I bought a Fantana suitcase from Baggage factory seven years ago but did not use it until after COVID. On a domestic trip a wheel (spinner type) came off but without thinking much about it just pushed... See more
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Review summary
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I love the Hemel store, staff are always helpful and friendly. After purchasing a matching tote bag I arrived home and showed my Daughter who wanted one too. I ordered it online for free delivery and... See more
Company replied
Slight mistake in sending wrong colour luggage ordered, but sorted straight away, sent correct colour and picked up wrong colour. Cases are fab and great service. These things happen, but it’s always... See more
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Good big wheel but the four front wheels a bit too sensitive to go right left by itself and can cause accident when hit curb
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Company details
Written by the company
Welcome to Baggage Factory, your go-to for top-notch travel gear since 1997. With 20+ stores across the UK, we've got you covered for all your travel needs. From sleek luggage to handy accessories, find everything you need for your next adventure. Our friendly staff are here to help you find the perfect fit, and our online store offers convenience at your fingertips. Trust us to elevate your travel experience.
Contact info
London, IG11, London, United Kingdom
- 02085912111
- sales@baggagefactory.co.uk
- www.baggagefactory.co.uk
4.5
Excellent
275 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically takes over 1 month to reply
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See how their reviews and ratings are sourced, scored, and moderated.
Reply from Baggagefactory
Dear Customer,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
Reply from Baggagefactory
Dear Customer,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
Totally different design to that shown on website
Ordered a wheeled backpack to be sent a totally different design to that advertised on the website. The one I ordered had a separate wheel base but the one i received had fixed wheels on the bag. When a query was raised I was told it was an updated version, it was hardly an updated version it was their trolley bag which i purposely didn’t order. Why send a completely different design bag and hope that I’ll accept it 🤷🏻♀️ They could have at least emailed and told me the order was unavailable because I now have the hassle of sending this back and wait on a refund. Their website needs updating !!! Would not use this company again.
April 30, 2024
Unprompted review
Reply from Baggagefactory
Dear Customer
Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience and disappointment you experienced with your recent purchase.
We understand how frustrating it can be to receive a product that doesn't match your expectations, especially when it deviates significantly from what was advertised. We acknowledge that the explanation provided regarding the "updated version" was not satisfactory, and we apologize for any confusion it may have caused.
We deeply regret the inconvenience caused by the discrepancy between the product you ordered and the one you received. It was certainly not our intention to mislead you or to inconvenience you in any way. We understand the importance of transparency and accuracy in our product listings, and we are committed to improving our processes to ensure such issues are minimized in the future.
Your feedback regarding the need for updates to our website has been duly noted, and we will take immediate steps to address any discrepancies and improve the overall shopping experience for our customers.
Please rest assured that we are taking your concerns seriously, and we would like to make things right for you. We will promptly arrange for the return of the incorrect item and issue a full refund as soon as we receive it. If there is anything else we can assist you with, please do not hesitate to reach out to our customer service team.
Once again, we apologize for the inconvenience caused, and we sincerely hope for the opportunity to regain your trust in the future.
Warm regards,
Baggage Factory
First class communication
First class communication. Product arrived swiftly. Replacement screws eventually arrived after being let down by two different couriers, no fault of Baggagefactory.
April 5, 2024
Reply from Baggagefactory
Dear Customer,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
If you are buying luggage then this is the place to go
Great company to buy from. Customer service is amazing. I bought a large holdall which was fantastic value and very well made. Mistakenly I was sent a second holdall by the company. I reported the additional delivery to Admin sales and after some response they very kindly as a gesture of goodwill let me keep the additional holdall. Wish other companies had a customer service like this. Well done and will recommend and use again.
April 23, 2024
Unprompted review
Reply from Baggagefactory
Dear Customer,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
Visited Lakeside Retail Park
Visited Lakeside Retail Park, Doncaster where I had bought my suitcase. Had a problem with one of the wheels and Sally not only replaced all the wheels but she also replaced one corner. Sally went over and above her job and gave me excellent customer service!
April 20, 2024
Unprompted review
Reply from Baggagefactory
Dear Customer,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
Error corrected swiftly
Initially received the wrong size product. Sadly the size I had ordered is no longer available. That said, customer service was very slick arranging the return of the mis-despatched item and the refund at warp speed. In spite of my disappointment in not getting what I had ordered, the company is clearly very customer focused and I would recomnend
April 2, 2024
Reply from Baggagefactory
Dear Customer,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
Went above and beyond
Went above and beyond. They didn't have the colour we ordered in stock but sourced it from another shop - excellent
April 2, 2024
Reply from Baggagefactory
Dear Customer,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
Visited the Doncaster Lakeside shop…
Visited the Doncaster Lakeside shop today and was delighted with the service provided by Sally. I have bought suitcases, travel rucksacks and wallets from here for some years now. Today's experience re-affirms why i keep returning. I will definitely continue to reccomend this store to anyone.
April 13, 2024
Unprompted review
Reply from Baggagefactory
Dear Customer,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
Reply from Baggagefactory
Dear Customer,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
Good product
April 2, 2024
Reply from Baggagefactory
Dear Customer,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
Nice cabin suitcase
Nice cabin suitcase, easy to manouvre, highly recommend.
Update: I have just returned from a trip and pleased to say not a single mark, still looks brand new
March 26, 2024
Reply from Baggagefactory
Dear Customer,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
Very good is actually as advertised it…
Very good is actually as advertised it is what it says on the tin! Thank you for prompt delivery also.
April 2, 2024
Reply from Baggagefactory
Dear Customer,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
Absolutely outstanding service from…
Absolutely outstanding service from Baggagefactory, Malik went over and above to assist even delivering a spare wheel for my suitcase to my door himself.
A UK based company easy to contact and very customer focused.
Thank you so much
March 25, 2024
Unprompted review
Reply from Baggagefactory
Dear Paul,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
Ideal present
Super lightweight trolley with beautiful design. Very easy to assemble. My friend was thrilled with her birthday present.
March 4, 2024
Reply from Baggagefactory
Dear Cathy,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
Reply from Baggagefactory
Dear William,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
fast delivery service
March 4, 2024
Reply from Baggagefactory
Dear John,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
Great online ordering experience
Great online experience, extensive product range, easy order process, regular order updating and speedy delivery.
Pleased with the quality of the products received!
February 26, 2024
Reply from Baggagefactory
Dear James,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
A Happy Customer.and aVery easy website and first class…
Very easy website and first class delivery and notifications. Well done to all thank you.
March 4, 2024
Reply from Baggagefactory
Dear Customer,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
Excellent customer service
Sadly the company didn't have the colour option I wanted but did everything they could to rectify the issue.
March 1, 2024
Reply from Baggagefactory
Dear Customer,
Thank you so much for taking the time to leave us a 5-star review! We're thrilled to hear that you had a great experience with us. Your support means the world to us, and we look forward to serving you again.
Best Regards,
Baggage Factory
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