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

“Luggage is all good. Customer service and returns process is far from perfect. Slow to responding no call centre to speak to anyone who can help in a timely manner. Collection service yodel who offer no time slot for collection just all day collection and don't offer weekend collections. How do you expect customers who work during week 9_5 to return goods, maybe you should have alternative return route to help us out.”

Helpful Report

Posted 7 months ago

Hi Sean, many thanks for your review. I am sorry to hear that you are not 100% satisfied with your experience regarding our collection service, provided by Yodel. We always aim to provide the best service for our customers and I can only apologise that you do not feel that this has been the case with yourself. We are always looking to improve and will be sure to take your comments on board. Many thanks

Posted 7 months ago

“Really not happy with the quality of the bag. The design of the zip is very bad as it gets stuck every single time we open or close the bag. Initially when the bag was delivered the zipper was stuck and wouldnt move at all. Just when I was about to raise a complain my wife managed to make it work - for now atleast. We are really hoping we dont get stuck during our holidays. Wouldnt recommend and probably wouldnt buy again.”

Helpful Report

Posted 7 months ago

Hi Sweta, many thanks for your review. I am sorry to hear that you are not 100% satisfied with your purchase. Please do not hesitate to contact our customer service team regarding an queries, or should any issues arise, and they would be happy to assist. Many thanks

Posted 7 months ago

“Ordered a cabin size case. It arrived in a very flimsy box, which was crushed and torn. Really liked the case. Unfortunately because the box had been squashed, so had the zip and it only opened 2/3 of the way no matter how hard we tried. I sent photos and a video of the problem and a collection was arranged and I requested a replacement, Advising an alternative colour if the original one wasn’t available. Completed the return form, staying I wanted a replacement. Didn't hear another word. Sent an email today and have received a reply advising they’ve issued a refund instead of sending a replacement. So I’ll have to start all over again. Cases are nice, Customer Service not so good if you have a problem.”

Helpful Report

Posted 7 months ago

Hi Helen, many thanks for your review. I am sorry to hear about the confusion regarding your replacement/refund. Unfortunately, a refund was issued due to your original case and your alternate selection currently being out of stock, I can only apologise for this. We hope that a full refund then enables you to order a case of your further selection online if you wish. However, if you require any further assistance at all, please do not hesitate to get back in touch via the email chain and the team would be happy to hep. Many thanks

Posted 7 months ago

“Sent the wrong item, wouldn’t replace until old one collected. 1 week later and it hasn’t been. Sent wrong collection date … very poor all round”

Helpful Report

Posted 8 months ago

Hi George, many thanks for your review. I am sorry to hear that the incorrect case was delivered to yourself. Unfortunately, we do have to collect this case before dispatching a further product, however, I can see that you have instead opted for a refund. Regarding the incorrect collection date, I can see that this was a typo which was correct on the same day, however, I can only apologise that the mistake was made. Following on from this, I can see that your collection has been arranged for today. If you require any further assistance at all, please do not hesitate to get back in touch with our customer service team and they would be happy to assist. Many thanks

Posted 8 months ago

“AVOID THIS SUITCASE. The suitcase zip had broken after the first time I had used it (this was one day after I purchased the suitcase). I contacted IT luggage for a replacement or refund and they said that they were not liable (even though it had only been a week since purchasing the suitcase). They finally agreed to send a replacement zip but had NO instructions on how to replace the zip. Poor customer service. Never buying from here again.”

Helpful Report

Posted 8 months ago

Many thanks for your review. I am sorry to hear about the issues you have experienced with your new luggage. As stated under our warranty policy, if your product was purchased within the last 12 months, the warranty lies with the retailer during this period. Your suitcase, therefore, is to be returned to the store with your proof of purchase. If it is a manufacturing fault, they should be able to provide you with a replacement or refund. However, please kindly contact our customer service team, with 'review' in the subject line so we can easily locate your email, and we would be happy to provide fitting instructions for your replacement zip. Many thanks

Posted 8 months ago

“I feel really annoyed with customer service - I emailed you last Thursday regarding a fault with my case and I have had no response. I would be grateful if you would contact me asap. Carolyn Goodall”

Helpful Report

Posted 8 months ago

Hi Carolyn, many thanks for your review. I have had a little look into this for you and it seems that the first email we have received from yourself was on 27/02 and the team have responded to this. I have re-sent now for you. Please ensure to check junk/spam folders just in case that is where the emails are ending up. Many thanks

Posted 8 months ago

“I purchased two cases one is fine the other is faulty the zip is broke,I've written four times to no avail no wonder there is no phone number to ring .”

