Rynn’s Luggage

Summary: Very happy with their service. Straightforward rep. who made sure I was happy at the end with the «right bag» for my needs. 4-​stars instead of 5 because of my skeptical nature and wondering if the «upsell» was necessary or if they’re double-​billing.
Details:
After my 29″ 2-​wheel Samsonite bag got damaged by SWA after the *first use*, they shipped it off to Rynn’s Luggage for repair. I got a call from Phillip at Rynn’s not long afterwards, who informed me that this bag no longer is being manufactured, but he could send me (at no charge) a spinner (4-​wheel) Samsonite instead. After I explained my experience with spinner Samsonites (that the wheels can’t handle the weight I put in the bags and ALWAYS break quickly) he recommended I upgrade to the «Briggs & Riley» series of bags which have a lifetime warrantee (even if damaged by the airline). He sold me a 500+ bag for $ 250 and said he’d bill the airline for the difference. After the bag arrived I realized it was a bit smaller than the bag it replaced and would not work for my needs; Phillip paid for the bag to be sent back to him AND sent me the next larger-​up bag which arrived within a very reasonable amount of time (as long as the 1^st bag was still in «new» condition).
They handled things very professionally and I’m overall quite pleased with the transaction which I expected to be ugly (bug was not!). *excellent*
My only «yucky» feeling is that I feel like they charged me $ 250 for this upsell, and may have also charged the airline full price (e.g. they may have double-​billed and I didn’t actually have to pay the $ 250 initially). I could be completely wrong on this. was just my gut feeling. would love to find out I’m wrong! :-)

Airline wrote my phone number wrong and mailman delivered letter from them to my neighbor… stars aligned. I called Rynn’s and they send me a new piece of luggage and I am very satisfied with it.
I have nothing bad except the guy on the phone was rough, but no BS — straight to the point. No time wasted.

I’m standing at their door at 2:40Pm Sat afternoon and they’re shut already. Their site and the board at customer entrance said they’re open until 3PM on Saturdays. It’s pathetic to see they do not follow their timings and neither does their phone work. I tried calling them a few times before leaving but they’ve left a recorded message saying the phones are not working. Unbelievable!!! Drove 45miles just to see they shut early. They might as well mention that on their site. Left them a voice message. Let’s see what they do about it.

been to this place a couple times since i travel too much and a wheel seems to get lost. i’ve had samsonite and of course the wheels are under not warranty. i bought a tumi and really like it and no issues so i hope i won’t been to go back to rynn’s.

I was a little leary of getting repairs here after reading all the reviews. I was pleasantly surprised! Their service was awesome! The employees were very nice and helpful. I had a sleeve added to the back of my computer case so it could be slipped onto the handle of my other piece of luggage and they did a GREAT job! I was told it would take 7 – 10 business days and they called me one day later and said it was ready! What service! It doesn’t get any better than that!

diego at rynn’s was very very polite and helpful — he did neglect to call me back once with a status, and was so apologetic when i called him to follow up — my bag was damaged by British Airways (1 wheel torn off) and rynn’s did an amazing repair of all four wheels

These people don’t even answer the phone! Once they do the information is useless. I have a Hartmann bag under warranty and the service is poor by any person’s standards!

Great experience! I had some minor damage to a handle on my luggage. After 3 days and $ 15, it’s as good as new. I also appreciated their friendly customer service. I highly recommend Rynn’s.

I was concerned, when I saw the other ratings here, to send my luggage off for repair after Delta damaged it. I understand that you ship it off and hope it arrives at some date in the future so I wasn’t too concerned with tracking the progress or ETA of the new piece. So, naturally, when I received a call from Rynn’s, I thought the worst (they lost it, they couldn’t repair it, etc.), but instead, it was Scott who said they would have to upgrade my Samsonite to the latest model since the model I sent in was no longer available from Samsonite and he wanted to know what color bag I would prefer. What?! Wow, ok. Thank you, Rynn’s! I won’t have so much anxiety sending it off the next time this happens!

