ComplaintsforTravelpro Products Inc.

• Initial Complaint

  11/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was gifted a new Travelpro bag several years ago. The handle quickly stopped retracting properly despite only normal use. I tried to submit a warranty claim recently and I was told that they would not help because they no longer have the parts, despite having been promised a "lifetime" warranty against manufacturer's defects. They offered me only a discount on a new bag.

  Business response

  11/11/2024

  Additional information has been provided through the claim. The customer's warranty information cannot be validated at this time, as no proof of purchase was provided. A final resolution of a 50% discount on any new bag has already been offered to the customer. 

  Customer response

  11/13/2024

   
  Complaint: 22538812
  
  I am rejecting this response because: The Travelpro website instructs customers to either retain proof of purchase OR register their product online. I registered my product online over a year ago. 
  
  Sincerely,
  
  ******* *******

  Business response

  11/13/2024

  Hello *******,
  
  
  Thank you for your feedback. Allow me to help provide further clarification on our warranty which does stated as part of our Trusted Companion Promise, incidental damages or product issues are covered with this coverage and it activates upon product registration if registered within 120 days of purchase or gift receipt. ******************************************************
  
  In addition to, our warranty claims page does provide the following verbiage:
  *If your collection name is not listed, this indicates that your collection style:
  -Is no longer covered under the Limited Warranty
  -Has no listed manufactures defects
  -Repair or replacement options are no longer available

  
  Your gifted bag which starts with SKU #:T5079 was a limited production bag sold at **** starting in ******************************************************************************************************************************* 2021.
  
  Our previous offer for a 50% discount off any one (1) available online product still stands valid on **************************. This offer does not include sets.
  
  
  Thank you,
  Travelpro Customer Service.

  Customer response

  11/14/2024

   
  Complaint: 22538812
  
  I am rejecting this response because: I am making a claim under the limited lifetime warranty, not the Companion Promise. The warranty webpage (***********************************************************) clearly states: "Please retain the original receipt or register your product (recommended) at ***************************************************************************** act as your Proof of Purchase" (emphasis added). I registered my product, as recommended, and according to your own terms this is valid as a proof of purchase. The same webpage later clearly specifies that the only consequence of later registration is that the consumer pays for shipment to a repair facility, if necessary. I was advertised a lifetime warranty and I would like Travelpro to honor that
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have tried multiple times to reach out about a defective suitcase we purchased. The suitcase does not have the ability to be locked. We emailed the pictures. They confirmed they received them and then put us in a queue with the threat that if we contacted them again, we would lose our place in line. We are in a line that could be an hour or 50 years, and we have no way of knowing because we can't contact them unless we want to lose our place in line. There is no time limit on them to answer our questions or replace our defective item. We have reached out several times previously and cannot get an answer. We have already provided them with pictures and order receipt.

  Business response

  11/11/2024

  The ticket for this customer has been located and escalated to management for immediate resolution. All communication and any potential resolution must be communicated via the ticket system. 

  Customer response

  11/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I appreciate Travel Pro responding to me, and their efforts to satisfactorily resolve the situation.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I originally purchased the Travelpro Crew Classic Lightweight Soft side Expandable Carry-on Luggage, 8 Wheel Spinner Suitcase, Men and Women, Carry On 21-Inch, Black from Amazon on May 9th, 2024.During my travel on September 30, 2024, the top handle of the luggage locked and would not go further up. It only travels up 1 position. I tried to contact ****** but the time for a return had passed, and I was told to contact travelpro directly for repair or warranty claim. I went onto the Travelpro website and filled out a warranty/claim file to either return or get the luggage fixed.After 1 week I had not heard anything and attempted to contact travelpro via phone. I was told that they do not conduct any business over the phone unless I have a claim number. I informed I filled out a claim but they had no record and told me to file another claim. On October 14th, I completed another claim. I had no response. I filed another claim on Friday October 18th.I have yet to hear back from Travelporo and they will not discuss anything on the phone.

