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 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 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.