Genius Pack Reviews 27

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 never buy this brand again.

No one has reached out to me, I am sorry but this poor customer service has turned a customer away.

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 bag uses a nonstandard 5 screw mount so I cannot source a replacement. Now I have a useless bag. Fyi they have managed to erase my reviews on many sites including trust pilot. Scum bag company.

i bought two exact bags. Both of the handles broke off of one of the bags after about 5 uses. Both bags were stored under the stairs in a temperature controlled environment. I was past to warrenty date so they refused to replace the handles. Any bag should make it past 5 uses. There are other options out there.

I have purchased many Genius Pack pieces of luggage over the years for myself and family members. After a couple of years, ALL of the handles of my 3 piece group broke off. I reached out to Genius Pack and they said that they couldn't be repaired. At this point, I had purchased numerous pieces for my children and grandchildren as well. I really like the organization. I ended up buying a new 3 piece set in 2024 to replace my other set. I used the large suitcase for the second time in February and on the trip towards my destination, the wheel and corner cracked and broke apart. I was able to duct tape it to get it home and was hoping that this would be covered under warranty. There were 4 other people in my group, their luggage arrived fine, no damage. I did not over pack, I did not drop my luggage. Nothing out of the ordinary travel. I was told by Genius Pack that they wouldn't warranty this even though they state to have a warranty. A suitcase should last more that 1 trip. I am very disappointed in the poor customer service and quality. 2 strikes as far as I am concerned. I was really hoping for a better result considering how many items and accessories I had purchased. By the way, this is the first review I have EVER posted for anything. Very frustrating.

Horrible customer service and no free returns. I will not recommend this company to anyone.

They rip off customers.

Stay away from this company. My experience was a nightmare. They sent me the wrong carry on Twice!!! Sent me a refund notification and they didn't process the refund.

This is the third time using my large suitcase and one wheel is broken and one zipper is also broke. I am disappointed in this product.if I could give no star I would

Just like some of the other reviewers, I bought a G4 Soft side carry on just before Covid. After just a couple of trips to the wheels deformed. Customer Service refused to help in any way and wouldn’t even sell me replacement wheels, so I had throw away an almost unused suitcase. It was only just beyond the one year warranty but had barely been used.
After a lot of correspondence, this was my final reply from the Customer Service: “Thank you for writing back to us. Unfortunately, we are out of replacement parts such as wheels and handles. When available, these parts are also only for luggage that is eligible for warranty. I apologize for this matter. You may bring your luggage to a local repair shop near you, they may be able to help you with this matter.”
Of course, no local repair shop can repair this item.
Complete rubbish

Purchased the large check in suitcase along with a matching carry-on. A wheel cracked in half on both suitcases rendering them useless. I contacted Genius Pack customer service who never bothered to respond. I was only looking for replacement wheels and not total replacement. Their product is GARBAGE!!!

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 answer emails asking for assistance. This has been going on for over a month.

I have been using them for 4 years and they are so practical, smart and handy. They deliver to Lebanon, thank you

Smart carry on, I have been using it for years since it’s feature in Cedar Wings magazine, smart pockets, umbrella pocket and an intelligent dirty clothes private pocket. I love it

Fell apart in the airport. The wheels started to de-laminate and it was downhill from there. The bag had previously only been on a few overnight trips, and is just a few years old. No support from manufacturer. No parts available, and the wheel mounts do not match any aftermarket parts.

These are the worst suitcases I have ever owned. The telescope handle is a nightmare to open and close, the lining on the laundry side of the suitcase ripped apart at the seams on the first use, and the wheels jam all the time. The wheels jammed while walking through the airport once and it caused the suitcase to tip over which caused my laptop screen to shatter since my backpack was looped trough the telescopic handle. Customer service was no help and now I am stuck with over $400 is terrible luggage. STAY AWAY.

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 have a listed phone number, so contacting them if you have an issue may be difficult - they weren’t quickly responsive to my email, and other reviewers say they’ve gotten no response. Also I don’t recommend buying the accessories like battery backups from them…they’re no different from and priced much higher than similar products elsewhere.

Bought the bag in 2019, used it once and the clips for laundry bag broke. No way to replace them, the company sent a new bag...but it was not for my piece of luggage. Decided to live with it because hey the laundry bag rolled up is not really compression and took too much space anyway. The design doesn't work.
Next, the zipper on the back compartment just came off one day with nothing in the pocket. I was zipping it up store the bag, wooop off it came.
Next, used the bag maybe twice during local road trips (no airline abuse) and the drink holder fell apart.
Next, I took it out of the bedroom closet, packed it for London (yeah first real trip since pandemic) and the wheel just disintegrated.
Emailed CS to get a some lame answer that "sorry we do not have parts, but will see if it is a warranty issue, but they cannot send it for a warranty issue because they do not have parts!" (WT?)
No wonder it has a 2 year limited warranty, it is an inferior bag and they do not stand by it.

Original purchase—January 2018

Had warranty issues with that one with the straps inside the bag ripping for the laundry roll and it was replaced.

Replacement—March 2020—right before Covid

I stopped travelling as much for work in 2020 and 2021 so it was barely used in those years.

In 2022 I travelled more and that’s when one of the wheel’s rubber completely fell off and another is close to falling off.

I was walking in the airport and it started making noises and I pulled off to the side and saw the rubber off one of the wheels and starting to deteriorate significantly from another wheel.

And given covid in 2020 and 2021, this has not been used very much at all in the last 2 years.

They said out of warranty since over 2 years old (even though no one could travel during covid as part of those two years)....i said, back to samsonite...

I have a Genius Pack 5, barely used w defective fabric. Though I have reached out to the company for resolution, they are refusing to honor their product. I now find myself w upcoming travels, a new Genius Paxk suitcase which is unusable & now need to look at buying another new suitcase for my travels. I am extremely disappointed in this company.

2 wheels broke after the 4th use - I like the design but so disappointed with quality. I have had a travel pro suitcase for over 20 years and the wheels are still good