This is overdue but wanted to send kudos to staff and especially Barbara, the assistant manager for Store #277 at the Samsonite store at their store at San Francisco Centre. I had previously purchased a Samsonite luggage for which I happily used for nearly ten years. Over the last two years of use, two of the wheels showed wear with one wheel splitting and other loosing the outer layer. I called the Samsonite SF store and they advised me to bring bringing the suitcase in. When talking with the original salesperson (sorry I forgot her name), she indicated that this damage may qualify under the luggage's 10 year warranty if I could produce the original receipt for purchase. I returned home and actually found the receipt showing purchase 15 days short of 10 years for the day I brought it in to SF Centre. The luggage was shipped and I was happy to hear via email that it qualified under the warranty, the wheels could not be replaced and Samsonite would send me a new Samsonite Freeform Spinner 28 White/Grey, model 78257 for no charge. I did not receive any further information for 2-3 weeks. With an upcoming trip, I contacted the SF store again and spoke with Barbara, Assistant Manager at Store #277 who listened and performed immediate triage and follow up while I was still on the phone, regarding the disposition of a previously approved replacement under warranty for my luggage. I had received the message that the decision was made to replace my original Spinner suitcase under the 10 year warranty, However, Barbara was able to see from my forwarded email that there was no link for selection of a replacement. She followed up with calling the warranty department and her managers to assist. In short time, I received a new and amended RMA showing a link to Check Status to review my replacement options. With special thanks and praise for Barbara. After a few more communications from her to the Warranty Department on my behalf, I received the Freeform Spinner 28, that I had selected and it happily served its purpose with my trip. This store has dedicated staff who know how to follow through for great customer service. Unfortunately the San Francisco Centre is going through changes and the Samsonite Store #277 was notified to vacate. Not sure if this has occurred but I do hope the company will relocate Barbara and staff to the next best San Francisco location in order to help us with our luggage needs. I'll definitely return when I have future plans requiring a new addition to my travel luggage needs. read more

I stopped in to check out luggage and tho I didn't buy any I'm glad I checked it out. The store was neat and organized and the gal who helped me was friendly and answered all my questions. She was very knowledgeable about the features, sizes, material, etc. They are having a sale and seemed like pretty good prices and know it's a reputable brand. read more

There's plenty of high end items within the store. Not much casual backpacks or luggage. There's only one staff member working so time took a while when I went. Service was friendly and knowledgeable which is always a plus. I wanted to take a backpack for alterations and some fixtures but I learnt that there's a limit in warranty which I had no knowledge. Other than that, Samsonite has a diverse amount of options when it comes to affordability and occasion. read more

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The true litmus test have a good store is when they offer suggestions to find something that they don't have. This store did that today when I came in looking for a travel wallet. I'll definitely come back here when it's time to get some luggage.0 read more

Barbara was very knowledgeable and helpful in helping us select a piece of luggage that we did not necessarily intend to walk out with.

Truly great prices and customer service. Lots of variety such as a duffle with telescopic handles on wheels.

This is the second time I have had my suitcase repaired because the handle extension would not recline. Dropped it off at Samsonite in Milpitas, paid $15 so it would be returned to meninstaed if driving back to Milpitas and was told 2 to 3 weeks for repair completion. Got it back within 5 days. Works like a charm. Thank goodness for the 10 year warranty. BTW, I live in San Mateo. No nearby drop-off which explains the 3 stars. read more

Desperately needed a carry on while I was on vacation in SF to transport some purchases that my daughter made at a convention. I ordered the Freeform Carry-On Spinner online for store pickup at this location. I received a confirmation email of my order then over a day later my order was cancelled with no reason given. This is a very common carry on so I would be highly surprised if it wasn't in stock. Unfortunately I had no time left on my trip to go into the store to find a backup item or find out what the heck happened. Very disappointing. read more

Best customer service ever. Carolyn was knowledgeable, delightful, and very helpful. The young man who works here is also always friendly and helpful. This place is consistently a great customer experience. read more

Walked into the store today with a desire to buy a large suitcase and a carry on suitcase. The shop assistant was more interested in looking at her phone and actually threw it down when I asked for some additional help. I couldn't make a decision without more information which could have been obtained from the internet had she bothered to offer. Decided to take my custom elsewhere after another five minutes of me trying to get onto the internet to obtain the information. She barely raised her eyes from her phone as I departed. Possibly the worst customer attention I've ever encountered. read more

My Samsonite that I bought in Chicago broke and I brought it in to be replaced. After filling out a form and paying $15 shipping a replacement suitcase appeared on my doorstep 2 weeks later. read more

