We had a great customer service experience at the Bay last week.
Two years ago, my kind parents bought my wife and I matching luggage – branded London Fog, of all things:
It didn’t take long for a wheel to take a beating on the London cobblestones:
…and thereafter disintegrate completely.
This wheel carnage happened to both of our larger pieces of luggage (on only one wheel each, oddly). Each of our carryon pieces popped a metal fastener.
We went into the Bay at Yonge & Queen in Toronto with each of the 4 pieces. After explaining our story, they agreed to fix it all at no charge…even though we didn’t have a receipt. While turnaround is usually 1.5 weeks, since we were coming back to the UK they let us drop off and pick up at the offsite repair depot directly.
Upside: all 4 were fixed (2 of them on the spot!). Downside: each suitcase now has three brown and one black wheel. Result: satisfied.