We bought a suitcase in 2023 and this year we discovered that 2 of the back spinner wheels were completely worn down. First we were annoyed that they did not last longer, but then we discovered how ea... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Very pleased to be able to repair my suitcase. Long wait for the spares but easy to order and good instructions on the website to find the right spares for my model.
Company replied
Excellent spare wheels. My suitcase feels like its new again. Easy to change. It took about a month to get the parts, but i was in no rush, so not really a problem.
Company replied
I ordered spare parte. Ordering process was perfect, with a good price, but first delivery was lost. Second delivery was fast, with all pieces and a mounting tool... of the wrong size. Luckily, I had... See more
Company replied
3.7
Average
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 84% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Samsonite
We brought two Samsonite suitcases only seven months old and used for the first time going abroad and the fabric got so dirty and marked. It wasn’t a fabric that could be wiped down had we thought we should’ve gone for a hard shell suitcase, but we went for this one because it was light. We paid £700 for the two suitcases spoke to Samsonite and all they would say was it didn’t fall under the warranty won’t buy another Samsonite and a waste and a loss of £700 as you can see that is the response I got from Samsonite very patronising and unhelpful not to mention the fabric he’s not suitable for a suitcase and the poor quality of fabric they used to make it light. I would be embarrassed to use the suitcase after another trip because the fabric is not a fabric that can stand as a suitcase for travelling. be careful when buying a suitcase because they are all under one umbrella and do not want to know if you are dissatisfied. I would really advise anyone to take advice if you’ve had an item for such a short time and you feel that it has not been to a standard and quality to consider going to the small claims court I think one would expect an item to most certainly last longer than a few months old especially when you pay £700
March 9, 2026
Unprompted review
Reply from Samsonite Europe
Dear Steve,
Thank you for taking the time to share your experience. We are very sorry to hear how disappointed you are that your suitcases got dirty and marked, especially considering that it happened on the first trip abroad.
We understand how frustrating this must be and I hope that you reported this to the airline as this occurred while your luggage was in their hands. I'm afraid the only recommendation I can give is to go step by step in cleaning the fabric as explained hereafter:
1.Clean your luggage with a soft cloth and warm water with mild soap. Make sure the cloth is only slightly damp so water does not get inside your case, and avoid cleaners that contain alcohol, as these may damage the shell.
2.Rinse off any soap residue with a clean, damp cloth and then dry the exterior thoroughly with a soft, dry cloth.
3. Let your luggage air dry completely before storing it in a cool, dry place.
We truly hope this will help. I regret that this experience has affected your confidence in our brand and sincerely apologize for the disappointment caused.
Kind regards,
Samsonite Customer Care
Advertisement
Outstanding service
Absolutely outstanding service from Samsonite!
We came home from holiday to discover our cases had lost their wheels — not ideal — but Samsonite turned it around brilliantly. We got in touch and the spare parts were sent out straight away, no hassle, no delay. The wheels are now fitted and the cases are good to go for our next adventure.
Truly impressed with their customer care. We can’t recommend Samsonite highly enough. Thank you for going above and beyond!
August 25, 2026
Unprompted review
Reply from Samsonite Europe
dear Phil, Thank you for your wonderful feedback! We are delighted to hear that our spare parts service helped get your cases ready for many more adventures. Your kind words mean a lot to us and will be shared with our team. Thank you for choosing Samsonite and happy travels!
The Samsonite Team
Amazing customer care
Amazing customer care. Samsonite shipped me for free the parts to repair the suitcase in an extremely lean and fast way. Super recommended!
August 23, 2026
Unprompted review
Reply from Samsonite Europe
Thank you for your wonderful feedback!
We are delighted to hear that our customer care team was able to help you quickly and efficiently by providing the parts needed to repair your suitcase. Making repairs simple and extending the life of our products is very important to us, so it's especially rewarding to know that you had such a positive experience.
Thank you for your recommendation and for choosing Samsonite. We wish you many more enjoyable journeys with your suitcase!
Kind regards,
The Samsonite Team
The quality of the suitcases is good the repair is even better
The quality of the suitcases is good, but there is always a limit when it comes to lifetime. I could extend the lifetime of two of my suitcases with the free self repair kits from Samsonite. That is great!
One had a damaged handle after rude handling at the airport. The other had bad wheels and a bad screw connection.
August 20, 2026
Unprompted review
Reply from Samsonite Europe
Thank you for taking the time to share your experience with Samsonite!
We're delighted to hear that our free self-repair kits helped extend the life of your suitcases. Being able to replace a damaged handle and repair worn wheels so that your luggage can continue to travel with you is exactly what we aim for. We believe that repairing products whenever possible is an important part of sustainability, and we're pleased that our spare parts and self-repair solutions were able to support you.
Thank you for your trust in Samsonite and for your kind words about our products and service. We wish you many more journeys with your repaired suitcases!
