"Was in the need for luggage for a vacation coming up. I shopped the site and had a few pieces in mind but didn't know which to get so I called Luggage Factory's Customer Service for help. I got a CS representative who really knew their luggage and also was able to help me by reminding me of additional items I may need for my destination like travel adapters so I could use my electronics overseas which it never crossed my mind to think of. With some help, I was able to choose the best possible luggage to meet my requirements, & it also happened to be on sale saving me a ton of money, plus got free shipping and I had my 4 suitcases at my door in 4 days even though I'm on the other side of the country from them. Highly recommended!!!"
"The Image they've got here is all wrong, these guys are awesome and not sure who these other folks are but they're obviously not customers, Meg Ryan is great and the customer service at Luggagefactory was very nice indeed. "
"My opinion - DO NOT BUY FROM HERE! Terrible customer service, miserable unhelpful staff, and no interest in customer satisfaction. Prices are no better than online retailers who have actual return policies. In fact, you can get 15% off of orders through jet.com right now and end up saving vs. luggage factory or eBags is offering up to 25% off a first order. Also, if you sign up for ebates you can get 14% cash back on eBags today (2/14/17) and 3% at JET. Makes you wonder why you should buy something from some warehouse in NJ that has no interest in ensuring customer satisfaction when you get the same product at a lower price from a retailer that wants to make sure you're happy with your purchase and is willing to stand behind it!"
"I ordered a Tommy Hilfiger suitcase for Christmas on Dec. 13. The write up said it usually ships in 4-5 days. A week later my order still said it was "processing" so I emailed customer service. Didn't get an answer for two days. No one answers the phone or responds to email except from 9-5 on weekdays. When I got through on Dec. 23 they assured me it would be shipped soon. They were closed on Monday Dec. 26. I looked on their website Dec. 28, and the item was listed as out of stock. They never informed me. When I called to cancel, they acted as if that would be difficult even though it still hasn't shipped. If they would have kept me informed about the problem, or acted sorry for the delay, I would not have wanted to write this very bad review. I'll never shop there again. "
"Don't think twice about ordering online from luggagefactory.com! They are just GREAT .. and their Customer Service is even better! How do I know? Because I goofed up and they without a blink of the eye they corrected my error without a single penny cost to me!
Story? I LOVE the Travelpro Marquis 25" luggage but got tired of the folded travel wrinkles with my 6'1 husband's clothes. I ordered the same luggage in the 29" size from luggagefactory.com AFTER carefully reading reviews online about them. Received the 2 pieces of luggage .. they looked HUGE in the boxes.. I called my travel agent .. was told in the USA I probably would get away with the 60" total size .. BUT in Europe they LOVE to add the wheels and handle to charge $175 oversize charge!
I then called luggagefactory.com Customer Service .. explained the situation. WOW!! Without a blink of an eye I was told they were emailing me FREE OF CHARGE FedEx labels to return the two pieces of luggage that I HAD MADE THE MISTAKE ON! Now can you beat that! They are just a great company to buy from .. they have created a loyal customer in me! Purchase from them without a care!
"
" I've been looking for lightweight luggage at an affordable price for some time now, and while the wife and I were in Bed Bath and Beyond shopping for household items, we came across a few different Samsonite products on display. We took photos of the tags of the bags that we liked and headed home to do some research.
The Samsonite Nightlight 25" spinner is what we decided on, so the online comparison began. Bed Bath and Beyond had the bags on sale for $191.99 each, but we have a stack of 20% off coupons in a pile. figuring in the 20% off, then adding tax, we figured out it was a better deal than going through Samsonite.com, eve though the website was offering a 30% discount plus free shipping. Bed Bath and Beyond would have saved us about $50. ($490 compared to $540).
Then I found LuggageFactory.com... Free shipping, no tax and price match guarantee. Free Shipping, awesome... No tax, awesome... Price match - didn't need it. Lowest price online that I could find at $143.99 each. Looking at reviews of the company, I saw that some customers complained about backordered items and lousy customer service. I did see that the exact same item was backordered on a few other websites, so I called customer service.
The wait time was under three minutes and I was greeted by a very welcoming Women. I wanted to make sure that they had three of the same bags in stock, and within two minutes, she confirmed that they had more than three in stock. So, I ordered them on 4-12-16, mid afternoon. All three bags arrived on 4-14-16 around 3pm. They well well packaged, brand new and unblemished. I would absolutely purchase from LuggageFactory.com again, however, my last set of luggage lasted over twenty years, so I don't know if I will have a need to.
Brian Shay - Somers, NY"
"After extensive research I have settled on a Knomo bag for my upcoming trip. Instead of ordering it from eBags or Amazon (like I should have), I decided to save a few bucks and order it from the LuggageFactory.com more than a week before my trip.
Before placing the order, I've emailed them to confirm the bag would arrive on time. They have assured me I should have it within 2-3 days, since it is shipping from California. Great, I had 8 days to go. And just to confirm, I called their 800 number to ask the same question, received same estimate.
Fast forward one week, of course it didn't come. When I called them day before my trip, they said it didn't even ship "due to some error." They offered to have it delivered within 2 days, which would be too late. Even though they had it in stock and could have shipped it overnight to fix their mistake, they refused since it was past their shipping cut-off time. It was only 1pm! I could've scheduled a Fedex pick up from them for another 4 hours.
Anyways, Luggage Factory is a terrible and irresponsible business. Stick to more respected stores, if you want your stuff on time."
"I've purchased two items from luggagefactory.com in the past month. Both came in no time. One was missing a small article--a single email to customer service, problem solved. I plan on purchasing from this company again."
