Cheap material, broke within the week, awful customer service
I bought a super cute suitcase here a few months ago, was super happy with it until the first time i flew with it. It had broken during transit near the wheel leaving a big hole at the bottom. Absolutely shocked, I had read these Trustpilot reviews before but didn't want to believe it, IT'S TRUE! I messaged them right away because of the '5 year warranty', but apparently it doesn't cover actually travelling with it... so? absolutely useless.
Another word of warning, if you have already been unlucky enough to buy one, check quickly if it is broken when you get to your destination and then submit a claim to the airline right away. I didn't know there was a 7 day limit and I didn't notice it was broken until it was too late, and my insurance also didn't cover it because of this. Honestly awful experience and I wouldn't buy from this company again if I was paid to.
————
In response to the reply of suit suit, I have had hardshell suitcases in the past which have not suffered nearly as much as this. The flight was from Amsterdam to London, less than 1 hour, and I severely doubt any ‘unreasonable use’ occurred during the transit in and out of the plane enough to create a gaping hole in the plastic. I am disappointed in the reply, stating the defects may indeed have been covered, when clearly the product shouldn’t have broken this easily and I was told it was not covered. Due to the amount of similar reviews on this subject, I can only imagine the amount of warranty claims they receive, which makes sense that they would try to get out of as many payments as possible. Very disappointing customer service.
Reply from SUITSUIT
Good afternoon,
Thank you for your review.
Before our suitcases are available in the (online) stores, they are extensively tested. This way we ensure maximum travel pleasure. Nevertheless, a (SUITSUIT) suitcase has to endure a lot on the way to its destination, which means that it can suffer user damage or a defect. If this is the result of a material and/or production defect, it is covered by our warranty. In some cases, the SUITSUIT suitcase can be severely damaged by external impact. Such as rough, incorrect or unreasonable use, an accident, neglect, a fall, exposure to extreme temperatures or contact with solvents such as, for example, sticker remover. When this is the case, the defect is not within our warranty.
We kindly thank you for your understanding.
With kind regards,
SUITSUIT