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
273 reviews
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.
Very helpful staff at Trentham shop
Very helpful staff at Trentham shop. Great range of bags to view but didn’t have the size we wanted. Ordered online and had great service and communication from baggagefactory.
January 2, 2026
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Poor Delivery
Product was great and just what we wanted. However there delivery contractor was not good. They gave us a date when it was coming. We changed our arrangements they gave us a time then cancelled delivery. Next day they said it would be at a time we changed our arrangements only for them to change the time.
December 1, 2025
Reply from Baggagefactory
We’re sorry that your experience didn’t meet expectations. Please reach out to our customer service team so we can assist you further.
We like the suitcase as we have had two…
We like the suitcase as we have had two before. However delivery communication was poor. Plus as third time customer a small discount would have been good but non of the codes we had worked.
November 21, 2025
Reply from Baggagefactory
Thanks for the amazing 4-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Speedy delivery and the shopping…
Speedy delivery and the shopping trolley was just as described.
November 5, 2025
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
good delivery and on time use the case…
good delivery and on time use the case all the time
November 3, 2025
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Great colour scheme which fits my role…
Great colour scheme which fits my role as Volunteer Park Ranger
October 22, 2025
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
I actually had this delivered to a…
I actually had this delivered to a friend that will be bringing it to me! I bought the smaller one in the store and loved it so had to get the next size!
October 13, 2025
Reply from Baggagefactory
Thanks for the amazing 4-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Great product great service
Saw what I wanted in the shop the lady there is always so helpful, but wasn’t in stock there so went online and ordered it from there.
Great product super quick delivery and free highly satisfied and one happy 8 year old daughter.
October 20, 2025
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Great looking product yet to be tested
Yet to use suitcases but arrived
In a timely manner and look good quality. Little bit more communication would have been appreciated otherwise would have been a full 5 star
October 17, 2025
Reply from Baggagefactory
Thanks for the amazing review! We’re so pleased you’re happy and hope to see you again soon.
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Fast & efficient delivery
October 13, 2025
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
From start to finish a 100%
From start to finish a 100%. Easy, shoppong, ordering, payment service and promt delivery.
All excellent
September 24, 2025
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
The Cargo bag is so useful
The Cargo bag is so useful
I can not get that size anywhere for such a good price.
I am extremely happy with the bag and speed of delivery
September 16, 2025
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Awful service.
Purchased a set of 4 suitcases online. Only 1 case was delivered. BF refused to send the other 3 cases.
Such poor customer service- failed to acknowledge the breach in contract and refused to rectify the problem.
September 8, 2025
Reply from Baggagefactory
We’re sorry that your experience didn’t meet expectations. Please reach out to our customer service team so we can assist you further.
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Value for Money
Fast delivery all the time, great packaging, easy check out. Durable suitcase
August 27, 2025
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Super price and quick delivery
Super price and quick delivery
Found a American Tourist Disney case in stock and delivered within 3 days.
Fantastic service
thank you and will deffo recommend
August 19, 2025
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Amazing customer service from Gillian…
Planning our first family holiday abroad and overwhelmed on all the luggage allowance & sizes of baggage etc we visited junction 32 / Castleford store. As soon as we met Gillian she was helpful & knowledgeable on the different airlines & their baggage sizes etc.
We chose our suitcases & she orders in the different colour we wanted. I still called the store several times double checking & both Gillian & Abbie gave amazing customer service.
Thank you ladies your a credit to the company 😊
June 1, 2025
Unprompted review
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Good big wheel but the four front…
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
July 31, 2025
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
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