ComplaintsforTravelpro Products Inc.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Travelpro customer service for assistance with repair or replacement of a broken luggage handle and provided them with all of the details requested on the warranty section of their website. These included original proof or purchase, photos of the broken handle, and item specific product numbers. After receiving no any reply I contacted customer service via phone and was told to resubmit a claim via the website. After again receiving no reply, I contacted them again via phone and was able to submit a warranty request. In various replies I have been informed that the luggage was covered under a lifetime warranty which had expired or that it was not listed as covered under the lifetime warranty even though their website clearly states that the warranty on all of the Crew series collections is advertised as a lifetime warranty. The warranty information for "Crew 11 and prior generations" on the website [Travelpro] will repair your bag/product (or replace it, if repair is not possible) at our expense.My attempts to request repair or replacement of the broken handle have all resulted in a response of "we are unable to assist further" for a luggage collection that has been and continues to be advertised as having a "limited lifetime warranty".

  Business response

  09/03/2024

  ******************** submitted a warranty claim on 08/30/2024 and has been issued supporting responses in regards to his out of warranted product.  The case has been escalated and I was able to provide a resolution response to the customer based on their item no longer covered under warranty. (screenshot provided.) 
  

  Customer response

  09/12/2024

   
  Complaint: 22221409
  
  I am rejecting this response because: Travelpro has made various statements that the luggage I purchased is no longer covered by the lifetime warranty due to it being out of production.  The warranty published on their website for all versions of this luggage series state that they will repair or replace defects at their expense with no exception noted for the warranty ending with the introduction of new series.  It further states that wear or damage is not covered for several reasons, none of which apply to the original reason I submitted a claim for repair of a broken handle due to the material failing (not wear or damage).

  The latest response from Travelpro is an offer to purchase a new version of the luggage at a discounted price.  The current version of this product line continues to be advertised as having a lifetime warranty, but based on their responses, I have no doubt that they dont intend to honor once it is also out of production.

  I do not wish to reward them with further business when there are other luggage vendors who both have and honor lifetime warranties.
  
  Sincerely,
  
  ***************************

  Business response

  09/13/2024

  Customers inquiry has been escalated and responded to on the original warranty claim. 
  
  After further review, the customers Crew7 collection bag was first introduced in ****************************** 2010, after our previous Crew8 was introduced. Since the end of production for the Crew7, Travelpro has evolved the Crew collection into 7 different collections. Replacement parts are stored only 1-2 years after a product has stopped production. During production, Travelpro offers a "Limited" Lifetime Warranty based on the events there is a manufacturer defect in the product or material which may cause proper functionality of the bag.
  
  The original warranty for the Crew7 was a "Limited Lifetime Warranty" which limits the warranty to manufacturer defects, at the time we do not list or are there any known defects for this collection line. Limited indicates to the lifetime of the collection while in production. In addition to, original purchase was accompanied by a secondary coverage call Trusted Companion that covers 3 years of airline damage. This, too, has since expired being the original purchase date 07/06/2010.
  
  Please note, that the image of the warranty disclaimer which was submitted, validates that the luggage product has gone through vigorous handling. Zipper pulls, handles and major components of a bag do wear after years of usage which may be caused by tugging and pulling which issue can only occur from normal wear and tear after 10+ years.
  
  At this time, Travelpro is extending an offer of 50% off any new product available on our website. New purchase(s) will include a new warranty coverage and a new Trusted Companion to cover years of airline damages which the length of such coverage depends on the collection line of your choosing.
  
  All future responses are required to be replied via original warranty for proper resolution and accordance to our warranty claim. 

  Customer response

  09/13/2024

   
  Complaint: 22221409
  
  I am rejecting this response because:  Travelpro has responded to my complaint again stating that their warranty is limited to the period of time in which the collection was in production and has expired.  This is not commonly understood to be the meaning of "lifetime", yet they continue to deceptively market and sell present collections of this luggage as having a lifetime warranty.

  Even with their offer of a discount, I do not wish to purchase replacement luggage from Travelpro and reward them with my continued business.  I will purchase a replacement from an alternate seller with a reputation for honoring their lifetime warranty.

