American Tourister UK Reviews 

I bought a suitcase for my brother a few weeks before his birthday. They used UPS (first mistake) with signed delivery (second mistake). As a working professional, I am never home during the day and have deliveries put in my safe space (secured garden). After UPS attempted delivering twice, the product was then returned to American Tourister. UPS state that items will be held for 5 days after the final delivery attempt. This has not happened. There was not a chance for me to collect the parcel from the local warehouse depot which has been the case for so many other more reputable delivery companies.

Customer service was also not great. A replacement colour alternative was offered in Pink, which I don’t think my brother would have appreciated. Tried to work out an alternative but customer service took too long to respond, and on one day didn’t even receive a response. They weren’t able to send the same suitcase to a different address and said that it was no longer in stock, as if the suitcase that I had bought had just disappeared.

So disappointed. Just wanted to buy my little brother a suitcase before he flies off starting his adventures but feel so let down with the standard of the delivery, but also by the customer service aftercare.

Needs to be more clearly signposted that delivery would be signed. Sure, it says it in the small print if you click of “Delivery and Returns” at the bottom of the page, but who actually does that.

In the end, had to go to John Lewis to buy the suitcase AFTER all the winter sales had ended. Should have read the reviews on TrustPilot first and not bought anything off the website.

Purchased the Star Vibe suitcase recently, costing over £100 for the 77cm model. When it arrived it looked smaller than anticipated so I got out my tape measure and compared its actual dimensions to those listed on the website. I then emailed American tourister to query this, unsure if the suitcase had simply been incorrectly labelled and I was sent the wrong one. I attached photographs of the suitcase with my tape measure in shot. I was initially responded to within a couple of hours telling me to measure from the floor, which I had done and completely ignoring the fact that the width and depth were smaller too. I have since replied to that email and followed up two more times over the last 2 weeks and have been completely ignored. Shocking service and incorrectly advertised products. Very disappointed.

Update - I responded to the request for more information but never heard back so I emailed as per the response on here. I did initially receive a response asking for more photos of labels which I happily provided. Since then I have again been ignored. So frustrating to feel like you might actually get somewhere and then be ignored again. It seems like American Tourister are happy to respond to messages on here, making it look like they care and will resolve queries but have no intention of actually doing so. I will ensure to update this review if my issue is ever addressed.

Update 2 - they did eventually respond after I chased a further 2 times after my previous update. The response was essentially “if you’re not happy you can return it”. I also found it quite rude that not once was I addressed by name, instead called “customer” which just leads me to believe that all you get is copy and paste responses. I’ve had an American Tourister cabin suitcase for years and it has been great but this has really soured my view of the brand. If you need any help they ignore and ignore. If you get a response it’s completely generic and they couldn’t care less.

I purchased an expandable suitcase from American Tourister 3 weeks ago for a trip and it broke on the first use! To be clear, it was used in the expanded configuration just for the return leg of the journey so it didn't even survive one trip. I was hoping investing in a decent brand would mean I would get lots of use out of this. I am so disappointed with the quality, a Primark suitcase would have faired better!

The customer service experience is unfortunately as bad quality as the products. I contacted them asking to return for a refund but they have refused on the grounds that it was used. Unfortunately I don't have any qualifications in luggage quality testing/looking in to the future so it took for me to actually use the case to realise it wasn't fit for purpose or worth the money I spent on it.

DO NOT BUY FROM THIS BRAND

I now understand why the scores across all their various international websites are so low.

At not inconsiderable expense I bought their lightweight suitcase. On its very first flight it was dented in three places. Contacted customer service - initially got a brush off. Replied stating their lightweight suitcase doesn’t meet its intended function and told I could send it to be inspected at my cost (and pay for the return shipping, of a suitcase!) or take it to the depot myself (over a hundred miles away) but remain liable for the return shipping costs.

