Samsonite Refuses to Repair Roader Belt Bag

Approximately three years ago, I purchased a Samsonite Roader belt bag from the brand's online store. I recently began experiencing a problem with the zipper. I first noticed the issue on September 5, 2026, and on Friday, September 11, I visited the Samsonite store at Izmir Optimum Mall to request a repair.

At the store, they took photos of the bag and sent them to the technical team for evaluation. I was told that I would receive a response on Monday, September 14, and that depending on the outcome, I could leave the bag at the store for repair.

However, I did not receive any response from the store on the date I was given. When I tried calling, I was unable to reach the branch. When I called again on Friday, September 18, I was told that the assessment had been negative and that the bag could not be repaired.

I then contacted Samsonite customer service. I was told that in some cases repairs are not possible or replacement parts cannot be found, and that they therefore could not assist me. I was once again advised to contact a Samsonite store.

The fact that Samsonite cannot repair this product even for a fee, despite it being outside the warranty period, and cannot even replace the zipper has completely undermined my confidence in the brand. We also purchased a suitcase under the same conditions with a stated 10-year warranty, but after this experience, I have begun to question how Samsonite would actually honor that warranty if a problem occurred.

I request that Samsonite stand behind its product, repair the zipper issue with my belt bag, and take appropriate action to resolve the inconvenience I have experienced throughout this process. Otherwise, I would like to make it clear that I will file a complaint with the Consumer Arbitration Committee.