IT LUGGAGE Reviews

Name: IT LUGGAGE
Address: Luggage House, John Tate Road, Foxholes Business Park, Luggage House, John Tate Road, Foxholes Business Park, Hertfordshire
Rating: 4.23

4.2 Rating 8,053 Reviews

79 %

of reviewers recommend IT LUGGAGE

4.2

Based on 8,053 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 86%
Accurate And Undamaged Orders	Greater than 90%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Over A Week
Customer Service	3.7 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 21st June 2026

Terence Neil Hambleton

IT LUGGAGE 5 star review on 17th February 2026

Sheree Welsby

IT LUGGAGE 5 star review on 16th February 2026

Wendy Buckingham

347

Anonymous

Anonymous // 01/01/2019

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

English

“I ordered suitcases and paid extra for next-day delivery because we were due to go on holiday the following weekend. I received an order confirmation, but on the expected delivery day there was no dispatch notification, no tracking information, and no indication that the order had even been sent. The only way to contact the company was by email, and it took three days to receive a response. When they eventually replied, I was simply told they were busy and asked to be patient, with no estimated delivery date provided. I emailed again asking for an update and had to wait another three days for a response, only to be told they still couldn’t give me any delivery date. I find it very disappointing that next-day delivery is offered and charged for when the company is clearly unable to fulfil it. As a result, the suitcases did not arrive before our holiday and we had to borrow luggage instead. The suitcases eventually arrived a week into our holiday. Thankfully, our neighbours were able to take delivery for us, otherwise they would have been left unattended. The product itself may be fine, but the delivery service and communication were extremely poor. Based on my experience, I would recommend purchasing your luggage from another retailer, particularly if you need it within a specific timeframe or are paying extra for expedited delivery. Very disappointing overall.”

Helpful Report

Posted 1 month ago

Hi, Thank you for your review. We are sorry to hear your experience with us has not been positive. That’s certainly not the experience we aim to provide, and we sincerely apologise for any frustration or inconvenience caused. We take your feedback seriously, and your experience has been shared with our team so we can address what went wrong and prevent it from happening again. I can see our customer service team has been in contact with you, if you require any further assistance please refer back to your email chain. Again we apologise for the inconvenience caused.

Posted 1 month ago

“We ordered two duo lite suitcases with next day delivery to ensure they arrived in time to pack and take the suitcases abroad. I received a tracking email at 2pm the day before we flew saying a sticker had been created. Upon contacting DPD they said they were yet to receive the parcel to deliver. This suggested IT LUGGAGE had only just fully processed our order (two days after payment). I tried contacting IT LUGGAGE by phone several times, and email, that same day. No one answered the phone or returned my calls and I did not receive a response to my email until several days later. Both suitcases were delivered once we had gone abroad (one arrived in the afternoon when we had flown in the morning and the other was delivered several days later. ) This added considerable stress to our holiday, especially as we were travelling with a young baby and needed to pack a lot of stuff for her. We also ended up needing to borrow a suitcase from a neighbour which was smaller and heavier than the suitcase we had ordered. Other than the delivery difficulties, the suitcases appear to be what we were looking for in terms of reasonable quality and a good weight for the size.”

Helpful Report

Posted 1 month ago

Many thanks for your review. We are very sorry to hear this. We apologise for the delay and inconvenience caused in receiving your order. We are currently experiencing a higher than usual volume of enquiries, however, I can see you have now been in contact with our customer service team, please refer back to that email chain for any updates. We hope to resolve this matter asap for you. Many thanks

Posted 1 month ago

“Terrible service, but very good suitcases: I paid on a Monday for 'next day delivery', in preparation for flying early on Friday morning. Not delivered. On the Wednesday I sent messages via the website Contact Us and also by direct email to chase up the delivery. I received an email on Thursday from Customer Service to say they had 'contacted our warehouse to push this order as a priority'. I was forced to travel on holiday without my suitcase. Whilst on holiday a delivery was attempted 10 DAYS after ordering, and I had to rearrange a delivery for when I returned back from holiday. What a shame, because the suitcase itself is good.”

Helpful Report

Posted 1 month ago

Hi there, Many thanks for your review. We are very sorry to hear this. We apologise for the delay and inconvenience caused in receiving your order. We are currently experiencing a higher than usual volume of enquiries, however, I can see that the customer service team have been assisting you regarding this and have also refunded the next day delivery cost. Many thanks

Posted 1 month ago

“Quality of case good. Customer service no ways of contacting and dispatch time extremely poor would not recommend if in a rush to get order”

Helpful Report

Posted 1 month ago

Hi there, Thank you for your review. We are very sorry to hear about your experience and apologise for any disappointment or inconvenience this may have caused. This is not the experience we want our customers to have. However, I can see that our customer service team reached out to you on the 01/06 regarding this and are awaiting your reply, so that they can assist you further with getting this resolved. We therefore kindly ask for you to respond to the team on this current email chain. Many thanks

Posted 1 month ago

“Used this case once both of the zippers at the front have broken so can no longer use this suit case for the price of the case I dont think it should break after the first use”

Helpful Report

Posted 2 months ago

Hi Emmy, Many thanks for your review. We are very sorry to hear this. However, I can see that the customer service team are currently assisting with this matter via email. We hope to resolve this matter asap for you. Many thanks

Posted 1 month ago

“2 out of my set of 4 cases broke on first use. Medium size circulator zip broke first use then cabin handle broke. Although IT luggage agreed to replace( after an argument with the medium one) they don’t do case anymore so now don’t have a matching set which was the whole reason for buying new cases in first place.”

