Samsonite Company Store - Stratford, Ontario

carole L.

J ai commandé en ligne une valise, bien reçu le colis mais il manquait le cadenas TSA qui devait être inclus. J'appelle le service à la clientèle. En passant il n y a aucun accès (genre faite le 1) pour la fonction en francais. La personne que je rejoins parle néanmoins français et me dit devoir vérifier avec un supérieur si je dois retourner le tout ou si on m'envoie simplement un cadenas. Elle devait me répondre rapidement par courriel. 4 jours plus tard pas de nouvelles donc je rappelle' impossible de parler a la même personne et cette fois impossible de parler français. Je laisse mon no de cellulaire ...on m assure me rappeller dans la journée... Ca fait maintenant 2 semaines.... Service après vente.. Inexistant. Ce n est pas pour le cadenas mais pour le fait d avoir été ignoré ...

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Mike O.

Had to get a clasp replaced on a piece I bought in 2018. The staff especially Karen was very helpful . Got it back as good as new. Very good service. Highly recommend.

K B.

You’ll wait forever for your refund!
I ordered one of the new samsonite duffle bags and it fell apart the very first trip I took.
I sent it back on Feb 26th and I’m still waiting for my refund!! Why would it take more than 5 weeks to get my money back. I’ve reached out several times and received a response once.
At a time when supporting a Canadian company is top of mind, Samsonite needs to focus on their customer service and quality of products.
No wonder everyone continues to order from Amazon!

Zahra A.

It has the worst website and worst customer service ever
I am not talking about this branch it is self
I have encountered very bad situation with them
I have ordered for the first time a set of luggage , I have been waiting for them for 3-4 weeks when I called them , they said the color has been available however it shows available on the website
Keep in your mid the waiting time till they answer you around 20 min
The second situation where I have ordered another set also shown it is available in the branch I drove 50 min from london to stratford when I have asked about the set they said the set is going to be available after 1-2 weeks ?!!?! However on the website it shown ( in the stoke )
I was loyal to this brand . Now of course not
They do not respect the customer

greg R.

I reached out about a broken/jammed wheel on a 3 year old suitcase. After “several” attempts I was told to start over (create new ticket after I sent photos, labels, requested info, etc)and then informed the wheel was no longer available.

Mario

I bought a very expensive Samsonite carry-on, and one of the wheels broke, called samsonite, and they were little help to get a replacement wheel.
Won't be buying any more expensive suitcases especially when they don't have good after service.

Martha W.

Once a year, Samsonite Outlet store in Stratford hosts a warehouse sale. After window shopping several months ago, I kept my eye on several expensive leather items including a business handbag, cosmetic bag and wallet. I couldn't afford over $500 to spend on these items so I kept my fingers crossed that I could buy them later. I was thoroughly impressed by the organization, number of Samsonite staff working, big sale signs, radio advertisements, and finally the merchandise on sale for up to 84% off. My 3 items would have cost $500 if I bought them outside the sale, inside they cost just over $100. I am delighted to have these long sought items at a price I can afford! I will go year after year!! I highly recommend this store.

Nicole W.

Ordered online 2 weeks ahead of my trip when the suitcase was supposed to arrive within 5 business days. Kept emailing, DM'ing, and then calling, no one responded -- only to have my order cancelled. Now I don't have enough time to order from another place.