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IT LUGGAGE Reviews

4.3 Rating 3,065 Reviews

82 %

of reviewers recommend IT LUGGAGE

Company Reviews

Product Reviews

4.3

Based on 3,065 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 93%
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 25th April 2024

IT LUGGAGE 5 star review on 25th April 2024

IT LUGGAGE 5 star review on 22nd April 2024

Nicola Cunningham

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

214

Anonymous

Anonymous // 01/01/2019

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

English

“I emailed twice asking to speak to customer service and still waiting for a reply, your not given a number to call.”

Posted 7 hours ago

Hi Miles, 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 responded to your correspondence on 19/04. 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 hours ago

“Delay in delivery. And no arrangements with the return”

Posted 1 day ago

Hi Kholoud, many thanks for your review. I am sorry to hear that you are experiencing issues regarding your collection. Please kindly refer back to the email chain where this has now been rescheduled for you. If you require any further assistance at all, please do not hesitate to get back in touch. Many thanks

Posted 9 hours ago

“Very happy when my suitcase arrived - seemed very sturdy. However after I’d been on one journey, the zipper heads are damaged. I have written to IT Luggage but, to date, have not heard anything. Very disappointed.”

Posted 5 days ago

Hi Jacqueline, many thanks for your review. I am sorry to hear that you have experienced issues regarding the zip pulls on your case. I have had a little look into this for you and can see that a member of the team responded on the same day as receiving your email query on 22/04. I will resend this now for you. Please be sure to check junk/spam inboxes in case that is where the emails are ending up. Many thanks

Posted 5 days ago

“Unfortunately, after first use on flight to US, the case did not withstand the journey and had signs of damage around the wheels. See photo attached. Very disappointed as not confident we can use case again. Would be grateful to hear regarding 10 year guarantee and next steps.”

Posted 1 week ago

Hi Alison, many thanks for your review. I am sorry to hear that your case has sustained damage while travelling. Unfortunately, mishandling including handling by third parties is not covered under warranty, as stated within our warranty policy. However, 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 and assist the best they can. Many thanks

Posted 1 week ago

“The review is more for the delivery company. I buzzed them in but they didn't come up, I went down could not find mat package, it was a nuisance to contact them. I was then send an email showing it was delivered and left down stairs where if clearly states do no leave delivery here. I went door to door and no one had it, about 2 days later it was left by my door. I even paid 1 day delivery for my son to receive the gift it time. This was truly a waste if my money. I have returned it since, I may have ordered the smaller but I do not want to take a risk. Even collection they guy never turned up. I was told her did. I had to yet again chase it with your company and guess what they turned up next day for collection.”

Posted 1 week ago

Hi Mochshudha, many thanks for your review. I am so sorry to hear that you have experienced issues regarding the delivery and collection of your order. This is certainly not the standard we expect from our courier, Yodel. Thank you so much for flagging this to us, we will be sure to take your comments on board and feed these back. Please do not hesitate to contact our customer service team directly on ITL_contact@itluggage.co.uk should you require any further assistance. Many thanks

Posted 1 week ago

“Stitching on the corners has come undone already. Only used once. Really disappointed as previous IT suitcases I’ve had Were good quality.”

Posted 1 week ago

Many thanks for your review. I am so sorry to hear that you are experiencing issues with your itLuggage. 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 1 week ago

“Was sent the wrong size luggage and not offered any resolution so had to return for refund which I have been waiting for over a week and nothing refunded yet. Can't call anyone and responses are delayed. Overall absolute rubbish service and this was the first and will be the last time I purchase from here.”

Posted 1 week ago

Many thanks for your review. I am sorry to hear that you received the incorrect item. I have had a little look into this for you and can see that unfortunately, we would not have been able to re-deliver the cases in the time frame desired and therefore, a full refund was offered and accepted. Your collection was scheduled to take place on 09/04 and on the basis that this was completed successfully, you can expect to receive your refund within 10 days from this point, therefore, your refund should be processed by 19/04 - you will be notified once this has occurred. We do operate exclusively via email and I can see that we have not received any further emails from yourself since the collection, however, if you do require any further assistance at all please do not hesitate to get back in touch with our customer service team. Many thanks

Posted 1 week ago

“I love this luggage but the first one I got was too big and so I requested a return. I paid for the next size and received it but after several emails nobody has collected this first suitcase nor have I been refunded.”

