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

“I received my suitcase direct from it but the wheels were mucky and when I complained and explained it was a gift I was told they would have become dirty moving around the factory. I’d expect that if it were on display in a shop but not direct from the company. Then I was told if I wanted to return it I would have va to pay £5 postage hardly fair if the goods aren’t in mint condition but needless to say I won’t purchase from them again. Shame because I’ve bought several of their cases over the years - in fact theirs are va the only cases I’ve bought Customer service poor in my opinion”

Helpful Report

Posted 1 year ago

Hi Jo - Apologies about this. Our suitcase wheels can pick up some dust in our warehouse and we often advise that you use a cloth to remove the dust. If you wish to return this, please let us know!

Posted 1 year ago

“If I could give 0 stars I would !!! Bought this set used only one case ( middle size ) for a trip to Greece . On return both handles had failed . Filled out online form supplied pictures of handle failure , warranty card photo , proof of purchase from it luggage itself only for them to reply saying they cannot replace or refund as it was done in transit and to take it up with either airport or travel insurance . Surely failure of both handles deems them not fit for use, poor quality and it shouldn’t matter if they had been damaged by handlers at one of the two airports how else are they going to pick them up !!! Poor fixtures 2 screws in to plastic that have just pulled out . Absolutely disgusted now have a set with an unusable case . I’ll not be leaving it there !!! Shocking do not buy this set of cases 😡”

Helpful Report

Posted 1 year ago

Hi Barrie, we are sorry to hear this. Sadly, damaged caused by airlines is not covered under our warranty and the claim will need to be made with your airline.

Posted 1 year ago

“Very poor quality so have requested a refund. Still I haven't heard back and it's been a week.”

Helpful Report

Posted 1 year ago

Hey Charlotte, our team emailed you on the 12th June. Pease check your junk mail as it may have ended up there.

Posted 1 year ago

“First order was lost in transit (Yodel - who have caused enough problems themselves) and the second I received the wrong item, sent in a plain, broken box and the cases weren’t even in plastic wrap. Now they can’t do anything to send the correct cases out as they’re out of stock. Hundreds of pounds spent for overall horrific service and I won’t be ordering again.”

Helpful Report

Posted 1 year ago

Hi - We are so sorry that you have encountered this issue with us. I can see that the team are getting this resolved for you now :)

Posted 1 year ago

“Set of suitcases delivered with multiple scratches. Requested refund on same day and have not heard anything back 5 days later. £166 out of pocket at the moment. I hope my delivery fee is refunded.”

Helpful Report

Posted 1 year ago

Hi Salman, I can see that the team are resolving this for you now. Apologies for any inconveniences caused.

Posted 1 year ago

“Really disappointed, had an issue with one of the zippers from the first use. Raise a warranty case (as it comes with 10 years....), a month later and a week away from my next trip....still no answer. Disappointed is an understatement....”

Helpful Report

Posted 1 year ago

Hi - Our team emailed you on the 8th June. Please check your junk mail in case it has landed there :)

Posted 1 year ago

“The zips don’t work on one of the cases in the set. No idea how to return, no return label attached. No one replied to the customer service email address. I’m really exhausted by chasing them.”

Helpful Report

Posted 1 year ago

Hi there - I have got the team to chase this up for you now. Apologies for the delays.

Posted 1 year ago

“Ive had IT luggage before and been pleased but this is the worst suitcase I've ever bought. The zip pulls are at a 90 degree angle to the zip which makes it difficult to pull them. The zip pull on one of the outside pockets came off the first time we used it. The TSA lock broke the second time. We now only have one zip pull to close the suitcase and that closes the suitcase near the bottom which doesn't feel secure at all. However the space inside is good.”

Helpful Report

Posted 1 year ago

Hi Debbie, we are sorry to hear that you have encountered issues with your suitcase. Please contact https://itluggage.com/pages/contact-us should you need further assistance.

