We own several pieces of Lucas luggage and had always been happy until the zipper on a suitcase we bought a few months ago broke on our first trip. I spent a great deal of time attempting to submit a warranty claim but (as other people stated) the submission bar on the 24-7 site just seemed to be stuck. Also it was impossible to contact anyone by phone. I sent a message by snail mail and hope that might possibly get some action.
STAY AWAY!!!! 1 star is only so I can post. High employee firing / turnover. Cheap LOW-QUALITY, flimsy luggage made in China. Management / Presidents are MISERABLE CHILDISH BRATS. Read reviews on better Business Bureau.
Deserves ZERO stars. Impossible to submit their own claim forms on their site. They do not return calls, and the list of complaints against them on the BBB is endless. Avoid any luggage or items that they "warranty" as they are impossible to reach and deal with. A deliberately deceptive company.
Excellent customer service, reported product issue via email and phone but it did take about 5 days to contact me via phone. Eric replaced the tote immediately and it was received the very next day. Thank you Eric! Lori S
Certainly can't relate to the 5-star reviews. Had no fewer than 21 back-and-forth emails with "Eric" over the course of 7 months; all I wanted to know is if the zipper on my Pathfinder which had a clear defect (it could only zip in one direction) could be replaced. 21 emails, lots of "sure sure hit me up next month" then, radio silence. So I learned to live with zipping in one direction only; fast-forward 8 months and the other zipper recently split. Just bad supply chain sourcing & customer service.
I have been trying to get a hold of someone in customer support by phone and emails since 06/10/20, and I never heard back from anyone. I'm extremely disappointed with this company!
Two zippers fell off of my suitcase, on the inside compartment. I contacted them via email, from the website that was on the tag that I saved, sent pictures, & they mailed me a brand new suitcase of the exact same design to replace my broken one. Excellent product overall & my daughter loves the design of this suitcase. It has a 5 year warranty, which has come through for us! Thank you!
ERIC ANTON is the person you want to talk to if you really want to have your problem solved! He really cares! Thanks so much for all your help!
My wonderful, adaptable Ciao carry on is my favorite bag!
Had a problem with it, emailed Eric at 24-7 customer service and viola problem solved!
Paid shipping to get bee one here but any company that has Eric and customer service like that gets my lifetime patronage !!!
Wish I had somewhere to go!
Initially I was a bit upset that the handle broke on my luggage just two years into it, but was very pleased when it got resolved quickly and nicely. Thanks.
Inner lining of the bag ripped but after speaking to customer service (Eric Anton), I was given a new replacement. Besides the lining, the bag was great and easy to travel with. Visited countries with uneven pavement and the wheels were very sturdy. Would recommend.
I wish I could throw away the pathfinder carry on, but it was a gift from my sister. their customer service was soooo bad unbelief rude!!!! Still didn't fix the zipper, such a waste money!
After three emails - I decided to call the other day. They had my emails and I got a new luggage today. I guess they don't seem to answer emails but will talk with you on the phone.
I'm a happy camper today.
The handle wouldn't retract in my suitcase. I couldn't get anyone to answer my e-mails. I finally found a phone number and upon calling got Eric. He not only replaced my suitcase but shipped it by Fed-X.
We are leaving on a trip tomorrow and I received the replacement suitcase today. Eric is not only very helpful and efficient and resolved my issue immediately, but is so courteous - just down right nice. Talk about above and beyond my expectations, I can't say enough good things about Eric. He is truly a benefit to 24 Seven International.
My experience was very similar to Rich Oates' review above. It was very frustrating initially, but when I finally connected with/contacted Eric, he took care of the situation in an above-and-beyond manner. We are very pleased with the outcome of what he was able to do. The initial suitcase broke the first time we used it, but he managed to replace it with a much better one that will fit our needs perfectly.
I received a brand new underseater for the one that got damaged. Very thankful.
Eric was very friendly and easy to work with, when I needed to replace my 22 inch Samantha Brown rollerboard luggage. I fly for a living, so it was important for me to have it as quickly as possible, and Eric did just that! I had my new suitcase within a day!! Great customer service, thank you!!
I had a problem with my suitcase within the first six months of purchase. My initial attempt at contacting 24/7 International's warranty department did not go as smooth as I would have wanted. Soon after, Eric reached out to me via e-mail, and after supplying requested documents needed for warranty the work, he was able to rectify the situation to my satisfaction. I have read the reviews on BBB. However, in my experience-I must say that I do not agree with the negative reviews. Eric went above and beyond my expectations in order to "make it right".
When I had a problem with a luggage wheel, customer service was very quick to respond, replacing the defective suitcase entirely with minimal effort and only a shipping fee. Thank you!
Eric was excellent to work with. After to speaking to him I had my replacement in 2 days. I'm very happy with care I got. Thanks Eric
My initial attempts to contact 24-7int via email were like shouting into a void. However, once I called, Eric was incredibly helpful and really went above and beyond to help me with a replacement suitcase. Eric is 100% the guy to talk to, he took care of my claim immediately and without any hassle. Thanks Eric!
Had a warranty claim, failed zipper, on a suitcase which I used extensively on world travels. Contacted warranty department, explained my issue, sent picture of damage and 2 days later a new suitcase arrived at my door. Suitcase was excellent quality and dealing with company personnel was a pleasant surprise! I would highly recommend this company and their products.
I would highly recommend this company and products for what? smelly fabric or bad zipper?
I love these bags! I travel often and use them for my carryon on the plane as well aspack it daily for my gym workout (obviously that s on hold) I found other brands would wear out from my usage but this one holds up. and I have high standards lol
