ComplaintsforGroup III International Inc.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a set of luggage which contains total of 3 and a backpack. I emailed them right away that I didnt received it even though it was marked as delivered on Feb 22 2024. I didnt receive any response from them. I follow up Feb 27 2024 and still no response. I tried calling the phone number but no one is answering. My order number is SWG-**********. I just want my money back as a refund to my original payment method.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately two years ago I purchased SWISSGEAR luggage that after two trips fell apart at the zipper. I have provided the company with all of the requested info to warranty the product except for the receipt re proof of purchase. The product is clearly new, clearly SWISSGEAR and has fallen apart at the zipper. The pictures I sent show that it is a SWISSGEAR product. I lost the receipt and so they tell me that the 10 year warranty does not apply as I have no receipt yet it is a SWISSGEAR product!!I wrote to them and submitted the required info except the receipt which has been lost . SWISSGEAR apparently stands behind its product for durability and warrant yet not in my case b/c I have no receipt? Its been two year! I have lost it and it is clearly a SWISSGEAR product. I would like the warranty to be honoured and future buyers to be aware that they do not stand behind their product for warranty purposes. Two years and it falls apart?

  Business response

  03/01/2024

  Customer submitted a complaint on Swiss Gear which is not handled or managed by the ** market.  This complaint is invalid. 
  All SwissGear ****** customers can submit a claim on: ****************************************;
  The ** market is unable to support ****** claim. 

  Customer response

  03/01/2024

  As you are aware, I have been getting the run around. BBB ****** advised that the company is owned by ** company and transferred my file to you. If this is now not the case, please transfer my file and all of its contents back to BBB ****** for further action and let them know that the company is ********. Attached is my communication with them. First I contacted SWISSGEAR.com who told me to contact the ******** company and so I did and they said they fall under a company in ** and that is why BBB ****** transferred the file to you. Please send all info back so that they can start a new file. I have attached my communication with the company that I also shared in an email to the BBB ****** coordinator who obviously ignored it as she was advised that the company is handled by your office. Someone needs to help me hear. I am in a loop of referrals with no ownership or action.

  Customer response

  03/03/2024

   
  Complaint: 21233940
  
  I am rejecting this response because:

  I have been advised that the company is American. My complaint has been getting the run around and passed around like a hot potato.
  
  the complaint is against Travelpro ************* which is an ****************** The product is SWISSGEAR.

  
  Sincerely,
  
  *************************

  Customer response

  03/04/2024

  you have requested info as to how I have come to the conclusion that the company responsible for my claim is travelpro products. I was advised by Bbb ****** that the company I have been corresponding with (TP Holiday Group) is owned by Travelpto products. If you read the trail of my communication to BB Canada attached you will see how this conclusion was reached by BBB ******.

   

  i attached the trail of communication with bbb ****** and a snap shot of where they told me it Travelpro that is responsible.

   

  thanks

  anthi

  Customer response

  03/04/2024

  you have requested info as to how I have come to the conclusion that the company responsible for my claim is travelpro products. I was advised by Bbb ****** that the company I have been corresponding with (TP Holiday Group) is owned by Travelpto products. If you read the trail of my communication to BB Canada attached you will see how this conclusion was reached by BBB ******.

   

  i attached the trail of communication with bbb ****** and a snap shot of where they told me it Travelpro that is responsible.

   

  thanks

  anthi

  Customer response

  03/04/2024

  you have requested info as to how I have come to the conclusion that the company responsible for my claim is travelpro products. I was advised by Bbb ****** that the company I have been corresponding with (TP Holiday Group) is owned by Travelpto products. If you read the trail of my communication to BB Canada attached you will see how this conclusion was reached by BBB ******.

   

  i attached the trail of communication with bbb ****** and a snap shot of where they told me it Travelpro that is responsible.

