Rock Luggage Reviews 217

Honoured the lifetime guarantee and replaced my suitcase.

When one of the wheels on my Rock Selene Case was damaged I thought I'd struggle to get a replacement.
How wrong I could've been. Having contacted Rock customer services they very quickly and professionally identified the parts required and sent a very reasonable quote to supply.
Once paid the replacement wheel arrived quickly and was fitted with ease.
Overall fantastic service from Rock, sensible prices for spare parts and polite professional team to deal with.
Thanks
T Reeves

Returned two suitcases (which was a nightmare in itself trying to get a return label) sent suitcases via post office on the 9th of March tracked. Tracking information confirms delivery back of suitcases on 11th March. Now on the 30th March I still have not had a refund or even confirmation that i will be getting a refund. Ordered through Matalan who are also completely useless. But have suggested to matalan to not sell this brand of luggage anymore as the process is infuriating. DO NOT ORDER FROM THIS COMPANY, absolute nightmare customer service.

Amazing customer service . Kevin was exceptional in dealing with a replacement suitcase.A new case arrived within 4 days of enquiry.
Thank you.

Have had the suitcase for 3 years and the zip became damaged. Case was immediately replaced without any quibble. Would definitely recommend.

I purchased a medium sized Rock suitcase from Asda on 30.7.25. It has only been on 2 plane holidays (Oct 25 and just very recently) and the outside is scuffed and scratched to pieces and I cannot do anything about its appearance, although I have wiped it with a
damp cloth with a little washing
up liquid on and also tried polish.
It looks like it's been on a 100 holidays instead of just 2. The inside is still immaculate. It took
me ages to find a suitcase that I was happy with. I purchased the
case (the label says it's a
Memphis, product code T
R-0247) for its quiet movement, 2 length handle positions and the 15
year warranty). I liked the navy
blue colour as well. Of course,
there is nothing I can do about baggage handlers treatment of my
case, I feel really disappointed
that the outside now looks scruffy
and shabby. One would think the outside material would withstand several journeys before getting the odd scuff and scratch here and there. The only other negative comment I have is the inside straps that hold the clothes in place is rigid and can't be
adjusted. I would have preferred
strong elastic type straps. Other
than this, the case is lovely, very strong and lightweight.

Absolutely amazing customer service. Courtney was brilliant in sorting out our replacement suitcase, can't thank her enough for her efforts.

Courtney was friendly, extra helpful and in all delivered an excellent (and very rare) level of customer service. Replacements for my damaged cases were sourced and delivered very quickly. All in all, a smooth and stress free experience. Thank you

I have a Rock Vintage suitcase which I absolutely love! It's a great size and looks fabulous.
Unfortunately, I had an issue with one of the wheels. The service I have received getting it rectified has been absolutly outstanding. Thank you so much!

If I could 0 stars I would useless incompetent staff never reply stay clear warranty excuses waste of time buy quality next time

I am extremely satisfied with both the product and the customer support. I have had my suitcase for many years, and when the zipper recently started to come loose, I contacted the company and received outstanding customer service. They were helpful, responsive, and very professional, even though the suitcase was not new.
The suitcase itself is of excellent quality and has held up very well through years of travel. For the price, it is without a doubt one of the best suitcases I can recommend. I would definitely purchase from this company again.

I love my stylish and distinctive Rock Vintages, very lightweight, strong and durable, they have been around the world many times and done fine service.

One did get mangled in a piece of equipment in Cairo when a doorman wasn't being careful. One of the wheels was broken well beyond repair, and Rock sent me a whole new case!

Amazing service as well as great products!

Flora in the customer service team has been absolutely amazing! I emailed only once and my query was dealt with effectively and efficiently…..such an amazing service! I would definitely recommend their products; my Prime suitcase is a perfect cabin case, which is expandable and allows for all your necessary luggage for a short getaway

I purchased 3 lisbon suitcases with the built in combination lock, set the 3 digit number and no issues. Fly out to Thailand and one of the suitcases won't open, I've tried the factory number but still no joy just what you need on your holiday. Raised a complaint with Rock when I arrived home in December followed up with 2 phone calls and still nothing. Should have saved my money and purchased primark one's for half the price.

