Sapphire Suitcases Avis 97

I don’t normally leave reviews, but this deserved one. The quality is genuinely excellent — feels like something much more expensive. Customer service were also very helpful when I had a question before ordering. Great experience.

I am extremely disappointed with both the quality of the products and the unacceptable customer service. I purchased suitcases that turned out to be defective, and despite acknowledging the issue, the company has refused to provide a straightforward refund.
Instead of following consumer rights, they have treated my complaint like a negotiation, repeatedly offering me partial refunds of 20%, then 40%, and finally 70% "in good faith" to keep the broken products. I have declined every single offer, insisting on the 100% refund I am entitled to.

The suitcases exterior is extremely dented after just one trip. The glue used on the interior has melted, which ruined some of the clothes we needed on our holiday.

Now, they have stopped responding to my emails altogether and are intentionally stalling the process. It is unprofessional and dishonest to hold a customer's money hostage after delivering faulty products.
Warning to others: Do not expect a professional resolution if your items are defective. You will have to fight for your money.

I ordered a suitcase from Sapphire because I have a flight to catch on Monday. I selected home delivery, but the package was sent to a pickup point instead.

When I went to the pickup location, they informed me that my package was not there.

I have already sent an email but have not received any response. So far bad service.

I recently purchased luggage from Sapphire Suitcases and encountered a couple of issues with my order. I received an unexpected customs fee upon delivery, and a welcome discount had failed to register during my initial checkout.

I contacted customer support and was assisted by Karoline. She was quick to reply and handled the case professionally. To save me the hassle of returning the items and placing a new order, she offered a practical solution by refunding both the customs fee and the missing discount value directly to my Klarna invoice.

The customer service was efficient, and they focused on resolving the matter smoothly. I am very pleased with the assistance I received.

Beyond the excellent support, I am highly impressed with the suitcases themselves. The design is outstanding, the build quality feels premium, and they offer great value for money.

Highly recommended.

Den 1. marts 2026 køber jeg 8 kufferter (4 store og 4 små)

Den 10. marts 2026 blev en af de store kufferter anvendt for første gang på en flyrejse og blev checket ind som bagage.
Ved ankomst til bagagebåndet var kufferten voldsomt beskadiget med omfattende ridser og store buler, herunder et hul igennem aluminiumet. Min umiddelbare vurdering var, at skaden skyldtes meget hårdhændet behandling fra lufthavens side og jeg anmelder selvfølgelig dette til flyselskabet.

Den 12. marts 2026 blev de resterende tre store kufferter taget i brug – denne gang til en anden destination og dermed håndteret af andet lufthavnspersonale. Til min store overraskelse ankom alle tre kufferter i nærmest tilsvarende beskadiget stand med kraftige ridser og buler i et omfang, jeg aldrig tidligere har oplevet.

Straks efter disse oplevelser kontakter jeg Sapphire med billeddokumentation samt en bekymring for kvaliteten på disse kufferter og om aluminiumsmaterialet var tilstrækkeligt robust til almindelig bagagehåndtering.

Jeg foreslog samtidig, at kufferterne blev indsendt til gennemsyn hos dem, da det forekommer usandsynligt, at fire kufferter beskadiges så voldsomt ved første brug – og endda i forskellige lufthavne.

Sapphire´s svar retur var, at de ikke var ansvarlige for lufthavnenes håndtering, hvilket jeg selvfølgelig giver dem ret i, men der ikke tale om et enkelstående tilfælde, vi taler om 4 kufferter.

Jeg henviste derefter til deres Lifetime Warranty, hvor de nok så flot beskriver
"Every Sapphire suitcase is built to last and is backed by our unlimited lifetime warranty.
If anything ever goes wrong due to a fault in materials, engineering, or craftsmanship, we will repair or replace your suitcase completely free of charge"

Sapphire svar var igen, de ikke var ansvarlige og at mindre ridser var med til og gøre kufferterne personlige og gi dem naturlig patina. De undlader fuldstændig og svare på mit ønske om de burde få dem til gennemgang, men takker mig dog for min feedback og indvendinger.

Ingen ombytning, reparation eller kompensation.

