I purchased a Samsonite suitcase while on holiday, as I needed an extra suitcase. I didn’t keep the receipt, trusting that nothing would go wrong. On our return I noticed a crack in the left hand corner (after 1 use) I contacted Samsonite and after sending photos and answering. Their questionnaire, the outcome from Matt customer care team leader,… Read more
was that as I don’t have the receipt they can not provide a replacement, or proceed with the claim, even though photos were clear that this was their brand, no ownership was taken. How pathetic!!!! Quality has gone down hill, after service even worse. They told me that I am not covered by Australian Consumer Law. Quote from their website “ With a global warranty on all our products in over 100 countries you’re covered wherever you travel”. This has proved to be untruthful. Do not purchase from Samsonite, this is not a brand you can trust for quality or after service.
I am extremely disappointed with Samsonite. I purchased two Samsonite cabin suitcases, expecting them to be durable and last for at least the 10 years stated in their warranty, especially from a brand with such a strong reputation. Unfortunately, both suitcases have developed the same problems. The rubber handles are peeling and deteriorating,… Read more
leaving a black, sticky residue on our hands, and the side clips on both suitcases have broken. Same issues for two identical suitcases! They have been well looked after and have only ever been used as carry-on luggage, never checked in. Both suitcases are still within their 10-year warranty period, yet Samsonite has refused to help, dismissing the issues as normal wear and tear. I provided photos, proof of purchase and the warranty statement, and the only solution offered was for me to purchase replacement parts and replace them myself, at a high cost per suitcase! What disappoints me most is not just the poor quality of the products, but the way the company has handled the situation. I expected a brand like Samsonite to stand behind its products and make a reasonable effort to resolve the problem, particularly when two suitcases have developed the same issues. Instead, I have been left feeling completely let down. This experience has seriously affected my confidence in Samsonite. Unfortunately, neither the product quality nor the customer service has lived up to the expectations I had of this brand.
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… Read more
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.
Thank you for your review Cain, We're sorry to see… Read more (+1 reply)
Reviews with attachments
I purchased a Samsonite hard shell suitcase largely because it was marketed as a premium product backed by a 10-year warranty. Within the first year, I experienced an issue with a wheel. When I contacted Samsonite Warranty, I was told the hardware was not covered. I specifically asked what was covered and was told the hard shell case itself was… Read more
covered.
Seven years later, the case has now cracked along the top while being lifted by the handle during normal use. I contacted Samsonite expecting this to fall under the warranty, based on what I had previously been told. This time, I was informed that cracks in the hard shell are also not covered. When I asked what is covered, I was told stitching and manufacturing faults.
So the wheels aren’t covered. The shell cracking isn’t covered.
For a product sold at a premium price point with a prominently advertised 10-year warranty, this feels extremely misleading. If core structural components of the suitcase aren’t covered, the value of that warranty is questionable.
Very disappointing experience for a brand that positions itself as high quality and reliable.
Thank you for your review Amy, We're sorry to hear… Read more
Zip Seam Bust Open – I have a Samsonite suitcase that has bust open at the corner on two occasions (clearly a product fault, not airline). The zip can be opened at the seam quite easily with my finger, even when locked. Clothes sprawled out in the airport conveyer. Seems to be a common issue, as I can see from other reviews. I took it back to where I purchased it… Read more
regarding this issue and Samsonite replaced the zip, but quite frankly I would have expected a refund or replacement of a different suitcase. I cannot trust this issue won't happen to this suitcase again. I have a Kmart suitcase that is better quality than this. Waste of money, and cost me more in lost items.
- +6
I purchased a full suite of Samsonite Cosmolite cases (three suitcases and the matching vanity case) in 2012–2013, and they have been outstanding. These bags have travelled around the world with me multiple times over the years, and they are still in remarkably good condition. They have certainly proven to be an investment rather than just a… Read more · 1
purchase.
My matching vanity case, which I absolutely love, needed a replacement luggage strap after many years of constant use. Samsonite Sydney repaired it, and it served me well for another five years before it eventually needed further attention. More recently, I sent the vanity case in to have the lining repaired and asked if they could also inspect the strap while they already had access to the shell.
To my delight, they repaired both the lining and the strap completely free of charge. They even returned the case to me in Melbourne with postage fully paid by Samsonite. The repair is beautifully done and has restored the case to its original condition.
I would like to sincerely thank the Samsonite team. The customer service was first class at every stage of the process, and even purchasing replacement badge parts over the years has been straightforward and hassle-free.
