24/7 International

Review: I have a piece of luggage that is still under warranty. The bag has been falling apart. I followed all directions to have my bag replaced. I've sent emails with all requested photos on 1/4/2015 and 1/12/2015 and have still not heard back from the company.Desired Settlement: I would like a replacement bag.

Business

Response:

HiI just reached out to customer in hope to resolve her issue with her bag.Thanks[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I received a letter in the mail today stating that my complaint has been closed since I have not responded to any correspondence. I have never been contacted regarding this complaint prior to receiving this letter by Revdex.com or the company in the complaint. Please do not close my complaint. It has not been resolved. please use this email address for any future correspondence.

Review: On June 17, 2015 I purchased a piece of [redacted] luggage. On June 20, 2015 I used that luggage on a flight, and when I arrived at my destination, the seam of the luggage was torn. I reported it to the airline but they say they are not responsible. The 5 year warranty states it does not cover damage by a common carrier. Where does that leave the consumer? I feel I should be compensated in some way, as something that new should last for more than one trip. The cost of the bag was $53.63. Is there a way I can be reimbursed for this by the [redacted] company?Desired Settlement: Reimbursement for $53.63.

Business

Response:

Hi, Here is the [redacted] tracking# for the replacement of Mrs. [redacted]’s bag [redacted] Thanks Eric

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I had bought a [redacted] wheeled multi-packer (32" Rolling Duffel Bag in Lime) back in September from [redacted], an online store. I first corresponded with [redacted] for my issue, but they told me I would have to deal with the product's company itself. I had used my duffel bag for the first time in February to go to Puerto Rico as a check-in luggage. When I picked it up at baggage claim, one of the wheels was already broken. I can understand if this happened after several trips, but it was already broken before my vacation even started. By the end of the trip, the wheel had come off entirely, and now there is a hole where my clothes can stick out. This cannot be blamed on the airline since they handle vast amounts of luggage every day. The luggage should be more durable/made with better quality if it is supposed to be used for travel, especially since the size is too large to be used as a carry-on. The wheel should not have broken off and left a gaping hole after just one use. I emailed 24-7 International with all the information and pictures that were requested, and after a delay, I received a reply saying that an order has been put for a new wheel. I replied asking if I should send in my luggage so that the wheel can be installed again and informed them that I still have the wheel that broke off. The piece that the wheel would be attached to on the luggage was what needed repair. I didn't hear anything for 2 weeks, so I emailed again. It's been a month now, so I called them, but their number has been disconnected, which is suspicious. The luggage is still under warranty, but it seems as if they are delaying so that the warranty will expire and they won't have to deal with it.Desired Settlement: I would either like a refund for the luggage or a replacement.

Business

Response:

The replacement was shipped out to her on 4/30. Tracking is [redacted] shipped out via [redacted] Thanks Eric

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted]. The business's response is false in that the bag was actually shipped out on 5/6/15 rather than 4/30/15. I had to continuously follow up with them to have them actually send it to me. However, I have since received the bag and find that this resolution is satisfactory to me.

Regards,

Review: We purchased 2 Oleg Cassini 28" Expandable uprights from [redacted]'s in Paramus, NJ on January 16, 2013. They have been used twice. On our recent trip, we were rolling one of the bags in the airport and a wheel entirely snapped off of one bag and the side handle came off of the other one when we tried to lift the bag out of the car . We would like the luggage repaired or replaced as per the warranty of 5 years on defects.

We sent all of the information requested by the auto response email to 24/7 on January 24, 2014; this included photos of the damage, copies of the the warranty tags, serial numbers and copies of the original register receipts from [redacted]'s. There was no response from 24/7. A follow up email with the details was sent again on February 18, 2014. No response. I sent another email on February 27, 2014 referencing the other emails (and with alternative email addresses) giving a timeline for 5 business days to respond - otherwise I was going to submit the complaint to the Revdex.com. No response. I waited 10 business days (today is March 10) to file the complaint.Desired Settlement: I would like the original luggage repaired or replaced. I will accept a like replacement of the same size suitcases with the same features. If 24/7 cannot honor the warranty, I would like a refund for the original purchase price.