London Fog Avis 

First time I used the suitcase 1/2 of the double zipper mechanism on the large part of my 28" piece of luggage fell off after the mechanism cracked due to the plastic nature of the piece. Customer service was absolutely no help! I am left with a suitcase that has a sketchy zipper.

I purchased a London fog Westminster luggage set off Amazon. The first time I used the carry-on size the handle broke while on vacation. Came back. Returned the entire set. Reordered again as I was hoping it was just a one-off, but the same exact thing happened on another trip which was 6 months later, And the first time I used it. No customer service responses.. sent me to three different departments and have said they will not refund anything. London Fog used to be a great company but it has totally gone downhill. I would not purchase anything from them!!!

After 2 trips, the retractable handle on my London Fog hardshell carryon bag will not raise all the way up. With a 5 year warranty, I reached out to London Fog and was directed to Leisure Luggage in the US. I am in Canada. I sent photos and video of the problem and about 8 weeks they approved my claim. The kicker is, I have to pay for the shipping and any customs fees/taxes and then install the replacement part myself. London Fog should not put their name on something like this, it just devalues the stellar reputation they have always had.
I feel totally scammed and now have a useless piece of luggage!

I have been for more than 2 years trying to get a response on my luggage where the wheel broke off. I have emailed left messages nothing. If you are thinking of buying think again I would not!

I emailed regarding my new hand luggage the zip of which broke during first flight, home from Canada. I had bought the bag in Canada so can’t return it. No response from emails I’ve sent. My story echoes many other reviews here. I too shall have to find a local repair for the zip. So much for a 10 year warranty, you don’t even get a week!

They gave me the runaround when I inquired on a broken zipper on my carry-on bag. I gave them all the answers they requested and yet they did not get my pics and then suddenly they got them--about 3 weeks later and after I kept sending the pics they needed. Then, they stalled for almost a month before I got the answer that "may be the warranty will not be applied". NEVER AGAIN WILL I TRUST THESE CROOKS--LONDON FOG'S CUSTOMER SERVICE SUCKS! NO RECOURSE ! Gonna find a local repair shop and get professional service.

The airlines broke a wheel on my 29” London Fog Sussex 1360 suitcase while on International travel. I contacted London fog leisure luggage by email only to get a response that the email is no longer supported, and to call customer service at the number provided. I attempted to call them and received a voice prompt indicating that customer service is no longer available by phone, and to contact Warranty service on the web site. That proved futile. All I wanted to do was to find the exact size of the wheels and where I could purchase so I could replace them myself. A simple phone call to customer service would have solved the issue & I would have remained a loyal customer. Sorry to be crossing London Fog off my future purchases. Unacceptable poor service coming from a global company. If you are not going to provide anything shy of exemplary service- Get out of the business!! I do not recommend this product.

Poor quality and customer service. The threading at the seams came undone. I reached out to customer service to be told that the bag was mishandled and damaged so they would not cover it under warranty. I have only used the bag 2 times.

Expensive piece received as a gift. Broken zipper and unraveling seams after first use. Reached out to company with good response initially followed by complete ghosting for months. Unanswered emails. Shame that a well known company of quality has fallen to junk and no longer cares about customer service.

I have had mine 12 years no problem what soever brought from tk max think may be lot of fake ones around.i called the number once due to a mark.it was definitely delt with they sent me some cream it worked.

Purchased luggage about three years ago...the full set...comes with a 10 year guarantee...what a joke that is! One of my luggage wheels came off and just wanted a replacement shipped to me so that I could fix it or tell me where to bring it to get it fixed. Just trying to find a phone number to call is tuff enough but actually getting someone to answer is much worse! Left multiple vm's but no call back. Went online to try to get some help...they just told me to call a number that no one answers or email someone that does not respond! I've even tried to go to the parent company Iconic Brand & left a vm with Amy Masser...again, no response at all. This company is awful!!! I will NEVER purchase another London Fog product and will recommend that no one else ever does as well.

Worst experience ever. The whole 10 year warranty is a hustle.

