Samsonite Company Store

I brought in my leather Samsonite computer bag that I got at a department store a few years back and they not only shipped it to the repair center, but I got the bag back in 4 days totally fixed. The zipper had broken off and they replaced a totally new zipper. This is my second Samsonite bag and will only buy Samsonite going forward because of great quality and service.

Can’t beat the quality and the name. Bought a great roller mobile office like thing. Needed one badly for work. Great product and service. Also, you get an extra 20% off with AAA. Probably the first time I’ve actually gotten this kind of use out of that membership.

Had a similar experience to many. I am a San Diegan living in Asia and on our last trip thru LAX our luggage had a major hole poked through it. Samsonite Company Store was quick to send it to the LA repair center who within 72 hours reported they could not repair the damage.
Standard practice is in 2 – 3 weeks I would receive a new piece of luggage in the mail or a coupon for an in store replacement. The issue was that we were leaving to return to Asia 5 days later. A fantastic lady (Crysta or Crystal) took care of the issue, followed up with corporate and called me 1 day later to pick up the bag in Carlsbad.
Sadly it is rare to see amazing service these days, extremely impressed by Samsonite!!!

**Rating the Luggage Repair Service**
Came in to drop off my Samsonite Carbon 2010 Rollaboard that I’ve had for about 10 years without any issues. The rubber on the wheels started to crack and eventually the tread fell off completely on ONE wheel. I dropped this off at the Samsonite store and the attendant was super friendly, had my sign a simple form, and the luggage was sent off to El Camino Luggage Repair and would be delivered back to my home.
Literally, they charged me nothing to fix the wheel tread and actually they replaced BOTH entire wheels with brand new versions with I’m guessing better quality ones. The luggage was delivered to my home in great shape in less than two weeks.
Wow!

This review is for repair service. I brought in my 10+ year old roll aboard suitcase to have some zippers fixed. The clerk told me since it was over 10 years, they might not be able to find parts to fix it and they might charge me for repair. 4 days later, it arrived at my door, zippers were perfect. They even fixed the creaky telescoping handle. I highly recommend purchasing this brand – they stand behind their warranty!

I had no idea what to expect but I needed to get the seams fixed for my roller duffle I had purchased a few years ago. The associate indicated to me they cannot make any assessment in the store but they will ship it out to a service center. I filled out basic shipping information, when I had purchased the duffle and where. I have to say they didn’t hassle me about it. I was told it would take about 2 – 3 weeks before I would hear back from their service center. I was also informed that if they considered the damage not under warranty that I would receive a call and to make a decision whether to pay for repairs. Anyway stitching at the seams where it borders the zippers had come undone. Long story short I took it in on a Saturday and and received a large box at my door step the following Thursday! Oh man! No call at all. Just here you go, fixed! I am not sure if I should really be writing a review for this store or the service center, but I have to give credit the associate was upfront and made getting my duffle processed for assessment really easy.

We were at the outlet mall in search of shoes for the BF, and happened to notice the Samsonite shop… Since 1) my black suitcase that a million other people have had just recently been taken inadvertently by another hotel guest of where I was staying and 2) the pull handle was all jacked up rendering it basically useless, I was in need of new NON black luggage!:)
The decisions can be overwhelming; spinner, duffle, hard case, nylon, poly, etc etc etc. The staff was really really helpful, and very patient with indecisive me:) Since the BF and I were on our scooter, we were able to settle up, and come back later to pick everything up, which was pretty cool.
They had a great sale going on, BOGO half off, PLUS if you have AAA, you get an ADDITIONAL 20% off! You might pay a little more for the Samsonite name, but they have been at this for a while, and kinda know what they’re doing. I also liked the fact that this shop is an authorized repair drop off so if something were to go wrong with my luggage, I can bring it right in. For me, that was the deciding factor between buying here vs ebags or someplace else online.

Quintessential customer service. Great staff of customer-​focused people. I purchased a piece of luggage and actually used it on a business trip one time only to realize that it was not really what I needed. Even after using it, the staff allowed me to exchange it. From the original purchase to the return the service was excellent. Thank you to Katelyn for quickly handling the return, Krista the manager who made the executive decision to do the exchange, Leonard for professionally handling the phone correspondences between me and Krista and Jordan who sold me the original piece. Highly recommend and worth the trip no matter where you are coming from.

Great and so so. There is a wide choice. This was the only luggage place at entire outlet mall with a pass-​through computer bag. (Computer stays in bad through airline security.) No other store even new what they were. Other times I shop here I can not find anything of great quality. So So stuff if you do not travel much. A lot of made in China stuff with Samsonite name on it. Staff has little product knowledge and can be lethargic. No table to view luggage. I plan to return here today to look for a bag. I have a couple back up locations planned as I do not expect to find a bag and I need one. Quality, not price, is my concern.

HORRIBLE SERVICE!
My mom and I were in the store for a good 20 minutes, looking like we needed help and NOBODY came to our assistance (there were 2 salespeople there that day and only 1 other customer, btw. So it’s not like they were busy or anything).
Then when 1 of them finally took the effort to approach us, guess what? It wasn’t to offer us his services, but to tell my child to not play with the luggage. Well I’ll tell you what, ASSHAT, if you had come to help us 20 minutes sooner, my kid wouldn’t have been bored out of his brains, and my mom and I would have actually purchased $$$-worth of luggage from your store. Cuz as we all know, $am$onite doesn’t come cheap, even at the outlet.
So I don’t care how good your warranty is and whatnot. Good customer service goes a LOOOONG way.
Anyways, 1 star cuz Unilocal is forcing me to… but really it gets zero from me.

After all of our travels the last couple of months, one of my suitcases got abused and the handle was completely ripped from the screws. It needed to be completely replaced. We purchased them several years ago at another location but brought them into this store to get fixed.
We didn’t have any issues with the repair process. In fact, we were super impressed. They didn’t ask to see a receipt, ask questions, didn’t make excuses, they just took our information down and said they’d ship it to us directly as soon as the repairs were complete. They quoted us 2 weeks but we actually got it in the mail 4 days later. We were amazed. The suitcase looked as good as new and we were very pleased with the ease of getting it repaired.
I’d highly recommend this store as well as the Samsonite product because they do stand behind their warranties.

We bought a rolling bag here and got a good price on it. And best of all they stand by their warranties. When the bag got a rip in it, they replaced it with no hassles. Great service !!!