Travelers Club Luggage Inc

Review: Good morning, I would like to formerly file a complaint against Travelers Club. 18 inch luggage tote piece was purchased at ATL Airport on an emergency need and cost $64.46 with tax included. The luggage item purchased "guarantees merchandise for a full 5 years from the date of the purchase." However, it was less than 30 days when I started experiencing defects in the material. I have attempted numerous time to contact business (over 20 phone calls), left voicemails, visited their website and submitted customer service forms, attached pictures as proof of defect but none one of my attempts have been successful. Til this day, business has never attempted to contact me via email, phone or mail to try to resolve issue. I find no other alternative but to file a formal complaint.Desired Settlement: My position has always been to request a replacement. However, Travelers Club has conducted itself in an unprofessional, unacceptable way. At this time, I would like to request full refund.

Business

Response:

Dear Mr/Ms [redacted],

Thank you for taking the time to contact us with regard to your luggage. Pease be assured that Travelers Club Luggage strives for consistently high quality in the design and workmanship of every product manufactured for our domestic and international travelers, and we make every effort to service our valued customers in a timely manner.

We apologize that we did not receive your telephone calls nor did we receive your Consumer Website Inquiry when you first attempted to contact us. We have been experiencing routing difficulties with our telephone voice mail system; and often, if photos have been attached to a web inquiry, that transmission becomes undeliverable due to incompatible formatting. Although we continuously strive to improve upon and resolve these technology difficulties; it appears that we still have work to do and again we apologize. Additionally, I personally; only received your Revdex.com Complaint via my supervisor yesterday, Thursday, May 29, and I would like to be of service to you if I may.

Mr/Ms [redacted], unfortunately, because we are not the point-of-purchase retailer and we do not have a resale license, we are unable to provide you with a refund as per your request. However, as your complaint mentions, your item carries a 5-Year Warranty and you are eligible for a warranty replacement at any time within this five year time period. If you would like to proceed with a warranty replacement, please provide us with the following information and we will proceed with the warranty replacement process:

§ An email/letter with a brief explanation of the damage and how it occurred which includes your full name, telephone number, and a street address. Please note, we are unable to ship to a PO Box or an APO address; or beyond continental U.S. borders. {Mr/Ms [redacted], we can use your complaint statement as your letter of explanation and we note your ship to address is: [redacted].}

§ Proof of purchase (a copy of your On-Line Order, Receipt, or Debit/Credit Card Statement).

§ A description of the Item (number, size, color) or a copy of both sides of the Item Tag.

§ If possible, please send photographs of the damaged Item.

§ A check/money order in the amount of $15.00, drawn on a U.S. Bank, (payable to Travelers Club Luggage) to cover shipping and handling expenses. (A Credit Card Authorization form is attached for your convenience.) {Mr/Ms [redacted], we have waived this fee due to the inconvenience you have experienced in trying to contact us.}

· It is not necessary to return the damaged item to us. If you will cut/remove a small piece (approximately 3”x3”) from the front of the item, which includes our Travelers Club Logo and the surrounding fabric, and send this with the above information to the address below, we will do everything that we can to provide you with exact or a similar replacement product as soon as possible. {Mr/Ms [redacted], as your item has no front logo, we have waived the logo-removal requirement; however, please us a photograph(s) of the damage to your item. Additionally, we have none of your original item remaining in our warehouse. We can offer you a very similar and comparable item should you choose to go forward with a warranty replacement.}

Mr/Ms [redacted], again we apologize for any inconvenience we may have caused you. If you will provide us with a copy of your receipt and photographs of the nature of the damage/defect, perhaps we can intervene with the retailer on your behalf as your complaint did not state whether you had attempted to return to the retailer for a replacement, refund, exchange, or credit in early September when you first noticed the damage.

Please note, my direct Customer Service contact information is below and I frequently receive email attachments without issue. Thank you and I look forward to hearing from you soon.

Sincerely,

Customer Service

Travelers Club Luggage