Hanover, United States
6090 Dorsey Rd
N/A
+1 4107965655
Exceptional customer service! Each of our family members has Delsey luggage we purchased 2016-2017. I contacted customer service via email for a warranty issue regarding a zipper on a spinner. Within a couple of emails and less than one day, our replacement suitcase was being shipped. No forms to fill out, no waiting for someone to review...email, a couple of pictures and it is resolved. This company knows how to do customer service-thank you, Cynthia, for your commitment to outstanding service!
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I need one new wheel. I don't know the model of my suitcase. I can do it myself. I tried to contact the shoe makers in my area with no luck. So I contacted Delesy HQ in Maryland last week by their website contact page. No reply well after 5 days. Today I wrote an email to their customer service address and followed it up with 3 phone calls. No live body answers the phone. The 1st call I pressed 2 for customers service. A recorded message told me to go to some Shop website ??? I didn't understand and it hung up on me. The second and third call backs I pressed 8 for repair shop inquiries I was switched customer service where they said the next available customer service agent would be with me. After 12 minutes a recorded message came on and said you have been answered by 502 and at this time we are not accepting calls. Then promptly hung up on me. Same thing on the 3rd call wait 12 minutes and got hung up on. Seems Delsey does not answer their authorized service callers either. So do they have customer service? I think NOT! I just need a replacement wheel. I cannot find it on the internet. so much for my expensive trolley suiter getting fixed. Maybe they will respond to my 2nd email with 8 x 10 gloss pictures. Don't hold your breath.
BEST CUSTOMER SERVICE that I have ever seen. I contacted Delsey via email on a Sunday (1/31/2021) about a warranty concern. I received an email from C/S on 2/1/2021 and after a couple of more emails, I received a replacement product on Friday (2/5/2021). I have never in my life seen such a quick turn around from start to finish. Definitely will be buying from this company in the future.
I inquired about a repair of my garment bag as it was under warranty. The repair center in Denver closed permanently when covid hit so I was not able to bring it anywhere. Cynthia in customer service got right back to me when I sent an inquiry about how to go about getting it repaired. I sent in all the supporting documents and pictures and she gave me a nice credit towards the purchase of a new one. I was very impressed with the service I received. Great job Delsey! Not only do you have great products that you stand behind, you have great guest service to go with it. Thank you!
After using Delsey's wonderful 27" hard case for 2-3 years, it developed some cracks. I emailed them to ask for help and heard back from them within 20 mins. I sent them the numbers on the suitcase they asked for and pictures and thought I would hear back "within 6 to 8 weeks". NO! Within a half hour they emailed me asking for my home address so they could send me another suitcase! I'm sure there are other companies who make equal suitcases, but Delsey now has my business forever. Customer services makes the difference!
Without question the BEST customer service on the planet. I had an issue with a bag that was about 2 years old. Zipper broke. I contacted the on line customer service link with my problem. I really wasn't expecting a response for a while. To my suprise I recieved an answer back promply the next morning!! Explained what the issue was and sent a couple of pictures of the broken zipper. With our any delay I was notified that a replacement bag was on the way!! I am now a customer for life. I will recomment their products to everyone I know. I will always support companies that stand behind their products. What a breath of fresh air in a world that can be soooo challenging! GREAT PRODUCT! GREAT PEOPLE!
Placed order on Website and we ordered a wrong item. We sent Delsey an email immediately and 3 days later they respond that they can not change our order only cancel and we could reorder. We so "ok please cancel" and we go to reorder and now the items we had on the order are no longer on site. Tried to call their phone number that they list only to be told by a recording that you can only contact them by email. which takes days to answer. Very Frustrating especially when you are spending over 1000 on luggage.
Just wanting to put in a good word for Delsey. I've used their luggage for years, and was recently surprised when a brand new carry-on turned out to be defective and broke on its first use. After contacting Delsey, they requested some basic documentation / photos of the luggage. I sent them the information, and the Delsey rep promptly informed me they would be replacing it and gave me a number of bags to choose from of equal or better quality. I selected one from the list, and shortly thereafter it showed up on my porch. Delsey really stands behind their products and it shows. Thanks for the great customer service!
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