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IT LUGGAGE Reviews

4.3 Rating 3,242 Reviews

82 %

of reviewers recommend IT LUGGAGE

Company Reviews

Product Reviews

4.3

Based on 3,242 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	Greater than 91%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4 out of 5
Returns & Refunds
Returns Process	Could Be Better

About IT LUGGAGE:

Established in 1985, It Luggage have been focused on designing luggage that meets traveller's needs for over 35 years.

Our dedicated in-house design team produces over 100 new styles every year, and their innovation and imagination sets us apart from other luggage manufacturers.

Recognised throughout the world as a leader in travel industry, we offer exceptional value, modern design, and excellent quality.

Visit Website

Email:

customerservice@itluggage.co.uk

IT LUGGAGE 5 star review on 3rd June 2024

IT LUGGAGE 5 star review on 1st June 2024

IT LUGGAGE 5 star review on 22nd April 2024

Mrs Suzanne McCulloch

IT LUGGAGE 5 star review on 21st April 2024

IT LUGGAGE 5 star review on 21st April 2024

IT LUGGAGE 5 star review on 14th April 2024

IT LUGGAGE 5 star review on 1st April 2024

Donna Kenworthy

90

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful Language: Any Any

English

“Ordered a glitzy pink suitcase. They sent me a black plain one Still waiting a week later for the situation to be resolved!”

Posted 5 months ago

HI Celia, Thank you for your review . I can see the team are assisting you and awaiting your response to the collection email. Many thanks

Posted 5 months ago

“The cabin suitcase that I ordered was too big for the majority of airlines. My fault, as I didn’t check the dimensions before hand, however, the customer service that followed was painfully bad. The worst I’ve come across in a long time. My questions were constantly ignored and the correspondence was rude, robotic and sporadic. I wouldn’t order from here again based on that. It doesn’t matter if the product is good if the company itself has no customer service and cares that little.”

Posted 5 months ago

HI Camilla, I can see the team have assisted you on this matter on email. If you do have anything further we can help you with please get in touch with the team. Many thanks

Posted 5 months ago

“Nice light weight luggage. But Zipper broke within first use.”

Posted 5 months ago

HI Umme, I am sorry to hear this. If you email in to us we can assist you with this. Many thanks

Posted 5 months ago

“Contacted customer service over a week ago with questions regarding a cancellation and wrong delivery and I'm still waiting for a response. Quite unresponsive, plus the delivery service wasn't very helpful”

Posted 5 months ago

HI , If you could kindly email in with ( Reviews )in the subject I can certainly look into this for you . Many Thanks

Posted 5 months ago

“Purchased brand new and already came defective. I was only offered a small fraction of a discount which was unreasonable but she made it very clear that's all she could offer or a refund even though I told her I needed it for a flight I was catching so return wasn't an option or I would have no bags to take abroad. She was rude didn't appreciate the half handed help she gave. As well as this I noticed more marks as well which I didn't get picture of as it went through check in and after the flight the bags looked in a state as if I have had them 10 years. I have never experiences this with any other luggage. The quality was bad to a point I have messed up luggage. After one trip they look used for 10 years. Can't imagine how they will be when I return. I'm going to have to throw these away and get new ones now. Money wasted not a long term suit case at all probably more like a one time use kind of thing unless you want to walk around looking tacky with a scruffy suitcase. I can't upload pictures each time I try it doesn't let me submit.”

Posted 5 months ago

HI Zulaikhah I can see the team are waiting on a response to assist you further on this matter. Many thanks

Posted 5 months ago

“Dreadful! The suitcase was hanging out of the box when it arrived, the suitcase has all marks on it and as a result it was wet. I’ve yet to hear what you’re going to do about it.”

Posted 5 months ago

Hi, If you could kindly email in to us with Review in the subject I can look into this for you. Many Thanks

Posted 5 months ago

“IT luggage sent me used suitcases, they were dirty at the bottom and had scuffs and the combination lock was not set to 000, which proves they were pre used. I would never order from here again and would advice caution purchasing from this retailer.”

Posted 5 months ago

Hi Maham, I am sorry to hear this. I can see the team are assisting you on this matter. Many thanks.

Posted 5 months ago

“Never got parcel, slow response to enquiries”

Posted 5 months ago

Hi, I am sorry to hear this. If you could kindly email ITL_contact@itluggage.co.uk with ''Review'' in the subject, we can assist you with this. Thank you.

Posted 5 months ago

“Terrible service. Would not use again. Cancelled order because of poor service.”

Posted 5 months ago

Hi Richard. I am sorry to hear this. If you could kindly email ITL_contact@itluggage.co.uk our team would like to look into this for you. Thank you.

Posted 5 months ago

“We have not received our luggage it’s said that it was delivered. So we’re is it”

Posted 5 months ago

HI , I am sorry to hear this. If you could kindly email ITL_contact@itluggage.co.uk we can contact the delivery company for you. Many thanks

Posted 5 months ago

“The cabin bad I purchased was light but flimsy. On the first use the lock loops on the zipper broke - clearly not sturdy enough for normal use when the bag travels as checked luggage.”