  Business response

  11/06/2024

  We attempted to locate the original submission from this customer but we were unable to find one. We have created a new ticket for the customer, and will provide a prompt resolution when the customer replies with the requested information. All communication and resolutions must be provided via our ticketing system. 

  Customer response

  11/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  No response to warranty claim submission; shredded luggage wheel:-October 4, 2024 submitted warranty claim online - no response -October 17, 2024: Followed up on initial claim, informed that they have no record of it; opened a second claim together with customer service ************** receipt, photo, and all requested information. ticket number: ********* -October 29, 2024: no response/ update to date.Note: I have been continuously calling the online posted number for Canadian clients ***************) the number either disconnect while i am on hold or i am being told that I am reaching the American call center and they can do nothing to help me. I was advised that i need to keep calling back until a Canadian *** picks up the line. I have called 12+ times and am yet to speak to someone ***resenting ******. ** have twice asked to escalate to the supervisor and was denied escalation rights.

  Business response

  10/29/2024

  The customer's case has been escalated for immediate resolution. Any resolution and all communication must be provided within the ticketing system. 

  Customer response

  10/29/2024

  After your escalation i finally received the following email from TravelPro:

  Good Afternoon *****,
  Your case has been escalated, my name is ****** and I am the Customer Support Supervisor here at **********************.
  I have thoroughly reviewed your case and I apologize for the length of time this has taken to resolve. To provide a resolution we will be replacing the bag for you, we will provide you with the order information shortly.
  Thank you for your patience,

  As there is no commitment to model, date or really any details, along with their history of not following up, i would like to request that this complaint remains open until the commitment if fully fulfilled.

  I appreciate your support in dealing with this claim.

  Thank you.  *****

  Customer response

  11/04/2024

  I received the message below on Wednesday October 30 2024 @ 9:29am.  This message identified an SLA of ***** hours.  There has been no follow up nor any shipping information provided.  

  Hello *****,

  Thank you for allowing us to resolve your concerns. Please review your replacement order details below:
  ORDER DETAILS:
  ORDER# D524
  PO: 167857947-401229901-14
  ITEM: Maxlite Air Large Check-In Expandable Hardside Spinner - BLACK - 401229901
  BLACK
  SKU: 401229901
  
  CUSTOMER DETAILS:
  ***** *******
  *****************
  ************************ L8M 2M6
  Please allow ***** hours for the order to process.
  
  

  Customer response

  11/05/2024

  I have received the replacement luggage.  I appreciate the help and support, this case can be closed.

  Customer response

  11/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Platinum Elite Slim Business Brief in Vintage Grey on July 20 from a Travelpro branded outlet store to match some existing luggage in the same color. I switched over to the new bag for a business trip in September, and the front zipper (very visible) failed before I even boarded the plane.I called Travelpro, who offered to replace the bag with the same model, but in a different color (Mocha *****) that doesn't match my remaining items. The original SKU is no longer available, but there is a similar bag in the same color. I exchanged numerous emails and placed several calls to request they match the color over the style, but was declined.

  Business response

  10/29/2024

  The customer's case has been escalated to a supervisor for immediate resolution. All resolutions and communications can only be provided through the ticketing system. 

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am an airline employee and purchased this travelpro tote at our airline store. It comes with a 3 year warranty. It has been 1 year and 4 months and the bag is ripping.I requested warranty repair and was told that the bag needed to be replaced.I have provided everything they requested from me but they still will not do the replacement because my receipt is faded.I have given them:1. photo of label inside the bag 2. photo of my registration card 3. photo of my bank statement 4. photo of my receipt (it is faded but you can match the amount and date to the bank statement)Unfortunately with time receipts fade. They are trying to avoid replacing the product.

  Business response

  10/25/2024

  In accordance with our warranty policies the proof of purchase must be legible, however as an exception I have placed a replacement order for the customer. It will ship directly to the customer once the is processed. 