"Ordered a piece of Black Luggage yesterday about 3PM. After that I decided that I would have rather had Grey. I spent some time looking at the "best color" of luggage. Don't know why I saw those pages today rather than when I was making my decision. Anyway I sent an E-mail later tester and called this AM thinking that maybe I really needed to based on some of these negative views. Actually my contact was very helpful and was willing to check to see if it had shipped. It had not and they also had the Grey in stock and it did not need to ship from the MFG. Just know I got an E-mail that it had shipped! How great is that! I really think that some of these reviews may be posted by their competetors. Any way so far I am a happy customer! "
"Nasty customer service, poor communication on order status. Promised delivery -- didn't even have the courtesy to let me know they cancelled the order. Told Dionna (if this is a supervisor -- run) this was a gift for my daughter's birthday --ordered way in advance. Apparently an email (which went to spam) entitled order # ONLY) was a verification for a different ship to address. I asked why it was not marked as important or had an appropriate subject to let the customer know more information was required -- she said that it is for safety. I have been teaching computers for years -- and this certainly would not keep a customer safe -- actually it would enable an expedited response from the customer. As I read other reviews, apparently they can't meet their shipping promises so they make up excuses. E-bags -- much more reliable and while my daughter doesn't have the luggage for her birthday, I know that I am working with a reputable company.
I am still in shock over this unprofessional service that was provided and will continue to blog about this company so the next person doesn't fall prey to their poor business practices that should be investigated. Next Yelp & facebook."
"Be very careful when you order from this company!!!!. I placed my order and will not have it for over a month and what's worse is that I had to call them to find out where my order was. No one communicated to me that they did not have my order in stock. Yep... Back ordered for over a month! So much for good customer service. "
"Was a bit wary of some of the review, but I have to say, they performed flawlessly for me. Ordered on Monday night, received shipping info the next afternoon and I am looking at my brand-new Heys suitcase right now on Friday afternoon, with Free Shipping to boot - that's outstanding in my book. Best price on the web (believe me I looked) and stellar customer service. I am satisfied and I will shop here again."
"First purchase from Luggage Factory. Did a lot of shopping comparisons for Samsonite luggage. Went to factory stores, web sites to find the style we wanted. Found best price for Silhouette Sphere on line at Luggage Factory.
Read reviews and found the typical mix. Most complaints were for close out items and lack of customer support. Since the items we were looking for are the current model we decided to buy. The online experience was good. No problems finding what we wanted and the colors we needed. All current models were available. We bought two sets of 25" and 21" Silhouette Sphere in black and indigo blue.
We received an email confirmation on the order within minutes and tracking information within hours. FedEx tracking is nice because of the projected delivery date. Don't appreciate FedEx for leaving the items on the front step (two large boxes in plain view) but because of the notifications on the delivery I was able to get home and secure the packages before someone was tempted.
Bags were nested together in two boxes. Packing was minimal, but its was good because they will be treated a lot more roughly that this shipping on the first flight.
My experience was very good. I would shop here again. The products were as advertised and in great condition. Purchased on 8/15/14 and received on 8/21/14."
"I am leaving for Costa Rica next Monday and will be gone most of the month of November. I went up in the attic to retrieve the piece of luggage I generally would use, and determined it was too small. WOW ... I needed a new piece of luggage and I needed it FAST! I shopped online and decided that a Travel Pro Crew 9 26" Rollaboard Suiter was perfect for my needs, and found that the very best price was offered by Luggage Factory. However, based on the two previous reviews, I was very reluctant to place an order, fearing that the luggage might not arrive on time, or that there would be other logistical hassles. I then went shopping, seeking other reviews of the Luggage Factory and found some very favorable postings. In fact, Amazon gave Luggage Factory a 4.9 out of 5 vendor rating. After some deliberation, I decided, "What the heck," and took the gamble, and placed my order with Luggage Factory.
I placed my order on Tuesday evening, October 22, 2013, and immediately got an email confirmation of my order. The next day, I started worrying that the luggage might not arrive on time, so I called their customer service number and spoke with Adam. He looked up my order and informed me that the Travel Pro Crew 9 26" Rollaboard Suiter I had ordered was in stock at their store and would, most likely, arrive at my house in 2 to 3 days. Within in an hour after my conversation with Adam, I received a FedX tracking number via email.
On Friday, October 25, 2013, 3 days after placing my order, FedX delivered my new luggage! I was VERY pleased and VERY relieved. The luggage was packaged very nicely for shipment and, upon opening, was new, fresh, and everything I expected.
I'm sorry the other 2 posters had difficulty with their order. I think the difference in shipping times has to do with whether or not Luggage Factory ships from their store, or drop-ships an item from the manufacturer. It would seem, at least to me, that the Luggage Factory would have little control over how quickly the manufacturer responds to their request to fill an order, but you would think that the manufacturer would make every effort to honor a vendor's order and get it out as quickly as possible. I don't know ... I guess I'm thinking out loud here.
Nevertheless, just to sum things up, I am VERY pleased with my ordering experience from the Luggage Factory, would recommend them to my friends and family, and would most certainly order from them again, without hesitation."
"This store offers lowest price guarantee, plus a discount of 5% if you can find it elsewhere at a lower price than they have. I found an Eagle Creek Tarmac 22 at REI for $199.99, luggage factory's price was $285. I place my order with luggage factory and requested the lowest price as advertised. I received a response from luggage factory saying they were totally out of stock on the luggage in all colors. Interesting that I was still able to place an order for this item at the full price on their web site. False advertising!!"