ComplaintsforHillman's Luggage & Shoes Inc.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  BBB, I am currently the owner of twelve different pieces of ********** luggage and laptop brief case. I had a problem with one of the bags a ********** Works Traveler 6.0 Softside Spinner Luggage, Black, Expandable Carry-On, Frequent Flyer (22") (607259). I used one of your official warranty repair companies to repair the bag. The company is Hillman's at 7144 Montgomery Road, Cincinnati, OH 45236 PH: ###-###-####. I dropped the bag off the Hillman's on December 2022. I called for an update 60 days later and was told he could not get the parts. I called the manufacturer and they told me the parts would be available in about 90 to 120 days. I called Hillman's and updated him on the status. He said fine, he would hold the bag, get the parts, when they became available and repair the bag. Several mounts went by and I called him again for an update and was told the bag was repaired. I traveled to his shop to pick up the bag to find out the shop was closed due to water damage and had moved and would not be open until January 19, 2024. I called multiple times after the January 19, 2024 date, left messages and have never received a call back. We went to store in person after January 19, 2024 and was told by the owner the bags was at his other shop and owner would retrieve the bag and call us back. We never received a call back so I called mid-February 2024 and left a message but never received a return call. I called again today March 4, 2024 and the owner of Hillman’s told me he gave my bag away. Hillman's gave away my $525.00 bag to a charity after we made multiple attempts to claim the bag and without any notification. I look forward to hearing from you. Sincerely, ****** ******* ###-###-####

  Business response

  03/11/2024

  hillman's luggage,

  this bag was dropped off in December 2022. when I contacted the manufacturer, I was told the parts were not in stock and I relayed that information to the customer. when he contacted the manufacturer, they gave him an estimate of 3-4 months. I kept the bag waiting for the parts. we repaired the bag when the parts came in.

  on July 6th of last year, we had the fire suppression system in the whole center burst and drain only in my shop. the Blue Ash fire department estimated the water was running for between 10 and 12 hours. they tried to turn off the water, but because it was not properly supported, they had to wait until the entire system drained through the low spot which was in my shop. after inspection by ******** ****** Restoration, my entire back wall was fill of mold. my landlord decided to use his handyman to remove the mold on the drywall with a circular saw. they didn't cover any surfaces or ventilate the area. After that I had to close my shop until the matter was resolved. after six months of no help from the landlord, we had to move to a new location.

  during that time, I called all my customers to pick up any items that were left at the shop. when we had a definite move date, I called customers at least three times with the deadline of the move to make sure they picked up their items. all items not picked up, I donated to ******* ** **********. All our claim checks have printed on them "Not responsible for items left over 30 days. Keep receipt!"

  since the move I've spent 8 weeks having radio frequency ablation procedures on both of my legs. because of that I could not be here much of the time.my last procedure is tomorrow.

  after the customer called me, one of the men working at Silverton Hardware, which is where I had to relocate to, told me he thought the movers had stored a couple suitcases in the back of their garage. I went to the storage space and found the case in question. I have cleaned the case and will ship it to the customer tomorrow.

  there seems to have been a "perfect storm" of unfortunate circumstances involved in this situation.

  as mentioned, the bag is boxed, and will ship direct to the customer.

  thank you for your understanding in this matter.

  Regards, 

  rick hillman

  hillman's 

   

   

  Customer response

  03/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  

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