I overpacked my carry-on Samsonite…
I overpacked my carry-on Samsonite suitcase on a recent business trip at the end of January, which resulted in the hinge mechanism breaking under tension. I went onto the Samsonite website to find the relevant parts that needed to be replaced expectin to pay for them. To my delight, Samsonite shipped the parts free of charge. The card enclosed in the package when it arrived 10 days later said, "Thank you. Your choice to repair your product contributes to extending its lifespan and reduces the strain on our planet." I love this mindset and philosophy from Samsonite. I was able to change out the old parts for the new ones within 20 mins. I am delighted my suitcase is useable again.
Mr Burke
Thank you
Thank you, Samsonite for sending me the spare part free of charge.
Viktor Yefanow
I have ordered spare wheels for my…
I have ordered spare wheels for my suitcase, to replace a broken one. Wheels have been easy to order and to replace. So I can continue to use my suitcase!
EM
Express delivery paid for, parcel never received and no real customer support
Order FR00820821 – an unacceptable experience.I paid an additional €9.99 for Express delivery (UPS Express Saver) to ensure my daughter’s backpack would arrive before her departure abroad. The parcel was marked as “delivered” on February 18 at 10:25 a.m. in Clamart (France), signed for by “Camille.” The problem: it was never delivered to my address.UPS confirmed that this was a delivery error. The parcel was handed to a third party, and there was no mention of any pickup point in the tracking information. Despite this, Samsonite’s customer service repeatedly sent standard replies stating that it was delivered to a “private pickup point,” without addressing the factual information I had provided.After several follow-ups, no manager contacted me. Only the €9.99 Express delivery fee was refunded.Beyond the delivery mistake itself, the real issue is how the case was handled: lack of proper review, repetitive template responses, and no genuine ownership of the problem. When a customer pays for Express service, they are entitled to expect proper delivery — and responsive customer support when something goes wrong.Very disappointing experience.
HERVE SANDARAN
One of my wheels broke after May years…
One of my wheels broke after May years of using the suitcase carryon and I ordered a replacement free of charge from Samsonite. Excellent service and fast shipping. Thanks Samsonite
Don Porcon
Everything perfect 👌.
Everything perfect 👌.
Misch
*** DO NOT BUY Samsonite Ecodiver ***
If you want to be the laughing stock of every check-in desk and queue in the world, get yourself a Samsonite Ecodiver Duffle…it absolutely refuses to stay on it’s feet. Instead, every time you shuffle forward in the queue it will take a dive, face down in the dirt! Don’t even think about leaving it anywhere, concourse, bus stop, cafe, hotel lobby for example, it’ll just fall flat on its face. And to make it worse I chose the white finish!I reported this to Samsonite customer services after my first use, but they just fobbed me off by saying I’d packed it incorrectly! and refused to accept there is a design flaw. So, I left it at that…until my second trip…four weeks travelling around Thailand, and what a pain in the rear the Ecodiver turned out to be. Without fail at each and every stay, no matter how I packed the case, it would topple over, defiantly refusing to stay on its feet. Don’t even think about stacking the Samsonite Ecodiver Backpack onto the extended handle of the Ecodiver Duffle (a claimed feature)…you’ll just end up having to constantly yank the wretched thing up off the floor each and every time you move it.Considering this Samsonite Ecodiver combo (duffle & backpack) cost me £350 it’s not what I call throw away luggage (excuse the pun!) As for the Samsonite customer service, forget it…not interested, as you’ll see from all the replies to any Trustpilot reviewer raising concerns…”contact the [non-existent] customer service for after sales care” is the standard response.As you’ve probably gathered, I’m extremely disappointed in having chosen Samsonite luggage for my once in a lifetime trip. There are far superior, better designed options out there. If only I’d taken note of the other reviewers that have had the same experience with the Samsonite Ecodiver.Unfortunately there’s no way to attach photos to these reviews, otherwise you’d be able to see exactly what I mean! You’ve been warned, spend your hard earned money elsewhere is my recommendation.