  Thank you for attempting to resolve this issue with Travelpro, but it is clear that they don't wish to honor their warranty.  I hope that this complaint can be filed as indicative of the deceptive practices employed by Travelpro.

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

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The two main zipper pulls of my lightly-used $128.81 Travelpro suitcase broke under its "Lifetime" warranty. I submitted a claim on 8/23/2024 for repair, but Travelpro rep **** wrote product is "out-of-warranty" and that they do not have the required parts available for repair. I communicated proof that it was still under warranty, and I asked for a replacement suitcase, but was instead only offered a small discount for a new purchase. I asked for a supervisor to contact me by yesterday, but it didn't happen. I seek a replacement suitcase of similar size or a $128.81 refund of my purchase. I have attached copies of my original warranty statement, my original receipt, pictures as requested by Travelpro, and my claim-related emails with Travelpro. Thank you.

  Business response

  08/27/2024

  Customer's feedback on their open ticket has been reviewed further and the case has been escalated for resolution. All responses and resolutions are required to be communicated via customers open case. 

  Customer response

  08/28/2024

   
  Complaint: 22202133
  
  I am rejecting this response because:
  

  I don't think there was any mis-handling of the suitcase at all, and I think the 50% discount offer is inadequate, considering my purchase came with the expectation that Travelpro would fully honor their written "comprehensive warranty against defects in materials and workmanship".   Since they said they can't repair, I seek the very reasonable remedies of either a replacement suitcase of similar size or a $128.81 refund of my purchase.  I hope that **************** Supervisor ****** and/or ********************** will satisfy of this "loyal" and "long time" customer without further ado.

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

  Business response

  08/28/2024

  The customer has not replied to the offer provided through our ticket system. All communication and any potential resolutions must be provided through the help ticket. We cannot assist customers who do not communicate with us inside of the provided platform. 

  Customer response

  08/31/2024

   
  Complaint: 22202133
  
  I am rejecting this response because:

  I have just replied to the most recent offer through Travelpro's ticket system, see attached pdf for proof.  Here's what I wrote:

  Hello ******, I don't think there was any mis-handling of the suitcase at all, and I think the 50% discount offer is inadequate, considering my purchase came with the expectation that Travelpro would fully honor their written "comprehensive warranty against defects in materials and workmanship".   Since Travelpro says they can't repair, I seek the very reasonable remedies of either a replacement suitcase of similar size or a $128.81 refund of my purchase.  I hope that Travelpro will satisfy this "loyal" and "long time" customer without further ado.  Thanks, -*******

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

  
  

  Business response

  09/11/2024

  This complaint has been considered resolved by Travelpro.  The customer has been provided an updated on Thursday 09/05/2024 indicating Travelpro would supply replacement parts in efforts for the customer to repair their bag which is considered out of warranty.  Communication example has been attached for further review. Since the submission of this feedback, Travelpro has shipped the appropriate parts to the customer for repair. 

  Business response

  09/11/2024

  //Additional communication has been included in Travelpro's response as proof of further resolution offers extended to the customer. Date of communication sent to the customer is dated 08/27/2024. 

  Customer response

  09/23/2024

   
  Complaint: 22202133
  
  I am rejecting this response because:
  

  The two main zipper pulls of my lightly-used $128.81 Travelpro suitcase broke under its "Lifetime" warranty. I submitted a claim on 8/23/2024 for repair, but Travelpro rep **** wrote product is "out-of-warranty" and that they do not have the required parts available for repair. I communicated proof that it was still under warranty, and I seek a replacement suitcase of similar size or a $128.81 refund of my purchase. Thank you.

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

  Business response

  09/26/2024

  Resolution offer was provided to the customer on 09/05/2024 with a 50% off new purchase and replacement zipper parts were sent to the customer at no cost to the customer. The reported issues on the bag is from years of usage and not a manufacturer defect.  At this time, there are no known or listed manufacturer defects for the Crew 9 collection which ended production in 2014. Customer also requests for a refund which is can not be issued as the purchase is 10+ years and the purchase was not made directly with Travelpro. Customers purchase was made through ******. Any reimbursement requests must be requested through ****** directly. 

  All further feedback and resolutions can only be managed through our ticketing process. Customers existing claim # is: *********. 

