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.
I honestly don’t understand why anyone…
I honestly don’t understand why anyone buys samsonite. I bought my bag (Airea Spinner 4 wheels) in February 2025. I initially chose the smaller size and the exchange process was painful. Customer service replied in an arrogant way and the process was slow and inconvenient. But what’s worse is that I’ve only used the new bag for 2 trips and it keeps rotating. I contacted customer service but they just congratulated me that I can have free repair.
In short expensive, defective bag and poor customer service. Avoid.
31 October 2025
Unprompted review
Reply from Samsonite Europe
Hi Sally,
Thank you for sharing your feedback, and we’re truly sorry to hear about your experience. We understand how frustrating this must have been, and we appreciate you taking the time to let us know.
At Samsonite, sustainability is one of our core values. That’s why, whenever a product issue is due to a material or manufacturing fault, we choose to repair it free of charge rather than replace it. This approach helps us extend the lifespan of our products and reduce waste, while ensuring your item is restored to full functionality.
We regret that your exchange process and repair experience did not meet your expectations. Please feel free to reach out to us directly, so we can make sure everything is resolved.
Kind regards,
Samsonite Europe
The lock on my suitcase was broken
The lock on my suitcase was broken. Samsonite's spare parts service delivered a new lock within four days, and I can continue using the suitcase perfectly. That's excellent service from Samsonite. Thank you!
30 October 2025
Unprompted review
Reply from Samsonite Europe
Hi R.Bö,
Thank you for your kind words! We’re delighted to hear that you received your new lock so quickly and that your suitcase is back in perfect use. Providing reliable repair and spare part solutions is an important part of our commitment to quality and sustainability.
Kind regards,
Samsonite Europe
Bad suitcase quality and dismissive customer service
I am deeply disappointed with my experience with American Tourister / Samsonite. I purchased an American Tourister Airconic cabin suitcase just over two years ago, expecting a durable product from a reputable brand. Unfortunately, the zippers have completely failed, making the suitcase unusable.
When I submitted a warranty claim, I was told that the issue was “not a manufacturing defect” and therefore not covered — despite the fact that the suitcase has been looked after, seen fair use and was clearly made with poor-quality components.
Samsonite Spain’s customer service has been dismissive and unhelpful, replying with short one-line messages and refusing to take any responsibility. I’ve been told the suitcase cannot even be repaired, leaving me with an expensive but worthless piece of luggage.
For a company that claims to stand for quality and reliability, this has been a deeply disappointing and frustrating experience. I expected far better from such a well-known brand. I will not be purchasing Samsonite or American Tourister products again and would strongly caution others to consider how the company handles warranty issues before buying.
29 October 2025
Unprompted review
Reply from Samsonite Europe
Hello Karin,
Thank you for taking the time to share your experience. We’re truly sorry to hear how disappointing this has been for you. We understand how frustrating it is when a product does not meet expectations and when a warranty outcome feels unsatisfactory.
Please know that our team carefully assessed your case before reaching a conclusion, taking into account the condition of the suitcase and the warranty terms. We realise this is not the resolution you were hoping for, and we genuinely regret the disappointment it has caused.
Your feedback is important to us, and we will share your comments internally to help improve both our communication and customer experience.
Thank you again for your message.
Kind regards,
Samsonite Europe
Expensive Samsonite cases smashed every time I use them.
NO MY CASE WAS NOT RESOLVED, MAYBE IN YOUR EYES, BECAUSE YOU DID NOTHING AND YOU HAVE’NT GIVEN ME OR OTHERS READING THIS ANY REASON TO EVER BUY SAMSONITE CASES OR PRODUCTS.
I was unable to even put No Stars.
I purchased 2 large and 2 matching suitcases from Samsonite, they are of the hard shell type.
I thought that buying expensive Samsonite luggage would be strong and the best.
They were NOT. I have now used them a few times, and they are rubbish.
Every flight I have taken, mainly by British Airways, they have been returned to me cracked.