Posted 1 week ago

Hi Breege, many thanks for your review. I am sorry to hear you are experiencing issues regarding your return. I have had a little look into this for you and can see that our emails regarding your collection have been bouncing back from the email address provided by yourself and therefore, are not being delivered. Your collection has been arranged and I have now resent this email for you. Please do not hesitate to get back in touch if this is still not received through. Many thanks

Posted 1 week ago

“One of my zip came off so I have not been able to lock the suitcase. I am trying to see if It can please fix the zip as it not even 30 days since I purchased the suitcase.”

Posted 2 weeks ago

Hi Lourdes, many thanks for your review. I am so sorry to hear that you are experiencing issues with your itLuggage. 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 2 weeks ago

“The luggage has arrived and looks like ex display as lots of scuffs”

Posted 3 weeks ago

Hi Victoria, many thanks for your review. I am sorry to hear that you are not 100% satisfied with your items. 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 weeks ago

“Was not delivered. I was not in I have emailed twice to arrange re delivery. Please contact me by email”

Posted 3 weeks ago

Hi Caroline, many thanks for your review. I have had a little look into this for you and can see that a member of the team has responded to your emails on both 02/04 and 04/04. Unfortunately, Yodel are unable to redeliver your parcel and have returned this to their depot. Please kindly advise back via the email chain and we can then look into the next steps for you. Please be sure to check junk/spam inboxes in case that is where the emails are ending up. Many thanks

Posted 3 weeks ago

“Suitcase nowhere to be found, I take It didn’t deliver and now I’m not being notified of anything. I’m just here guessing what will happen as I’ve not received any updates whatsoever it’s been a week and a half”

Posted 4 weeks ago

Hi Nazreen, many thanks for your review. Please accept my sincere apologies that you have not yet received your items. I have had a little look into this for you and can see via the tracking that your order has been returned to sender due to the delivery attempt being refused under the terms of 'goods not ordered'. Please kindly contact our customer service team directly on ITL_contact@itluggage.co.uk and we can then get your refund processed in order for you to re-order the items if you wish. Many thanks

Posted 3 weeks ago

“I bought a brand new suitcase from IT that arrived with damage and scuffs. I've now emailed three times this week (with attached photos) requesting a partial refund, as this suitcase is now out of stock, and have received no response. Although I love the suitcase, the customer service I've received has been atrocious! Not only is it extremely poor that a company would sell this at full price knowing it's damaged, but to then ignore customers is appalling.”

Posted 4 weeks ago

Hi Madeline, many thanks for your review. Please accept my sincere apologies that your case arrived with damage/faults. Please be aware that we do work from oldest to newest through the inbox, so with each new email received this will take the email chain back up to newer received emails, and our office has also been closed over the Easter bank holiday weekend, which may be the reasoning for a delayed response. I can only apologise for this. However, I have flagged this to the relevant colleague to push through this morning for you, please refer back to the email chain for updates. Many thanks

Posted 3 weeks ago

“Came with marks on it. Extremely poor customer service. I told them I will be travelling soon which is why either send me suitcases (without the marks) or give me the refund. On purpose they took so long to reply & told me if I use the suitcase before/if issue the refund, they won’t do anything to help. And now I am stuck with these horrible suitcases with severe marks on them. Extremely poor customer. I would highly recommend to stay away from them if you need peace of mind. I should have read other comments before ordering a damaged product from them 3 of them are faulty. The customer service is useless & unhelpful.”