Helpful Report

Posted 2 months ago

Hi Sharon, Many thanks for your review. We’re very sorry to hear that you feel our service has been disappointing. That’s certainly not the experience we aim to provide, and we sincerely apologise for any frustration or inconvenience caused. However, if we can assist you further, please don't hesitate to reach out. Many thanks

Posted 2 months ago

“I like the product but I paid extra for quicker delivery. Despite it saying 1-2 business days it took 5-6 and meant the product did not come in time for my daughter's birthday or our trip.”

Helpful Report

Posted 2 months ago

Hi, Many thanks for your review. We are very sorry to hear this was your experience. Please do not hesitate to reach out to the customer service team directly via the 'Contact Us' form on our website, where they would be more than happy to investigate this matter further for you. Many thanks

Posted 2 months ago

“I ordered a large Navy and orange It suitcase from Tesco and used it for the first time to go away for four days on the 20th May. It came back damaged after the first use. The outside zip pocket was broken and I hadn't even got anything in the pocket. I have used It luggage before and most disappointed on this occasion as I paid £65 for the one case. jools2114@gmail.com”

Helpful Report

Posted 2 months ago

Hi Jools, Many thanks for your review. We are very sorry to hear this happened to your luggage. As your luggage was bought within 12 months we would advise returning to Tescos with your receipt, if it is a manufacturing fault they would be happy to refund or replace for you. However, if you need further assistance please do not hesitate to reach out to the customer service team directly via the 'Contact Us' form on our website, where they would be more than happy to investigate this matter further for you. Many thanks

Posted 2 months ago

“Suitcase is excellent. However, delivery is extremely poor. Promised for next day. Failed to arrive and no communication. Emailed ITLugage, no response no delivery. Next day, contacted IT, they explained they were very busy because it was holiday time. WOW! who would have expected that!!! Delivered 3 days late. Very pleased with case. Totally unimpressed with admin!”

Helpful Report

Posted 2 months ago

Hi Peter, Thank you for your review. We sincerely regret that your experience has not been a positive one. This is certainly not the standard we aim to deliver. Please accept our sincere apologies for the impact and inconvenience caused, as providing a high standard of service is extremely important to us. We also apologise for the delay in getting back to you. We are currently experiencing a higher than usual volume of enquiries, but we completely understand how frustrating it is to be kept waiting, especially in these circumstances. However, I have marked your request as a priority, and our customer service team will assist you further shortly. We appreciate your patience and hope to get this resolved for you soon. Many thanks

Posted 2 months ago

“After ordering I paid for express shipping because I had a trip planned. I have escalated the issue and nothing was done about it. I ended up traveling my parcel arrived which defeated the purpose of me buying the suitcase. Customer service were not helpful at all”

Helpful Report

Posted 2 months ago

Hi Rowan, Many thanks for your review. I am sorry to hear this. However, I can happily see that the customer service team are currently assisting with this matter via email. We hope to resolve this matter asap for you.

Posted 2 months ago

“Ordered 3 bags and received only 2. The missing bag received after couple of days after communicating many times with the company.”

Helpful Report

Posted 2 months ago

Hi Ahmad, Many thanks for your review. I am sorry to hear this. I can happily see that the customer service team are currently assisting with this matter via email. However, we are currently experiencing a higher than usual volume of enquiries which may cause some delays. We hope to resolve this matter asap for you.

Posted 2 months ago

“I would have loved to have sent you a picture of me using my new IT luggage. However due to the fact that you sent me the wrong suitcase I had to purchase another one to take on holiday and I am still waiting for your company to rectify the mistake you made. Not overly impressed.”

Helpful Report

Posted 2 months ago

Hi Mr Decent, Many thanks for your review. I am sorry to hear this. However, I can happily see that the customer service team are currently assisting with this matter via email. We hope to resolve this matter asap for you. Many thanks

Posted 2 months ago

“I am very sorry to write this review, but I feel it is important to share the honest experience I had while purchasing bags from it Luggage. The first disappointing issue was the delivery process. After placing my order, there was no update, tracking progress, or response for the first four days. Even after sending several emails, I did not receive proper communication, which was very frustrating. Eventually, I finally received my bags. Secondly, after receiving the bags, I found that the quality was not as good as I had expected. Perhaps my expectations were high, but considering the price, I believe the quality should have been much better. I was also disappointed with the locks. Resetting the code was difficult, and the locking system did not feel reliable or user-friendly. Overall, my experience was not satisfactory, mainly due to poor customer service, delayed communication, and the product quality not matching my expectations.”

