Samsonite Australia & New Zealand Reviews 

I purchased a Samsonite Paralux Check-In Large 75cm (Midnight Navy)

We noticed significant damage around one of the wheel housings. The plastic casing has cracked and split, which is pretty disappointing considering we’ve only had the suitcase for just over three months.

Since purchasing it, we’ve only used it for a handful of flights:

I understand that suitcases can take a bit of a beating during travel, and some scratches and scuffs are to be expected. However, I wouldn’t expect this sort of structural damage after such limited use, especially from a suitcase that originally retailed for $659.

I’ve always considered Samsonite a reliable, quality brand, which is why I was happy to spend more on one in the first place.

My luggage got damaged at the first trip. So I lodged a warranty request. Someone got back to me and asked me to lodge the claim online from their website and I have done so right after. Once I lodged the claim, I received an email with the details of what would happen. It has been almost 2 months and I haven't heard from them so I called. She said my email went to Junk inbox and she said there's nothing they could do. I don't know how it went to their junk email as Ive done it online form. However, asked she said its not their fault and she did not provide an apology. I asked to speak to the supervisor, she said her supervisor can contact me through an email and added that my warranty can take 2-3 business days since they're busy. I felt they should treat my case as priority but the person's attitude was so arrogant and rude so I couldn't be bothered.
This is the lowest quality customer service for a global company. How disappointing!!

Samsonite shipped suitcases with manufacturing defects. I took timestamped photo and video evidence, documented my emails to them (never do phone calls) and after they refused to provide a remedy or refund, I did a transaction dispute chargeback to my bank and was given my refund.

So keep persisting and do a chargeback through your bank. You will get a refund if you have documented evidence.
Don't let Samsonite get away with keeping your money. Persist and document your evidence in writing and escalate to external authorities.

There is a reason they have terrible reviews. Very poor customer service and poor quality products.

Never again making the mistake of trusting them and buying anything from them for life.

I've always assumed that Samsonite was a good brand. I had something go wrong with a new Samsonite bag recently and I was shocked to find that Samsonite's customer service is terrible. It is so terrible that I still can't quite believe that they were unwilling to help. Anyway, just a warning: if your Samsonite bag works OK, that's great. But if anything goes wrong, you will be left horribly unsupported.

Purchased 2 large, high end cases - the lock on one has always had issues and has been repaired once (my expense to get to the repairer) only to jam again!
I’m now have to send it interstate at the supplier, Bagworld’s expense!
They have NOT honoured the warranty!!!
Don’t trust Samsonite warranty!

Product wonderful but their delivery company Border Express lost my Samsonite parcel for nearly a month. I suggest Samsonite review who they use. There is no use buying a good product if it’s not delivered!

Whilst travelling recently, my American Tourister suitcase arrived minus one of the spinner wheels. I downloaded a form from the American Tourister website, provided the photos and requested information, and received a prompt reply by email. A few days later, 4 sets of replacement wheels were delivered to my house free of charge. I am surprised and delighted at this unexpected service excellence. I love my AT suitcase (it's light, mobile and hard wearing) and it's only a few years old, so I'm really happy that I will be travelling with it again. Let's hope the airlines and airports can provide a similar level of service excellence by not damaging my luggage in the first place. Thank you Samsonite and American Tourister!

i won't bother to buy directly from samsonite anymore
really poor customer service, next to none
ordered the case, sent me the tracking number said expecting to be delivered in 5 days

never received it, upon checking, it never leave the warehouse nor picked up by the driver.

emailed them 5 times, didn't get any follow up
emailed the courier company they used (never heard, it's called VTFE) never receive any reply.

I think i will just dispute through my credit card company as they never actual sending out my luggage. I am flying soon, ruined my whole plan.

Bought 6 cases - wheels broke on first use on one of them.

Customer service appeared to be good - but then stopped returning emails and Im left with a broken case.

Buy a different brand is my recommendation.

Shame on you Samsonite.