   

  thanks

  anthi

  Customer response

  03/04/2024

  Other than all the emails and pictures I sent you, I have nothing else. The product is SWISSGEAR clearly shown on the suitcase pictures. Thats all I have. Not sure what order number you are referring to.

  thanks

  anthi

  Business response

  03/06/2024

  ***** from SWISSGEAR explained that a receipt is required for warranty as stated on their policies and also the consumer's warranty card. An itemized receipt is needed because SWISSGEAR needs to be able to identify the date of purchase, where it was purchased (shop or private seller), and how much the item was purchased for.

  A credit card statement would be missing this information so it would not be helpful in this matter.

  ***** also stated that their warranties cover product defects and not damages that are incurred by traveling.

  If the consumer made the purchase online they may be able to find an itemized receipt for the product, if this is the case the consumer should attach to the complaint for further assistance.
  

  Customer response

  03/06/2024

   
  Complaint: 21233940
  
  I am rejecting this response because:

  this is a SWISSGEAR product that did not hold up after two trips. The section by the zipper tire and subsequently tore the zipper. 
  

   I did not buy it on line. I bought it from a store. SWISSGEAR is a brand whose manufacturer  has a 10 year warranty. As you can see, the suitcase was not damaged from the airline. The section beside the zipper tore and then the  zipper broke as well. SWISSGEAR is a brand that apparently stands behind its product and has a 10 year Warranty. This is why I chose that brand thinking it is durable and would protect the consumer

   So one would have to buy the product on-line or directly from SWISSGEAR for it to have a valid Warranty ? That is absurd. Its like buying a kitchen-aid appliance from a store and kitchen aid absolves itself of any issues with their product. The stores usually have a return policy and then after a year the warranty is protected from the product company. Nowhere have I seen that you must buy the product on line directly from SWISSGEAR in order for the warranty to be valid. Something consumers are not aware of when buying the brand that they think has an excellent warranty.

   

  i am seeking for the same suitcase to be replaced. I am not seeking for compensation.

  
  Sincerely,
  
  *************************

  Customer response

  03/06/2024

  My response is that I am very disappointed in the company not honouring a good will approach, recognizing that I have proven that the product  is a SWISSGEAR product and I am not convinced that a receipt will address the issue of is it their product and do they stand behind it My pictures show it is a SWISSGEAR product and it did not hold up. You can see from my pictures that it is a fairly new suitcase. 

  
  

  Creating a loop hole by requiring a receipt so that they dont stand behind their product is alarming. Who keeps receipts for 10 years!! I am extremely disappointed in the companys response and know that policies are a guide and do not prevent goodwill gestures. I am not asking for money. Just a replacement of same suitcase.

  
  

  Anthi

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On March 12,2023 I bought a SwissGear carry on from Amazon for $199.99 before tax. After tax ******. I did not use the carry on until June 28, 2023. The wheels on the carryon would not roll correctly and kept vibrating, causing the luggage to move back and forth.When I returned from vacation, I contacted the company online to relay my difficulty with their product since it was beyond the return date for Amazon.After filling out the paperwork, submitting photos and clipping and sending in the seam label, I was told that I could buy a replacement on their website for $119.That would have been fine except they only use ***** to ship, and the cost of shipping that $119 item would have been $141.42.I emailed them back 3 times asking them if there was another shipping method they could use to keep the cost down, and I never received a reply. I asked to communicate with a manager and never heard back from anyone. At this point in time, it is the end of September, and I already needed to buy another piece of luggage. I could no longer wait for this to be resolved due to the companies lack of communication. I would like my refund of $119.99 for the defective product that does not roll correctly.Under the circumstances, I would like to get a refund of my $119.99

