kristina graziani

Do NOT book a long-term stay with Airbnb. They aggressively advertise "AirCover" protection, but when safety, privacy, and basic habitability issues arise, their support team operates with gross incompetence and systemic bad faith.
I booked a 3-month rental in Medellín, Colombia. Upon arrival, the apartment was completely filthy—hair throughout, stained linens, broken privacy blinds, a non-functional toilet, a dead digital door lock, and zero promised amenities. The host subsequently committed severe safety and privacy breaches by sending unannounced third-party workers to enter my private apartment without prior consent or written notice.
When I submitted timestamped photos and chat logs, Airbnb's "Senior Case Management" proved to be an absolute joke:
They closed tickets without investigation.
A Senior Case Manager sent a canned rejection template meant for a HOST—denying action against "the guest" because they didn't even bother reading who was filing the claim.
Subsequent reviews were copy-pasted refusal macros sent from an iPhone, completely ignoring explicit evidence of unauthorized entries and dangerous living conditions.
Airbnb actively protects hostile hosts, facilitates unregistered substandard listings, and refuses to honor its advertised guest safety guarantees.

After more than 12 hours of effort and over 50 email exchanges, SHEIN has consistently failed to address my return dispute or review the evidence provided.

SHEIN claims two items were missing from my return shipment. Anticipating potential issues, I recorded video documentation of the entire packing process and the handoff to SHEIN’s designated third-party return carrier. Despite explicitly providing this video evidence multiple times, customer support continues to send automated, scripted responses that ignore the footage entirely.

Public responses from SHEIN requesting my account details are performative, as they already possess all relevant documentation. If items went missing after being handed off to their logistics partner, SHEIN should investigate their own supply chain rather than penalizing the customer.

I have fully cooperated and provided conclusive evidence. I require SHEIN to review the video footage, investigate their return network, and issue my correct refund immediately.

I have wasted 12+ hours and 50+ emails trying to return items that were incorrectly sized, mislabeled, unfinished and poorly made. These were SHEIN quality-control failures, yet I was left to fix their mess.
In Vancouver, returning through Canada Post was effortless. In Toronto, SHEIN uses a third-party shipper that has been a nightmare—multiple trips, locations closed during posted hours, and one operating with handwritten hours taped to the door. It took repeated attempts plus TWO additional trips just to finally return my package.
Then SHEIN issued the wrong refund and claimed TWO items were missing. They were returned. I actually recorded my return, sent SHEIN the VIDEO and asked them to review it. They ignored it. This also happened with my previous order.
Then comes the predictable cycle: generic replies that don't resolve anything, silence, and when you leave a public review: “Send us your details so we can investigate.”
YOU ALREADY HAVE THEM. 50+ EMAILS, PHOTOS, DOCUMENTATION AND VIDEO.
Stop making customers pay for failures occurring within your own quality control and return network. Investigate where these items are going after customers hand them over.

I am sharing this after spending months trying to resolve what should have been straightforward issues with Porter Airlines. Instead, damaged luggage, a duplicate baggage charge and poor onboard service became one of the most frustrating airline customer-service experiences I have encountered.
During the flight, passenger service lights went unanswered for approximately 45 minutes while flight attendants repeatedly walked past and spent time talking at the back of the aircraft. Several passengers were openly commenting on the poor service.
Upon arrival at Billy Bishop, my suitcase was significantly damaged in Porter's care. The wheels were broken and the bag arrived open, leaving it unusable. I was also charged twice for my baggage, resulting in an additional $84 charge.
Porter offered $250 for the damaged suitcase or a $350 travel credit. I accepted the $250, as the suitcase cost approximately $229 plus tax. This compensation was specifically for the damaged property; it did not resolve the duplicate charge or the broader service issues.
The compensation process then became another failure. Porter advised me that the funds would be credited to my credit card. Instead, the payment was transferred through Hyperwallet without adequate notification that I needed to retrieve it there or that a 30-day collection window applied. Because I was waiting for the credit-card refund Porter had told me to expect, the window expired and the funds were returned to Porter. I was then forced to chase the airline for compensation it had already approved for property it damaged.
For approximately two weeks, I contacted Porter almost daily, encountering wait or callback times of roughly four to 15 hours. One callback took approximately 11 hours, and emails seeking assistance went unanswered.
The most concerning interaction came after one of these lengthy waits. I spent approximately six minutes explaining the situation to a representative, only to be asked, essentially, "What is your problem?" I explained everything again, but was then told I had not provided the information she required. When I asked to speak with another representative or supervisor because I was clearly not being heard, she refused and told me I would not be speaking with anyone else.
I was also told I needed a case number that Porter's previous representative—who had specifically told me he would take responsibility for reaching a resolution—had never provided. A customer should not be prevented from obtaining assistance because of information Porter's own process failed to provide.
Any one of these issues could have been resolved quickly. Collectively, they reveal a serious breakdown in customer service: poor onboard service, damaged property, a duplicate charge, incorrect information about compensation, inadequate Hyperwallet communication, unanswered correspondence, extraordinary callback times and resistance to reasonable escalation.
Mistakes happen. What defines a company is how it responds when they do. Porter had repeated opportunities to resolve these issues professionally. Instead, the resolution process became substantially worse than the original problems and ultimately cost the airline my confidence as a customer.

