Complaints

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.

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought a Vingardvalise suitcase (to transport wines) with a 10 year period warranty.6 years after, 2 wheels broke and i asked them to send me replacement ones but they refused because allegedly the manufacturer stopped producing those wheels.According to the website (************************************************), even though "The warranty does not cover damage resulting from abuse, airline mishandling, or wear and tear, it says "We will provide wheel, handle, and zipper replacements. We only ask that you pay shipping on these replacement items.I understand the manufacturer no longer make these wheels but when i bought a suitcase with a 10 year warranty, and been advised that Id be provided with any replacement parts required to fix the suitcase, paying only shipping costs, i hoped that if any time during this ********************************************************* providing any parts, the company would substitute the component (or the suitcase itself) for an equivalent item. Otherwise, the company would have established a policy that could not be claimed if any obstacle occured during the product's warranty (or usable) period.Bottomline, the suitcase is useless without the wheels and the company offered me 100 USD in order to buy a new one which i didn't accept (maybe if some part breaks again in a couple months, and the manufacturer no longer produces it, they'll force consumers to buy a new suitcase and on) because i think they should be able to provide me replacement parts during the warranty period or product lifetime or even replace the full suitcase if they couldn't provide me those parts.

  Business Response

  Date: 06/14/2024

  The customer owned and used the suitcase for more than 6 years as evidenced by his receipt, and had great success traveling with the wine suitcase until he had wheel damage. The limited 10 warranty plan calls for replacement parts if available and still in stock. And we do not cover damages caused by airline abuse which the customer could not prove was not the cause of the wheel damage issue in this case. However, the wheels for the model he purchased six years ago are no longer available from our supplier.
  
  FlyWithWine has one of the finest warranty policies in the luggage industry.  We strive to meet the needs of each individual customer on a daily basis.  As a special consideration to this customer, we offered him a $150 discount on a $380 sale price, which is below our wholesale price to other retailers. That was not satisfactory to him and so he filed a complaint.