  Customer response

  09/26/2024

   
  Complaint: 22202133
  
  I am rejecting this response because:
  

  The reported issues on the bag ARE from a defect.   Travelpro should do the right thing and honor its warranty.  Replacement with a similar product would be fine, as already stated.

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

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  7/25/24 requested return of 4 cases. 1 shipping label was created, not 2. Called Travelpro who sent 2 shipping labels. Shipped cases back in original boxes, Slate Green ******in with Carry-On packed inside of it in one, Ensign Blue ******In and Carry-On in one. Person who created mailing labels only listed 2 larger cases in return. I completed return request for 2 smaller cases. Did not use that mailing label. Used 2 mailing labels Travelpro emailed. Travelpro says to include original packing slip so refunds get credited correctly. Included packing slip in each box with relevant info.Travelpro emailed 7/26/24 2 Medium ******In Rollaboards refunded, $165.67 each. Obviously automated refund based on inaccurate return information employee used to create mailing labels (including only larger cases).7/29/24, Travelpro emailed received BOTH boxes, tracking numbers ************, ************. Contacted Customer Support 7/26/24 (Ticket #**********. ***** said they received only Slate Green cases, not the Ensign Blue cases. The weight shows 7.1 lbs on mailing labels as inaccurately created showing one large case in each box. The ACTUAL weight for each box shipped to me were 17 pounds each. Each box contained a larger case with a smaller case packed inside the larger case. The 7.1 pounds is the weight shown online for the larger case. The smaller case as shown online is 5.3 pounds. Clearly the weight shown on the return shipment labels were simply the weights used by Travelpro in creating the labels, not an actual weight as measured at ****** By my calculations I am still owed $128.00 for each of the two smaller cases for a total of $256.00. Further detail provided in attachments.

  Business response

  08/08/2024

  Customers claim with ********************** was resolved today 08/8/2024. Customer was refunded their entire order.
  
  Order #: #************
  Remaining Refund Amount: $256.00

  Customer response

  08/12/2024

   
  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

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Travel Pro suitcase new on Amazon. The handle broke on the first day of a 12 day trip (the suitcase was not overloaded). I followed the instructions to contact Travel Pro to have it repaired. The recording on the phone number published for warranty claims reported that it was not accepting phone calls. So I am stuck with a $450 suitcase with a broken handle and no redress. Although I will not call it criminal at this point, it is highly unethical for this company to advertise and not honor warranty calls (or even accept them). It certainly puts its profits over its customers.

  Business response

  08/05/2024

  Based on the information provided by the customer, no valid warranty repair ticket was created. A ticket has been created and sent to the customer for further information and fact finding. All communication and resolutions are handled via the help ticket. 

  Customer response

  08/16/2024

  Thank you BBB - you have already helped. Quickly after we registered our complaint with BBB, TravelPro got in touch with us. The explanation they gave - there was no warranty ticket - was not responsive to the issue (TravelPro had made it impossible to seek a return or exchange). But, their team did get in touch and has responded that it will honor the warranty. I am still awaiting their solution (whether it is repair, exchange, or return). Once I complete that process, I am glad to respond to BBB to say whether what TravelPro does resolves my concern. I am very grateful to the BBB - without you, we would not have gotten attention on this.

  Customer response

  08/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is as much satisfaction as I expect to get from this company.

   

  I am grateful to the BBB for its efforts.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i have 2 travelpro spinner suitcases and neither one will wheel straight at all. they are horrible. i contacted travelpro as they are warrantied via phone 3 times and email and all i got was the runaround. i was told i would be contacted via email with a solution and i was not. i just want to be able to use my carry on and 25 inch suitcase to make it back home from my vacation. there is no repair facility in **************** which is where i am. and there is no way i can travel with these. i can not understand why they will not move on all four wheels but i can not travel like this let alone be ignored

  Business response

  07/26/2024

  Based on the contact information provided by the customer, the original ticket has been located. The ticket has been escalated to a supervisor for resolution, please allow ***** business hours for a reply. 

