Luggage.com

After ordering a passport wallet from Luggage.com (which is actually staffed and managed by CSN, who runs over 200 online stores), I received it in a timely manner. I had paid for personalization, though, and the item arrived without the personalization. I was sent a return label and told by a manager that as soon as pickup of my return was processed they would send out the proper replacement. A week later, the product is still in transit back to the warehouse, and now Customer Service is telling me that their policy is to wait until the order is confirmed at the warehouse before shipping a replacement. This is an obvious flip-flop from what I had been told before, and means that the return process will take an extra week, at least. Overall, waiting 3+ weeks for a product that should have been properly delivered in 1 is unacceptable, especially when being mislead by managers as to the process. Will not buy from CSN-owned websites again.

HORRIBLE!!!!  Ordered an item on 08/31/09 and then a few days later was told it would be on backorder until 09/25/09. Then I recieved an email on 09/16/09 stating that they had cancelled my order to the item being put on backorder until January 2010!!  I was so upset to waste all my time on this.  I called them and they weren't apologetic at all and told me it would take 2-4 weeks for them to credit my bank account.  I was put on hold several times at 4 min. hold times each!  I told them they were going to credit my bank account immediatly and it took a few days for the credit to show.  After all that they tried to offer me a 10% discount...10%! haha I didn't want there measly 10% or their service!! They shouldn't sell a consumer an item they don't have! That is not good business practice. TOTALLY DISGUISTED! DO NOT BUY FROM LUGGAGE.COM!!!

I ordered a set of Samsonite Silhouette roller suitcases.  At no fault of the seller, delivery was delayed due to a difference in my mailing vs. billing address.  To their credit, they called me to confirm before shipping.  Once confirmed, the suitcases arrived promptly (free overnight) in well packaged and perfect condition and at a lower price compared to other resellers.  I'm very happy with the service and would definitely not hesitate to buy from luggage.com again.