Fixmybag Reviews 22

Confused comms and no repair.

Completed online form, included description of fault and photos, paid for DPD pick up, email confirmed received then in workshop, all good so far.

Next day bag returned by DPD with note saying no repair cos no parts available. 3 days later, received email saying repair complete + ready to dispatch!

They should have known from the photos I sent that parts were not available before taking money from me for inspection of the case.

Bit if a waste of time sadly, so I can’t recommend.

And I’ll not buy Antler again if they’re not repairable for easy faults.

Sent my bag for repair under warranty as under 5 years old Samsonite, and have no way of contacting FMB other than email. Requested an update to no avail, chased yesterday, to have an email today stating that a quotation was sent via FMB to me and until it is paid they are not able to move on the Repaire. However I have not received any notification other than emails, non of which is a quote. Also a little confused that there is a payment to make when Samsonite advised it would be carried out under the 5 year warranty the bag is only a year old. I await a response for FMB, and will update on here as to how they performed. Emailed today from FMB, seem my proof of purchase was missed, but all appears to be good now and in progress under warranty. So hopefully be delivered this week in time for our next holiday. Notwithstanding an inability to speak with FMB on the phone and the miss understanding of the warranty Repaire, it would appear the service to have been very acceptable. Received my bag today very quick service once the above was sorted, would benefit all if a manned phone line was available. Otherwise very satisfied with Repaire and end result.

Terrible. Demand photo evidence of damage/ receipts ahead of time &then dont do the work. Their couriers didnt turn up on specified day. Wonder why they changed their name..

As other posters report - total waste of time and money. Was referred to them by Antler (who I will not be buying anything from in future either). Sent them a photo and description of the problem (broken zip), paid the collection fee, waited in for the courier to collect on agreed day (they showed up days later after multiple emails), got the bag back a month later and was told they couldn’t fix it because they didn’t have the part. They didn’t offer to refund the collection charge either.

We sent a 12-month-old Samsonite soft‑spinner to Fixmybag Global for a warranty repair after the top‑corner stitching came loose after just two trips. They kept it for three weeks with almost no updates, then returned it labelled “improperly handled” despite no tears, scuffs, or signs of external damage. This is poor service at its best!

I had an excellent and speedy service from start to finish and my case has come bag as good as new! This means I can use it for many more years and miles!
Thank you!

You have to pay for collection, advising them of the fault with the item. They took payment, collected the bag, and then a month went by and they advised me that the spare item wasn't available to repair. Seems like they're just making profit from the £30 collection of the goods.

The worst customer service I have ever come across. There was zero communication for over well over a month whilst I waited for a simple repair. I sent numerous messages requesting an update but heard nothing back. There is no contact number to ring. I eventually got a final demand for payment having never received the original invoice so I requested a new invoice. I asked the supervisor, Kyle West, for his number so that I could speak to him but he did not want to engage and never gave me a number. I did eventually get the repair and my case was returned to my home but I was very dissatisfied by the complete lack of communication and customer service. This is not what I expected from Samsonite and American Tourister affiliated repair companies.

Absolutely appalling company. I got a notification that my bag was in the workshop and later that day a notification saying it had been shipped without any contact from this company. They sent it back in the exact state not repaired. A complete waste of £15 shipping fee.

Little problem with filling in the repair form but probably due to me. Backup support by the MD sorted me out and my ineptitude was rewarded by a quick and experienced email correction. Well done FMB. Lets hope the repair to my case is a good

Just great service. Fast friendly great VFM.

Outstanding service from start to finish. I arranged for the collection of a suitcase on the Tuesday and it was returned fixed the following Saturday and I had emails informing me of what was happening at every stage of the process.
Very happy

Don't bother with this pathetic company... they were unable to fix a broken hinge and zip on a common Samsonite suitcase, which is only a few years old. Along with the wheels... zips and hinges must be the most common points of failure, so I have no idea what this company actually does.

Terrible communication throughout and the reasons given for not repairing were nonsensical. AVOID LIKE THE PLAGUE!!

I read the reviews and was quite wary, however, my experience was totally different. Used Fix My Bag (K2 Global) for broken hinges on my Samsonite case. Emailed with question before sending and response was within 24 hours. DPD collected parcel and gave receipt. Emails received every step of the way : Received / Assessment and Quote / Payment / Technician / Finished / Delivery
Cannot fault process at all. Case was sent and returned in 7 days. With my experience I would definitely recommend them and would use again. Great service.

I repaired my suitcase with K Global LTD a few days ago. I dropped my bag myself. The customer service was very friendly, communication via email superb. After all these negative comments I thought I would have to wait 2-3 weeks to get the job done. But to my surprise, it was completed in two days. I had to change twisted zip holders/locks on my Samsonite suitcase. Highly recommended!

Do not touch this company. Over 6 weeks and I don’t have my suitcase back. They said it was lost by dhl. No one replies to me and no phone number to reach them

I too have had a terrible experience and wish I'd read these reviews first. It's even more unacceptable given that they are the "authorised repair" centre on the Samsonite website.

Courier picked my bag up as arranged, but left no receipt or other proof of collection. Since then, nothing at all from either the company or the courier. There's no way to contact them by phone, and my messages via the website and direct email go unanswered. It looks like my case is lost (and expensive to replace). Very unhappy with the whole thing.

I'm incredibly unsatisfied with the service. It took over a month to discover that they couldn't repair my bag.
I definitely won't recommend this "service" to anyone.

Had the exact same experience as General Malaise’s reviews.
They are clearly consistent at giving an awful service.
Worst experience with this waste of a
time and money company!!! Sent photos of the damage to my Brics luggage and they were happy to accept the luggage for repair. They are after all the manufacturers UK repairers. Shipping, £15 at my cost.
Barely any communication despite me having to chase them repeatedly. Required my repaired luggage back in time for my upcoming travels.
I had no update (9 business days in) of the progress and only told that 10 business days was standard.
A few days later I receive a message from the delivery company that the luggage is due back with me, without a word from the company.
To my surprise after 12 business days, the luggage arrived having not been repaired. On the paperwork it said there are no parts for the repair.
Why did they accept the luggage at my cost if the part is not available? This broken part was clearly visible from my photos.
Why did it take them 12 business days with no updates to finally let me have my luggage back without any repairs.
Awful service!!!
Now left with a damaged luggage and not enough time to find an alternative repair shop.
Unacceptable and disgraceful!!!

I have spent about 10 mins trying to get through Captcha and eventually gave up