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

“Prompt delivery”

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Posted 1 year ago

Thank you for your review! Maybe you could change the star rating to mirror your experience ;)

Posted 1 year ago

“My suitcase arrived with lots of black marks on all around the front and back , I have managed to remove a few with a wet cloth and water but still a few reming. I’m guessing it may have happened when getting delivered. It’s not the end of the world jsut annoying when you’ve spent £75 + on a new suitcase. Otherwise it’s exactly how it’s shown in the photos and I’m please with the size.”

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Posted 1 year ago

We completely understand your points Rachel, and we are sorry that the suitcase turned up in this state. Drop the team an email with your order number as the subject and we will sort out a discount for you :)

Posted 1 year ago

“Ordered a cabin case a week before holidays so should have had at least the 5 working days for delivery. After 3 days courier reported they couldn't deliver as the item was damaged and had been returned to supplier. Still 2 working days to go but they couldn't send another to arrive in time.”

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Posted 1 year ago

Hi David, please accept our apologies for this. Drop the team an email should you need any assistance regarding this.

Posted 1 year ago

“Still haven’t received the item but asked to provide a review, shocking service”

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Posted 1 year ago

Please accept our sincerest apologies for this Gareth. I can see that the team have been in contact with you regarding this.

Posted 1 year ago

“I received a case which had clearly been used before (see photos). The wheels were dirty, there were scuff marks all over the case and the handle had black sticky residue all over it. This seems to be a common thing. I emailed customer service and it took them over 3 days to respond to my email and when they did they ignored most of my questions. I am yet to receive a further response. I also paid extra postage for the package to arrive in time for my most recent trips which I was unable to use the case for. I now have to pay postage again to order another case and no refund or discount has been offered. Based on this experience I won't order again!!”

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Posted 1 year ago

Hi Sophie - Thank you for brining this to our attention, it certainly is not acceptable however, i can see that the team have helped to resolve this issue now. Thank you for your patience :)

Posted 1 year ago

“Good cases, poor delivery partner in Yodel . Most snnoying of all I bought through Topcashback and should have received 8% cash back … not credited to my account so really poor experience for me . Two time purchase from It Luggage … the first time and the last time .”

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Posted 1 year ago

Hi David - We are sorry that you have not had a satisfactory experience with us.

Posted 1 year ago

“Goods arrived damaged , looked like they had previously been returned , taped up again and sent back out really disappointed”

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Posted 1 year ago

Please accept our apologies for this Andrea. We do not know why this has happened but I have chased this up in the mean time.

Posted 1 year ago

“My package arrived in a horrific state. I appreciate that this is not IT luggage fault but packaging has just fell to pieces. I'm awaiting a response from customer services”

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Posted 1 year ago

Hi Rebecca, this looks awful! We are really sorry about this. I can see that the team have been emailing you in order to get this resolved.

Posted 1 year ago

“Product wasnt delivered and still being charged, unbelievable”

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Posted 1 year ago

Hi Nicola - Apologies about this, I can see that the team are dealing with your query now. They will resolve this ASAP.

Posted 1 year ago

“Main zip fell off on the first use.”

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Posted 1 year ago

Hi - Please fill out one of our online contact forms so that the team can look into this for you :)

Posted 1 year ago

“The first time we used our 2 new IT suitcases the zips came apart during transit and cases were open on the carousel. They are not fit for purpose. Have raised the issue with IT Luggage directly requesting a full refund as we cannot use the cases again and they have blamed the poor quality on baggage handlers. So much for a 10 year warranty. Will never buy IT products again and will spread the word about shocking customer care.”

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Posted 1 year ago

Hi Mark - We have looked through this and can see that the damage on your suitcase was caused by the airline baggage handlers. This unfortunately is not covered under our warranty. Apologies that we could not resolve this for you.

Posted 1 year ago

“Paid for 2-day delivery as needed the luggage ASAP as existing case broke - never arrived”

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Posted 1 year ago

Hi Anton - I can see that the team got your order sent out again to you. We apologies for any inconveniences caused.

Posted 1 year ago

“You ask me to review the Lykke cabin case that I recently purchased. I have not used it yet. All I can say is that it meets the specification stated on your website and fits neatly in my cupboard. I see the system does not accept an answer unless I give a "Star" rating. I have given one star simply to send this comment.”

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Posted 1 year ago

Thank you Mark - please let us know what you think once you have used it :)

Posted 1 year ago

“Lovely case, however advertised as EasyJet under-seat cabin suitable. NOT TRUE, had to pay £40 to take on board.”

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Posted 1 year ago

Hi Lesley - please accept our sincerest apologies for this. I can see that one of our team members is in correspondence with you.

Posted 1 year ago

“Yodel didn't deliver sent back use another courier if Amazon & Royal mail & all others can locate property then why can't yodel fuming to say least when they say can't access property & lie!”

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Posted 1 year ago

I've got the team to look into this now!

Posted 1 year ago

“Not arrived as yet--possible weather issue”

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Posted 1 year ago

Hi George - I've got the team to look into this for you.

Posted 1 year ago

“I have still not received a response!!!! Discussing!!!”

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Posted 1 year ago

Hi Lauren - your case has been dealt with by the team! Apologies if there were any delays.

Posted 1 year ago

“I am hugely disappointed with IT Luggage Customer services. They do not offer any phone number, you can only email them. I ordered a cabin luggage for my daughter’s birthday and the suitcase arrived damaged - badly scratched. I emailed them in the very first day, send them photos and a video. No one came back to me. DO NOT EXPECT ANY CUSTOMER CARE. I WILL NEVER BUY ANYTHING ELSE FROM THIS COMPANY!!!!”

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Posted 1 year ago

Hi Helena - we are really sorry about this. I can see that the team are sending you a replacement suitcase! :)

Posted 1 year ago

“I had a very bad experience. Two orders and both were not delivered.”

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Posted 1 year ago

Hi Fahim, we are really sorry on behalf of our courier for this. The team have refunded you now! :)

Posted 1 year ago

“Luggage arrived damaged and was offered 20% discount after feeding this back. We paid £90 for the luggage and it arrived dented, after emailing back i did not think 20% was acceptable i was told this is all they can offer. I then received a 20% refund on my pay pal without agreeing it. I wanted a replacement but was not given this option just 20% placed back in my account. I dont mind paying for quality but expect it to be right, it may not be the companies fault it arrived damaged but you need to own it and give the customer a quality product they have paid for.”

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Posted 1 year ago

Hi Danielle - We can see that you accepted the discounted amount from the team and it was explained that no more than 20% could be given.

Posted 1 year ago

IT LUGGAGE is rated 4.3 based on 4,027 reviews