Kristin C Xwv

Terrible customer service-you can't contact them and there's no way to order parts

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I need to change the wheels on my Maxlite suitcase. There's not any way to reach customer service and no way to order the parts I need. I guess I have to trash a perfectly good piece of luggage because of the terrible customer service at Travelpro. The warranty is over and I don't expect the parts for free, but there's no way to buy replacements.
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Pros:
  • Decent luggage
Cons:
  • Terrible customer service

Preferred solution: Buy replacement parts

User's recommendation: Buy something with a lifetime warranty and actual customer service

Demetrios C

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Verified Reviewer

Great products, no experience with customer support or warranty

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TravelPro - Great products, no experience with customer support or warranty
TravelPro - Great products, no experience with customer support or warranty - Image 2

I found this review site while searching for a way to leave a Travelpro product review (a positive one!), something that apparently is next to impossible to do. My sister is a flight attendant with 25 years of experience and she highly recommended Travelpro for my personal use.

I agree, they make solid products that beat any "designer" name out there. Sure, there are premium luggage brands that probably compete strongly with Travelpro but I was happy to take my sister's recommendation and run with it. I've had one of their soft carry-on spinners for the last ten years and it has served me so well, all over the world. Now that my son is getting older, I decided to get another one but this time went with a hard case (mostly because I found a great deal on it through Costco).

Again, great experience with the product. I did notice though that it came with a slight scuff (despite all the protective packaging) which means it happened during manufacturing and they had to let it slide because, let's face it, there's no fixing it. I also found out (after just one trip) that it scuffs very easily so that tracks. No biggie.

Live and learn. However, one thing I found interesting is that most negative reviews for that hard carry-on was for the handle not retracting after just one use. That was something I experienced as well but instead of immediately asking for a refund, I asked myself 'now why would that be?' I figured out (fairly quickly) that a stuffed carry-on behaves very differently than an empty one. So I straddled the carry-on and squeezed it in between my knees and lo and behold the handle would get unstuck.

Basically, the track the handle rides on gets pushed and the mechanism can't go past one click. Once you realign it by squeezing the carry-on, it aligns once again. It's not broken ... or bent ...

just needs to go into alignment. It's an easy and repeatable fix. I shudder to think how many people thought ill of the product, the customer service, or the warranty because of a simple design flaw with an easy (band-aid) fix. Should it happen in the first place?

Probably not, especially as my soft carry-on doesn't exhibit this issue (but does have a better-shielded track which also takes up more room).

I just wish people on both sides of customer service would use their common sense instead of being quick to accuse or dismiss. At a minimum, Travelpro should offer a decent discount on a future purchase.

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Pros:
  • Great quality
Cons:
  • Price

Preferred solution: Nothing ... maybe a way to leave reviews on Travelpro's site?

User's recommendation: Buy one but realize there are limitations

Resolved
Bill P G

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Supporter

Resolved: No Customer Service

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TravelPro - No Customer Service
Updated by user Jan 31, 2024

Company fixed the issue and I have been provided with apology. TravelPro has sent me a new replacement luggage.Please note, all replacement order(s) do not extend nor restart the warranty period of your original Travelpro product(s).

Travelpro has the right to replace any replacement product(s) as a one time courtesy with the same or equivalent collection, IF, there is a known manufacturer defect. Your original warranty coverage remains active up until the limited warranty coverage of your product(s) is no longer valid.

Original review Jan 22, 2024
After reading so many complaints about TravelPro's broken luggage and especially their no warranty - warranty. Also, the... we will never respond to customer service. There isn't any point in me sharing my broken luggage, lack of customer care, and overall plan *** luggage company experience on this site. However, I checked other luggage company's reviews. Guess what? Lots of complaints about broken bags and the lack of customer service as well. Maybe cheaper bags from TJ Maxx are a much better option.
View full review
Loss:
$200
Pros:
  • Light weight luggage it traveled well
Cons:
  • Travelpro treatment of customers

Preferred solution: A repair.

User's recommendation: If a company won't have real customer service why am I buying from them?

