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Business Profile

Online Retailer

Ricardo Beverly Hills

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 2 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/14/2025

    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 Skyway bag, with a 15-year warranty. ****** is a sub-brand of Ricardo.Ricardo recognizes my warranty claim is valid, and validated my purchase info. They refuse to honor the warranty as they claim Ricardo aquired the ****** brand in name only, but washed their hands of supporting ****** products... They continue to market and sell ****** branded bags, and could easily replace my bag, but refuse to. They continue to market a ****** warranty, and continue to market Skyway as "The ***************** Since 1910".

  • Initial Complaint

    Date:01/12/2025

    Type:Sales and Advertising 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 am filing this complain at Ricardo Beverly Hills Luggage is not upholding their warranty. I purchased two Ricardo Beverly Hills luggage back in 2017/2018, a 25 in. and a 29 in. (both spinners in the same pattern) I contacted their customer service because at the time I bought them, they had a 10 year warranty on them. The issue with the luggage is that the rubber on the wheels is completely worn out and I cannot pull the luggage behind me or pull it alongside. I travel about 1 to 2 times a year. The 29 in. I've only used 2-3 times since getting it. I contacted their customer service and they said they don't have the parts anymore as well as they said its "normal" ************ This is absolutely unacceptable, don't advertise 10-year warranty if you can't uphold that. Considering the amount that I travel, the rubber on the wheels should not be completely torn off, I've had other luggage for longer and that did not happen. I treat the items I own with care so they last. Other reviews clearly show the company has a pattern of not upholding their warranty they "claim" to offer. Due to the torn rubber, the luggage is completely unusable. I have attached screenshots of the email correspondence for your reference which includes ****************** of both luggage. The company offered a lousy 15% off which is ridiculous, why would I want to buy another luggage from them when their quality is awful. I'd like to be compensated so I can buy different luggage.

  • Initial Complaint

    Date:05/21/2024

    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 purchased a small carry-on , color blue and hardly used it. It was purchased from ****** not sure what year. I looking for a replacement under warranty. I had no more than 20 pounds in the case and the handle broke. Everything else works great, the wheels are find on the spinner.

  • Initial Complaint

    Date:04/09/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 filled out a warranty form for failed luggage on www.skywayluggage.com (www.ricardobeverlyhills.com). I provided all requested information including the receipt, photos, and a description of the issue.I received the following response from ******************************* (Ricardo Beverly Hills):"Apr 5, 2024, 16:04 PDT Hello ****, Thank you for contacting us regarding the damage to your luggage. The warranty covers defects in manufacturing & workmanship only. The warranty does not cover abuse by any carrier or user, accidental damage, or normal wear & tear from use. Cosmetic damage, including but not limited to scratches to the finish, stained fabrics, dings, scuffs, color changes, or other changes in the appearance of the product that do not impact the functionality of the luggage are not covered by the warranty. We will have to respectfully decline warranty coverage per our policy. Although this issue is not covered under warranty, we hope that your luggage will continue to serve you well on your future journeys!"As a seasoned traveler at the age of 73, I have owned and used numerous suitcases throughout my life, and never have I encountered such an issue.Despite handling it with care, the suitcase has already exhibited unacceptable defects.Given my extensive experience with suitcases, I can confidently assert that this item does not meet the standards I have come to expect.I emailed back and I asked for the opportunity to speak with someone about this matter, but no one responded to me. Neither did they respond to my voice messages.

    Customer Answer

    Date: 04/11/2024

    In regards to my request to discuss the issue, I received the following:

    "This bag was manufactured in 2018, making this bag 6 years old. If it was a manufacturing defect, this issue would have been acknowledged around the time the bag was produced"

     

    The above limitation renders their 10-year warranty practically useless to address any issues that *** arise due to manufacturing defects over time.

    Customer Answer

    Date: 05/06/2024

    Hello, just letting you know that the Company sent me a replacement. Thank you for your cooperation.