   

   

  Customer response

  10/25/2024

  Case has been resolved. Thank you 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau Representative,I am writing to formally file a complaint against Travelpro, a luggage manufacturer, due to issues with their warranty service and customer support that I believe are unfair and deceptive.Recently, I contacted Travelpros customer service regarding a zipper malfunction on my bag, which was covered under their warranty. Instead of a simple repair or guidance on how to proceed, I was instructed to further damage the bag by cutting through the zipper and removing components, with the promise of a replacement. After following these instructions and rendering the bag unusable, I was then informed that a replacement could not be provided without a $50 shipping and handling fee.Throughout this process, communication with Travelpro has been extremely frustrating. My repeated requests to speak with a supervisor have been denied, and my follow-up emails have gone unanswered. To make matters worse, after informing me of the $50 fee, Travelpro then notified me that my original bag model is no longer available. Instead, they have offered replacement bags that are smaller in size and of lesser quality than my original ************************* is troubling that I was instructed to destroy a bag under warranty, only to be asked to pay an additional fee for an inferior replacement. This practice does not reflect the terms of the original warranty and leaves me, as a consumer, without a suitable resolution.I am seeking your assistance in addressing this matter with Travelpro and ensuring that they provide a fair and satisfactory resolution. I am requesting either a proper repair of my original bag or a replacement of similar size and quality, without any additional costs.Thank you for your attention to this issue. I look forward to your assistance in helping resolve this matter fairly.Sincerely,**** *****

  Business response

  09/30/2024

  The customer has been replied to with a revised resolution offer. All resolutions and correspondence must be provided through our ticket system, we are unable to provide resolutions outside of the ticket system. 

  Customer response

  09/30/2024

   
  Complaint: 22358569
  
  I am rejecting this response because:

  This remains disappointing. Please see the attached pictures. Pictures 1, 2, and 3 are my current bag. The bag Travel pro is offering is in pictures 4 and 5. These two bags are not even in the same universe. I am so disappointed that they will not replace this bag with a like and kind bag. I refuse to accept this terrible offer. The bag they are offering does not have a hard side, is not reinforced with dual wheels and does not have a proper TSA approved locking device.
  

  iam asking them to please replace my bag with the almost identical version they are now selling. They already offered to replace it once and then told me they were out of stock. Now I see that wont do it because they raised the price. This is all about money for them and not about it being out of stock. This is a terrible experience, and I am beyond words.
  
  
  Sincerely,
  
  **** *****

  Business response

  10/01/2024

  Hello ****,
  
  
  There may be some confusion on your end, you may have looked up the incorrect item. Previous communications validate that the replacement bag will be a Hardside luggage. In your pending order, the product image and detail reflects that this replacement item is a Hardside bag. The images which were previously shared with you are not softside items, they are hardside. There are no softside products being offered as part of your replacement item. Please review the image attached below which validates the replacement item is Hardside.
  
  
  In reference to the dual wheels options w/ corner guards, our available options in a Large 29" Hardside still remains within our Platinum Elite Collection at 50% off online listed pricing.

  Customer response

  10/01/2024

   
  Complaint: 22358569
  
  I am rejecting this response because:

  Travelpro continues to sell my bag under a new name with a slightly different name. They are offering to replace my bag with a much lesser quality bag that is not anything near what I previously had. Attached are pictures 7 and 8 of what they sell on their website. Pictures 1 and 2 are my bag! Almost identical yet they offer to replace with something not metal reinforced at the corners no dual wheels for easy rolling, and no *** approved lock. This is the difference between a *** and a ****** ITs very upsetting to see this company fall to such low care for loyal customers. 
  
  Sincerely,
  
  **** *****

  Customer response

  10/01/2024

  How can you close this complaint when they havent answered the question? Are you guys serious?

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Airline damaged luggage. zipper pull was missing. They will not take responsibility since I notified them just after their 24 hour deadline. I tried to contact Travelpro and no one would respond. I completed the form online but was ignored. The ad states damage on airlines is covered by their warranty.