Helpful Report

Posted 8 months ago

Hi Valerie, many thanks for you review. I can see that you are in contact with our customer service team via email, who responded this morning regarding your replacement. Please continue to correspond via the email chain and we will aim to resolve your issue as quickly as possible. Many thanks

Posted 8 months ago

“It's been over a week and still no sign of my luggage. They use yodel delivery, which is completely useless. I needed luggage for a last minute trip and thought ordering with two weeks to go would be sufficient but luggage will now not arrive in time.”

Helpful Report

Posted 8 months ago

Hi Amy, many thanks for your review. I am sorry to hear about the issues you are experiencing regarding delivery. Please could you kindly contact our customer service team on ITL_contact@itluggage.co.uk and they would be happy to look into this for you? Many thanks

Posted 8 months ago

“Product arrived damaged. In the process of sending back so can't give review”

Helpful Report

Posted 8 months ago

Hi Paul, many thanks for your review. I am sorry to hear that your product arrived damaged. I can see that the team have arranged a collection for you today in order to help resolve your issue as quickly as possible. However, please do not hesitate to contact our customer service team on ITL_contact@itluggage.co.uk should you require any further assistance at all and we would be happy to help.

Posted 8 months ago

“Package received on time. However, upon delivery we realised we have ordered the wrong chase. We contacted IT luggage regarding the return policy on 09.02.2024 we chased this again on 18.02.2024. We are still awaiting a response”

Helpful Report

Posted 8 months ago

Hi Ciaran, many thanks for your review. I can see that a member of the team responded to your email on 10/02 but we have not yet received any replies from yourself. I have re-sent this now for you. Please ensure to check junk/spam folders in case this is where the emails end up. Many thanks

Posted 8 months ago

“The customer service is non existent and the delivery service even worse. There is no contact number just email, with no reply. The delivery service I paid for was supposedly speedy. They said they attempted 2 deliveries this was not true as someone was waiting.. The company IT luggage needs to get back to customers rather than just take the money leaving people frustrated. Still had no reply from company.”

Helpful Report

Posted 8 months ago

Hi Leslie, many thanks for your review. I can only apologise for the delayed response. I have checked the tracking and can see that your order has now been delivered. However, if you require any further assistance at all, please do not hesitate to contact our customer service team on ITL_contact@itluggage.co.uk Many thanks

Posted 8 months ago

“I love It luggage, unfortunately not the company direct! Had a suitcase delivered which was damaged, took them days to reply which is not ideal and now awaiting a collection date to return the case. Customer service is very slow and have now had to purchase another case as this one was damaged. I want a collection date so I can get refunded for a case that is not fit for purpose. Avoid a direct purchase buy from high street retailer !”

Helpful Report

Posted 8 months ago

Hi Nichola, many thanks for your review. I can only apologise for the delay in response. We always aim to resolve our customers issues/queries as quickly as possible and I am sorry to hear that you do not feel that this is the case with yourself. I will personally arrange your collection and advise back via the email chain this morning for you. Apologies again for the delay.