Deborah M Mss

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Verified Reviewer
| map-marker Reno, Nevada

Warranty and customer service

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TravelPro - Warranty and customer service
TravelPro - Warranty and customer service - Image 2
TravelPro - Warranty and customer service - Image 3
Updated by user Nov 21, 2023

That was fast!! After 3 months of frustration and no help and about an hour this morning on chat with no satisfaction, right after I posted this review they decided to send me a replacement bag. We shall see if and when I receive it.

Original review Nov 21, 2023
My large zipper broke in August in the airport. I got online and filled out TravelPros form. Then they wanted pictures which I sent. Then they wanted the receipt of purchase which I sent. I have heard nothing since the first of October. Of course, they never answer their phones. I got online this morning and did the chat thing. He wanted all my information again. He said they would send me a zipper and video. Utterly ridiculous. They should honor the warranty which it is still under.
View full review
Pros:
  • Supposedly good quality luggage
Cons:
  • Worst customer service ever

Preferred solution: Full refund

User's recommendation: Do not purchase since they have no customer support.

Christina M Fzl

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Verified Reviewer

Problem ordering a replacement handle

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TravelPro - Problem ordering a replacement handle
Hi. I have a Crew 10 rollerboard carryon and my top carry handle broke. I need a new handle, part P40714H0801. PLEASE DO NOT TELL ME TO USE YOUR ONLINE SYSTEM TO REQUEST IT! Every time I do that, I select the parts/repair, I select Crew 10, I check the box saying YES, under warranty, and then it gives me a blank screen. I have tried this multiple times on multiple devices/computers, in different browsers--I just need to order a new handle. If you require me to pay for it, I will pay! I just want the handle. Please help!
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Preferred solution: REPLACEMENT HANDLE--that's absolutely it.

User's recommendation: Just buy a generic replacement part and have the bag repaired locally. I have been trying for 11 months to get a replacement handle. Tried through their customer service, tried on Instagram, and now am trying again.

Karen W Brp

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Verified Reviewer
| map-marker Beavercreek, Oregon

2 broken wheels after only 2 plane trips

TravelPro - 2 broken wheels after only 2 plane trips

I purchased my Travelpro luggage July 22, 2023 (received it July16, 2023) from Amazon where it states it has a warranty by TravelPro. Style 40918****, PO#220822****11338.

After only 2 plane trips, 2 of the wheels have broken.

I travel extensively and I have luggage that has lasted 15 years with no problem. The only reason I bought this is I wanted to try luggage a little bit lighter weight. Amazon tells me their return window is closed and I must handle this problem directly with Travel Pro, The wheels broke off at the beginning of a 3 week trip where I needed to move around a lot with my luggage and therefore this was very cumbersome with 2 broken wheels. For the type of travel I do I need luggage I can trust .

I sent in a warranty repair form and several photos through their website. However It did not allow me to write a note.

I have tried calling the customer service line at least 15 times in 2 weeks and have been on hold and then the call was disconnected after a robot told me they were unable to take my call. I sent them photos and proof of purchase.

I would ideally like a refund or replacement but at least want the repair.

Finally I received the WRONG PART free of charge in the mail with a link to an instructional video on how to repair it myself.

By the way this was fairly expensive luggage .

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User's recommendation: I do not recommend buying from TravelPro . Poor quality and poor service. Even thought it was hightly rated on Wirecutter and elsewhere.

Resolved
Bruce S Rjz

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Verified Reviewer
| map-marker Seattle, Washington

Resolved: Delayed shipping, No ETA, No customer service.

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Updated by user Feb 10, 2024

Company fixed the issue and I have been provided with apology. Delivered the product that was ordered

Original review Jan 09, 2024
I need a suitcase I ordered as a gift within 10 days. Several days after ordering it, it still has not shipped, and there is no ETA when or even if it might ship.

