Top critical review
72 people found this helpful
Handles break; warranty service is horrible
on June 16, 2013
I purchased 2 sets of Nautica luggage about 15 months ago to replace our aging (10+ year old) sets. The purchase through Amazon was fine. The luggage is nice looking and easy to spot in baggage claim. They're also roomy inside and surprising light (not the lightest, but much lighter than our previous set).
Unfortunately the durability on this luggage is terrible. We've had 3 handles rip from their rivets in the last 6 months. We're not overloading them, in most cases we don't exceed 40 lbs and since you can't check baggage at over 50 lbs without a surcharge we've never been over that limit. We're also not extensive travelers. None of the pieces have been used more than 3 times at this point.
The fun begins when you try to make a warranty claim. Nautica warranties are handled by Randa Luggage. They only have e-mail correspondence and there are no service centers - they require you to send in photos of the damage upon which they will either mail you parts to fix it yourself or (if they deem non-fixable) replace the luggage. All of this takes 5 weeks minimum (they claim 3-5, but that hasn't been my experience). Not only is this a hassle I'm concerned the handles will continue to break and I've wasted a fairly good chunk of money on items which I'll be lucky to get just 2-3 years out of.
My recommendation would be stay away from Nautica and go with a company that has authorized service centers and a real warranty. Good luck.