I had a problem with the wheels on my big bags. A wheel broke off while pulling and a wheel was missing when I picked up the bag from the carousel. Those bags are hard work without a wheel. However, they took care of me. Gave me a set of replacement wheels the first time. Replaced the whole bag the second time, though the newer bags are not as good as the old ones. I was able to use the unused wheel from the set they sent me to fix the missing wheel. I also bought one big bag at a ridiculously low price, so now I have 3 29 inch bags, one carry on and one backpack. I like them.