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
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Review summary
Created with AI, based on recent reviews
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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
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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
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The luggage is possible to repair
The luggage is possible to repair! I am happy that I can repair my luggage instead of buying a new one. Time for a new will be later!
29 December 2025
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you for your review!
We’re glad to hear that you were able to repair your luggage and keep enjoying it instead of replacing it. That’s exactly the kind of longevity we aim for. Wishing you many more trips with it!
Kind regards,
Samsonite Europe
Received replacement parts for my…
Received replacement parts for my Samsonite spinner, fast, at no cost, within warranty, and managed to repair my damaged suitcase and bring it back to life.
20 December 2025
Unprompted review
Reply from Samsonite Europe
Hi Thom,
Thank you for sharing your experience. We’re happy to hear that you received your replacement parts quickly and free of charge, and that your suitcase is now back in use.
We appreciate your feedback and wish you many more travels with your Samsonite suitcase.
Kind regards,
Samsonite Europe
Replacement wheel
I had to order a replacement wheel for one of my luggage and it came very quickly. I’m really glad that Samsonite gave me the possibility to extend the life of my product ! Thank you.
10 December 2025
Unprompted review
Reply from Samsonite Europe
Hi Giovanna,
Thank you for your review! We’re glad to hear that your replacement wheel arrived quickly and that it helped extend the life of your luggage. It’s great to know you appreciate this possibility. Thank you for choosing Samsonite!
Kind regards,
Samsonite Europe
Poor quality with Helpless customer service
I have been a long-time customer, having purchased numerous Samsonite suitcases over the years. Unfortunately, after my most recent purchase — the Ecodiver DUFFLE/WH 55/20 BLUE NIGHT suitcase for €219 — I discovered a manufacturing defect caused by an internal seam that forms a sort of point pushing from the inside toward the outside of the cover. This could potentially puncture the outer fabric.
I contacted the Italy customer service, and they replied that in their opinion it is not a manufacturing defect and therefore they cannot help me. I therefore advise against buying this brand to avoid ending up in the same situation.
10 December 2025
Unprompted review
Reply from Samsonite Europe
Gentile cliente,
grazie per il suo feedback. Ci dispiace che la Sua esperienza con il nostro servizio non abbia soddisfatto le Sue aspettative. La informiamo che il Customer Care italiano la ricontatterà per richiedere il ritiro del prodotto per un'ispezione presso il nostro centro assistenza interno.
La ringraziamo per la comprensione e rimaniamo a Sua disposizione per qualsiasi informazione.
Samsonite Europe
Easy and affordable to buy spare wheels
Based om article number, easy to identify needed spare parts on website. Acceptable pricing. Acceptable delivery time. Acceptable difficulty to replace wheels. Worth the effort, though, to breathe another 10 years of life into the product!
1 December 2025
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you for your positive review! We’re glad to hear that identifying and ordering the correct spare wheels was easy, and that you were satisfied with the pricing and delivery time. It’s great to know the replacement was manageable and that it helped extend the life of your product for many more years. Thank you for sharing your experience!
Kind regards,
Samsonite Europe
Poor Quality & No Support from Samsonite PL
I’m very disappointed with my Samsonite Ecodiver suitcase. After only six uses as carefully handled cabin luggage, the fabric on the corners began tearing and delaminating - something that clearly shouldn’t happen with a premium brand.
What’s really disappointing is how the Polish Samsonite service handled it. The retailer redirected me to Samsonite’s repair service, which rejected my complaint. I even appealed, but the appeal was also denied. Throughout this process, I received no real support or guidance.
It’s really frustrating that a brand I always loved and trusted, seems unwilling to take responsibility or help its customers in Poland. I hope I will manage to reach to Samsonite global and receive support at the end. I would be happy even with a voucher to choose another product, I’m not even asking for a refund.
24 November 2025
Unprompted review
Reply from Samsonite Europe
Hi Edyta,
Thank you for sharing your feedback. We are sorry to hear about your disappointment and understand how frustrating this situation must be.
After carefully assessing your product , our service team unfortunately determined that the reported damage is not related to a material or manufacturing defect and therefore is not covered under our warranty, as outlined in our warranty terms.
Whenever technically possible, we do our best to offer a repair solution, whether free of charge or at a cost. Regrettably, in this specific case, it was technically not possible to carry out a repair.
We sincerely regret that we are unable to assist you further on this occasion and that your experience did not meet your expectations. Your feedback is nonetheless appreciated and will be shared internally.
Kind regards,
Samsonite Europe
Great customer service!
My beloved Samsonite trolley was lame on one leg - one of the wheels was missing when I picked it up at the luggage belt. So sad! But then it was so easy to identify which model it was and to mail order a new wheel - for free and home in just a couple of days and now we can go travelling together for hopefully many more years. I love sustainability and am so so happy, great customer service, Samsonite, thank you!
23 October 2025
Unprompted review
Reply from Samsonite Europe
Hi Tisl Lisl,
Thank you very much for your wonderful review! We’re sorry to hear that your trolley was damaged during your travels, but we’re delighted that you were able to quickly identify your model and receive a replacement wheel so easily — and at no cost.
