Tripp Luggage Reviews 

Disappointing experience. Suitcase was poorly made and when I contacted Tripp the customer service agents Christina and Rachel were uninformed and unhelpful. Cheap product yes, but not value for money as the items are so poorly made and the staff don't seem to have a clue.

I have had fantastic aftercare from Kate Bamford a Tripp advisor after the handle on my suitcase was faulty..

I’ve always bought Tripp luggages and never had to use the 5 year guarantee, until now, when the zip tab broke off. I was doubtful I’d get my suitcase replaced, but after a few emails back and forth, and sending photos, they replaced my suitcase. Thank you Kaye for making the process easy and for a great customer experience.

Customer Service I received was 5***** & Outstanding.
I bought 2 Tripp (Cabin & Medium) cases in 2012 & purchased Larger Tripp case to match in 2013. I've travelled a lot over last 13 years with all 3 cases up to 4 times a year also doing weekend breaks & cruises. I've only had to tighten 1 lock on my large case once. This was done very easy by unzipping lining inside. I've also cleaned 1 squeaky wheel after my last holiday in July 26. Apart from that all 3 cases are fine to carry on using. I can't knock the quality & durability plus all locks still work perfectly. I've had my moneys worth so I bought my grand daughter a Medium Case 2 & half years ago & one of the wheels got a fault on it recently. I rang Customer Services & spoke to a lovely lady called Kaye. She actively listened to me & also looked up my order number as I'd misplaced it on my computer & she emailed the order over to me straight away. She asked me to reply directly back to her & send her photos of the damaged wheel so she could look at it for me. Kaye emailed me regular to update then emailed she had checked & they were limited on stock for some wheels & had no stock for this case so she was arranging to replace it with a brand new one (which I've now received). I can't fault the professional service I got. The issue was resolved quickly & efficiently.
Kaye "Thank you" for your support!!

I ordered two suitcases and paid extra for next-day service. The delivery did not arrive either the next day or the following day. Their customer service response ignored the detail of my formal complaint and claimed their delivery was within the terms on their website (which it wasn't). They have refused to refund my next-day extra payment.

Extremely bad experience with the CS team… because I have since January tried to contact them regarding my first ever purchase with them on which the wheel broke after using the suitcase during 1 trip. Very very disappointed, filled out the online form many times and got no reply. No direct number to call, extremely bad experience. Tripp if you are reading this and want to actually help order number is T273065539

HATE HATE HATE these suitcases. Unfortunately I bought 3 sets of 3 sizes ( in 2 different styles) so I have 9 of them.
Multiple problems. All dreadful quality.
1. Locked out by the combination key which frequently changes the number you set so you are unable to open it without spending ages guessing a new code the mechanism has selected for you.
2. Handles periodically don’t fully open or get stuck.
3. Wheels are dreadful , hard to steer case
4. And the zip has broken on at least 2 of them. In one case it opened mid flight and I collected my case on
the carousel completely opened up!!
At the outset I engaged with customer support who were particularly unhelpful even though the cases were quite new at that point. Got nowhere. Now 3 years old but when I periodically use them
I remember how much I hate them. Put it down to experience and I shall never ever buy this brand again. They are heading for the bin.

(Order number T271319856 Sep 23)

Inside of my TRIP suitcase started to smell on inspection it was the inside of the lining.
I contacted TRIP who had no care at all.
No customer service so just be warned of this issue and the poor customer service if looking for a suitcase.

I wouldn’t even give them a one star as the service was awful. Paid for next day delivery and used DPD. Didn’t get my delivery so had to email them over 5 times to finally get a response saying they can resend the item but would take 2-3 working days so finally got a call back who told me they can’t do next day delivery now. Would not recommend if you want something quick

Not as advertised with cheap poor quality
Ended up returning it with loss due to postage charges. So be careful

Customer support staff responsive and helpful however refund/repayment process takes a ridiculous amount of time. Was told refund would be in my account within 10 days of goods return date. Hadn't arrived by 12 days so contacted customer services and advised payment would be made within 5 days. Contrast this with a M&S return where refund was made immediately and in my account within minutes.