  Customer response

  07/29/2024

   
  Complaint: 22048257
  
  I am rejecting this response because:

  THEY HAVE NOT PROVIDED ME WITH ANY SOLUTION.  i am flying home wednesday july ******************************************************************************************************************************* the lies and runaround.  every email i got was a totally different answer with totally different useless info and no one called me back.  the 22 inch suitcase has c*** wheels - one doesnt even spin and the entire lift up handle is so wobbly and there is no screws loose or anything as i totally followed their online videos and checked everything.  i bought wheels on amazon for 30$ and they are better then the ones i had but the suitcase tips over no matter what - empty or full.  as for the tjmax "special" not disclosed to me as being any different of a warranty when purchased the 25 inch travel pro toplite elite collection again those wheels were shredding and that thing wont wheel remotely straight.  i bought a set on amazon for 30$ and it seems better but i do not have the ability to actually tell for sure till i pack - however  THAT BEING SAID I CAN NOT AFFORD TO PAY 60$ TOTAL FOR WHEELS (AND THAT DOESNT SOLVE THE PROBLEM FOR THE CARRY ON) I have been to several stores and tried out many brands and none are like these - i am not sure why they are being so cheap and refusing to at least replace the 22 inch suitcase with the thrashed non moving wheel and the horrible wiggly handle that only goes down when it feels like it.  that was NOT TJMAX SPECIAL.  but they know this as they have photos and they declined video last week. 

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

  Customer response

  07/29/2024

  they keep saying the same thing and it was never mentioned any time i have called daily that they couldnt locate the 3 ticket numbers - i have all of them - why didnt they ask for them if they cant keep track of them - or why when i called did they say ***** hours and its been 5 days and still nothing. i am attaching the emails - they were made aware from the very first contact of my location which is ************************************  they responded with this Below is the information for your nearest repair facility:
  Authorized ************* (ARC) info:
  
  
  ******* Luggage
  ******************
  *******************, **
  UnitedStates
  ************
  how is that near ***********************************?  of course i immediately replied to that email AND cALLED BUT OF COURSE I WAS TOLD OH WE WILL GET BACK TO YOU

   

  STILL WAITING - DID GET AN EMAIL FROM SOME SUPERVISOR THE OTHER DAY WITH UNHELPFUL INFO AND NEVER HEARD BACK TO MY REPLY.  

  Customer response

  07/29/2024

  REMAINING EMAIL PHOTOS

  Customer response

  07/29/2024

  REMAINING EMAIL PHOTOS

  Customer response

  07/29/2024

  REMAINING EMAIL PHOTOS

  Business response

  07/29/2024

  Customer responded to supervisor email after business hours on Saturday 7/27. Our operating hours are Monday - Friday from 8am - 4:30pm EST, and our response window is currently ***** business hours. All communication and resolutions are handled via the help ticket. 

  Customer response

  07/30/2024

   
  Complaint: 22048257
  
  I am rejecting this response because:

  they are lying - i have attached 3 emails sent in response to them from wed july 24, 2024 if you would like i am happy to send the remaining emails i sent on july 25 and 26.  i also have screen shots proving i was on the phone with customer service on july 24 and 25 for an extended period of time  furthermore they replied to both claims offering no help providing me with conflicting excuses and reasons and when i reached out to work something out or even receive correct information they ignored me.  then yesterday i got an email offering me 50% off of a carry on suitcase which would still mean i would be paying 80$ for a suitcase that should be warrantied as the handle is broken and one wheel wont move and i would still be without a regular medium size case for the other broken suitcase i have.  that is ridiculous and they clearly do not uphold their warranties and based on the quality of these 2 items i have i would not purchase another  travelpro.
  
  Sincerely,
  
  *********************

  Business response

  07/31/2024

  Case has been escalated and thoroughly reviewed. Travelpro has been more than fair with the previous options offered. Please note, our warranty processes has not been met which requires a proof of purchase or a valid product registration which is required within 120 days of original purchase or gift receipt. At this time, we are not able to accommodate any requests which has been suggested by the customer, however, to ensure there is a final resolve, I am able to provide one final offer.
  
  I am willing to approve a replacement bag in black at no cost to the customer however there is a one-time non-refundable shipping and handling cost of $50 for each bag being replaced. It is also important to understand that this replacement offer does not come with new warranty nor extends the warranty period with the original purchase. Any additional feedback or denial of this offer will not promote another offer or different response.

