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
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Company replied
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
Company replied
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Good service
April 22, 2025
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Amazing service
Amazing service. I last time bought from their store in the Lowry. But I decided to order the same cases in different colours so all the families cases match.
Ordered the afternoon the day before and it arrives early evening next day. Super impressed!
April 22, 2025
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Cancelled for no reason
I placed my order online, then two days later received notification of a refund.
No explanation, no apology.
April 15, 2025
Best suitcase of my life?
Fareeha served me (i asked for her name) and she was so amazing and knew EVERYTHING about the bags. I think I just bought the best suitcase of my life. She was so warm and friendly I wanted to buy another bag!!!
April 18, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Fareeha was very sweet and demonstrated…
Fareeha was very sweet and demonstrated good customer service. She sold me a lovely fuschia suitcase. Will recommend as lovely selection of products for travel purposes
April 16, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Good experiences
Hi,
Thank you for your help fareeha we got a good bag for my sis n you are very professional .
By for till next.
100 recommended
April 14, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Guess bag
Hi,
We just got a bag from baggage factory Fareeha help me a lot .
Thanks Fareeha see you soon best wishes.
She is very professional and cute.
April 14, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Glint was very helpful went above and…
Glint was very helpful went above and beyond
April 8, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Fabulous customer service
Fabulous customer service .
Didn’t have item in stock so they sent me a suitcase free of postage charge .
Quality product great colours .
Thankyou
March 25, 2025
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Excellent customer service
Saw a bag in the window of the shop, which was unfortunately closed when I walked past on a Sunday evening. I telephoned the store the following day and Rana was most helpful. By Wednesday the bag was delivered to my home. Cannot wait to go to the store when during opening hours.
Thank you Rana, excellent service.
March 31, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Wrong size delivered
Wrong size delivered. I had to go out of my way to take it to some dodgy Evri office to return it.
March 24, 2025
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Very effective delivery of the product…
Very effective delivery of the product we ordered. The bag was of high quality much as we have expected as we have bought similar products in the past
March 14, 2025
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Rana from Westfield Stratford was very…
Rana from Westfield Stratford was very professional, he guided me to find right luggages on a short time. Bought two luggage’s for £178. Highly recommended.
March 27, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Great choices and helpful staff
Was at the O2 store and Melissa was super helpful, polite and professional. Amazing!
March 22, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Amazing customer service!
I made a last minute trip earlier this week to get myself a suitcase I desperately needed for holiday. I was stressed about getting one as I fly on Monday and have left it very late but Ashleigh had helped me quickly decide on the right size one I needed! Thankyou Ashleigh again brilliant customer service and saved me from shopping elsewhere, will definitely be returning to this shop!
March 19, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
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