American Flyer

Review: I PURCHASED AMERICAN FLYER LUGGAGE IN DEC '12. IN SEPT '14 I EMAILED CUST SERV CONCERNING MY BROKEN STRAP ON MY LUGGAGE. I NEVER RECEIVED A RESPONSE. I EMAILED CUST SERV ON 4-6-15, 4-7-15, 4-8-15 & 4-13-15 & STILL DID NOT RECEIVE A RESPONSE. I CALLED ON 4-17-15 & SPOKE WITH DANA. DANA ADVISED THEY SENT ME AN EMAIL BUT I NEVER RECEIVED THE EMAIL. SHE REQUESTED INFOR FROM ME WHICH I PROVIDED & I ASKED THAT SHE SEND THE INFOR THAT SHE WAS REQUESTING IN AN EMAIL. THE INFORMATION WAS NEVER RECEIVED. I EMAILED DANA THE INFOR THAT WAS REQUESTED & I NEVER HEARD BACK FROM HER. WHEN WE LAST SPOKE SHE CLAIMED THE EMAILS THAT SHE WAS ATTEMPTING TO SEND ME WERE NOT GOING THROUGH. I EMAILED HER FROM TWO DIFFERENT EMAIL ACCOUNTS & SHE WAS UNABLE TO RECEIVE MY EMAIL. SHE ADVISED SINCE THE INFORMATION WAS NOT GOING THROUGH BY EMAIL SHE WOULD MAIL THE INFOR TO ME. I HAVE NOT RECEIVED ANYHTING FROM DANA. I HAVE CALLED DANA & ACCORDING TO JUSTINE DANA IS NEVER IN OR AVAILABLE . I HAVE LEFT MESSAGES & STILL NO RESPONSE FROM DANA. I CALLED ON 5-4-15 & ASKED FOR DANA & THE PERSON THAT CAME ON THE PHONE CLAIMED HER NAME WAS DIANNE. DIANNE WAS TO CALL ME BACK AND I HAVE YET TO HEAR FROM DANA OR DIANNE. I CALLED ON TODAY & AGAIN ASKED FOR DANA BUT SHE WAS NOT IN. I ASKED TO SPEAK WITH THE PRES & I WAS INFORMED HE WAS NOT IN BUT I COULD LEAVE A VOICE MAIL. I ASKED JUSTINE IF THERE WAS AN EMAIL ADDRESS I COULD USE TO EMAIL THE PRES & I WAS INFORMED THERE WAS NOT.I ASKED JUSTINE IF THERE WAS ANYONE THERE I COULD SPEAK WITH & SHE STATED SHE WAS THE ONLY PERSON THERE.I ASKED FOR THE CITY& STATE THE BUSINESS WAS LOCATED IN & I INFORMED JUSTINE I WOULD BE CONTACTING THE Revdex.com. 30 MINUTES LATER A MALE CLAIMING HE WAS THE MANAGER CALLED ME. HE ADVISED I HAD LEFT HIM A MESSAGE. HE STATED HE WAS NOT THE PRES.I INFORMED HIM I LEFT A MESSAGE FOR THE PRES. JUSTINE INFORMED ME SHE HAD TRANSFERRED ME TO THE PRES. THE MALE CLAIMS HE HAS MY EMAILS. I ADVISED HIM IF HE HAS MY EMAILS RESPONSE TO THEM. PLEASE HELP!!!!Desired Settlement: AMERICAN FLYER SHOULD REPLACE MY LUGGAGE DUE TO RUN AROUND I HAVE RECEIVED. AT THIS POINT I DO NOT WANT TO PAY TO RETURN MY LUGGAGE FOR REPAIR. THIS HAS BEEN A NIGHTMARE DEALING WITH AMERICAN FLYER

Business

Response:

Hello, Thank you for expressing your concerns. We apologize for the delay in communication which has caused the processing postponement. Unfortunately this was due to the technical difficulties we have experienced in our attempt to respond to your submission. Regrettably, the shipping & handling charges cannot be waived according to our standard Warranty Policy as clearly stated in the Warranty Card. The total cost for shipping & handling has come to the total amount of $30.00 for the 85628 MRED American Flyer Budapest 28" Spinner Luggage Metallic Red and 85625 MRED American Flyer Budapest 25" Spinner Luggage Metallic Red. Your payment must be received no later than 06/05/2015. Please complete, and sign the attached credit card authorization form to provide us with your payment information as soon as possible. Please either scan and email the completed form to[redacted] or fax to [redacted] You may refer to this number: SC#[redacted] when calling in and referencing your case. Please allow 1-3 business days for your payment to be processed. Once the payment has been cleared, we will send you notification and tracking information for your replacement. If you'd like to speak regarding this matter, please call. You will be directed to the VP of LongLat, Inc., parent company of American Flyer, whom will then be able to assist you further with all of your concerns. Thank you in advance, for your time and consideration. Have a wonderful day and please don’t hesitate to contact us anytime, we are always glad to help! Sincerely, Justina Y[redacted] Customer Service Representative

Review: I purchased a 5 piece American Flyer luggage set from [redacted] on September 23, 2015 for my daughter. On the first use both handles came apart from the luggage. I contacted [redacted] and they informed me that it would be handled by the warranty of the manufacturer, American Flyer or Longlat inc. I contacted them first on 10/26 and set them pictures along with my receipt and asked for a refund. I waited one month and heard nothing. I then phoned on November 24th and was informed that I would receive a phone call by the end of the day. I heard nothing. I then called again today and spoke with a woman named Dena who said I would receive a phone call by 4:00 EST from Justina. Again I heard nothing, so I called at 4:15 to speak with Justina. She informed me that they would not issue me a refund but would replace the two larger pieces of luggage at a cost to me of $77.00 for shipping. The original cost of the luggage was $138.00 plus $15.00 for shipping. This luggage is not suitable for travel and should not be sold. I wanted the Revdex.com to know that Longlat/American Flyer is an inferior product and that Longlat does not truly stand by their product. Additionally, their Customer Service department does not return phone calls and their charge to ship the new luggage pieces is not a good business practice. I will never shop with [redacted] and I will tell everyone I know not to purchase American Flyer luggage.Desired Settlement: I would like a refund but I would be willing to accept the two pieces of luggage shipped to me free or at the very least a reasonable price.