There is absolutely no way to contact "Customer Service." The listed phone numbers all disconnect the customer, the "live chat" results in wasting the customer's time as no one actually comes on to chat. Email to "customer service" suggests that there might be a reply in "2 or 3 days." I have loved TravelPro luggage in the past, but seriously wonder if it is still a legimitate business. If you see their product in a store (and do not care if Customer Service for any stated warranty still exists), then buy it.

But do NOT order directly from the company site online. There is no way to determine if you will ever get your product, certainly not within a timely manner, or to even be able to cancel an order to get your money back.
View full review

User's recommendation: Do NOT order luggage directly from the TravelPro website

Philip N Iqp

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Verified Reviewer
| map-marker San Jose, California

TravelPro Platinum Elite and customer support

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Hi,

1. USB C : I just purchased the Platinum Elite Hard Compact Carry on Luggages.

It has USB A and USB C output port. But after I plug in a Battery Charger inside the bag, only USB A output is working. USB C port is not working. Inside the bad of the luggage, there is only one wire to hook up to a Battery Bank or charger.

How to Make the USB C port work?

2. Customer support: at the Travel pro site, I have no way to get customer support. Live chat (it says it has but there is none, phone number(no people or bot or computer to talk , email (but no email address), I am very disappointed by the customer support. I need to find an alternate site like this to get an email and I am not sure it will work.

I paid a lot more on the Platinum Elite for the warranty and customer support. But there is none on customer support. How to report this to the public so they will aware this risk of buying TravelPRo?

3.

I registered al my 4 luggages. But when I signed on to travel pro site, why it did not show my registrations?

Please reply.

Thank you,

Philip Ng

mrphilipsng@***o,.com

408-250-****

View full review

User's recommendation: Customer service is none.

Jan D Psi

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Verified Reviewer
| map-marker London, England

Injury by design

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Updated by user Feb 24, 2024

They never replied except to say that in-turn, they would get to it.

Original review Feb 15, 2024
I purchased a carryon Walkabout 6 last June just before flying. I live on a second floor, outside stairs.

When I tried to carry it, I couldn't because I wasn't tall enough without carrying it with a bended arm. I did that and suffered a strain that lasted for a week. I let it heal and thought it was only a strength problem but it happened again. I'm a women 5'3-1/2".

These cases are made for taller people. I neglected to see that it didn't have a side handle. In the airport, most carryons do.

I would like to exchange this for one that does or, if you have a belt with a handle, I could try that. I purchased this at Macy's.
View full review
Loss:
$145
Pros:
  • Lightweight
  • Good interior design
Cons:
  • Bad customer service

Preferred solution: another-wheel carry-on with a side handle

User's recommendation: Don't purchase if you're a woman/person 5'4" or shorter

Anonymous
map-marker Palm Harbor, Florida

Broken zipper on suitcase and backpack

TravelPro - Broken zipper on suitcase and backpack
TravelPro - Broken zipper on suitcase and backpack - Image 2
Broken zipper on the luggage and has only been used two times. This is my second attempt to get a replacement luggage.
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User's recommendation: Beware of quality! I have had to return two pieces because of the zipper.

Lori L Awi

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Verified Buyer
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Verified Reviewer
| map-marker Spokane, Washington

Luggage broken

TravelPro - Luggage broken
The handle will not go down and wheel dont work well. I am NOT satisfied with the luggage. Please refund my money or replace with a good suitcase.
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Jordan K Adn

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Verified Reviewer

Your Customer Service SUCKS!

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I am floored at the pathetic customer service experience I encountered yesterday. I ordered a suitcase on Tuesday morning with the 24-48 hour promise of shipping turn around and as of Friday afternoon, no action on my order.

I called no less than 10 times and was on hold for 5-10 minutes each time and then a message played that said no one was available it HUNG UP the call. I tried the chat option, and CLAUDIA was "helping" me, which is generous to say. She spit back canned answers like AI and never solved my problem. She said that due to inventory and demand, the turn around was NOW 3-5 days for shipping, which is NOT advertised on the site and it is almost impossible to upgrade shipping.

As a result, I had to go to Macy's yesterday to purchase the same luggage at a higher price to make sure I had it in time for my trip.

