All reviews of Michelle Roth
Review about: bentley
Air Canada suitcases
Purchased two identical Air Canada suitcases from Bentley in January 2019. We don’t travel often so they still look like new - except that after a weekend trip, taken by car, both broke in exactly the same way - a wheel fell off. I bought these for $139.99 plus tax each because the sales rep at Bentley told me the price included a ten year warranty on manufacturer defects.
The website says bring them to a Bentley store and they will assess them there. I stopped in without the suitcases to ask about bringing them in, just to be sure. The sales rep said no, they do not take them without a paper slip from Air Canada due to damage on one of their own flights. I told the rep that I didn’t take a flight, but the wheels fell off just the same. The rep said, “oh that’s a thing?”and then told me I had to claim online instead.
I went online and the warranty sections advises you to call. I explained the situation, I noticed one wheel fell off the first suitcase when pulling it out of my trunk, and the other fell off while wheeling it to my front door from the driveway. She immediately said, “so it was an accident”. I said no, there was no accident - I meant to take the suitcases out of my trunk and to wheel them home. The wheels just fell off. She put me on hold for five minutes.
When she returned, she said to email customer service the photos and she would get back to me within half an hour, so I did. She replied that it’s not a manufacturer’s defect and thus not warrantable. What was she looking for in those photos, but to see the wheels had fallen off? The suitcases look like new (except those missing wheels). There’s no sign of wear or damage or anything. Why waste my time if you already made up your mind? I found myself scrolling Bentley’s website and came across quality testing - apparently Bentley tests the wheels with a “drop-test” which is dropping them onto the wheels from four feet off the ground, over and over. We don’t travel very often, my trunk is not that high, and I would not drop my own luggage thank you very much, I value my electronics too much for that. The suitcase are like new. It’s just those ... wheels. One on each suitcase.
So, either the quality is ... or the warranty is a sham or both, and the customer service is terrible.