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

“One of the wheel sets broke off on its first trip”

Helpful Report

Posted 1 year ago

Hi Michael, we are so sorry to see this. Please kindly contact the customer service team for them to review this futher for you

Posted 1 year ago

“Well I still haven’t found my luggage and am still asking around my neighbours but unfortunately one is away so can’t double check yet. Amazing I have to hunt for my luggage after I paid for delivery and apparently it got left on my doorstep by your courier firm really bad service and follow ups is me asking around to find the product before I can report stolen. How can you call that service????”

Helpful Report

Posted 1 year ago

Hi Andrew, we are ever so sorry about this. We can see that the team have asked if you could kindly check with your neighbours, in case this was delivered to them, and if they do not have this, they require a form to be filled out by the customer. They will of course proceed further for you once they have this. Thank you so much!

Posted 1 year ago

“Ordered a 3 Piece Hardshell Set in Olive Green, they sent a single soft suitcase in bright pink 🫠 Wouldn't send my replacement until the wrongly delivered item was collected, the driver failed to collect the suitcase, so I had to order another one paying extra for next day delivery (in order to get it on time), low and behold, the same driver, presumably, decided not to deliver the second order. So now I've paid for 6 individual suitcases (2 sets of 3) but have just 1 in neon pink.”

Helpful Report

Posted 1 year ago

Hi, we are so sorry to hear this. We hope the team have dealt with this for you now swiftly!

Posted 1 year ago

“I have tried to get in touch but my emails have gone unanswered”

Helpful Report

Posted 1 year ago

Hi, we can see that the team emailed you on the 22nd August in response to your email. We will re-send this email to you now. Please check your junk/spam mail as this may have ended up in there!

Posted 1 year ago

“Damaged on the first trip using the luggage”

Helpful Report

Posted 1 year ago

Hi, we are so sorry about this. Please kindly contact the customer service team and they will be able to review this for you!

Posted 1 year ago

“I ordered a medium sized case on 29th September. It was too small so I wanted to return it. I messaged on Monday 2nd October to arrange a return and I’m still waiting for the case to be picked up and my refund to be processed. a full week later. Not impressed at all and certainly won’t purchase from IT again. It’s a shame because I like their luggage - customer service is hopeless.”

Helpful Report

Posted 1 year ago

Hi Maureen, I am so sorry about this. I can confirm the team emailed you on the 6th October with the returns label to process the return for you. Please kindly check your junk/spam mail for this email

Posted 1 year ago

“I am unable to set the lock on the case. The reset button which should"click" when depressed with a biro or pencil fails to do so. I have checked online and I am doing it correctly.”

Helpful Report

Posted 1 year ago

Hi Philip, I am so sorry about this. Please kindly contact the customer service team via the contact page on our website, and they will be able to assist you further with this!

Posted 1 year ago

“Unfortunately after just one use (2hr flight) the suitcase did not stand up to expectations. I bought for a big trip next year but now concerned about using it. I have contacted IT but again very disappointed as they haven't bothered to reply. Don't like giving bad reviews but left with alternative. Choose another supplier - they might at least reply if you have an issue.”

Helpful Report

Posted 1 year ago

Hi, we are so sorry to see this. We have checked our system and we sadly have not received any emails from yourself. Please could you kindly re-send this to us so that we can assist you further.

Posted 1 year ago

“I received the damaged luggage and emailed it to Customer care but I have not heard anything yet its been 2 weeks .”

Helpful Report

Posted 1 year ago

Hi Paramjit, I am so sorry about this. I can see the team emailed you on the 20th September in response to your email. Please kindly check your junk mail as this may have ended up in there. We look forward to hearing from you.

Posted 1 year ago

“I ordered for next day delivery on 11th September 2023 and I STILL HAVE NOT recieved my luggage!!! (19-09-23)”

Helpful Report

Posted 1 year ago

Hi Dionne, We are sorry to here about this. Please contact our customer services team via ITL_contact@itluggage.co.uk and a member of our team will assist you with this issue.

