Ld D.

It luggage advertises on its website that "our luggage is manufactured to a very high standard and undergoes rigorous testing. Our standard 10 year warranty underpins our confidence in the quality of our products.

In the unlikely event that there is a problem... then we will replace the luggage under the terms of the warranty."

I detail below the responses received from IT luggage when I explained that two of the wheels have worn away to the point that the case is no longer usable when it is near the beginning of the 10 year warranty period.

From: Reception
Date: 7 September 2017 at 10:08:17
Subject: Faulty suitcase wheels
"We attach a copy of the warranty which clearly states repair or replace so you can be clear on this point."

This is not the information printed and advertised on the warranty attached to my suitcase.

Dealing with so-called customer services has been a very unpleasant experience, and unnecessarily so. I simply won't buy luggage from this company again as a result. I can't recommend the company or the quality of its luggage either on the same basis. I have agreed to provide the video asked for but have passed it over to Trading Standards, VISA and the Advertising Standards Authority as I don't want to deal with this rude and unpleasant customer service team any longer.

Interestingly, this company has no contact number to call anyone let alone customer service, and takes a long time to respond to emails. It also has no escalation or complaints process so you continue to receive the same patronising, bordering on offensive emails from the so-called customer 'service' team.

On 30 Aug 2017, at 17:00, Reception wrote:
Dear Sir/Madam,
Thank you for your email.

I believe we may stock some possible replacement wheels to fit your suitcase. In order that we check this, could you please send one further photograph of the bottom of the suitcase to include all of the wheels

Kind regards
Customer Services
It luggage UK

The company then claimed that this was not necessarily a fault but damage caused by me or someone else, and that "the offer to send out replacement wheels was a goodwill gesture."

Having had all the photographs, the company then asked for a video:
"Dear Sir/Madam,
To ascertain whether there is indeed a fault with your suitcase we would need to see a short video which demonstrates that your case does not wheel. The photo provided does not seem to evidence the wheels failing to rotate, but appears as if there has been something caught in the wheel housing causing the wear to one side of the wheel (which is not considered a manufacturing fault). We would need the above information before this can proceed any further.

Please note that the warranty provides for repair or replacement.

Kind regards
Customer Services
It luggage UK

When I explained that I thought a video was not necessarily going to show the details of the wheels not turning (I am not a professional video maker and they do seem to be taking up my time unnecessarily), I received a terse unhelpful response, and customer service has now refused to assist further, claiming that I am not providing the information required to determine whether this is a fault.

Of course I am not refusing to provide it, but do question the value of sending a video. Also I have concerns that the company will continue to refuse to honour the guarantee by claiming the wheels are not faulty. In addition, it is clear that this is not damage as it is not just one wheel but two that have exactly the same issue.

I believe the warranty is both misleading in its wording and worthless in practice. No damage has been caused to the case, and therefore it can only be a genuine fault with two of the four wheels.

I had bought the case as a result of this so-called "guarantee" being offered, and not only does the company claim it is not a fault, it now suggests that it has no obligation to replace. This is contrary to the information on its website and on the suitcase itself. Customer service is appalling and bordering on being semi- offensive (in my view) now.

The last email from customer service to me noted that "we will not entertain further correspondence unless it is constructive to the request for evidence of the fault."

All of my emails concern the fault and have been constructive in an attempt to resolve the issue. It is my opinion that the company does not wish to honour the 10 year guarantee and replace the case, and does not welcome someone continuing to push the point with it. I refused the offer of the wheels (who is going to put these on the suitcase?) and now the company is claiming it is not able to determine whether there is indeed a fault.

The most recent email continued "it is of course your prerogative if you wish to involve the below."

Regards
Customer Services
It luggage UK

It is nice of the company to acknowledge that the consumer has legal rights, but it is a shame that it does not respect or welcome consumer queries and issues with the luggage it sells. Nor does the company appear to wish to comply with consumers' rights and - oddly - its own warranty wording and website adverts!

This is the response I received from Shein:

"we think you might make the mess about the order. You do please know that we take it as an exception for you, we issue the refund even through we still didn't receive the package yet, but it seems you didn't appreciate it yet, but took such prejudice to our site, it is not the correct attitude to solve the problem, please just calm down, and cooperate with us to solve the problem.
Hope for your kind cooperation.