I will have to say that the only real problem with the entire process I had to go through with filing a claim with the airlines was getting the airlines (Continental) to communicate to Rynn’s that there was a damaged piece of luggage and that Rynn’s needed to go to Love Field for a pick up. I believe that that office has a pick up probably once a week. Sometimes a special call might be in order if there was a need for urgency and in my opinion the sooner I could get a replacement, the better as my husband travels 4 – 5 days a week. The Continental office at Love Field is relatively small and short staffed (almost wanted to apply so I could help them out), and since they are working all day handling incoming luggage, it is difficult to know when a good time to call is. I needed to know what the process was for handling claims. First, we did go back to the airport and drop off the damaged item and filed a claim with the agent in that office. I am very persistent so I was very diligent about calling and finding out when and how the process was to begin and what would be the ultimate decision in getting me what I wanted. I could have saved Continental all shipping costs and about $ 25 more if they would have just let me replace the piece from Container Store and have them send me a check for the cost. But I went through their system as they wanted and that was fine too.
So from the first replacement with a lady named Kathy (and Don as well), they received the piece and had to assess the damage as to something they can repair vs. something needing replacement. As for mine, I think a luggage truck driving over my aluminum hard case and cracking it in the middle (like a zig zag design) warrants a full replacement piece of luggage, lol. I know they have the steps they have to go through and I was somewhat patient, again lol.
Once they determined a replacement was warranted, I asked for a black piece. Sadly they delivered a silver one. I understand mistakes happen. They shipped me a call tag and even though I taped the label I was sent with about ten pieces of packing tape, that darn label still managed to come off my box. Plus the label was handwritten and in very tiny print so it was hard to see all the shipping information on there as well. However, the box itself did have RYNN’S LUGGAGE all over it, so that was helpful too. It did delay it a bit in returning the silver for a black piece but that was fine. It was during the holidays so of course, everything involving the mail is quite hectic. I did get the luggage in at least two days. It was just a bit frustrating but I was just happy to get it. Everyone was very nice and I really had no complaints in that respect.
Well 5 months later, the extension rod on the luggage broke. So now it’s defective and I had to contact Rynn’s once again. Still very nice, spoke to Kim Miller, so helpful and prompt in determining that yes they would be replacing the luggage because of defect and found out I have a ten year warranty if it were to happen again. Received a call tag to return the defective luggage, dropped off at FedEx. Shipped Friday, arrived in Farmer’s Branch Tuesday. Shipped my replacement luggage out Tuesday, arriving in Dallas on Thursday.
All in all, my experience was nothing more than perfect in my eyes. I was a little frustrated with getting through their automated phone system to speak to someone but once I had a name to work with, everything was great. I went through Sales with Diego and he pointed me in the right direction. Don took over the request and Kim handled the shipment. All was perfect!
Not sure why the few reviews that I read have been so negative on the Rynn’s website, I was nice to them and they were nice to me in return.
So good job Kim Miller, I appreciate your wonderful attitude, your customer service and your promptness in handling my problem with the defective luggage. Hopefully we won’t need to do this again, I will be keeping my box, just in case though.
Regards,
Jeannie Brinkman

I’m puzzled how they stay in business! I brought my bag in, on my own dollar, not the airlines, for a simple handle repair. I left if for a couple weeks as advised. Paid $ 25 for the repair. A couple trips later the same problem occured. So I took a close look at it the repair and saw that they had NOT used the proper parts to fix it, it had been «jerry rigged». I did call them some time later and told my story but they were in no hurry to make it better just saying that I should have brought it back immediately after it happened. I’m in the airline business and sometimes it’s hard to do things like this quickly.
But I tried to give them another chance. I needed a luggage wheel replaced quickly. They said no way could it be done without leaving for an unacceptable period of time, so I asked if they would sell me the wheel and I would do it myself. Nope, can’t do that they said.
Wow, great customer service… NOT.
I found a great alternative in Dallas area. They treat you like a customer:
B n J Luggage, 6522 Skillman St, Dallas, TX 75 231, 214−349−6290

Delta Airlines handlers broke my supposedly unbreakable Coleman Hardshell Suitcase. They had me send it, Fedex, to Rynns. This has been over a month. I called four times, each occasion having a computer take my number an promising to call back. Now, a fifth call and the human who answered can tell me nothing because their computer is down! I will never, repeat N E V E R have dealings with this company again. As in Never ever… ever. I will be traveling again in a few days, hence will be forced to buy a new suitcase to replace the one Delta ruined. Thanks for NOTHING Rynns Luggeage of Dallas, TX.