Samsonite Company Store - Woodbury Common Premium Outlets

Reviews

• UA

  Ugur Axal

  Sep 4, 2026
  5.0
  The store manager was incredibly helpful, despite our son’s rather challenging requests. He took the time to understand our needs and was very solution-oriented, doing his best to accommodate all of our requests. We truly appreciate his kindness, patience, and excellent service. We will definitely visit again on our next trip.
• MH

  M H

  Aug 13, 2026
  1.0
  ⭐ ONE STAR — STORE REFUSED TO HONOR ITS OWN WRITTEN POLICY One of the worst customer-service experiences I have ever had in a retail store. I purchased two Samsonite suitcases at this store last week. After getting them home, I realized they were simply too oversized for our travel needs. Both suitcases remain completely unused, with all original tags still attached and in the same condition as when purchased. I went back to the store intending to exchange them for smaller, MORE EXPENSIVE Samsonite suitcases and pay the difference. I was not asking for a refund. I was actually trying to spend more money in their store. I did not have the original paper receipt, but I had my credit-card record showing the purchase, including the exact date and time of the transaction, so the store could easily verify it. The salesman and manager refused to exchange the suitcases, claiming that their “store policy” requires the original receipt. Here is the unbelievable part: that is NOT what their own written policy says. We actually read the written policy together. The language requiring the original receipt specifically applies to a return/refund. It does NOT state that an original receipt is required merely to exchange unused, tagged merchandise. I pointed this out directly to the employees. They acknowledged what the written language said but continued telling me that their actual “store policy” was different. So apparently customers are expected to follow an unwritten verbal policy that contradicts or adds restrictions to the policy Samsonite actually provides in writing. That is completely unacceptable. These were two suitcases purchased only last week. They are unused and still tagged. I can document exactly when and where they were purchased. I wasn’t asking Samsonite to give me money back. I wanted to exchange them for MORE EXPENSIVE Samsonite luggage and PAY THE DIFFERENCE. Yet even after I showed them that their stated restriction was not contained in the written exchange policy, the manager still refused to help. If Samsonite requires an original paper receipt for exchanges, then put that requirement clearly in writing. A store should not provide customers with a written policy and then refuse an exchange based upon an additional “store policy” that isn’t disclosed there. I have the credit-card record, exact date and time of purchase, and both unused suitcases with their original tags. Samsonite can easily verify this transaction. Refusing even an exchange under these circumstances—and refusing to honor the policy as it is actually written—is absolutely terrible customer service. I went into the store prepared to spend MORE money on two upgraded Samsonite suitcases. Instead, they lost a customer. One star
• CT

  Chungtak Taing

  Jul 30, 2026
  1.0
  Bad experience and rude store manager. We bought the luggage, the store manager was so rude and racist towards Asian customers. What is this discrimination? His name is Ronnie. Totally bad experience.
• KF

  Kelly Field

  Jul 28, 2026
  5.0
  I had the most amazing customer service with this store/the repair team. They really helped me out. When it came to sending off my suitcase/getting it repaired/getting it back in the mail, all of this was a very quick process! Samsonite was great about honoring the 10-year warranty and everything went smoothly. Thank you, Samsonite!
• PP

  P (Patrick)

  Jul 27, 2026
  1.0
  Canceled my order for no reason and wanted 80$ more