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 have found the zip very tight to open it doesn’t glide . I have been trying to return my item!!! The customer service is shocking. You have to pay to return. You will need to wait in for a collection, how out dated is that . Will never order from the main website again..”

Helpful Report

Posted 1 year ago

Hi there, we are extremely sorry that you are unhappy with your suitcase. The customer services team will be in contact with you as soon as possible regarding this. Thank you for your patience.

Posted 1 year ago

“#IT58524 Bad service. I bought bags on the 20th of July and paid an additional amount for delivery within two days. The bags did not arrive for today, and my travel is on the 31st of July. I did not find any phone number to contact the company. I sent them an email and explained to them that I wanted the bags as soon as possible. They asked me to fill out a form, and then I want to wait 48 hours, and no one answered me yet. The carrier Yodel is very bad and the staff were rude and unhelpful”

Helpful Report

Posted 1 year ago

Hi there, we sincerely apologise on behalf of Yodel for the difficulties you've experienced. Our team will be in contact with you ASAP regarding this to help resolve this issue for you.

Posted 1 year ago

“Sadly nothing arrived despite my communication with the delivery company. I needed them for a holiday. Had to buy elsewhere.”

Helpful Report

Posted 1 year ago

Hi there, I am so sorry on behalf of Yodel for this inconvenience. Please check your emails, as our team have contacted you regarding this. We look forward to hearing from you!

Posted 1 year ago

“My luggage arrived damaged abd when I mentioned this I was offered a discount, I accepted this but then they just stopped replying… so much for customer service”

Helpful Report

Posted 1 year ago

Hi Callum, we are so sorry about our delays in response. This being our busiest season it is taking a bit longer than usual to respond to our customer however I can confirm you will still be given this discount. The team will contact you about this ASAP. Thank you!

Posted 1 year ago

“I cannot review the suitcase I ordered, because I never received it. It first went out for delivery on Monday July 17th. It did not arrive. When I finally managed to contact Yodel I was told their driver could not find us. Yodel is the only delivery company we have problems with, and we always have problems with them. If I had known they were the company you use I would never have ordered from you. It is now Sunday afternoon. I have no suitcase for my journey tomorrow, and I have not had a word of explanation or apology from Yodel. But you are equally to blame. It took my having to send three messages on three separate days on your customer services webpage before I got a reply. Someone called Kristina wanted to check my address and said she would 'ask Yodel' to deliver the suitcase. She never checked to find out what had happened. I like your luggage, but you have lost a customer. I insist that you reimburse me immediately.”

Helpful Report

Posted 1 year ago

Hi Mark, we sincerely apologise on behalf of our courier for the difficulties you've dealt with. Please check your emails as the team have responded regarding the delivery issues experienced with Yodel. Please let us know if you require any further help with this concern as our team is always here to assist. Thank you!

Posted 1 year ago

“Definitely not happy that £5 refund charge is being asked for. Especially when customer services were notified within 12 hours of purchasing.”

Helpful Report

Posted 1 year ago

Hi there, we are extremely sorry that you've experienced difficulties with us. We aim to reply back to our customers within 24 hours therefore we may not always been able to respond as quickly as needed. I can see this issue has been resolved however please do not hesitate to reach out to our team if you require any further assistance.

Posted 1 year ago

“Luggage arrived damaged, poor customer service when complaint made on day of delivery. I had no meaningful response until I said I was going to contact my credit card company to cancel payment at the end of the working week (5 days after delivery) as they had done nothing. It Luggage didn't offer any explanation or any investigations they made into the delivery service, Yodel etc. No offer of replacement just an email to say they'll arrange collection and refund! I certainly would think twice about shope online with it luggage again.”

Helpful Report

Posted 1 year ago

Hi Marie, we are so sorry on behalf of Yodel for the damaged that your parcel has occurred. Our team have reached out to you regarding this to assist you with hard time you've experienced.

Posted 1 year ago

“Absolutely terrible. They sent me a suitcase that was damaged and had evidently been used by someone else as the wheels showed excessive signs of wear. Their response times to emails is extremely delayed and despite me requesting a collection/exchange this has not yet taken place, despite my best efforts.”

Helpful Report

Posted 1 year ago

Hi Shuwana, I do apologise for our delays, we have been experiencing issues with our system causing a backlog of emails that we are trying to respond to as quickly as possible. Please check your emails (including your junk) as our team have responded to you on this matter. Thank you for being so patient!

