Defective Luggage, Poor Resolution and Pricing Practices
I recently purchased a $200 carry‑on suitcase from their online store and have yet to receive a usable bag. The first suitcase arrived with a broken interior zipper slider of the major compartment before its first use, making it unusable. Customer service arranged a replacement, but the “new” suitcase arrived in a damaged box, missing the dust bag, and with visible scuffs, scratches, and discoloration on the shell. To resolve this, I contacted customer service via online chat and spent over an hour explaining that I had received both a defective original suitcase and a damaged replacement. Instead of simply providing a proper new replacement at the original price I paid, I was told I would need to pay the current, higher price for another replacement. The representative even “joked” that they were happy to offer me the same discount their teammate had applied previously, which only brought the cost back to what I had already paid, as if matching my original price was doing me a favor. In the end, there was no meaningful resolution: I was left with two unusable suitcases and a suggestion that I pay more to fix a problem entirely caused by the condition of the products they shipped to me. This experience has left me with the impression that the company does not stand behind its products, does not value customers’ time, and is willing to treat a warranty/defect situation as an opportunity to charge a higher current price rather than honor the original purchase.