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.
First time order from baggage factory
First time order from baggage factory. Quite impressed with service, parcel arrived in good time and happy with product which was of good quality
October 18, 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! 😊
Excellent service
Excellent service. Value for money extremely pleasant and helpful. Would definitely recommend them.
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! 😊
Shopping trolley
Love this shopping trolley very good value for money very please with it would buy again
October 8, 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! 😊
A Great bag- great value!
Easy to order, prompt friendly delivery. Great Value for money and well made.
Large capacity bag- love the separate zip compartment at the base of the bag for shoes etc. lots of additional pockets. Looking forward to taking it on holiday next month!
October 14, 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! 😊
I ordered the wrong colour but the shop…
I ordered the wrong colour but the shop at Dalton Park, Murton helped me with the exchange. So that was 5+ stars. The lock won’t work on one case so having to go back again to the shop.We bought two 28” Fontana Venice in green. We go away on Saturday.
That’s why I’ve given 4 stars.
October 14, 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! 😊
Completing the order was very simple…
Completing the order was very simple and easy with great customer care. The delivery was very fast and courteous. I an really impressed with the service. Thank you
October 14, 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! 😊
Excellent Customer Service
Following a recent holiday, we noticed that one of the feet on the bottom of our suitcase had dropped off. I emailed Customer Services and a replacement part was posted out to me.
Very prompt and efficient service. Thank you.
Mrs C King
October 14, 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! 😊
Came in 1 day which I needed
October 3, 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! 😊
Very pleased with my purchase
Easy to navigate website. Good value for money. Speedy and efficient delivery. Goods were as described, I was very pleased with my purchase.
October 3, 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! 😊
Prompt and efficient delivery
Prompt and efficient delivery. Great bag. Perfect for air travel.
October 2, 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! 😊
The delivery was fast
The delivery was fast, received it the next day from ordering. Trolley is good no problems so far
September 25, 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! 😊
it was just perfect
September 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! 😊
Truly excellent customer care…
I had a problem with a hardshell suitcase bought from the Baggage Factory - the corner plate holding one of the wheels to the suitcase had been damaged during a recent cruise. The Baggage Factory after sales service was superb. I reported the problem to them and within 24 hours I received - free of charge - the replacement parts I needed. The repair was very simple, just four screws to undo then put back in place. The whole thing took no more than five minutes. Truly excellent customer care.
P J Edmeades
Stome-on-Trent
September 26, 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! 😊
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 had 2 sets Eagle London hexagon…
After initial upset over my suitcases ..... the head office were superb and so helpful managing to find us replacement wheels .
September 16, 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! 😊
VERY HAPPY
Ordering the bag I needed on line was very easy & the delivery super quick with notifications sent regularly updating delivery etc. Had a minor issue once the bag arrived but this was resolved to my satisfaction very quickly. Would definitely recommend this company for great value items & fantastic customer service!!
September 6, 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! 😊
Good value and great customer service.
Bought 2 'Eagle' hard shell cases from the Gloucester Quays outlet. One was fine, the other had a problem with the lock and a wheel. Absolutely great customer service, all sorted out very quickly. Could not have been more friendly or helpful.
Good value and great customer service.
September 8, 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! 😊
Excellent service
Excellent service - suitcase was easy to order, great price and excellent delivery
August 27, 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! 😊
Poor quality beware
Quality of product poor, after 1 use the bag was scraping the fabric. Poorly designed bag(duffle with wheels)
The policy is once bag is used on an airplane they won't cover but this damage has nothing to do with the flight.
August 29, 2023
Unprompted review
Reply from Baggagefactory
Thank you for sharing your feedback with us. We’re sorry to hear that the duffle bag did not meet your expectations. Your experience is important to us, and we regret that the product didn’t perform as it should. We would love to make this right for you. Please reach out to our customer service team directly by emailing sales@baggagefactory.co.uk so we can further assess the situation and explore possible solutions. Your satisfaction is our priority, and we are committed to finding a resolution.
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