SHAME ON YOU! You are supposed to be a top tier luggage company (your prices certainly seem to show it) with the crappiest customer service I have ever encountered.

I am sure you will have a canned answer for this complaint.

View full review
Loss:
$200
Pros:
  • Great product
Cons:
  • No easy way to cancel orders
  • Customer service does not exist no help

Preferred solution: Deliver product or service ordered

User's recommendation: DO NOT BUY ONLINE!!!!!

Vanessa M Wdk

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Verified Reviewer

Product not durable for travel

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TravelPro - Product not durable for travel
TravelPro - Product not durable for travel - Image 2
Updated by user Oct 12, 2023

No additional response from Teavelpro.

Original review Oct 04, 2023
I purchased the cream colored travel essential bag. The first time I traveled it got terribly soiled in the security conveyor belt. Doesnt look like the fabric was treated so it just gets dirtier and dirtier every time I use it. Now its so soiled I cant use it. Was told warranty does not cover.
View full review
Loss:
$300
Pros:
  • Good looking luggage
Cons:
  • Advertised as high end and very pricey but not quality luggage

Preferred solution: Full refund

User's recommendation: DO NOT BUY THIS PRODUCT. It will look like crap with one use.

Brenda S Zfb

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When will my orders be filled

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TravelPro - When will my orders be filled
TravelPro - When will my orders be filled - Image 2
I was a flight attendant for nearly 50 years. I had no problems with travel pro. I placed two orders on November 8 and I believe November 9. I should have received one of them by now number 700 101****81 and 700101****85 These orders have not even left your company please I would like to know where my orders are and why they cant be delivered when I go to your website now it says I can have them by November 22 if I order today my card has two other items in it and now I am afraid to even send that order in noone answers my text email or phone calls .Brenda Savage
View full review

Preferred solution: Deliver product or service ordered

User's recommendation: Communicate, at least

Barbara C Aci

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Verified Reviewer
| map-marker Myrtle Beach, South Carolina

Poor customer service. Cannot get replacement parts.

There is no way to contact them. The customer service number has no agents answering. There is a message stating they have no personnel to help. There is no way to contact by email, unless you choose from a menu of items as it relates to your inquiry. If your problem does not correspond to the item on the menu they will not read or process your email. Travel Pro obviously does not back the products they tout to be of such high quality. Actually, it shows a lack of concern for their customers.
View full review
Cons:
  • Terrible customer service and will not back their product

Preferred solution: Replacement wheels for my bag

User's recommendation: Don’t buy Travel Pro products.

Michael K Gub

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Verified Buyer
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Verified Reviewer

Only their service is worse than their luggage

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TravelPro - Only their service is worse than their luggage

Bought two Maxair light suitcases. On the first use, one of the bumpers fell off.

We tried to get in touch with customer service to get a replacement bumper. Nothing ever showed. Put duct tape over the two exposed screws. Then on the next use, one of the wheels collapsed, making the ability to use the wheels useless.

Worse: The company's customer service is garbage. They claim to have a great warranty, but you can never get a hold of anyone to try to get the service needed. In fact, their website (purposely?) transposes their phone number so you actually end up calling a scam line.

Their on line form to fill out never gets responded to either. Their products are garbage, their service is garbage, and the company is garbage.

View full review
Loss:
$321

Preferred solution: Full refund

User's recommendation: Buy luggage elsewhere

About

Summary

Travelpro is a company that provides a wide range of well-designed and reliable luggage for all kinds of travel. If you travel a lot, Travelpro is the very store you should visit. Travelpro offers a great variety of duffels, garment bags, rolling totes, backpacks, rolling computer briefs, expandable rollarboard luggage, business and computer briefs and many more. It doesn't matter if you are looking for luggage for business trips or family ones, Travelpro has luggage that will meet any of your requirements. For almost 20 years Travelpro has been providing consumers with high quality and well-designed luggage.

TravelPro reviews and complaints

TravelPro is ranked 20 out of 203 in Luggage category

Area Served

USA

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