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IT LUGGAGE Reviews

4.3 Rating 4,026 Reviews
81 %
of reviewers recommend IT LUGGAGE
4.3
Based on 4,026 reviews
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Next Day
On-time Delivery
Greater than 88%
Accurate And Undamaged Orders
Greater than 91%
Customer Service
Communication Channels
Email, Telephone, Live Chat
Queries Resolved In
Under An Hour
Customer Service
3.9 out of 5
Returns & Refunds
Returns Process
Could Be Better
Read IT LUGGAGE Reviews

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

Still have not received my order!! No customer service number to call and find out what’s going on!!
Helpful Report
Posted 4 months ago
Hi there, Many thanks for your review. I am sorry to hear that you have not yet received your order. Please be aware that we do operate exclusively via email chain, if you would like further assistance in this matter please kindly contact our customer service team directly on ITL_contact@itluggage.co.uk and they would be happy to look into this for you. Many thanks
Posted 3 months ago
I cannot rate the luggage, as I have not yet received it, despite ordering it more than a week ago. This issue is you’re using Evri as a courier, which are notoriously the worst in the UK. I have been at home every day this week desperate to get it, as I am travelling today- but constantly let down despite emails from Evri saying it’ll be delivered. I am thoroughly disappointed as I wanted it for a trip I’m taking today - and ordered it well in advance - and nothing. I’m considering cancelling this order, as I doubt I will ever get it delivered from Evri. This has been a very disappointing experience and I would strongly urge you to change couriers. Or can you help me get my order from Evri? Because I’ve tried and it’s impossible. Very very disappointed
Helpful Report
Posted 4 months ago
Hi Kalila, Many thanks for your review. I am sorry to hear that you are experiencing issues regarding the delivery of your order and with the courier Evri. Please kindly contact our customer service team directly on ITL_contact@itluggage.co.uk and they would be happy to look into this further for you. Many thanks
Posted 4 months ago
This is the worst quality I’ve ever experienced. We’ve taken the suitcase on its first trip and the telescopic handle has come out of the hole with no rough treatment whatsoever. Now it cannot retract, fit in any cars, and we’re stuck abroad suitcaseless. To raise a complaint you need a photo of the warranty tags which are at home. And if we buy another we can’t bring this one back. TERRIBLE TERRIBLE SERVICE as there is no phone number either
Helpful Report
Posted 4 months ago
Hi Parul, Many thanks for your review. I am sorry to hear that you are experiencing issues with the trolley handle on your luggage. Please kindly contact our customer service team directly on ITL_contact@itluggage.co.uk, including your proof of purchase and images/videos of the issue, and they would be more than happy to look into this for you. Following on from the above, please be aware that we do operate exclusively via email. Many thanks
Posted 4 months ago
Stop spamming me to leave a review. I bought a couple of cheap cases and they are what they are. Cheap!!
Helpful Report
Posted 4 months ago
Hi, Many thanks for your review. We are sorry to hear that you have received more than the normal two automated emails, in regards to your order with us. If you can please get in touch with us by emailing the customer service team at ITL_contact@itluggage.co.uk we will be more than happy to look into this further and get this resolved. Apologies again. Many thanks
Posted 4 months ago
You have used EVRi to courier my purchase and I still haven’t received it!!!!! I have raised with yourselves and EVRi and so far I am not satisfied with any of the efforts made to get me my purchases.
