My complaint:
I want to express my disappointment and frustration regarding my recent experience with an online order I placed for two luggages from American Tourister.
On 6th of Jan 2024, I received my order ahead of my scheduled travel date. However, I encountered a major issue with the cabin-sized luggage. The handle suddenly collapsed without any manual force applied, rendering it unusable. Additionally, the medium-sized luggage had several noticeable scratches that were not present when I received it. It is worth noting that I also own a Delsy luggage, which was transported on the same plane without any scratches or damage.
In an effort to resolve these issues, I visited the American Tourister store in Egypt and requested that the maintenance team examine and repair the luggages. To my surprise, the store manager informed me that the maintenance team declined to repair both luggages. This response was highly unsatisfactory and unexpected from a reputable brand like American Tourister.
Subsequently, I contacted your customer service hotline to report a claim and seek further assistance. After a lengthy conversation, I specifically requested to speak with a manager, hoping to escalate the matter. Unfortunately, despite the assurance that a manager would contact me, I have not received any follow-up call or support.
Today, the store manager reached out to inform me that the luggages are ready for collection, without any repairs being made. Such a response is not only disrespectful but also fails to meet the basic standards of customer satisfaction that should be upheld by a renowned company like American Tourister.
I am deeply disappointed with the quality of the luggages and the lack of attention given to my concerns by your maintenance team and customer service department. As a loyal customer, I expected a much higher level of service and support from American Tourister.
I kindly request that you take immediate action to rectify this situation. I expect the following resolutions:
1. Provide a replacement for the defective cabin-sized luggage with a new, fully functional unit.
2. Compensate for the damages on the medium-sized luggage, either by repairing it or providing a replacement.
3. Investigate and address the lack of response from your customer service department, ensuring that such a situation does not recur in the future.
4. Take measures to ensure that your maintenance team provides appropriate assistance and repairs for customers’ defective products.
I trust that you will treat this matter with the urgency and seriousness it deserves. I am eager to have this issue ly resolved so that I can regain my faith in American Tourister as a trusted brand. I look forward to receiving a satisfactory response from you within [mention a reasonable timeframe].
Thank you for your attention to this matter.
Yours sincerely,
Suggested solution:
kindly request that you take immediate action to rectify this situation. I expect the following resolutions:
1. Provide a replacement for the defective cabin-sized luggage with a new, fully functional unit.
2. Compensate for the damages on the medium-sized luggage, either by repairing it or providing a replacement.
3. Investigate and address the lack of response from your customer service department, ensuring that such a situation does not recur in the future.
4. Take measures to ensure that your maintenance team provides appropriate assistance and repairs for customers\' defective products.