I started this adventure with low hopes. I'm in tech and the "support" facing world is grotesque here so I figured what do I have to loose - why not let's try the support process. I took a broken suitcase to the store but first I completed the on-line RMA process. The form was pretty simple, the store took it and charged me $10 for shipping. That was it. Really! In few days I got an e-mail notification that the item has been shipped back to me. To my home address that is, not to the store. Amazing! Who knew. I'm a devoted customer now. What else can I do? :) read more

This was my first and probably last time purchasing a Samsonite. Purchased a laptop bag from Macy's for Xmas. It broke after a few months. I didn't have a receipt and it was paid by gift card. I thought Samsonite had a reputation for good warranty (at least that's what the lady at Macy's said when she wouldn't exchange it.) Called Samsonite store and got a busy signal repeatedly. Drove 20 miles with by bag (with stuff still in it, thinking they would exchange it for a new bag.) The guy in the morning was pretty nice but got the feeling he kinda didn't want to help me. He said just bring it back empty and they would ship it to get repaired. I asked if it was covered under warranty and he said yes just come back. Come back later that night. A nice lady was there. She told me it would be $10 to ship. Ok whatever. This is my second trip and $13 of parking already. But ok. However when she could not find my bag model and all the ones she tried said no longer under warranty. I got the sense she genuinely wanted help but we were running out if options. She then said I could trade it in or get it repaired. Feeling like the bag was faulty I really didn't want to buy a new one. Why would I want another bag that is just going to break in a few months? The only reason I purchased it was because the strap on my other bag broke. So I chucked the Samsonite in the trash and saved the strap for my old, well made trusty bag that I've used for 10 years. I guess just keep your receipt in case they cannot find the model. Plus one star for the nice lady. read more

tl;dr: Lost a screw. Matthew scrounged up a tool and screw despite this type of assistance wasn't in his job description or what the store offered for sale. I'm not often up in the city, but when I am my laptop roller bag ducklings wherever I roam. About 3 weeks ago I was trundling along Market to set up at a friend's work, so I could get some work done before a concert. Suddenly one side of the handle comes loose. A single, small screw derailed both my mental and physical trains. Fortunately it was only a few doors down to Westfield, so I ducked in figuring one of the shops would sell small screws if nothing else. Disappointingly there was a single option listed on the mall map. Samsonite. Well, if nothing else, they should sell repair kits. After perusing the store a while one of the employees approached and inquired if I needed assistance. When I explained my situation Matthew apologetically let me know the store didn't sell or perform repairs. He wandered off to assist other customers while I mulled over the lack of options. When he had rung up the other customers he asked me to wait a moment while he checked the back. He returned with a screwdriver and a screw he dug up somewhere in the storage area. It wasn't a perfect fit, but it has held from that to day to this. Matthew was a consummate professional while showing appropriate levels of empathy for an unfortunate customer and his equally unfortunate bag. Many customer facing employees become jaded or frustrated with the many ugly faces we consumers present to "The Help". Matthew genuinely wanted to provide the needed assistance, for which, I am grateful. read more

From the first step in the store, Bernando was the most friendly and helpful sales person I could have met. I was rushed to get a carry on bag and he not only helped me find the ideal bag, but even got it ready for me for my trip. First class service and product...I'm grateful. read more

This location has a great selection of suitcases and they will match the price on the samsonite website if it's different from what's in store. The employees are very friendly and helpful. I especially love the company's warranty policy. Most of the suitcases have a ten year warranty, so if a wheel or zipper breaks they'll replace it for you at no cost. You just have to bring the suitcase to the store and they'll ship it out. read more

Stopped by the local store as a wheel had come off my luggage. They advised me they usually send the luggage out for repair but took the time to see if they had a wheel in the store that would work. They had one, swapped it out and I was on my way in less than 10 minutes. Service with a smile! read more

In the shop for a return/repair, Bernaedo was polite, fast and totally accommodating. I left with a new backpack he had exchanged without discussion. I would go there again any time, what a wonderful experience! read more

I am so surprised by the customer service I received on 11/10 around 3pm by Jon. I am unsure if he is a sales associate or manager of the store, but he gave me exception knowledge on Samsonite warranties. I am shocked because the San Francisco center has so many sales associates that are your typical sales, pushy associates or they completely ignore you. There seems to be a a lack of normal people working in retail these days, and Jon gave me an overall impressive experience. Seems like Samsonite is hiring the right kind of people to keep me a loyal customer. Thanks, Jon and the SF store. read more

I came in here expecting to only buy a lock. However my luggages were on the way out, so I spoke to a sales associate named Matthew. He knew so much about the luggages and he told me the difference between hard luggages and soft luggages. He was also extremely friendly. I would definitely recommend going to this samsonite if you need help with any luggages. The place is also super clean read more

Excellent customer service, both in the store and on the phone. Wow! I will be a life-long Samsonite customer not just because of their top-notch quality luggage but also their A+ experience. read more