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

“Not pleased at all, item is faulty. Been trying to get in contact but it’s proving difficult. Could someone please get in touch as they have been used on one trip, one way!”

Helpful Report

Posted 1 year ago

Hi Victoria, We are sorry to hear this. If you could please resubmit your claim one of our customer services team will be in contact with you shortly after.

Posted 1 year ago

“Dreadful customer service. To return items it says the items must be unused. I tried to make a claim on the warranty but the website is awful and does not let me submit my issue. There is no other way to contact customer service to help so I’m stuck”

Helpful Report

Posted 1 year ago

Hi, We are sorry to hear that you are experiencing problems with our luggage. Please do get in contact with our customer services via this email: ITL_contact@itluggage.co.uk

Posted 1 year ago

“I chose this suitcase because it claimed to be “scratch resistant” and a tough material, however my experience was the opposite. It arrived scratched all over the exterior of the case which disappointed me immensely. I was travelling the next day so I decided to use the case anyway in the hope it wouldn’t get worse, but unfortunately it did. After one trip there were chips missing from the exterior of the case and scratches and dents all over it. Additionally, the rubber handle has also somehow been broken - I’m not even sure how something like that should be possible given the claims of the quality by it luggage! I have exclusively purchased from it luggage over the years but won’t be doing so in future and have advised my friends and family to avoid as well. Incredibly disappointed with the false advertising.”

Helpful Report

Posted 1 year ago

Hi Emma, We are sorry that you are experiencing problems with your luggage. Please do get in contact with our customer services team so that we may be able to assist you further. ITL_contact@itluggage.co.uk

Posted 1 year ago

“I have been waiting for delivery of the luggage that was apparently shipped on August 8th but has yet to arrive.”

Helpful Report

Posted 1 year ago

Hi Julie, We are sorry to hear this. It appears that the luggage has been marked down as return to sender so we will refund you now. if you could please get in contact with our customer services team again then they will be able to assist you with this.

Posted 1 year ago

“We bought same laggue in 2 different colours but we have received same colour for both.”

Helpful Report

Posted 1 year ago

Hey Serkan, we are so sorry about this. Please kindly email us on ITL_Contact@itluggage.co.uk and we will assist you further with this!

Posted 1 year ago

“My issue is still unresolved. IT customer services is the worse and I will never recommend it. People should choose TRIPP or AEROLITE for cabin bags. My luggage was received damaged and faulty with scratches and a very stiff zip. The communication was so slow. They requested me to return the product for replacement or refund after I submitted photographs. But this defeats the reason for my purchase as I was travelling in a couple of days. The discount they offered was a humiliation. Nothing has been done about it yet. I will tweet my bad experience.”

Helpful Report

Posted 1 year ago

Hey Fulma, we are sorry to hear this. We can see the team offered discount due to this inconvenience, however, you chose to return the item for a refund instead. Please do let us know of your details via our email so that we can arrange this return for you! We look forward to hearing from you.

Posted 1 year ago

“I was originally impressed with IT luggage. Order was sent quick for a holiday last year. I cant find guarantee as i have had issues this year. I do have order number though.”

Helpful Report

Posted 1 year ago

Hi Mark, I am sorry to hear this. Please do contact us on ITL_Contact@itluggage.co.uk as the team can assist you further with this. We look forward to hearing from you :)

Posted 1 year ago

“When I purchase this product the suitcase arrived damaged with scratches on it. They took it back I am still waiting for the new one. The Company is also hard to contact”

Helpful Report

Posted 1 year ago

Hi Anisa, I am sorry to hear this! I can see the team have resolved this issue for you and a refund is coming your way shortly.

Posted 1 year ago

“Order two large suitcases. Both arrived with a lot of damage. Customer service are very slow to respond and ask for information multiple times. Was offered a 20% discount which I rejected as the cases are too Badly damaged. It’s been 6 days since they have arrived and I contacted them as soon as I opened them. and I’m still waiting for someone to come and pick them up. I love it cases but definitely wouldn’t order from their web site again. You have to rely on emails as there is no customer service phone number. I will still buy it but from a shop when I know I can see they are not damaged.”

Helpful Report

Posted 1 year ago

Hi Suzanne, we are so sorry to hear this. I can see the team have now resolved this issue for you.

Posted 1 year ago

“Whilst the luggage you buy at IT Luggage is good the customer service is nothing short of appalling. I was trying to get an expensive set of luggage delivered and there is no phone number so you have to e-mail them and if they answer at all it is hours or days later and completely unhelpful. There is no point in having a website which no real customer support and I would be wary of using it again.”

Helpful Report

Posted 1 year ago

Hi, I am ever so sorry about this. I can see the team are in the process of assisting you with this issue.

Posted 1 year ago

“The Incorrect items were delivered twice. After spending a significant amount of money. I had to buy a case elsewhere. This was very poor service from IT Luggage unfortunately. Spontaneous II is certainly not a great alternative to Spontaneous, which has much more space.”

Helpful Report

Posted 1 year ago

Hi, I am ever so sorry for this inconvenience. I can see that the team have got this resolved for you now.

