LOVE this place!Have been going there for years,& everytime I go in there,I'm warmly greeted & I get the best service.Whoever complains is probably mad that they didn't get what they wanted.Expectations need to be properly set.Did the airline break your bag? Yah, not Evex's fault! Airline refusing to cover a claim? Again,NOT Evex's fault.People need to set their expectations a little more realistically & check your attitude at the door.These people are only trying to help & I'm grateful.
I've been to this Mississauga Evex location on Feb 7th 2020.
The worst customer service and worse attitude for luggage repairing especially when you are dealing with an ill mannered female with fake eyebrows as soon as you walk in. She argues about everything.
I was disgusted with her rude discourteous behaviour. She gets hostile for a simple question and she shouted: " You should pay ME 500 $ for this luggage “. This was an extremely unprofessional act and her behaviour towards customers is not
They never answered the phone before 40 to 60 rings when I or United Airlines called them for a repair they were holding back due to a missing report, although the UA code provided to them was sufficient to proceed. Wasting time, several people picked up the phone while I was on hold, none of them knowing what the other person was doing. This is the location for baggage damaged in transit and the personnel here care more about selling new stuff than providing service to customers with repairs.
All the reviews mentioned here are exactly what i suffered. I should have read them before going to this store. More than a month for the samsonite bag given to them for which they said it would be ready in a week. biggest question is when the bag is not ready why they call people to pick it up?? samsonite claiming warranty of 10 years is worthless, its a way to cheat people.
They did not fix my damaged luggage despite keeping it for 2 months and telling me they were ordering a part to fix it. When I called to check what was happening, they said it was ready for pickup. When I arrived, I saw that they had not done any repairs. They told me I could take any inferior product of the same size (all were about half the price I paid). I ended up walking out with my original broken suitcase. I will have it repaired at a reputable place and I certainly do NOT recommend Evex.
Left my suitcase for repair under warranty, they said it would be done in a week. More than three weeks later, I had to call them,had not heard one word from them. They said it was ready. I went there and they had not fixed anything. The manager was bullshitting me telling me it had been fixed with new parts. Untrue and it had the same problem as before. They took it in the back and swapped it out with a used part, you could see wear and tear. I intend to complain to the manufacturer.
We have had the same two year old Samsonite suitcase back to Evex 5 times to repair the same problem. The retractable handle for towing the suitcase would work when we leave on vacation, but then get stuck closed every time we would take the bag on a plane. After the second time we took it in for repair, we were assured that the entire mechanism was being replaced not just “tinkered with” to make it work. We are apparently very unlucky people, or Samsonite has very poor quality, but each time we took the suitcase back we were told that the parts they used to “fix” the problem must have been defective.
This last time (5th time) when I took the bag in, I was again assured that the parts would be replaced and saw them write it on the service tag. In the presence of one of the employees, I scratched the broken mechanism with "X's" so that I could tell if it was replaced. Today I made the trek from Milton to retrieve the bag and was happily told it was "repaired". The mechanism worked but, (you guessed it) the mechanism still had my "X's" scratched into it! When I pointed this out, with some of my frustration showing through, they immediately took the bag back. I now wait for a call for when it will be fixed properly. They seem quite willing to say anything to make you "happy" (get rid of you), whether or not it is true. I was also told that they don't keep any records of repairs, so they can't look back and see how many times the same suitcase has been repaired. This is not customer service and I find it hard to trust anything they say.
It is unfortunate, that she had trouble with the pull/system, however, we're in the middle.When a supplier (Samsonite) can't provide the exact parts,
we replace what's available and try to please the consumer.In this case the tubes were replaced and the top grip (with the x's on it) remained the same, which part was not the problem. The bag was picked up some weeks ago, we have not heard back, hopefully it's OK.
When you're dealing with products made off shore, parts are very difficult to get. We repair approx. 25,000 bags of all kinds a year, some on the spot, some has to wait. we're at the mercy of the manufacturers and the consumers at times, we do the impossible, at times we can't. Welcome to the repair/service business
By RLD1
October 9, 2010
Extremely helpful and quality workmanship
Evex did a great job repairing my luggage. I was under tight time constraints and they went out of their way to help me. They were friendly and quick and they did an awesome job with the repair. They are only ten minutes from the Pearson airport, so they are also convenient. They saved my holiday!!
