Voyageluggage Avis 

Hi,

Ever have an negative event turn into a overwhelmingly positive outcome? I just did with Voyage Luggage and Mr. Peter Morot.

I ordered a high quality backpack made by a top manufacturer for my European trip. On the day of the trip, I went through the TSA line, picked up the backpack and one of the should straps came off. Upon inspection, the strap was mis-sewn and obviously a manufacturing defect. Well crap...that made my trip a bit more challenging, but a few safety pins strategically installed did the trick for the rest of the trip.

As soon as it happened, I sent an email to Voyage explaining the situation. Remember, this was not their fault. I almost immediately received an email back apologizing for the inconvenience and asked for some pictures.

To make a long story as short as possible, Peter took charge of the issue, kept in constant contact as the process in dealing with the manufacturer, as well as the shipping, and notifying me of the anticipated arrival of the replacement. When I got home, my new bag was waiting for me.

I was completely blown away by the approximate 10 emails, their repeated apologies (again, not their fault), and the desire to makes sure the event had a positive outcome.

Folks, this is old-fashioned customer service at its finest. They have made a lifetime customer out of me.

I wish them future success, and I will be letting everyone of my friends know about them. Buy here with confidence.

Respectfully Submitted,

Alex

I purchased the wrong size originally but loved the suitcase. I sent it back so easily and was credited for the difference in the price of a smaller version almost immediately and then received the replacement very quickly after my return was received. The new case is perfect, looking forward to using it. Thank you for such great service.

Excellent, hassle free customer service!

Peter Morot was white glove service from start to finish. Very responsive, resolution oriented and acted as my advocate with Samsonite. The resolution was quick and more than satisfactory. The got Samsonite to send me a new one and kept me abreast of progress every step of the way. Not often you get great service like this. I never heard of Voyage before this purchase and I will now look at Voyage for my luggage needs first before I try any other place. Thank you, Peter!

The prices were reasonable and the selection of the luggage I needed was good. Ordering was straightforward and the site indicated expected delivery date. BUT, where this site really stands out is in CUSTOMER SERVICE!!! A few days after I placed my order, I checked Shop and didn't see any updates. I was worried that something had gone awry , so I reached out to the site--not really expecting a timely response--and received a fast, personal response followed by assurances that he (the customer service rep) would track down the items I had ordered. He followed up immediately and then at each stage of the shipping and delivery process. Wonderful experience. I've recommended this site to my family, friends and coworkers.

Great price. Prompt shipping.

UPDATE When a zipper splits or separates, ie the teeth come apart even though the slider hasn’t moved, this means that the zipper is defective.

I had this happen in the middle of my travel. I closed the zipper by sliding the pull tab over the separated teeth. I sent voyage luggage a picture of my luggage as they requested and told them that I had closed the zipper in order to bring my stuff home.

They responded “In that case, we are neither able to offer you a refund nor assist you with filing a claim with the manufacturer, as you stated the zipper is fixed. Also, at this moment, we do not accept returns for used items.”

I think it is important for everybody to know that once you close a faulty zipper, they consider it “fixed” and therefore will not help you with the issue.

I also think it is important to know that they will not accept returns even if their products are faulty.

And of course, they will not compensate you for the belongings that get lost in transit due to their faulty zipper.

AFTER I POSTED MY REVIEW they offered to “work on this issue with the manufacturer, file a claim for you and get a replacement medium-sized new piece of luggage shipped to you”

It is annoying that I had to go through so much headache to get to this point.

Also, I do not want another suitcase from that manufacturer SINCE IT WILL PROBABLY HAVE THE SAME DEFEVT. I really just want my money back for all three suitcases which I’m very willing to return to them. I will never use any of the suitcases again.

THIS IS WHY AMAZON IS A BETTER OPTION THAN BUYING FROM THESE TYPES OF SUPPLIERS. They accept returns.

If I had not lost confidence in Voyager Luggage due to this dreadful Customer Service, I might have considered buying a luggage set from a different manufacturer from them. But at this point, I will not even do that.
ORIGINAL REVIEW
I bought luggage from Voyage Luggage based on a recommendation on Facebook. On my FIRST trip, the luggage zipper had come undone when I got my luggage from baggage claim. I lost clothes and other belongings. I contacted Voyage to try and work out a solution. Voyager say that they can not accept returns, or provide refund for this luggage that I will never use again. I don't trust it to not lose my belongings in transit. BUYER BEWARE! DO NOT BUY FROM VOYAGE LUGGAGE!

Just received last night, ahead of schedule... thank you, Mr. Peter Morot. The Travelpro Maxlite 5 Compact Carry-on Expandable Spinner is going to be perfect. Its lightness for lifting into the overhead storage and being softside vs hard side are going to be great, now not as young as I used to be. The highlight is... Voyage/Peter for the service and follow up I received for my first time (not my last) order. Follow up was immediate and very courteous. Delivery was ahead of schedule. Thank you. gsf

What a great company! Their customer services is great - very prompt, very professional, and with outstanding follow-up. I ordered 2 pieces from Voyage Luggage and couldn't be happier!

Fast turn around and delivery - great quality product and communication from company.

I ordered two items - a suitcase and a tote bag. The suitcase came within a few days of ordering - earlier than scheduled, well packaged. The tote bag came much later, by no fault of Voyage as it was shipped directly from the manufacturer. I was unaware of this so I reached out to Voyage to inquire, and Peter promptly replied promising to look into the matter. Once he got additional tracking information, he relayed it to me and also personally tracked it to ensure I received the delivery. It was finally delivered, not as well packaged as the suitcase from Voyage. the customer service was impeccable and I appreciated the consistent follow-up and the personal assurances.

Great product, great service. Always a positive experience.

Fair pricing, excellent customer service.

I had not bought new luggage in years. I liked the selection. Price was good and shipping quick. Would buy from again.

Dilivery is very quick. I am very satisfied with the bag I received.

Outstanding experience, quality of products and post-purchase support. Highly recommended.

Prompt response from the customer service team. On time delivery. Definitely would do business with them again.

I recently bought a Tumi backpack and prior to buying I had a special request to have a 5 letter monogram on the bag instead of the allowed 4. The letters on my name are all thin and 5 letters fit in the space. I contacted the Voyage help center and Peter Morot went out of his way to work with Tumi to make that happen. I love my backpack and I am very happy with my experience with Voyage.

I emailed customer service asking about an ETA on my delivery and receive a very prompt response and was told my shipment would be tracked personally and it really eased my mind. The team went over and beyond.

This is not my first shopping experience with voyageluggage.com, but this particular experience deserves special recognition because of the exceptional customer service I received from Peter Morot.

I was looking for a very specific Samsonite Upright Mobile Office carry-on that I couldn’t find on Voyage Luggage’s website. I wasn’t even sure I could adequately explain what I was looking for, so I sent Peter several pictures to help him understand exactly what I had in mind.

What impressed me most was that Peter didn’t simply tell me they didn’t have it. He took the time to understand my needs and then thoughtfully recommended the Samsonite Classic 2 Wheeled Business Case. It had virtually everything I was looking for—and, to make it even better, it was on sale.

At that point, it was a no-brainer. I purchased the luggage Peter recommended.

This is what outstanding customer service looks like: listening carefully, understanding the customer’s needs, and taking the extra step to find the right solution. Peter went above and beyond, and his service is a big reason why I’ll continue shopping with voyageluggage.com.

Excellent shopping experience. Exceptional customer service. Thank you, Peter!