York, United Kingdom
19 St Nicholas Ave, Fulford
N/A
+441904631392
I just visited this store about 10 mins ago. All the staff were standing behind the till chatting and no one offered any help. I went to Antler and purchased my case from them as their service was second to none. They're cases also come with a 10 year warranty which is double Samsonite.
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I purchased a suitcase in March. On the second use in June the handle became stuck out. I returned the case to the store expecting to be able to exchange it as it is faulty. The gentleman in the store refused and said they would only repair it. I was not happy with this so asked for their customer care number. He said there wasn’t one and gave me an email address. I googled their customer care number and phoned from outside the store. The customer care lady confirmed that they were entitled to attempt one repair as it was more than 30 days old. First of all she wanted to charge me 14 for sending back but agreed to drop that charge. I was told I would get a call from their service centre in Maidenhead to arrange pick up. A week later after no call I phoned again. She chased and within minutes I received a call from a nice man named Giuseppe. He explained that they were a 3rd party repairer that Samsonite use and arranged collection. I have today had a call from Giuseppe to say that they don’t have parts to repair the retractable handle and have now referred it back to Samsonite! I await to hear what they intend to do about it now. When I bought the case it was a toss up between Antler and Samsonite, and even though the warantee was 5 years instead of 10 I went with Samsonite as I feast their name stood for quality. Well only 3months and one use into owning the case it has failed. This I can accept but the negativity and unbudging attitude will stop me spending there again. What a shame from such a well known international company.
Great store with some great product and prices. Friendly, helpful service.
Nice store and good prices
The manager is unfriendly and lazy
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