ComplaintsforRick Steves' Europe Inc
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Complaint Details
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Initial Complaint
07/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I received a 21 rolling carry-on luggage in 2016 from **** Steves (https://store.ricksteves.com/shop/p/rolling-carry-on) in part because of its lifetime product guarantee: "Every **** Steves travel product comes with our guarantee that it will be free from material and manufacturing defects for the life of the product. If a defect appears, we will either repair or replace the product (at our option) free of charge. This guarantee does not cover damage caused by an airline or other common carrier. Nor does it cover wear and tear to components and materials which may occur over time with use of the product." Although the luggage is six years old, it was has only been used twice in the past 2 1/2 years since Covid. (Note I originally purchased a bag in 2014 but it was replaced in 2016 by **** Steves due to a defective zipper)I contacted **** Steves' customer service via email on June 3 ********************************************************************************************** the aisle of an airplane trying to figure out what to do with my carryon that cannot fit in the overhead bin or be checked because the handle will not retract. I provided a video of this issue as requested by *******************************, and on June 6 they responded "After review, we would consider this to be normal wear and tear since it is a moving part and the bag is now 8 years old. My best recommendation would be to take the bag to your local luggage repair shop to see if they can fix the handle for you." I responded on June 6 and again on July 5 asking that they reconsider this claim against their guarantee again as most reasonable people would consider the very basic operating features of this luggage (the ability to retract the pull handle) would be defective due to "normal wear and tear". This would mean that after 6 years of use -- which is really less than 4 years due to Covid - their luggage may no longer "work". They have not responded to either of my emails.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.