Excellent service got Samsonite spare parts within 4 days !!
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I've used my little pull-bag A LOT in 4 years and the rubber on 2 wheels wore completely off and then in my last trip the pull handle bent and couldn't be retracted. Now im moving countries in 2... See more
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Outstanding service! One of the side locks on our Samsonite suitcase stopped working properly, we've had it for a couple of years. On Sunday, I filled out the warranty form online and selected the fau... See more
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I love Samsonite products. All of my suitcases are from this brand and laptop backpacks. One of the suitcase has a broken piece and through Newsletter I found out they have a repair week, where custo... See more
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Samsonite Suitcase Poor Quality
I bought the large and cabin Disney Wavebreaker suitcases Nov 2024. On using the large suitcase the second time, when we arrived at Heathrow, I lifted the suitcase off the conveyor belt and the hard shell cracked when put on the ground. The warranty does not cover the shell, probably because it breaks so easy. I sent it off to be tested, but Samsonite have advised there is nothing wrong with it.
Do not buy these suitcases, they are not of a good quality when they break after little use. I have had other brand suitcases that have lasted for years and have been used for many vacations around the world with no issue.
June 7, 2025
Unprompted review
Reply from Samsonite
Hi Jenny,
Thank you for reaching out and sharing your experience. We’re sorry to hear about the damage to your suitcase and understand how disappointing this must be.
Please note that our warranty covers manufacturing defects but does not extend to damage caused during transport. Based on your description and the assessment conducted, there appears to be no manufacturing fault with the suitcase.
In cases where damage occurs during air travel, we recommend contacting the airline as soon as possible. Most airlines have procedures in place to handle baggage damage claims, especially if reported immediately upon arrival. Since the damage occurred during transit, it would be best to file a claim directly with the airline involved.
We understand your frustration and appreciate your feedback, which helps us improve our products and service.
Kind regards,
Samsonite Europe
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Beware,Samsonite warranty not worth the paper it’s written on!
This is an update regarding my Samsonite cases costing £700 used once, the wheel buckled causing a crack in the shell and now they can’t be used.
After the first case failed it was sent to fixmybag and that was deemed negligence on my part, that case was useless.
I used the other case for another trip and exactly the same thing happened in exactly the same place. At this stage I contacted Samsonite again as it appeared there was a manufacturing problem.
Both cases were sent back to fixmybag but of course, Samsonite insist it was my fault either during use or caused by a major impact that could have been the fault of the airline.
Both cases were checked when taken off the airport carousel and they were intact, we always check.
The moral of the story is don’t buy expensive Samsonite cases as the warranty is useless along with their cases and customer service.
August 19, 2025
Unprompted review
Reply from Samsonite
Hi Mrs Hope,
Thank you for your feedback regarding the issues with your Samsonite suitcases.
We want to clarify that after careful evaluation by our local customer service, the damage to your suitcases has been classified as transport damage, which unfortunately is not covered under the Samsonite warranty. Our local team has communicated this to you, along with a detailed explanation.
In recognition of your situation, we offered a commercial gesture as a goodwill effort, even though the warranty terms do not cover this type of damage. You chose not to accept this offer.
We are sorry we cannot assist further in this case and believe you have been sufficiently informed.
Kind regards,
Samsonite Europe
Poor customer service …
Disappointed at the customer service and lack of help I received from Samsonite about my suitcase which has a snapped internal strap.
Make sure you keep all correspondence from them saved until the warranty expires as Samsonite don’t and are therefore unwilling to help.
August 6, 2025
Unprompted review
Reply from Samsonite
Dear Janet, sorry to hear you are disasppointed about the lack of service from our after sales team. Would you mind sharing a case number or other references so we can investigate what went wrong? many thanks in advance
Worst customer service ever
I returned the product a week ago, and UPS shows that the package has been lost. Samsonite has suspended the refund process and opened an investigation. But how is that my responsibility if you lost the package? I never expected such treatment from a company with such a reputable history. Moreover, you are ignoring the emails I have been sending.