Posted 1 year ago

“I noticed my case was faulty upon trying to use this on my holiday, I reported this straight away. The wheels are flimsy and do not wheel in a straight line which causes resistance on the ground. The suit case essentially doesn’t move. This was 3 days over the return policy period and I am now having trouble with the customer service team to rectify the faulty item. First time I have used IT luggage and will definitely be the last.”

Helpful Report

Posted 1 year ago

Hi Megan, We are sorry to hear that you have been experiencing issues with your case. A member of our customer services team will be in contact shortly to further resolve the issue.

Posted 1 year ago

“Really poor, slow customer service. My packages got refused delivery at address I requested and I could not get a straight answer from IT or Yodel. My cases then got sent back to IT even after me requesting a new delivery address from both IT and Yodel. . Would think twice about ordering from them again 😞”

Helpful Report

Posted 1 year ago

Hi Sue, We are sorry to hear that this has been your experience. Please accept our apologies for this. We will speak to Yodel to ensure that this does not happen again.

Posted 1 year ago

“i am trying to return my order, i got response from your side after 3 emails, then i choose the time of collection on 7th thursday or/ and 8th friday. i didnt get response yet. i am very unhappy with this service.”

Helpful Report

Posted 1 year ago

Hi Rajesh, I am sorry about this. The team had contacted you on a couple of occasions but the email may have ended up in your junk. I will have the team look into this today for you!

Posted 1 year ago

“A week later and I still have not received my order. I flew out today so it's to late now.”

Helpful Report

Posted 1 year ago

Hi Neil, We are sorry to hear about this. A member of our customer services team will be in contact with you shortly.

Posted 1 year ago

“Poor quality and TSA lock broken .Customer service very poor .Customer service have to be contacted via email. They will not assist me with the lock or my return in the way I need them to”

Helpful Report

Posted 1 year ago

Hi Carol, I am sorry to hear this. A member of our customer services team will be in contact with you to try and resolve this issue.

Posted 1 year ago

“Used once and luggage handle will not extend,not happy with my purchase at all!”

Helpful Report

Posted 1 year ago

Hi Rosie, We are sorry to hear that you have been experiencing problems with you luggage. Please do not hesitate to get in contact with us via ITL_contact@itluggage.co.uk and a member of our customer services team will be able to assist you further.

Posted 1 year ago

“Bad quality arrived damaged”

Helpful Report

Posted 1 year ago

Hi Souhaila, I am sorry to hear that this has happened. Please submit a claims form to our customer services team so that we may be able to assist you with this.

Posted 1 year ago

“I didn't notice that it doesn't have luck system Regrate buying this product”

Helpful Report

Posted 1 year ago

Hi Smita, We are sorry to hear that you are not happy with your purchase. If you have purchased your case within the last 28 days you can return it to us and purchase one with a TSA lock.

Posted 1 year ago

“Faulty case which I still haven’t been able to return. Endless, pointless emails which haven’t given me the information I need to send it back and get a refund. Rubbish customer service.”

Helpful Report

Posted 1 year ago

Good afternoon, We are sorry to hear that you are experiencing trouble with retuning one of our items. Please contact us using this email: ITL_contact@itluggage.co.uk and we will work on resolving the issue for you.

Posted 1 year ago

“Your products are very good but customer service is poor. You are not contactable by phone only by email which has a built in delay. I was sent the wrong product and a collection was arranged. I was told a replacement would be sent but you neglected to say when. I then discovered that the product originally ordered was out of stock and would not becoming any time soon. I therefore decided to keep what had been delivered because I now have little faith in your customer service.”

Helpful Report

Posted 1 year ago

Hi Glenys, We are so sorry to hear about your experience. However, our website does say subject to availability and that we cannot guarantee a replacement case that's like for like. I can see that the team have offered you some alternative options. Please do get in contact again if you wish to resolve this.

Posted 1 year ago

IT LUGGAGE is rated 4.3 based on 4,026 reviews