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

“Delivery of this item was apparently attempted 3 times. I haven’t received 1 card to say a delivery was attempted. I also tried to say leave with a neighbour as I live above a shop but the yodel app wouldn’t let me add delivery instructions. Haven’t seen the item I ordered yet and I now have to drive 20 miles to pick it up! Use a different delivery service!”

Helpful Report

Posted 11 months ago

We are so sorry, please email the team regarding this if you have not already

Posted 11 months ago

“IT Luggage sent me the wrong order, then argued with me for more days that they didn't make a mistake, I WAS CONFUSED! Truly the absolute worst customer service experience I have had in my many decades of shopping. You might read a few bad reviews as I did, and think it won't happen to you - Wrong! What happens if they make a mistake - then you're stuck in the same roundabout of ridiculous emails I have had the displeasure of experiencing. The suitcases are nice, but they're not worth that! Today I will initiate a credit card dispute to end all communications with this company and its dreadful support staff.”

Helpful Report

Posted 11 months ago

Hi Linda, I am sorry about this. I can see that the team are trying to explain this issue for you, but there seems to be confusion. Please kindly get in contact with the team so that they can explain this again for you to clear this up!

Posted 11 months ago

“Very poor customer service. Delivery address error should be easily changed either by the customer or customer services. Didn't receive the product as it was delivered to the incorrect address of which you were notified of immediately!”

Helpful Report

Posted 11 months ago

Hi Mr R D Baker, we are ever so sorry about this. Please kindly contact the team regarding this issue for further assistance if required.

Posted 11 months ago

“Very nice suitcase however I just got to the airport and the handle won’t come up so it’s already broken before first use.”

Helpful Report

Posted 11 months ago

Hi Millie, we are so sorry about this. Please kindly contact the customer service team if you have not already, and they will be able to assist you further with this!

Posted 11 months ago

“Sorry I can’t write a positive review of my purchased suitcase because Yodel still haven’t delivered it yet. It was due to be delivered on 24 October and it’s now 30 October. I did contact them to rearrange delivery for 27 October and then again on 30 October but it’s not arrived yet.”

Helpful Report

Posted 1 year ago

Hi, we are ever so sorry about this. Please kindly email the customer service team for further assistance with this if you have not already.

Posted 1 year ago

“Ordered an item over a week ago, yodel stated they tried to deliver it but they didn’t. Contacted you directly and consistently kept getting fobbed off by saying you will message yodel. So I am still out of pocket and still don’t have my item”

Helpful Report

Posted 1 year ago

Hi Kelly, we are so sorry about this. Sadly, Yodel advised that they attempted delivery a couple of times but no one was in to take delivery. We can see a return back to sender has now been processed so that we can process a full refund as you wish. We do apologise about this.

Posted 1 year ago

“Parcel not delivered in spite of related followup. Kindly refund by today”

Helpful Report

Posted 1 year ago

Hi Sri, we are so sorry about this. The team have looked into this for you and have provided an update on this.

Posted 1 year ago

“I’m not very happy with these cases. I’ve always had your cases and thought I’d upgrade to the hard shell ones with built in lock system. However we arrived at our destination and one case the hook on the end of the zip which goes into the lock has snapped and also the tread / stitching around the material of the zip has come undone. On return this has happened to another of the cases and all the stitching is coming undone.”

Helpful Report

Posted 1 year ago

Hi Chauntell, we are so sorry about this. Please kindly contact the customer service team if you have not already, and we will look into this for you.

Posted 1 year ago

“Ordered a £70 suitcase and IT's chosen courier (Yodel) delivered it to an unsecured area of my building, from where it was stolen. Yodel simply advised me to contact IT Luggage which I did, and so far it's been a week with no response after two chasers. No customer service line obviously from their website, only an online web enquiry form to complete. Confirmation of receipt of that enquiry form offered no timeline for when I can hear back or expect a resolution (it was a sent a week ago)”

Helpful Report

Posted 1 year ago

Hi Gavin, I am so sorry about this. I can see the team emailed you on the 17th October in response to your claim.

