Review Time
I had requested 2 replacement wheels for my cabin size suitcase last year. After I had provided all the photos and documents, the staff confirmed that they would order the wheels from their China factory and they did warn me it would take a few months. However, after a year's long wait, they told me that the wheels were lost in transition. As the suitcase was not in production anymore, they offered to send me another cabin suitcase as replacement. Once I decided the style, the delivery only took a few days which was a surprise! Anyway, I always like it Luggages as they're very light. I have a collection of suitcase in different sizes. Although I have to wait for such a long time to get the replacement, I'm still happy about the service. And their customer service staff are all very nice and helpful. They always respond within a few hours.
The handle on my IT cabin case failed after five trips, but not to worry as it was insured for 10 years. I emailed IT and 4 days later I have a replacement case. A better one !
Such wonderful customer service from Rhea at IT . That’s why I only buy IT luggage
I am very satisfied with the service from IT Luggage!
I had an issue with the telescopic handle on my suitcase, so I contacted customer support. They responded quickly, and the communication was polite and professional. Without any hassle, the company sent me a brand-new replacement suitcase under warranty and even told me I could keep the old one.
This kind of customer care is truly impressive — it’s clear that the company values its customers and cares about its reputation.
Thank you, IT Luggage, for the excellent service and responsible approach! I can confidently recommend this company. ⭐⭐⭐⭐⭐
Got replacement wheels for my suitcase as the others had worn out (our fault not really the product) and the case itself was like new. Service was great & wheels easily replaced.
Placed an order for two kids cases ! Easy process through the website!! I was kept updated !! 24 hours later both cases arrived!! Wonderfully packed ! Suitcases are amazing!! 5 stars cannot recommend enough!! Brilliant brilliant company
After some luggage handling oaf, at an unnamed airport in France, stood on the back of my case and bent the extendable handle beyond use, a message to Customer Service solved the problem.
I would like to say that IT Luggage’s customer service, as provided by two contacts who shared the fix (and no doubt other members in the team), has been exemplary with responses to emails coming in over weekends and/or late into the evening.
On a personal level, I get so frustrated with the waste created in our “disposable” society. The ability to repair an item and give it an extended life is a very good thing. A side benefit of this to me, is that I see the IT Luggage philosophy as truly customer focused and I would ensure I purchase any new luggage I need from your range, and I wouldn’t hesitate to recommend your products to friends and family.
I bought a 3-piece suitcase compatmebt set in November 2025, for around £100, and unfortunately two of the suitcases were faulty. The large case had loose stitching, and the medium case had a broken wheel.
Customer service told me they would send a replacement wheel from China, but I still haven’t received any update. I said can I return it to which they don’t agree.
For the large suitcase, they said they couldn’t provide a replacement because none were available, (even though it’s still available on their website) so instead they offered me a £40 allowance to choose another item. They also told me that anything above £40 could be paid by me.
However, when I selected a replacement costing more than £40 and offered to pay the difference, they changed their position and said I could only choose one single item, not a set, no matter if I was paying extra.
After around 35 emails back and forth, the issue is still unresolved. I have repeatedly asked for a call from the managerial team, but I have received no response.
This has been extremely frustrating and time-consuming, and I’m very disappointed with both the poor product quality and the lack of proper customer support. I would not recommend this company.
I have several sets of IT luggage as I had confidence in the brand quality and trusted their warranty policy. Until recently I never any problems with my luggage had a reason to complain.
I packed a new luggage set for a trip in November and only realised on unloading bags from the car at the airport before checking in that one of the bags had a crack at the base. I ended up utilizing the baggage wrap service at the airport to try and minimize continued damage. I submitted a warranty claim on the 18th of December with pictures of the bag and all the requisite details. I received an automated response that 1 would receive a response within 24-48hours. Its been months and I am yet to receive said response despite repeated follow up emails to the customer service team. I have failed to find a helpline number or any other way to get a response.
This has dented my confidence both in the quality of the products and in their customer service.
IT luggage indicated they have sent responses to my email addresses. I have checked my email including the spam box and not received anything from them. I am not sure where their emails are going to -but a response to my latest follow up email sent yesterday would ensure their response comes to the correct address that I frequently receive their promotional information.
The luggage has been excellent thus far. There was a minor issue with one suitcase that couldn't be resolved, so the company provided a replacement under warranty. They truly stand behind their products. The support team was exceptional!
The luggage has been excellent so far. There was a minor issue with one suitcase that couldn't be fixed, so the company sent me a replacement under warranty. They genuinely support their products. The representative in customer service was exceptional!
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At the forefront of luggage design since 1985, we believe your luggage should be a reflection of your individual style and the journey you are making. With this in mind our in-house UK design team creates more than 150 new ranges every year, striving to offer true value for money without sacrificing style, durability or limiting our selection. We want to aid stress-free travel so you can focus on the more important things…..like pool or beach today?See more
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