Samsonite - Suntec City

The store manager was rude and not customer friendly, I do understand the shop closing time was 9pm, if she had spared another 10-15 mins, I would have made a purchase but instead she kept asking the store associate to ask me if I am going to purchase or not and to tell me that they need to close the shop and i was told 2-3 times. Pathetic service. Please visit other outlets but avoid this outlet at Suntec City.

I recently purchased a bag, only to discover that the material was peeling at home. When I returned to the store 2 days after purchase, I was shocked to find that no form of refund or even store credit was allowed. The staff appeared unfamiliar with the refund process, asking us to go to the customer service center instead, which added to the frustration. In the end, I had to choose another bag—at a much higher price—and had to top up just to complete the exchange. This experience was very unexpected, especially from a brand of this standing. While I understand that the warranty may only cover zips, peeling material clearly falls under manufacturing defects. It's disappointing that such a basic issue isn't acknowledged or handled properly. This kind of defect should be the responsibility of the business, not the customer.

Visited the Suntec branch on 3 Nov. While I read some good reviews which were recent, it was a disappointing one for us. It was a last minute purchase, so we went straight to Suntec after dropping kids for school activities (thus, wasn't dressed for shopping purpose). Went into the shop and the 3 staff on duty were still chatting quite audibly, even after we roamed thru almost half the shop, trying to find what we needed. Thru personal lens, it was ok for us, but thru professional lens, ......as an internationally well-known brand, I've my opinions. Getting worse, when I asked about the 'freeform' collection, the staff did not know and said this might likely be an old model and the branch carried all new ranges, and if we desired an older range, the outlet branch would be more suitable for us... Well, trying to be objective....message content did make sense (though wondering whether freeform is an old model?) but more critically, attitude was not desirable. Ok, still accepted. We then explained that it was for kids and we didn't want anything too high range (actually, even for ourselves as we are not the type for high range). She pointed to the front area and said those were on discount and more suitable for us. Felt not comfortable with her attitude, but we still walked towards the front area, and she then pointed to one specific and said that it was the cheapest, only $199... Well, ok again with her, but said that the design was not something we like. We then tried to ask about something that seemed to look nice.. she replied that it was the newest range and highlighted it cost $800+ even for the medium size... More details but believed it was enough to justify my rating..... I've been using Samsonite, luggages and backpacks... And have never had such services. To settle our purchase, I quickly googled other brands, read up some reviews and eventually, we bought brand D-----. Yet to know if it was as good as Samsonite, but definitely not getting a service near what this branch provided. . . .

I saw 2 staffs today, the lady was rude and not customer friendly. She was kind of aggressive. Please don’t look down your customer. If they can’t afford it they won’t come your shop.

I had a problem with my tax refund because they typed wrongly my passport information and when I called the store to fix it the guy who took care of me was saying that one costumer doesn’t matter because they win thousands of dollars every year. Worst customer service in my life. Hope SAMSONITE takes responsibility about this employee, who’s name when I asked said as a joke Bruce Lee, making fun of a me again.