Reviews show a clear pattern: most customers report strong, responsive customer service that honors warranties, issues replacements, and resolves order problems. Several reviewers call out specific representatives (for example Jess, Joan, and Red) who helped with delays, refunds, or substitutions. At the same time, multiple reports describe product damage on arrival, cracked shells, or problematic open-box items and a few cases of unresolved refunds. If warranty support and responsive communication matter most, these reviews are generally positive; if you need consistent out-of-box condition, expect occasional issues and document damage promptly.
Examples from available reviews (Dec 2021 – Feb 2026).
Received damaged suitcase; Solgaard refused packing material and no refund.
“they said it was damaged again in shipping and refused to refund my money.”
Open-box luggage arrived used, damaged, and unusable without return.
“I had no idea “open box” meant used and damaged.”
Customer service manually applied discounts and maximized our savings.
“he had to manually enter discount codes to ensure we received the maximum discounts.”
Solgaard replaced airline-damaged carryon at no charge.
“They are sending me a brand new one -no charge!!!”
Most reviewers describe responsive, hands-on customer service that resolves warranty and order problems; a small number report unresolved refunds.
A few reviews note discounts honored and refunds for promo codes, indicating occasional clear savings; sample size for this signal is small.
Reports on ordering and shipping are mixed: several mention delays, stock or order errors and unclear open-box descriptions leading to frustration.
Many users praise lightweight, functional designs, but multiple reviews report cracked shells, broken latches or damaged open-box units on arrival.
Most reviewers highlight prompt, clear replies from named reps (e.g., Jess, Joan, Red); only a couple of reviews describe poor or missing responses.
The majority of reviewers report positive overall outcomes driven by replacements or warranty support; a minority report unresolved issues and dissatisfaction.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Customer service quickly sent a replacement after noticing a missing hinge pin.
“Within a few email exchanges I had a replacement being sent to me.”
Customer service quickly sent a replacement after noticing a missing hinge pin.
“Within a few email exchanges I had a replacement being sent to me.”
Company provided a replacement suitcase within a week and helpful advice.
“I received the replacement suitcase in less than a week. Excellent customer service!”
Company provided a replacement suitcase within a week and helpful advice.
“I received the replacement suitcase in less than a week. Excellent customer service!”
Solgaard sent a replacement suitcase and allowed keeping or donating the old one.
“we’re sending you a new one and you can keep the old one or donate it.”
Solgaard sent a replacement suitcase and allowed keeping or donating the old one.
“we’re sending you a new one and you can keep the old one or donate it.”
Minor arrival issue resolved quickly with a hassle-free replacement.
“Minor issue on arrival, but customer service responded quickly and sent a replacement with no hassle.”
Minor arrival issue resolved quickly with a hassle-free replacement.
“Minor issue on arrival, but customer service responded quickly and sent a replacement with no hassle.”
Product matched marketing, arrived quickly, and felt sturdy.
“The website and adds were spot on.”
Product matched marketing, arrived quickly, and felt sturdy.
“The website and adds were spot on.”
Customer service was amazing and made me an advocate for them.
“Wow - this has been amazing customer service!”
Customer service was amazing and made me an advocate for them.
“Wow - this has been amazing customer service!”
Customer service helped despite a replacement part being out of stock.
“Their customer service was very helpful and responded in a timely manner.”
Customer service helped despite a replacement part being out of stock.
“Their customer service was very helpful and responded in a timely manner.”
Company resolved a cracked shell with a replacement within two weeks.
“resolved the issue with a replacement”
Company resolved a cracked shell with a replacement within two weeks.
“resolved the issue with a replacement”
Company replaced airline-damaged luggage quickly and professionally.
“One of my large check in luggage was damaged by an airline and Jay was happy to replace it.”
Company replaced airline-damaged luggage quickly and professionally.
“One of my large check in luggage was damaged by an airline and Jay was happy to replace it.”
Customer service resolved my discount code issue promptly.
“Jess immediately worked out a solution”
Customer service resolved my discount code issue promptly.
“Jess immediately worked out a solution”
Carry-on cracked but customer service provided a new one within 24 hours.
“I contacted Solgaard and had a fix within 24 hours.”
Received a replacement carry-on within 24 hours after it cracked.
“had a fix within 24 hours.”
Product support has been excellent and worth the price.
“The product and customer support has been well worth the price tag!”
Product and customer support made the price worth it for this traveler.
“The product and customer support has been well worth the price tag!”
Customer service processed my claim and shipped a replacement within 24 hours.
“Within 24 hours, an email notified me that a new suitcase would be shipped to me.”
Customer service arranged a warranty replacement within 24 hours after suitcase cracked.
“Within 24 hours, an email notified me that a new suitcase would be shipped to me.”
Company replaced my cracked suitcase, resulting in a five-star experience.
“it had a crack in it and Solgaard replaced it. Love that even more!”
Company replaced a cracked suitcase, resulting in a five-star experience.
“Solgaard replaced it.”
Customer service sent a new backpack within three days after a zipper issue.
“From day 1 of an issue to day 3 of a solution, amazing service, amazing product....”
Customer service sent a replacement backpack within three days after zipper issue.
“From day 1 of an issue to day 3 of a solution”
Warranty claims were handled respectfully and helpfully by customer service.
“Solgaard were so respectful and helpful with it.”
Support handled a warranty claim respectfully and helpfully, earning recommendation.
“They’ve always been great anytime I needed to reach out to them for anything”
Customer service was fast, friendly, and shipped my replacement quickly.
“Redenthur was GREAT !!! Fast Friendly and very understanding”
Customer service agent expedited a warranty replacement in under 24 hours.
“my new warranty item is aleady on the way in less then 24 hrs from the first contact with him..”
A problem was handled promptly and the company suggested donating the damaged item.
“it was handled promptly and made us feel like we were important to Solgaard.”
A damaged bag was handled promptly and the company suggested donating the returned piece.
“it was handled promptly and made us feel like we were important to Solgaard.”
Customer service fixed the issue immediately and gained a loyal customer.
“They have gained a customer for life.”
Company promptly fixed a small issue and the luggage quality was praised.
“Solgaard fixed the issue immediately.”
Product quality and design stood out; customer service was outstanding.
“These bags and the company are amazing.”
Reviewer praises excellent quality, design innovations, and outstanding service.
“The quality is excellent”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Solgaard is a consumer travel brand that sells luggage, carry-ons and backpacks directly to consumers online. People researching Solgaard commonly look for information about product durability, warranty handling and customer service responsiveness when deciding on purchases.