Helpful Report
Posted 4 months ago
Hi Richard, Many thanks for your review. I am sorry to hear that you experienced issues regarding the delivery of your order. Unfortunately, delivery issues are unforeseen, however, we do always aim to resolve these for customers as quickly as possible. I can see that a member of the customer service team is currently assisting you with getting this resolved. We apologize for the delay and the inconvenience caused. Many thanks
Posted 4 months ago
Terrible service I’m missing half my luggage I ordered and nobody replies to emails I ordered set of 4 matching cases for my holidays and only received 2 I then had to go and purchase another case to use on holidays after a very long of emails I was told that you would deliver the missing cases when I returned I contacted you to arrange this and was told one of the cases was out of stock so you offered me a refund and asked me to return the two small cases I had used on my holidays. I would have expected that the missing cases would have been put aside for my return what a very poor service I’ve received and wouldn’t recommend you to anyone. I thought I was buying directly from a reputable company. How wrong I was
Helpful Report
Posted 4 months ago
Hi Louise, many thanks for your review. I have had a look into this for you and can confirm that a member of the customer service team has been in regular contact with yourself regarding this to help you to get this resolved. Please be sure to check junk/spam inboxes in case that is where the email has ended up. I have also resent now for you. Please do not hesitate to get back In touch should you require any further assistance at all. Many thanks
Posted 4 months ago
Do not happy I can’t use the suitcase anywhere due to the measurements I had to pay extra with the airline I was going with I can barely use it in any airline it said it was a cabin bag
Helpful Report
Posted 4 months ago
Hi Afaf, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with your recent experience. We always advise cross-checking the measurements of the case in which you are interested in with the relevant airline restrictions before purchase. If the measurements do not match exactly, it is then down to the customers' discretion whether or not they would like to proceed with the order. This is also advised on our website. However, I can only apologise for your recent experience. Please do not hesitate to get in touch with our customer service team should you require any further assistance at all. Many thanks
Posted 4 months ago
Having a nightmare with IT luggage. Bought an underseat case and was delivered with a defective handle. Tried so many methods of trying to speak to customer service yet my only option is an email to which i receive a message back that doesn’t answer my question nor explain anything. I’m so irritated - this really does let IT down and will impact on my decision in terms of where to buy from in the future. In a saturated market they need to do better !!!! Would be lovely to speak to someone …….
Helpful Report
Posted 4 months ago
Hi Sally, Many thanks for your review. I am sorry to hear that your suitcase arrived with damage/fault and that you are not 100% satisfied with your recent experience. I have had a look into this for you and can see that a collection has been scheduled for the underseat case in question, with the tracking information for this to follow. Once collection has taken place, we can then get a replacement dispatched if you wish (subject to availability). The above information has all been advised within the email chain, however, please kindly see our most recent correspondence for further updates regarding your case. Following on from the above, please note that we do operate exclusively via email I'm afraid. If you require any further assistance at all, please do not hesitate to get back in touch with our customer service team via the email chain. Many thanks
Posted 4 months ago
I will be putting out reviews including on social media because these bags are awful!!!! I've emailed customer services so I'll await the response. ONE holiday and TWO out of the three bags I bought broke!!!! Has never happened to me with other bags and I have travelled all over the globe.
Helpful Report
Posted 4 months ago
Hi Helena, Many thanks for your review. I am sorry to hear that your luggage has sustained damage throughout travel. I can see that we received an email from yourself as of Sunday 09/06, out of office hours, indicating that the damage has occurred to the zip pulls. These are easily replaced. I can confirm that I have flagged this to the relevant team for you and someone will be back in touch via the email chain in due course. Many thanks
Posted 4 months ago
Appauling customer service! No live chat or phone option, and despite having sent a visibly used and battered suitcase to fulfil my order, they refused to take any responsibility. This was two months ago and I am still chasing them to resolve this (no answer for weeks)!
Helpful Report
Posted 4 months ago
Hi Nora, Many thanks for your review. Please accept my sincere apologies that you have not received a response as of yet. I have looked into this for you and it seems that due to some sort of technical glitch, your emails had not made it through to our inbox. I can only apologise for this. Now your emails have been located, I have flagged this to the relevant team to advise back asap this afternoon for you. Please accept my sincere apologies again and do not hesitate to get back in touch should you require any further assistance in the meantime.
Posted 4 months ago
There is a visible dirty footprint inside my 'new' suitcase. This is completely unacceptable.