• Initial Complaint

  06/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of Transaction: 11-08-2022 Online purchase of Item# ******** - Swissgear Checklite Underseat Carry On Suitcase from Target Invoice Total: $97 (Paypal). Refund policy is only up to three months and I was told to contact the manufacturer: Group III International, **** for a refund.My sister's flight with ***** was on April 14, 2023. She borrowed it from me, first time use, for the purpose of storing it under the seat. It did not fit under the seat and had to be put in the overhead bin.On June 14, 2023 at 11:55 am I called Group III International in *********, ** ************ and spoke to *************************. I explained to him I made the purchase specifically for the purpose of using it to go underneath the seat; it did not fit and had to go in the overhead bin. It was falsely advertised and I wanted a refund. He said he would call me back in 10 min. after I double checked with my sister that she flew ***** Airlines. He said I was the first person that called to complain it did not fit under the seat and he was going to check sizing regulations. My sister got back with me right away and confirmed it was a ***** flight. ****** did not return my call and so I called back at 12:48 pm. ******* picked up saying that ****** was not available and for me to wait until he could get back with me. I asked for his extension and she replied he did not have one. At 2:25 pm I realized I would be able to reach him by dial by first name directory Ext. 2 and I was also able to get his last name. My final outgoing call was at 2:28 pm and while it was ringing, ****** called me back upset saying, "you called me 10 times!" I apologized for my actions. He then gave me the offer to purchase a Swiss Gear product for the total amount of $100. I asked for a return label for free shipping & handling to return the Swissgear Checklite Carry on. He said it was not necessary. After reviewing the products, I decided to decline his offer due to poor customer service. Refund: Please advise.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have purchased a set of luggages a couple years ago. When my carry on broke I filed a warranty claim. After it was processed I have received a large luggage in a different color then my set. Upon contacting them I have requested that the wrong luggage be exchanged to the correct size and color. I was notified the color in question was out of stock. To meet them halfway I offered to purchase the rest of the luggage set in the new color to have a full set. They have quoted me an outrageous amount (220$) to cover the cost of the two luggages to match my new colour for the carry on size covered by warranty. When I informed them that my full purchase was only a 199 for the full set I was told due to them not selling them as a set but individually I refused. So here I am with two different colored luggages...This company will only have their best financial gain at sight. I have purchased a matching 3 piece set and because their product didn't stand the quality of time I'm forced to settle for mismatched luggage. The entire luggage set should have been replaced instead of a piece if the style and color in question was unavailable. This is just bad business practice.

• Initial Complaint

  03/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The issue I'm having is with Swiss gear I purchased a bag in late October use it for a trip in early November and when I got back began the return because of a broken zipper. I was in constant contact with the man named ******* who assured me my refund would be issued promptly. Attached is the email conversations before all communication ceased I have shot out several emails and even dug up a few phone numbers and no one has gotten back to me yet. I'm afraid this was a scam and I am out over $90 please help me get in contact with these people and get my money back.

• Initial Complaint

  09/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got COVID from a guy named **** when I worked over at Group III International. Group III International devotes itself to ****** where they always say "HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ****** HAIL ******

  Business response

  09/14/2022

  We did receive and email from this person. Not sure why because, we have no other information on this customer or eamail. .Please tell us how are we to respond  to this. 

  Thursday ?01:24 pm?
   
  Name: *************************
  Email: ***************************
  Telephone: **************
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• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello, I am ***************************** and I sent my defective SwissGear backpack, along with the claim form to **************************************. This was in response to the Request ****** that I had made previously. However, I did not receive any exchange item or points at all although my tracking number **** **** **** **** **** 49 from **** said that the package was delivered successfully. However, upon receiving a response from ******, stating that the package was probably not delivered, I sent back another email stating that I had sent my package to the address given, SWISSGEAR.COM ATTN: CUSTOMER SUPPORT ******************************************************************************* To which I have received the notification that the form and the backpack was already delivered to the address stated above. Since I have not received my exchanged backpack at all after the 30 days have past, I concluded that the company needs to be reported because of its inconceivably challenging if not fraudulent customer service, which even when I followed all the directions needed, didn't receive the outcome I was told to expect. I would like either a full refund of $49.14 in regard to my order, SWG-**********, credit, or an exchanged backpack as I was promised. *****

