SWISSGEARReviews of swissgear.com

o Whom It May Concern, I am extremely disappointed and frustrated with SwissGear’s handling of my warranty claim, and I feel compelled to formally document my complaint. The wheels on my SwissGear suitcase have fallen off. Wheels are a fundamental part of a suitcase, and they should not fail under normal, limited use. This product has not been abused or mishandled in any way. I provided my receipt and sent clear photos showing the condition of the suitcase, which is otherwise in good shape and has only been used a small number of times. Based on this, it is evident that this is a defective product. What is most upsetting is not just the defect itself, but SwissGear’s refusal to stand behind its own product. I have reached out multiple times and was told that replacement wheels would not be provided. Offering a 25% discount coupon is unacceptable and does not resolve the issue. I am not asking for a new suitcase. I am simply asking for replacement wheels so that I can continue using a product I already paid for. Without wheels, the suitcase is completely unusable. I find it unreasonable that a company would expect a customer to discard an otherwise functional suitcase due to a known component failure—especially when the solution is as simple as sending replacement wheels. This experience has left me with a very poor impression of SwissGear’s customer service and commitment to product quality. I will be sharing my experience with friends and family and advising them against purchasing SwissGear products, as this situation demonstrates a lack of accountability for defective merchandise. I urge SwissGear to reconsider this decision and resolve this matter appropriately by providing replacement wheels. This is the least that should be done to stand behind your product. I look forward to your response.

Does not stand behind their warranty for backpack. Filed report with BBB and they did not respond to them either. Don't waste your money.

Es ist tatsächlich so das der Kundenservice extrem schlecht ist. Ich möchte gern meinen Rucksack reparieren lassen, zumal dies auch auf der Website angeboten wird. Die Antwort war: "wir reparieren nicht, suchen sie sich einen Schneider in Ihrer Nähe'. Sollten Unternehmen nicht nachhaltiger unterwegs sein? Muss es dann das Unternehmen für einen neuen Rucksack sein?

Awful company poor customer service…no response or care for consumers. I will never buy their products again.

Paid $100 for a large swissgear suitcase from Winners (Canada). I do quite a bit of travelling between Europe and Canada, and in the short time I’ve had the suitcase both carrying handles have managed to snap off, and this is without overloading it (it has never been above 23kg). Pretty disappointing for the price point. And based off what I’ve read online their suitcases aren’t good quality and their customer service is even worse, so I’ll probably swallow the costs and get another, quality bag instead.

Purchased and paid for merchandise from Swissgear April 18, 2025. Order was never fulfilled. Following my travel Swissgear was contacted regarding the issue of my items never received. They could not furnish any proof of notification nor shipment of my order. I respectfully requested a refund and they responded that a refund had been issued November 6,2025. As of today's date 12/8/2025 there's been no refund received. Swissgear advised that I contact PayPal through whom my payment was made. PayPal informed me no refund had been issued from Swissgear and requested that I get a refund transaction I.D. number from Swissgear so that PayPal could investigate. I requested that information from Swissgear November 20, 2025 and to date they've not provided any further information. My last two emails to Swissgear have received no response.

I purchased a large SWISSGEAR suitcase in 2023 and used it only 3-4 times before TSA lock stopped working. It has now been 1.5 months since I opened a warranty claim, and the experience has been extremely frustrating. There is no direct warranty department contact. I managed to get emails reply after contacting customer service 3 times, only to get the next question. Finally, I received notice that my claim is "conditionally approved", but I have physically cut labels out of suitcase and mail them to Florida address for them to "verify a manufacturing defect" (I sent the photos of the labels already with the claim submission). I am in Canada, hence to the traceable letter will cost me 20-25% of the suitcase cost with an unknown outcome. I was advised by a very rude customer service rep that this is their process, and I would receive either discount or some else as a result of the claim. When I asked to talk to his manager or escalate my questions, he hang the phone. I will never buy anything with SWISSGEAR logo again. Based on the similar reviews here the quality and warranty are non-existing. They do everything to not honoring warranty.

Customer service has gone way downhill since suitcases originally purchased. I purchase a set of 3 nesting suitcases in 2019. We had an issue with the mid-size one maybe 2-3 years ago, and they warrantied it out quickly, completely and with little issue. This time there is an issue with the smallest one and they continue to delay making a decision. Asking repeat questions that I've already answered. I don't know what other information I can provide to them. It's been nearly 8 weeks since opening a warranty claim that I thought would be open and shut and I'm getting to the point where I really need a working suitcase for my upcoming travel! I've had to call general customer service 3 times to keep moving in the warranty queue. Good news is it's been virtually no wait to get someone on the phone, bad news is there's no phone number for the warranty department so all they do is nudge them to get a response same-day, which has happened each of the 3 times although again with the repeat question and no resolution. I received notice that it's "conditionally approved" but I have to physically cut labels out of the suitcase and mail them in for them to "verify a manufacturing defect". Depending on the outcome of the claim, I'm not sure I'm going to buy Swiss Gear again because of how terrible their current customer service process is.