After 1 trip from the U.S. to Japan, both the wheels of the 28" and 20" suitcases were damaged to the point that they cannot be re-used. I even used vinyl covers to protect the suitcases since they were new. Upon arriving in Japan, I found that the area surrounding the wheel of the 28" suitcase had cracked and I could no longer roll it. Also, the area surrounding the wheel of the 20" suitcase had also cracked and the wheel was completely missing and I could not roll this either. I immediately contacted Rockland and provided a detailed explanation including numerous photos. I received the reply below. To say the least, I am very disappointed that this incident could not be settled immediately since I provided detailed photos, an explanation and proof of purchase. Unfortunately, I do not recommend luggage from Rockland no matter how beautiful the photos of the luggage look online. My purchase was a complete waste of money and time." Per management, we are not accepting warranty replacement requests for 28" hard case pieces until December due to a shortage of them in our replacements list. If you are interested in a matched set of 28” and 20” replacement luggages, please check back in December. Here is the warranty policy for your review. For replacement of damaged luggage under warranty: Fox Luggage Inc. warrants for a period of five years that this product will be free from defects in material and workmanship from the date of its original purchase. In the unlikely event that such a defect appears during the warranty period, Fox Luggage Inc. will replace the product with a comparable model (i.e. we will endeavor to match your original item, but if it is not available for replacement, we will find a similar model). You do not need to ship the damaged luggage back to us, and you may dispose of it at your discretion. Please note that replacement luggages are not guaranteed to be new, but they will be in working condition. Please note that though we do not charge for the replacement luggage itself, shipping the replacement luggage to you will require a handling fee of up to $40. If the proof of purchase cannot be located, we will also need to collect the $40 handling. We accept payment via credit card or check/money order via mail. Warranty replacement is only valid for US mailing addresses. Customer service only works via email. Customer service has the right to make final judgments. Customer service has the right to refuse service. With this information, if you would like to start a warranty claim to replace your luggage, please send us the following:
- Proof of purchase (must show order date, order number, and retail store). You have provided this.
- Images of luggage, and damaged area on luggage. You have provided this.
- FPO Tag (please see sample image attached)
- Size(s) of luggage are damaged, if applicable. 28” and 20” pieces.
After we have received those pieces of information, we will follow up with further details and instructions. "
