Misleading Return Policy
Misleading Return Policy – Bait and Switch Customer Service
Before purchasing, I used Travelpro.ca’s own AI chat to specifically ask about the return policy, as I wouldn’t be using the luggage immediately. The chat clearly stated a 100-day trial return policy. Based on that information, I made my purchase.
When I finally used the luggage and found it functionally unsuitable (the tote unbalances and topples when stacked on the carry-on), I contacted Travelpro to return it — only to be told the 100-day policy applies to U.S. orders only, and Canadian customers are limited to 30 days from delivery.
At no point during the chat was I told this distinction. I made a purchasing decision based on information provided by their own customer service tool, and they refuse to honour it.
This is a failure of accurate disclosure and basic consumer trust. If your AI chat gives incorrect information that influences a sale, standing behind that information is the ethical minimum. They declined.
I would not purchase from Travelpro Canada again and urge others to get all policy details in writing before buying.
Réponse : Travelpro
Thank you for sharing your feedback—we’re very sorry to hear about your experience.
We’d be more than happy to take another look at your case to ensure everything was handled correctly.
We’ve requested additional information and afterwards will have someone from our team reaching out to assist you directly so we can review this further and work toward a resolution.
We appreciate the opportunity to make this right.