"I love Samsonite, however the last item I bought was not a really good quality."

"Purchased a hard sided case and upon inspection found some of the stitching wasn't sewn together and there was a big hole where the fabric met. I called and they seemed interested in helping, took all my info and asked I email a pic which I did and said someone would be back in touch with instructions. A few days passed and nothing so I emailed where I sent pic, waited a couple of days and nothing so I called and no one answered. Waited a day and called again (regular hours) and no one again. I called my CC company and filed a complaint, they were great (Am Ex), temporarily took off charges, they sent a letter to Samsonite to which was never replied, 60 days later they ruled in my favor and the charge back became permanent."

"I spent several hundred dollars on this website, which proved to have a very bad customer service on top of a very bad website. If you want to buy from this website, be AWARE and be CAREFUL to the name of the products. They are made to confuse people and not reflecting what it should reflect. The description and photos of the products are also incomplete in order to make the wrong impression to the customers. I clicked on the website, clicked on the luggage properties that I wanted and bought the product. But I only realized that it was not what I wanted. On top of that, return is really EXPENSIVE because luggages are BIG. So I spent several hundred dollars to get it and another couple to return it all because a website of a big company is really a cheaply made website. I called the number on the website, but they told me there is no exchange and I dont even know why I can't. I can't even connect to the CUSTOMER SERVICE, they told me three business day so that they can call me. What kind of customer service is it if the customer can't even talk to them? Do they have too much complain, more than what they can handle? It is a really bad experience with a big company like this."

"This is for SAMSONITE UK ONLINE STORE. Actual dealing with customers is carried out by FRUCON NV.

They were very friendly and speedy in shipping the order. However, unfortunately the item was defective, so I contacted Frucon within a few hours of delivery. I was promised that the courier service would get in touch to arrane picking up the defective item, and a replacement would be sent. Since then, I have e-mailed them 6 times and phoned twice. No replies to my e-mails: phone conversation ends in 'TNT will get in touch with you within a few days' which have not happened yet. 27 December, the suitcase is still here to be picked up - in the meantime completed the journey for which I bought the suitcase, having had to borrow one from a friend. I have written an e-mail again today. I hope to have some response and some action soon. I sincerely hope it was not an attempt on their side to deliberately prolong this process so that my rights to return / refund would expire, but as their silence continues I cannot deny my suspicion. Never again from Samsonite UK Online, and never again from any other companies using Frucon NV."

"An excellent brand with an excellent outlet store. There was a slight problem with my original order but the problem was fixed with speed and accuracy. Top notch customer service.

Two suggestions for the future though. First, the automatic e-mail system seems to not work very effectively. More than once I recieved multiple (6 or 7) unnecessary automated emails. It also seems to misroute mail I sent, while also getting it to an appropriate place.

Also, night time customer service should be able to handle all inquiries, instead of just the 9-5 help.

A great experience overall though. thanks. "