Quality products are only as good as the service that stands behind them, and Samsonite has excelled in both. After more than a decade of extensive international travel, I couldn't be happier with my Cosmolite luggage, and I wouldn't hesitate to recommend Samsonite to anyone looking for luggage that is built to last.
Thank you, Samsonite. NB: I just bought a Samsonite Pro DLX 6 garment bag and 3 cosmetic pouches at their EOFY sale because it's a known quantity.
Our Samsonite Spinner suitcase is well travelled after seven years. At the end of our recent journey, the feet on the suitcase were damaged. We contacted Samsonite After Sales Service lodging the appropriate form requesting replacement parts. They acknowledged our email upon receipt and within 9 days, we received the requested parts in the mail.… Read more · 1
The replacement feet were easy to replace ourselves. The Samsonite After Sales Service teams were simply amazing in responding to our request.
I think there might be better brands out there these days my first bag broke it was a known fault then the handle on my second bag broke a few years later. Don’t get me wrong. It is heavy usage but it’s supposed to have a 10 year warranty when I reached out to them I felt like I had to jump through hoops to get them to assist me if I didn’t fill… Read more
out the information in exactly the right way they wouldn’t respond even though I had all the information in the body of the original email I sent them. They then for a broken handle sent me a new handle with no instructions or tools to fix it and it wasn’t the easiest thing to replace. This is coming from a qualified trades person as well if you’re going to say that you have a 10 year warranty make it easy to claim otherwise you’re just going to make people more upset with the authority to satisfied product quality issues.
Thank you for your review Tom, We're sorry you were… Read more
Bought a nuon suitcase directly from the Samsonite Australia website and it arrived defective straight out of the box. The inner lining wasn’t sewn in properly, leaving a hole straight through to the outside of the case — big enough to fit a pen through. Completely unacceptable for a “premium” brand. The customer service experience is where this… Read more
really went downhill.
Initially, support was helpful and acknowledged the issue. I was told their assessment team had confirmed there are known cases where the lining near the hinge isn’t stitched properly. Based on that, I was asked to return the suitcase for inspection and replacement. Fair enough — I sent it back in good faith expecting a straightforward resolution.
After they had both the suitcase and my money, the story completely changed.
Suddenly, the exact same issue was no longer a fault — it was now “by design.” I was told the hole is an “access point for repairs” and that every case in the range has it. This directly contradicts the earlier admission that it was a known stitching issue. They even admitted they “were not aware of this information” initially, which says everything about how inconsistent this process was.
From there, it turned into outright refusal. They declared the suitcase “fully functional” and “fit for purpose,” despite the fact it literally has an opening to the outside where small items could fall out or water/dust could get in — which completely defeats the purpose of a suitcase.
Then came the kicker: they refused a refund under Australian Consumer Law and instead tried to reframe it as a “change of mind” return, offering a refund only if I paid a return fee — after I had already sent it back at their request due to what they initially treated as a defect.
At this point they are effectively holding both my money and the suitcase hostage while denying an obvious issue and backtracking on their own earlier position.
This wasn’t just a faulty product — it was a bait-and-switch support experience. Acknowledge the problem, get the item back, then deny everything and push the cost back onto the customer.
Completely unacceptable. I won’t be buying from Samsonite again.
Thank you for your review Chris, As we had advised in… Read more (+1 reply)
Terrible experience with Samsonite ultra light and seriously claimed to be strong bag. Looked like 100 years old bag after first travel. Next travel the lock came out, replaced via warranty, next travel the wheel has come off, it is not broken- it has just come off from its fitting. very poor build quality and now refusing warranty claim blaming… Read more
the airline. All three travels are with different international airlines!!!! Problem is with the build quality & poor customer service rather than airline I believe.
Thank you for your review Liaqat, Unfortunately we… Read more
I bought a Samonsite suitcase based on the name -- assumed it was a quality product. The first time I tried to use it, the zipper tore away from the body of the bag. What followed was MONTHS of emails with their "warranty" department -- they kept asking me for the same detailed information I had already provided, then they would just ghost me. So, the bag is useless and the warranty is basically a fraud.
Thank you for your review Gail, Unfortunately we are… Read more (+1 reply)
Latest follow-ups
Supreme Customer srvice Experience – Had an issue with some wheels on my suitcase and despite it being well out of warranty replacement parts were despatched within hours of my request all at no charge to me. Show reply
Follow-up · Stopped flying Qantas and the wheels have not come off since.
