Saibal S.
Google
This is a review of the quality as well as the lack of keeping their so called lifetime warranty. I expected high quality and when the product fails, I expect them to repair or replace the product. After having purchased nearly ten bags from this brand, here are some of my experiences and I absolutely recommend against buying any of their products!
Couple of months back, I noticed that my expensive Simpatico 21” international expandable carryon had a big crack in the top cover (see attached photo). I called customer service while in Italy and shared my photos with them. The agent claimed that they can’t do anything until I return to USA and ship the suitcase to them on my own cost. I returned on 5th Feb & shipped it to them on 6th. And I had told them that my next travel is in three weeks. They slept on it for two weeks and then informed me by email that it cannot be repaired and they are offering $450 credit (for a suitcase that costs 649 plus taxes) or give one of the samples from their stores, but they didn’t have any in the stores. I refused to accept the credit. Next email, they informed me that they have a 22” domestic carryon from their samples, which I refused as that model is not permitted on many airlines. Next day, they said that they found a sample, different color, which didn’t bother me and they are going to ship it to me to reach before my departure date. Two days passed and when I didn’t receive a shipping notification, I enquired and they said it will be shipped that day. I am leaving on my travel tonight and Fedex says it will be delivered tomorrow!
Would you buy any product from a brand who doesn’t stand behind their warranty terms? This is one of their current products, not an obsolete one. I learned about their vaunted warranty terms from a frequent flyer forum and I need to educate them as well.
A year back, the pull handle broke while in Paris. And about nine years back, the top cracked in another Simpatico (non expandable one). I am done with this brand for its quality and lack of customer service.
