Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Rack Merchandise Service

Leisure Merchandising Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Rack Merchandise Service.

Complaints

This profile includes complaints for Leisure Merchandising Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Leisure Merchandising Corporation has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 13 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/14/2025

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      on 6/15/25 I reached out via email ** *********************.*** asking them to replace a London Fog suitcase providing pics and price tag explaining that the new piece of luggage handle had jammed and asked for replacement or to fix the handle. I received a response on 6/17/25 with an invoice for $30.98 the price of a replacement handle. I remitted payment on 6/17/25 and received a new handle on 7/3/25, but it was the incorrect handle. I emailed them on 7/7/25 letting them know the handle was a couple of inches too long and asked them to send correct one. Their response was that they "would have to look to see if they have it". I followed back up after hearing nothing on 7/12/25 and they responded on 7/14/25 that they didn't have one available but still looking. I then asked if they would just replace the suitcase and they denied. I found a phone number and called and left a voicemail but haven't heard back yet. The online reviews for this company are terrible; however, this is the only recourse for warranties on this merchandise. I would like them to honor the warranty and promptly send me a new handle (which I've already paid for) or a new suitcase.

    • Initial Complaint

      Date:05/01/2025

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ive contacted Leisure Merchandising Corp. (aka Leisure Luggage, aka London Fog) to honor a warranty claim on a piece of carry on luggage that is not damaged in any way but is in fact defective. The mechanism in the telescoping handle failed. They claim their warranty is 10 years, but even though the product is only 3 years old, Mr. ***** ****** and his company refuse to either repair the defective part or send the part to me to repair myself. I have sent them all the information they requested along with detailed photos of the entire luggage.

    • Initial Complaint

      Date:07/25/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Material defects in luggage. They took months to respond after 3 attempts. Top of luggage is tearing at seam and they claim from the pictures that it was Punctured and is not their fault.

    • Initial Complaint

      Date:10/26/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a luggage piece that is defective. I contacted the company in July with the requested photos, receipt, and information to get it repaired. Since then, I have emailed every month as a follow up. I have also left messages both with the warranty section and *******. I have NOT heard back from the company - be it to my numerous emails or phone calls. The luggage needs repair, and the company appears to be avoiding my many requests. I have done everything requested of them on my end, yet the company practically ghosted me.

    Leisure Merchandising Corporation is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.