I have spent over 10 hours, sent more than 50 emails, and travelled to six different return locations trying to return products that should never have been shipped in the first place.

The reason for my return wasn't that I changed my mind.
The clothing arrived with incorrect sizing, poor workmanship, unfinished construction, and obvious quality issues. Some items looked like they had never been properly finished before being packaged. The sizing was nowhere close to what was advertised, making several items completely unwearable. These are quality control failures that fall entirely on SHEIN.
Instead of standing behind the products they sell, SHEIN leaves customers to deal with the consequences.

The customer service has been just as disappointing as the products. After more than 50 emails, I continue receiving the same generic copy-and-paste responses that completely ignore the concerns I've raised. Not once has anyone meaningfully addressed the poor quality of the items, the incorrect sizing, or the countless hours I've spent trying to return them.
The biggest issue has been SHEIN's return process in Toronto.

I previously completed a SHEIN return while I was in Vancouver, where the return was handled through Canada Post. It was simple, professional, and took only a few minutes. That's exactly how a return process should work.My experience in Toronto has been the complete opposite.

SHEIN uses a third-party return network that has been an absolute nightmare. I have been sent from location to location, only to find businesses that were closed, difficult to access, or operating with extremely limited hours. One designated return location had nothing more than a handwritten piece of paper taped to the door listing its business hours. I took photographs because I couldn't believe a company the size of SHEIN expects customers to rely on a return network operating like this.
I work full-time and don't permanently live in Toronto. Spending days travelling across the city trying to return defective clothing is completely unreasonable. I've documented every trip, every location, walking directions, screenshots, emails, and photographs because I simply couldn't believe how difficult this process became.

No customer should have to spend weeks chasing down return locations because a company shipped merchandise that failed basic quality standards.

The most frustrating part is the complete lack of accountability. Instead of acknowledging the problems or offering a practical solution, SHEIN continues sending automated responses while the customer absorbs all of the time, inconvenience, and expense.

A return policy is supposed to protect customers when products arrive defective or not as described. It should not become a second job.

If SHEIN can provide a simple, efficient return process through Canada Post in one Canadian city, there is no reason customers in another city should be forced through such a disorganized and inaccessible third-party network.

This entire experience has shown me that once something goes wrong, customer service and accountability disappear. I expected far better from a global retailer.

I sincerely hope SHEIN reviews both its quality control and its Canadian return process because no customer should have to fight this hard to return products that should never have passed inspection in the first place.
I will not be shopping with SHEIN again, and I cannot recommend them based on this experience.

I am updating my original review because IT Luggage publicly responded, stating that my case would be escalated to Management and that someone would contact me.

That was over a month ago. No one has reached out.
My warranty claim was approved on June 9, 2026, after IT Luggage reviewed the evidence and confirmed my suitcase was defective. This should have been a straightforward warranty replacement.

Instead, it has become one of the most frustrating customer service experiences I have ever encountered.
Over the past two months, I have made approximately 60 emails and 14 phone calls attempting to resolve this matter. I have submitted my proof of purchase,
photographs of the catastrophic damage, and every document requested.

I have followed every instruction given to me and exercised patience at every stage.
Despite that: I was told my case had been escalated to Management.I was publicly told on Trustpilot that someone would contact me. Neither commitment was honoured.

My suitcase did not suffer minor cosmetic damage. Both wheels collapsed into the body of the suitcase, the bottom ripped apart, and it became completely unusable while I was travelling. IT Luggage acknowledged this by approving my warranty claim.
The issue is no longer the defective suitcase.
The issue is a warranty process where a company accepts responsibility, makes repeated commitments to its customer, and then fails to follow through.
After 60 emails, 14 phone calls, multiple unanswered voicemail messages, repeated assurances, and more than a month since IT Luggage's public promise to contact me, I am still waiting.

No customer should have to work this hard after a company has already approved a warranty claim.
At this stage, I have exhausted every reasonable opportunity to resolve this matter privately. I will now continue escalating my documented case through the appropriate consumer protection channels and will continue sharing a factual account of my experience so other consumers understand what happened after IT Luggage approved my warranty.

A warranty is a promise. In my experience, IT Luggage approved the claim—but failed to honour that promise. This use to be one of my Favourite companies and now I will never purchase another product as long as I live!

Once a review is written they write fake claims like below ensuring you someone will reach out!! Nothing but silence and ignored emails! Horrendous customer service and the suitcases match!!!!

