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 wish I could give no star as I was sent a wrong item and the communication was really poor.”

Helpful Report

Posted 7 months ago

Hi Purnim, many thanks for your review. I am sorry to hear about the mix up regarding your order. However, I can see that you are in correspondence with the customer service team via email where they have advised that your replacements have been dispatched as of 18/03. Please kindly refer back to the email chain for tracking information. Many thanks

Posted 7 months ago

“I looked into getting a new suitcase around 3/4 days before leaving which would have been plenty of time if this suitcase came the next day like I paid for and when it had been picked up it had been the size I ordered. Yodel say my address wasn’t even keyed correctly by IT luggage and it’s a common issue and so I’m glad I took things in my own hands and went to the depot. I contacted customer service on the day it was meant to be delivered who assured me it was on its way when it wasn’t and I was told nothing about the lack of address information.”

Helpful Report

Posted 7 months ago

Hi Elizabeth, many thanks for your review. I am sorry to hear about the issues you experienced regarding your delivery. I have had a little look into this for you and can confirm that your correct address was provided to Yodel as per what was inputted by yourself on the order through Shopify, I can send a screenshot of this via email if required. Regarding the case being the incorrect size, I can only apologise for this. I can see that a member of the team has arranged for collection of this for you, once this has occurred you can expect to receive your full refund within 10 working days. However, if you require any further assistance at all, please do not hesitate to get back in touch via the email chain and we would be happy to assist. Many thanks

Posted 7 months ago

“Ordered a large case, medium size arrived. Asked to return it, still waiting on when it will be collected and when they will dispatch the correct size. Disappointing service. Going on holiday in 2 weeks so will have to purchase elsewhere.”

Helpful Report

Posted 7 months ago

Many thanks for your review. I am sorry to hear that you are having difficulty arranging collection. We do work form oldest to newest regarding the inbox which may be why there has been a delay in response. However, I can see that a member of the customer service team has responded this morning with the date and tracking number for your collection. Please do not hesitate to get back in touch via the email chain if you require any further assistance at all. Many thanks

Posted 7 months ago

“Awful customer service. I need to return the suitcase and am getting no response from the customer services team.”

Helpful Report

Posted 7 months ago

Hi Kate, many thanks for your message. I am sorry to hear that you are having difficulty arranging a collection. I have had a little look into this for you and we do not seem to have received a response from yourself to our email dated 15/03, and then sent again on 19/03. Please could you kindly resend your response and we can then get your collection arranged? Many thanks

Posted 7 months ago

“The incorrect size was sent. I was asked for photos which I supplied but heard nothing. I not don’t have time to get a replacement so Will have to use the wrong case. Poor communication”

Helpful Report

Posted 7 months ago

Many thanks for your review. I am sorry to hear that you received the incorrect case, we will aim to resolve this as quickly as possible for you. I can see that you are in communication with our customer service team via email, please kindly advise back to the latest email regarding a convenient collection date and we can then get that arranged asap for you. Many thanks

Posted 7 months ago

“Absolutely terrible customer service via email, no phone number to be found unsurprisingly.”

Helpful Report

Posted 7 months ago

Hi Emma, many thanks for your review. I am sorry to hear that you are not 100% satisfied with your experience regarding our customer service. We always aim to resolve customers issues or queries as quickly and efficiently as possible, and I can only apologise that you do not feel that this has been the case with yourself. Our customer service team do operate exclusively via email and I have now flagged your issue to the relevant customer service team member to advise back asap. Many thanks

Posted 7 months ago

“still waiting to return suitcase. sent 3 emails not sorted”

Helpful Report

Posted 7 months ago

Hi T Carter, many thanks for your review. I am sorry to hear that you are experiencing issues regarding arranging the collection of your order. However, I can see via the email chain with yourself that a collection date was provided, along with a tracking number, as of yesterday afternoon. If any further assistance is required at all, please do not hesitate to get back in touch via the email chain. Many thanks

Posted 7 months ago

“After one flight the zipper had broken, preventing me from ever being able to lock the case. One of the stands had also snapped off. Surely this falls outside of ‘regular wear and tear’. Poor quality if the case cannot survive one flight without falling apart.”