• Initial Complaint

  06/03/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  see attached Fairly new Swiss Gear backpack has shoulder strap that is separating and falling apart. I submitted warranty claim and they offered a 50% discount toward the purchase of a new replacement bag instead of full replacement if I had my receipt to show them , which was lost in a storage unit total loss write-off. I had to send pictures of the bag and they made me cut off parts of the bag and mail them to their processing address. I accepted the code and immediately went to swissgear.com to redeem the code for a bag I wanted. The entire time they were handling and processing the claim, which was at least two weeks, they knew what my address was and that this claim was from the state of Hawaii. Upon selecting the items I wanted and clicking them into my cart along with a free promo that was attached their system added shipping charges solely through FedEx of almost $100, which by itself was twice the cost of everything in the cart. I contacted ****** from Swissgear.com &hepromised a fix.

  Business response

  07/16/2021

  Business Response /* (1000, 5, 2021/06/15) */ The customer was having a warranty issue with is backpack. If the customer had the receipt, we would replace the bag and ship it to Hawaii where is lives. The receipt indicates to us when and where the bag was purchased. It also lets us know if the bag is still within the warranty. The customer does not have the receipt. So we offered the customer a 50% coupon code to purchase an item off our website (it does not cover shipping). Just a discount off the item. The customer has shipping showing $95.00 and over $200. The customer wanted us to cover the shipping unfortunately, that was not going to be approved. I have submitted the information to get an answer if we can help out (cover some of the shipping). We have not received a reply back about it. But, we will see can not make any promises. Consumer Response /* (3000, 7, 2021/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This has been a very disappointing and stressful experience, especially since I have been purchasing and using Swiss Gear/Wenger gear and bags for at least a couple of decades now. This is the first time I have ever sought a warranty claim because the bag has been lightly used and is not used all day everyday like most of my backpacks have been. They were aware of the fact that I was in Hawaii from the beginning and should have known of this issue. I went into this being made to think almost from the start that the shipping was incorporated into the 50% discount toward a new purchase. I was preparing to get a second one with the replacement, but this twice-the-amount-of-the-entire-purchase-just-for-shipping issue brought about a major complication. In the end, I am just simply trying to replace my damaged bag so I can move on and hope that I won't run into any issues like this again!

• Initial Complaint

  06/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, i made a purchase from SwissGear order SWG-********** i contacted the seller to inform them that i no longer want the product. I was told that the product is already in transit. eventually the luggage arrived at my door. the issues is as follows. The company advertises the luggage item for 119 $ with tax and a small shipping fee of 5$. however, not that i told them that i do not want this item, the order i wanted to cancel they told me i can return it. the cost of return label shipping is 96 dollars and they said that i am eligible for a discount and then said that the return label would be 66 dollars with fed ex. The issue is that the 5 $ shipping initially charged is misleading. The cost of the luggage is 119 and the cost of shipping is probably included in this inflated price of 119$ , becasue the same luggage is available at a marshalls for 60 $. i want to return the item but i cannot afford to pay 96 dollars shipping, then the cost of luggage is 19$? thank you !

  Business response

  06/14/2021

  Business Response /* (1000, 5, 2021/06/02) */ Mr ********* placed his order with swisgear.com on May 21st at 3:44 PM ESt. He emailed us on May 26th at 3:25 PM ESt wanting to cancel the order. We advised that the order shipped and we can not cancel the order. emailed him the tracking number and the date when it was going to arrive May 28th. Also emailed the return procedure. swissgear.com does not provide any exchanges or swaps. it has to be returned and refunded. there is a charge for returns, which goes by what FedEx rate/charges. we do not have free shipping. Mr ********* order a Swissgear 27" expandable spinner. it weighs 8.2lbs and the dimensions in the box is 31"x18.5"x12". The fedex rate for shipping this item from IL to Fl is $57.99.

*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. ↩