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I actually felt valued – Bought a quality product and even though the airline probably had an input in the failure, the team at Samsonite were a delight to deal with, they did the right thing, were very prompt in returning communication and made sure the issue was rectified. This is what after sales service is all about. Show details · 2
Follow-up · The issue with the broken caster wheel was quickly resolved. One of the wheels on one of the casters had been broken off and Samsonite replaced the whole set. They arrived within days. I fitted the new set of four casters immediately and in all our overseas travel (2×/year), have never had a further issue. My belief in Samsonite is unwavering and… Read more
We have 3 Samsonite C-Lites, 2 10+ years old, the other 7. They have served us faultlessly until a major airline returned one to us with a bent corner plus broken wheel assembly. I spoke with Samsonite HQ in Mulgrave, said I had to claim on line.… Read more · 1
Did that & had a response within 24 hours. Provided them with photos of damage/ wheel housing & SHAZAM - I had a pack of replacement wheels within 72 hours. FANTASTIC service. Bravo! So glad we bought the C-Lits!
Follow-up · The bend/kink in the wheel housing was caused by some lunk in airport baggage handling. I didn't bother reporting it to the airline (what's the point? - they are seldom helpful & take ages in responding). Replacing the wheel was simple, 5 screws attach the wheel hose to the case. Samsonite were brilliant - helpful, professional. Great customer service. Oh, & I forgot, we have 4 Samsonite suitcases not 3 & bought 2 for our youngest son.!!!
Positive reviews
Samsonite Paralux Suitcase repair. Was travelling up an escalator in a train station in Belgium when the case fell backwards. Main case was fine (as were the travellers) but the aluminium handles were severely bent. I had to snap them off so the case could be booked for the next flight. Upon return to Australia I requested repair advice from… Read more · 1
Samsonite and was sent a new set of extension handles. Was simple to repair and now the case is fully functional. Very pleased with the process and the result.
I recently purchased a Samsonite Essens suitcase and unfortunately 2 of the wheels were damaged by baggage handlers on a flight home. The service response I received from the Samsonite spare parts team was nothing short of exceptional. I won't go into details but I was truely amazed and I've passed on the details to family and friends. This is… Read more · 1
in part due to my loving the purchase of this suitcase. If you don't know how the Essens works, check it out - way better than other models/brands. Anyway the disappointment of the baggage handling damage is well in the past now thanks to the Samsonite team. Well done and the prestige of this brand is well deserved.
Maria and her customer support team from Samsonite Australia did an excellent customer support throughout my luggage damage claim due to baggage handling. Their response was prompt, professional, and efficient through the process. Maria and the team made the experience smooth and stress-free, with clear communication and timely updates throughout.… Read more · 1
I truly appreciate the level of care and customer service provided and would gladly recommend Samsonite Australia for standing behind their products and supporting their customers when needed.
Negative reviews
The product I ordered I was told after a week was not available and a refund was in progress. I asked for suggestions for an alternative and was told this was not possible asd the refund was in progress. I purchased from elsewhere. Then I received an email saying a similar one could be purchased. If I wanted to go ahead I could respond. If I… Read more
didn't respond it would be understood that I didn't want to go ahead. I did not respond however a suitcase arrived - and my money hasn't been refunded. When I contacted Maria et al I was ignored and my money still hasn't been refunded. I don't need their suitcase and I didn't ask for the replacement. I just want my refund.
Thank you for review Sheridan, We do apologize as… Read more
I purchased a backpack for an overseas trip but unfortunately Samsonite sent the wrong item. I understand that mistakes happen but I am deeply disappointed with how they handled the situation. I clearly communicated that I was traveling on April 7th and was anxious about receiving the correct order in time. I received the wrong item on March 26th… Read more
and returned it the next day but then I was informed about a warehouse closure from March 25th to April 1st which delayed the replacement process. Complicating matters further public holidays from April 3rd to 6th made the timeline even tighter.
Samsonite assured me that the replacement would be sent via express shipping once the warehouse reopened but it wasn't processed until late on April 1st and then sent via Australia Post meaning my order will not arrive before my departure. I even offered to pick up the item myself as I live just 15 minutes away but this was not accommodated.
While the customer service team was polite I am extremely disappointed with the stress and inconvenience caused by their error. Their response—that there was nothing they could do to expedite the delivery—was frustrating. I believe that using a privare courier service instead of Australia Post could have resolved the issue more effectively.