Helpful Report

Posted 2 months ago

Hi Amjad, Many thanks for your review. I am sorry to hear this. However, I can happily see that the customer service team are currently assisting with this matter via email. We hope to resolve this matter asap for you. Many thanks

Posted 2 months ago

“Product is very good but ordered three similar cases and they all are being delivered separately, so have had to change plans to enable receipt of two of the cases. Still waiting for the third case information on delivery 8 days after paying extra for 2 day delivery. Not the best service.”

Helpful Report

Posted 2 months ago

Hi Wil, Many thanks for your review. I am sorry to hear this. Please do not hesitate to reach out to the customer service team directly via the 'Contact Us' form on our website, where they would be more than happy to investigate this matter further for you. Many thanks

Posted 2 months ago

“Ordering was fine delivery was terrible and tracking may as well not have it took 7 days to get to me from goole said I would have it Friday 6.30 got them Monday 3 may”

Helpful Report

Posted 3 months ago

Hi Geoffrey, Many thanks for your review. I am sorry to hear this. Unfortunately, as the courier is a separate company to itLuggage we would advise that any feedback is best advised to them directly, however, I would like to sincerely apologise on their behalf. Many thanks

Posted 3 months ago

“The luggage was great but the service was very poor. I paid extra for express delivery. After 6 days I contacted the company who chased it but although I asked for the extra postage to be refunded they did not”

Helpful Report

Posted 3 months ago

Hi there, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with your recent experience. Unfortunately, we are currently navigating a peak period, as advised directly within the email chain, which in turn is causing delays in terms of both deliveries and communication, for which I can only apologise. Nevertheless, I am happy to see that the Customer Service team have since been in touch with yourself and have refunded the delivery cost to you as requested. Should you require any further assistance in the future at all, please do not hesitate to get back in touch. Many thanks

Posted 3 months ago

“I have to point out that this review is about the customer service not the suitcase. I had an issue with one of the wheels coming off a suitcase I ordered nearly 4 years ago and I have to say I was initially impressed by the fact that you stood by your 5 year warranty on my damaged case, as many companies may not have done this, so this was a very positive experience. I started the process of ordereing a replacement with you on the 24th March but the delays in email responses meant my first choice went out of stock, I then ordered my second choice after paying the difference in price from the credit I had, but that arrived with a scratch, see picture. On contacting you about this you offered to collect the damaged case and once that was recived back in your depot you would then arrange for a replacement to be sent, I did query this asking if the replacement could be sent sooner given my first choice went out of stock because of delays in email responses, but nobody came back to me, I then emailed you to see if you would offer a small discount if I kept the damaged case, that would save the cost of collection, I had an email agreeing to that and offering a 30% discount on the RRP which I acepeted as this was almost the same as the additional payments I made, I then had another email a day later withdrawing that offer and you then confirmed collection, it still makes no sense to me giving the discount offered and the additional payments I made were almost the same. Given that this whole process started on the 24th March and the email withdrawing the offer was on the 24th April, I emailed you to say that I had cancelled the collection as we are due to go on holiday on the 7th May and I had no confidence that a replacement would arrive before that, and it might even go out of stock like the first one, so it was easier just to keep the damaged case, I sent that email on the 27th April and have yet to receive a response. I dont like leaving negative reviews but what started as a very positive experience turned into a real mess because of response times and contradictions.”

Helpful Report

Posted 3 months ago

Hi Alexander, Many thanks for your review. I am sorry to hear this. However, I can happily see that the customer service team are assisting with this matter via email. Please kindly refer back to the email chain directly, where any/all further assistance will be provided as required. We hope to resolve this matter asap for you. Many thanks

Posted 3 months ago

“Paid for next day delivery and didn't get it. So not in time for my flight.”

Helpful Report

Posted 3 months ago

Hi there, Many thanks for your review. I am sorry to hear this. Please do not hesitate to reach out to the customer service team directly via the 'Contact Us' form on our website, where they would be more than happy to investigate this matter further for you. Many thanks

Posted 3 months ago

“3 items arrived in good time. Remains item still not arrived and no idea when it will be dispatched, doubt it will get here in time for our holiday even though I ordered it over a week ago. For me it’s not been a good service so far.”

Helpful Report

Posted 3 months ago

Hi Stephen, Many thanks for your review. I am sorry to hear this. However, I can happily see that the customer service team are assisting with this matter via email. Please kindly refer back to the email chain directly, where any/all further assistance will be provided as required. We hope to resolve this matter asap for you. Many thanks

Posted 3 months ago

“I'm giving it 2 stars , because of the courier DPD . They threw the parcel over the gate into the garden , it was raining heavily and by the time I arrived back home th box was sodden , so was the case inside ! Quite disgraceful!”

Helpful Report

Posted 3 months ago

Hi Jo, Many thanks for your review. I am sorry to hear this. Unfortunately, as the courier is a separate company to itLuggage we would advise that any feedback is best advised to them directly, however, I would like to sincerely apologise on their behalf. On our behalf, should you require any further assistance regarding this matter, or in the future at all, please do not hesitate to get back in touch directly via the 'Contact Us' form on our website, where the customer service team would be more than happy to help. Many thanks

Posted 3 months ago

IT LUGGAGE is rated 4.2 based on 8,053 reviews