1ZR6R2539196487113
July 31, 2025
Unprompted review
Reply from Samsonite
Dear Mohamed,
Thank you for reaching out!
We understand your concerns regarding the return parcel with tracking number 1ZR6R2539196487113.
Please note that since the parcel has not yet arrived at our return address, a refund has not been processed automatically at this stage. Our logistics department has already initiated an investigation with UPS, as they need to locate the package and determine its whereabouts, either returning it to you or forwarding it to our facilities.
This matter has been escalated with our logistics team, and our finance department is currently awaiting further approval to issue the refund in your favour. Rest assured, once this process is completed, we will keep you informed promptly.
We sincerely appreciate your patience and understanding during this time. We are actively working on resolving this issue and apologize for any inconvenience caused.
Thank you for your cooperation.
Best regards,
Team Samsonite Europe Online
Mis-Selling of Goods (Response to Samsonite Reply)
Further to Samsonite response to my initial review re. Mis-selling of goods, Customer Services simply sent me a copy of an online page with no offer even to repair the cases. Most customer service departments have someone who will listen to a complaint and try their very best to keep a customer happy - your customer services department didn't even pick up the phone and simply sent a very curt reply. I feel they are trained to be curt in order to avoid assisting unsatisfied customers. The cases were not bought online BUT in a shop where we specifically asked for the best cases available which would hold heavy documents and which would last. We bought the cases on the understanding that they were indestructible and scratch free as advised by the Samsonite specialist in the shop where we bought them. We would not have purchased them knowing the poor quality and feebleness of the cases are and what a bad guarantee Samsonite have written to cover themselves with but which in no way protect the customer. Can you at least repair the cases so that we can on-sell them to get our money back and buy a strong and durable product from another manufacturer?
May 25, 2025
Unprompted review
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Very bad advertising
Very bad advertising
After claiming free delivery I got charged for delivery and another delivery charge for returning item .Buyers beware
July 9, 2025
Unprompted review
Reply from Samsonite
Hi Karim,
Thank you for your feedback. We're truly sorry to hear that your experience with our customer service did not meet your expectations and that there are issues with the product you received.
We take such concerns seriously and would like the opportunity to look into this further for you. Please reach out to our customer care team at customer.care@nayan.com with your order details, and they will be happy to assist you directly.
Thank you for bringing this to our attention.
Kind regards,
Samsonite Europe
Great customer service, great sustainability
A wheel on our samsonite suitcase broke due to baggage handlers. I filled in a request online on the samsonite support site and they sent a new free wheel free of charge which is easy to fix yourself. Great customer service and great sustainability! We would have otherwise had to throw it away to end up as landfill
June 26, 2025
Unprompted review
Reply from Samsonite
Hi Jo,
Thank you so much for your kind words! We're delighted to hear that you had a positive experience with our customer service and that you appreciate our commitment to sustainability.
We understand how frustrating it can be when luggage gets damaged during travel, so we're glad we could quickly provide you with a replacement wheel free of charge. It's great to know that the repair was easy and helped extend the life of your suitcase—avoiding unnecessary waste is something we truly care about.
Thanks again for taking the time to share your experience. We wish you many more smooth and enjoyable journeys ahead!
Warm regards,
Samsonite Europe
Excellent customer service!
13 years ago I bought a Samsonite hard case bag. After many trips the handle broke. I was unable to find the spare part via their website so I send a message with the serial number. Completely free of charge they send me a new handle. What a excellent customer service!
May 26, 2025
Unprompted review
Reply from Samsonite
Hi Kasper,
Thanks for your lovely review. It's wonderful to read that even after 13 years we were able to help you with a new handle. Your suitcase is now ready for new adventures!
We wish you a lot of safe travels in the future.