GxD
top customer service
A few years ago, I bought two Samsonite travel bags and hardly ever used them. Now, the rubber on the telescopic handle had become sticky due to age. I described the problem to customer service and they sent me replacement material free of charge. I think that's great, because it's sustainable and the very courteous service is a huge plus. I'll definitely be buying Samsonite products again in the future.
Sylvia Huber Egli
Excellent spare wheels
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.
Thomas Werner
Great service and fast delivery
Great service and fast delivery
Tamás Horváth
extremely disappointing quality and…
xtremely disappointing quality and customer serviceI purchased the Samsonite Karissa Evo Round Backpack (15.6”, Black) on 20 November 2025, expecting durability from a premium brand. Unfortunately, the experience has been nothing but frustrating.The first backpack had to be replaced after a short period because the shoulder strap stitching was insecure and coming undone. While inconvenient, I accepted the replacement assuming this was a one-off manufacturing fault.Sadly, the replacement backpack has now also failed, with the top handle strap breaking completely after only a few months of normal use. A work backpack should not be falling apart this quickly — this is not wear and tear, it’s poor build quality.What’s even more disappointing is the customer service response. I was told my only option is to send the bag to a service centre for repair, which could take up to 28 days. I explained that I use this backpack daily for work and would be left without a bag, but there was no consideration or alternative offered. After two faulty bags, being forced into a lengthy repair process is unacceptable.For a brand that markets itself on reliability and quality, this experience has completely eroded my trust. I have owned far cheaper backpacks that have lasted years without issues.I would not recommend this product, and based on my experience, Samsonite’s quality control and after-sales support are far below what you’d expect from a premium brand.
Sk
Fast service without any costs
Our suitcase (broken hinge) is repaired by Samsonite, without any costs. Very short waiting period.
Sascha van Nuijs
Seamless, Stress-Free Service — Highly Recommended!
I thought this was a fabulous service! I’ve travelled with my Samsonite suitcase frequently over the last 12 years, and during that time I’ve had minor repairs completed in several countries. This experience was by far the most seamless. I’ve struggled with language barriers in other countries (obviously my fault), but because this process was entirely online and included a courier service, it was so much easier.I originally had an issue with one wheel, but the others didn’t have great manoeuvrability either. The service replaced all of the wheels at a very reasonable price, in my opinion, even though only one wheel was the main issue. I really appreciated their initiative, and my suitcase came back feeling like new. THANK YOU!
Carly Santos
Truly Impressed by Samsonite’s Customer Care
I’m genuinely impressed with Samsonite’s customer service. Simply by providing basic information like the serial number and purchase date/location, they immediately arranged to send a replacement telescopic handle and a full set of rollers free of charge.The shipment was fast, delivered by a reliable courier, and the whole process was smooth and effortless. This level of service truly exceeded my expectations. Outstanding support and a great example of standing behind your product.
Taner Atalay
Pro DLX trolley repair kit for free
I have a Pro DLX trolley that I sue every week to commute and after many years, probably more than 10, one of the wheels it broke. I checked in the samsonite website and saw that ether was a repair kit and even more I found it was for free. So I ordered it and in few days was delivered and I installed fixing the problem. Samsonite great support, thanks !
Giuseppe Borghi
Great service
Great service, quick delivery
Marián Šandor
Hard wearing fantastic luggage
Hard wearing fantastic luggage, which if you have a problem due to handling damage, is easily resolved by requesting spares through the support portal. We have only ever had Samsonite luggage and have only had 2 small damages in many years. Each time, Samsonite have sent us replacement parts which were easy to swap out and fix. Couldn’t rate this brand or service more highly. Many thanks and keep up the good work!!
Dave Sissens
Excellent and quick service for my…
Excellent and quick service for my spare part. Website to order was super easy also.
NOLAN BACHOO
Great spare part service even 9 years…
Great spare part service even 9 years after purchase!!!
irmiiiw w
Sparepart for old suitcase 🥰
Sparepart provided in a quick manner!Love to extend the lifetime of my suitcase!
Alex