  Customer response

  08/01/2024

   
  Complaint: 22048257
  
  I am rejecting this response because:  could you please send the descriptions and photos Of what I would receive for the $50 shipping fee for each suitcase the medium size which I believe was 25 inches as well as the carry-on I believe is 22 inches. Both are four wheel spinners.  I cant accept this response without knowing what the replacement items will be and the exact process should I accept this response. That being said, I am wondering if I possibly missed an offer because you reply said that You believe that the offers you have made me regarding this issue were more than fair however I never received a single offer with the exception of to take the luggage to a authorized dealer to look at it. That was 3000 miles away which I dont really consider feasible option hence I dont consider that an offer.   I received an offer last night offering me 50% off a replacement for the 21 inch suitcase however, I already stated after tax its not fair offer in my opinion however I have never received an offer for the medium size suitcase unless I received it and did not See the email or something so if there is an offer aside from this one that I did not know about, I would have no way to be able to make a decision. I did inform the person who emailed me directly last night regarding the receipt that I would look for it upon my return to **********, which was today I literally just got home from the airport and I have to look for the receipt  For the medium size suitcase as Ive already informed you both were gifts however I was with my father when he purchased and paid for the medium for the carry-on that was a straight out gift. I have no idea when he got it where he got it how much he paid for it nothing , obviously I have no way of locating any paperwork for it however, I also asked your rep that offered me the 50% discount on the black 21 inch suitcase. What could be done? Should I find the receipt for the medium size suitcase and I never heard back from him , so before I was a bunch of my time, *** already lost a lot of time. I would like to know if it was going to make any difference if I locate the receipt or not.  I might be able to locate the charge on the credit card for it, but Im not seeing the original paperwork right now in the folder Im Looking through, however, it could be in several other places, which is why I need to know if I should bother looking for it further or if I should bother asking him to locate the credit card charge for the luggage the medium thank you very much. I appreciate your help.
  
  Sincerely,
  
  *********************

  Business response

  08/01/2024

  The customer has not replied to the offer provided through our ticket system. All communication and any potential resolutions must be provided through the help ticket. We cannot assist customers who do not communicate with us inside of the provided platform. 

  Customer response

  08/01/2024

   
  Complaint: 22048257
  
  I am rejecting this response because:
  I have not received any offers through a ticket system.  Except as stated in my last message which was not the offer to pay for shipping of the 2 new ones. I asked for clarification and details about this and never heard anything   Please advise as your response does not tell me how to locate this ticket system
  Sincerely,
  
  *********************

  Business response

  08/01/2024

  The customer was provided a final offer yesterday at 3:31pm by the **************** Manager. The ticket number is 158459802, and the message was sent to the email address: *****************. Please respond directly to that message so that we can provide a resolution to your claim, the resolution provided is in regards to both bags. 

  Customer response

  08/02/2024

   
  Complaint: 22048257
  
  I am rejecting this response because:
  i never received anything from you via email = i triple checked and i just called and you are closed.  i would like to know which model suitcases i will be getting for the carry on 4 wheel spinner replacement and the medium 4 wheel spinner replacement (both were open tickets) as well as payment details (how and when payment is made) and shipping details - what shipping service you will use and how long it will take to receive them = i was not given any information except what you provided in this screenshot. it says there is a shipping and handling fee for each bag being replaced and there are 2 bags (the medium size and the carry on) here is my information.  it would be very helpful and make this process much faster if there was a number i could call to ask these questions.  also - will these be brand new / never used including floor model suitcases ?  if i didnt have to pay 50$ per item for shipping i would not be asking any questions - i would be totally grateful for whatever comparable suitcase i receive however 50$ per item is a large amount of money for me so i want to make sure i know exactly what i am getting upfront - you already made it extremely clear regarding warranty terms and shipping cost but no other info was provided to me.  thank you so much for providing me the info requested so i can get this going as i really need the suitcases

  lori 

  singer

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

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

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

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

  Business response

  08/05/2024

  I have attached a screenshot and email copy of our communication with the customer both via our CRM tool and outlook as well showing the company has exercised all efforts to resolve the customers matters.

