SWISSGEAR Reviews

I got a laptop backpack for my son to use at school and after a couple years the shoulder straps started ripping and the stitches came undone. Since the company advertises a 5 year warranty and markets these bags as tough and long lasting, I filed a claim. But not only was it tedious and complicated, the result was insulting. I had to submit an online claim with damage photos and pictures of different parts. Then they wanted me to mail them the damaged sections with tracking, which cost me money and time. It seems like the whole process is meant to discourage people from filing claims. After jumping through all the hoops, I got approved for 15 percent off a new one but only on their retail site. When I checked prices there, they were way too high with additional shipping costs. Even with the discount, it was more expensive than buying the same model through other retailers or warehouse stores. It was a waste. When I complained to them about this.

Three years back an airline had to replace a piece of my luggage. Since it was a replacement, there was no invoice. When the handle on the replacement broke, I tried filing a warranty claim but they denied it because I didn't have the original receipt. Just a form letter rejection and the claim was closed. Not sure it's worth buying their stuff when they won't deal with quality problems without paperwork and no actual person looks at it.

The customer service at this company has been terrible. I made a warranty claim for a defective suitcase, submitted photos online, cut off all the tags and mailed them to Florida, and finally got approval. Then months later a replacement came but it was the wrong model. After over 10 phone calls and promises of return labels that never came, I still don't have a solution. Whenever I ask to speak to a supervisor, they tell me that's not possible. I need help with this.

Bought one at the store in March of 2023. After about 6 months of normal use, two of the four metal grommets fell off and the stitching on the handles started coming apart. The look is decent but the actual construction is terrible. The warranty claim is a hassle with lots of photo requirements including the inside tags which are hard to photograph anyway. It's obviously set up to wear people down until they give up. From April to July it took nearly three months to hear back, and then they just sent a 15 percent discount code to buy another cheap item after I filled out more forms, removed tags and mailed the whole package. Don't buy from them.

I ordered a backpack that never made it to me because the address was missing an apartment number. UPS notified me but didn't deliver it and sent it back to the warehouse. I've tried reaching out to the company many times but most of my messages have been ignored. Their site says it was delivered even though I got nothing. I'm having trouble getting a refund. The only responses I've gotten from their support person have been vague like 'we'll send it out soon' or 'a refund is processing, give us a few days.' I can't suggest this company based on my experience.

Getting anything resolved with them is impossible. I've been trying for more than a month to fix a broken lock on my suitcase. I hate to say it but you should stay clear of this brand. I really thought I was buying quality.

First time I took these bags on an international trip, one of them wouldn't open. I had to rip it open to get my clothes out and buy a new bag to carry my stuff. They offered a return, but come on, I wasn't going to haul a torn up suitcase halfway across the world back to the airport. Had to leave it behind. This company lost me as a customer on day one.

The refund never hit my bank account. I'll be disputing the charge with my bank.

I ordered a 3 piece luggage set online in August for over $590. When I used the big suitcase for the first time in December, the wheel seemed loose as we were loading it. It arrived at the destination missing one wheel completely and another wheel plus its casing were falling apart. I tried emailing photos but the messages kept bouncing back. It's past the return window now and customer service hasn't responded to my four calls and two emails in two weeks. The same set is now on sale for less than $400. I just want my money back and I'm willing to return all three pieces if they cover shipping. I've used cheaper luggage on many international trips and never had issues. I thought this was a quality company, but I was wrong.

The customer service here is run by maybe two people who won't answer the phone. Even when you manage to get through after many attempts, they hang up. The 10 year warranty is fake and part of a scam. They want you to send seam labels through tracked mail after you've already spent money, then they send you a discount code. Their response script is always about wheel issues on bags that were never even flown on. I've left messages for multiple staff members including the top executive and nobody responds. You're better off buying cheap luggage from a discount store for half the price and probably getting better quality. Their website is broken and customer service is disgusting and unprofessional. I got these at a warehouse store but they shouldn't sell them. Everyone should boycott them. It seems like they're running this company out of someone's garage with no real support. Management should be ashamed.