Posted 1 year ago

“Contacted you many times no reply”

Helpful Report

Posted 1 year ago

Hi Holly, we do apologise for our delays in response. Due to the technical issues we've faced recently and this being our busiest season we have had a backlog of emails that our team has been trying to get through as quickly as possible. Please do check your email as our team have now responded to your concern. Thank you!

Posted 1 year ago

“I ordered a large it suitcase with TSA locks and i got sent a different case to the one advertised. I have emailed customer service three times and had no response.”

Helpful Report

Posted 1 year ago

Hi Jeremiah, I am so sorry for this. We recently had technical issues with our system causing a backlog in our emails however I'll ask the team to contact you back urgently.

Posted 1 year ago

“My experience with IT luggage has been very terrible. They returned my order on the day of delivery because it was out of stock and the other time my order was returned from the courier's warehouse for no reason”

Helpful Report

Posted 1 year ago

Hi Emmanuel, we extremely sorry that you faced issues with trying to order from us. We always want to give our customers the best possible experience when shopping our products. The customer service team have contacted you regarding this matter.

Posted 1 year ago

“Disgusted no parcel it’s missing and IT have even got the decency to help I get a message here a there saying it’s left by some bins fuming isn’t the word”

Helpful Report

Posted 1 year ago

Hi there, our customer service team have contacted you regarding this issue. We sincerely apologise for any upset caused, our team will always try to help wherever possible.

Posted 1 year ago

“I’d give a zero stars if I could! Disgusting company!! The item arrived damaged, the took nearly a week to agree to a refund as kept asking for photos etc when I’m within my rights to send it back. Do not buy these cases!! AVOID”

Helpful Report

Posted 1 year ago

Hi Jaiden. We sincerely apologise for the difficulties you have experienced with us. The customer service team has contacted you back on this matter.

Posted 1 year ago

“Appalling customer service. Case was never sent, and it was like getting blood out of stone just to get the tracking number. Yodel classes it as 'incomplete', meaning it was never given to them. Have now emailed 5 times with no response and cannot find a telephone number to call them. Would NOT recommend”

Helpful Report

Posted 1 year ago

Apologies for the difficulties you've experienced with us. I have asked the customer service team to make sure you are dealt with urgently.

Posted 1 year ago

“Not a great experience. Would’ve been good if my luggage wasn’t damaged I think though. Ordered the set of 3 cases for £152. The largest one was damaged. Scuffs all over it and a chunk out of the bottom. Sent an email to customers services with a picture. Offered me £12 which wasn’t really acceptable considering the chunk out of my new case and the amount I’d just spent so requested a new one. Then, was told they’d need to pick mine up and send me one back “subject to availability”. Asked to check if it was available first as I’m going on holiday soon - only to find out it’s not in stock so I either return everything and be without a case, choose another large case that doesn’t match the whole set or accept £12 🙃”

Helpful Report

Posted 1 year ago

Please accept our apologies, I'm sorry you've had a hard time with us. I can see the team have responded back to you.

Posted 1 year ago

“Purchased brand new cases first time used wheels broken completely off”

Helpful Report

Posted 1 year ago

Hi, I can see you have contacted the team, they will respond to you as soon as possible. Apologies for any inconvenience this has caused.

Posted 1 year ago

“rubbish no good”

Helpful Report

Posted 1 year ago

Hi, the team has responded to you on the 18/07/23. We are really sorry about this.

Posted 1 year ago

“Shambles ordered by mistake as email for warranty replacement was so unclear”

Helpful Report

Posted 1 year ago

Hi, we are sorry you have faced any confusion, please check your junk mail because the email have resent an email to you.

Posted 1 year ago

“There are no TSA Lock Combination on the Luggage Set which makes poor security features. Have to spend money to buy third-party pad locks to secure the valuables inside the Luggage. Apart from this the luggage has hard case, fair space inside and easy to move around. Without TSA Combination lock makes any Luggage insecure and deserve only one star.”

Helpful Report

Posted 1 year ago

I am so sorry for this. Please contact our customer service team, they will be able to assist you with this issue.

Posted 1 year ago

“First one I bought started to come apart after first use. Got a refund and bought another direct which arrived faulty.”

Helpful Report

Posted 1 year ago

I am so sorry you've experienced issues with our suitcases, I can see our team has responded to you on this matter.

Posted 1 year ago

IT LUGGAGE is rated 4.3 based on 4,026 reviews