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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Review summary
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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
Company replied
Bought Samsonite four wheeled cabin bag several years ago. Wheels began to lock and I had to replace them. Nothing could be easier and everything is like new. A reparable, sturdy and neat bag. (By t... See more
Company replied
Their spare parts website is a little complex but once I’d found the spare wheel for my S’cure suitcase everything was great. Very reasonably priced spares, delivered very quickly. 100% recommended an... See more
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3.8
Great
218 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 83% of negative reviews
Typically replies within 1 week
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Trying to cancel or alter an order is…
Trying to cancel or alter an order is just not possible even if done right away, the company runs on Shopify, not a system that doesn’t allow for any of that, and to then have a charge on top of that and refuse to allow their stores to be used for a return, it’s pretty much hoping its customers decide it’s too much of a pain to return the good.
5 February 2026
Unprompted review
Reply from Samsonite
Dear Eleftherios,
Thank you for taking the time to share your feedback!
We sincerely apologize for any inconvenience caused.
It appears that the situation may have resulted from the automated processes working behind the scenes to ensure orders are processed and shipped as quickly as possible, which sadly could not be interrupted.
According to your profile, you might be based in the United States?
If this is correct, we would kindly recommend contacting our US customer service team directly at questions@samsonite.com so that the appropriate department can review your case in detail and see what further assistance can be provided.
Our local team will be best equipped to clarify the return options and order policies applicable in your region and help find a suitable solution.
Thank you for your understanding!
Kind regards,
Samsonite Europe
Excellent service got Samsonite spare…
Excellent service got Samsonite spare parts within 4 days !!
24 January 2026
Unprompted review
Reply from Samsonite
Dag Pieter,
Bedankt voor je mooie review! Geweldig dat de Samsonite spare parts al binnen 4 dagen geleverd waren. Veel plezier ermee!
Met vriendelijke groeten,
Samsonite Europe
Very happy with do-it-yourself option!
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 weeks and I need to get my suitcase fixed 😅 I simply went on the samsonite website, entered in my warrantee details, selected to "fix it myself" and ordered the parts. SO EASY and the parts arrived very quickly. Comes with a hex/star key so no need to worry about screwdrivers.
VERY HAPPY WITH THE SAMSONITE WARRANTY PROCESS! 😊
10 January 2026
Unprompted review
Reply from Samsonite
Hi JB,
Thank you so much for your wonderful review!
We’re really happy to hear that our do-it-yourself repair option made things easy for you—especially with such a tight timeline before your move. It’s great to know the parts arrived quickly and that the included tools helped make the repair hassle-free.
We truly appreciate your feedback and are delighted that you’re happy with the Samsonite warranty process. Wishing you smooth travels and the best of luck with your move!
Kind regards,
Samsonite Europe
I’m extremely disappointed with the…
I’m extremely disappointed with the service from samsonite. I sent my suitcase in to have a wheel repaired, only for it to be returned still broken. I was informed that the wheel is no longer available and that my case is now considered irreparable, despite being told at the time of purchase (in the San Francisco store) that the case came with a 10-year warranty covering wheels, handles, and general wear and tear.
To make matters worse, I was charged a £15 collection fee for the bag to be picked up and then sent back to me without being fixed, which I find completely unacceptable. I rely on this suitcase for frequent work travel and purchased it specifically for its reliability and warranty support.
No suitable solution has been offered — no repair, no replacement part, and no replacement case. This experience has been frustrating, costly, and has left me without a usable suitcase. I would not recommend this service based on my experience
7 January 2026
Unprompted review
Reply from Samsonite
Hi Tanies,
We are sorry to hear that your are disappointed, but we can see our team is looking into this for you.
Kind regards,
Samsonite Europe
Free spare part
Happy with my free replacement wheel I received for my s'cure spinner. It was easy to order and to replace.
19 December 2025
Unprompted review
Reply from Samsonite
Hi L Smeets,
Thank you for your positive feedback! We’re glad to hear that the replacement wheel for your S’Cure spinner was easy to order and install. Enjoy many more trips, and thank you for choosing Samsonite!
