Samsonite B Lite Icon Suitcase Broke After 4 Uses And Refund Promise Denied

On January 24, 2025, I purchased a large suitcase, the B Lite Icon Spinner 83/31 EXP Eco Black, from the Samsonite store in the Parndorf outlet near Vienna for €180. Despite being an internationally warranted product and used only four times, the suitcase broke at the end of June 2025 during the summer period. Because of this, on July 9, 2025, I went to the Samsonite store and requested that the suitcase be repaired again. The store staff informed me that further repair was not possible and suggested that I could purchase a new suitcase, yet although my product was a large suitcase, they were not even able to offer me a cabin-size suitcase at the same price. Therefore, I clearly requested either a replacement with a suitable product or a refund, and the store directed me to customer service for a final decision. When I contacted customer service, I explained that the product was under international distribution and warranty and that I either wanted the suitcase replaced or the fee refunded. During this conversation, the customer representative, whose name I remember as C***, stated that a refund had been approved and that this phone call was being recorded. Relying on this clear statement and on Samsonite’s brand quality, I went ahead and purchased another Samsonite suitcase abroad, as I was traveling to a destination in Turkey. However, when I later returned to the store to receive the approved refund, I was told that they could not process it. I called customer service again, and they confirmed that in the previous recorded call a payment promise had indeed been made, but despite this acknowledgment, they now refuse to honor that commitment. My case has been tracked under the number 567343. I acted in complete trust in both Samsonite’s international warranty and the clear refund information given to me by customer service, and I purchased another Samsonite suitcase on that basis. Now I am faced with a situation where a confirmed promise is not being kept and a product with an international warranty has become unusable after only four uses. I kindly request that the previously confirmed refund be honored without further delay and that the loss I have incurred due to this incorrect guidance be remedied.