The warranty info on the warranty card invalid is literally outdated. I had to search online and still could not find a contact….it’s like they don’t want you to use the “10year warranty”. Since I initially purchased the luggage from Macys I contacted them for assistance and they gave me the same outdated info that is on the warranty card for the product currently sold in their stores. As a desperate effort I reached out to Londonfog.com and they were able to give me a contact for luggage purchased outside of londonfog.com.

The whole warranty servicer encounter/process was a whole other nightmare. First, it took over a month for me to get a second response/update from the warranty company after providing them with the requested details. i believe they only responded because in my last follow up I mentioned I had filed a complaint with the BBB and my local Office of the Attorney General, I received a reply from the warranty servicer almost immediately. The representative said he/she had basically been very sick all of December. Keep in mind, this is a warranty servicing company and I called them multiple varying times theogony the entire month of December and the phones just rang and whenever I attempted to leave a voicemail the mailbox was always full, how sad and pathetic.

The warranty servicer has offered me an inferior replacement. It’s smaller and does not have the tsa approved locks, and most likely doesn’t have the same interior design….which puts the original luggage at a different price point, which is not what I wanted which is why I paid what I paid bcos good bcos the luggage needed to meet certain criteria.

Buyer beware when accepting any replacement London fog luggage bcos the consumer will be required to pay for shipping, which isn’t fair bcos their product didn’t live up to expectation and design. Additionally, the replacement luggage will satisfy the 10 year warranty and will only have a 90 day warranty instead of 10 yrs. I am so bummed bcos I purchased LF bcos of the brand and warranty. I purchased it in 2020 and used it for the first time in 2023….with a 90 day warranty I would not have purchased London fog but instead a different brand. And not to mention with a 90 day warranty and no plans to travel in the next 8-10months I will have no way of knowing if the replacement is sufficient. But then again I guess the 99 day warranty speaks to the real quality of their product.

I will NEVER again purchase nor recommend London fog merchandise. I’m fast I will share this experience on multiple platforms and with anyone who travels. Do not purchase London fog luggage.

More than likely the warranty replacement is garbage and they know it which is why they only give a 90 day warranty for replacements.

What an awful London Fog experience from every aspect. I would absolutely not recommend London fog luggage to anyone as it is inferior to several other brands sold at Target and Walmart.

I bought a set of London Fog suitcases from the Sussex collection (Style # 1360-4SU 09/2021).The spinner wheels on both suitcases deteriorated very quickly. The carry on is specially very hard to maneuver since it’s the one that I have to carry the most when walking around the airports.
Both pieces of luggage are under warranty and I submitted all the pertinent documentation along with pictures to them via email back in October 2023. I’ve resend my email several times ever since, and they NEVER EVER respond.

Purchased a wool blend coat on line Nov 3rd. Received it promptly. Tried it on and all good so disposed packing info. November 21st at an appt I noticed an actual scissor cut in a seam. I came home, attempted to call to keep getting disconnected. Sent pictures with several emails. Now Nov 29th and have heard NOTHING. Guess I'm stuck with this coat. Possible a tailor can fix, hide this cut???? At my cost and time of course.

Hard cover luggage cracked and under warranty...and never even went onto a plane! Never was able to travel with it! We just moved it within the home and it randomly cracked (we had 3 and this happened to 1 of them). Very difficult (nearly impossible) to reach the company to get it replaced. I finally got a hold of a different company to get through to them... Got in contact. They send me replacement luggage-only to be lost in the mail. And since then no resolution from the company at all. I had to open a case with UPS and they offered a full refund to London fog and I have heard nothing back. I've tried emailing the contact I had and also calling... No replies. Awful company. Awful product. Save yourself the time and money... Do not purchase any London fog products.

I bought rain boots that I rarely wore , found a big slash in my boot today things this expensive should have better quality

I bought a black quilted coat which is now unwearable. After a few uses the white filling has started coming out all over the coat making it look like it’s always snowing. I messaged London fog and never has the courtesy of a reply. Absolute rubbish and I would never buy from them again

Extremely bad and poor quality. Coat is tearing apart within 2 months

My boyfriend purchased a luggage set for me and they’re beautiful. Very well made!