The Samsonite Team
Our 2 year old Samsonite suitcase had a…
Our 2 year old Samsonite suitcase had a damaged wheel. I was very pleasantly surprised that it’s possible to order a replacement wheel free of charge! I just replaced it and glad we didn’t have to throw away a suitcase just because of a broken wheel! Great sustainability!
August 23, 2026
Unprompted review
Reply from Samsonite Europe
dear Elisabeth
Thank you for taking the time to share your experience with us!
We are delighted to hear that you were able to obtain a replacement wheel for your suitcase and successfully repair it yourself. Extending the life of our products through repair and spare parts availability is something we strongly believe in, so it is especially rewarding to know that this helped you continue using your suitcase instead of replacing it.
Your comments about sustainability mean a lot to us. We are committed to helping our customers enjoy their Samsonite products for many years, and your feedback confirms the value of this approach.
Thank you again for your kind words and for choosing Samsonite. We wish you many more enjoyable journeys with your suitcase!
Kind regards,
The Samsonite Team
Advertisement
Had a required repair
Had a required repair. Logged into Samsonite, entered by item code (pointed where to find on the website) and easily found the replacement part. Was sent out by courier, free of charge, was a little but fiddly to replace, but straight forward, could not be happier with the online and product support
August 17, 2026
Unprompted review
Reply from Samsonite Europe
Dear James
Thank you so much for taking the time to share your experience with us.
We are delighted to hear that you were able to easily identify the correct replacement part using our service portal and that the ordering process was straightforward. It's especially rewarding to know that the part was delivered promptly and that you were able to complete the repair successfully yourself. While some repairs can require a little patience, we're pleased that the instructions and support provided helped make the process manageable.
At Samsonite, we are committed to helping our customers enjoy their products for as long as possible, and your feedback confirms the value of making spare parts and self-repair options readily available.
Thank you again for your kind words and for choosing Samsonite. We truly appreciate your support and wish you many more years of travel with your Samsonite product.
I ordered a spare part online and got…
I ordered a spare part online and got it within a couple of days in the mail. It was for free!
May 30, 2026
Unprompted review
Reply from Samsonite Europe
Thank you for your positive review, Stefan!
We are delighted to hear that ordering your spare part was quick and easy, and that it reached you within just a few days. We are especially pleased that we could provide the part free of charge and help keep your luggage in great condition.
Spare parts ordered very efficiently
I had a perfectly fine suitcase but the wheels were completely worn. I ordered a new set, delivered at my house, installed very easily and now my suitcase is as good as new! Thank you Samsonite!
August 13, 2026
Unprompted review
Reply from Samsonite Europe
Dear customer
We are delighted to hear that a simple wheel replacement has given your suitcase a new lease of life. Providing spare parts that help our customers continue enjoying their luggage for many years is something we truly believe in.
Thank you for taking the time to share your experience and for choosing Samsonite. We wish you many more enjoyable journeys with your "refreshed "suitcase.
Spare parts delivery
I ordered spare parte. Ordering process was perfect, with a good price, but first delivery was lost. Second delivery was fast, with all pieces and a mounting tool... of the wrong size. Luckily, I had a right one at home.
August 17, 2026
Unprompted review
Reply from Samsonite Europe
Thank you for taking the time to share your experience. We are delighted to hear that you found the ordering process easy and competitively priced. At the same time, we sincerely apologize for the inconvenience caused by the loss of the first shipment and for the incorrect mounting tool included with the replacement order.
We appreciate your patience and are glad that the replacement delivery arrived quickly and that you were able to complete the installation. Your feedback is valuable and will help us improve both our delivery processes and quality checks. We'll keep an eye on future shipments of tools to make sure they fit with the requested parts
thanks again !
the spare parts team
Advertisement
Using the repair service
Required a replacement wheel for my Samsonite traveller case. Provided my model details and was promptly provided with enough wheels for my whole suitcase, not just the one requested. Very impressed with the speed of the delivery and that the items were provided free of charge and no questions asked. Very good service. Would highly recommend the repair service. Easy to install the wheel once received too.
December 9, 2025
Unprompted review
Reply from Samsonite Europe
Dear Henry, thank you for your wonderful feedback!
We are delighted to hear that you had such a positive experience with our spare parts service. It is especially rewarding to know that the replacement wheels were delivered quickly, easy to install, and helped restore your suitcase to excellent working condition.
At Samsonite, we are committed to helping our customers enjoy their luggage for as long as possible, and we are pleased that our service met your expectations.
Thank you for taking the time to share your experience and for recommending our repair service. Your kind words are greatly appreciated and serve as a wonderful encouragement to our team.
Kind regards,
The Samsonite Team
What a nice service
What a nice service ! One of the wheels was broken by hard handling at Nice airport. I ordered a new one . Simple replacement and all works again. Came free of charge . The suitcase is ready for another 10 years. For sure I buy Samsonite next time also when the service is this good.
August 7, 2026
Unprompted review
Reply from Samsonite Europe
Dear Axel !