Kind regards,
Samsonite Europe
Sustainable and excellent quality brand
I love Samsonite products. All of my suitcases are from this brand and laptop backpacks. One of the suitcase has a broken piece and through Newsletter I found out they have a repair week, where customers could bring their (functionally) broken suitcase and got it fixed for free regardless if it was on guarantee or not. I appreciate it as this is good for the environment.
May 17, 2025
Unprompted review
Reply from Samsonite
Hi Krystyna,
Thank you so much for your kind words and for being a loyal Samsonite customer!
At Samsonite, we believe that durability and sustainability go hand in hand. Extending the life of our products through repair not only supports our commitment to high quality, but also significantly reduces environmental impact.
It’s great to know that you value this approach too — together, we can make travel more sustainable. We hope your suitcase continues to serve you well on many journeys to come!
Kind regards,
Samsonite Europe
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Guarantee honoured - thank you
I bought a laptop backpack to use for work which I initially loved (Ecodiver costing over £100). Just after a year of light use I noticed one of the zips had come off the runner. I sent it to Samsonite for repair and they have returned it saying they cannot fix it. The report states there is damage to stitching which is incorrect and it was clear the bag was in excellent condition with no signs of misuse or wear. Assessing it I would say they needed to undo a couple of stitches, but zipper back onto its runner and then restitch. After contacting Samsonite again for a second opinion they have agreed the bag can be repaired under warranty which has restored my faith in a reputable company. Thank you Samsonite for honouring a guarantee because I absolutely love this bag and I get great pleasure out of using such a well designed product,
May 19, 2025
Unprompted review
Reply from Samsonite
Hi,
Thank you for your feedback. We're sorry to hear that your experience with your Samsonite backpack and our repair service did not meet your expectations.
To better understand and address your concerns, we kindly ask that you provide us with more information regarding the damage and the repair request. Please email us at repairstatus@samsonite.com, including any relevant details, photos, and your case or reference number. Our team will be happy to review your case further.
Thanks in advance.
Kind regards,
Samsonite Europe
Top service at Samsonite Amsterdam!
Top service at Samsonite Amsterdam!
I had great service at the “repair week”. My suitcase was repaired in great condition!
May 17, 2025
Unprompted review
Reply from Samsonite
Hi,
Thanks for your lovely review. We are pleased to read you had such a positive experience during our repair week in Amsterdam.
Your suitcase is ready for new adventures!
Wishing you a lot of smooth and safe travels.
Kind regards,
Samsonite Europe
Samsonite repair week
During the repair week, I had my Samsonite suitcase repaired and completely free of cost. I have already used the suitcase for 10 years. Now I think it can last for another 10 years.
May 18, 2025
Unprompted review
Reply from Samsonite
Hi Qin,
Thanks for taking the time to write a review. It's lovely to read that we were able to repair your suitcase free of cost during our Repair week.
It’s exactly this kind of service and commitment to durability that we stand for, and we’re thrilled that your suitcase is now good for many more years of travel.
We wish you a lot of smooth travels in the future.
Kind regards,
Samsonite Europe
I love Samsonite now
I love Samsonite now! Went to Samsonite in Koningsplein, Amsterdam with my hand carry luggage during repair week to have the stitches fixed. Instead of repairing the luggage, they instead offered to replace my old luggage with a new one discounting the full amount of my old luggage for the new luggage. So went to get my old luggage repaired but went home with a brand new discounted luggage. A win-win deal! I felt like investing on Samsonite luggages is worth it!
May 18, 2025
Unprompted review
Reply from Samsonite
Hi Lebron Roph,
Thank you so much for your amazing review!
We’re delighted to hear about your experience at our Koningsplein store during Repair Week. It’s great that the team could offer you a solution that left you not only satisfied but walking out with a brand-new suitcase! We’re all about finding the best outcome for our customers, and we’re so glad you felt it was a win-win.
Here's to many more journeys with Samsonite by your side!
