Absolutely terrible customer service
After reading plenty of glowing reviews about Travelpro’s quality and lifetime warranty, I decided to splurge on a Platinum Elite luggage set (carry-on and medium check-in). It was $750+ (which is a lot for me). But I figured it was a worthy lifetime investment. However, when the luggage set showed up, the cartons were opened and one of the suitcases was unzipped and expanded and gave the distinct impression that it had been opened before. For $750+, I expect a brand new product in a properly sealed carton (a perfectly reasonable expectation). I reached out to customer service and provided some requested pictures, just to have them dismiss it as “minor cosmetic damage” and suggest I just keep it. I know Travelpro’s warranty is great but I should not have to wonder if I need to take advantage of it immediately upon delivery. It looks like they don’t do exchanges but rather I have to return it and rebuy. They have kept silent on whether they will honor the original price I paid (I bought during their Memorial Day sale). UPDATE: They refuse to provide a discount code so that I am not screwed over by their poor quality control. What a terrible way to treat customers who spend their hard-earned money with Travelpro.