Posted 4 weeks ago

Many thanks for your review. Please accept my sincere apologies that your cases have arrived with damage/faults. I have had a little look into this for you and can see that we are awaiting images of the faults on each of the cases via email. As stated via the email chain, we are happy to offer a full or partial refund, however, we will require images of each suitcase and it's damage before they are used in order to prove that they have arrived damaged. Please kindly advise where it has been mentioned that no refund/partial refund will be provided as I cannot see this stated within the email chain correspondence? Regarding the response time, please be aware that we do work from oldest to newest through the inbox, however, I can see that you have received a response from ourselves within 48hrs of each email being received. Please kindly provide the images as requested of the damage to the suitcases received and we would then be happy to proceed with the partial refund offer. Many thanks

Posted 3 weeks ago

“Terrible, ordered and paid for 2 suit cases and only 1 has arrived. Chased for the missing one to be told they'll chase the courier and still heard nothing back.”

Posted 4 weeks ago

Hi James, many thanks for your review. I am sorry to hear that you have not yet received your full order. I have had a little look into this for you and can see that a member of the team is investigating this for you with our courier Yodel. Our offices have been closed over the bank holiday weekend which may be why you have not received an update as of yet, however, I have flagged this to the relevant colleague for you to update asap via the email chain as soon as an update has been received from Yodel. Many thanks

Posted 3 weeks ago

“I ordered 2 bags for my children, one arrived faulty. This was collected and I was advised that I would be receiving a replacement, I have been chasing for my replacement and nothing! We are going away and I currently have an upset little girl as we haven't received our replacement. Customer service at itluggage is not great!”

Posted 1 month ago

Hi Sapna, many thanks for your review. I have had a little look into this for you and can see that the customer service team have been in communication with yourself yesterday and today via email confirming that your replacement has been ordered from the warehouse and advising that tracking will be provided asap. 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 1 month ago

“I wish I could give no star as I was sent a wrong item and the communication was really poor.”

Posted 1 month ago

Hi Purnim, many thanks for your review. I am sorry to hear about the mix up regarding your order. However, I can see that you are in correspondence with the customer service team via email where they have advised that your replacements have been dispatched as of 18/03. Please kindly refer back to the email chain for tracking information. Many thanks

Posted 1 month ago

“I looked into getting a new suitcase around 3/4 days before leaving which would have been plenty of time if this suitcase came the next day like I paid for and when it had been picked up it had been the size I ordered. Yodel say my address wasn’t even keyed correctly by IT luggage and it’s a common issue and so I’m glad I took things in my own hands and went to the depot. I contacted customer service on the day it was meant to be delivered who assured me it was on its way when it wasn’t and I was told nothing about the lack of address information.”

Posted 1 month ago

Hi Elizabeth, many thanks for your review. I am sorry to hear about the issues you experienced regarding your delivery. I have had a little look into this for you and can confirm that your correct address was provided to Yodel as per what was inputted by yourself on the order through Shopify, I can send a screenshot of this via email if required. Regarding the case being the incorrect size, I can only apologise for this. I can see that a member of the team has arranged for collection of this for you, once this has occurred you can expect to receive your full refund within 10 working days. However, if you require any further assistance at all, please do not hesitate to get back in touch via the email chain and we would be happy to assist. Many thanks

Posted 1 month ago

“Ordered a large case, medium size arrived. Asked to return it, still waiting on when it will be collected and when they will dispatch the correct size. Disappointing service. Going on holiday in 2 weeks so will have to purchase elsewhere.”

Posted 1 month ago

Many thanks for your review. I am sorry to hear that you are having difficulty arranging collection. We do work form oldest to newest regarding the inbox which may be why there has been a delay in response. However, I can see that a member of the customer service team has responded this morning with the date and tracking number for your collection. Please do not hesitate to get back in touch via the email chain if you require any further assistance at all. Many thanks

Posted 1 month ago

“Awful customer service. I need to return the suitcase and am getting no response from the customer services team.”

Posted 1 month ago

Hi Kate, many thanks for your message. I am sorry to hear that you are having difficulty arranging a collection. I have had a little look into this for you and we do not seem to have received a response from yourself to our email dated 15/03, and then sent again on 19/03. Please could you kindly resend your response and we can then get your collection arranged? Many thanks

Posted 1 month ago

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IT LUGGAGE is rated 4.3 based on 3,065 reviews