Posted 1 year ago

“Great price and quality product however the whole experience was let down by the delivery company used to dispatch the package, I will not be buying anything from your company until you change courier 🚚”

Helpful Report

Posted 1 year ago

Hi Giampiero, we are really sorry that you have encountered issues with the delivery. Please email the team if you need any further assistance.

Posted 1 year ago

“Suitcase arrived with a mark on the front of it. I contacted customer services with a clear photo of it. They offered me 10% discount. The case was useless to give as a gift due to the mark on it now.”

Helpful Report

Posted 1 year ago

Hi Amy - Please accept our apologies for this, I can see that you have accepted the discount for this fault. We are sorry if you are not satisfied with the outcome of this.

Posted 1 year ago

“The product I ordered was different when delivered. I ordered orange wheels and delivered had black wheels”

Helpful Report

Posted 1 year ago

Hi Andrew - We are really sorry about this, there is a notice on this product on our website which states that some of the cases will have different coloured wheels.

Posted 1 year ago

“Absolutely terrible! Case damaged and still waiting on a resolution after 5 days!! Customer service atrocious. Will never purchase from you again.”

Helpful Report

Posted 1 year ago

We are really sorry about this, I can see that the team have applied a discount to your order! Happy travels :)

Posted 1 year ago

“The suitcase arrived was damaged and looked old it shiny like they usually do! Scratched and marked I emailed customer services who asked for photo which I sent have hers nothing. I go away Friday now so will have to buy another suitcase while I get this issue sorted out. I want a refund.”

Helpful Report

Posted 1 year ago

Hi Donna - There is a plastic film over that case which needs to be removed. I can see that the team are dealing with this now for you! Thank you for your patience! :)

Posted 1 year ago

“I have just purchased 2 new soft shell cases and after the first time of use both cases have got rips in the fabric. The quality is poor in comparison to my previous IT suitcase. Very disappointing”

Helpful Report

Posted 1 year ago

Hi Samantha - Please drop our team a message should you need any support with this! https://itluggage.com/pages/contact-us

Posted 1 year ago

“Yodel lost the item and still no replacement received...going on holiday in 7 days so really not ideal”

Helpful Report

Posted 1 year ago

Hi Marc - I can see that the team have sent your replacement out to you. Apologies for any inconveniences caused.

Posted 1 year ago

“I ordered a luggage set which the large was damaged and ask for a replacement which they said they don’t have until June. I ask if it’s was guaranteed and they don’t answer it takes them days just to answer and email it’s been like 3 weeks now and I can still sort out the return of the rest of the luggage’s and I was told that they will discount me money for the collection just because I said I didn’t wanted to wait because they were not answering me.”

Helpful Report

Posted 1 year ago

Hi - Unfortunately sometimes we have to wait on stock to become available before sending it out so we do apologise for the delays in this.

Posted 1 year ago

“Both my mum and I ordered luggage sets and we both received the wrong items.”

Helpful Report

Posted 1 year ago

Hi - We are so sorry about this and for the inconveniences that have been caused. I can see that the team have dealt with your query! :)

Posted 1 year ago

“Not a good customer service.No response on time ,no contact number .please improve your customer service.”

Helpful Report

Posted 1 year ago

Hi, I can see that the wrong address was entered during checkout meaning your order was cancelled. Apologies for any inconveniences caused.

Posted 1 year ago

“Usually have good travel sets”

Helpful Report

Posted 1 year ago

Hi! We are sorry that you are not satisfied with your cases :(

Posted 1 year ago

“Sent the wrong suitcase, when requested the right one from customer service there was no real communication on what the options are, only “send it back”. Which was fine however, after stating that I wasn’t confident that I would receive the item in time for my holiday the representative says “I’ve just checked and it’s out of stock”. So not only have I received the wrong item but I now cannot get the right one in time for my holiday. Furthermore - there was no compensation offered and the whole issue took over a month to rectify”

Helpful Report

Posted 1 year ago

Hi Harry - We are really sorry about this and we have spoken with the team to improve our processes.

Posted 1 year ago

IT LUGGAGE is rated 4.3 based on 4,026 reviews