HB LONDON Reviews 

So happy with the suitcases I ordered for my daughters birthday. Sammie went above & beyond to get these rushed through as I had been let down by another company called “Dyefor”
Would highly recommend- amazing service from HB London.

I’ve previously ordered twice from HB London, and would highly recommend there products to anyone, very high quality products! There customer service is second to none, on my recent purchase one piece of our luggage had a defect on it, I emailed Sammie sent her a few pictures of the defect and asked how to rectify this, and within 36 hours a new piece of luggage was at my door step. I’m sure it won’t be my last purchase from this company, I wouldn’t go anywhere else for products like this, I cannot recommend them enough.

Love my suitcase! Thanks so much x

The worst experience I have ever had purchasing online. My order was placed in early May and as other reviews on here state, there have been supplier issues hence an extended delivery date which meant for one holiday I was without the suitcases that I really wanted to take. I’ve had to fight for updates on the arrival of my suitcases. The suitcases eventually arrived all three damaged. They were collected a day after stated and I was promised that these would be delivered in time for my holiday on Monday, the 20th of June. As I said here I have been constantly ignored for the past few days, I have absolutely no idea if my suitcases are going to arrive today. I currently am unable to drive which means I will have to get a taxi to a nearby city to try and buy more suitcases which is incredibly stressful when you are about to go on holiday for your 40th birthday. I wouldn’t mind if someone had actually taken the time to pick up the phone and explain what the issue is and that I was unlikely to receive my cases for Monday so I could possibly have got a next day delivery today to provide me with something. I also believe I’m entitled to a refund for receiving damaged goods and the extended deadline not being met. I will say that Sammie has tried her best but I’m incredibly disappointed to be left here without any communication for what was one of the most important events for me. These were ordered especially for an extended holiday to celebrate a very special occasion and I am absolutely disgusted that they do not have the decency to respond to any emails. I would highly avoid ordering from this company as the customer service is shocking, the products that have come have had to be returned once. I also ordered a business suitcase which is arrived and underneath the plastic you can see somebody’s hair which is absolutely disgusting and I’ve requested that someone contact me about this as well but yet again no response.

I’ve purchased 2 orders with HB London and their customer service is incredible. Any questions or concerns were dealt with almost immediately. I can’t fault the quality of the products and look forward to using them for a very long time!

A small business with a beautiful product. Would suggest at busier times to alter timescales to ease disappointment. In my experience my order passed the days advised and contacting the company is quite hard. Although behind the scenes they made every effort to ensure my suitcase was delivered in time. Even with a special delivery from one of the couriers directors! The suitcase is fabulous and a great way to start my holiday!!

Really poor. I placed an order on the 11th May, anticipating that it would be delivered in time for a break around three weeks later. Still after the delivery SLA passed and the shop app was still showing it was outstanding. So I wrote to HB London, took a few days to reply which I was then told an email had been missed from the designer around font size. Fine these things happen, human error etc, but I responded immediately. This email wasn’t even then picked up for days (considering it was their fault, I would have thought they would have made an effort). Three weeks down the line, nothing, every time I send an email, I don’t get a reply for days. I was even told quiet bluntly that the website says it takes 72 hours (three days) to reply but funny that because now it’s currently on 4 days without a reply so they can’t even fulfil that obligation that they were quick to throw at me. It’s now one month since my order, absolutely nothing , radio silence from HB London. Really really disappointing, poor experience, poor customer service response times. I would strongly discourage.

Poor customer service skills.

Ordered suitcases for our honeymoon, we used HB London as they were the company that gave us a delivery date that would guarantee we would have our cases in time.

Once the dispatch date had come and gone I emailed to ask for an update to which I got no reply, I messaged on instagram and Facebook to which I got no reply and then emailed for a 2nd time.

When I did get a reply I was given the excuse that the buisness only has 2 people working for them and that’s what takes them 5 days to reply to customer emails.

I was then told they had an issue with their supplier but they couldn’t tell me if my items was part of the issue or not and I just had to wait.

I ordered a suitcase for my partner he had only used it twice !! Come to use it for the third time and the zip had completely come away from causing a hole in the suitcase. Tried to contact the company via email and received nothing, I then continued to message them on Instagram and again nothing ! The suitcases are expensive and you expect 10/10 quality. Would avoid buying from this company.

Ordered a suitcase on may 3th and still hasn't been dispatched despite them telling me between 7-10 days, also rude customer service and are now ignoring my emails. They only care for famous people and delete your messages under pictures on Instagram. Trash company

Large suitcase is of really bad quality. Wheel broke first time using it! Customer service wasn’t prepared to help and emails take over a week to be responded to! Would not recommend at all! Really disappointing!

A lovley person called Sammie, helped me get my order fast tracked so I could have it when I went on holiday! Such a lovley person and a beautiful case! ❤️

I ordered a case as a present and it is gorgeous. I needed it quite urgently and their customer service (Sammie) was fabulous. She told me she would try as it takes so many days to prepare and ship, however managed Ron fast track and ship it for me. I will definitely use this company again and recommend it.

Thank you Sammie for all your excellent customer service skills.
You fast tracked my suitcase So I have it to go away this weekend. It arrived this morning .Your communication has been first class and I really appreciate the time you've taken You are a credit to the company I will definitely use you again and recommend you.Thanks again Sammie.

Sammie was a great help! I was worried my suitcase wouldn’t arrive in time for my holiday. But she went out of her way even though there was a back log on orders to fast track my order! Completely saved my holiday. Much love!

Really helpful company got my suitcase here early for me thanks so much for your help

Terrible customer service and a suitcase that doesn’t work. I’ve had my suitcase 6 months. From the moment I received it I complained about marks on the case last October. The following month Nov 2021 I tried to use the suitcase and I cannot lift the handle when clothes inside.HB will not replace, or refund. Will add a clip of me trying to use the suitcase on instagram, please watch before buying. I was told to send the suitcase back to see if they can fix it. Reply from HB London I need a bigger case. In the video you will see me lifting it off the floor because it’s that’s light with a few items in and the handle won’t pull up. Stay away the suitcases are no worth the money.

This company went above and beyond to make sure my son had he’s matching suitcase to match mam and dads
Highly recommended and will defiantly use again

Dapple family 😁

Top class suitcase with even more top class people working for them. Usual time is about two weeks for a suit case which I didn’t know when I ordered. I had four days before I went on holiday and I addressed this to them which then then managed to sort a special request out and get it shipped the day before I flew. Couldn’t ask for anything more from them.

Shout out to Sammie for sorting it and being a g

We ordered our matching personalised suitcases for our wedding holiday abroad and we’re so worried we wouldn’t receive them in time. But after speaking to Sammie (who was so so helpful!) she chased up the supplier for me and got our suitcases delivered in just 8 working days from the date of order! So impressed with the service and her lovely emails of reassurance, and the suitcases just speak for themselves; such a good quality and so stylish! Thank you Sammie and HB London x