IT LUGGAGE Reviews

Name: IT LUGGAGE
Rating: 4.29

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

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

“Really disappinted of how long it took for a reply via email. I have an email thread of me chasing the the company for a refund collection. Also disapointed that you have to pay a delivery fee for a £90 order and then a refund fee. I am going to buy another IT luggage anyway from a third party store- I don't see them charging delivery. The company doesn't have a number to contact so I had to send emails and them fill another online form for the customer service team to wake up. Just based on this I will never shop at your website ever again. I am waiting for the collection driver to take item but still no text has been given by them to give me a 2 hour time slot for collection. I think customers need to know this.”

Helpful Report

Posted 9 months ago

HI Fowzia, I am sorry to hear to hear there has been issues . I can see collection is booked for today. If there are further issues please get back with the team and they will get this sorted for you. Many thanks

Posted 9 months ago

“I recieved faulty goods, submitted a return and im still waiting for cobfirmation of whether a replacement is being sent. Ive had to email back to back wait for collection before a replacement can be despatched. From start to end service has been so unsatisfying! I dont know if i will ever get a replacement or if ontime for my flight! I submited all the evidence but nothing.”

Helpful Report

Posted 9 months ago

HI Natalie, I can see the team have collected your case and a replacement has been requested . Please see email sent this morning . If there is anything else the team can help you with please get in touch Many thanks

Posted 9 months ago

“I received the suitcase on Tuesday afternoon I had ordered direct from IT. I immediately opened the box to find the handle on the suitcase is broken. I immediately contacted customer services and I have not heard anything since. There is no instructions on how to return the faulty suitcase and I would like a replacement but I am now thinking I would rather buy a different brand as I am not impressed with customer services. I have added a photo of the suitcase”

Helpful Report

Posted 9 months ago

Hi Avril , I am sorry to hear this . I can see the team have advised they emailed back 10/01 and awaiting your response. If there is anything further we can assist you with please get in touch. Many thanks

Posted 9 months ago

“Not been delivered”

Helpful Report

Posted 9 months ago

HI Joan, If you could get in touch with us so we can contact the delivery company we can assist you with this! ITL_contact@itluggage.co.uk Many Thanks

Posted 9 months ago

“Large case has a zip problem can't get intouch with supplier”

Helpful Report

Posted 9 months ago

HI Mel, you can get in contact with us on email and we can help you :) ITL_contact@itluggage.co.uk Many Thanks

Posted 9 months ago

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

Helpful Report

Posted 9 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 9 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.”

Helpful Report

Posted 9 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 9 months ago

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

Helpful Report

Posted 9 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 9 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”

Helpful Report

Posted 9 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 9 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.”

Helpful Report

Posted 9 months ago

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

Posted 9 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.”

Helpful Report

Posted 10 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 9 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.”

Helpful Report

Posted 10 months ago

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

Posted 9 months ago

“Never got parcel, slow response to enquiries”

Helpful Report

Posted 10 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 10 months ago

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

Helpful Report

Posted 10 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 10 months ago

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

Helpful Report

Posted 10 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 10 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.”

Helpful Report

Posted 10 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 10 months ago

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

Helpful Report

Posted 10 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 10 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!!”

Helpful Report

Posted 10 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 10 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”

Helpful Report

Posted 10 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 10 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.”

Helpful Report

Posted 10 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 10 months ago

IT LUGGAGE is rated 4.3 based on 4,026 reviews