Samsonite Reviews 

Terrible customer service. Waiting really long on email and then calling you just keep stuck in the waiting line and then they hang up!

Excellent service to replace a broken lock for free. That is why you buy an strong and durable Samsonite

Very easy to find spare parts by entering serial number of my product. Easy to select what I needed and have now repaired a 15 year old suitcase which is now good as new!

Tried to replace a handle on my 5yo samsonite, got very negligible search that it’s not produced anymore although I’m not sure employee typed the model number correctly In their system (when they pronounced it for me, one number was wrong). When I said that handle is almost in its place in almost good conditions, but just some screws are missing, for one minute with carelessness the worker tried to take it out and with excuses said it’s not possible (obviously to make me buy a new case trying to without saying it explicitly indicate that this one can’t be recovered). I’m so sure when I go to an unofficial store, they will fix it without ordering a new handle within 30 mins. But samsonite are just terrible these days - they sell overpriced, plastic luggages, take parts off production so that people are made buy their new overpriced models made in China. We had our Samsonite from 1997 which lived for 20 years, now the quality is just poor and no proper service is offered, but people believe it’s still a top brand

Samsonite shipped suitcases with manufacturing defects. I took timestamped photo and video evidence, documented my emails to them (never do phone calls) and after they refused to provide a remedy or refund, I did a transaction dispute chargeback to my bank and received a refund.

After that, Samsonite were notified that I do not consent for them to retain any personal information about me on any of their systems. Samsonite have not acknowledged or responded to this. But that's fine as I will escalate and ensure this is honoured through the right channels if I don't receive a response by the timeframe.

I do not trust this company to follow the correct process and do the right thing. They have already demonstrated a very poor approach.

So keep persisting and do a chargeback through your bank. You will get a refund if you have documented evidence.
Don't let Samsonite get away with keeping your money and selling you a low quality product with issues.

Never again making the mistake of trusting them and buying anything from them ever again.
There is a reason they have terrible reviews. Very poor customer service and poor quality products.

Purchased suitcase in San Sebastien this was carry on luggage. The stitching on the zip had fail on the inner.
Sent this to K2global for assessment and it’s been months. No reply.
Disappointing service. Product are inferior today. Cheaper alternatives with better customer care. Be aware

Bought Samsonite four wheeled cabin bag several years ago. Wheels began to lock and I had to replace them. Nothing could be easier and everything is like new. A reparable, sturdy and neat bag. (By the way, though the original bag was costly, the replacement wheels were very good value and easy to fit.)

I've been having a big luggage case since around 2016 and it's wheels were completely a mess. Luggage case was out of warranty, contacted customer support to order new wheels, got replacements for free!

Absolutely love my new cases!

Samsonite are second to none for quality and durability.

I had an issue with my delivery and received only one reply to my first email. After that, the CS completely disappeared.
I asked whether I was eligible to return the item, especially since it was still at the pickup point and included custom-made pieces. Instead of giving me a clear answer, they left my order unresolved for more than 10 days.
During that time, I did not receive the order, I could not return it, and I was also unable to order something else from another company because the situation was left hanging. As of today, I still have not received a reply.
I am honestly baffled by this attitude from what used to be a reputable company. The lack of communication and accountability is unacceptable.

*Update after receiving a reply here from the company
The problem was never that i wanted to return a custom-made piece. They are framing it like this to make my request sound unreasonable which is a cheap ploy, or low iq. The problem was that i didn't receive any guidence or answers to my emails over a delayed order, i only got their attention here. You just made it worse thanks

Amazing, handle was broken, I contacted Samonsite by email and they promptly sent a new handle. I didn’t need instruction, very easy to see how you can repair. Problem now solved. Thank you!

I have three suitcases with minor or bigger issues that I purchased during last 10 years. It was very easy to request repair online. It took quite short time to repair them and send them back. Great service!

I used to be a Samsonite ambassador for over 40 years. We have 8 Samsonite pieces (hard and soft shell) in our attic for travel and 4 for daily work/ weekly uni commute. The top handle in faux leather of my Samsonite laptop backpack I bought in 2019 started peeling off last year after a mere 3 years use (worked from home for 3 years during Covid). Sent it to the factory as per customer service guidance but could not be repaired as too old. Received Samsonite publicity (on the email address I had used for communication with their customer service) bragging about the durability of their products, their sustainability values and their repair services. This was a true slap in the face. Contacted them again, referring to their own claims but again nothing could be done. Offering me a discount on purchasing a replacement backpack would be "unfair to their other customers". Then an add on their insta page claiming "they help out even if they are unable to repair". Clearly not! This is appalling! I am willing to pay the extra price to support durability, sustainability and a native brand but if they consider it normal that a product is beyond repair after only 3 years with no alternatives offered, there are plenty of cheaper alternatives out there.
Samsonite's response has not restored my faith. I can accept that a repair is not possible but a company that values its loyal customers would provide a discount on the purchase of a replacement. Especially for a product with such high profit margins.

Excellent repair service! Replacement part came super fast and all went well! Thanks a lot

I originally contacted Samsonite because the total in my basket didn’t add up. The website banner advertised personalisation for €10 until 23/06, and the basket itself showed personalisation as €10, yet the total was €15 higher. Instead of clearly explaining that customisation actually consists of two mandatory items; the leather patch (€10) and a required tag holder (€15), bringing the total to €25, customer service sent me screenshots of a basket they created themselves, with a random suitcase and a €25 customisation added, as if I was expected to somehow infer how their internal pricing logic works.
I don’t work for Samsonite. A screenshot of someone else’s basket does not explain that the leather patch and the holder are two distinct products with two separate prices. I was still thinking that a customisation (including the patch and the holder) should be 10€ so why is their basket now 25€ for a customisation?

This could have been resolved immediately with a simple explanation, rather than asking me to “look at the screenshot” and guess what is or isn’t included. Nowhere during checkout is it made transparent that personalisation is actually €25 in total. The website and basket presentation strongly suggest it costs €10, reinforced by a promotional banner. If two items are required and one is not optional, that needs to be communicated clearly and upfront.

The second issue is the customer service itself. I had asked them to stop saying they would close the case until my issue was resolved. In the final response I received, the agent closed the case and said, “As for why i'm closing this case, I have my reasons, which I don’t need to share with you.” That is WILDLY unprofessional.

Samsonite presents itself as a high‑end, premium brand, and this kind of dismissive and unprofessional tone is completely at odds with that image. I was fully prepared to complete my purchase once the pricing was explained properly, but the confusing explanations and shockingly, SHOCKINGLY poor tone customer service has me in serious doubt if I want to spend my money here.

This experience has seriously damaged my trust in the brand, and I am now also doubting if there was any issue after I purchase how that would be resolved, would I be dismissed then too?

Tried to repair my suitcase in the Philippines, which was a total disaster. After 6 months nothing happened. In the Netherlands everything was online and they just sent the parts fast and I was able to repair it in a few minutes. Very smooth and efficient service.

Very impressed in the longevity of the suitcase and the ability to replace the wheels once worn out is great!

My lock was stuck, i got the code wrong so i came by in the shop and they helped me and fixed it right away. Wonderfull service and the best suitcases!

Trying to cancel or alter an order is just not possible even if done right away, the company runs on Shopify, not a system that doesn’t allow for any of that, and to then have a charge on top of that and refuse to allow their stores to be used for a return, it’s pretty much hoping its customers decide it’s too much of a pain to return the good.

Excellent service got Samsonite spare parts within 4 days !!