Posted 8 months ago

“Horrendous service, 1 case arrived damaged, no telephone number and the customer service via e-mail is appalling. Took 3 days to tell me there was no replacement available so I'm having to return a full order of 4 cases. Noone give a damn about customer service...will NEVER use it again”

Helpful Report

Posted 8 months ago

Hi Peter, many thanks for your review. I can only apologise for the delay in response. We always aim to resolve our customers issues/queries as quickly as possible so I am sorry to hear that you do not feel that this is the case with yourself. Please note, if you would like an alternate replacement we can look into this subject to availability. Please let our team know on ITL_contact@itluggage.co.uk. Many thanks

Posted 8 months ago

“Terrible service luggage went missing during delivery, no live chat only message from which takes two days to respond, correspondence very poor and no resolution to sending out new case. Rubbish customer service that takes too long to find an unsuitable solution No care whatsoever”

Helpful Report

Posted 8 months ago

Hi Kathryn, many thanks for your review. I can only apologise for the delay in response. We always aim to resolve our customers issues/queries as quickly as possible so I am sorry to hear that you do not feel that this is the case with yourself. I have flagged this to the relevant member of the customer service team and they will be in touch with you via the email chain asap.

Posted 8 months ago

“I still have not received my new IT LUGGAGE case??”

Helpful Report

Posted 8 months ago

Hi Matthew, many thanks for your review. I am sorry to hear you are experiencing issues regarding your delivery. Please kindly contact our customer service team on ITL_contact@itluggage.co.uk and they would be happy to look into this further for you!

Posted 8 months ago

“The bag SPLIT the first trip I used. It didn’t survive a single day as it split leaving the airport! Absolute con, you get what you pay for in this world”

Helpful Report

Posted 8 months ago

Hi Joshua, many thanks for your review. I am sorry to hear about the issues you experienced with your purchase. Please contact our customer service team on ITL_contact@itluggage.co.uk and they would be happy to look into this for you.

Posted 8 months ago

“Absolutely appalling. Delivered a suitcase damaged. Return took nearly 2 weeks and 2 attempts from Yodel who lied throughout. Then re arranged through DPD which took a further 4 days. Refused to call me to discuss despite multiple requests, refused to offer any compensation or deal with the complaint. They have no phone contact and take a long time to answer via email. AVOID like the plague! Buy in-store if you must have a case from IT LUGGAGE.”

Helpful Report

Posted 8 months ago

Hi Andrew, many thanks for your review. I am sorry to hear about the issues you experienced regarding your collection. We always aim to resolve customers issues as quickly as possible and I can only apologise that you do not feel this was the case with yourself. We will be sure to take your feedback on board. I can see that your suitcase has now been collected and therefore, once the returned goods have been received back into our warehouse, we will process your refund within 10 working days. If you have any queries in the meantime, of course do not hesitate to contact our customer service team on ITL_contact@itluggage.co.uk.

Posted 8 months ago

“Suitcase zips broke on first use and then customer service team are non existent. No contact number available and I’ve now been waiting months without a response to my complaint.”

Helpful Report

Posted 8 months ago

Hi Jack, many thanks for your review. I can see that you first contacted our customer service team on 22/01 and have since received responses from ourselves on 22/01 and 05/02. I have re-sent these now for you, please ensure you also check your junk/spam in case this is where the emails end up. We will await your response to then assist you further. Many thanks.

Posted 8 months ago

“I ordered next day delivery and it arrived too late. I am now trying to return the item and it is proving very difficult. I have followed the returns process but I have had no contact regarding pick up by a courier.”

Helpful Report

Posted 8 months ago

Hi Ann, many thanks for your review. I can only apologise for the delay in sorting your return. I can see that a member of the team has responded this afternoon regarding a convenient day for collection. Please continue to correspond via the email chain and we will aim to resolve your issue as quickly as possible. Many thanks

Posted 8 months ago

“I had to return the suitcase as soon as it arrived. The telescopic handle was broken, the button was stuck so it didn’t come out of its down position. Very disappointed and a nuisance as I had to stay home from work for it to be collected….”

Helpful Report

Posted 8 months ago

Hi Nikki, thank you for your review. I am sorry to hear that you are experiencing issues with your purchase. Please continue to correspond via the email chain and the customer service team will aim to resolve your issue as quickly as possible. Many thanks

Posted 8 months ago

IT LUGGAGE is rated 4.3 based on 4,026 reviews