Thank you for your review Mary, We're sorry that… Read more (+1 reply)
I purchased two Samsonite Nuon suitcases (55cm and 75cm) from this store and received products with manufacturing defects. There are manufacturing issues with the telescopic handle which gets stuck when retracting, scratches on the button and there is a visible cosmetic pit on the shell that could compromise structural integrity over time. I… Read more
contacted customer service and provided timestamped photos and videos of the defects, requesting a full refund. Despite repeated communication, the response was dismissive, claiming the defects were “minor cosmetic variations” and refusing a proper resolution. I had planned to purchase for family members as well, but after this experience, I will not be recommending or buying from them again.
I am now pursuing my rights under Australian Consumer Law to obtain a proper resolution. Tip for potential customers: Be aware that products do not meet acceptable quality standards yet are sold at premium prices. Customer service will wash their hands off once the purchase is made and are not helpful. Always inspect products in person if possible before buying, and carefully consider reviews from other customers - there are recurring reports of quality issues with Samsonite products.
Thank you for your review Sonia, Our Customer Care… Read more (+2 replies)
Recent reviews
We purchased two wheeled hard sided duffle bags from Samsonite several years ago and have done multiple trips using them including 15 weeks of dragging them over rough European cobblestone streets and countless plane trips. The outer tire on the wheels were damaged at the end of our last trip but Samsonite have replaced these for us for NO cost… Read more · 1
which was amazing. If you want a suitcase that lasts, pay the but extra and get a quality Samsonite one.
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Was looking for a part that had broken on a 7 year old suitcase. Deemed it impossible. Emailed customer service, within 7 days I had the replacement part, perfect fit, no issues. Didn't think you get this service any more. Will buy Samsonite next time I do need a suitcase. Show reply
I have had my Samsonite luggage for a few years now. I am very happy with it! On a recent holiday they proved to me just how strong and durable they are! Recently while waiting for our luggage to come out the baggage loading dock, BOTH our suitcases came out partially crushed by rough handling! We were shocked on just how rough the baggage… Read more · 1
handlers must have been! My partner was able to pop the cases back into shape easily enough but On closer inspection, I noticed that the suitcase label had popped off and was missing!. I sent an email to Samsonite hoping to get a replacement badge and sure enough within days one unexpectedly arrived on my doorstep! Thank you so much to SAMSONITE! The service was so quick! I highly recommend these suitcases, they really are strong !
The repair of the zipper on my hard case at the Samsonite repair centre was exceptional. The ease and swiftness of their service was incredible. It took only 48 hours to complete. A special mention to Maria at the front desk whose is so friendly and helpful. A big thank you again for the smooth and amazing experience. Show reply
From the first call to Samsonite the experience was amazing. Amanda was very helpful on the phone, the lady who greeted me at reception was lovely and the follow up date was great. The repair to my suitcase was complete within 24 hours and overall excellent experience. Would only buy Samsonite moving forward after this experience. Thank you for a job well done team. Show reply
Leather tote bag had a faulty zip, however, Samsonite immediately replaced the tote which I received in perfect condition. The process of returning the faulty bag was made easy and didn’t leave me out of pocket. Seamless service. Show details · 1
Clear winner. Great product. Great Customer Experience I only have Samsonite products at home because I trust the brand. I ordered two items via Samsonite website for the very first time. Samsonite Laptop bag and Small backpack. I collected my laptop bag from Aus Post and the other item went missing as the courier person left it near the letter… Read more · 1
box (unsafe location). Someone took it as it was not a secured location. Lovely person by the name Maria [Customer Card Administrator] who was on my case advised me and helped with all relevant information about my order including the Courier Company info.
Maria also sent me photo evidence. I knew that someone has taken it and I don't stand a chance of getting it back. Maria went above and beyond and re-ordered the same item for me completely free of charge. I was pleasantly surprised.
It's not about the company or the brand, it's the people who represent it. Maria is an asset for Samsonite. Give her pay rise please.
I will go ahead and make more online purchases with Samsonite now. Thank you Maria. Thank you Samsonite
RR from Melbourne
I have a case that is about 7 years old and one of my wheels broke, I spoke to customer service and they were so friendly and helpful I was so impressed I am so glad I purchased such a quality case!!! Show reply
I had the zipper pull break on my American tourister case. I took this back to the head office for a repair. As I am 2.5 hours hours away and don’t come to Melbourne very often the staff organised for the repair to be completed today. Absolutely amazing service! The case is high quality and the after care is first class!! Show details · 1
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Thank you for your review Grace, We mention in our… Read more (+1 reply)