Samsonite Reviews 614

My Samsonite suitcase had been used for 3-4 short trips by train when I noticed some of the casing had come off the bottom of the suitcase, presumably when I had been walking through London and the suitcase had hit the pavement. Shocking quality. Samsonite refused to honour the warranty and fix the suitcase. To quote Samsonite, "visual inspection suggests that the suitcase may have struck a curb with considerable force" and therefore it wasn't covered by the warranty. It hit the curb with a reasonable amount of force, nothing egregious, because I was walking through London and the pavements don't all have nice slopes before the crossings... If a suitcase cannot navigate a city's pavements, then it's not fit for purpose.

Terrible. Allowed my Christmas gift to go missing. Took me chasing it for them to realise. Expected better

Avoid this company. Simone Stork and Mr McGue (UK) may God strike you both down with the worst with suffering. You stole my case, you rang me Simone +491728069140 your number and now called me a liar saying you didn't. What an absolute lying peice of traitor trash you really are. I really hope nothing good happens to you in life. Scumbag German thieves....

My suitcase is more than 12 years old, and it was a pleasure to learn that I could still get perfectly fitting spare wheels. Mounting the new was no sweat.

My Samsonite cabin bag lock wouldn't open on a recent trip so I had to break into it myself in order to open the suitcase. The wheels were also starting to stick and weren't gliding smoothly. I was expecting to have to buy new replacements but was pleasantly surprised when Samsonite shipped a new lock and 4 new wheels to me for free. The case is now good as new and I can't rate their after care more highly! Very impressed!

Let this be a warning to anyone thinking of buying a suitcase with this brand. After purchasing a new FlyTwist Spinner case. I went on 1 trip via train. I came back with marks all over the case. The quality is so poor with these cases, even compared to Amazon basics or John Lewis branded. These are worse. I requested a refund within my rights, they have refused.
My warning is if you are desperate for a poor quality American Tourister case, purchase it through a retailer like John Lewis, as they have decent customer service and will refund you. This company also has a 14 day policy, this is intentional as they know how bad the quality of the cases are. I wont be purchasing anything from them again.

We bought a large soft‑spinner from Macy’s in November 2024. After just two trips within 12 months, the stitching on top‑corner piping (both sides) came loose; there are no tears, scuffs, or other signs of external damage. We sent the case to Samsonite’s authorized repair center, which returned it claiming it had been “improperly handled.” Samsonite reviewed the photos and denied warranty coverage, blaming rubbing without providing a convincing technical explanation. Our decades‑long trust in the brand is now lost — Samsonite is clearly not what it used to be!

I bought a brand-new Samsonite C-Lite suitcase that was marketed as “extremely strong” and durable. It broke on its very first flight. A small dent in the shell straightened out when the suitcase was placed upright, and the material immediately cracked — something that should never happen with a premium suitcase.

When I contacted Samsonite Repair Oxford Street, they dismissed it without even properly analysing the case. They insisted it was “third-party damage” and claimed it was “pierced”, which is simply untrue. The crack came from the material giving way — a clear product weakness.

Instead of standing behind their warranty or even reviewing the suitcase, Samsonite pushed responsibility onto the airline and refused any help. For a company that charges premium prices and advertises exceptional durability, this level of quality control and customer care is unacceptable.

I will not be purchasing Samsonite again, and I strongly advise others to think twice before trusting the durability claims on their website.

Got to tell everyone about the excellent customer experience today at Samsonite. I arranged to replace a couple of zip pulls as the rubber had come away. I swapped some emails with Rowan in their repair centre in Oxford Street. When I arrived, Rowan offered to replace all six so that they matched the rest of the bag. No charge. As a result, I bought a neck pillow I had been looking for and persuaded a customer to look at the DLX Pro, which I have (computer bag and carry on suitcase). Paid it back. Thanks Samsonite. That’s why we buy your cases

ZIP got damaged send for repair 3 days later returned repaired

My suitcase needed new wheels. Samsonite dispatched a set for free which I easily installed myself. Very impressed.

On my vacation, upon landing my samsonite handle started playing up. It wouldn’t extend fully and was lopsided when sometimes half way extended. Contacted samsonite via customer support, they asked me for a bit of info which I provided. I then waited til a few days before returning to send them the last bits of info. The next day after arriving in the U.K. they sent me out a replacement handle. It was also very easy and quick to remove the old handle and replace it with the new one. Only needed to unscrew and screw 4 screws using the allen key provided.

After 3 years the combination lock on my Magnum Eco suitcase broke making it usable.
I went to their website expecting to buy a replacement.
After creating an account I was asked for the product code and my address. The next thing I knew I received confirmation that a new lock was being posted to me. It arrived today, only 2 days later, completely free of charge and it included the required tool and screws.
I'm very impressed and had assumed that in order to get it fixed under warranty that I'd have to either send it to them or take it to a service centre. I'll definitely be buying Samsonite again and will recommend them other friends & family.

I just want to thank Susan at the Samsonite Livingston outlet store. Susan went above and beyond by sending me 3 different pairs of screws (different lengths) which were needed to hold the telescopic handle onto my Essen Spinner…..it fell off as soon as I put any clothes in it!

I bought the case abroad and quality control hadn’t checked that all was correct. I made the mistake of not keeping the receipt so I had a very expensive useless case.

Thank you Susan for your empathy and help….😁

I’ve had my Samsonite Spinner for 4 years and the wheels were beginning to wear a bit thin and not turn and glide like they used to.
After reaching out to Samsonite customer care, 4 new wheels were delivered to my address at no cost. They were easy to fit and now my favourite cabin wheel case is as good as new. Thank you for your delievery in customer service.

collapsible handle failed under warranty First email 27/09/2025 reply on 06 October nothing heard Chaser email 09 November parts despatched and received 12 November WRONG PART SENT emailed and waiting gor a reply (discount 12-21 November as i eas away

The airline broke our case so we came to the Samsonite repair studio at Oxford Street to ask if anything could be done about it. Ted and Ronan instantly understood what to do and within 10 minutes the case was ready and we were given the paperwork to make our claim. I am impressed with Samsonite's support for their line of products, and would recommend this repair studio, especially Ted and Ronan's work.

Impossible to get through to them - no one is ever available on the chat and telephone number says please email. Then none one replies to an email.

they offer you 10% off for signing up - but no discount code comes to inbox - only emails reminding you that something is left in your basket. I tried 2 different email and yes checked the spam boxes.

I called today to ask for some help to order two hinges I spoke to a smashing chap Adam at the Oxford street repair department he was so kind and helpful so refreshing in this day and age to find such good customer service He is a credit to Samsonite he made it so easy what a breath of fresh air

I have been waiting for 3 months for someone to get back to me regarding a broken suitcase. These cases are not cheap so a response would be appreciated. I invested in samsonite thinking it would be more durable be sadly after 2 trips this is not the case.

Disappointed!