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 a set arrived faulty. Given upcoming long holiday needed to get this sorted quickly. 2 emails from company are not specific enough about exactly how and when this can be fixed. Company does not respond to phone calls and is super slow to get things sorted. To be quite honest this would not have been an issue if there was proper quality control in manufacturing. Suitcases seemed ok but so fed up with sorting issues I'm still waiting for company to arrange pickup and I just want a refund now. Think this could have been avoided by a quick phone call discussion.”

Helpful Report

Posted 1 year ago

Hi there, our team try to work through customer issues as efficiently as possible but I understand you've had problems with this and for that we are very sorry. I'll ensure that the team respond to you urgently and help with your concern quickly.

Posted 1 year ago

“Ordered and payed next day delivery. Ordered on 6th did not come until 13th. Delivery was refunded but then had to buy cases as needed then by 12th. Box cases came in was damaged also.”

Helpful Report

Posted 1 year ago

Hi there, I am sorry you've had a hard time with us. The team have responded to your concerns but if you have any other worries you'd like to discuss we are always here to assist you.

Posted 1 year ago

“Ordered same suitcase x 3 with TSA locks but on delivery only one had the lock. Advised by customer service the warehouse don’t know which box contains cases with or without locks. Although offered refund, my preference was to try and get the right cases, but the most frustrating point is the communication aspect you only get one response in the afternoon a day so it makes it very difficult to discuss anything.”

Helpful Report

Posted 1 year ago

Hi Monorim, we are sorry that you have had trouble with our suitcases and contact services. Due to high volumes of emails during our busiest season it can take the team a bit longer to respond then usual. Please contact us if you require any assistance and our team will be there to help.

Posted 1 year ago

“Extremely poor customer service with non existence contact or the returns”

Helpful Report

Posted 1 year ago

Hi Zubeir, due to technical issues within our system we've had a backlog of emails causing our response time to customers to slow down. The team will contact you as soon as possible regarding your returns and help you with the process.

Posted 1 year ago

“I have several pieces of IT luggage, which I love. Unfortunately this case has faulty stitching on one of the corners. I have contacted IT luggage about this issue but haven’t received a response. The case does tick all the boxes apart from its poor manufacture, I’m surprised it passed quality control.”

Helpful Report

Posted 1 year ago

Hi Clare, we are so sorry that you are unhappy with your suitcase. The team have responded to you and the issue seems to be resolved. Please do not hesitate to contact our team again if you require help with anything.

Posted 1 year ago

“It’s very bad experience with YODEL and I will not buy anything in future because of this delay and bad service. Also, one of lagged has problem on button to collapse roller handle and I had to fixed it by myself.”

Helpful Report

Posted 1 year ago

We apologise on behalf of our courier for this inconvenience, the team has responded to your concern and this issue seems to be resolved. Please contact our team if you have any issues regarding your suitcases as our team are always here to help.

Posted 1 year ago

“The Extra Large Legion Suitcase is great. However, I want the Large & Medium sized one to go with it but they are not available. Please fix this ASAP, I'm going on holiday on the 27th July 2023!!”

Helpful Report

Posted 1 year ago

Hi Richard, our team have contacted you with an update regarding to stock, please check your emails to receive their assistance to your concerns.

Posted 1 year ago

“Awful!!! You sent me the completely wrong case which was also too small! I emailed customer service to express my concerns and I have still not had a reasonable resolution for this issue. Really not impressed at all. Order no. #IT52644”

Helpful Report

Posted 1 year ago

Hi there, we are sincerely sorry for our mistake. The customer service team have contacted you regarding this and it seems you have come to a resolution on this matter. Please do not hesitate to contact the team if you have any issues you would like assistance with.

Posted 1 year ago

“shocking aftercare service. paid for suitcases and the wrong one was sent. ive sent the case back as requested but have heard nothing since.”

Helpful Report

Posted 1 year ago

Hi Mark, we are so sorry for this mistake. The team have now responded to you regarding this matter but we do apologise for our delays in response, due to technical difficulties we were facing recently with our system.

