Samsonite Disney Travel Luggage Wheels Broken — Poor Service

In 2022, we purchased two large and two cabin-size Disney Travel Series suitcases from the Samsonite store at Akbatı Mall. About 10 days ago, while returning from an international trip at Istanbul Airport, we noticed that one of our large suitcases was difficult to roll. Upon inspection, we found that both rear wheels were worn out and broken.

We went to the Akbatı Samsonite store to request service and repair. At first, the store staff couldn’t locate our purchase record for a long time. Later, they told us that the product was out of warranty and the repair would be chargeable. We agreed. However, when we explained that my spouse would be traveling abroad again within 15 days, and asked when the suitcase could be ready, they said they would check whether the spare parts were available, but even if they were, the repair queue would take at least one month.

No such information about repair timelines was ever provided at the time of purchase. Additionally, the store manager’s indifferent and dismissive attitude, combined with a lack of effort to provide any solution or clear explanation about the warranty, left us very disappointed. We were told the repair would cost 400 TRY per wheel, but I did not proceed with payment.

I have been a Samsonite customer for over 30 years, and this is the first time I’ve experienced such a poor level of service and product quality.

I am requesting that my suitcase be repaired free of charge and as quickly as possible, and that store personnel adopt a more professional, helpful, and solution-oriented approach toward customers.