ROAM Luggage reviews and discussion

IF you want carry-on only, you may be fine. I have 5 pieces from ROAM and they are disasters during travel. Wheels have broken off, sides have been cracked & duct taped and cracked again, black marks do not come off, pressure board straps have detached, side handles have broken off multiple times, zipper areas have split, and on and on. See pictures of 4 of them, in less than 2 years of use. Warranty claims are a challenge. Buyer beware...

I bought a $625 carry on for my wife 09/11/2023. It came on time and looked great and I didn’t think much about the quality but it seemed fairly appropriately priced. It worked well for a few trips where it was used as a carry on. However, that didn’t last long. We took it on a trip where we felt we should check it in. Sure enough the quality shown through and it was cracked down the middle. But sure enough there is a lifetime warranty. So I filed a warranty claim. After badgering them for a few months, they agreed and gave me a gift card to purchase a new one. I accepted that offer. I purchased a new suitcase and recently checked it in on a flight to the Bahamas. Sure enough the first time I used it, it cracked down the middle again. There was not a scratch on this thing prior. There was nothing in it but clothes and normal supplies for kids. After it cracked I watched my 2 year old push the suitcase over and crack the other side. How does this company expect these cases to last long at all being thrown around all day by grown men in a hurry. So back to the lifetime warranty. However, they require a purchase order number. But since they gave me a gift card to replace the original busted suit case they didn’t have to give me a purchase order number for the second suit case. Hence my warranty is now over. So now, I am out $625, countless time filing warranty claims and dragged busted suitcases through multiple airports. Needless to say I could not warn you more about this company. It’s pretty telling they don’t have the confidence to allow people to write reviews on their website and all their reviews are from “anonymous reviewer”. Lifetime warranty just means a onetime replacement. These bags are cheap and the company is a scam. Back to the drawing board for this traveler.

I bought Roam luggage because they are lightweight and liked the novel idea of picking my colors. I purchased during a Thanksgiving sale and received my luggage in Dec 2021, but I did not travel until after the 100 day warranty expired. Of the 3 suitcases that I bought, the first one to have the handle break was the Jaunt Expandable ($550). I had taken it on 2 trips, one within the US as a carry-on and one to Latin America where I had to check it for internal LATAM flights. The handle to pick up the suitcase (not the telescoping handle) broke in Argentina when I picked up the suitcase to walk up stairs. When I returned to the US, I mailed it back to Roam ($89 UPS Ground) and they replaced since it was under warranty, but I was responsible for the cost of shipping it back to Roam. I have not used it since then because I don’t want to be stuck with a broken suitcase again while traveling. The second suitcase had the same issue. I traveled with the Journey Expandable Midsize check-in in July 2022 (USA to Europe and back, with some internal flights) without any problems. My next opportunity to use the check-in suitcase was in Oct 2023. The top handle broke when I picked it up to leave my apartment for the airport. The weight was 33.5 lbs. On top of that, the compression straps to tighten down the contents pulled away from the body of the suitcase (cheap glue). I have not returned it to Roam because it will cost $80-100 to ship it back due to the dimensions of the case. In 40+ years of travel, I’ve never had luggage handles break in such a short amount of time and with barely any mileage. For $500-600 luggage, the handles should last longer. The suitcases look great on social media, but the quality is poor for the price. Unfortunately when I log into my Roam account, I'm not able to write a review, probably because I've had the suitcases for more than 2 years. If you’re going to spend $500-600 on luggage, go with a different brand and buy it from a company where you can take it back to a shop (to avoid the high shipping return fees in case you need to send it back). I’ve had Tumi, Samsonite Cosmolite, and Hartmann luggage that withstood years of heavy travel where the worst that happened was I had to replace the wheels after several years, but I was able to replace them myself. My mom's Costco luggage lasted longer than my Roam pieces. Like the other reviewer, I'm sharing this so that others don't waste their money.

Absolutely adore my ROAM luggage! I love that I could customize it. I had a huge bag with them that survived many international trips. The exterior did crack recently, but that was completely my fault (I overpacked it -- like two people sitting on top of it to zip it up). But I'm pretty sure they will fix the bag if I send it in. I would advise people to avoid the lighter colors. They show hella dirt. Will definitely buy again!

I've never owned a set of matching luggage and was so excited to order from Roam, given that it's 'Made in America' and was started by the founders of Tumi (I did extensive research on all the brands and those were the things that made me decide on Roam). I ordered the Carry-On, Check-In, Large Check-In, personalized my color choices, and since I was leaving shortly for an extended trip, I also paid the "rush" fee of $50 per item. When the bags arrived I couldn't believe it - they felt so cheap (thin plastic exterior that didn't give me any confidence in their longevity) and the color combination was atrocious. The red was orange and did not work with the other colors I'd selected - it was the ugliest set of luggage I'd ever seen. When I reached out to the brand their response was crazy. Highlights (full text below so it doesn't appear that I am picking and choosing things that fit my narrative): - Our colors are MISREPRESENTED on our website. - We encourage all of our customers to check the picture reviews left by other customers, to check our Facebook and Instagram pages, in addition, to consult with customer service about any concerns that they may have with our colors or products. [REALLY? I have to research your colors? How about just adding "RIO FIRE (red-orange)"?] I returned the luggage and couldn't get anything else before my trip. Even worse - I was out the $150 for rushing the order - even though they admitted it was their fault that their colors aren't accurate across multiple devices. (Btw - nowhere on the website did they say check reviews, FB, Instagram, and call us to verify the color.) __________ "Thank you for checking in. Apologies for the confusion, however, our colors are misrepresented on our website. The reason the color is called RIO FIRE is because it is a red-orange similar to the colors of the flames of a fire and not a red color, which is why our management team had named the color rio fire, instead of the color that will be replacing our rio fire in a few months which will be called toledo red because that color will be a bright red, hence red in the name. Unfortunately, the colors might appar a little different on a computer screen than actually in person as different devices have different screen resolutions. Iur tech team has tested the color that appears on our website across many different devices with different browsers and screen resolutions/sizes so that it can be extremely close to the colors of our luggage and other products. We encourage all of our customers to check the picture reviews left by other customers, to check our Facebook and Instagram pages, in addition, to consult with customer service about any concerns that they may have with our colors or products. Our customer service is more than happy to assist with the design processes and is here to answer any and all questions our customers have. The customer service hours are Monday through Friday 8 AM to 5 PM EST (but we often stay later till 6 pm)

I ordered a carry on and it was exactly as I hoped. I had fun designing a bright blue and lavender case and everywhere I go I get compliments. The polycarbonate is super lightweight and the wheels literally glide across the floor, even on carpeting. I will never go back to nylon / soft cases again.