Top critical review
2.0 out of 5 starsWarranty actually covers nothing
Reviewed in the United States on December 7, 2017
For the most part the luggage held up fine. Our first flight using the luggage was from the U.S. to Bali. When we arrived in Bali, we noticed that one of the wheel's had popped off and was missing. We were too busy to deal with it while on vacation so waited til we got home to contact them because I remembered there was a warranty that came with the product and thought it wouldn't be a big deal.
When we got home, I contacted Kenneth Cole regarding the warranty. The customer service rep said they no longer service my type of luggage and told me to go to a shoe repair store or seamstress to replace my own luggage wheel. Technically Kenneth Cole Reaction luggage comes with a warranty but when reading more closely at the warranty, it pretty much covers ABSOLUTELY NOTHING. They don't cover "normal wear and tear" and they don't cover "damage by common carrier or airline". But supposedly they do cover "defects in material or workmanship". This is a terrible deception that their company tells the public. My brand new luggage couldn't survive one flight from the U.S. to Bali without a wheel popping off? And they can't even send me a replacement wheel or fix my luggage? So apparently, Kenneth Cole doesn't stand behind it's products and refuses to to help their customers.
Like I said before, their luggage held up for the most part minus scratches all over the exterior appearing after first use and the missing wheel. But I appreciate good customer service and a company that stands behind their product. Kenneth Cole doesn't do that. I won't ever buy any bags from them ever again. Buyer beware. You get what you pay for. Next time I'm buying Samsonite.
