IT LUGGAGE Reviews

Name: IT LUGGAGE
Rating: 4.29

4.3 Rating 4,027 Reviews

81 %

of reviewers recommend IT LUGGAGE

4.3

Based on 4,027 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

“Way to big to be a cabin bag !! Very disappointing, this is NOT a cabin bag.”

Helpful Report

Posted 1 year ago

Hi Mark, apologies to see that you are disappointed with the size of the case. All of the dimensions for each case are on our website so make sure to double check :)

Posted 1 year ago

“Not very impressed at all I'm gutted first time using it and I'm still on holiday so only used one way at the moment and my brand new case looks like its been to Ukraine big dent and all the it Branding has come off ...its obviously been thrown on the plane but I didn't expect this as I have his baby brother too very upset to say the least. My wife's set I bought her is still perfect.”

Helpful Report

Posted 1 year ago

Hi Grant, we are really sorry about this. Please fill out one of our online contact forms so that the team can assist you :) https://itluggage.com/pages/contact-us

Posted 1 year ago

“Unfortunately I never revived my suitcase as it got “lost in the post” very very disappointed as clearly it did not get lost. I will be ordering again but not from your actual website as clearly the courier you use is not very reliable.”

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Posted 1 year ago

Thank you for your feedback. We will pass this over to the team : )

Posted 1 year ago

“Lovely case, but zipper came off on first use and IT said it was not covered by warranty…”

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Posted 1 year ago

Hi Jen - Our team have accepted this warranty claim and have sent you an email on the 6th March asking for some details in order to proceed. Please check your junk mail so that we can get this resolves ASAP :)

Posted 1 year ago

“I purchased two suitcases from your company, however the suitcases did not look the same when they arrived. Try to contact the company it could only be done via email or speak to some robot on live chat. When the delivery driver finally came to collect parcel he lied and stated the parcel was not ready when the parcel was ready to collect. I had to do the whole thing again of emailing and waiting for an answer, a week later this issue has not yet been resolved. Don’t think I would purchase from it luggage again. Il go back and use tripp company.”

Helpful Report

Posted 1 year ago

Hi Samantha, we apologise on behalf of Yodel for this situation. We appreciate your feedback and this will be shared with the team in order to improve our processes.

Posted 1 year ago

“Didn’t receive luggage as courier alledged we weren’t in for delivery and returned item to company.”

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Posted 1 year ago

HI Melanie, we are really sorry about this and can see that the team have escalated this to management so that this issue can be discussed with the courier.

Posted 1 year ago

“I’ve had Samsonite and Antler luggage for years, decided to try IT Luggage, especially as it’s substantially cheaper than the other mainstream brands. It would appear you get what you pay for. First time of using, a short haul flight, the case cracked by the wheel. In 30 years that’s the first time this has happened to me. It could obviously be bad luck, with heavy handed baggage handlers, but the lightweight nature of the case suggests it’s not. I contacted IT, they were swift to respond, but said their guarantee does not cover this type of damage. Subsequently I threw a week old case in the bin.”

Helpful Report

Posted 1 year ago

Hi Craig, we have reviewed this and can see that the damage was caused by the airline. Sadly, this damage is not covered under our warranty. Our team are happy to help you with your claim with the airline just drop them an email :)

Posted 1 year ago

“A very poor quality and their customer service does nothing to acknowledge it. The luggage failed on the first use and they are telling me I need to refer to the airline!”

Helpful Report

Posted 1 year ago

Hi Vincenzo - We are really sorry about this but, as our warranty outlines, we do not cover any damage caused by airlines. We are more than happy to help with this process just drop us an email and the team will assist.

Posted 1 year ago

“Nice cases, however, the return process I found to be archaic and very very long. Took nearly 2 weeks from arranging the return to getting the refund. An added insult is the £5 deducted from the total amount of the purchase when you make a return. I won't be purchasing from IT again.”

