Wheels have started to disintegrate . Warranty was up so I contacted them to see if.i could buy replacement wheels. When they finally got back to me they said they would not sell me the wheels. As the... See more
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The handle on my hard case broke off. I have never had this happen on any of my suitcases. I emailed the company to see if it can be replaced and order a handle but they ignored my email. I will ne... See more
Nice luggage BUT horrible customer service. My latest order was lost or destroyed by UPS and getting any resolution from Genius Pack has been impossible. I can’t get them to return phone calls or an... See more
Bought the High Altitude Flight Bag & backpack with integrated suiter for my sons for a good price a few months ago. They seem fine and are lightweight and cleverly designed. Be aware that they don’t... See more
Company details
Information provided by various external sources
Innovative Luggage, Technology Integrated Suitcases, Travel Goods That Revolutionize The Way You Travel, Extremely Functional Luggage | Genius Pack
Contact info
New York, United States
- geniuspack.com
Wheels broke after 4 trips
Wheels broke after 4 trips. Stupid and irresponsable bad quality. Company refuses to fix. Also they only post the good reviews on their website and filter out bad reviews.
May 22, 2022
Unprompted review
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Really horrible product
Really horrible product. I decided to spend a lot of money on a GENIUS PACK G4 CARRY ON SPINNER in 2019 - due to lockdown I barely used it and only recently started traveling again. The wheel broke on the third time using it and Genius pack will not send a replacement even if I offer to pay. I've contacted a repair service and they can't help and no similar wheels are available online. What a complete waste of money!
February 19, 2022
Unprompted review
horrible customer service
horrible customer service. I have emailed them 4 times over the past 2 weeks and have yet received a reply back. This is in regards to a return. we have bought from them in the past with no issues, but we will no longer be a customer with this type of treatment.
May 17, 2021
Unprompted review
I would say they have horrible customer service but they don't have any customer service
I inadvertently ordered a carry on bag instead of a check in bag and I cannot get anyone to respond to my multiple emails. All I want to do is exchange it for the correct size and I get nothing in response. I cannot find any phone number to call only email addresses. Very frustrating!!
May 10, 2021
Unprompted review
Nonexistent customer service.
Tried repeatedly to contact this company and no one answers. No one. No phone number. Good luck. Disappointed in a company like this to have such lousy customer service. This is the last time I will deal with a company that doesn't have a phone number to handle unexpected issues.
Also, all reviews on their website are 5 stars--even the ones that are complaints. What a crock.
June 23, 2020
Unprompted review
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BUYER BEWARE-Inferior/Cheap parts, warranty issues & horrible customer service
I purchased a brand new Genius Pack 4 carry-on from an authorized retailer in early July 2019 & used it for the first time in mid-October 2019.
The only reason I bought this overpriced ($200+) bag was because of the laundry compression feature & during my first use the cheap plastic clip on the laundry compression strap broke, rendering this feature completely useless. This bag came with a 5 year manufacturer warranty.
This bag is loaded with some great features, but unfortunately the materials & hardware used are poor/inferior quality.
This company does not have a phone # anywhere on their website, so I was forced to contact them via email. Their website boasts same day response, yet I had to send 2 emails in 1 week before getting any response.
The company refused to provide a refund for their defective product & insisted I must contact the retailer for a refund. I reminded them that they were responsible for honoring their warranty (not the retailer) on numerous occasions.
More than a month later, the company still hasn’t provided me with a refund, prepaid label to return the defective bag or any other warranty details, despite multiple email requests. I finally got a phone #, however to date my calls have not been answered or returned.
Due to this company’s unscrupulous & dishonest business practices, I will be filing a formal complaint with the Better Business Bureau AND the Attorney General.
Wish I’d seen all the negative reviews on Amazon prior to making this purchase elsewhere, as I would have saved my money, time & effort.
January 1, 2020
Unprompted review
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