DELSEY PARIS (USA) Reviews 400

very poor customer service/ warranty. we have 5 pieces of brown luggage. It was a wedding gift from my wife's grandfather to us. Four of the bags are wearing fine. We rarely travel. One bag is just totally falling apart and cannot even be used. I was told to bring the bag to one of their authorized repair shops for repair or replacement. It has been over three months and Delsey Paris customer service is refusing to replace the bag after I drove 90 minutes to their repair shop as requested. Stay away from Delsey Paris if you want good customer service.

We bought some expensive cases from Delsey just over 2 years (each case was over £400!) After about 18 months, one of the wheels broke and came off. We remembered that we had a 10 year guarantee, and still had the receipt, so we called them this week to get it fixed. We were told that they would not replace the broken wheel and we would have to pay for it! I’ve bought cheaper cases that lasted longer and I am shocked that they can refuse to repair it when it has a 10 year guarantee. I am going to look at taking this further and speaking to citizens advice, as this company are clearly fraudsters.

I purchased a Delsey suitcase in December 2022. Last month the handle snapped, despite never carrying more than about 15 kg in the case.
The case has a 10 year guarantee, and I have a receipt of purchase, however i was told by a Delsey representative that unless I could produce the warranty paper, I would be charged postage and packing plus the full charge of the repair, if I wanted Delsey to replace the handle.
It appears that in advertising their suitcases, Delsey make a big thing about their 10 year guarantee, however, when something happens, which can only be down to faulty goods, they have no honour.

The suitcase is roomy and lightweight and is positively beautiful! Well crafted and looking forward to using it during my trip to Cote D'Azur!

Super happy w my trunks.

Great luggage. Not heavy and rolls really good. The only thing is the zipper does not zip easily opening or closing.

Very easy to order and was delivered quickly.

I was experiencing delays with some shipments, however, this luggage arrived on time and I was able to store my things with it, the quality leaves something to be desired, nonetheless it remains a great product with all the discounts and brand value it offers for shoppers, I somehow like this luggage better

The description of the item SHOULD have been better..who wants a CLEAR suitcase ? And then it is up to me to ship it back?

Latisha took amazing care of me. I had been looking to get new wheels for a while, and she went above and beyond in making sure I was well taken care of. When she saw that I had an unmet need and had been waiting a long time for wheels, she took the initiative and took responsibility for my case by sending me a replacement suitcase for free. That made a huge difference to me! No more dragging a large suitcase across the airport!

I recently requested some assistance with a repair on my Belmont suitcase.Very prompt and helpful reply, best after market service ever!
Paul

10 year warranty is worthless; Delsey will not stand behind it in practice.

The luggage has been a great buy thus far

Great product - bought as a gift for my husband’s original Delsey which was well loved and needing replacement.

I've been a Delsey customer for almost 10 years now. I own several luggage pieces and their everything bag. I recently purchased a new piece that I did not love. The handles were janky and the wheels were awful so I wanted to return it. I paid roughly $100 for it as it was on sale. Delsey requires you pay shipping to return items (unlike Away). UPS wanted to charge me $108 to return it so I emailed Delsey asking if they could provide me with a return slip. They refused stating they could only do it if the piece was defective. I'd say it's defective considering it's so tough to maneuver around, but I don't know if that qualifies or not. Considering their awful customer service to a long standing customer, I'll be switching brands immediately.

An expensive brand, lots of pretension, but absolutely no customer service. We’ve been stuck in a process for weeks now, just to get a defective bag sorted out—the telescopic handle was completely stuck from day one. After emails, photos, and explanations, they now want us to send a video of the issue, where they took almost 2 weeks to answer, again with a question instead of a solution.

Shameful how they treat their customers.

Durable, been using for about 5 years and still good as new

My carrying handle mechanism stopped working and customer support was amazing! They offered to send me a complete mechanism replacement, and when it was found that they no longer had the mechanism replacement, they sent me out an entirely new suitcase. The customer support liason Latisha was fantastic and the whole experience had me surprised that a company still takes the customer experience seriously. Thank you Delsey Paris - you've made a customer for life.

Shipping was fast and the bag was well packaged and arrived in perfect condition.

I emailed requesting instructions on how to exchange my luggage. I also asked about capacity information on the item I ordered since it is incorrect on your website. I received instructions on how to return it and no answers to my other questions so I can ascertain which luggage I should exchange it for. It has been 3 days and I still have not received a response to my original questions and I have been emailing you everyday reminding you to answer my other questions so I can decide what luggage to exchange it for. Why do I need fight to buy something from you? Also, why can't I talk to someone?