Top critical review
94 people found this helpful
some good, some bad
on May 27, 2014
I purchased a set of New Luxembourg (TC5800G20) luggage through Amazon Prime a few weeks ago. It arrivede in two days and looked to be of good quality. I used it the carry on and the 25'case the weekend after I got it to go to Boston. While walking between the hotel and the subway, one of the wheels on the 25" case failed. At 33lbs total weight on a case that should have held 50 gross weight without failure, I was displeased. From the looks of it, the end of the axle where it is pressed to create a flair was not adequate to hold it in place. The 'head' side of the axle was protruding 1" from the assembly and this caused the wheel to come loose and tear apart in just a few steps. A second wheel looks like it is also loose. A quality problem to be sure. If looks are a big concern to you, the emblems are raised and not well fastened the emblem on the checked bag did not make the first flight. Aside from the emblem and the wheel, the case held up well and I would have ignored the emblem issue.
I contacted the company to see if they could just send a replacement wheel. They required that I follow their extensive warranty claim process, requiring 2-3 weeks of review before they decide if they will even honor a repair. Then, I would likely have to pay to send them the whole case, wait for a repair, and repeat the process if another wheel needs fixing. The warrant also hints that wheels may not be covered. Since my return rights under Prime would have been expired while I waited to see if they would repair the case. I sent it back. The bigger case had the same wheels, so the added weight there would have the same failure.
The two carry ons (different, not spinner, wheels) worked great and were rigid enough that I would have loved to keep them. The inside of all the cases were quality and well laid out.
Would not buy again until they improve the spinner wheels or guarantee they will replace them by sending you new ones for free for the entire warranty period.