I contacted Rock after our suitcase developed a fault , and from the 1st contact the level of service was exceptional. Fast response , clear instructions and the issue was resolved to my satisfaction really quickly , thanks again to Courtney and Rock , very happy to recommend

I could give zero stars if I could. I bought a Rock suitcase, thinking I'm buying a quality item. I have used the suitcase twice on short haul flights to Germany. After the second flight, I had a crack in the hard shell underneath the wheel. When I sent an email to Rock, I was told that 'accidental damage is not covered under the warranty'. Quite frankly, a suitcase that cracks after minimal use is not fit for purpose. I wouldn't want to take a rock suitcase on a long haul flight with several transfers as it will not survive the baggage handling. Prior to Rock suitcase, I had a Hauptstadtkoffer which lasted me 10 years!

Rock delivered genuinely exceptional customer service. Flora guided me through every step of my claim with absolute clarity and consistency. Submitting the ticket was straightforward and the support that followed was even better.. fast, reliable and genuinely solution-driven!

The whole process felt effortless and stress-free, and it made a real difference.

I’m genuinely impressed.

I recently received the wrong suitcase from a different range, color, and size, and it was also overcharged. The item I received is in fact cheaper than what I paid for. I have contacted the company, but have not yet received a response.

I am disappointed with the customer service and lack of communication. I am still waiting to hear from them five days after having sent my email to them.

Prompt and helpful service. I had a problem with a broken handle on my suitcase and submitted a warranty claim online. Unfortunately, I had problems attaching purchase receipt and photo of damage.
Phoned Rock and spoke to a gent called Tommy who proved to be extremely helpful in resolving this. I was able to email him with the necessary attachments. He quickly responded and arranged to send me a new handle, plus a spare and sent me instructions on fitting it. Arrived a couple of days later by Royal Mail

Vor ca. 1,5 Jahren habe ich in Deutschland einen Reiskoffer der Marke ROCK erworben. Dieser machte einen robusten Eindruck und gefiel mir auch vom Design gut.
Mit Ausschlag gebend für den Koffer war eine 15-jährige Garantie auf die Fiktionalität des Koffers.
Leider ging auf einer Reise das TSA-Zahlenschloss kaputt, welches sich nun bei beliebiger Zahlenkombination öffnete.

Ich beanstandete dies beim Kundenservice von ROCK in Großbritanien, der sich meinem Problem annahm und mich unterstützte das Problem mit dem Schloss zu lösen. Jedoch war dieses irreparabel und somit nicht mehr funktionsfähig.

Der Kundeservice von ROCK bat mir an, ein Ersatzschloss zu schicken, ich solle aber die Versandkosten zahlen. Ich hatte jedoch einen kostenlosen Ersatz erwartet, da es sich um einen Garantiefall handelte, jedoch blieb ROCK bei seiner Position, ich solle die Frachtkosten zahlen.

D.h. obwohl es sich um einen Garantiefall gehandelt hat, sollte ich als Kunde ca. 12,- EUR für den Versand aus Großbritannien nach Deutschland zahlen – wie es scheint gibt es keinen Kundenservice in Deutschland, der dies hätte abwickeln können.
Zur Zahlung wurde ich über einen Link in einer E-Mail per Kreditkarte zu zahlen aufgefordert. Dies hat mich in Zeiten von Phishing-Risiko sehr erstaunt und ich bat um eine andere Zahlungsmethode – schließlich habe ich eine Bank-Überweisung getätigt.

Damit jedoch noch nicht genug:
Als das Paket zugestellt wurde, musste ich Einfuhrzoll und Auslagen in Höhe von ca. 11,00 EUR beim Logistik-Unternehmen zahlen.

Das heißt: Für einen Koffer der ca. 75,- EUR gekostet hat, musste ich 23,- EUR, zahlen, damit ich ein neues Schloss erhalte, obwohl es sich um einen Garantiefall handelte.

Der Vollständigkeit halber erwähne ich, dass der Austausch des Schlosses einfach war.

Als Kunde erwarte ich im Garantiefall keine Kosten zu tragen auch nicht Fracht, Einfuhr oder Auslagen.

Beim nächsten Kofferkauf werde ich mit Sicherheit darauf achten, dass der Hersteller lokal vertreten ist, sodass ich mögliche Reklamationen lokal erledigen kann.