We are delighted to hear that the replacement wheel helped get your suitcase back on the road after the bad handling at Nice airport ! We are happy your suitcase is ready for many more adventures.
Thank you for taking the time to share your experience and for your kind words about our spare parts service. Knowing that this experience has reinforced your confidence in Samsonite means a great deal to us.
We wish you many more happy travels with your suitcase and look forward to accompanying you on future journeys.
Kind regards,
The Samsonite Team
Excellent service
Excellent service, even though the wheeler had the wrong ID, which complic ated matters. This is the second time we got a spotless service!
August 13, 2026
Unprompted review
Reply from Samsonite Europe
Thank you for your wonderful review, Wouter!
We are delighted to hear that you received excellent service and that our team was able to assist you successfully despite the complications caused by the incorrect product ID. Knowing that this is already your second positive experience with us makes your feedback especially rewarding.
Thank you for your continued trust in Samsonite and for taking the time to share your experience. We look forward to being of service again whenever needed.
Kind regards,
The Samsonite Team
Very easy getting spare parts
That you can get spareparts and repair you old Samsonite suitcase is really great. If you have you product number it is super easy to get the right parts.
August 11, 2026
Unprompted review
Reply from Samsonite Europe
Great to hear that you used our parts service to get your luggage up and running again! wishing you many more careless travels with your Samsonite companion !
Advertisement
Reply from Samsonite Europe
Hi, thanks for your review! Wishing you a lot of new adventures with your new suitcase!
Kind regards,
Samsonite Europe
Very poor service from Bicester Village Shop
Happy with the bag purchased, and hope it lasts. Good price from the Bicester village shop. Service was poor in my opinion, no greeting (despite shop being empty and 2 staff members present), no conversation or help at all. Unsure if this was due to being dressed casual and not the typical ‘Bicester Village’ type, which is a shame as budget was not a factor. I believe there is warranty on the item but wasn’t told how long for. Very disappointing service overall.
August 5, 2026
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you for taking the time to share your experience with us.
We're very sorry to hear that your visit to our Bicester Village store did not meet your expectations. Every customer should feel welcomed, valued, and supported, regardless of how they are dressed or any other circumstance. We sincerely apologize that this was not your experience.
We're pleased to hear that you're happy with your bag, but we're disappointed that the level of service you received left you feeling let down. Your feedback regarding the lack of greeting, assistance, and information about the warranty is very important to us.
Please be assured that we will share your comments with the responsible department and the store management so they can review this experience with the team and take any necessary steps to improve.
Thank you again for bringing this to our attention. We hope we'll have the opportunity to provide you with the warm and attentive service you deserve on a future visit.
Kind regards,
Samsonite Europe
Reply from Samsonite Europe
Thank you for your wonderful review! We're delighted to hear that everything was great. We truly appreciate your support and hope to welcome you again in the future!
Easy to repair
Easy to repair. Ordering the pieces was a bit difficult, but in the end I managed. The only reason for not giving five stars is that it took a week to get the pieces.
August 5, 2026
Unprompted review
Reply from Samsonite Europe
Hi Patrick,
Thank you for your review! We're glad to hear that you found your product easy to repair and that you were able to order the parts successfully in the end.
We appreciate your feedback about the ordering process and the delivery time. We're always looking for ways to make ordering replacement parts simpler and faster, and your comments help us identify where we can improve.
Thank you for choosing us, and we hope to provide you with a five-star experience next time!
Kind regards,
Samsonite Europe
Advertisement
Customer service + repair
I had an issue with the handle on my suitcase, so I contacted customer support by filling out the online service form. In less than a week, I received the replacement part at my home.
That's why I always buy Samsonite suitcases, high-quality products and excellent after-sales service.
July 31, 2026
Unprompted review
Reply from Samsonite Europe
Thank you for your review! We’re happy to hear that the replacement handle arrived so quickly and that you’re satisfied with our after-sales service. Thank you for your continued trust in Samsonite! 🧳✨
Big shout out to Sam from Florence
Big shout out to Sam from Florence. He was extremely helpful with us picking a suitcase. Great customer service, thank you Sam from the Florence store!
August 1, 2026
Unprompted review
Reply from Samsonite Europe
Thank you for your kind review! We're happy to hear that Sam provided such excellent service and helped you find the right suitcase. We'll be sure to pass on your compliments to our Florence store team. Thank you for choosing Samsonite, and happy travels! 🧳✨
Customer service is great
Customer service is great. Was the 2nd time I requested spare parts for my Trolleys. Whereas I'm not so happy with the product quality I'm very satisfied with the ease of ordering spare parts through the website. Fast and free delivery for warranty parts.
July 9, 2026
Unprompted review
Reply from Samsonite Europe
Thank you for your review. We're happy to hear that our spare parts service was easy to use and that the delivery was fast and hassle-free. Thank you for choosing Samsonite, and we wish you many more enjoyable journeys! 🧳✨
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.