It’s great to know your suitcase is ready for many more journeys together. Sustainability is something we truly care about, and we’re thrilled to hear that our repair options made a positive difference for you.
Thank you for your kind words about our customer service. We appreciate you taking the time to share your experience, and we wish you many smooth and happy travels ahead.
Warm regards,
Samsonite Europe
Another meaning of Samsonite
I would like to express my sincere thanks to the Samsonite repair service. After two years of use, I unfortunately needed to replace the pull handlebar and wheels of my cabin luggage. Thanks to the fast delivery of the repair package, I was able to fix my suitcase just in time for my upcoming Christmas travels.
While repairing it, many thoughts came to mind, and I felt compelled to share them. Coming from a third-generation American-dream family, Samsonite has always held special meaning for me. As a child, the Samsonite suitcases my grandparents traveled with felt like giant, magical boxes filled with toys and gifts, and I was always excited to greet them. When I grew up and studied abroad, I finally had my own “magical box.” It accompanied me to many places and protected the items most meaningful to me. Now, with my luggage repaired, I can already imagine the joy of bringing gifts home to my family this Christmas—continuing the tradition.
I also appreciate Samsonite’s modular design, which allows easily damaged parts to be replaced. Before discovering the repair option, I was overwhelmed at the thought of having to buy a new suitcase and worrying about how to dispose of the broken one, contributing to yet another piece of plastic waste. The ability to repair it instead was a relief.
My pull handlebar was broken while I was traveling in Paris, and I desperately searched for a nearby Samsonite store for help. At the Samsonite store at Saint. Lazare station, a staff member kindly introduced me to the repair package service. It was another wonderful experience with Samsonite—one that I will remember and share with others.
As a customer, I would love to see Samsonite stores carry some repair kits in-store so that travelers with damaged luggage can get immediate assistance. When I spotted the Samsonite sign that day, I felt an enormous sense of relief, and having on-site solutions would make that moment even more reassuring for travelers in similar situations.
Thank you.
J. Lee
2 December 2025
Unprompted review
Reply from Samsonite Europe
Hi J.Lee,
Thank you so much for sharing your wonderful story and for your kind words about our repair service. It is truly special to read how much Samsonite has meant to you and your family over the years, and how our luggage has accompanied you through different stages of your life. Knowing that your “magical box” will be by your side again for your upcoming Christmas travels makes us genuinely happy.
We are delighted that the repair kit reached you in time and that our colleague at the Saint-Lazare store was able to assist you so kindly. We will gladly pass your compliments along to the team.
We also want to thank you for your suggestion to make repair kits available in our stores. Feedback like yours is incredibly valuable, and we will forward it to the appropriate department as we continue working to improve our services and support travelers as swiftly as possible.
We wish you many smooth and memorable journeys ahead — and a warm, joyful Christmas with your family.
Kind regards,
Samsonite Europe
Top service free repair after 9 years
Needed a repair after 9 years intensive usage of my suitcase.
Using my 10 years warranty, requesting online spare parts but not expecting any reaction.
Guess what… 2 days later I received the spare parts and my suitcase was fixed in no time.
I am Ok for the next 9 years. 😁
Amazing service. 👍
Belgium quality and 5* service.👏
5 December 2025
Unprompted review
Reply from Samsonite Europe
Hi Morine,
Thank you so much for sharing your experience with us! We’re delighted to hear that your suitcase has served you well for 9 years and that our warranty service could quickly provide the spare parts you needed. Our goal is to make sure your travels remain smooth and worry-free, and it’s wonderful to know you’re set for many more journeys ahead.
We truly appreciate your kind words about our quality and service. Safe travels and here’s to another 9 years of adventures with your suitcase!
Kind regards,
Samsonite Europe
Stitches Failed After Two Trips - Samsonite Refuses Warranty
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!
1 December 2025
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you for taking the time to share your experience with us.
We are truly sorry to hear that your suitcase showed damage after only two trips, and we fully understand how disappointing that must be.
We would like to clarify our warranty conditions. Samsonite’s warranty covers products that develop a material or manufacturing defect within the warranty period. In such cases, we repair the product free of charge or provide an appropriate alternative service.
When the damage is not caused by a material or manufacturing defect, as determined in your case by our authorized repair center, it unfortunately does not fall under the warranty. Whenever possible, we offer a paid repair service instead. Regrettably, this was not an option in your situation, and we are therefore unable to assist further as we would have liked.
We sincerely regret that we could not provide a more favorable outcome and that this has impacted your trust in our brand.
Kind regards,
Samsonite Europe
They do not stand by their warranty
Honestly, what is the point of buying their top-of-the-line suitcase if they won't honor their warranty? Customer support in Spain is rude too.
28 November 2025
Unprompted review
Reply from Samsonite Europe
Hi Andreas,
We’re sorry to hear about your experience and that our service has not met your expectations. This is certainly not the level of support we aim to provide.
Please know that we always try to repair products whenever possible. However, a repair depends on several factors, such as the availability of spare parts and the technical feasibility of the repair. In cases where certain components are no longer available or the repair cannot be carried out technically, we may unfortunately be unable to proceed.