Helpful Report
Posted 4 months ago
Hi there, Many thanks for your review. I am so sorry to hear this. Please kindly contact our customer service team directly on ITL_contact@itluggage.co.uk and they would be happy to look into this for you. Many thanks
Posted 4 months ago
Absolutely terrible. It’s been two weeks since ordering and I have not had it delivered. I’ve had to chase multiple times and had boilerplate responses from their support unit. They have even sent me an incorrect tracking link. Therefore this review only reflects their logistics and customer service. And not the product.
Helpful Report
Posted 4 months ago
Hi David, Many thanks for your review. I am sorry to hear that you have not yet received your order. I have had a look into this for you and can see from the email chain that the team are currently looking into this for you, along with the warehouse, and will be back in touch asap regarding an update. Regarding the incorrect tracking, please be aware that this was an automated email and not sent directly from ourselves/the customer service team. However, many thanks for making us aware that this did not supply the correct information, we will be sure to take your feedback on board. Please accept my apologies again for the delay in receiving your order and be assured that a member of the team will be back in touch as soon as an update has been received. However, if you require any further assistance in the meantime, please do not hesitate to get back in touch via the email chain and we would be more than happy to assist. Many thanks
Posted 4 months ago
VERY DISAPPOINTED - IT IS NOT BARBIE PINK YODEL DELIVERY IS VERY POOR
Helpful Report
Posted 4 months ago
Hi Paula, Many thanks for your review. I am sorry to hear you were not 100% satisfied with your recent purchase. Your feedback is very important to us and we will be sure to take this on board. However, should you require any further assistance at all or wish to return your item, please do not hesitate to contact our customer service team directly on ITL_contact@itluggage.co.uk and they would be happy to help. Many thanks
Posted 4 months ago
I have not received this and the aps are rubbish. I can not find out whether this is still to arrive or not - and I have to wait from 7- 9pm (now 16.08). I was told at 7pm that it would not be delivered until 3rd. 😡
Helpful Report
Posted 4 months ago
Hi Hilary, Many thanks for your review. I am sorry to hear that you are experiencing issues regarding your delivery. I have had a look into this for you and can see from the tracking that your order is out for delivery today (03/06/24). However, should you require any further assistance at all, please do not hesitate to get in touch with our customer service team directly on ITL_contact@itluggage.co.uk and they would be happy to help. Many thanks
Posted 4 months ago
Didn't receive it in time
Helpful Report
Posted 5 months ago
Hi Dimple, Many thanks for your review. I am sorry to hear that you experienced issues regarding the delivery of your order. Unfortunately, delivery issues are unforeseen, however, we do always aim to resolve these for customers as quickly as possible. I am sorry to hear that in this instance the parcel could not arrive within the desired timeframe and therefore, a full refund was processed. Please do not hesitate to get back in touch should you require any further assistance in the future. Many thanks
Posted 5 months ago
I orderd a suit case then asked about applying a discount code after I purchased it and instead of replying to me the order got cancelled without asking me if that was what I wanted. The excuse I was given was things need to be done quickly round here instead of just saying yes you can or can't. So ended up having to order it once it was back instock delaying everything by a week. So i think ITS customer service is rubbish.
Helpful Report
Posted 5 months ago
Hi Jake, Many thanks for your review. I am sorry to hear that your order was cancelled involuntarily. I have had a look into this for you and there seems to have been some miscommunication as your original correspondence queried cancelling but did not request this, I can only sincerely apologise for this. However, I am glad to hear that you have managed to re-order the item at a later date. Please again accept my sincere apologies for this and do not hesitate to get back in touch should you require any further assistance in the future. Many thanks
Posted 5 months ago
I have still not received my suitcase which I order on 6th May. I’ve been informed it has been lost by Evri. I contacted IT again to inform you, though I’ve still not had a response back, it will be 48hr by tomorrow morning. When there is an issue your customer service process is too slow, you have to wait 48hrs for a response back. Not being able to call/speak to somebody is poor.