Posted 1 year ago

“Second case ordered same fault with the expanding handle faulty”

Helpful Report

Posted 1 year ago

Hi Anne, we do sincerely apologise for our manufacturing faults. The team has contacted you regarding the matter and it seems the issues has now been resolved.

Posted 1 year ago

“Purchased luggage set and wanted to return large suitcase and purchase another Medium plus suitcase. I was advised via email that I could not exchange and had to make a further purchase and return the Large suitcase. This I did only then to be told I couldn't return the Large suitcase and had to return the set?? Want the two pieces of luggage still and purchased a further suitcase already costing more postage.”

Helpful Report

Posted 1 year ago

Hi Carl, we are extremely sorry you've experienced issues with us. The customer service team has contacted you regarding this matter, please check your emails and don't hesitate to contact us if you require help with anything else.

Posted 1 year ago

“I am still awaiting delivery of the suitcase I ordered and paid for, five emails sent, very slow response with only one reply.”

Helpful Report

Posted 1 year ago

Hi there, the team have contacted you regarding the delivery and it seems the cases have been delivered to you now. We apologise for the delay in response due to being in our busiest season currently, we are experiencing high volumes of emails.

Posted 1 year ago

“I still haven't received my luggage, there has been an issue with YODEL but I've had no communication from them!”

Helpful Report

Posted 1 year ago

Hi Pamela, we are sorry on behalf of yodel for the inconvenience you've experienced. The team have resolved your issue relating to this matter however if you require anymore assistance please do contact us.

Posted 1 year ago

“Luggage return wasnt collected”

Helpful Report

Posted 1 year ago

Hi, we're really sorry about this, I can see your query has been resolved.

Posted 1 year ago

“If I could give no stars I would! Recieved my case and it was damaged. I have sent 5 emails with no reply I’m away on holiday in 2 weeks with no suitcase. I gave s damaged suitcase sitting in my house and if nobody bothers to reply to emails how I ment to send it back! Absolutely shocking customer service!”

Helpful Report

Posted 1 year ago

Hi Bruns - please accept our sincerest apologies for the delay in response to you. The team are extremely busy at the moment and are working in order of receipt.

Posted 1 year ago

“Placed an order 10 days ago and it still hasn’t arrived. Customer service very unhelpful as they just blame Yodel for the inconvenience, however Yodel hasn’t even received my order from the company. Would avoid the company.”

Helpful Report

Posted 1 year ago

Hi- the team have refunded you for your order. We apologise for any inconveniences that were caused.

Posted 1 year ago

“It arrived damaged and scuffed. Wheels were dirty. Poor customer service.”

Helpful Report

Posted 1 year ago

Hi - We are really sorry to see this. The team have dropped you an email so that they can get this suitcase collected and brought back to us. Please check your junk mail in case the email ended up there.

Posted 1 year ago

“I brought this bag from Primark in Portugal. During its first usage, while scrolling on sidewalks with 15kg weight, while traveling between two hostels at a distance of 900m, two wheels of the bag broke down, after 400m. The bags are poorly built and I regret buying it. This product is so poorly built and a waste of money. NEVER BUY IT.”

Helpful Report

Posted 1 year ago

Hi - Please drop the team a message by using our 'contact us' page on the website! They may be able to assist you with this.

Posted 1 year ago

“The issue that I have experienced was: I ordered 5pc luggage set from it luggage website on the 11th of June 2023. The suitcases arrived on the 13th of June but when I opened the parcel the suitcase were not all in the same colour which I ordered smoke blue set. The 2 large suitcase in large and medium were smoke blue whereas the rest of the other smaller 3 suitcases are black. This was not described on the website and I had ordered specifically on the website the full set in smoke blue colour and I have been sent different than what I have ordered.”

Helpful Report

Posted 1 year ago

Please accept our sincerest apologies for this. I believe that the team have resolved this issue for you now.

Posted 1 year ago

“Not yet used but suspect it will damage as easily as the other did.”

Helpful Report

Posted 1 year ago

If you need any assistance with your order please drop the team a message by using our online contact forms that you will find on our website.

Posted 1 year ago

IT LUGGAGE is rated 4.3 based on 4,026 reviews