it Luggage Reviews 

I had a problem when the airline broke the lock on one of my new cases. ITL customer services were great, and supplied a new lock as soon as they could. They were very helpful and kept me informed. Items break, especially when at airports, it’s how problems are dealt with that matters. I always complement good after sales service.

I recently had to contact it Luggage regarding a damaged wheel on our suitcase. It was damaged in transit and not a manufacturing defect. They quickly sorted me out, at a very reasonable price with 2 replacement wheels.
I was advised they may take up to 7 working days to arrive, but cam e within 3 days.
Excellent customer service.

Placed an order on the 31st of May, still not received an email to say my item has been dispatched over a week later! Emailed and sent a form, also contacted through social media and still no reply from customer service. Disappointed as needed the items for my holiday - Wouldn't recommend unfortunately :(

I placed my order on 27 may and pay extra for the next day delivery. And it is 8 of July but I didn't receive my product yet and don't know will I receive it or not and if I receive it it will be in a good condition or broken.

I bought a suitcase which I am really happy with. Unfortunately one of the wheels got damaged whilst travelling so I contacted IT who acted promptly and efficiently and sent me a replacement wheel which I received today. There was no cost and all in all the customer service I received was excellent.

I placed an order a week ago and the order is still showing as 'unfulfilled', but they've taken the money. I've had no email advising of any shipping delays or anything. I've emailed, phoned and contacted on social media but have had no response. I move house next week and go on holiday the following, so I need to either receive my order this week or cancel. I wish I'd looked at the latest reviews before ordering.

Ordered on 2nd June - order been processing for 6 days with no update . Now on customer service there’s a message about delays! Doesn’t help when you order luggage for a trip and no mention of delays beforehand. Happy to take your money quickly enough

Terrible place to work, warehouse manager Jill has a lot to learn how to treat people, screaming and constantly threatening with getting sacked.
Super unprofessional. Worst menager I ever worked for.

Bought a 3 piece set and after a short flight to Barcelona a big rip on the back of the big one - contacted It luggage and recieved a " computer says no " response saying claim through airline.
I do think that their suitcases should be able to withstand a two hour flight !
Wouldn't recommend the product or aftersales care .
UPDATE
JUST SAW THE EXACT SAME RESPONSE BELOW FROM it LUGGAGE - My point is your suitcase isn't fit for purpose- it split after a 2 hour flight.
Do you only have one reply ???

I have purchased luggage directly from the IT Luggage website several times over the years and have always been very satisfied. My orders were usually delivered promptly, and I regularly paid for next-day delivery without any issues.

Unfortunately, my current experience has been very disappointing. I placed an order for four items and paid for next-day delivery. While three items have been delivered, one suitcase is still missing. Both DPD deliveries show as completed, yet I have not received the final item.

What is causing the most frustration is the lack of customer service. I have tried contacting IT Luggage through the contact form, email, and phone without receiving a response. Until now, I never needed to deal with customer service because everything had always gone smoothly, but when a problem does arise, it is important to be able to reach someone.

I am due to travel on 11 June and still do not know whether the missing suitcase has been dispatched, delayed, or simply omitted from the shipment. I hope IT Luggage will respond and resolve this matter quickly, as my previous experiences with the company have always been positive.

Rating: 2/5

I have send several more emails explaining that I did not receive the cover. Please please can you just send me my cover I am am not in the habit of kicking up a fuss for an £8 cover. This is most frustrating you are clearly accusing me of lying and I would not be going through all of this for £8. I have just purchased 4 cases and 4 covers from you. If I had all the packaging I would send the lot back. Absolutely awful customer service so upset.

I ordered 3 cases and 3 case covers. All turned up brilliant. Then decided I needed a 4th case (Order no. #IT392093) so ordered another case and cover. The case turned up but no cover. I have phoned, emailed, filled out the form on the website but not joy cannot get my cover. Appreciate its only £8 but I ordered it for a reason and I have paid for it! Very poor what a shame can only assume no one cares because its a small item. Very disappointed 😞 shame I have to write this to hopefully gain a response!

Extremely disappointed - raised a warranty claim and sent all the required info by 2nd June - no response despite several follow up emails sent.