  • Initial Complaint

    Date:01/29/2024

    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 complaint about the quality of the product and the false advertising of 10-year warranty. My luggage handle broke in half after a few uses, and when I tried to contact the company, they didn't answer their phone. On their site, they said if something does go wrong with Ricardo's luggage, email or call and theyll do everything to make it right - it's not true. After a week, I finally reached them by e-mail. ********************************* from the company asked for all the information about my purchase and then declined the warranty coverage. At first, she claimed that they didn't have the parts to repair. Then She tried to gaslight me that. I quote, "Moving parts such as wheels, zippers, handles, and other moving parts will show signs of normal wear & tear with use and may need to be repaired or replaced with time, as stated in the warranty". However, it is completely different from the warranty stated in their manual: [ The 10-year warranty covers "defects due to faulty material or workmanship, subject to normal conditions of use. Specifically, warranty coverage includes defects resulting in: cracked hardside shells, broken wheels, handles or telescoping handles that are no longer usable, zippers that no longer open or close, seams that become unsewn and render the luggage unusable, non-functional TSA locks.]It's completely unacceptable that Ricardo is not honoring their warranty for broken handles or telescoping handles. This dishonest behavior is not how a business should operate. I strongly advise avoiding Ricardo at all costs until they take responsibility for their faulty products and provide the service that their customers deserve.

  • Initial Complaint

    Date:09/06/2023

    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.
    Wrong replacement wheels were sent after assuring the compliance of the product to the provided style and model of the suitcase. The ************* Team of the company stopped responding after collecting the requested fee of $35.This complaint is about the original quality of the product as well as unlawful collection of fees. Multiple attempts to contact the customer service or the management of the company were unsuccessful.

  • Initial Complaint

    Date:06/12/2023

    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.
    Two weeks ago the handle of my carry-on luggage broke while I was trying to lift the bag (normal use conditions). I tried to filed a claim on the 10 year warranty they advertised on their products and there response was: Wear and tear, such as handle doesn't cover under warranty, but how can they get into those conclusions. Their warranty stipulates that handles are covered. The 10 year warranty is totally a scam, what a joke.

  • Initial Complaint

    Date:05/29/2023

    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 purchased a Ricardo suitcase and contacted the company about a warranty replacement or repair because they have a 10 year warranty and I have not heard back from the company and it has been a week and it was less then a month of owning the suitcase and I am already in need of the warranty.

  • Initial Complaint

    Date:05/17/2023

    Type:Product 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.
    Very dishonest company advertising long warranties with no intention of fulfilling said warranty. I contacted them approximately a month ago regarding a set purchased from ******--the larger roller has wheels that are broken/and breaking so extremely noisy and hard to roll. The smaller roller in the set has a handle that does not retract easily--I received email asking for more product detail, pictures, and proof of purchase. To date, no response had been received even after multiple emails asking for status. Essentially, they do not have a phone number and they do not respond to emails--so basically a fraudulent business advertising warranties that mean nothing. I will be contacting ****** regarding this, and placing reviews on Yelp, Google--luggage does not last and warranties is useless.

  • Initial Complaint

    Date:05/16/2023

    Type:Product 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.
    *tyle Number: Cabrillo ** 2.0 20 Convertible Backpack 145-20-020-BKP Purchased from: MACY * purchased: *KU/*TYLE: CABRILLO ** 2.0 20 B 27 *EP 2022, 1 year warranty Reported issue: ZIPPER MALFUNCTION | ZIPPER FRAYED; ZIPPER OPEN* WHERE FRAYED UNEXPECTEDLY WHILE IN TRAN*IT date Reported: 2023 APR 18; PROVIDED DOCUMENTATION; NO **** *ERVICE AGENT*; LEFT VOICEMAIL TO NO RE*PON*E NONFUNCTIONAL WEB*ITE REQUE*T: REFER FOR REPAIR, OR REFUND $71.45 PLU* TAX Warranty: ************************************************* NO RE*PON*E TO DATE

Ricardo Beverly Hills is NOT a BBB Accredited Business.

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