Suitcase.com Reviews 548

Received wrong item, wrong size. Followed procedure to receive return label, they requested photo, sent photo, no reply. Contacted them several times about labels, they would not respond until I said I would take this to next level. Finally responded to tell me they can offer me only half of what I paid for item. Do not patronize with these folk, you will regret it. If there was an option to give a '0' star for my experience with them, that's what I would do. Stay away from Suitscase, no matter what their cute photos of their product looks like.

what can make a customer happy? that's right! fast delivery, good service and excellent quality

I still have not received my order #4891 was order in September my emails are not being answered
I have seen your reply and it's the same email address as my order

When I placed the order, I did not receive an order confirmation email.

I waited several days and still received nothing.

I finally called the customer service number and no one answered. I had to leave a message.

Several days later I received a callback from a nice gentleman, telling me that the item is out of stock.

He told me they are cancelling the order. If and when the item is again available, they will send me an email telling me to order it again.

That is fine, but it was like pulling teeth to get that information.

Frankly I was afraid the web site was a scam and I had given my credit card information to an identity theft operation.

I guess that is not the case, but their communication is very, very poor.

The item arrived on time and customer service was very helpful.

The new tags are grrat and arrived MUCH faster than the last order (of four years ago.)

One problem. I ordered a green suitcase and you did not have one and you canceled the order. I then ordered a black one. When it arrived there were two black suit cases inside. So let me know what you want me to do.

Ordered pen for father's birthday with engraving on Thursday. Needed it by the following Thursday, sent an email stating this and got it on Wednesday a day early!

Excellent staff in Sudbury. Truly pleasant and helpful. They sent out the item I was looking for immediately. They were just as gracious when it turned out I didn't need it and accepted it right back.

The item was not available. I received a refund immediately but it would have been nice if they did not have it available for purchase if they did not have any in stock. It wasted a lot of my time having to find another one elsewhere for my son for school and he had to go without the first week of school.

Ordered 2 Samsonite 22" spinners, shipping is crazy fast, product arrived in perfect condition. Very happy. Will definitely order again.

We ordered two Toursafe AT29 anti-theft rolling duffle bags. We did not hear from the company, so we thought, and complained. Turns out that their confirmation and shipping emails were in our spam folder and missed by us. Our bad. The company actually responded to us and shipped the bags in a timely manner. Good company and good, informative customer care response to our issue about communication. As it turned out there was no issue.

Pros: Quick service and helpful customer care
Cons: None

I do recommend this company

Although Suitcase.com seems to have a vast selection of quality products, I can only speak of one experience with a very inexpensive ($30+) product.

Product is great - does what it says (luggage/shoulder strap).

The issue was shipping and lack of communication. I paid for 3-day shipping (due to when I required the strap) and although it did ship 3-day, it didn't go out until days after I ordered it. Although I could use the strap forever (it's a good strap), the point was I should have been informed so I could have either paid less for ground shipping, or more for overnight. Whenever I've ordered from other companies (for the past 15-20 years or so), the general expectation is that the product will go out the day of the order (depending on their cut off time) on in stock items. If the item is out of stock, or won't ship, I'll receive a call or email stating such with the opportunity to change things, switch products, cancel the order, etc. Instead, all I received was the email stating that it shipped.

Needless to say, I offered 2 possible compromises (and informed support either would be acceptable, but obviously they can do neither if they wish): 1) change the shipping to overnight at their expense, or 2) refund the entire shipping charge. The reply I received stated they were going with option 2. The problem is then they didn't refund the entire shipping, but only the 3-day upcharge.

So .... areas to improve:
Issue#1 - lack of communication (better communication would have prepared me for their late shipping and provided me options)

Issue#2 - Do what you say (the entire shipping fee was to be refunded, yet it wasn't)

Issue#3 - My email to support about the incorrect refund has never been replied to.

But, I have to give them credit - they still provided me an opportunity to provide a review.

So, seems to be a great company offering great products.

Pro: Support did get back to me very quickly to my issue of shipping late.

Con: lack of communication, and then not doing what they said they would.

easy and excellent

I ordered a Bosca wallet. A few days later I received an email saying that it was not available. It infuriates me that the site has it and will let you purchase it when it's not available. I was extremely disappointed.

Found a better price elsewhere and canceled my order-- no problem: suitcases.com issued prompt refund.

Price was the driver. Delivery was as scheduled. Packaging was second rate - a box from an unrelated manufacturer.

I had purchased one of the highest priced carry-on suitcases. It is a Samsonite and weighs less than 5 pounds. Because is only has one "post" that pulls up or down, it is not ideal to support a laptop on the top, while pulling it along. The laptop swivels around. The very first time we used the suitcase, the clip that is on the pullout handle, broke off. I have called and left several messages for the owner. They have been ignored. However, when I was wanting to purchase the item, he was beyond friendly and oh-so helpful. I would highly recommend not buying a single item from this business. Not worth the fact that you will have non-existent customer service if you have any problems.

Placed an order 9 days ago...still haven't received any sort of communication, can't even get to website now "service is down" apparently...they sure took my $600.

I placed an order of products that were stated "in stock" on the website, then was sent an email a couple of days later saying that I was refunded and that my order was cancelled. I followed up with customer service and have yet to hear back from anyone. These were purchased for a Bridal Shower and I am very upset that I now am left without a gift that I had removed off her registry.