SWISSGEAR Reviews

If stars went lower than one, I'd give it. We ordered one model of luggage and received a completely different one that costs half as much. When we contacted them, they didn't get back to us until finally they said we had to send it back and pay the shipping to get reimbursed. How is that fair when they sent the wrong thing and overcharged us? That's fraud if you ask me. How does a company operate this way? Buyers need to be careful.

I'm very unhappy with how this company handled my warranty claim and I need to officially document this complaint. The wheels fell off my suitcase, and wheels are essential to a suitcase. They shouldn't fail from regular, light use. The bag hasn't been damaged or mistreated. I provided my receipt and sent photos showing the suitcase is still in good condition overall and has only been used a handful of times. This is clearly a manufacturing defect. What bothers me most is the company won't stand behind it. I've reached out multiple times asking for replacement wheels but they said no. A 25 percent off coupon is not acceptable. I'm not asking for a new suitcase, just replacement wheels so I can use what I already paid for. Without wheels it's worthless. It's unreasonable to expect a customer to throw away an otherwise good suitcase because of a known problem.

Their warranty on my backpack is worthless. I filed a complaint with the Better Business Bureau and they wouldn't even answer that either. Don't waste your cash here.

Spent a hundred bucks on a large bag purchased through a retailer. I travel back and forth between two continents pretty regularly, and both carrying handles snapped off within a short time despite never overpacking it above 50 pounds. That's really disappointing for what I paid. From what I've read, their bags aren't made well and customer support is even worse, so I'm just going to bite the bullet and buy something better.

I bought and paid for items on April 18th. My order never got shipped. When I followed up after my trip, the company couldn't show me any proof that they ever sent anything. I asked for a refund and they said they processed one in November. But it's now December and no money has arrived in my account. When I asked them to contact my payment processor to sort it out, they said I needed to get a refund reference number from them. I requested that info at the end of November and they haven't sent it. My last two emails got no reply at all.

I purchased a large suitcase back in 2023 and only took it on 3 or 4 trips before the TSA lock stopped working. More than a month and a half has gone by since I filed a warranty claim and it's been incredibly frustrating. There's no dedicated warranty support number. I had to reach out to customer service 3 times before getting email replies, and each time they asked another question. When I finally got a response, they said the claim was conditionally approved but then asked me to physically cut the labels out of the suitcase and mail them to an address in Florida so they could check if it's actually a defect. I already sent them photos of the labels when I filed the claim. Since I'm in Canada, that tracked mail is going to cost me almost a quarter of the suitcase price and I don't even know what I'll get back. A rude customer service rep said that's how it works and I'd maybe get a discount or something. When I asked to talk to a manager or ask more questions, he hung up on me. I'm never buying anything with their name on it again. Looking at other reviews here, the quality and warranty are both non existent. They do everything possible to avoid honoring warranties.

I'd give zero stars if I could. I will never buy from them again. They act like they're overseas but they're actually in Florida. I've been a customer for over 15 years and bought 3 luggage sets and 2 backpacks from them. I bought a new set, used it once, and one bag was a complete disaster with frayed seams everywhere, not just in one spot. I filled out their long online form many times, sent labels via certified mail, included photos, handled every request they made for months. Then they never followed up or responded while I kept messaging into nothing. I had to get on chat 6 different times with someone who just said wait for a response that never came. Eventually I found out they closed it without saying anything and offered me a 15 percent coupon code to buy more bags. One use on one bag and it's definitely a defect. I'm done. I thought they were a real company. Even their logo is misleading. They're not even accredited and have terrible ratings online because everyone has the same problems. Stay away.

I've only had my laptop backpack for a year and the right shoulder strap is already tearing apart. I use it exactly as intended and this is without question a defect because loose threads were hanging from that strap within a week of first using it. The 10 year warranty they claim to offer is fake because they don't actually honor it. It's been months since I filed a warranty claim with no reply and after looking into it online, I don't think I'll get one. Don't buy anything from them unless you're fine with them ignoring their warranty. They're making false promises and should be sued for it.

Got this suitcase as a work reward and the zipper failed the very first time I used it. The 10 year warranty sounded great, but after I cut off the tags and filled out all their paperwork, they turned down my claim. The warranty doesn't mean anything and these bags fall apart fast. Skip this brand.

My luggage broke during a vacation when the wheel came off. The company tried to blame the airline even though the suitcase didn't fall apart until the next day after landing. That's clearly a structural problem. I filed a warranty claim and they rejected it. That's unbelievable. I'm getting rid of all my luggage from them and donating it. This company is awful and their support is terrible. People really need to be careful before buying.