Appalling after-sales service: 64+ working days of silence, a promised refund ignored, and an invoice I never agreed to
My suitcase was sent in for repair on May 27, 2026, and coverage was confirmed on June 17. For more than 64 working days, I received no solution and no concrete follow-up, even though the website promises a processing time of 5 working days. I had to chase customer service over five times just to get answers.
The website states that if the deadline is exceeded, the customer can consider the contract terminated and request a full refund as the only remedy. I made that request. It was simply ignored, and they created a replacement order instead, without my agreement.
Then came the insult. I received an invoice for €46.64 incl. VAT for that very order, with a demand for immediate payment and a threat of penalties. They had never sent any quote or mentioned any cost, and I never gave my consent. I had to formally dispute it in writing.
The invoice was only cancelled after my complaint. Their explanation for the lack of follow-up? A staff member was absent and their mailbox was not accessible to colleagues, so my case went unmonitored for months. The refund I'm entitled to under their own terms was refused. No goodwill gesture at all, just a code for 20% off a future purchase, as if I'd want to buy from them again after this.
I strongly advise against buying here if you value reliable after-sales service.
Reply from supportandgo.com
Bonjour Sandra,
Nous comprenons pleinement votre déception et sommes sincèrement désolés que votre expérience avec notre service après-vente n’ait pas été à la hauteur de vos attentes. Nous regrettons les difficultés successives rencontrées, ainsi que le délai à certaines étapes de votre dossier.
Nous avons pris le temps de réexaminer attentivement votre situation et de vous apporter une réponse détaillée. Votre bagage a finalement été remplacé, la facture reçue a été annulée et nous vous avons confirmé qu’aucune somme ne restait à votre charge. Une geste commerciale a également été accordée afin de tenir compte de la situation.
Nous regrettons sincèrement cette accumulation de difficultés et comprenons qu’elle ait pu altérer votre confiance envers notre service. Nous vous présentons à nouveau toutes nos excuses pour cette expérience.
Samsonite Europe