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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great bag and excellent service.
June 24, 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! 😊
Awesome pricing
Great customer service by Rana at Westfield Stratford. Unbeatable prices.
June 29, 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! 😊
Westfield Baggage World shop
We visited Westfield Baggage World shop and Rana was so helpful and customer focussed. He understood our needs and tailored them Accordingly. I would recommend buying from this shop.
June 28, 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! 😊
Delivered promptly
Delivered promptly, as promised. The suitcase seems to be of good quality. Happy days.
May 29, 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 SHOULD BE ATTACHED INSTRUCTION HOW…
IT SHOULD BE ATTACHED INSTRUCTION HOW TO PLACE THE BAG.
June 5, 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! 😊
eagle 1975 spinner trolley case red.
i brought a suitcase with the number lock built in,on the 3rd of september 2023,so not had it for a year it and the lock jammed which meant i couldn,t release the zip runners to get into the case,and it had my money,and travel documents inside,i had to force out the zips in the end to open it,and its a good job i had my tsa padlock with me so that it would be secure to get home,i will never buy one with this lock again,and i hope i can get a refund or a replacement.
June 4, 2024
Unprompted review
Would recommend
Website very easy communication good. I've not used the bag yet but the quality is good.
The delivery wasn't great the way it had been packed was insufficient not enough protection so package a bit battered hence only 4 stars
June 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! 😊
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 prompt delivery.
May 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! 😊
False advertising
False advertising. Lovely staff but don’t be misled.
Nearly bought a case that said was £240 now £119.
This was on a big sale ticket. When I looked at the swing ticket it said RRP (Recommended retail price).
Now as most people know RRP is a sales ploy and rarely does anyone sell for this price. When I asked when and who sells the Fantana suitcases for £240 she said not us and neither could I find one online anything like the £240 it was supposed to have been for that brand. So the WAS price never was. I’ve never trusted most of these outlets this is a good reason why.
P.S. just found the same case on Amazon not in the sale for £120 so you could save £1 but not the £121they say you are saving.
P.P.S. Just found a set of three of this exact suitcase for £270. You couldn’t make it up.
May 13, 2024
Unprompted review
Reply from Baggagefactory
Dear Alan,
Thank you for taking the time to share your feedback with us. We sincerely apologize for any confusion caused during your recent visit to our store.
We appreciate your kind words about our staff, and we're sorry to hear that your experience did not meet your expectations regarding the pricing information displayed. We strive to provide accurate and transparent pricing to all our customers, and it's disappointing to learn that this was not reflected in your case.
Regarding the pricing discrepancy you encountered, we understand your concerns and want to clarify that the "Was" price indicated on our sales tags refers to the manufacturer's suggested retail price (RRP). While we do aim to offer competitive prices, we acknowledge that the RRP may not always align with current market rates.
We value your feedback and take it seriously in our efforts to continually improve our service and communication. If you have any further questions or concerns, please don't hesitate to reach out to us directly.
Additionally, we kindly ask if you could specify the branch you visited, as well as mention your experience of almost purchasing the item but ultimately deciding not to. Your detailed feedback will assist us in addressing any issues and ensuring a better shopping experience for all our customers.
Thank you once again for bringing this matter to our attention. We hope to have the opportunity to serve you better in the future.
Warm 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
Professional and kind sellers
Professional and kind sellers. I mixed up the locks, and the staff resolved the issue quickly and accomodating me.
May 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
Great price, delivery time and customer service.
Ordered a shopping trolley online and it arrived 2 days later. I thought it was damaged and rang customer services. They phoned me back straight away and explained the parts were just to protect the parts for the wheels to be fitted. Great price and fantastic customer service. Easy to put together (put the bag through the top back slot) to install. Very impressed with company.
May 10, 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
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 nice shopping trolley which was…
Very nice shopping trolley which was delivered promptly.
April 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
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
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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.