Samsonite Australia Head Office

Warranty is as good as naught. Repairers blamed the Airline (of course). Horrendous aftersales experience.Bought a Samsonite Lite Cube DLX last February, took it on a flight from Melbourne to Tasmania and everything seemed fine.Finished packing up late May for an international trip. Packed-weighed-unpacked-reweighed-repacked as you would. As soon as we took it from the bedroom to the living room, the hinge came off.Made in Europe, unclaimable ten year warranty, and couldn't even survive a domestic flight. Terrible.

We live in country Victoria. Our Cosmolite 75 cm suitcase zipper broke and after checking online for the approved Samsonite repairers I discovered that they were all located in Melbourne. We waited for an event in Melbourne and we dropped off the suitcase to the head office in Mulgrave. The suitcase was returned to us repaired , free of any charges via a courier within a fortnight. This is the second suitcase we have had repaired with Samsonite ( a wobbly wheel) and given the rough handling and cobbled European streets we have put the bags through when they are renewed they are as good as new. We love the idea of repairing and renewing rather than throwing goods away to landfill.Samsonite staff were a pleasure to deal with and we will continue using their quality products for as long as we can keep travelling.

I just wanted to write and thank the customer support staff (Amanda) for the prompt and professional service in assisting me with spare parts for my luggage. Your help was amazing and greatly appreciated.

Samsonite have ZERO customer service. Yep that's right, it does not exist in anyway that I could find after four non-stop days of calling their number, texting their helpline and sending e-mails to any e-mail and any contact form they provide. I desperately needed to get in contact and there is just nobody on the other side. They have caused me extreme stress before my trip as my express paid for luggage has not arrived a weeks after it was meant to and I have been forced to buy new luggage the day before my trip with no way of cancelling my Samsonite order or speaking to anyone to help me. I honestly don't think there is worse customer service than Samsonite Australia because from what I have experience it is non-existent. Buyer beware!

5 Star Service... Contacted Samsonite customer care via their website as my much loved Samsonite Cosmolite spinner hinges broke from airport luggage handling and been instructed to drop the bag at Mulgrave.The service here is fantastic. Really friendly receptionist lady and no questions asked. The luggage got fixed in less than a week and now I can take it travelling again.. Thanks Samsonite!

Best customer service I've received in years. Prompt and did more for me even than I asked when replacing my luggage. Definitely made a lifer out of me.

I am not sure if other reviewers had simply bad luck or any other reason, but my experience has been nothing but top notch from email communication from Matt and Amanda to dealing with Abby at reception from Mulgrave.Everything sorted with my firelite (replacement of wheels) from emails, handing in bag for repair to picking up (all within a week).Just on 9 years now this firelite I have had nothing but satisfaction from the Samsonite people and their products.Thankyou.

They replaced 4 new wheels on my 15 years old Samsonite for free when picked up

I had the best customer support experience with Matt! He was thorough, attentive, and went the extra mile to help me out with my issues/concerns. Especially given that my concern was processed during the holiday period, Matt did everything within his means to resolve it in a very timely manner, and followed up/communicated this without any hassle at all.

What a terrible experience claiming under warranty. I eventually got my bag repaired but I did not expect to have to go through so much drama in getting it done. Not only have I lost faith in the quality of the products but I've lost faith in the warranty that all the salesmen are so eager to pitch when you are buying it. Once a good company and now its gone downhill on both product quality and after sales.