Samsonite Company Store - Great Mall

Reviews

• JJ

  J

  Jun 28, 2026
  1.0
  I had a very disappointing experience at the Samsonite store in the Great Mall in Milpitas. I drove over an hour with my young kids specifically to have my luggage repaired under Samsonite’s warranty. The issue I needed repaired was the zipper, but the store refused to accept the luggage because it also had a crack. What made this especially frustrating is that I’ve had this same luggage repaired under warranty at a Samsonite location in Orlando without any issues. David, the employee who helped me, repeatedly told me he had to follow the policy and that he’d been doing so for 15 years. However, what didn’t make sense was that he also suggested I try the Livermore location because “they’ll take it.” If this were truly a company-wide policy, why would another Samsonite location supposedly accept the exact same warranty claim? The most frustrating please wasn’t even the denial. it was that I spent over an hour driving with small children, only to leave empty-handed. There was no attempt to offer an alternative solution or any consideration for the inconvenience. I’m still planning to contact Samsonite customer service because I believe the warranty should be applied consistently. I hope this experience reflects only this location and not Samsonite as a whole. If you’re considering this store for warranty service, be aware that your experience may depend on the location you visit.
• YH

  Yu Harry

  Jun 15, 2026
  1.0
  Drop off a wheel broken one to repair with all paperwork ready online. 12:40 arrive door closed wait until 1:35 with couple other fellows the owner still not show up, no sign , no answer phone call. The location should be closed since nobody working there anyway
• CW

  Crazy Wang

  Jun 15, 2026
  1.0
  it’s always closed during lunch time from 12pm to 2pm without any sign for the reason why it’s closed! I am suffering many times and lots of inconvenience to complain!
• PI

  Philamer Ignacio

  May 18, 2026
  5.0
  sales agent very patient
• CC

  Chen Chen

  May 9, 2026
  1.0
  I brought my luggage to this store to ask about a repair. On the phone, they told me they would help check whether it was still under warranty. But when I went to the store, the staff rushed through the process and skipped the warranty check step and the step where I could upload my receipt to prove the purchase date. Because of that, my repair was marked as out of warranty and the staff cannot help me update my repair request. Overall, the information I got over the phone was different from what happened in the store, and I felt the service was careless and unhelpful. I would not recommend this location.

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