March 2024 by Deborah B
THREE times I sat on hold for 15minutes or more. THREE times I eventually became 'caller number 1' and would be the next to be answered. THREE times it then suddenly cut to a recording asking me to leave a message!A great way to infuriate your customers!I am spending my day trying to resolve a mistake you made. Wrong item sent.I paid for express delivery to ensure I received it in time for my daughters birthday. I therefore need this to be resolved today, but your contact form states that it could take up to 3 days to respond(!).Why make it so difficult for your customers to get in touch?When a company is confident their customers rarely have cause for complaints, they are easy to contact.I'm sure this is only the beginning of the disappointment. I now have to:-Wait an unknown length of time for someone to contact me (probably too late for my daughters birthday)-Try to arrange for the incorrect item to be collected (probably involving more time and effort on my part)-Try to arrange for a refund (they'll probably tell me this could take up to 14 days)I wish I had bought a case from Amazon.T272111360
January 2024 by L ?LN? N
First of all, ordering was rubbish, do not know how 2 identfical orders were placed within minutes and both were deliveredSecondly ,customer service is even worst via email do not respond even after more than a week and several emails. Their website do not have phone number for contacts. Had to google search to find phone number. At the moment , on long phone queue. When finally reached top of queue after 40 minutes, only voicemail came on for leaving message!!!. This happened to me twice. Surprisingly, someone did phoned back after 4 hours . Finally received a returns slip. Also they say their phone number is on their website, at bottom of FAQ page. I would have thought it should be on the Contact Us page. Maybe, they try to make it as difficult as possible for anyone to contact them.
January 2024 by Munira Chand
Customer service number it's ridiculous, call keeps cutting off after being on hold for 18 mins, this happened 3 times!! Absolutely dissapointed.
December 2023 by Mark Edwards
Cut off after 20 mins holding on phone
October 2023 by Edward St John
Ordered, wanted next day delivery, but didn't go through and now paid - its says 'standard delivery'. Trying to get hold of customer services but not answering the phone. Cut off after 18 minutes on hold. No ability to cancel or amend order. It seems like a con. Call me immediately to resolve please. You'll find my emails with my details.
October 2023 by Noa Rac
Seems they can take your money but when it comes to refunds it's months later not in the UK dear!!! 14 days is the return policy. Don't order from them directly. Never pick up the phone lazy they should be out of business.
September 2023 by Sema Sahin
Professional and understanding customer service. I was delivered a faulty luggage and received a replacement in less than 48 hours! I was initially stressed as I was urgently in need of a luggage due to flying out within a few days. Although Tripp states that their response timing is within 5 working days, Kaye B. picked up on my case immediately arranging for a replacement, and as a gesture of goodwill refunded the delivery charge that I had paid for.I am also very pleased with my new luggage, the quality and design never fails to disappoint.
August 2023 by Fisayo Longe
Edit: My emails were not going through to them for some reason. They have reached out and fixed my issues.Really terrible customer service. My suitcase broke so I made a warranty claim as they have a 5 year warrantly. They asked me to send in all the evidence which I did. It has been a month now and nobody is responding. Awful customer service.
June 2023 by Rosa-Safiah Connell
Have been trying to return a suitcase which broke whilst I was flying abroad. It wasn't a cheap case and the staff at baggage reclaim had to carry my suitcase to me as it fell apart in the plane's hold. Have explained this to their customer services but they do nothing to resolve the issue.You've responded telling me to fill in the contact form on your website which I have done five times now for the last month. I get one email response and that's it and the issue is never dealt with properly.
May 2023 by Jake Walter
Ordered a suitcase over a week ago, chose to use the collect+ delivery option.After chasing up the order Through email I?ve now been told it was unable to be delivered and has been sent back to the warehouse. No information was given until I chased this issue up.All I want is to talk to someone yet their phone lines put you on hold and then automatically hangs up after 8 or so minutes on hold.Customer service is absolutely abysmal.
May 2023 by Z Powell
Terrible company . Sent me completely the wrong order, and half of my items are missing . No way to contact them to exchange . Good portion of my order is missing never experienced receiving a completely wrong order in the whole 15 years of ordering online
December 2022 by Catherine Warrilow
Amazing customer service, I wasn't happy with the quality of my case and they were super helpful and arranged a replacement - the wording of their emails was friendly, genuine and sincere.
August 2022 by Dominique Laretive
I?ve had an excellent experience with Tripp customer service. The back two wheels of my suitcase broke whilst on holiday after several years of use and I contacted Tripp when I returned to double check the size of the wheels as I wasn?t too sure which ones would fit. They got back to me quickly and posted the wheels to me at no cost. They were really easy to change. I?m really happy and would have no hesitation in purchasing from Tripp
July 2022 by Malicha Davies
DO NOT ORDER FROM THIS COMPANY!! I ordered a large suitcase before my holiday and paid for a next day service, it did not arrive in time. Whilst I was on my holiday I contacted Tripp and requested a full refund, I returned back the weekend of the Jubliee bank holiday and have since been trying to arrange collection and refund!! Customer service are terrible and Yodel there chosen courier are just as bad!! I have never in my life been so stressed from such a simple request. I keep taking days off work to wait in for the collection as I have been told yodel do not collect on weekends. Jessica continues to book in collections today was the 5th one!! Once again nobody has turned up and I am out of pocket!!
July 2022 by Felicia Stephen okoye
Customer services very poor