Kind regards,
Samsonite Europe
Had my suitcase for 10+ years - free parts
Had my suitcase for 10+ years. Wheels broke due to airline carelessness. They provided free parts even though warranty was expired. Repair was easy.
Awesome!
25 December 2025
Unprompted review
Reply from Samsonite
Hi Chris,
Thank you for the awesome review!
We’re delighted to hear that your suitcase has been with you for over 10 years and that we could help with free replacement parts, even outside the warranty period. Great to know the repair was easy — that’s exactly what we aim for. Thanks for your trust and happy travels!
Kind regards,
Samsonite Europe
As always you came up trumps
As always you came up trumps. Parts delivered in record time and FOR FREE. I don’t buy any other brand and probably never will.
27 November 2025
Unprompted review
Reply from Samsonite
Hi JN,
Thank you so much for your wonderful feedback! We’re delighted to hear that our team once again delivered your parts quickly — and free of charge.
Your loyalty means the world to us, and knowing that Samsonite remains your brand of choice is truly appreciated.
Thank you for your trust and for taking the time to share your experience!
Kind regards,
Samsonite Europe
Useless suitcase, useless warranty
I bought a Samonsite suitcase based on the name -- assumed it was a quality product. The first time I tried to use it, the zipper tore away from the body of the bag. What followed was MONTHS of emails with their "warranty" department -- they kept asking me for the same detailed information I had already provided, then they would just ghost me. So, the bag is useless and the warranty is basically a fraud.
23 November 2025
Unprompted review
Reply from Samsonite
Hi,
Thank you for taking the time to share your experience.
We are sorry to hear about the issue with your suitcase and the frustration you’ve had while trying to resolve it.
To properly assess a warranty request, we need specific information such as photos, proof of purchase, and details about the damage. We requested more information to review your claim, but unfortunately we did not receive a response. Without this information, we were unable to further evaluate or process the case.
We understand how disappointing this situation must be, and we regret that we haven’t been able to assist you as expected. Should you still wish to continue the review, we would be glad to reopen the case.
Kind regards,
Samsonite Europe
Perfect and fast service
Perfect and fast service. Spare part delivery within days from the UK to the Netherlands. All with no charge. That is worth to pay a little bit more. Good quality and if something is defect fast and good servive
19 November 2025
Unprompted review
Reply from Samsonite
Hi Dik,
Thank you so much for your wonderful review!
We’re very happy to hear that you were pleased with our fast service and the quick delivery of the spare part from the UK to the Netherlands. It’s great to know that the quality met your expectations and that our support team could assist you promptly when something was defective.
We truly appreciate your trust in us and your kind words – they mean a lot to our team.
If there’s anything else we can help you with in the future, we’re always here for you!
Kind regards,
Samsonite Europe
Fiddly website, great service
Their spare parts website is a little complex but once I’d found the spare wheel for my S’cure suitcase everything was great. Very reasonably priced spares, delivered very quickly. 100% recommended and makes me more likely to purchase from them again.
19 November 2025
Unprompted review
Reply from Samsonite
Hi Andrew,
Thank you very much for your feedback!
We’re glad to hear that you were able to find the right spare wheel for your S’Cure suitcase and that everything went smoothly afterwards. It’s great to know that you’re happy with the price and the fast delivery.
We appreciate your recommendation and are delighted that this positive experience makes you more likely to choose us again in the future. We’re continuously working on improving our website, and your comment helps us do just that.
Kind regards,
Samsonite Europe
Great parts service
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 faulty lock. By Tuesday, a replacement lock had arrived—completely free of charge and incredibly fast. Big thanks to Samsonite!
4 November 2025
Unprompted review
Reply from Samsonite
Hi Michael,
Thank you so much for your wonderful feedback! We’re delighted to hear that you were happy with our parts service and that your replacement lock arrived so quickly.
It’s great to know that your Samsonite is back in perfect working order. We truly appreciate you taking the time to share your experience — and we’re always here to help keep you travelling smoothly for years to come.
Kind regards,
Samsonite Europe
Easy to order spare parts in website
Easy to order spare parts in website, fast delivery and ...no costs!
