Terrible experience sent me a bag half the size of the damaged bag the representative Brandon insisted it was the same size. After I kept stating it was incorrect suddenly his story changed to they were out of that size bag but not to worry because this tiny bag was the newest model. I sent the bag back to them and left multiple messages to try and get an update. Never got a response and weeks later received the same bag in the same packaging back in the mail. Just make the airline reimburse you don t waste your time with this company.
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Horrible customers service. You call them, wait on hold, they answer and ask you to hold. Then they come on the line and tell you that they cant look up your luggage that is being repaired as they are "searching something for this passenger" and ask you to hold again.
I give a one star to this company due to my luggage got Deliberately cut by someone that work at Delta Air. And they sent it to them and they wanna give me a cheap bag duffel bag. I have received that Michael Kors duffel bag for my birthday. Someone at Delta cut it. But they want to send a cheap Duffel bag to replace of the one that was Destroyed.
Great/knowledgable customer service, but rather than replacing the telescoping handle columns inside the luggage (which were crushed in two places on a United flight), they just hammered the major dents out. We'll see if the still-damaged aluminum holds.
Ryan's was repairing my bag on behalf of United Airlines, as while in UA's care someone cut both zipper sliders and broke into my bag.
I received my bag back and it looked great, however, after inspecting the bag it was clear Rynn's did a really poor repair job:
1) instead of finding the begging of the zipper chain, opening and installing new sliders, Rynn's cut through the zipper chain and installed the new sliders.
2) they did not bother to repair the cut in the zipper chain, so the sliders would and did fall off.
3) in installing the zipper sliders, they moved the branded pull tabs from the original bag to the new sliders, and in the process (also due to using cheap sliders), weakened the slider tab holders so the pull tabs broke off very quickly.
I wrote UA and of course did not hear back, so I repaired the bag myself using Sugru.
Poor attention to the repair and sloppy execution. I would not pay to use them and had I paid for them locally, I would have demanded a full refund and complete repair
Elisa V. , the best customer service representative I was fortunate enough to have assist me in my claim for damaged luggage. After a website link glitch, that she kindly acknowledged was her error, she quickly responded with information on a comparable bag, to which I agreed on, and I should have it in a few days. Thanks Elisa V. You made a bad situation work out for the good.
Update: After contacting Rynn s and requesting I speak to a supervisor via email, I did receive a call from Alex Baker, who worked diligently with me despite my travel schedule. Although he was unable to replace my bag with an identical bag, he did comply with no hesitation when I found a bag very similar on the website he provided. He had it delivered directly to my home the following week. Overall, my experience with him was extremely pleasant. It certainly changed my opinion of this company.
I am absolutely disappointed and appalled by this company. I had a large 28" Hardside Spinner severely damaged during a flight at Christmas. This bag cost $250 and was a limited edition in royal purple and is no longer available. I only used it 3 times in less than 3 years so I was shocked at how badly it was damaged in one flight, as if they threw it off the plane upside down. I received a call from a Philip at Rynn's in Texas after sending my bag to them. Not only was he rude and snippy, he continuously tried speaking over me and interrupting me. He agreed, however, that these airline luggage crews are extremely rough on our bags and toss them around harshly due to their time constraints in getting our bags loaded, but that was not where the bags got damage actually, according to him. He went on to explain the damage occurs in the sorting process. I personally don't feel these worker's have ANY legitimate excuse for "tossing" our bags like this particularly when we pay a ridiculous amount for these airline tickets and our luggage. Philip continued by basically telling me that my bag was of low quality and not worth more than a hundred dollars. Of COURSE he could replace it in the same purple color but it would be an American Tourister bag and not very high quality. He didn't want to provide any other details about this bag when I asked, or I should say, tried to ask. He went on to seemingly do me a favor by offering me a bag of much higher quality but it would be in black or brown, not royal purple, which took him 10 minutes to complete his sales pitch without allowing me to get a word in edgewise. When I didn't jump at his offer he seemed to become quite irritated with me. My heart was breaking as I could see the writing on the wall, my bag could not be replaced for the amount Rynn's was willing to sacrifice. I am currently traveling and needed to confer with my husband. I tried asking Philip more details about this wonderful bag he was trying to convince me to take instead. He finally said it was an American Tourister Curio. The same brand bag that he compared to my "low quality" bag to. When I told him I would have to discuss this with my husband since he bought me this bag as a gift to match my set and I would call him back, he brashly instructed me to take a look at the Curio and call him back, then he hung up on me. I didn't even get a chance to ask any other questions or say goodbye. Needless to say I will be asking for a supervisor when I do call back. This type of customer service is unacceptable. I was already upset about the bag being so damaged that I didn't need to be made to feel even worse by some rude young man.
