IT LUGGAGE Reviews

Name: IT LUGGAGE
Rating: 4.29

4.3 Rating 4,032 Reviews

81 %

of reviewers recommend IT LUGGAGE

4.3

Based on 4,032 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

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 26th October 2024

253

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 bought an IT bag on my last trip to UK 4 yrs ago which I absolutely loved (and still in good condition till date). I went for the company this time but my bag is damaged on the very first trip so yes definitely quality has gone down (while the price went up 50%).”

Helpful Report

Posted 2 years ago

“I have ordered one week ago with next time delivery. But nobody call my doors, it always has been delayed, i haven't received my parcel yet even after one week ago. It has been so annoying, i am going to abroad but still don't have a luggage. It was so bad service.”

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Posted 2 years ago

“The suitcases were very nice but our medium sized one had a wheel break on our first trip away. I then sent both a warranty application note and then the following week a general customers services enquiry to have this issue rectified. Both times I received an automated response saying customer services would respond within 24 hours but then never heard back.”

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Posted 2 years ago

“I can’t review an item I’ve never received, can I? I spoke to Yodel, an unreliable carrier you choose to work with, and they eventually advised me to refer to you, even though they never provided any proof of receipt or delivery I requested. I’ve also emailed IT LUGGAGE a few times since the suitcase was supposed to arrive. No answers. I paid for a next-day delivery, by the way. I don’t know why you use Yodel when their delivery policy regarding signature and safe place doesn’t comply with yours. Being a luggage company, shouldn’t your service be more sensitive to how time-consuming, stressful, and costly it can be when something essential to a trip is lost? Your customer service so far has proven sloppy and inefficient. I don’t have the suitcase I ordered from you. I want my money back.”

Helpful Report

Posted 2 years ago

Hi Amitha, apologies to see you have experienced issues with your delivery. Our website states 'Orders placed after 3pm on a Friday or over a weekend, will be despatched on the next working day and delivered the following day.' I am sorry for any inconvenience this has caused.

Posted 2 years ago

“I used my suitcase once and the handle has completely snapped off”

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Posted 2 years ago

“I’d love to rate the luggage, but unfortunately, it is yet to arrive. Apparently it reached my local depot on 04/08/22 after placing the order on 03/08/22. I have been in touch with Yodel today, and they have given me 48 hours before contacting IT again so you can sort it in some way?! I’m going away next week and ordered this suitcase for then. It’s not looking good!”

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Posted 2 years ago

“Bought a suitcase and it arrived with a broken handle mechanism. It took a week of me emailing and sending evidence despite the fact it was broken I took it out the box. I was not offered any compensation”

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Posted 2 years ago

“Been done stop Pushing for More”

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Posted 2 years ago

“So disappointed! Bought 2 suitcases, one seems ok so far but the other one handle won’t slide back in!”

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Posted 2 years ago

“I'm extremely disappointed in the IT "tough" luggage I purchased recently. After only 1 trip abroad, the case is clearly not as robust as one would hope; a large, permanent crease has developed between dropping and picking up my luggage. I know, from reading FAQ, that there is no chance of a refund so guess that it is what it is... I'm just a bit miffed because I specifically bought this case in the hope it would last a few trips at least...but am now paranoid to use it or even return home in a few weeks. I won't be buying from IT again as I find the product description to be misleading. I've had other luggage, cheaper than this one, which have been to and from the same destination multiple times with little to no aesthetic/functional damage.”

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Posted 2 years ago

“I bought a IT luggage and set off from Huddersfield to Liverpool by train. When some gentlemen helped me to get the heavy luggage on board, a wheel got stuck and fell off to the rail. I managed to get it to the hotel when I got to Liverpool. The IT customer service told me to get back to the store in Huddersfield where I had bought the luggage so they might offer an inspection into the case, but I couldn't spare the time to do so or risk my journey with a heavy and broken luggage. I had to buy another luggage instead. I guess many couldn't make it to access to the warranty promise in similar situations.”

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Posted 2 years ago

“The worse company ever they are thieves!!!!! I ordered a suitcase over 3 weeks ago and it still at the depot there has been no update I have made several enquiries and haven’t received anything as of yet. No response. No communication. Do not order from here !!!! And still have the cheek to ask me to write a review of my recent purchase. I haven’t received my order. Send me a refund or my item !!!”

