Dolfi1920 Reviews 

Still no luggage since the end of May despite the company says the sent it to me. They sent a luggage of 50 euros of values instead of a luggage valued 150...

luggage collected, fixed and delivered in less than a week

Everything went well overall

Very good communication throughout the process will regular updates. Luggage was collected and delivered without charges.
However, damage reporting time to Dolfi1920 should be increased from 7 days to 30 days after occurrence.

The answer was very fast and I got a new suitcase.

Easy and comfortable solution to get the suitcase being repaired

Our experience was great: it was a luggage damage with discover airlines and at least one week after return we recieved a new suitcase

Excellent service, very efficient communication

It is very sad that airline companies such as SAS have outsourced passengers' damaged baggage claims to this dodgy company. My suitcase was destroyed on a SAS plane, and after much paperwork (filling out two different reports), I was offered a voucher in compensation. I was forced to use this in the Dolfi1920 online shop instead of just receiving the money, which they make nearly impossible (which is technically illegal, but of course they usually get away with it). On their website, they try to trick you into choosing a suitcase for which you have to pay extra. They do have a few options that say €0, without mentioning the product's actual value. Needless to say, when you pick one of those, you lose the difference between the voucher's value and the suitcase's price; I assume they pocket the difference. I chose a suitcase online, but when I received it, it turned out to be of a different (budget) brand. Not what I had ordered.

Unfortunately, my experience with Dolfi1920 has been very disappointing.

My Rimowa Aluminium Check-In L, which was damaged on a SWISS flight, was sent to Dolfi1920 for repair through SWISS. The suitcase had already been in the repair process for several weeks when I contacted Dolfi again towards the end of July for an update.

As I was due to travel on 7 August, I contacted Dolfi in writing on 24 July to ask about the repair status and explicitly informed them about my upcoming trip and the need to have my suitcase back in time.

On 1 August, I contacted Dolfi again and clearly stated that I needed my suitcase back no later than 6 August. As I still did not receive a concrete update or solution, I followed up several times by phone. I was essentially told that my request had been forwarded to the relevant department.

On 4 August, I contacted them again to ask for an update and specifically asked what alternative solution or replacement could be provided if my suitcase could not be returned in time.

Only on 5 August was I informed that the suitcase had been shipped from Germany. On 6 August, I was then informed by the delivery partner that it was unlikely to arrive before my departure. When I contacted Dolfi again, I was told that they could not provide any further solution and that I would need to contact SWISS regarding the resulting costs.

The suitcase was eventually delivered on the morning of 7 August – by which time I had already left for my trip.

The result was that despite my suitcase having already been under repair for several weeks, and despite repeatedly informing Dolfi well in advance of my exact travel date, I did not have my suitcase available for my trip. I was therefore forced to purchase an equivalent replacement suitcase at my own expense immediately before travelling. So far, I have been left to bear these additional costs myself.

Unfortunately, my experience with the subsequent complaint handling was similarly disappointing. I again had to follow up repeatedly before receiving a response.

Eventually, I was offered either a “small gift” or a 30% discount on the purchase of a new suitcase as a gesture of goodwill.

Throughout the entire case, Dolfi was aware that my suitcase was a Rimowa Aluminium Check-In L. When I therefore confirmed that I would accept the 30% discount and asked how I could use it towards a new Rimowa suitcase, I was only then informed that the discount was exclusively valid for products sold through Dolfi’s own online shop – and that Dolfi currently does not offer Rimowa suitcases at all.

This means that the proposed gesture of goodwill is of practically no use to me in this specific situation. I do not need another suitcase from a different brand, particularly after already having been forced to purchase an equivalent replacement because my own suitcase was not returned in time.

For me, the most disappointing aspect has been the overall communication and handling of the situation. My suitcase had already been in repair for several weeks, I gave advance notice of my upcoming trip, followed up repeatedly in writing and by phone, and even explicitly asked for an alternative solution. Nevertheless, no timely solution was provided.

From a company handling baggage claims and repairs on behalf of an airline such as SWISS, I would have expected much more proactive communication and a genuinely customer-oriented solution.

Unfortunately, a very disappointing experience, particularly regarding communication, response times and the subsequent handling of my complaint.

Both the chosen service level and the execution of it is 1-star. Meaning that they aim really low and manage to hit even below that. I am very disappointed.

Communication is kind of cumbersome. The repair went wrong. The broken suitcase lock was partially replaced but still didn't work properly. Even so, the suitcase was returned to us.

They did not repair my bag properly bit they send it back. Terrible service

Excellent service. Professional, fast, and high-quality. The entire service is built around genuine attention to and respect for the customer. Bravo! This kind of service really enhances Lufthansa’s overall reputation. It makes you feel that you’re in safe hands.

I am not satisfied with the value I received for my damaged bag. For me, the bag was in good condition, which I could have used for another 4/5 years. With the damage, I am forced to look for a new bag and the depreciated value refund does not make any sense to me.

Pretty fast and easy handling with an excellence Communication

Dealing with Dolfi was extremely challenging. I had to arrange a pickup date for the suitcase four times because they failed to follow up on the matter on their end. And they got my gender wrong so many times that it almost became funny. I hope I never have to deal with them again.