I am a flight attendant for a major US carrier and have been using Travelpro roll-a-boards for the duration of my career, but not quite by choice. They were originally part of our uniform requirements, and are now optional but continue to be replaced for us every three years, at no extra charge to us. This may sound like a great deal, but in truth the bags don't usually last that long. Many of my colleagues have used personal funds and had better experiences with other brands, such as Briggs & Riley (my new favorite), Samsonite, Tumi, even Victorinox.

My most recent dissatisfying experience with Travelpro began in September of 2007, when I ordered a small rolling tote bag directly from them, online. Both wheels melted and broke the first time I used the bag, less than 15 minutes into my journey. I called them and was told sharply that they did not issue refunds, but when I insistently objected I was given a Return Authorization number, and was sent a UPS mailing label with which to return the bag for refund. I returned the bag immediately and began waiting for my refund, in the form of a credit on my bank card. In October, November, December, January, and February I contacted them to follow up on the status of my refund. Each time I was told they had never received the bag, nor did they give refunds. Each time, at my insistence, they traced the shipment (again), then apologetically confirmed that they had received it, but had no record of its arrival in their own system. Each time I was told that they would take care of it immediately, and to wait "a couple of days" for the refund.

It is now the end of April and I just got off the phone with yet another of their CS reps who informed me that her manager would see to the credit being issued within the next 2-3 days. Obviously, I have my doubts. I don't know what to do in order to receive my refund. Travelpro owes me $109.99.

Any suggestions?