I am very concerned after a lengthy email to customer service in regard to being stopped at security, they told me after taking everything out of our cabin suitcase that the problem was in fact because they spray the inside to stop the case getting mouldy before sale, this whole saga took 30min before we could leave fast track. Than god we didn’t get arrested as it sends of alarm for Semtex 😡
Tripp say no must be something I took with us Customs say Tripp who do you believe!!!! Didn’t offer to change my suitcases, I purchased 2 full sets plus’s luggage tags and underseat bags. They just ignored my email back to them. Never again will I purchase another item from them 😡😡😊

Ordered a large and medium suitcase. The large had two long scratches on the top, above the zip, which was noticed when lifting it out of the box. Trying to contact Tripp over the phone is like pulling teeth, a nightmare. Never did get to speak to anyone despite leaving 2 messages with my name and number as the automated message suggested. Then sent an email via their contact us option. Was initially told to see if it would wipe off! Well no, scratches cannot be wiped off. Then had to send a photo of damage. Was then offered a 10% refund if I kept the cases. No thank you. Eventually was sent a QR code to return them but it was hard work to get to that. Avoid Tripp luggage, dreadful quality, dreadful customer 'service'.

Bought 2 suitcase as I have quite a few trip cases that have lasted years, the new ones are no where near the quality of the old one. I had to contact them 3 times to get a return label for dpd, returned them on the 3rd August, they arrived back with trip on the 7th August, I contacted them again 2 days ago about my refund ,I was told it would be sent to head office to initiate my refund, it is now the 20th August and still no refund, do not buy from these. I will never buy another tripp suitcase. Customer service useless.
Order no T273382782

Great quality suitcase, arrived on time and received regular updates on where the suitcase was in regards to shipping and delivery.
Only reason I gave 4 stars and not 5 is becuase they don’t have a PayPal option, which would have made me feel more secure paying as a first time buyer.

I ordered a Tripp cabin case last February. Tripp were very helpful from first ordering to delivery. I was very happy with the quality of the case but last month one of the wheels broke off. I contacted customer services who were most helpful & offered me a replacement case. Again from ordering to delivery they could not have been more helpful. Case delivered today as promised, very happy with the quality of case & customer services

Very poor customer service – warranty claim made unnecessarily difficult

Very disappointed with Tripp’s customer service.

I purchased a Tripp suitcase with a 5-year warranty, so I expected that reporting a fault would be relatively straightforward. Unfortunately, the process has been extremely frustrating and time-consuming.

Despite already providing photographs and videos showing the problem, I have repeatedly been asked to provide yet more photographs and videos. It feels as though the emphasis is on making the customer jump through hoops rather than simply dealing with a genuine warranty issue.

I have now spent far too much time providing information about a straightforward fault. If a product is sold with a 5-year warranty, customers should be able to reasonably expect that Tripp will stand behind that warranty and deal with faults efficiently.

The quality of the product may be one thing, but the customer service experience has been very poor. I am still waiting for the issue to be properly resolved.

Very disappointing, and certainly not the level of customer service I would expect from a company selling products with a 5-year warranty.

Ordered 2 suitcases, unfortunately I ordered wrong size, Reordered correct size & contacted TRIPP CUSTOMER SERVICE as advised on Tripp website to return the wrongly ordered items. The answer was less than satisfactory. I was informed that the carrier they used had to be replaced & this was the issue.. the original carrier ceased trading 9 months ago. They have new carrier ( a very efficient one). But when I brought this to the customer service agent attention, the response I got was to repeat the same email 4 times. No one replies & Tripp have done nothing to facilitate a refund or return as is stated on their website…

Brought 2 suitcases, one suitcase would not unlock , refused to open at all . Went back with receipt, which states refund or exchange is 28 days. They refused to give exchange or refund and said we must of tampered with lock, all we did was try to set our code. After waiting while the manager tried to open it , she came out and gave exchange . The suitcase lock was faulty from the start. Shocking customer service, misleading about refund or exchange. My advice do not buy from TRIPP.

My wife purchase a new Tripp case for our recently holiday. Case looked fine, but the portable handle was broken. We’ve been trying to get hold of Tripp to raise a quality issue and obtain a replacement or refund. They simply ignore all correspondence, even though we have received the “enquiry received” email.

I’ve no doubt they will comment on this with “email us” but they have frankly ignored all correspondence prior to this which is leaving us with no choice than raising with our credit card company to resolve. Which is very disappointing.

So very wary folks, the “5-year guarantee” is worth nothing if you can’t speak with them. You are also on your own and rolling the dice if you order from them as they will not respond.

As requested our order number is T273313648