I cannot praise it Luggage’s customer service enough! My experience was absolutely first-class from start to finish. They handled my request with incredible speed, flexibility, and kindness, making me feel truly valued as a customer.The communication was friendly and professional throughout. Even when there was a minor hiccup with the local courier's delivery notifications, it Luggage's support team was quick to step in and provide me with the necessary details to ensure I received my new suitcase just in time.It is rare to find such customer-oriented and reliable service these days. I am beyond grateful for their help and thrilled with my new high-quality suitcase. If you value world-class support and a company that truly stands behind its products, look no further. Highly recommended – 5 stars all the way!

Order number: #IT396414 Really poor service, I ordered a suitcase on 31/05/26 it stated 2-5 working days for delivery. I fly on 8/6/26 so I expected I to have enough time for this to be delivered on time. We are now on 05/06/26, I’ve not even had an update or tracking number in regards to my delivery. I’ve also contacted customer service email on 03/06/26 explaining I would pay extra to expedite my delivery and I’ve still not had a response (they explain 24-48hr response time so this is wrong). I also messaged on Instagram and they have been little to no help! Therefore, i’m going to have to go out and purchase another one with little time left to pack and a busy work schedule. Really disappointed, I will be sending it back if it does not arrive by tomorrow.

Shocking service Luggage not delivered has promised do not pay for express or next day. Can’t even phone and speak to anyone.

Don’t waste your money on there suitcases
I used mine once and the lock has broken ,
You’re much better getting your suitcases from Primark .
Contacted customer service as I was sure the so called 10 year warranty would cover it,
but it doesn’t,
Even though I had proof of purchase,ie invoice
But because I didn’t keep the little tag that comes with the suitcase I’m not covered ( it’s like keeping the tag that you get on a button on a new shirt)
I’m Sure if I had that they would have found a way round it.

Ordered case on Sunday 31 May and paid £5.99 next day postage, expecting delivery Tuesday 02 June. Arrived 04 June after I had flown back to Dubai. Abysmal service. Diabolical customer service (impossible to get through on there phone numbers (UK based support line :01992 305900 or European Customer Services: +44-20-3868-4567). Did manage to get my £5.99 back but luggage too late for my trip

Order number - IT396433

My order came on monday, said 2 suitcases in order delivered. I have only recieved the xl case

Update - they sent my other suitcase in another order recieved today. They do specify it can be sent in seperate orders which i didnt know before hand.

They also refunded me the next day delivery charge

Thankyou

Order #IT394996

Very disappointed with my experience. I paid extra for express delivery because these suitcases were needed for an upcoming trip and, with it being my birthday, this was an important purchase for me.

Only one suitcase was delivered by DPD. Naturally, I became concerned that the second suitcase had been lost or stolen, so I contacted DPD directly to investigate. After wasting time trying to locate my parcel, I discovered the issue was actually with IT Luggage’s communication.

I was never informed that the larger suitcase would not arrive with the rest of my order, nor was I provided with any tracking information, delivery updates, or explanation as to where it was. The only communication I received was that my shipment was “on the way”, which gave no indication that only part of my order would be delivered.

To make matters worse, responses from customer service have been extremely slow. I have sent multiple emails and messages and have struggled to get any meaningful update. Customers should not have to chase both the retailer and the courier just to find out where their order is.

If express delivery is not available for all items, this should be clearly stated before customers pay for it. The lack of communication, tracking information and customer service has been incredibly frustrating and has put unnecessary stress on what should have been an exciting purchase for my birthday trip. All now I am still waiting for the 2nd one

Shocking do not order from this company
I suggest someone gets back to me today and authorises this immediately.

At this point, I feel I have been left with no option but to leave an honest review on Trustpilot, as that appears to be one of the few ways customers are able to get a response from your company.

This is not something I have ever wanted to do. I run a business myself, so I fully understand how challenging customer service can be and I always try to give companies the benefit of the doubt. However, the way I have been treated after placing a substantial order worth over £500 is completely unacceptable.

I paid for next-day delivery, yet I have been unable to get through to anyone by phone and have been sending emails since Tuesday without receiving a satisfactory response. The lack of communication is genuinely shocking.

I have also sent messages via Instagram in an attempt to get a response. My messages have been opened, yet I have received no reply, while your business continues to post updates on Instagram Stories. It is extremely frustrating to see social media activity taking place while customer enquiries are being ignored.

If I do not receive a response today, I will have no choice but to share my experience publicly through Trustpilot and my Instagram account, which has over 46,000 followers. I would much rather resolve this matter directly and professionally, but that now depends entirely on your response.

I look forward to hearing from you today.