I have been a loyal Winners customer for many years, which makes this review particularly disappointing to write.
I purchased an IT Luggage suitcase from Winners for approximately $120. On the very first day of my trip, the suitcase completely failed. The wheels detached, the bottom ripped open, and the suitcase became unusable. IT Luggage subsequently approved my warranty claim, confirming the product was defective.
What followed was nearly two months of one of the most frustrating customer service experiences I have encountered.
I documented every step of the process: 39 emails, 15 phone calls, multiple voicemail messages, photographs, receipts, warranty approval documentation, and a complete timeline of events. Despite making every reasonable effort to resolve the matter privately, I was repeatedly met with generic responses, passed back to the manufacturer, and ultimately left without meaningful assistance from the retailer that sold me the product.
My greatest disappointment is not that a product failed—manufacturing defects can happen. My disappointment is Winners' apparent lack of ownership once it became clear that the manufacturer's approved warranty process had broken down. Rather than advocating for its customer or offering a practical resolution, Winners chose to distance itself from the issue and repeatedly advise that it could not help.
Customer service should not end at the cash register. When a retailer chooses to sell a brand, it also accepts a responsibility to stand behind the products it offers and to take customer concerns seriously when those products fail almost immediately.
Unfortunately, my experience left me feeling that customer satisfaction was secondary to avoiding involvement.
As a result of the handling of this matter, I have preserved all documentation and have submitted formal complaints to the appropriate consumer protection and regulatory authorities for review. I have also documented my experience publicly so that other consumers can make informed purchasing decisions.
This review is based solely on my personal experience and the documented communications relating to this matter.
I genuinely hope Winners' senior leadership reviews how these situations are handled. A long-time customer should not have to spend nearly two months chasing a resolution for a product that was acknowledged to be defective. What would have taken a simple act of customer care instead became an unnecessarily prolonged and disappointing experience.
Until Winners demonstrates a greater commitment to standing behind the products it sells and supporting customers when legitimate issues arise, I will be reconsidering future purchases of higher-value items from its stores.

I have been purchasing IT Luggage products since 2007, which is why this experience has been so disappointing.

In October 2025, I purchased a 27-inch hard-shell IT Luggage suitcase from WINNERS in Canada. Within months—and after very limited use—the suitcase suffered a catastrophic structural failure while I was travelling.

Both wheels collapsed into the body of the suitcase, causing the entire base to fail. The bottom of the case ripped open, leaving the suitcase unable to support its own weight and completely unusable. I was left dragging a destroyed suitcase through an airport, trying to salvage my belongings while my trip came to an end. No traveller expects a premium hard-shell suitcase to fail in this manner after only a handful of trips.

IT Luggage reviewed the evidence, including photographs, and approved my warranty claim on June 9, 2026, confirming the suitcase was defective.
That should have been the beginning of the resolution.

Instead, it became months of unnecessary frustration.
Despite acknowledging the defect, I was asked to pay shipping costs (For the company's defective unit), offered replacement products that were not equivalent to the suitcase I purchased, and repeatedly assured that my concerns had been escalated to Management. Management never contacted me.

I made repeated telephone calls, left voicemail messages that were never returned, sent comprehensive documentation—including proof of purchase and photographs clearly showing the failure—and continued following every step requested of me.

Each time I believed progress was finally being made, communication stopped. At one point I was even advised that sending additional follow-up emails could move my file to the back of the queue, so I waited in good faith. That goodwill was met with silence.

By the time I am writing this review, more than a month has passed since IT Luggage approved my warranty claim, I still do not have a proper resolution, and I have another trip approaching without suitable luggage.

The defective suitcase is only part of the story.
Products can fail. What defines a company is what happens next. In my case, IT Luggage acknowledged responsibility but failed to deliver a timely, appropriate resolution.

The warranty process was characterized by delays, inconsistent communication, unfulfilled commitments, and a complete absence of accountability once the claim had been approved.
After nearly two decades of choosing IT Luggage, this experience has permanently changed my opinion of the company.

Trust is earned long after the sale, and unfortunately IT Luggage demonstrated that its warranty process does not reflect the confidence its products are marketed to inspire. I cannot recommend a company that acknowledges a defective product yet leaves its customer to spend months chasing the resolution that should have followed the warranty approval. (As of Today still no communication July 22, 2026) Be very careful before purchasing from this company!

This is a complete scam- They let you change it and then they change his initials. This is not how this works. Also, they try charging your credit card multiple times with charges you didn't approve. Stay far away

I would rate minus ten! Please use at your own risk! Not sure how people are rating this about 0. These guys are a huge scam and then customer service.. crickets!

Did a trial for less than 24 hours then canceled and noticed they charged my cc 3 following times for the day over 200 hindered dollars. Then they pretty much said no refund and good luck!

I have now reported them to multiple channels and filing to get them closed down with Apple and media channels.

Also the app doesn’t work and it generate things that aren’t even accurate which would be hard to tell if you didn’t know astrology. I have studied it for decades and this was the most horrific site ever! Let alone the customer service that’s horrific. Like best of luck?! Wtf?!

So if you want to get scammed and use all this false information don’t say I didn’t warn you!

This may have decent food but customer service is lacking and they keep sending me things I never ordered.. best part is they will charge you then give you a credit.. which means I have to actually order again.

I’ve sent 29 emails with no response and the response I got this morning asked me to provide more details when the 29 emails are in the body of the email..

Needless to say.. I definitely won’t be order again as I still haven’t even got my money back. I would rate these guys under the 5 stars coming out negative