  Business response

  09/24/2024

  No record of communication or ticket has been located for this customer under the email address provided. A new ticket has been created, 165355105, and we will provide a resolution as quickly as possible. All further communication and potential resolution must be through our ticketing system to avoid any confusion and limit any delays. 

  Customer response

  10/01/2024

  I went to the link recommended and submitted my information September 24. I submitted all the information required and also attached it here. The Travelpro form had no place for me to reference this complaint nor add any information. They do not want any communication from their customers. I did not get an email with a confirmation nor have I heard back from them regarding my submission. This company provides no service.

  Customer response

  10/01/2024

   
  Complaint: 22331588
  
  I am rejecting this response because:

  I went to the link recommended and submitted my information September 24. I submitted all the information required and also attached it here. The Travelpro form had no place for me to reference this complaint nor add any information. They do not want any communication from their customers. I did not get an email with a confirmation nor have I heard back from them regarding my submission. This company provides no service.
  
  Sincerely,
  
  *** ********

  Business response

  10/01/2024

  The ticket that was created on 9/24 has not yet been replied to with the necessary information to address the customers concern. All communications and resolutions regarding warranty claims must be provided via the ticket system. 

  Customer response

  10/02/2024

  Your reply was just boiler plate like everything else. If you took the time to look, all the required attachments were submitted as they also were via the BBB. If something was incomplete wouldn't you notify the person instead of ignoring the issue. Don't you think it would be common professionality to send a confirmation email to let the customer know that the info was received? No - instead you continue to ignore the issue and hide behind a computer. Are there any humans working there or is this all done automatically by your system. I don't understand why you refuse to provide any service to your customers.

  Customer response

  10/02/2024

   
  Complaint: 22331588
  
  I am rejecting this response because:

  Your reply was just boiler plate like everything else. If you took the time to look, all the required attachments were submitted as they also were via the BBB. If something was incomplete wouldn't you notify the person instead of ignoring the issue. Don't you think it would be common professionality to send a confirmation email to let the customer know that the info was received? No - instead you continue to ignore the issue and hide behind a computer. Are there any humans working there or is this all done automatically by your system. I don't understand why you refuse to provide any service to your customers.
  
  Sincerely,
  
  *** ********

  Customer response

  10/02/2024

  Hello - I am not able to send a screen shot because I filed the claim on their website. See the attached. They merely sent a screenshot of their procedures which I followed.  They did not reply but only sent this screenshot of what I need to do. I followed their instructions. I am not able to go back in to what I entered. If you do need screenshot from me then all I can then do is to re-do everything and go through the same process and resubmit a warranty claim- this would then be the 3rd submission. I am find doing that if you would like. Thanks.

  Customer response

  10/08/2024

  Hello - I did reply to your message when I received it but don't know if you got it or if you need me to do anything.

  Business response

  10/15/2024

  Travelpro provided the customer a response on 09/24/2024 requesting for images of the damages and proof of purchase. At this time, required information has not yet been received to assist further with the warranty claim.

  Customer response

  10/15/2024

  I received an email from Travelpro - I have replied sending the required attachments which is the same submitted to the BBB. I keep receiving this same request and submit the documentation they ask for only to be asked for it again. Is this a joke? I replied to their email today with the requested documentation. I feel like I am being made a fool of.

  Customer response

  10/15/2024

   
  Complaint: 22331588
  
  I am rejecting this response because:

  I received an email from Travelpro - I have replied sending the required attachments which is the same submitted to the BBB. I keep receiving this same request and submit the documentation they ask for only to be asked for it again. Is this a joke? I replied to their email today with the requested documentation. I feel like I am being made a fool of.
  
  Sincerely,
  
  *** ********

  Business response

  10/17/2024

  Hello ***,
  
  
  We are sorry you are having issues with your bag. Your case has been escalated. My name is *****, Travelpro's **************** Manager. I appreciate the constructive feedback to find ways to help improve the overall warranty experience. I do apologize your original contents were not received properly previously, however we have finally received your images and proof of purchase to finalize your warranty claim. Great news! As part your active Trusted Companion, an order for a FREE new replacement bag has been created for processing. In addition to, I am waiving our shipping & handling fee that applies to the fulfillment of warranty orders. Replacement orders are processed and shipped within ***** business hours via *****. Once your order has shipped, please allow *************** of 5-7 business days to receive.