I will never buy from either Samsonite or American Tourister again. My wheel broke on a 2 year old case so I went on what I can only describe as the most painful antiquated customer experience to attempt to get a replacement. Due to the hoops you have to jump through to actually get them to order the part SKU codes, photos, part numbers, etc I ordered a contingency from a third party at my own cost with absolutely no hope of a refund despite the original query now being weeks old and no sight of my replacement wheel until w/c 11th Nov at which point my holiday will have been and gone. For the cost of the product and the brand they promote the service is woeful.

I bought the Crosstrack 2 Wheel Cabin Suitcase and after just a couple of trips the seams on the front started coming apart. The suitcase always traveled in the overhead compartment so this came as a big surprise.
Of course the warranty process is so long and convoluted that you’re better off trying to fix it yourself as I did.
When other travellers will notice the ugly patch on it next to the brand name though will think twice about buying from them!

Read the reviews before buying! I bought the Air Move Spinner and now I’m stuck with a faulty suitcase I cannot use and I’ve wasted quite a bit of money.
I travel for work, so I invested in what I thought was a good suitcase. Unfortunately the zipper on the one I bought was faulty as it kept opening up from below after being locked and even before I reached the airport.
After 2 flights where the zipper opened on the way to the airport and a third flight where the zipper opened at baggage collection, I accepted I needed to buy a new suitcase while this one got fixed. To my surprise, even though I am within the warranty period, American Tourister refused to fix the zipper claiming it’s 3rd party damage. No matter how many times I explained that the issue was there before my first trip and when the suitcase was half empty, they are sticking to their claim and think offering a discount to purchase a new suitcase is a solution. As if I would risk buying another American Tourister suitcase! I recommend choosing any other brand that will take responsibility for a faulty product!

On first use of my new Airconic Suitcase, the outer hard shell was torn in transit when collected from the airport carousel - with an unrepairable hole & luggage contents protruding.
This is not the quality I expected of this brand & furthermore, communication with American Tourister regarding the damage, has been very poor, unprofessional & unhelpful - insisting that unless there is evidence of a ‘manufacturing or design fault’ … they are not responsible!
It’s a suitcase … surely it should be fit to withstand Airport luggage transfers??

Brought 2 x large suitcases for family holidays. There is a wide selection to choose from - lots of styles and colours. Great case, very sturdy, lots of space, easy to manoeuvre and nice and light. Very happy with my purchases

I love the range of luggage & colours available. I have a large hold case which had been used on a lot of trips, long and short haul,p and is still in great condition. I also have 2 carry on cases. Would highly recommend this brand

Email sent to american tourister with no response for over a month.

Hi my suitcase is less then 1 year old and the zip is broken and I'm unable to lock my suitcase now. I'm really disappointed in the quality especially when this cost over £150. I've seen on your repair section local shops that fix the items but mine is over a 2 hour drive away! I also don't believe this should happen to a suitcase that has been used a couple of times and isn't even a year old. I have attached images for reference. As you can see from the photos attached I'm unable to access the zip that is broken.
Resent the same email and still no response although I have recieved an automated email to confirm they have received my email.
Quality isn't good for the price. Suitcase now unusable and no way to use the warranty.

I bought 3 suitcases with AT for the first time and had issues with 2 of them. The Airconic Spinner (4 wheels) 55cm is indeed very light but looks a bit fragile and prone to be damaged when travelling overseas. I noticed that the retractable handle was faulty on my first time using the suitcase when travelling abroad, I contacted AT and they refused to exchange my suitcase although it is brand new and it is supposed to have a 3 years global warranty. They want me to take it to a service centre in the country where I am at and have it repaired but the repair can take up to 1 month. How am I supposed to travel without the suitcase?

With the Sunside Spinner (4 wheels) 77cm, the zipper became undone right on the first usage while at the airport. These suitcases are not cheap, they are the most expensive suitcases that I have ever bought and the ones that actually gave me problems. I would have expected better quality and better costumer support from AT.