Samsonite Complaint - Defective Samsonite Luggage
MONROE, OHIO -- On April 21, 2010, I purchased a blue 8-pocket duffle, item 65806 at
the Samsonite Factory Store in Monroe, Ohio. This bag was for my
son, who was traveling to Germany for an 11 day study abroad. While
he was in Germany, one of the zipper pulls broke off from the main
compartment and the other zipper pull from the main compartment broke a couple of days later. This was a major problem for him, in that he had to move from hotel to hotel as they toured Germany and fly back home with all of his belongings in a bag that would not zip shut.
In no way did he misuse or mistreat the bag, the bag was not over loaded, as I packed it myself. This was an obvious defect. He brought home the parts of the zipper pull that broke and the two sides just snapped in two at the point where they were welded together.
I have my receipt from the purchase of the bag and I called the store on May 22, 2010. I would have just taken the bag back to the store, however this store is about a two hour drive from my home. I spoke with someone who identified herself as the "operations manager" of the store. She was most unhelpful. She told me that I would have to pay to have this almost brand new bag shipped back to the manufacturer (is that not Samsonite?) and "they" would decide if the problem with the bag was due to manufacturer's defect or misuse. If they decided it was due to manufacturer's defect, the bag would be repaired. If not, it would be discarded. She delivered this message in a tone that made it obvious she was not at all interested in providing any positive customer service.
When I purchased this bag from the Samsonite Company Store, I was under the impression that it was of good quality. I could have purchased a similar bag from another company for less than half of what I paid. However, I wanted to make sure that my son would have a reliable, quality bag to use while he was over seas. This was not the case. I paid over $100 for a bag that failed to stand up for a trip of less than two weeks and caused him considerable problems in transporting his belongings. And after this catastrophe, Samsonite will not even stand behind its product by replacing the bag in the store or refunding my money for this poorly made item? I must say that I am astounded and shocked by the poor quality of this bag and the poor customer service at the Samsonite Company Store.
After my bad experience with the employee at the Samsonite Company Store, I used the Samsonite website to file a complaint concerning the quality of the luggage and the poor customer relations at the company store. I sent the message on May 22,2010 and received an automated response on May 24, stating that I would receive a response within 7 days. Nine days later, I have not heard back from them.