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
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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
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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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The Baggage Factory communicate well…
The Baggage Factory communicate well and sorted a glitch quickly
The range they sell is varied stylish and robust and certainly managed all the fruit and veg I bought from the Market
January 29, 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! 😊
Have not used the cases on holiday yet…
Have not used the cases on holiday yet but they look and feel a quality product.
Staff also applied my 10% new account discount after I noticed I had not applied it at the checkout stage.
January 27, 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 taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Luggage
Already had a holdall of same make so happy to order another. Easy to order, reasonable price, and quick delivery.
January 13, 2025
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
An amazing suitcase for frequent travelers ⭐⭐⭐⭐⭐
I recently bought this suitcase from Bagage Factory, and after a few trips, I can confidently say it’s one of the best I’ve ever owned. It’s incredibly lightweight, which allowed me to pack more without exceeding weight limits. The 4 swivel wheels are a game-changer—they glide effortlessly, even when I’m rushing through terminals.
The design is both sleek and sturdy. Despite the rough handling at airports, it has no scratches or damage. The interior is well thought out, with plenty of compartments to keep everything organized during my travels.
Honestly, I didn’t expect such premium quality for this price. I 100% recommend it!
January 24, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Poor After-Sales Service and Durability Issues
I purchased a £200 luggage bag from Baggage Factory’s Trentham Gardens store in August 2023, expecting a high-quality product. Unfortunately, just 15 months later, a buckle clasp broke due to what appears to be a design flaw. This rendered the bag unusable as a carry bag.
When I contacted the store, I was told to email customer service, only to be informed that the company’s 1-year warranty had expired and they would not assist further. A member of staff even described the bag as “old,” which felt insulting given that I have leather goods decades older that remain fully intact.
For a premium product, the durability and after-sales service are incredibly disappointing. Under the Consumer Rights Act 2015, goods should last a reasonable amount of time, but the company dismissed my concerns. I was advised to seek out a local repair specialist at my own expense, which is unacceptable for such an expensive item.
I will not be shopping with Baggage Factory again and would advise others to think twice before purchasing from.
January 23, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Thank you to Rana at Baggage world
Thank you to Rana at Baggage world, for assisting me in finding suitable luggage
January 20, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Set of 4 Advertised - Sent 1
It was advertised as a set of 4, turned up as 1 bag. Customer service tried to say we had to pay them to return the item.
The package clearly stated piece 1 of 4. To add to that, the price tag it came with was cheaper than their "sale price".
Customer service did offer a free refund once I explained what trading standards are though...
However, it did ship very quickly, which was nice.
January 7, 2025
Baggage World in Westfield Stratford
Baggage World in Westfield Stratford - Rana was absolutely amazing, very informative, helpful and kind.
It’s so good to see great customer service being upheld, especially when you’ve had a long day. Highly recommend!
January 8, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Fantastic Store and Staff
Fantastic service at the store.
I called in last week to Dalton Park to look for new luggage as the airline I travelled with severely damaged both cases making them unusable.
They did not have two matching cases so the store ordered them for me. I mentioned about my damaged suitcases and she advised me to contact the airline to make a claim. I did this on her advice and have been provided with two new Antler cases by the airline at no charge.
I had to cancel my order but the lady was so nice about it and happy that I had received my two new cases from the airline. (Thank you jet2)
I would happily use this store for any type of luggage
Lovely helpful staff
Don’t hesitate to call in.
January 2, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Rana was great and very gentil
Rana was great and very gentil. he quickly solve our problem and we are really happy with the service he provided.
January 4, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Great advice, good suitcases with warranty’s
Lorraine at Dalton Park shop was really helpful today. Great advice and no pressure. We bought 2 suitcases that come with a years warranty and we are very pleased with them. There was a good choice in store too.
December 31, 2024
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Great fast service and excellent…
Great fast service and excellent quality products. I'm on my 3rd purchase. Well done.
December 16, 2024
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Incorrect case delivered and packaging…
Incorrect case delivered and packaging was not good. Wrong box.
November 27, 2024
Good product with good service.
The confirmation e-mail showed I had ordered the wrong colour. Although they did not reply to my request for a change it was actioned anyway and the right item arrived. Very pleased with the speed of service, the packaging condition and the overall product quality. It was for a gift and the recipient is delighted. Well done.
November 13, 2024
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
I ordered shopping trolley but it feels…
I ordered shopping trolley but it feels small then 60. Quick delivery. Yes I will order again from you.
October 10, 2024
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Rana from Baggage World at Westfield…
Rana from Baggage World at Westfield Stratford provided excellent service today with my small under seat suitcase. It was a shame this was the last one of this colour (pink) but Rana had done a great job.
November 2, 2024
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
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