Suitcase.comReviews of suitcase.com

When I placed the order, I did not receive an order confirmation email. I waited several days and still received nothing. I finally called the customer service number and no one answered. I had to leave a message. Several days later I received a callback from a nice gentleman, telling me that the item is out of stock. He told me they are cancelling the order. If and when the item is again available, they will send me an email telling me to order it again. That is fine, but it was like pulling teeth to get that information. Frankly I was afraid the web site was a scam and I had given my credit card information to an identity theft operation. I guess that is not the case, but their communication is very, very poor.

Although Suitcase.com seems to have a vast selection of quality products, I can only speak of one experience with a very inexpensive ($30+) product. Product is great - does what it says (luggage/shoulder strap). The issue was shipping and lack of communication. I paid for 3-day shipping (due to when I required the strap) and although it did ship 3-day, it didn't go out until days after I ordered it. Although I could use the strap forever (it's a good strap), the point was I should have been informed so I could have either paid less for ground shipping, or more for overnight. Whenever I've ordered from other companies (for the past 15-20 years or so), the general expectation is that the product will go out the day of the order (depending on their cut off time) on in stock items. If the item is out of stock, or won't ship, I'll receive a call or email stating such with the opportunity to change things, switch products, cancel the order, etc. Instead, all I received was the email stating that it shipped. Needless to say, I offered 2 possible compromises (and informed support either would be acceptable, but obviously they can do neither if they wish): 1) change the shipping to overnight at their expense, or 2) refund the entire shipping charge. The reply I received stated they were going with option 2. The problem is then they didn't refund the entire shipping, but only the 3-day upcharge. So .... areas to improve: Issue#1 - lack of communication (better communication would have prepared me for their late shipping and provided me options) Issue#2 - Do what you say (the entire shipping fee was to be refunded, yet it wasn't) Issue#3 - My email to support about the incorrect refund has never been replied to. But, I have to give them credit - they still provided me an opportunity to provide a review. So, seems to be a great company offering great products. Pro: Support did get back to me very quickly to my issue of shipping late. Con: lack of communication, and then not doing what they said they would.

I ordered a suitcase from them and a few days later they sent me an e-mail saying the item was on Back order for 3-4 weeks and they cancelled my order. I don't mind waiting 3-4 weeks or even more to get it. They should have asked whether I would like them to cancel the order or wait.

RE: Shipment #100036606 for Order #100042009 Ricardo Beverly Hills Roxbury 2.0 19" Soft Face EZ Access Mobile Office Color: Brushed Silver I bought this carry-on piece expecting that it will be acceptable by all airlines. Was about to use it for the first time traveling to Australia and New Zealand next month. After checking with the airlines I found out that this carry-on piece exceeds their size requirements, and hence, cannot be able to use it. It is total disappointment.

Didn't have website up to date, so ordered and paid for item not available, shipped out after stock back in and item late to arrive, then sent ground delivery when back in stock. I STILL DON'T HAVE IT! Ordered over 3 weeks ago and it's still on the way...

Two of 3 items arrived in good time. I used the Live Chat function to inquire about the third item and was told it was on the way. It has been 12 days and I still havnt recieved the item or recieved any communication. I ordered on 12/11, it is now 12/23 hope I get it tomorrow as it is a Christmas gift.

Let me start by saying that the ordering process was smooth and my order arrived quickly and undamaged. I was less impressed however with the quality of the product. I ordered a leather laptop messenger-style men's bag. Online it looked like an oiled brown leather with warm reddish undertones and a heavy-duty shoulder strap. At $115 I thought I was getting a bargain. Unfortunately when I opened the box and looked at that bag, I felt I had been robbed. The "distressed" leather was more like suede, cheap low-quality suede at that. The color was flat muddy brown and the strap was elastic with leather sewn on top. I have to think that the image used on the site was Photoshopped because there is no way that bag ever looked so nice. I promptly returned the item, but haven't received a refund yet, so I can't attest to how smoothly the returns process will go. I was very dissapointed.

I had difficulty with the ordering process and was unable to use the promo code where I could have gotten 20% off. Also I didnot get an e mail from your company saying that I had placed my order. I did receive my order and it was for my daughter and I let her handle the return because it was not what she had told me to order. Hopefully everything will work out and she can enjoy her purchase