We would like to review your case again. If you could forward your previous communication to info.spain@samsonite.com , we’ll make sure it receives proper attention.
Thank you for giving us the chance to look into this.
Kind regards,
Samsonite Europe
I recive accessories to repair my…
I recive accessories to repair my suitcase. Very funny
2 December 2025
Unprompted review
Reply from Samsonite Europe
Hallo Samuel,
Thank you for your feedback! We’re glad to hear you received the accessories to repair your suitcase — and that the experience even brought a smile.
We appreciate your trust and hope your suitcase is now as good as new!
Kind regards,
Samsonite Europe
Very pleased to be able to repair my…
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.
25 November 2025
Unprompted review
Reply from Samsonite Europe
Hi Helena,
Thank you for sharing your experience!
We’re very happy to hear that you were able to repair your suitcase successfully. Although we regret that the spare parts took a bit longer to arrive, we’re glad that the ordering process and the instructions on our website made everything easier for you.
If you ever need further assistance, we’re always here to help!
Kind regards,
Samsonite Europe
Samsonite Support ignore my warrantee request
I bought a Samsonite carryon from the official Samsonite store in Timisoara, Romania. Within 4 months the handle broke. I approached the store and Samsonite support to request a repair or replacement, but they simply ignore me. This is so frustrating. I bought the more expensive Samsonite product mostly because it has a good warrantee and now that I need it, they just ignore me!
3 November 2025
Unprompted review
Reply from Samsonite Europe
Hi Simon,
Thank you for sharing your feedback. We are sorry to hear about your experience and we would like to help you further. However, at this moment we do not have enough information to properly investigate the issue.
We kindly ask you to send us additional details, including photos of the suitcase, clear photos of the defect, and a copy of the purchase proof, so that our team can review your case. Please send this information by email to repairstatus@samsonite.com.
Once we receive these details, we will do our best to assist you as quickly as possible.
Kind regards,
Samsonite Europe
Broken glider on a suitcase.
With the model type on the label inside the suitcase it was easy to find the right spare part. Ordering was easy, spare part and delivery free of charge. Splendid service!
29 October 2025
Unprompted review
Reply from Samsonite Europe
Hi Dirk,
Thank you so much for your kind words! We’re delighted to hear that you found it easy to identify and order the right spare part, and that you’re happy with our free delivery and service.
We really appreciate you taking the time to share your experience!
Kind regards,
Samsonite Europe
Free, fast and easy
Free service, fast delivery and easy repair. Highly recommend
7 November 2025
Unprompted review
Reply from Samsonite Europe
Hi Sofia,
Thank you so much for your kind words! We’re delighted to hear that you were satisfied with our free and fast service, and that the repair process was easy for you. We truly appreciate your recommendation!
Best regards,
Samsonite Europe
Lipault warranty service
Really bad service regarding warranty, bought two cases in Qatar in 2020, one of the wheels came off and the other is new, they had the same use and now they want to charge 50 € to change the wheels when it is warranty issues, the material is defective that's all.
Portuguese Samsonite is something to forget. THEY DONT ASSUME that is under warranty AND TAKE AGES TO REPLY.
1 February 2025
Unprompted review
Reply from Samsonite Europe
Hi Luis,
We’re truly sorry to read about your experience and understand how frustrating this must be. Please note that the wheels of a suitcase are subject to normal wear and tear, especially after several years of use. After five years, such damage is generally considered the result of regular usage rather than a manufacturing defect.
We do, however, appreciate your feedback and will make sure it’s shared with our team to keep improving our service. Thank you for taking the time to share your experience with us.
Kind regards,
Samsonite Europe
Great service from the repair team
Great service from the repair team. Spare parts arrived within expected time, and my suitcase is now feeling new again.
5 November 2025
Unprompted review
Reply from Samsonite Europe
Hi Erlend,
Thank you so much for your kind feedback! We’re delighted to hear that your spare parts arrived on time and that your suitcase feels as good as new again.
It’s always our goal to help our customers travel smoothly for many years to come.
Best regards,
Samsonite Europe
Thank you for repairing my suitcase at…
Thank you for repairing my suitcase at no cost. The service was excellent and very fast.
18 October 2025
Unprompted review
Reply from Samsonite Europe
Hi Javier,
Thank you for your kind words! We’re delighted to hear that you were happy with the repair service and that everything was handled quickly. Wishing you a lot of safe travels with your repaired suitcase.
Kind regards,
Samsonite Europe
Replace broken wheel of suitcase
Unfortunately the wheel of my suitcsse was broken. We have chosen to order a new wheel from Samsonite. Within a couple of days we did receive the spare wheel. And it was for free! I was able to replace the wheel myself.
2 November 2025
Unprompted review
Reply from Samsonite Europe
Hi Jos,
Thank you for sharing your experience!
We’re happy to hear that you received your replacement wheel quickly and that the repair was easy to do yourself. At Samsonite, we believe in extending the life of our products by offering spare parts and simple repair solutions — it’s part of our commitment to quality and sustainability.
Enjoy your next trip with your suitcase!
Kind regards,
Samsonite Europe
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