  Customer response

  08/05/2024

   
  Complaint: 22048257
  
  I am rejecting this response because:
  There is no information for what I am supposed to do. I said 3 times I would like to proceed with the offer and never heard back about what to do and no number to contact anyone.  Please advise.   I have no idea what to do 
  Sincerely,
  
  *********************

  Customer response

  08/05/2024

  i keep asking the business how to proceed with this offer they claim they sent which i only received via your site but they refuse to reply as to how to proceed and now they are attaching files i can not even open or view.  i dont know what to do

  Customer response

  08/05/2024

  i have told the business that i have not received this email they claim was sent so i can not respond directly to it as i do not have it so what am i supposed to do 

  Customer response

  08/06/2024

   

  I finally received a reply yesterday answering my questions and explaining to me the process for getting the new suitcases I dont understand what this business means by some CRM system and why they refuse to believe that I did not receive an email from this ***** person on July 31 as you can see from the attachments I promptly replied to ********************** the information requested I also called first thing this morning and was unable to get a hold of any Management or ****** or ***** or anybody that works at this company that knew anything about the situation in fact, I was not even able to leave a message for anybody as I explained. I am on the West Coast and they are on the East Coast and I have Covid. Therefore I will most likely be sleeping all day and by the time I get up, they are closed for the day. I was hoping to avoid this by making sure I called first thing but they refused to let you speak to management, I request that this case be reopened until the transaction is complete 

  Customer response

  08/06/2024

   

  I finally received a reply yesterday answering my questions and explaining to me the process for getting the new suitcases I dont understand what this business means by some CRM system and why they refuse to believe that I did not receive an email from this ***** person on July 31 as you can see from the attachments I promptly replied to ********************** the information requested I also called first thing this morning and was unable to get a hold of any Management or ****** or ***** or anybody that works at this company that knew anything about the situation in fact, I was not even able to leave a message for anybody as I explained. I am on the West Coast and they are on the East Coast and I have Covid. Therefore I will most likely be sleeping all day and by the time I get up, they are closed for the day. I was hoping to avoid this by making sure I called first thing but they refused to let you speak to management, I request that this case be reopened until the transaction is complete 

  Customer response

  08/06/2024

   

  I finally received a reply yesterday answering my questions and explaining to me the process for getting the new suitcases I dont understand what this business means by some CRM system and why they refuse to believe that I did not receive an email from this ***** person on July 31 as you can see from the attachments I promptly replied to ********************** the information requested I also called first thing this morning and was unable to get a hold of any Management or ****** or ***** or anybody that works at this company that knew anything about the situation in fact, I was not even able to leave a message for anybody as I explained. I am on the West Coast and they are on the East Coast and I have Covid. Therefore I will most likely be sleeping all day and by the time I get up, they are closed for the day. I was hoping to avoid this by making sure I called first thing but they refused to let you speak to management, I request that this case be reopened until the transaction is complete 

  Customer response

  08/06/2024

   

  I finally received a reply yesterday answering my questions and explaining to me the process for getting the new suitcases I dont understand what this business means by some CRM system and why they refuse to believe that I did not receive an email from this ***** person on July 31 as you can see from the attachments I promptly replied to ********************** the information requested I also called first thing this morning and was unable to get a hold of any Management or ****** or ***** or anybody that works at this company that knew anything about the situation in fact, I was not even able to leave a message for anybody as I explained. I am on the West Coast and they are on the East Coast and I have Covid. Therefore I will most likely be sleeping all day and by the time I get up, they are closed for the day. I was hoping to avoid this by making sure I called first thing but they refused to let you speak to management, I request that this case be reopened until the transaction is complete 

  Customer response

  08/06/2024

   

  I finally received a reply yesterday answering my questions and explaining to me the process for getting the new suitcases I dont understand what this business means by some CRM system and why they refuse to believe that I did not receive an email from this ***** person on July 31 as you can see from the attachments I promptly replied to ********************** the information requested I also called first thing this morning and was unable to get a hold of any Management or ****** or ***** or anybody that works at this company that knew anything about the situation in fact, I was not even able to leave a message for anybody as I explained. I am on the West Coast and they are on the East Coast and I have Covid. Therefore I will most likely be sleeping all day and by the time I get up, they are closed for the day. I was hoping to avoid this by making sure I called first thing but they refused to let you speak to management, I request that this case be reopened until the transaction is complete 

