Shop Reviews

Flew in to Singapore and found out my suitcase was broken and I was only transiting through for just over a day. I dealt with May who helped arrange for a repair through Samsonite Aftersales Service but also was very helpful at suggesting which suitcase get as a replacement. Whilst I am now questioning the quality of the bags (not the first time something like this has happened, May was very helpful and great to deal with!

I recently purchased a Samsonite luggage on its website and it was the wrong size, After waiting for about a week and having to complete a return form, I was informed that an exchange is not possible and that I would have to cancel the order, make arrangements for a pick up and pay $13.90 and wait a month for the refund on my credit card. When the pick up was finally arranged, I realised I could not print the label because my printer was broken and I was informed by the unhelpful customer service assistant (via email correspondences) that there was "nothing they can do to help" as printing of the label is a requirement by the courier co. No other options nor offer to help was made. This is such poor customer service and against the return policy, and also very disappointing for a reputable premium brand like Samsonite. Samsonite needs to review and improve its customer service and I do not recommend buying a Samsonite luggage on its ecommerce platform.

Went to samsonite at ION orchard and did not expect this incredible experience. May was amazing. She explained patiently to all my questions and informative.

Great service provided by Siew Ling who was friendly and patient with me when showing me different models of luggages. The one I bought first had a slight dent on it and I had called her and she offered me an exchange without questions. Thank you!

On 17th Dec, Monday, 4pm. I was at the shop looking at the bags. The 2 shop assistants were there doing their own stuff. They did not attend to me. It's not like I walk in for a few seconds and walk out. I was there for a few minutes, there are no other customers in the shop. Very disappointed. Was looking forward to get a new backpack at samsonite, expecting good service from such a premium brand. But now I have to look for alternative. Pls check your camera to verify this and review your customer service level!

Shop is closed. Not sure if it’s under renovation or permanently closed.

Shopped there over the weekend after dinner as i had an expiring voucher. Siew Ling who was working there alone was able to assist me and give me great advice despite the fact that there were a group of people in the shop as well.

Thank you for the Service. Love the samsonite RED bag and look forward to get the trolley

Giving a 5 star review due to the exceptional customer service provided by Ms. Mei/May and her team. I had just landed in Singapore, and my lock would not open. Tired and with a bag full of stuff, I dashed to the Orchard store on a Sunday evening. Ms. Mei tried helping me, but it needed technical attention. She then asked me to head to the Samsonite service centre, and I took off, hoping to get there before 6 pm. As I got off the lift, I saw Ms. Mei is running at me and saying that the centre is not open on Sundays. They made a mistake, but they owned up and went out of the way to avoid making me go all the way to the service centre. She very kindly tried me to help me again, and when there was no solution, I asked her to break open the bag. She did her best to minimise damage and ensure it could be repaired again. She did not even take a single penny from me. I am grateful and thankful to her and the team. Keep it up!

Siew Ling was awesome and gave us great recommendations and advice on our purchase. Thank you very much!