Travelpro Tracking Order Status

Being able to communicate with a human being made all the difference to me. It turned routine communication into a real customer experience. Thank you Margaret Donohue and all the customer care team for that!

After about 5 trips one of the bolts on my TravelPro Platinum Elite case fell off (shouldn’t have happened) and the process to submit a warranty claim and request a spare part is deliberately hard (multiple, hard to find numbers (even though I bought the case on their site and there’s a clear record of what I bought. After filling out their cumbersome form, I did not receive a response in the promised 2-3 business days (why it would take this long I have no idea) and customer services hours are limited to Eastern US times, which doesn’t work very well if you work or live somewhere other than east US). While a very nice, sympathetic customer service agent tried to help she was not empowered to do anything other than make you fill out another form that puts me back into the loop of waiting for them to respond. This luggage is very expensive, shouldn’t have broken so quickly in the first place, and it shouldn’t be this hard to replace a bolt - I don’t want a replacement and am willing to replace myself. Interestingly, i am not able to submit a review on their website for their luggage even though they have customer reviews (makes me think those aren’t even real). Don’t buy this luggage, at the prices being charged there are other better options out there that undoubtedly look after their customers better. I am so disappointed.

I have no issue with the luggage quality however I do think their customer service support is very lacking with communication and follow through and I will never purchase from them again or recommend them to anyone because of how much I dislike their customer service

Updated: they finally sent me a new one - after trying to get me to drive 30 min to their warehouse to get it inspected. Why would a customer need to go to you for a faulty product you produced? And also, your customers shouldn't have to post in a public forum to get a response 2+ months later. Do better as a business. Old: Warranty is a lie. Zero customer service. My luggage broke after my second trip using it. Submitted a warranty and got zero response - it’s been 2+ months. Sent 2 follow ups - still nothing, no reply at all. Their site is cover with lies - from “industry leading durability” to “lifetime warranty”. Their luggages are cheap and breaks easily (never even checked them, always carry on). Your customer service is non-existent - who’s going to even process said warranty? What a joke.

I have a travel pro roller bag that I am trying to get replacement wheels. I call the customer service number and they say report it online. I go online but not a section to ask question about an older bag. Left a message asking about replacement wheels and no one responds. I am not looking for free wheels just want to know what to replace it with. Need replacement wheels for style - TP598701 P/O# 10061271 Send me an address and I will send my email address, prefer not to post