  Customer response

  08/06/2024

   

  I finally received a reply yesterday answering my questions and explaining to me the process for getting the new suitcases I dont understand what this business means by some CRM system and why they refuse to believe that I did not receive an email from this ***** person on July 31 as you can see from the attachments I promptly replied to ********************** the information requested I also called first thing this morning and was unable to get a hold of any Management or ****** or ***** or anybody that works at this company that knew anything about the situation in fact, I was not even able to leave a message for anybody as I explained. I am on the West Coast and they are on the East Coast and I have Covid. Therefore I will most likely be sleeping all day and by the time I get up, they are closed for the day. I was hoping to avoid this by making sure I called first thing but they refused to let you speak to management, I request that this case be reopened until the transaction is complete 

  Customer response

  08/06/2024

   

  I finally received a reply yesterday answering my questions and explaining to me the process for getting the new suitcases I dont understand what this business means by some CRM system and why they refuse to believe that I did not receive an email from this ***** person on July 31 as you can see from the attachments I promptly replied to ********************** the information requested I also called first thing this morning and was unable to get a hold of any Management or ****** or ***** or anybody that works at this company that knew anything about the situation in fact, I was not even able to leave a message for anybody as I explained. I am on the West Coast and they are on the East Coast and I have Covid. Therefore I will most likely be sleeping all day and by the time I get up, they are closed for the day. I was hoping to avoid this by making sure I called first thing but they refused to let you speak to management, I request that this case be reopened until the transaction is complete 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2018, I purchased two pieces of TravelPro Platinum Elite luggage, a large bag and a smaller carry-on. I registered both products with TravelPro.In September of 2023, I contacted TravelPro due to a broken zipper pull, sending in all of the information requested and TravelPro sent me a new zipper pull, which, once installed, fell off again.I contacted TravelPro again requesting a repair, again sent them photos of the bag/zipper, and this time they stated they needed a purchase receipt even thought the bags were registered.They are now refusing to honor their warranty.I would request that they either repair the bag zipper, replacing it with a new entire zipper, or send me a comparable new bag with the same lifetime warranty.Thank you for your assistance.Kind regards, *********************************

  Business response

  07/26/2024

  We have located the customers ticket, and it has been escalated for resolution. All communication and potential resolution will be provided to the customer via the ticket. 

  Customer response

  07/29/2024

  Hello- 

  The response from TravelPro would be OK if they gave me an answer as to either fixing the bag or replacing it.  They are only saying that they are escalating the case, not resolving it.

  Once the luggage is either fixed or replaced, I will respond to BBB saying the result is to my satisfaction.

  Kind regards,

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

  Customer response

  07/29/2024

   
  Complaint: 22045649
  
  

  Hello- 

  The response from TravelPro would be OK if they gave me an answer as to either fixing the bag or replacing it.  They are only saying that they are escalating the case, not resolving it.

  Once the luggage is either fixed or replaced, I will respond to BBB saying the result is to my satisfaction.

  Kind regards,

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

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

  Business response

  07/29/2024

  The customer has received a reply, however they have been unable to produce proof of purchase or any valid registrations showing that the bags were registered. Until this information is provided we cannot move forward with the claim, any resolution will be provided through the ticket. 

  Customer response

  07/30/2024

   
  Complaint: 22045649
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered a 2-piece set thats been out of stock for months for our honeymoon. The minute it was in stock, we ordered it. It was supposed to arrive July 19, but did not arrive until July 24 and was the wrong luggage. We are leaving to go on our honeymoon July 31.I spent an hour on the phone with customer service where the only options I was given were to receive new luggage after we leave to go out of the country, wait ***** hours for escalation, or pay hundreds of dollars to get a different set of luggage as the one we ordered was now out of stock. The most inappropriate option by far, was to order the same set of luggage a la cart and have to pay an upcharge for a set I already purchased AND additional fees for expedited shipping.TravelPro took very little responsibility for their errors and its really deplorable that the only resolutions I received were to inconvenience me time wise or financially in a very time sensitive situation where they are not doing the right thing. I shouldnt be responsible for someone elses error and I hoped for better customer service to fix a problem that they caused.My order number is: ************

  Business response

  07/24/2024

  We have communicated to the customer that the request for expedited shipping on the replacement order was approved. We will continue to communicate with the customer via the help ticket, and advise that any and all resolutions must be communicated through the ticket system. 