Posted 1 year ago

“I don’t like leaving negative reviews but sadly on this occasion it seems appropriated. Received damaged/used suitcase.. with the added addition of a sock! A little perplexed to this could happen with quality control. Initially a good response from CS offering a 20% refund discount or replacement.. but then no response regarding arranging a replacement or the refund option.. a few days have passed and no response therefore I have opened a PayPal claim Really needed this suitcase for early next week but no urgency or even a response to rectify the issue. Very disappointing and I won’t be using again. Hopefully I’ll get my refund soon. Also the Yodel service is terrible- no option to rearrange, leave in a safe place etc.. makes delivery and returns almost impossible for anyone who works away from home.”

Helpful Report

Posted 1 year ago

Hi Kristen, we are ever so sorry about this. We can see the team are in the process of resolving this issue for you.

Posted 1 year ago

“Not had it fighting with courier”

Helpful Report

Posted 1 year ago

Hi Claire, We are so sorry on behalf of Yodel for this inconvenience. I can see this has now been delivered to you.

Posted 1 year ago

“I ordered 2 large cases, when delivered one had a large dint in it, I emailed and set up a collection date for a replacement, as let down by courier who didn’t pick up so my husband took another day off work to wait in today hoping it gets picked up. I desp need a replacement case as we fly next week and need to pack for my children - not happy at all !!!!!!”

Helpful Report

Posted 1 year ago

Hi Louise, we are so sorry on behalf of Yodel for this inconvenience. The customer service team have responded to you regarding this situation. We look forward to hearing back from you!

Posted 1 year ago

“Cases I received was not what I ordered, tried several times to try to get these returned as can’t send correct item as now out of stock. Needed to get this dealt with quickly as going on holiday week after but due to no one getting back to me to arrange collection, I am now going on holiday without new cases and without my refund.”

Helpful Report

Posted 1 year ago

Hi Catherine, we are extremely sorry for the difficulties you've experienced. Our team have responded to you regarding this issue and are awaiting for your reply to ensure that we get this sorted for you urgently. Thank you!

Posted 1 year ago

“Absolutely devastated at being asked to write a review when I have an ongoing issue with IT and their extremely shocking customer service. I bought a 4 set of marble luggage, the lock is faulty on the large suitcase and it has scratches on it. I have asked for a replacement large suitcase or pre paid labels and a big box to send the set of 4 back as due to the faulty lock the other 3 cases cannot go inside the large case. We are going on holiday in just over 2 weeks and a week on from the arrival of the cases nothing has been resolved. We contacted Instagram, Facebook and emailed customer services. I was asked to fill in a contact form, I filled in 2. I emailed photos, then I was asked to send in videos, did that, then another email yesterday said to post the videos on Instagram. Have done that I also left a message on the 0161 telephone number. Had I have bought suitcases in a shop or online with a company I feel sure the issue would have been resolved by now. This is truly a horrendous experience and I am not finding IT or customer service very customer focused at all to say the least. I have bought IT suitcases over the years and the quality has been excellent. I have never had a problem but having a problem and getting IT to resolve it is a truly horrendous experience. There is also no phone number for IT to be able to actually speak to anybody.”

Helpful Report

Posted 1 year ago

Hi Susan, we sincerely apologise for the inconvenience you've experienced. Our team has responded to you regarding this concern to hopefully provide you with a solution that you are happy with. We look forward to hearing back from you!

Posted 1 year ago

“I have ordered two and one came with few scratches. The email was written with pictures to the customer service but haven’t got reply.”

Helpful Report

Posted 1 year ago

Hi Stanley, we sincerely apologise about this damage and for our delays in response. The team will be in contact with you soon regarding a solution to this concern. Thank you for your patience!

Posted 1 year ago

“We recently purchased 2 Lykke medium suitcases to replace the ones that had lasted us years and had travelled extensively. Sadly our new suitcases did not even last a 2 week holiday; one case has torn along where the handles are, which suggests there is a fault in the design. I have complained to IT luggage and they are not interested in helping me by replacing or repairing the case. I strongly suggest that you avoid buying these cases because there is a design fault and the customer service is poor. Do not be fooled by their 10-year warranty because it does not exist!”

Helpful Report

Posted 1 year ago

Hi Debra, I am so sorry to hear you've had a hard time with us. Unfortunately our warranty does not cover mishandling or 3rd party damage. Please get into contact with the airline if you would like to seek assistance on this matter further. Thank you!

Posted 1 year ago

“Absolutely terrible customer service. It's been over 10 days that I have been trying to arrange a return and even though I keep answering your questions - nothing gets progressed. I am not sure how much your warranty means anything if its's anything like this!”

Helpful Report

Posted 1 year ago

Hi Sadiq, we apologise for our delays in response to you. Our team will contact you regarding this matter as soon as possible. Please ensure you also check your junk mail. Thank you!

Posted 1 year ago

“Still waiting for instructions for returning as the zip was broken”

Helpful Report

Posted 1 year ago

Hi Rebecca, I am so sorry that you have received a faulty suitcase. The team has responded to you regarding this matter, please ensure that you also check your junk mail so you do not miss the response. We look forward to hearing from you!

Posted 1 year ago

IT LUGGAGE is rated 4.3 based on 4,026 reviews