Helpful Report

Posted 7 months ago

Hi Andrew, many thanks for your review. I am sorry to hear about the issues you are experiencing regarding your luggage's zip and stand. Please kindly contact our customer service team on ITL_contact@itluggage.co.uk and they would be happy to assist. Many thanks

Posted 7 months ago

“I never received my order. When I chased it, I was told it was sent back to warehouse, I am still waiting for an explanation as why!!! Just told I will get a refund which will take up to 10 days??? I consider this as not good service and not able to speak to anyone very frustrating. I am hoping someone will contact me, as this was a birthday present for my husband and would still like to get them. But I am afraid to order from you again as communication not good. My contact number is 07766758016 Regards Wendy Johns”

Helpful Report

Posted 7 months ago

Hi Wendy, many thanks for your review. I have had a little look into this for you and can confirm that Yodel returned your parcel to sender due to the outer box being damaged and therefore, not wanting to deliver a damaged box to yourself. Following on from this, we are unable to send back out parcels which have been returned to sender, hence why you were then advised that we would process a full refund for you. I can only apologise for this and for any inconvenience caused. However, I can see that you have decided to re-purchase, if you require any assistance with your new order, please do not hesitate to get back in touch with our customer service team and they would be happy to assist. Many thanks

Posted 7 months ago

“Non existence customer service, as contacted them twice after placing order to amend. NO RESPONSE & NO TELEPHONE !”

Helpful Report

Posted 7 months ago

Many thanks for your review. I am sorry to hear that you are having difficulty getting in touch. I have had a little look into this for you and can confirm that we have received both of your emails and responded to both, however, the emails seem to be bouncing back and not delivering to your email account. As these do not seem to be going through, I will confirm via this method that your amendment request has been actioned and Yodel have been updated. I will also attempt to resend the emails now. If you require any further assistance at all, please do not hesitate to get back in touch with our customer service team. Many thanks

Posted 7 months ago

“Not good as I have got in touch with the customer service team about my suitcase looking like it’s not new with scratches on it. No response. Very poor!”

Helpful Report

Posted 7 months ago

Many thanks for your review. I am sorry to hear the way in which your cases were delivered. I have had a little look into this for you and can see that the customer service team have attempted to reply to your email on 08/03 and then also again today but this seems to be bouncing and not delivering to the email address provided by yourself. Please could you kindly make contact through an alternate email address and we can then look into your issue and aim to resolve asap? Many thanks

Posted 7 months ago

“I ordered the Legion suitcases which didn’t turn out to be durable as o thought they would be. I have arranged for a collection but still waiting for a confirmation of collection date”

Helpful Report

Posted 7 months ago

Many thanks for your review. I am sorry to hear about the issues you are experiencing regarding your collection. I have had a little look into this for you and can see that a member of the team has arranged and confirmed your collection date today, and advised back via the email chain. However, if you require any further assistance at all, please do not hesitate to get back in touch with our customer service team. Many thanks

Posted 7 months ago

“The customer service is practically non existent. There are no contact details other than an email and even that is not visible. I had no details regarding the despatch of my order. When I didn't receive it after 4 days I did eventually contact customer service, to be told that it was with the courier. I contacted the courier Yodel, to be informed that the parcel was missing & to contact the seller. Long story short, I requested a refund & their saving grace is that was dealt with quickly.”