  Customer response

  07/24/2024

   
  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

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I just made a purchase from Travelpro today and upon placing the order on their website and entering my information I was alarmed that my credit card information was already stored in their database. I contacted their customer service to ask if this information could be changed or deleted in my profile and was told it couldn't. I don't think any business should be allowed to store this kind of information without the option to change or delete it.

  Business response

  07/24/2024

  Shop Pay / Shopify saves the last information entered for easy customer checkout experiences. This is not controlled by Travelpro nor do we store the information as a cache for data collection. Travelpro does not own, nor is company affiliated with Shop Pay. Shop Pay is an optional customer payment service option, similar to PayPal, that requires all customer data information to be entered by the customer directly. ********************** can only obtain data information used during a payment transaction by the customer.
  
  Any future or recurring payment transactions is controlled by the customer. The customer is responsible in ensuring all transactions are submitted with the proper billing and shipping information. Travelpro is not responsible for any inconsistency or inaccurate information that is entered into Shop Pay.

  Customer response

  07/24/2024

   
  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

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 Travelpro Platinum Elite Softside Expandable Checked Luggage 8 Wheel Spinner Suitcase TSA Lock Shadow black checked medium 25-inch and 2 Travelpro Platinum Elite Softside Expandable Carry on Luggage 8 Wheel Spinner suitcase USB port laptop and tablet sleeves shadow black carry on 20 inch last November 27, 2023 from AMAZON. I just used it June 2024, 1 checked suitcase is dented and 1 carry on handle doesnt go up all the way so I contacted Travelpro customer service (Geneva and *******) for the warranty and according to them that they apologize but they do not currently ship to ****** and they want me to purchase a shipping label from ****** send the item to them and they will send me a replacement bag. I replied back that the luggage is so heavy and it cost me money for the shipping, until now no reply from them. Its not my fault purchasing a defective luggages from them, they stand with their products. How come when I purchased it they able to ship Hawaiia now that is broken they could not. Im hoping that you could help me with my problem, Id really appreciate it.

  Business response

  07/17/2024

  The customers original ticket has been located and escalated to management for resolution. All communication and resolution will be provided via the original ticket directly to the customer. 

  Business response

  07/29/2024

  All resolutions are currently being provide via the customers open/active claim with **********************.  Case has been escalated for proper resolve. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought luggage with a limited lifetime warranty. We bought two bags and one of them is falling apart with metal wire sticking out from the sides. We contacted the company. We were originally told they would provide us with a shipping charge cover to have the item repaired at a store. When I called, they said that they were not going to do a repair that they would most likely just send us a new bag. This should be denoted in the account. When I call back to check on it, they reported that they said the item is out of warranty and they weren't going to do anything. They offered 10% off on a new bag which is the standard when you go to their website. I have emails to support the claim of them offering to pay for shipping for repair. I bought the bag because of the warranty and now they say they don't make the bag- so they don't have to honor the warranty..

  Business response

  07/17/2024

  The customers original ticket has been located and it has been escalated to a supervisor for immediate resolution. We will communicate back to the customer via the ticket as soon as a resolution is reached. Please allow 24 hours for a reply. 

  Customer response

  07/18/2024

  I have not heard anything from the company and it has been longer than 24 hours. They did not reach out as they stated they would and the above reply. Thank you for your help. 

  Customer response

  07/19/2024

   
  Complaint: 21975414
  
  I am rejecting this response because:

  I have not heard anything from the company and it has been longer than 24 hours. They did not reach out as they stated they would and the above reply. Thank you for your help.
  
  
  Sincerely,
  
  *******************

  Business response

  07/23/2024

  This customer has been provided a satisfactory resolution and a replacement bag has been shipped to them. 

  Customer response

  07/24/2024

   
  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. ↩