My Experience with Travelpro Warranty – Think Twice Before Buying
I want to share my experience with Travelpro so that anyone considering buying their products can make an informed decision. I purchased a Travelpro tote .I was buying from a reputable brand with reliable customer service and a solid warranty. Unfortunately, my experience turned out to be the opposite. After some normal use, the zipper teeth on the suitcase failed. The bag is still within the warranty period, so I submitted a warranty claim through their website and attached photos clearly showing the issue. There was no visible damage from misuse, impact, or overloading. The zipper simply failed under normal use. I received a quick response from customer support. They wrote: “We are truly sorry to hear that you have issues with the zipper teeth of your Travelpro® Platinum® Elite 21” Expandable Carry-On Spinner suitcase, we will be happy to assist. After further review, we do not have the required parts available for repair. As a gesture of goodwill, we would like to offer you a 50% discount toward the purchase of a new luggage item at regular price.” At this point I was confused. My bag is under warranty, so why am I being asked to buy another product, even with a discount? According to their 5-year limited warranty, it clearly states: “If your product fails as a result of a defect in materials or workmanship, we will repair your bag/product (or replace it, if repair is not possible) at our expense.” My situation fits this exactly. The zipper failure appears to be a defect in materials or workmanship, not customer damage. I explained this to them in my reply and pointed out that if repair is not possible, the warranty states the product should be replaced. After that, I received another message saying they had “authorization to send me a new luggage item.” Sounds good, right? Not exactly. They told me I would have to pay a non-refundable shipping fee of $50 + taxes, and they would send me a new Tote . They also required me to cut the tag off my original bag and send photo proof before they would proceed. Here is the part that really made me question the whole situation. Their first “goodwill” offer: • 50% discount on a new bag • The bag costs about $110 • With the discount I would pay $55 Their “approved warranty solution”: • Replacement item • $50 shipping + taxes So in reality, both options cost almost the same amount — around $55. In other words, whether they call it a discount or shipping fee, the result is the same: I still have to pay about $55 for a product that is supposedly covered under warranty. To me, that defeats the entire purpose of a warranty. The company presents it as great customer service and goodwill, but in practice the customer still ends up paying. Another issue is that different emails referenced different products, which made the whole process even more confusing. The final conclusion from my experience: Travelpro’s warranty looks good on paper, but when it actually comes time to use it, the solution still requires the customer to pay out of pocket. If a product fails due to a defect and the company cannot repair it because they don’t have parts, that is their internal supply issue, not the customer’s responsibility. Because of this experience, this will be my last Travelpro product. My advice: Before purchasing from Travelpro, read the warranty carefully and understand what it really means in practice. Also consider looking at other brands that offer true lifetime warranties where the customer does not pay for replacements or shipping when a product fails. I hope sharing my experience helps others make a more informed decision before buying. Travelpro that pure SCAM in my experience. Best wishes your excustomer with Ticket nr of warranty order #: 226046770