Samsonite Company Store - St. Augustine Premium Outlets

Reviews

• DD

  DT

  Nov 10, 2025
  1.0
  On November 3, 2025, I visited this location about 20 minutes before closing, looking for a 20–21 inch carry-on suitcase. My husband pulled up in front, and I exited the vehicle with my two children. As we approached the entrance, one store employee turned her back to us and walked toward the register, while another stood nearby. Neither greeted us. They simply stared. The silence was uncomfortable, so I said hello to break the tension. I mentioned that no one welcomed us or asked if we needed assistance. They claimed they had spoken, but I explained I hadn’t heard anything—both were walking away as we entered. When I asked about a 20–21 inch carry-on, I was told, with a smug tone, that none were available. The atmosphere felt cold and unwelcoming from the moment I stepped in. As I began to leave, I noticed a small carry-on near the entrance and asked about its size. I was told it measured 21.75 inches. I said, "so you do have one?". She said she forgot about that one (still standing by the register). The employee responded that she didn’t remember that suitcase and insisted 21.75 was larger than 21. I asked her name, and she said it was Marissa. I shared that I had just come from Travel Pro, where the staff treated me like a valued customer—explaining features in detail and showing genuine care. The only reason I didn’t purchase there was because my teen couldn’t find the color she wanted. The contrast between the two stores was stark: one warm and helpful, the other cold and dismissive. I then asked Marissa if I was being treated this way because I’m Black. She dismissed the question and started to walk away. Moments later, a customer entered the store and was greeted warmly by Marissa, asked what he was looking for, and personally guided through the store—exactly how a customer should be treated. I’m sharing this because the lack of service I received was unacceptable. It was enough for me to decide I will never purchase anything from Samsonite again, and I encourage others to think carefully before spending money with companies that fail to provide respectful, inclusive customer service.
• CM

  Christina Moore

  Sep 2, 2025
  5.0
  I can’t say enough about how amazing Tina the manager is. She was super informative, kind and knew her stuff! She helped us find a great carryon super cheap with great quality! Tina is great!
• WH

  Wanda Hernandez

  Jul 16, 2025
  1.0
  The representative at this location may not be fully embodying the standards expected of a Samsonite representative. Over the past two days, I have attempted to repair my Samsonite luggage, traveling a distance of 60 miles in the process, only to find that the repair was not possible despite the luggage's limited use (four trips). In my 20+ years of experience traveling with the Army, I have consistently utilized luggage from various companies without encountering similar issues. Avoid this place! Amazon, Costco, and Walmart typically offer competitive pricing and comprehensive warranty options.
• NW

  Nick Walton

  Mar 10, 2024
  1.0
  I have been traveling every week for a month now. I have two suitcases with wheel problems and this week my wife and kids are going on a cruise. Meanwhile I have to go on another work trip. I tried to go into the store 10 minutes till closing, knowing what I wanted, however the lady working inside decided to lock up early. I know working retail is hard I did it for eight years. I’m sure she was tired and looking forward to getting off of her feet. That said, I also know as a sales manager that, even when you don’t want to do it, you put a smile on your face and you do what’s right for the customer. I don’t know that I will ever shop here again.
• DG

  David Goldman

  Feb 13, 2023
  1.0
  Sales person wouldn’t honor price on the merchandise. Said it was an old price. Also said the company wouldn’t honor the warranty on any bag purchased from Amazon.

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