Helpful Report
Posted 5 months ago
Hi Jackie, Many thanks for your review. I am sorry to hear that your package has encountered difficulty through delivery, this is certainly not the standard we expect from our couriers and I can only apologise for this. I can confirm that a member of the team has responded to your email as of this morning, confirming that we will arrange for your order to be re-dispatched at the earliest convenience. Please kindly refer back to the email chain for further updates regarding this. Many thanks
Posted 5 months ago
I purchased a 2 piece luggage set on 1/5. On receiving my order one of the luggage handle was damaged. I contacted IT via email immediately and submitted 5 photos. I had to contact IT customer on numerous occasion via email before they arranged for the luggage to be collected. Eventually the one piece of luggage was collected on the 14/5 .Again I had to email to check to see if the returned item was received by IT. I then received an email stating that the item was received but they did not have any more of the item in stock and I can choose another luggage for £40. I was very dissapointed as I had bought the luggage as a set and I had also inform IT customer service this was purchased for my daughter who was travelling on the 15/5 and that I would like to have a replacement before that date. I again emailed IT on the 15/5 regarding the offer to choose another case for £40. I have not received a response to my email. The service I have received from IT is appalling.
Helpful Report
Posted 5 months ago
Hi Cyntra, Many thanks for your review. I am sorry to hear that the case in which you received was damaged. I can see that this has since been collected. Unfortunately, as stated within the warranty policy, when returning a case which is part of a set, we cannot always guarantee a like-for-like replacement, due to stock availability or certain styles being discontinued. In this instance, I can see that the case in which was originally ordered is now out of stock, however, I can see that you have been offered the chance to select an alternate replacement or return the remaining case for a full refund if you wish. I can see that the customer service team have been in frequent communication with yourself today, and the last couple of days, in order to resolve this for you. Please kindly correspond back to our latest email and we can then continue assisting in this matter. Many thanks
Posted 5 months ago
I ordered a suitcase and paid for next day delivery, however my case came 5 days later. When my case finally did come, it was left outside my front door, the delivery man didn’t knock, just placed it outside and the packing had been opened. Not great delivery at all.
Helpful Report
Posted 5 months ago
Hello, Many thanks for your review. I am sorry to hear that you experienced complications with your delivery. This is certainly not the standard we expect from our courier, your feedback is very valuable to us and we would like to thank you for flagging this issue. Unfortunately, delivery issues are unforeseen, however, we do always aim to help resolve all matters as quickly as possible for our customers and I can see that a full refund for the cost of postage has been processed for yourself. However, if you require any further assistance at all, please do not hesitate to get back in contact with our customer service team and they would be happy to assist. Many thanks
Posted 5 months ago
After 10 days waiting case did not arrive. When chased with customer service I was told it was with the warehouse. Still didn't hear anything and had to cancel the order. Poor service all round!!
Helpful Report
Posted 5 months ago
Hi Sarah, Many thanks for your review. I am sorry to hear that you experienced issues regarding the delivery of your order. I have had a look into this for you and can see that the team were in communication with the warehouse in an attempt to push the delivery through. I can confirm that your parcel was not with the warehouse at this point, nor was this stated within the email chain, as a tracking number had been provided for the parcel - meaning that this was with the courier. The team were simply contacting the warehouse as they can then communicate directly with the courier in order to try and resolve the issue. Unfortunately, delivery issues are unforeseen but we will always try our best to resolve these for our customers in a timely manner. However, I can only apologise that in this instance this could not be resolved in time for your upcoming travels. I can see that your full refund has been processed. Please accept my sincere apologies again, and do not hesitate to get back in touch with the customer service team should you require any further assistance in the future.
Posted 5 months ago
IT LUGGAGE is rated 4.3 based on 4,026 reviews