I was informed by the airlines that this company would either repair my bag, REPLACE my bag with an equal or higher quality bag OR reimburse me the cost of my bag. Since they cannot repair it, or replace the exact brand and color to match my set, they want me to settle for a lesser costing bag in a horrible black or brown. Apparently I was misinformed of how great Rynn's Luggage would handle my damaged bag.
Called to return a voicemail about a follow up on my damaged luggage. The guy on the phone was EXTREMELY rude. I expressed how I was not happy with the decision to replace my luggage with a higher quality brand. He spoke over me while I was trying to talk and continued to be very short with me. I do not appreciate their customer service at all and will therefore never utilize their services again!
While the work was acceptable enough, the customer service is atrocious. After receiving my bag, I asked for a copy of the bill they sent to American (I had bought supplemental bag insurance and needed it for the claim.) Two emails and 10 days later, I finally got a response - a single sentence reply to call my airline. They clearly have this information and it can t be the first time someone requested it. I would have sent them other luggage to repair but with this level (or lack thereof) of service, I ll find another company that actually wants my business.
My brand new $395. designer Patricia Nash luggage was damaged by delta airlines. I agreed to have Rynns repair it. HUGE MISTAKE!!!! I shipped it to these people 3 times for the same stiching repair..... finally it is stitched correctly however this time it came back to me with a damaged zipper. They refuse to take responsibility I am going to have to take legal action against them for damages.
My hard suitcase was sent here by AA after they ripped both a handle off the top AND wheel off the bottom. You can tell they Frankenstein bags together using parts from old luggage. The replacements parts were clearly not new, as they were all scratched up. My entire bag seemed to come back with more scratches than I left it with. The replacement wheel also clicks very loudly when rolling and a side piece (that looks like a hubcap) fell off the first time I used it for travel. You can t check the status of your bag online, the website just tells you no results. No one called me when they received my bag like AA told me they should, had to email several times before I got a response.
I would have given them zero stars. Horrible customer service. Do not use their services for repairs. My kitesurfing luggage was sent to these guys for repairs by american airlines, and I was told that it takes about 5-10 business days to repair and be shipped back. I called them the day after I dropped off my luggage just to make sure they expedite it, since I was traveling again soon. They said they will expedite it and I should call back after 2-3 days to check on the status. I called back to check on the status as I was told and they said they are going to make sure I get it by my requested date and I will be getting a tracking number for the shipment of my luggage. After 2 days that I did not receive the tracking number, I called again and this time they said that my luggage is still not repaired and their warehouse is flooded and they can not send my bag. By the end of the conversation after me being transferred and on hold for hours they finally said we are going to dispose of your bag and you should request a check from american airlines. It took them 20 days to tell me that I will not be getting my bag back at all. My bag had a small rip and one of the wheels was broken. I don't know how they couldn't fix these. If they can't do this small repair, I am not sure what they can fix. I know that they just disposed of my bag because they messed up on their end and couldn't get the bag back to me in time and just said last minute that it is not repairable. This is just terrible customer service. I need to go buy a special bag for my kitesurfing equipment on they day that they were suppose to send my bag back because I need to pack for my next trip.
Airline had me send suitcase here for repair after damage on flight. Three weeks after delivery, I hadn't received any call from Rynn's. I called Rynn's. Within 48 hours, a representative called me back to apologize and said my suitcase couldn't be located. He offered to send me a brand-new suitcase matching the color, design and style of the one that was lost. This was sent the next day and received within a week. Good experience, even though original suitcase was lost.
Quick turnaround on airline damaged luggage issues. In my case they made replacement recommendations that checked out to be in my favor and not just to save money for themselves or the airline - as far as I could tell.
American Airlines completely damaged my brand new (bought literally before my flight) rose gold Bebe luggage. Paint completely scraped off, scratches literally everywhere, and black marks that look like you did burnouts all over it. I took it back for them to fix it where they sent it to this company. While I got it back quickly, it was easy to see why: it was literally in the same condition. The airline had told me it would be sent back to me even if they couldn t fix it so I figured they had sent it back and I was being compensated. There was no letter, no notes, not even a business card. No word at all. So I called them and had probably the rudest agent who interrupted me every second. She informed me they would send me a shipping label to send it back. At this point I m just frustrated and I ask her why should I have to send it back again, they had their chance to fix it and how many times are we going to have to play this back and forth mail game, and why can they cannot just compensate me instead of stringing me along because the airline told me they would either fix it, offer me a bag, or I would be RIEMBURSED for my bag. She informed me I wouldn t get the option for compensation unless I gave them a second chance, which is extremely irritating and inconvenient with other flights coming up. I m waiting on the shipping label and will update this review after we attempt this process AGAIN, but so far I am NOT impressed with this company, their repair abilities or their customer service .