31 October 2025
Unprompted review
Reply from Samsonite
Hi Harry,
Thanks for your kind words. It's lovely to hear you were able to order spare parts through our Supportandgo webiste and that they were delivered that fast! Wishing you safe travels!
Kind regards,
Samsonite Europe
Reply from Samsonite
Hi Caitlin,
Thanks for your wonderful feedback!
Wishing you a lot of safe travels!
Kind regards,
Samsonite Europe
Inaccurate delivery times
Inaccurate delivery times (2-3 working days) on the website. They create a delivery label at the UPS but do not hand in the package to the UPS any time soon. Still waiting..
6 October 2025
Unprompted review
Reply from Samsonite
Hi Elif,
Thank you very much for your order and for reaching out to us! We’re truly sorry to hear your delivery has not arrived yet!
Our logistics department will look into your case personally with our delivery partner UPS.
Once there’s more news, the corresponding team will contact you directly during the course of the day.
Many thanks in advance for your patience and understanding!
Best regards,
Samsonite Europe
Samsonite as fragile as cheap supermarket brands
I’ve trusted Samsonite blindly for over 25 years and bought 3 new suitcases recently.
What a disappointment to see how far the quality has fallen!
2 of them broke after just 3 trips, both with the same issue: the telescopic handle detaches from the suitcase.
I tried fixing it, but it keeps coming apart every time.
I sent 3 emails to Samsonite, including managers, and only received 1 chatbot reply after my 3d attempt.
What happened to you, Samsonite?
You used to stand for reliability, now your luggage feels as fragile as cheap supermarket brands.
Travelers, beware the quality and service are nowhere near what they used to be!
6 September 2025
Unprompted review
Reply from Samsonite
Dear customer,
Thank you for taking the time to share your feedback. We’re truly sorry to hear about the issues you've experienced with your Samsonite luggage and the difficulty you’ve had reaching us.
After checking our email system, we unfortunately weren’t able to locate your previous messages. To help us better understand the situation and assist you as quickly as possible, could you please send us more details (such as photos, model number, and proof of purchase) to info.france@samsonite.com?
We sincerely value your loyalty over the years and hope to find a resolution soon.
Kind regards,
Samsonite Europe
Samsonite High Sierra
Just submitted a review for High Sierra, which according to my bill, Samsonite acquired. Beware of buying from High Sierra and read my review about merchandise arriving damaged and used with bad customer service.
20 September 2025
Unprompted review
Reply from Samsonite
Hi Diane,
We’re sorry to hear about your experience with your High Sierra product. This is certainly not the level of quality or service we aim to provide.
To help us investigate this matter further, could you please send the following information to repairstatus@samsonite.com
:
Your location (country/city)
Photos clearly showing the issue with the item
A copy of your purchase receipt or proof of purchase
Once we receive these details, our team will be able to assist you more effectively.
Thank you for bringing this to our attention.
Best regards,
Samsonite Europe
Terrible quality and service - avoid!!
I purchased a suitcase and the outer zip broke on the first use. I had to manage using the internal zip and purchased luggage straps.
As I had many trips booked, I waited until these were complete before sending off to fixmybag.
Whilst the suitcase was in warranty, this was deemed as being caused by “overpacking”. I have never had a zip break on any suitcase previously and I packed this one just the same as usual, which was certainly not “overpacked”.
To make matters worse, on transit to the repair warehouse, the wheel was broken off. I was told I should have packaged the suitcase, but being a suitcase, I considered it was packaging in itself!
Samsonite have sent completely uncaring and unhelpful emails that basically just say they can’t help. I have had no choice than either decide to pay the cost of the repair (half the price of the suitcase itself) or leave it there as a luggage hostage and end up with no suitcase.
I’ve begrudgingly paid the repair cost but have heard nothing from fixmybag yet.
Useless. Poor quality. Terrible customer service. I fully expect to see a delightful reply below this review telling me that they only accept manufacturing faults under warranty. I consider shoddy materials to be a fault, but there we are.
If you’re considering buying a Samsonite suitcase, then DON’T!
16 September 2025
Unprompted review
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.
7 June 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
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.
19 August 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.
6 August 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
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