Samsonite Reviews 9

I bought a Samsonite ECODIVER carryon suitcase for an European trip. It broke on the first flight. The retractable handle wouldn't go down all the way. Which caused huge problems. So I got a repair ticket, drove it back to the store and spent $15 for their shipping fee to have it repaired. I assumed that they would replace the handle assembly to fix the problem. But no. They used DUCT TAPE to keep a locking pin permanently pushed in. Unbelievable. The problem isn't fixed instead they used a Band-Aid approach with Duct Tape. See picture and don't use their 5 year warrantee as a factor in buying a Samsonite.

My recent experience with Samsonite’s warranty service has been extremely disappointing. Throughout the entire process, the communication was vague and unhelpful. Direct questions went unanswered, and every response felt like the bare minimum effort to move the case along rather than actually resolve the issue.

When Samsonite determined they couldn’t repair my original luggage, I was never offered the option to have it returned to me. Instead, they sent a replacement that wasn’t even the correct size. After pointing this out, the only alternative they offered was a completely different hard‑case model—nowhere near an equivalent match to what I originally owned.

At no point did I feel that customer satisfaction mattered. I asked whether the replacement letter they issued could be used at a retailer, and even that simple question was ignored. The entire process felt like pulling teeth just to get basic information.

For a brand that markets itself on quality and reliability, the warranty experience was the opposite. I expected far better from Samsonite and will seriously reconsider purchasing from them again.

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 its 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.

I bought a carry on case 3 weeks ago and spent $15 for delivery and still have not received it. It specified that I would receive it within 2-5 business days and I have emailed them 3 times and not received a response. I am to the point of contacting my credit card company to dispute the transaction. I will never buy direct from Samsonite again. I love the quality of their cases but their customer service is appalling! Wake up Samsonite!!!!

I sent them emails concerned about my order status But No answer from them. First time buying And Will be the Last time. Negative 100 (-100) for samsonite.

I ordered and bought a luggage from this company Voyager Luggage associated with this company and bought a Samsonite luggage because it states 2-5 days delivery. Gifted to my niece who is travelling on Sept 2 and tracked it says delivery is Sept 2 . So where is the credibility? Don’t deal with this people they don’t deserve to be in this business not to be trusted.

Horrible customer service! Do not ever buy Samsonite unless you want the product to fail in a very short amount of time. They will offer you 30% off a new suitcase after you have already lost trust in the quality of the brand. If you ask to speak to a manager they will tell you they are not available and will reach out in 24 to 48 hours! This company is TRASH. I WILL NEVER SPEND A PENNY ON THEIR BOOTLEG PRODUCT! BUYER BEWARE!!!!!!

Worst ecommerce experience ever. Purchased through their store, they sent me an email with a better offer for the same product. Tried to cancel and purchase again while the order was still processing and THERE'S NO WAY TO CANCEL IT. Clowns

Is it too hard to put sizes and weights in cm and kg as well? bah!