Helpful Report

Posted 1 year ago

Hi Ellis - we are sorry that you are not happy with the refunds process. Returns come at a charge of £5, this covers the cost of the courier collecting it from your address and bringing it back to us. This info is available on our website :) https://itluggage.com/pages/returns-policy

Posted 1 year ago

“Delivered on date expected”

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Posted 1 year ago

Hi, we are happy to hear the parcel arrived on time :)

Posted 1 year ago

“Product broke on first use and as I am unable to locate my order confirmation email I can't claim on the 10 year warranty. It lasted 1 week!”

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Posted 1 year ago

Hi Karen, we can link you to our online orders from your name so don't worry about that! I can see that the team have had a replacement sent out to you :)

Posted 1 year ago

“Main zip failed on first use of suitcase. It looks like a faulty cast/weld on clasp. IT luggage suggested it was damage from airport baggage handler, but photos are clear that it is a manufacturing fault. Now £80 out of pocket after one use. Will never buy an IT case again!”

Helpful Report

Posted 1 year ago

Hi Anthony, I have reviewed this and can see that after a second assessment, the team have replaced your case due to this being a manufacturing fault. We apologise if this process was not efficient but we are glad to have been able to resolve this for you :)

Posted 1 year ago

“My luggage was delivered to someone else and instead of trying to redelivered you just sent me a refund without discussion ?!?”

Helpful Report

Posted 1 year ago

Hi Jane, we are really sorry about this. I can see that our team have been in contact with you.

Posted 1 year ago

“Very happy with the product but customer service is appalling. One of the wheels got broken in the first week and despite reporting it, have not heard back from them at all. Can I please have a replacement wheel?”

Helpful Report

Posted 1 year ago

Hi Agnes, Our team have emailed you a few times but are still awaiting a reply from you, please check your junk mail in case it has ended up there :)

Posted 1 year ago

“The zip broke before I reached my destination. I emailed the company to notify them of the issue & still waiting for a reply.”

Helpful Report

Posted 1 year ago

Hi Suprena, Our team replied to your contact form on the 1st Feb at 2:53pm. Please check your junk mail in case the email ended up there :)

Posted 1 year ago

“I followed contact advice from your FAQ page and emailed your customer team to request a cancellation on 30/12, but I've had no reply since. I followed up with another 2 emails but I've still not heard back. Due to non-existent communication channels I've given a 1 star.”

Helpful Report

Posted 1 year ago

Hi Elizabeth - we have not received any emails from you which match your name / email address or order number. Pease email ITL_Contact@itluggage.co.uk

Posted 1 year ago

“You have sent me a faulty item very unhappy”

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Posted 1 year ago

We are so sorry about this! I can see that the team are currently arranging a date to collect this item!

Posted 1 year ago

“Was sent a luggage with a zip that couldn't close fully. Contacted customer services and sent proof but haven't heard back after a week. Would not recommend.”

Helpful Report

Posted 1 year ago

Hi Kahmun - Our team sent an email to you on 19/12 asking for you to send some pictures / videos of this so that they can investigate this for you :) If you cannot locate the email, please check your junk mail.

Posted 1 year ago

“I have not received my luggage that I ordered in December 2022”

Helpful Report

Posted 1 year ago

Hello Adrian, we have got one of the team members investigating this so that we can track down this parcel. We apologise for the delay but don't worry, this will be resolved ASAP!

Posted 1 year ago

“I requested an item to be returned, customer service agent asked for details and a pick up date. Its been a week without any feedback. Now i am flying out and need to arrange for someone to be at home on the date of pick up. I am still waiting for a response.”

Helpful Report

Posted 1 year ago

Hi Arif. Please accept our sincerest apologies for this, we have had an error somewhere in the system that is inhibiting us from opening your query. This is currently being worked on and we will be in contact with you as soon as it has been fixed. Safe travels.

Posted 1 year ago

IT LUGGAGE is rated 4.3 based on 4,027 reviews