Great experience & what a great hire Samsonite did with the 2 sale associates... wonderful

The handle of my beloved carry-on broke on my last trip. I took it into the store on Saturday, was greeted by a helpful and friendly person who quickly processed the repair for me. I received emails confirming the repair by the time I made it home, and on Tuesday, I received an email that it had arrived at the repair site and a few hour later that the repair was completed and the luggage on its way back to me. Unbelievable service all round. Will 100% buy Samsonite from now on.

I absolutely love our Hartman R7 luggage. Derek has been wonderful. I would highly recommend this particular store and this particular brand.

Awesome outlet to buy Samsonite products...very friendly and knowledge staff...quick service.

Over the years I have bought three leather luggage from Hartmann. One of them I bought from their outlet store in Florida on Dec 26, 2007. I have always felt strong about the brand and their customer service from my friends experience until I had my first ever issue with the pull handle on the 22 all leather pull behind carry on. I had my assistant call them to get instructions. After being bounced around for 2 hours, she was frustrated and asked me to handle it. She was transferred to Samsonite who is the new owner of Hartmann. The luggage came with materials inside of it that read lifetime warrantySo I called and they sent me a boiler plate note from Jeffrey Monroe (Customer Relations Representative). The note asked that I provide proof of purchase. I made a copy of the receipt and sent it to him. Another replay said that I needed to send this to a repair center. I called the closest repair center to me (about 110 miles away) in Chicago. The owner of the shop said that since Samsonite bought this brand they no longer take care of broken items. In my case all I have that has broken in a plastic piece that is at the end of the handle. Looks like a .$50 part. About the size of a dime. The luggage repair center told me it would cost $110 to repair it and the repair would make the handle stay in open position at all times because Samsonite no longer makes repair parts for the Hartman luggage pieces.At this point I had already spent 3 hours of my time, so I called Samsonite Customer Service line again. They took my name and phone number and asked that I submit pictures of the problem and again provide proof of purchase. I took several pictures and sent it all to them via email they gave me.Four days later some lady called me from a BLOCKED number. I normally dont take blocked calls, but I did this one. So it was the same lady I had talked to. She said that my luggage part is not available, apologized and end of story. So now I have this $700 luggage that is basically useless (you van not drag it behind you because the handle does not pull out). Terrible customer service for such an expensive luggage and needless to say I will NEVER buy Hartmann or Samsonite and will spread the word around. Hartmann used to stand for quality- but apparently Samsonite does not believe in that. I am in marketing myself and I wonder why would a powerful brand name be purchased by a company and its reputation be exposed to such poor practices. There are other powerful brands out there in luggage (Rimowa is one that I own one piece from).

Excellent staff and creative luggage.

Phone number was a fax number@&$&@@&