Samsonite

This store is CLOSED during construction at the PRU !!!

I came here after speaking to a Samsonite rep on the phone. I brought my 2 brand new Samsonite luggage on honeymoon and came back with broken wheel, fuzz, and scratches, tears and a possible broken shoulder plastic pad area. Granted, I’m sure the airport people didn’t handle my luggages with TLC but for a one time use, I would expect Samsonite to be a bit more tough. The lady on the phone was super helpful, created case numbers for me and told me to bring my suitcases to the Samsonite store, fill in the form, enter in the case #s she gave me and they will send the luggages to be fixed. I brought the luggages in and the gentleman was super snobby, rude and talked to me like I’m wasting his air. He told me that he doesn’t care what case #s I have, it doesn’t work that way, in his opinion nothing is wrong with my luggage and it’s normal wear and tear and they won’t cover it. Nonetheless, I demanded he shipped my luggages and he reluctantly agreed and told me I will have to pay for any additional costs.
After a couple days I received a phone call from the Samsonite factory and the gentleman there was super nice. He told me the (excuse my french) «jackass» salesperson wrote to him on my form «I can’t find the issues with this. She said she will call you on this… I told her this wasn’t a warranty issue» The rude-​ass salesperson didn’t even tell me he was going to write that. How was I supposed to know to call the Samsonite warranty factory (I don’t even have their number) to explain my problem. He decided to be a smartass and wrote on a sticky form and stuck it on my sheet that I will call them to explain my issues even though he believes my luggages are fine. The sales person needs to keep his comments to himself and just do his job. After speaking to Samsonite warranty factory guy, he was able to help me touch up my luggage and the other one got replaced.
End of story– save your money and go elsewhere. This store sucks. The service I received from other Samsonite personnel was great though.

The door was closed at 8:57pm. Their schedule is until 9:00pm. The attendant did not want to open because he said the cashier was already closed. I guess they do not like working too much.

Whenever I go to a Samsonite, I have to fight off an army of Asians to get to the register. Luckily, even though this Samosnite store was crowded with said population, the manager was cool and collected. I brought in my luggage, which was under warranty and had lost a wheel, and he was very helpful with getting me the right forms to send the luggage out to a repair center. Within two weeks, they had shipped my fixed suitcase straight to my home address! Kudos to the manager for excellent service.