Guest's Review of Samsonite
13th May 2009
Overall Rating
- Value for money
- Size / Capacity75cm
- Durability
The delightful sales assistant at Cheshire Oaks who finally sorted out a replacement case - which we collected again at our own travelling costs.
Bad Points
A complete let down with regard to their attitude towards a case that was faulty when it was sold to us - and no offer whatsoever to collect the faulty case for exchange/repair or any offer of contribution yowards our costs to return the faulty case. Totally unacceptable in light of the cost of the case and the reputation of such a renowned company.
General Comments
We bought a 75cm Solana spinner from a Samsonite Retail outlet some 75 miles from home en route to visit family. On returning home with the new unused case, we discovered the lock to be faulty. Samsonite advised the only course of action was to return the case from whence it was bought -despite our protestations at the distance involved and the fact that the case was faulty prior to use! Samsonite Customer services link on their website- in Belgium (apparently)- have washed their hands of our query and passed our complaint back to the Retail outlet. The Retail Outlet are not budging from their response indicating the onus is on us to return the faulty case to them- a round trip of 150 miles at our own expense. We bought the case on the basis of samsonite reputation - I only hope the case justifies the huge outlay that we have incurred, hoping to have bought a quality item. We will not be buying Samsonite again after this appalling experience of dreadful customer service.
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