Posted 1 year ago

“One case came with a broken locking mechanism, this was back in May 2023. It's now 23rd October 2023 finally received a new lock last week, which is incorrect for the case, it's too large. So now finally they have agreed to collect the case. Customer service is awful and I won't be buy another case from them.”

Helpful Report

Posted 1 year ago

Hi, we are so sorry to hear this. The team will get back to you regarding this!

Posted 1 year ago

“I didn't use it because arrived late although I paid for next day delivery.”

Helpful Report

Posted 1 year ago

Hi Faiza, we are so sorry about this. If you have not already, please get in contact with the customer service team for assistance with this

Posted 1 year ago

“I finally got to use my suitcase and to my horror found it damaged when it arrived in my holiday destination. Was difficult to get to taxi with damaged box and had to get another bag on my return. I have messaged for a claim and still waiting for a response as would like a refund or replacement.”

Helpful Report

Posted 1 year ago

Hi Victoria, we are sorry to see this. The team emailed you on Monday 16th October in response to your claims form. We will re-send this email to you now!

Posted 1 year ago

“Ordered a suitcase and the completely wrong one came and they refused to send me my actual suitcase until the wrong one is returned. This messed up my weekend away as I was waiting for this suitcase.”

Helpful Report

Posted 1 year ago

Hi Tonesha, we are so sorry to hear this. Please kindly contact the customer service team so that they can assist you further with this.

Posted 1 year ago

“Very poor customer service. My luggage was sent for delivery but never showed up. On checking IT customer service, I was informed that the delivery company, Yodel, had stopped and returned the delivery for some reason. IT then automatically refunded but didn’t offer to even send another case out. No explanation or support provided. I’m very disappointed and annoyed!”

Helpful Report

Posted 1 year ago

Hi Nicola, we are so sorry to hear this. I can confirm that this is the process that we follow in terms of this, but do apologise that this was not clearly stated to you.

Posted 1 year ago

“Very sorry to say but my lovely new suitcase bewitching broke on the first use. One of the pull up handles broke / snapped So I am waiting to see what happens next as I know the cases have a 10 year guarantee so I shall be able to report back once this is resolved”

Helpful Report

Posted 1 year ago

Hi Victoria, we are ever so sorry about this. I can see the team have been in contact with you regarding this issue. We hope we can resolve this for you!

Posted 1 year ago

“My purchase wasn’t delivered until now. I been home every day. I have my trip booked next week and if is not delivered i will cancel the purchase. Please help me because I can’t contact the yodel. Many thanks Paula Lopes”

Helpful Report

Posted 1 year ago

Hi Paula, we are so sorry to hear this. We can see the team have got back to you regarding this issue.

Posted 1 year ago

“Only bought our cases 1 week ago and the handle on 1 of them is broken. The extending part of handle does not stay in place. I’ve had to tape it in the in position as it keeps falling out.”

Helpful Report

Posted 1 year ago

Hi Graeme, we are so sorry to hear this. If you have not already, please kindly email the customer service team on ITL_contact@itluggage.co.uk for further assistance with this!

Posted 1 year ago

“I received a damaged suitcase! Contact is very poor. Waiting a week for answer my query!”

Helpful Report

Posted 1 year ago

Hi, we are so sorry to hear this. I can see the team emailed you on the 9th October in response to your form you had filled in online. I will re-send this email to you now!

Posted 1 year ago

“Not delivered yet”

Helpful Report

Posted 1 year ago

Hi Naresh, we are so sorry to hear this. Please kindly email us on ITL_Contact@itluggage.co.uk so that the team can assist you further with this!

Posted 1 year ago

“I am in the process of returning as the case was damaged when I received it disappointing”

Helpful Report

Posted 1 year ago

Hi Bhavika, we are so sorry to hear this. We hope the team can resolve this for you swiftly!

Posted 1 year ago

IT LUGGAGE is rated 4.3 based on 4,026 reviews