I’m told to send them to their repair depot, who say they can’t be repaired and I’m offered a paltry sum of money, or a cheaper case.
I have telephoned Samsonite, and they offered no help or solution.
I have have FOUR words that I say, to myself “DON’T BUY SAMSONITE LUGGAGE”
31 August 2025
Unprompted review
Reply from Samsonite Europe
Hi Roger,
Thank you for your feedback. We’re sorry to hear that you remain disappointed.
Your case was reviewed and resolved in December, but we appreciate you sharing your experience and will take your comments into account to continue improving our products and services.
Kind regards,
Samsonite Europe
Samsonite help the sustainability of the world
After years of use, my Samsonite suitcase’s parts became seriously worn, including the handle, which was damaged during airport staff transportation. Samsonite replaced all the necessary parts for free, restoring the suitcase’s functionality. Otherwise, I might have to replace it.
27 October 2025
Unprompted review
Reply from Samsonite Europe
Hi Minhao,
Thank you so much for sharing your experience! We’re thrilled to hear that your suitcase is back in great shape and ready for more journeys.
Extending the life of our products is a big part of our commitment to sustainability, so it’s wonderful to know that our repair service could help you continue using your trusted Samsonite for years to come.
We truly appreciate your support and your kind words — wishing you many more smooth travels ahead!
Kind regards,
Samsonite Europe
Great customer service
Great experience, my sister in law broke our suitcase and we could order the required pieces online. They arrived within a day and we could follow a clear Youtube explanation, suitcase is perfect again!
27 October 2025
Unprompted review
Reply from Samsonite Europe
Hi Tom,
Thank you so much for your lovely review! We’re delighted to hear that you had such a smooth experience — from finding the right replacement parts online to completing the repair with our YouTube guide. It’s great to know your suitcase is as good as new and ready for many more trips ahead!
We really appreciate you taking the time to share your feedback — it means a lot to us!
Kind regards,
Samsonite Europe
Amazing support
Amazing support! Damage wheels on my suitcase, created an account at Samsonite and ordered the correct parts with help of the label in the case. Samsonite delivered in a few days for free.
22 October 2025
Unprompted review
Reply from Samsonite Europe
Hi Stefan,
Thank you so much for your great feedback!
We’re delighted to hear that you found it easy to identify and order the right parts, and that your replacement wheels arrived quickly. Providing durable products and reliable support is very important to us — we’re glad we could help you get your suitcase ready for many more journeys!
Kind regards,
Samsonite Europe
Five star service
On October 18, 2025, we brought our two Samsonite suitcases to the Brussels store during the free luggage repair promotion, one needed a replacement TSA lock, and the other had a handle that occasionally got stuck. We were assisted by Mahdi, who provided outstanding service from start to finish.
One suitcase was repaired on the spot and ready for pickup just two hours later, while the other was delivered to our home within five business days, completely free of charge. Truly exceptional customer care and efficiency! We couldn’t be happier and wouldn’t want any luggage brand other than Samsonite. Highly recommended!
18 October 2025
Unprompted review
Reply from Samsonite Europe
Hi Sander,
Thank you so much for sharing your wonderful experience!
We’re delighted to hear that you received such great service from Mahdi and that both of your suitcases were repaired quickly and efficiently. Your satisfaction means a lot to us, and it’s fantastic to know you’re so happy with your Samsonite products. We truly appreciate your trust and recommendation — wishing you many smooth travels ahead!
Kind regards,
Samsonite Europe
'Samsonite' - poor warranty and customer service
I purchased my Samsonite backpack through the online platform Luggage Superstore.
After approximately nine months of use, the zipper split rendering the laptop compartment unusable.
Initially, I contacted Samsonite directly. They requested that I cover the cost of shipping the bag to them and provide a warranty card with a retailer’s stamp. Since the bag was purchased online, I naturally did not have a stamped warranty card, although I did have the card itself.