Kind regards,
Samsonite Europe
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I visited the store in Amsterdam with…
I visited the store in Amsterdam with the intention to order a new handle for the cabin size light cube deluxe. The team informed about the repair week and I decided to come again the next day with my luggage in order to order the part. The team informed the store is super nice and polite. And not only the order the broken part for my cabin luggage, they also did that for the larger one of the same series as well as wheels for both. Awesome service, awesome team. The person who checked my luggage was amazing ordering everything we discussed.
May 17, 2025
Unprompted review
Reply from Samsonite
Hi Manos,
Thank you so much for your fantastic review!
We’re thrilled to hear that your experience at our Amsterdam store was so positive. It’s great to know that our team not only helped with the handle for your cabin luggage but also went the extra mile to order parts for both your cabin and larger suitcase, along with the wheels. We’re so happy that our team could assist you in such a thorough and efficient way.
Your kind words about our team mean a lot, and we’ll be sure to pass them along to everyone involved. We’re here for you whenever you need us again.
Wishing you many smooth travels with your Samsonite luggage!
Kind regards,
Samsonite Europe
The service is splendid
May 18, 2025
Unprompted review
Reply from Samsonite
Hi Jindong,
Thanks for your positive review.
We’re thrilled to hear that you had a great experience with our service. If you ever need assistance again, we’re here to help.
Wishing you safe and happy travels!
Kind regards,
Samsonite Europe
Super nice stuff and super fast service
May 17, 2025
Unprompted review
Reply from Samsonite
Hi Wynne,
Thank you for your kind words!
We’re so glad to hear you were happy with our team and the quick service. We always aim to make the experience as smooth and pleasant as possible.
Hope to see you again — safe travels!
Kind regards,
Samsonite Europe
The staff was very helpful
The staff was very helpful. Changed my wheels for free and the handle. Also the people there know their stuff. They can identify models and from which country just by looking the luggage. Very impresive
May 17, 2025
Unprompted review
Reply from Samsonite
Hi Vladimir,
Thanks for your lovely review. We are pleased to read that our team was able to change your wheels and handle for free during our repair week, and that you were impressed by their knowledge and expertise.
Thanks again for your kind words, and we wish you many more smooth and worry-free travels.
Kind regards,
Samsonite Europe
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The free repair week is amazing
The free repair week is amazing. The staffs are amazing. They are professional and very attentive. Additionally, they also explain everything clearly. Excellent service.
May 16, 2025
Unprompted review
Reply from Samsonite
Hi Sunny,
Thank you for your wonderful review!
We're so happy to hear you enjoyed our Free Repair Week and that our team made a great impression. Providing clear communication and attentive service is something we truly care about, so your feedback means a lot to us.
Thanks again for taking the time to share your experience — we look forward to seeing you again in the future!
Warm regards,
Samsonite Europe
Great repair experience
It is the first Repair Week in Amsterdam Samsonite store. My suitcase get repaired in 10 minutes, no need to order parts and wait for days. The staff is friendly, and the repair is free for this week. After the repair (four wheels and side belts) the suitcase look quite new.
May 15, 2025
Unprompted review
Reply from Samsonite
Hi Fiona,
Thank you for your kind review! We’re thrilled to hear that your suitcase looks as good as new after the repair of the wheels and side belts.
During our Repair Week, all repairs at our Samsonite store in Amsterdam were free of charge, and we’re glad you were able to take advantage of this offer.
Wishing you many safe travels ahead!
Kind regards,
Samsonite Europe
Poor quality and warranty for the price
For a £100+ backpack, I would have expected a longer warranty than two years and a return or refund service. My bag has had minimal use, yet the zipper track has come away from the fabric and it no longer closes. Unlike other brands, they do not offer a long warranty on any part of the backpack. The Oxford Circus store has a repair shop inside but could not even offer to fix it, which would have been some consolation. Overall, with no offer to replace, refund or repair the bag I wouldn't say this brand is worth the money.
May 12, 2025
Unprompted review
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