Customers repeatedly describe fast, hands-on help with damaged or defective luggage. Many say replacements shipped within hours or a few days and mention specific agents by name. Most product feedback highlights sturdy builds and practical design touches. A small number of reviews mention used or damaged open-box arrivals and an unresolved refund dispute after shipping damage.
Examples from available reviews (Dec 2021 – Mar 2026).
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.”
Product and customer support made the price worth it for this traveler.
“The product and customer support has been well worth the price tag!”
Open-box luggage arrived used, damaged, and unusable without return.
“I had no idea “open box” meant used and damaged.”
Received damaged suitcase; Solgaard refused packing material and no refund.
“they said it was damaged again in shipping and refused to refund my money.”
Reviews often point to quick warranty help and replacement turnaround. Several customers say replacements went out within 24 hours to a week, and they name the agents who helped. Out-of-stock parts and one refund dispute come up only rarely.
Some reviewers say the performance, paired with support, made the price feel worth it. A few also describe discounts applied manually and quick refunds or credits in specific situations. Mentions of price-to-value show up, but not as often as service feedback.
Many accounts describe an easy path to fixing defects or shipping damage, with replacements arriving quickly. Reviewers mention fast email back-and-forth and clear, step-by-step help from agents. A few people report items arriving damaged or used, but these cases are uncommon.
Most comments praise the build, light weight, and features such as integrated charging on some models. Several reviewers describe the products as sturdy and matching the marketing claims. One review describes a used, damaged open-box arrival, and it stands alone.
Customers describe quick, personal replies and often call out representatives by name. Agents handled discount questions, order fixes, and shipping issues over email. Breakdowns tied to an unresolved refund and occasional stock limits appear rarely.
Feedback leans strongly positive, led by fast support and practical product design. Several reviewers say the service turned them into repeat buyers or advocates. A smaller set reports major negatives tied to shipping damage or open-box condition.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Customer service resolved a shipping delay and accommodated me.
“customer service beyond my expectation.”
Customer service manually applied discounts and maximized our savings.
“he had to manually enter discount codes to ensure we received the maximum discounts.”
Open-box luggage arrived used, damaged, and unusable without return.
“I had no idea “open box” meant used and damaged.”
Customer service replaced damaged suitcases and provided free replacements.
“Jess provided great customer service”
Lightweight, well-designed suitcase holds a lot and includes charging.
“Great quality and speedy..”
Customer service handled multiple luggage failures and provided solutions.
“Great customer service”
Customer support was quick, professional, and genuinely helpful.
“Their customer support has been amazing - quick to respond, professional, and genuinely helpful!”
Solgaard replaced airline-damaged carryon at no charge.
“They are sending me a brand new one -no charge!!!”
Latch broke but company replaced the luggage free of charge.
“Solagard replaced the entire piece of luggage, free of any charge!”
Customer service quickly resolved my request to my satisfaction.
“Jess was extremely helpful to me and resolved my request quickly and to my satisfaction!”
Customer service replaced a damaged check-in item attentively.
“Joan, the customer service agent, was extremely helpful and attentive”
Customer service provided better assistance for damaged luggage than airline.
“Customer service was great and provided better assistance for damaged luggage than airline.”
Company sent a brand new suitcase after a crack developed.
“they stood by their product & sent me a brand new one.”
Customer service made the wheel issue right and resolved my problem.
“I worked with Joan in Customer Service and she was with me every step of the way until my problem was resolved.”
Customer service corrected wrong color and missing insert within 24 hours.
“she was able to help resolve my order issue 100% in less than 24 hours”
Customer service sent a replacement and responded promptly.
“Zee was great to work with, offering prompt, courteous responses.”
Warranty honored and a new, adjusted-size replacement was sent.
“They honor their warranty very well and have a new one en route to me.”
Customer service credited my 10% discount back to my card.
“they credited me the 10% back on my credit card!”
Customer service refunded the discount difference within an hour.
“refunded the difference back to my account within the hour.”
Warranty claim was handled easily and a replacement was provided.
“Received the replacement today and I am so thankful how easy it was to deal with you”
I purchased a suitcase from Solgaard. It arrived damaged. I contacted Solgaard and they said they would send me a return label to send it back. I asked them to please include packing material so I could pack it properly and possibly avoid further damage to the bag. They refused, saying they don't provide packing material. I packed the suitcase as best I could, but when it arrived at Solgaard, they said it was damaged again in shipping and refused to refund my money. It's been over a month now and they haven’t refunded me. I attempted to contact them again through their Facebook page, Instagram page and email with no luck. Buyer Beware!
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 designs and sells travel gear, including carry-on and checked luggage, backpacks, and travel accessories. Some suitcases and backpacks include tech features such as integrated charging ports. Its online store lists specs, dimensions, and materials so shoppers can compare options. Customers can buy through the company website and select retail partners, with product pages outlining shipping and return policies.