I then submitted my claim through Luggage Superstore, who kindly offered free shipping for the assessment. Nearly four weeks later, I was informed that my claim was unsuccessful. I find it difficult to understand why the process required such a lengthy review, only to arrive at this outcome.
When I visited a Samsonite store on Oxford Street last year, the salesperson strongly emphasised the robustness and quality of Samsonite products. I was assured that any issues with the zippers or functionality would be covered under warranty. Based on that confidence and because Luggage Superstore offered a competitive price I decided to make the purchase. As someone who commutes weekly from Lichfield to London, I needed a durable, reliable backpack.
Over the years, I have owned many backpacks, including far cheaper ones, and never encountered a zipper fault like this. In hindsight, it appears I placed too much trust in the brand name rather than the actual quality.
As an interim measure, I purchased an AmazonBasics backpack. It has performed well and, ironically, has proven more reliable than the Samsonite bag I had expected to last for years.
I now consider this purchase a poor investment, and this experience has unfortunately deterred me from buying Samsonite products in the future. It’s disappointing to see that the brand I associated with quality and service appears to prioritise cost-saving over customer care.
24 October 2025
Unprompted review
Reply from Samsonite Europe
Hi Pardeep,
We’re truly sorry to hear about your experience and understand how disappointing this must have been, especially after placing your trust in Samsonite for a reliable everyday backpack. This is certainly not the level of service we aim to provide.
We’d really like to take a closer look into your case and see how we can make things right. Could you please email us at info.uk@samsonite.com
, including your Luggage Superstore repair reference?
Our team will review your situation in detail and get back to you as soon as possible.
Kind regards,
Samsonite Europe
Very good service on a very good…
Very good service on a very good product. Got replacement wheels now sent after som years of use, with no cost. Case good as new again. Thank you.
23 October 2025
Unprompted review
Reply from Samsonite Europe
Hi there,
Thank you so much for your kind words! We’re delighted to hear that your suitcase is back to being as good as new and that our replacement service met your expectations.
At Samsonite, we’re committed to creating long-lasting products and providing support that keeps them traveling with you for many years.
Thank you for your trust and loyalty!
Kind regards,
Samsonite Europe
My whole family has Samsonite suitcase…
My whole family has Samsonite suitcases for years and appreciate their quality and design. We recently had a repair service for one suitcase which was fast and well done. We are loyal to this brand but also Samsonite does not disappoint us.
23 October 2025
Unprompted review
Reply from Samsonite Europe
Hi Raya,
Hi there,
Thank you so much for your wonderful feedback and for your loyalty to Samsonite over the years! We’re delighted to hear that your family continues to enjoy the quality and design of our suitcases, and that our repair service met your expectations.
We truly appreciate your trust in our brand and wish you many more smooth and happy travels together!
Kind regards,
Samsonite Europe
Wow what a service
Wow what a service! Everyone was very helpful , one of the employees was very smooth and fun! If you want a samsonite I Recommend to buy it here💫
18 October 2025
Unprompted review
Reply from Samsonite Europe
Hi Ichraf,
Thank you for this fantastic review! We're so happy to hear that you had such a positive experience with our team. It’s great to know our staff made the visit not only helpful but also fun!
Your recommendation truly means a lot to us. We look forward to welcoming you again!
Kind regards,
Samsonite Europe
Very quick and efficient service
Very quick and efficient service, with a smile!
18 October 2025
Unprompted review
Reply from Samsonite Europe
Hi Anna,
Thank you so much for your kind words! We're delighted to hear that you experienced quick and efficient service — and even more so that it came with a smile 😊
Providing great service is something we truly care about, so your feedback means a lot to us.
We hope to assist you again in the future!
Best regards,
Samsonite Europe
Excellent service
18 October 2025
Unprompted review
Reply from Samsonite Europe
Thank you for your kind words.
Repair in store promotion
Repair in store promotion, a blessing!
Fast repair and kind attendance in the samsonite store. Giving me a few years more pleasure of my samsonite trolley.
