Tripp suitcases

★★★☆☆
2.8 / 5
37% of users recommend this
  • Durability

  • Value For Money

petbak02's review of Tripp - www.tripp.co.uk

★★★☆☆

“Tripp suitcases”

Written on: 18/12/2016 by petbak02 (1 review written)

I have a Tripp suitcase which I have been fairly happy with.However one of the wheels was broken by bad handling. I contacted Tripp to order a spare wheel and was informed that they do not stock replacement parts but Debenhams sometimes keep parts from cases returned under warranty.So I may or may not get a part at sometime in the future, What a pain! Tripp suitcases are made in China so why can't they oder a few spares each time they make a purchase? For this reason I cannot recommend Tripp luggage.

  • Durability

  • Value For Money

Trippluggage's Response to petbak02's Review

Written on: 29/12/2016

Thank you for your comments.

I apologise that we were unable to supply you with a spare wheel straight away on this occasion. We do not offer a spare parts or repairs service as part of our service offering I'm afraid. We do operate a 5 year guarantee against all manufacturing issues, however if it is handling damage as indicated in your review, you are able to claim from the travel company. We can assist you with this by providing documentation to advise the product cannot be repaired and the price of a replacement.

We do a variety of different ranges of cases which all have different parts and these do change regularly which would make it difficult to stock all of the parts required. Incorrect fitting of these parts may invalidate the guarantee and so we would usually prefer to replace the cases for you.

I'm sure the store in question have your details on file but if you did wish to email us again using the contact details on our website, we can check again for you.

Kind Regards

Tripp Customer Services

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Petbak02's reply to Trippluggage's Comment

Written on: 30/12/2016

When I telephoned your customer service department the lady I spoke to kindly offered to contact Debenhams Ilford branch to see if they had the part I need, however I have not recieved a reply, of course this could be due to the Christmas period. I cannot make a claim as I damaged the wheel myself as I removed the case from the airport carousel although I do think the wheels should be durable enough to withstand this.
From a consumers point of view your policy of not stocking spare parts is unacceptable. I am just glad you don't sell push bikes!!

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Trippluggage's reply to Petbak02's Comment

Written on: 05/01/2017

Please let us know if the Ilford store do not get back in touch so we can chase this up for you. You did say in your first review that it was caused by bad handling in which case I'm sure it was not damaged by you and the airline could not hold you responsible for this. It would definitely be worth investigating their claim policy.
If we do have the spare part we are willing to provide it however this is not part of our standard policy as we will normally replace the case completely if it's a manufacturing fault.

Please let us know if Ilford store are not in touch so we can look into this further for you.

Kind Regards

Tripp Customer Services

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Petbak02's reply to Trippluggage's Comment

Written on: 08/01/2017

I telephoned Debenhams Ilford branch and was advised that Debenhams do not keep parts from items returned under warranty. So it looks as if I will have to dispose of a perfectly good suitcase because Tripp will not supply any parts.

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