Jeg vil lige understrege der er ikke tale om mindre ridser, men er 4 kufferter med buler og hakker overalt og som nævnt har den ene enda et hul igennem aluminiumet.

Så min vurdering er flotte kufferter, hurtig levering og deres hjul køre super godt, men ønsker du mere end en engangskuffert vil jeg ikke anbefale dig og købe fra dette firma.

I asked to cancel my order within 10 minutes of purchasing. They asked what my reason for cancelling was which was that I saw bad reviews, even though legally I do not need to provide a reason under eu law cooling off period. Despite this they refused to answer multiple emails asking to confirm they have cancelled the order. They then sent me the suitcases days later. They knowingly broke my rights for cooling off period. Terrible customer service.

The stated delivery time of 2–5 days was not respected. The order was not even dispatched as expected, and this was later confirmed to be due to an error on the sender’s side.

Customer service failed to provide clear answers throughout the process. Responses were vague, and my request for compensation has been ignored.

This reflects poor logistics control and inadequate customer handling. Based on this experience, I cannot recommend this supplier.

Great suitcase.

Great looking suitcase. Only issue I had was the delivery time. On their website it says 5 working days to be delivered to Norway. I had to wait 9 working days

I ordered a set of 3 suitcases and asked for a home delivery. It was a bit more than a week before my holiday.

I received the information from the transporter GLS that my order was delivered to a parcel shop.

As it is a set of 3 suitcases, I specifically asked for the order to be deliver at home as the size is quite consequent .

I asked for support from the customer support but after a couple of emails they disappeared and never got back to me.

We are talking about a 1000 euros + order.

Not the support you would expect from a company that is advertising quality !

Nice looking cases. Good customer service. Internal compartment restraint doesn’t work so all your clothes fall out when you open the bag (learned to open other way up to help but not ideal). Case frame buckled barely on first trip so doesn’t close securely and will leak in wet. When raised with Sapphire as they offer a lifetime guarantee, they said effectively not their problem and I need to make a claim with the airline. So meaningless Lifetime Guarantee or worse misleading. Very disappointing.

I bought 4 pieces and the delivery was next day - absolutely love them all 🧳

I bought a set with one cabin suitcase and one check-in suitcase. On my very first trip using the check-in bag, it was damaged. The suitcase wasn’t heavy or overpacked, yet the wheel broke and became completely unusable.

I understand that airline damage claims usually go through the airline, but Norwegian does not cover suitcases in this price range. I therefore contacted Sapphire to see if the suitcase could be repaired. Unfortunately, that wasn’t an option. The only solution offered was to buy a new one – which is honestly disappointing.

Who buys an expensive suitcase expecting it to last a single two-hour flight, with no possibility of repair?

Even though I love the design, how lightweight they are, and the overall aesthetic, the quality does not match the price point.

I truly hope Sapphire introduces a repair service in the future. We really don’t need more “one-use” products in this world.

Great, fast, and straightforward customer service. Absolutely fantastic so far!

After some consideration, I purchased both the check-in and the hand-luggage bag. On my very first trip with the check-in bag, I immediately noticed how poor the quality was. It is hard to believe that a genuine aluminium suitcase could receive this many dents and scratches after a single 3-hour trip.

I contacted Sapphire’s customer support to report the issue, but they refused to refund me after I explained that the bag does not meet acceptable industry standards. Instead, they offered me one of their own leather bags as a goodwill gesture. Unfortunately, the leather quality was also extremely poor—I even took it to a professional, who was surprised by how bad the material was.

After just three trips and five months of ownership, the check-in bag is now completely destroyed. This is absolutely not normal wear and tear. Even my grandmother’s €150 suitcase has held up far better over the years.

I contacted customer support again to explain that this level of damage is unacceptable, and once again, they refused to take responsibility. Overall, this is a very unprofessional company. I would strongly advise against buying from them, as they do not stand behind what they market as “premium aluminium” luggage.

Very nice quality, I am looking forward to use the suitcase

Excellent service from start to finish. Despite placing the wrong order, Karoline was patient, supportive, and made sure everything was sorted out. The luggage arrived well packaged, is very durable, and looks great I’ve received many compliments. Truly worth the price.