15 October 2025
Unprompted review
Reply from Samsonite Europe
Hi Inez,
Thank you so much for sharing your experience! We’re thrilled to hear that our in‑store repair promotion was a blessing for you, and that you found the service fast and the team kind. It’s wonderful to know that your Samsonite trolley will accompany you on a few more journeys thanks to this service.
We’re committed to helping you get the most out of your luggage and to support repairs whenever possible.
Warm regards,
Samsonite Europe
Excellent service
Excellent service in the new Samsonite shop of Brussels. The zipper of my old suitcase was repaired perfectly. Great explanation of all new models.
15 October 2025
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you so much for your kind words! We're thrilled to hear that you had an excellent experience at our new Samsonite shop in Brussels. It's great to know the zipper repair met your expectations and that our team could guide you through the latest models. We truly appreciate your feedback and look forward to welcoming you again soon!
Kind regards,
Samsonite Europe
Exceptional service
I just visited a newly opened shop @ Rue du Marche aux Herbes 84, having my suitcase checked & some piece part repaired. It’s done in a couple hours. The shop assistants were really helpful & friendly. Service was exceptional 🥰 Strongly recommended!!
15 October 2025
Unprompted review
Reply from Samsonite Europe
Hi Rapheephand,
Thank you so much for your lovely feedback! We're delighted to hear that your visit to our newly opened shop at Rue du Marché aux Herbes was a positive experience. It's great to know your suitcase was repaired quickly and that our team made you feel welcome. Your recommendation means a lot to us — we look forward to seeing you again soon! Wishing you a lot of safe travels with your repaired luggage.
Kind regards,
Samsonite Europe
Samsonite sales team and repair team…
Samsonite sales team and repair team were awesome! Friendly, efficient, highly capable! I am a long term client and having the “free service day” was a nice surprise and extra service that keeps me as a loyal customer!I went to the new samsonite shop near the grand place in center of Brussels.
15 October 2025
Unprompted review
Reply from Samsonite Europe
Hi Linda,
Thank you so much for your wonderful feedback! We're thrilled to hear that both our sales and repair teams made a great impression. It’s always a pleasure to welcome loyal customers like you, and we’re glad the “free service days” added an extra touch to your visit. We look forward to seeing you again soon at our new shop near the Grand Place in Brussels!
Kind regards,
Samsonite Europe
Spare part service
Second time I use the spare part service to replace broken wheels after use and abuse all around the world.
Great service and super easy to replace! 10/10!
8 October 2025
Unprompted review
Reply from Samsonite Europe
Hi,
Thank you so much for your fantastic review! We're thrilled to hear that our spare part service has supported your adventures around the world—not just once, but twice! It's great to know the replacement process was smooth and hassle-free. We appreciate your 10/10 rating and look forward to keeping you rolling wherever your journey takes you next!
Kind regards,
Samsonite Europe
In September I returned from a trip and…
In September I returned from a trip and at the lugage belt I saw that my suitcase was damaged, two wheels on my trolley were missing. The suitcase had served my quite well over the last 8 years or so. No more warranty and the shop, where I purchased the trolley could not help. I searched the net for spare parts but with little luck. I signed up to the Samsonite Support page, found all the help I needed and ordered 2 new wheels. 24 hours later I got a notification that the wheels were about to be dispatched and a tracking number from the shipping company at no cost to me. A few days later they arrived at my place. I was very positively surprised, that I got the correct replacement wheels within a matter of days at no cost for me. This is an excellent example of customer service!!
19 September 2025
Unprompted review
Reply from Samsonite Europe
Hi Andreas,
Thank you so much for your kind words and for taking the time to share your experience!
We’re very happy to hear that you were able to find the right support through our Samsonite Supportandgo page and that the replacement wheels reached you quickly and free of charge. Even after years of use, we believe your Samsonite product deserves to keep going strong — and we’re glad we could help make that happen.
Your feedback is a great motivation for our team and a wonderful example of what we aim for in customer service.
Wishing you many more smooth and worry-free travels!
Kind regards,
Samsonite Europe
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.