  Customer response

  10/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I needed a zipper pull but the company sent me an entirely new suitcase. While I am please they finally responded to me, this is really a waste of a suitcase - replacing instead of repairing when all I needed was a pull. It took a lot of effort to get Travelpro to reply to my request and so sad they refuse to have any customer contact and hide behind a computer. This entire matter could have been resolved in a 2 minute phone call.  Without the help of BBB Travelpro would never have replied to my inquiry. Thank you BBB.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  09/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased luggage from Travelpro, and I received an e-mail that my order shipped. I went to track it, and ****** the carrier, states that the shipment was cancelled by the sender.TravelPro **************** isn't the easiest. It has you go through an extensive menu before giving you info to call or chat. I spoke to someone via telephone, who alleges that on September 15, 2024 delivery failed. I find that extremely hard to believe given that, while I don't remember the exact date of my order, I paid for the basic and most economical shipping, and was expecting the package on Friday, 09-20-24. The money didn't even leave my bank account for this purchase until Monday, 09-16-2024, so I find it hard to believe that the item was essentially overnighted to me and I wasn't home to accept it.The **************** agent said no signature was required, so ***** would have just left it, and marked delivery complete. So it wasn't stolen. ***** also doesn't have it marked as delivery attempted. They have it marked as shipment cancelled by sender. I want what I paid for or my money back.

  Customer response

  09/18/2024

  The business does purport to be looking into this. However, their explanation that ***** attempted delivery just doesn't line up with ***** reporting that TravelPro cancelled the shipment. How did they process the order and overnight me the item? Further, my recollection is I was home a majority of 09-15-24 when the business alleges delivery failed. No one came to my door, which has a Ring doorbell camera.

  Customer response

  09/18/2024

  The business purports to be reshipping my item from *******. So far, only a label has been created. If I receive the product that I ordered in good condition, I'll let the BBB know.

  Business response

  09/18/2024

  We apologize that there was an error in shipment. The customer was advised today that their order was being re-shipped, and was provided the tracking information for the new shipment. 

   

  The ***** tracking information is also included here: 

  Tracking: 403599478660

  *****************************************************************************************

  Customer response

  09/18/2024

   
  Complaint: 22303157
  
  I am rejecting this response because:

  The business does purport to be looking into this. However, their explanation that ***** attempted delivery just doesn't line up with ***** reporting that TravelPro cancelled the shipment. How did they process the order and overnight me the item? Further, my recollection is I was home a majority of 09-15-24 when the business alleges delivery failed. No one came to my door, which has a Ring doorbell camera.
  

  The business purports to be reshipping my item from *******. So far, only a label has been created. If I receive the product that I ordered in good condition, I'll let the BBB know.
  

  
  Sincerely,
  
  ******* *******

  Business response

  09/18/2024

  We completely understand and want to assure Mr. ******* that we are shipping the order that he purchased. The original shipment was lost so there was never an attempted delivery, the original label was cancelled and a new shipment with a new label was created. We apologize for any miscommunication regarding the order and tracking status, the replacement order may take 24 hours to update tracking and provide a delivery estimate. 

   

  Thank you, 

  Customer response

  09/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  09/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying to update the email address on my online TravelPro account but it has been impossible. Theres no option to do so online. The customer service chat option is all automated and wont count you to a live person, utterly useless. I called the customer service number today 9/6 and the representative was rude and dismissive and basically said there was nothing he can do, that they do not handle that over the phone. Why is your website so poorly designed that theres no way to change an email address?

  Business response

  09/09/2024

  Per the customer's request, the email address has been updated and a password re-set link has been sent. 

  Customer response

  09/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