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Posted 2 years ago

“I’m disgusted by the service I have received and for many reasons. The main one being that upon returning my case via Yodel collection on the 5/07, I’ve heard nothing. Given that it was an expensive purchase I expected better and to be informed when my product had been returned and the money would be returned into my bank account. Expect better!”

Helpful Report

Posted 2 years ago

Hi, I am sorry to hear the length of time it has taken for your return to be processed. Our Customer Service Process is currently under review to improve process speed and serve our customers more efficiently. Sadly, I am afraid we cannot recognise you from the review - We are available between 9am-5pm on our social media channels (Facebook & Instagram ‘itluggage’) if you would like to send your details across via direct message for a member of the team to investigate this for you. Again, we apologise for the delay, and we are working through emails as quickly as possible. Your feedback is appreciated and will be used to help improve our efforts.

Posted 2 years ago

“Very poor customer service. We ordered a kids suitcase and paid extra for delivery. We still have not received it. Customer service has not been hpfula nf have neither received the item nor got a refund. I will never ever use their srrvice again.”

Helpful Report

Posted 2 years ago

Hey Savi, I am sorry to hear the length of time it has taken for your order to be processed. Our Customer Service Process is currently under review to improve process speed and serve our customers more efficiently. Sadly, I am afraid we cannot recognise you from the review - Please can you email customerservice@itluggage.co.uk and please flag in the title REF: Reviews.io so we can marry the information together and try and get this sorted for you. We are also available between 9am-5pm on our social media channels (Facebook & Instagram) if you would like to send your details across via direct message for a member of the team to investigate this for you. Again, we apologise for the delay, and we are working through emails as quickly as possible. Your feedback is appreciated and will be used to help improve our efforts.

Posted 2 years ago

“One bag arrived scuffed - over a week gone and no reply from IT , mid trip the pull up handle stoped lifting (stuck down) so it made manoeuvring the bag difficult.”

Helpful Report

Posted 2 years ago

Hey! We are very sorry to hear that your case has been damaged, our Customer Service Process is currently under review to improve process speed and serve our customers more efficiently. Sadly, I am afraid we cannot recognise you from the review and cannot match your details to our system - We are available between 9am-5pm on our social media channels (Facebook & Instagram 'itluggage') if you would like to send your details across via direct message for a member of the team to investigate this for you. Again, we apologise for the delay, and we are working through emails as quickly as possible. Your feedback is appreciated and will be used to help improve our efforts.

Posted 2 years ago

“I bought a new suitcase from IT just before going on my first post-COVID holiday abroad. When I picked up my bag after the return flight, the mechanism of the retractable handle was broken. I know baggage handling is tough on luggage, but a suitcase should last longer than one short-haul holiday. I have contacted IT about this several times but received no reply. Very poor.”

Helpful Report

Posted 2 years ago

Hi, I am sorry to hear the length of time it has taken for your warranty claim to be processed. Our Customer Service Process is currently under review to improve process speed and serve our customers more efficiently. Sadly, I am afraid we cannot recognise you from the review and cannot match your details to our system - Please can you email customerservice@itluggage.co.uk and please flag in the title REF: Trustpilot so we can marry the information together and try and get this sorted for you. We are also available between 9am-5pm on our social media channels (Facebook & Instagram) if you would like to send your details across via direct message for a member of the team to investigate this for you. Again, we apologise for the delay, and we are working through claims as quickly as possible. Your feedback is appreciated and will be used to help improve our efforts.

Posted 2 years ago

“I have contacted them over a week ago as I can’t apply the lock on the suitcase because the entire manual is in Spanish. I haven’t received a reply. Now I have to buy locks when I specifically bought the suitcase for the lock it had.”

Helpful Report

Posted 2 years ago

Hi we are very sorry about this. Please can you email customerservice@itluggage.co.uk and please flag in the title REF: Reviews.io so we can marry the information together and try and get this sorted for you. We are also available between 9am-5pm on our social media channels (Facebook & Instagram) if you would like to send your details across via direct message for a member of the team to investigate this for you. We would like to apologise, we are experiencing a high volume of emails at the moment and are working through them as quickly as we can. Thank you

Posted 2 years ago

“You have not yet delivered my item despite claiming to have done so and I am having to chase your customer service department for an update. Extremely poor experience which needs to be resolved ASAP.”

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Posted 2 years ago

“I tried to contact regarding instructions being in a foreign language and not being able to change combination due to not receiving a key.”

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Posted 2 years ago

“Don't know as not been delivered”

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Posted 2 years ago

IT LUGGAGE is rated 4.3 based on 4,032 reviews