Posted 5 months ago

Hi Frances, we are so sorry to hear this. Please kindly email the customer service team on ITL_contact@itluggage.co.uk for further assistance with this!

Posted 5 months ago

“Very difficult to return items would not buy from here again”

Posted 5 months ago

HI, I am sorry to hear there was difficulty in the return of your luggage . If you could email us with (Review) in the subject I can look into this for you. Many thanks

Posted 5 months ago

“I would give 0 stars if I could. Absolutely appalled by this service. I have ordered cases twice and they haven't turned up at my house. Yodel is saying delivered and they haven't arrived. No photo evidence or anything. Following this, all that has been offered is a refund and no explanation about their whereabouts or even a discount with more cases being sent. Unbelievable!!”

Posted 5 months ago

HI, We are so very sorry for the non delivery from the delivery service. Please email us with ( Review ) in the subject so I can look into this for you. Many thanks.

Posted 5 months ago

“Never seen a company customer service I ordered 2 suitcases and was offered 20%off afterwards so I sent an email to request to take the 20% off The customer service wouldn’t do that I asked to return and got the same suitcases from Asda £30 cheaper This would have been the same as 20% off The returns were collated and Asda delivery at the same time same delivery company The management needs to sort out the customer service”

Posted 5 months ago

HI Narendrakumar , Please email us with ( Reviews) in the subject and I will be sure to look into this for you. Many Thanks.

Posted 5 months ago

“I bought two sets. I used the middle one on a short flight and the seam has come away. When I messaged the company they said it was the airline!! I have emailed back to inform them you can clearly see the seam has come away nothing to do with the airline and that I am happy to return to them had no response. Very poor quality and customer service. I feel any manufacturer fault they will blame the airline and therefore waste of time offering warranty.”

Posted 5 months ago

HI There, I am sorry to here there has been an issue with your case. If you could kindly email the team putting Review in the subject bar we will assist you with this. Many Thanks

Posted 5 months ago

“Defective product and terrible customer service. Refuse to acknowledge they sold a defective suitcase and claim mishandling which is untrue because bag was packed and used normally for the first time just 3 days after purchase.”

Posted 5 months ago

Good Morning Rajiv, I am sorry to hear this. I can see the team are assisting and have advised you on email. Please email us back if you need anything further. Thanks

Posted 5 months ago

“Purchased a vanity case for a present for my daughter, however when it arrived i checked it and a part of the zip was missing from inside. I have emailed customer service with photos 2 weeks ago but no reply. I doubt i will have the item sorted out ready for xmas day. I couldn't find a contact number to call customer service department. They seem to want you to email rather than talk on the phone. Please can you contact me to resolve the issue.”

Posted 5 months ago

Hi Glyn , We are sorry to hear there has been an issue with the zip. I can see the team have replied 01/12/2023 and resent 14/12/2023 . If you could kindly check all boxes in your email and reply to the team so we can assist you further. Thanks

Posted 5 months ago

“I paid for express delivery of my items, the courier service partnered with is Yodel and they have still not delivered my items. What's worse is that they have updated all tracking to say they tried to deliver and I wasn't here, therefore it's a missed delivery. This is completely false updating as I am on maternity leave and am home all day with my son. Absolutely no attempt at delivery has been made since ordering my items, everything is correct regarding my address and their attempts to say 'oh it has been attempted and you weren't there' are completely and utterly false. Supposedly if there is noone to receive the item, they need to take a picture and leave a calling card - again this has never happened because 1. I would be here to receive it as I am at home all day now and 2. This proves they have never attempted to deliver to my address. Shockingly bad service from both parties, I will not buy from here again and would not recommend this luggage company to anyone else.”

Posted 5 months ago

Good Morning Ishara, I am very sorry to hear there has been a delay with delivery. I can see the team are working to to get this sorted for you and in contact with the delivery company and yourself. Many thanks

Posted 5 months ago

“Had a faulty case delivered Friday. Have sent 4 emails and a video enclosed. And still have had no response. I have no idea how to return faulty case. And am getting no help. Shocking customer service”

Posted 5 months ago

Hi Beverley, we are sorry to hear this. I can see that a member of our team is currently assisting you with getting this resolved.

Posted 5 months ago

“Hi Not happy with the customer service at all. I had ordered a BRITBAG Annamite - Medium Plus (Duplo Geo - Skin) via Order #IT92634 on 02-Dec. The item received was defective. The suitcase had a lot of surface scratches. I had raised a customer query via a warranty ticket along with the Pics of the issues. However, no response was received. I was expecting a callback or a response with some agreement on a resolution Hence extremely unhappy”

Posted 6 months ago

Hi Virendra, we are so sorry to hear this. Please kindly email the customer service team on ITL_contact@itluggage.co.uk for further assistance with this!

Posted 6 months ago

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IT LUGGAGE is rated 4.3 based on 3,242 reviews