SWISSGEARReviews of swissgear.com

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.

I bought a suitcase 7 months ago, used it three times and the zipper broke. Contact customer services , I was told I would have to take it to a place that repairs zippers on suitcases, at my expense. Do not buy from this company!!!

If I could give 0 stars I would. I will never ever buy from this company again, they act like they are from overseas, but meanwhile are in Pompano Beach, FL. I am a long time 15+ year customer. I have bought 3 luggage sets, and 2 backpacks. I bought a new luggage set, used it once, and one of the bags was a complete disaster - frayed at every single seam. Not even one spot, literally everywhere! I filled out their lengthy online custom service portal info multiple times, mailed in labels via certified mail, attached photos-= every hoop they threw at me I handled for months. Then they never follow up and respond - me talking to myself in the portal. Had to get on a customer service chat 6x to get someone, who only would tell me I would hear back, and nothing. Then I find they just closed it out in the warranty portal, and say here is a 15% coupon code to buy more luggage. One use, and only 1 bag messed up- impossible not a defect. I will never buy again, thought they were a real company. Even the logo is a scam. Buyer beware they are not BBB accredited either. And have a 1.2 rating here on Trust Pilot because of similar issues. Stay away!

We had the same experience many have had. We have a 3 year old carry-on bag with 2 wheels that are completely disintegrated. The bag has only been used a few dozen times and now can't be used. They offered the 15% coupon. Numerous attempts to get a repair or replacement are ignored. We have several other bags of theirs that were much better quality. Be advised, the quality is now crap and the warranty is worthless.

I’ve only owned my Swiss gear 8121 laptop backpack for a year and the right shoulder strap has begun tearing away. I use this bag EXACTLY for what it’s intended for and it is without a doubt defective as there was strands of stitching loose within a week of use on that strap. The backpacks have a 10 year warranty that they do not stand by!!! It’s been months since I emailed my warranty claim with no response and after a lot of research online, I don’t expect one! Do not buy any products from them unless you’re ok with them not honoring any warranty. They should be sued for false advertising!!!!

I received a suitcase as a reward from my company. The zipper broke on the first use. Even though its supposed to have a 10 year warranty. After cutting off labels and filling out all the forms, Swissgear denied the warranty claim. The warranty is a lie and this company produces inferior products. Avoid them and Wegner.

I have a 28 inch rolling suitcase that I've had for one year. I came back from a trip and one of the zipper sliders had come off. It is supposed to be warrantied for 5 years so I contacted the company for warranty replacement. They denied the claim saying that the damage was due to "Handling". This is ridiculous since the whole purpose of suitcases is to be handled. I am very disappointed with this company and I think management needs to address the problem of warranty denials.

I would rate below 1 star if its an option. Our backpack had material issue and filed claim. They approved and gave us 15% off coupon SERIOUSLY !! Per warranty it should be replacement or equivalent but they gave 15% off coupon instead. Will never ever buy swissgear again.