I recently bought a large Travelpro pilot choice soft side spinner bag. I purchased this bag August 21st 2015 to be exact. My husband and I were leaving for Europe August 23rd for a 2 week vacation. I thought since Travelpro claims to be a high quality brand this would be the perfect bag for my journey. One week into the trip the back wheel falls off my bag. This is with airport and hotel use only, nothing out of the ordinary. Now when you are in the middle of a European Vacation this is NOT the thing you want to happen. It was a major inconvenience not being able to use my luggage. I called Travelpro as quickly as possible, sent pictures of my broken bag and inquired about repair centers in Europe and there were none in my area. No service centers near me in Europe, that’s ok, I can understand that. So then I asked about shipping me a wheel. They then proceeded to say IF they could find a wheel it would be $15 for the wheel and $35 for shipping and that it wasn’t covered under the warranty. A bit outrageous if you ask me but I was desperate and even agreed to those prices [even though it very well should be covered under the warranty]. I was put on hold for 10-15 minutes and no wheel was found. Krystal H told me she would email me within 24 hours to let me know what happened. 48 hours later no response from Krystal H, so I email her. She responds letting me know that there are no wheels for my bag and absolutely no other options are given to me. So there I am luggage-less in the middle of a European vacation.
Once arriving back in the US after lugging a broken bag around Europe, I proceed to call travelpro again to see if there is anything they can do to stand behind their quality. This is a BRAND NEW bag. My husband’s 12 year old luggage made it through our trip just fine but a brand new $220 travelpro can’t? Hmm….
I called Jennifer at 5:24 pm 9/10/15. I proceed to tell her about my issue. It is evident that she is about to go home and could care less about providing any type of customer service. She tells me the closest repair center is in Dallas, 4 hours away from my home in San Antonio and they she can’t guarantee they would have the wheel or fix the bag. I ask if there is anything else I can do. She says I could send the bag in and they can assess it but again no promises and I would have to pay for shipping. The cost of shipping would be more than just buying a new [reliable] suitcase. She shows no empathy and clearly annoyed so I decide to ask for a supervisor. She proceeds to tell me supervisors don’t work until 5:30pm. I ask for a call back tomorrow, she then lets me know supervisors do not call anyone back. Strange, but ok. I then I ask when should I call tomorrow and who should I ask for and guess what, no information was given except “call the same number anytime.”
So here I am out $220, no luggage and no way to rectify the problem. The moral of this story is Travelpro does NOT stand behind the quality of their luggage, they do not properly train their customer service reps to handle issues and apparently have no supervisors to take calls. Do yourself a favor any buy from another brand.