Mv fixed my suitcase in less than 2 minutes. Quickest customer service ever. My handle broke but my suitcase is still under warranty. Just had to show my receipt and it was no problem getting it fixed. Thank you!!
MV was very helpful and gave us a solution clearly and concisely.
Just perfect service. Hassle free.
Never in my lifetime have I come across such diabolical customer service. After less than 2 years the wheel fell off my case, which was supposed to have a ten year guarantee and also the fabric began to delaminate. I contacted customer service who told me they didn’t have a wheel for my case, and delivery for one would be at least 2 months. I then explained that the fabric was also delaminating. I was told that although I had sent in photos of the delaminating I would need to send the case at my own expense for them to determine the issue along with the original receipt. I never received a receipt when I bought the case but the retailer wrote on the guarantee the date of purchase.I sent a copy of this along with the case, expecting this to be sufficient proof of purchase. Samsonite then eventually contacted me to say the case was not repairable and as I was no longer in possession of the original receipt they were unwilling to honour the guarantee. Clearly the Samsonite brand is worthless without the customer service when things go wrong. The only reason I pay a premium for a brand is for the security and quality it claims to offer. I now know through bitter experience Samsonite offer neither. In reply to your latest post. I have already written, and spoken to your customer service department and sent the case back to them at my own expense. It is very very clear to me that this post was written to make it appear you are being helpful whilst doing absolutely nothing. May I suggest respectfully suggest,you pick up the phone or write to your customer service department,as they have all the details and the pictures I sent and have examined the case themselves before deciding it was unrepairable, if you actually offer any level of customer service.
I bought two suitcases and had them delivered. I decided quickly that they were a bit smaller than I would like so I decided to return them and order larger ones. I started the return process and received an email giving me instructions. I followed the instructions and found that the phone number for returns on the email was incorrect. Once I found the correct phone number I called UPS to arrange a collection and was told that the return was not prepaid and I would have to pay cash to have the items collected. I called Samsonite and they said that since Brexit (yes, the one from over 4 years ago), the prepayment labels don't work properly. Coincidentally, I'm also returning a package to New Balance via UPS and their prepaid label works just fine. I have had to call UPS 3 times and Samsonite 4 times and still have to pay UPS and then request a refund of the "FREE" returns charges. This is far from hassle-free shopping and instead of ordering larger cases from Samsonite I'll be going somewhere else. I was going to email customer service with my complaint but they don't publish an address.
Awesome service from MV, who fixed my travel bag, there and then (because the parts were available) when I turned up just before closing time (18:00). Friendly service, although clearly very busy!
MV was very quick and friendly in sorting out my broken suitcase handle. It was under warranty so since the handle was not in stock he suggested I go downstairs in the shop floor to choose an equivalent suitcase to my broken one for free under warranty. Coming into the store with a broken bag to leaving with a new one must've been about 25min max.
Today I realized that Samsonite is solving problems. I have a bag for computer and I forgot number code of my lock. I went in London to help me with it and MV exchange it for new. I knew that they are selling best suitcases but now I know they have also the best service. Thank you again.
I went for a repair of a zip of my suitcase at Samsonite Oxford Street. I was treated well and the quality of customer service was excellent. My suitcase zip was repaired within 30-40 minutes of my arrival. I was looked after by MV
I have a large Samsonite suitcase and one of the hinges broke. I checked the internet and thought the best shop to go to was 251 Tottenham Court Road. Having arrived at Bond Street station l headed off to Tottenham Court Road. But they don’t have a repair desk there and they directed me to Oxford Street. The samsonite shop (opposite John Lewis) is completely AMAZING. So helpful and efficient and overthought the repair desk is closed on a Sunday he said my repair was simple and he did it!. Thanks so much MV . It was such a positive experience and the customer service was fantastic. Samsonite should make it much clearer that the repair desk is only at this shop as it would save customers time, energy and money . That is why l have reduced the rating: definitely not because of the service at the Oxford Street shop. The availability of the repair shop would definitely make me buy samsonite goods again.
Poopy was wonderful. She was patient, listen to our needs, showed us different suitcases and when she understood the small faulty on our own Samsonite suitcases, she suggested to fix them instead of buying new ones. When we will need new ones we shall buy Samsonite. MV looked at our suitcases and fixed it on the spot with no charge. Happy day for us…
Brilliant service by the guys at the Samsonite Repair Studio at the Oxford Street store. Fixed the broken zip on my favourite Cordoba Upright cabin case 👍😀
Fast, high quality and well priced service repairing my Samsonite suitcase. Makes me want to keep on purchasing Samsonite!
Top class service! Zippers of my Samsonite came loose in London. Took the super guy less than 15 minutes to fix it. Saved my day! And for sure: I will never buy another brand than Samsonite.
Very kind, smiling and efficient in solving my problem today with my nice suitcase. Thanks MV you’ve been very helpful
Fantastic service ! Having set up the passcode incorrectly, I couldn’t open my case . Very speedy service , friendly and all done with a lovely smile !
I met the person in upstairs, in maintenance shop / Oxford Street , really he is very clever and respect me , and introduced the helping , many and highly appreciated to him
Pasquale was incredible - give the guy a raise! He gave clear instructions over the phone and I took it into the store and had it fixed in less than half an hour. Samsonite need to be clear about where repair centre is but Pasquale was absolutely brilliant.
Had a bag emergency with a broken zip on way to airport. Pasquale from the Oxford street shop was on hand to do a brilliant repair in the nick of time. Brilliant service and well done Pasquale - you have made me an ambassador for your brand
Extremely professional and efficient service. I cannot believe that it was so easy and fast to get my carry on fixed. The person in charge was super gentle too and did a great job. And they even gave comfortable sofas where you can wait until the work is done