration or alternative offered. After two faulty bags, being forced into a lengthy repair process is unacceptable.
For a brand that markets itself on reliability and quality, this experience has completely eroded my trust. I have owned far cheaper backpacks that have lasted years without issues.
I would not recommend this product, and based on my experience, Samsonite’s quality control and after-sales support are far below what you’d expect from a premium brand.
January 26, 2026
Unprompted review
Reply from Samsonite Europe
Hi SK,
Thank you for taking the time to share your experience. We are truly sorry to hear about the issues you encountered with your Samsonite Karissa Evo backpack and understand how frustrating this situation must have been, especially given your expectations of a premium brand.
We would like to confirm that, following further review of your case, we were able to offer a solution that you agreed with. While we regret that the initial experience did not meet your expectations, we do appreciate your patience while we looked into this more closely.
Your feedback is extremely valuable to us, as it helps us improve both our product quality control and our customer service processes. Should you feel that the final outcome has addressed your concerns, we would kindly like to ask whether you would consider updating your Trustpilot star rating to reflect how the matter was ultimately resolved.
Thank you again for bringing this to our attention. If you have any further questions or need assistance in the future, please do not hesitate to contact us.
Kind regards,
Samsonite Europe
Fast service without any costs
Our suitcase (broken hinge) is repaired by Samsonite, without any costs. Very short waiting period.
January 23, 2026
Unprompted review
Reply from Samsonite Europe
Hi Sascha,
Thank you for sharing your experience! It’s great to hear that the broken hinge was repaired free of charge and with such a short waiting time. Wishing you many great trips ahead!
Kind regards,
Samsonite Europe
Seamless, Stress-Free Service — Highly Recommended!
I thought this was a fabulous service! I’ve travelled with my Samsonite suitcase frequently over the last 12 years, and during that time I’ve had minor repairs completed in several countries. This experience was by far the most seamless. I’ve struggled with language barriers in other countries (obviously my fault), but because this process was entirely online and included a courier service, it was so much easier.
I originally had an issue with one wheel, but the others didn’t have great manoeuvrability either. The service replaced all of the wheels at a very reasonable price, in my opinion, even though only one wheel was the main issue. I really appreciated their initiative, and my suitcase came back feeling like new. THANK YOU!
January 14, 2026
Unprompted review
Reply from Samsonite Europe
Hi Carly,
Thank you so much for this wonderful and detailed review! We’re delighted to hear that the repair process was seamless and stress-free, and that our online service and courier made things easier for you. It’s great to know the proactive replacement of all wheels made such a difference and that your suitcase feels like new again. Thank you for your trust and recommendation — we wish you many more years of smooth travels ahead!
Kind regards,
Samsonite Europe
Truly Impressed by Samsonite’s Customer Care
I’m genuinely impressed with Samsonite’s customer service. Simply by providing basic information like the serial number and purchase date/location, they immediately arranged to send a replacement telescopic handle and a full set of rollers free of charge.
The shipment was fast, delivered by a reliable courier, and the whole process was smooth and effortless. This level of service truly exceeded my expectations. Outstanding support and a great example of standing behind your product.
January 19, 2026
Unprompted review
Reply from Samsonite Europe
Hi Taner,
Thank you so much for taking the time to share your experience. We’re truly delighted to hear that our customer care team was able to assist you quickly and seamlessly.
At Samsonite, we take great pride in standing behind our products and ensuring our customers feel supported every step of the way. It’s wonderful to know that the replacement process, delivery, and overall service exceeded your expectations.
Your kind words mean a lot to our team, and we sincerely appreciate your trust in Samsonite. Wishing you many more smooth and worry-free journeys ahead!
Kind regards,
Samsonite Europe
Pro DLX trolley repair kit for free
I have a Pro DLX trolley that I sue every week to commute and after many years, probably more than 10, one of the wheels it broke. I checked in the samsonite website and saw that ether was a repair kit and even more I found it was for free. So I ordered it and in few days was delivered and I installed fixing the problem. Samsonite great support, thanks !
December 22, 2025
Unprompted review
Reply from Samsonite Europe
Hi Giuseppe,
Thank you very much for your review!
We’re delighted to hear that your Pro DLX trolley is still serving you well after more than 10 years of weekly use. It’s great to know that you found the repair kit easily on our website, received it quickly, and were able to fix the issue without any hassle.
Your kind words about our support mean a lot to us—thank you for choosing Samsonite!
Kind regards,
Samsonite Europe
Reply from Samsonite Europe
Hi Marián,
Thanks for your kinds words!
Kind regards,
Samsonite Europe
Hard wearing fantastic luggage
Hard wearing fantastic luggage, which if you have a problem due to handling damage, is easily resolved by requesting spares through the support portal. We have only ever had Samsonite luggage and have only had 2 small damages in many years. Each time, Samsonite have sent us replacement parts which were easy to swap out and fix. Couldn’t rate this brand or service more highly.
Many thanks and keep up the good work!!
January 8, 2026
Unprompted review
Reply from Samsonite Europe
Hi Dave,
Thank you so much for your wonderful review and for your long-standing trust in Samsonite. We’re delighted to hear that your luggage has proven to be durable over the years and that our support portal and spare parts service helped resolve the few issues you encountered quickly and easily.
Providing high-quality products alongside reliable after-sales service is something we truly value, so your kind words mean a great deal to us. Thank you again for taking the time to share your experience — we’ll be sure to pass your feedback on to our team.
Kind regards,
Samsonite Europe
Excellent and quick service for my…
Excellent and quick service for my spare part.
Website to order was super easy also.
January 7, 2026
Unprompted review
Reply from Samsonite Europe
Hi Nolan,
Thank you for your kind review! We’re happy to hear you experienced our service as excellent and quick, and that ordering through our website was easy. We hope to assist you again in the future.
Kind regards,
Samsonite Europe
Great spare part service even 9 years…
Great spare part service even 9 years after purchase!!!
November 13, 2025
Unprompted review
Reply from Samsonite Europe
Hello,
Thank you very much for your wonderful feedback.
We’re delighted to hear that you were satisfied with our spare parts service, even many years after your purchase. Supporting the long-term use of our products is very important to us.
We wish you many more great journeys with your Samsonite luggage!
Kind regards,
Samsonite Europe
Sparepart for old suitcase 🥰
Sparepart provided in a quick manner!
Love to extend the lifetime of my suitcase!
December 30, 2025
Unprompted review
Reply from Samsonite Europe
Hi Alex,
Thank you for your lovely review! We’re happy to hear that the spare part was provided quickly and that you were able to extend the lifetime of your suitcase. That’s exactly what we aim for. Thank you for choosing Samsonite!
Kind regards,
Samsonite Europe
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