Helpful Report

Posted 7 months ago

Many thanks for your review. I am sorry to hear about the issues you experienced regarding your delivery. We always aim for customers to receive their orders efficiently and in a timely manner, whilst also being kept up to date through the process, and I can only apologise that was not the experience for yourself. However, I am happy to hear that your issue was dealt with swiftly upon contact. Should you require any further assistance at all, please do not hesitate to get back in touch with our customer service team. Many thanks

Posted 7 months ago

“I didnt receive the order and want to cancel it”

Helpful Report

Posted 7 months ago

Hi Marisa, many thanks for your review. I can only apologise that you have not yet received your order. Please kindly contact our customer service team on ITL_contact@itluggage.co.uk and they would be happy to assist. Many thanks

Posted 7 months ago

“Still haven’t received the items so can’t comment, all I can say is that the delivery times are lousy”

Helpful Report

Posted 7 months ago

Hi Lance, many thanks for your review. I can only apologise that you have not received your order as of yet. Please kindly contact our customer service team directly on ITL_contact@itluggage.co.uk and they would be happy to look into this for you. Many thanks

Posted 7 months ago

“Ordered Dark Grey Lightweight luggage, received Pink luggage, no explanation message to confirm whether I would be happy to receive pink!!! My order states dark grey and tried to make contact to receive the correct colour, impossible to speak to anybody at IT Company UK. Very disappointed with the it Company customer service who you cannot talk to but only via drop down menu, no human contact, one contact number that always goes to voicemail. With no other option completed contact IT company via their drop down menu and received an email to return the wrong items, no apologies for their mistake. I sent a return email asking for a replacement dark grey medium suitcase due to travelling the following week and didn’t want to be left with no lightweight luggage and my husband declining the pink suitcase, no response!!! Still waiting 3 days later, due to travel in 4 days!!!”

Helpful Report

Posted 7 months ago

Hi Andrea, many thanks for your review. I can only apologise for the issues you are experiencing regarding receiving the incorrect item and the collection of this. However, I can see that you are in correspondence with our customer service team via email and they are assisting in arranging a replacement for you. I have flagged this issue to the relevant customer service team member to look into further asap today for you and therefore, get your replacement to you in time for your upcoming travels. Many thanks

Posted 7 months ago

“Customer service only open weekdays, and they are hard to get hold of. Returns are not easy as you need to speak to them rather than using a portal or online return system. Courier has still not arrived to collect item despite return being organised. Suitcase was bulky and heavy and not good quality”

Helpful Report

Posted 7 months ago

Many thanks for your review. I can only apologise for the issues you are experiencing regarding your return. However, I can see that your are in correspondence with our customer service team via email. Please kindly advise back via the email chain regarding a convenient date for collection and we will get that re-arranged for you. Many thanks

Posted 7 months ago

“I did not receive this item as you think, so there is nothing to give feedback on , but for you to pay me back please. I will be expecting my money very soon from your company. Thank you Kind regards Justina Onyekwere”

Helpful Report

Posted 7 months ago

Hi Justina, many thanks for your review. I can only apologise that you have not received your order as of yet. Please kindly contact our customer service team directly on ITL_contact@itluggage.co.uk and a member of the team would be happy to look into this for you. Many thanks

Posted 7 months ago

“I was sent the incorrect item. Sent the incorrect items back but Still waiting for my items, been waiting for ages now tried messaging IT many times but not heard back! Extremely disappointed!!”

Helpful Report

Posted 7 months ago

Many thanks for your review. I am sorry to hear you are having difficulty getting in touch. Please contact our customer service team directly on ITL_contact@itluggage.co.uk, with 'review' in the subject line, and they would be happy to assist. Alternatively, please feel free to advise your email address via social media DM in order for us to locate your emails quickly, you can find us @itluggage on Facebook and Instagram. Many thanks

Posted 7 months ago

“Terrible is the first thing I would say. Case arrived promptly but was faulty. I have tried on multiple occasions to contact them to return the case and get a new one but my emails go unanswered. I am now stuck with a case I can't use and they still have the money. No customer service at all”

Helpful Report

Posted 7 months ago

Hi Mary, many thanks for your review. I am sorry to hear that you are not 100% satisfied with your experience. We always aim to solve customers issues/queries as quickly as possible and I can only apologise that you do not feel this has been the case with yourself. However, I can see that a member of the team has been in touch today via the email chain confirming your collection date. If you require any further assistance at all, please do not hesitate to get back in touch. Many thanks

Posted 7 months ago

IT LUGGAGE is rated 4.3 based on 4,026 reviews