it Luggage Reviews 

If I could put a 0 star I would this website is fraud. I placed an order 9 days ago with a delivery 3-5 days not only have I not received my order I also haven’t received any update. I have tried to reach out to customer services direct through the website, through instagram and also through Facebook and I all I receive as an automated message saying I will hear from someone within 48 hours. Avoid this company !!!!!! Absolute scammers!!

I have ordered and paid for 8 large cases from this company and over a week and a half later they have still not dispatched them or been in contact despite me filling in their contact form.
Their standard shipping states 3-5 days. We leave for our holiday in less than two weeks and we are a family of 8 with one daughter requiring many pieces of medical equipment and supplies to be packed as she has quadriplegic cerebral palsy. There is no way to contact a human, just an automated chat bot and a standard form to request contact.

I placed my order 26/6 it’s now the 6/7 and my order still hasn’t been dispatched and my email about it has had no reply,hoping I get my case in time for my holiday I have ordered well in advance.

Placed order on 26/06 and items are still not dispatched. They don't answer calls or emails. Scam!

I have always bought suitcases from it Luggage in the past and have previously had excellent customer service, but now I am definitely changing my mind about any further purchases. Back in November 2025, my brand new case broke whilst I was away and it Luggage did replace it as soon as I returned, but now I am having awful issues after again having a faulty item. This is now the start of week 3 of trying to obtain a resolution in regards to the lock breaking whilst I was in Italy making my case unsecure on my journey home. I receive about 1 email a week and am no closer to a resolution. Both these cases were not cheap and I am getting closer to my next holiday and concerned I will have to spend out more money with a different company so I can have a secure case for travel. I received an email from customer service to say "this is our busiest time", if you are so busy you are unable to deal with your current customers with faulty items and by the looks of these reviews, fulfil customer orders, it would be best to stop taking orders and deal with all the current issues. I will be taking this matter further as currently I have an unsecure £70 odd piece of plastic. Very disappointing.

**Further update, apparently they no longer this suitcase in stock so have sent a request for the locking part to China and once it is received in the UK warehouse is will be sent out to me so I can replace it. It has taken nearly 3 weeks to get to this and I go away again soon so hold no confidence that it's going to be received in time. Shocking customer service**

I purchased an it Luggage suitcase partly because it was advertised with a 10-year warranty, which gave me confidence in the product. Unfortunately, after my suitcase was damaged during air travel, I contacted the company for assistance and was simply told to claim through the airline.

By the time I contacted them, British Airways’ 10-day claim window had passed, so I was left with no option at all. While I understand their warranty excludes third-party damage, I find it disappointing that a suitcase designed for air travel comes with a warranty that offers no practical support in one of the most common situations luggage faces.

Customer service was polite, but the response was unhelpful and showed no willingness to offer any goodwill solution or even consider the circumstances. Advertising a 10-year warranty sounds reassuring, but in my experience it didn’t provide the support I expected when I needed it most.

Based on my experience, I would think carefully before purchasing if you’re relying on the warranty as part of your decision.

First “it” suitcase. Looks great and a great price . Customer service has also been great and will buy again.

Do not buy from this company.

They took my money but have still not processed or dispatched my order, despite the item showing as in stock. Customer service has been extremely poor emails have gone unanswered and there has been no communication to explain the delay.

I placed my order on 1 July, and it has still not even been processed, let alone dispatched. The item was in stock!

If a company is experiencing delays, it should be transparent about that before taking customers’ money. At the very least, customers should be informed promptly rather than being left completely in the dark.

Scam!! They take your money, don’t answer to any customer services emails, don’t even dispatch your order when the item in stock!!

I ordered on July 1st and it’s not even been processed or dispatched.

If there is delays, the company should not be selling to customers, additionally they do not inform customers of this delay.

I will be informing trading standards, resolver and doing a card charge claim.

Advice for all - DO NOT BUY FROM THEIR WEBSITE!!

1 Star – Avoid This Company

I placed an order for suitcases, paid in full, and have now been waiting weeks for delivery despite the website stating a delivery time of 3–5 working days. That information is simply not accurate.

I emailed customer services numerous times requesting an update on my order and asking whether the items were actually in stock. I received no response. I then sent another email asking them to confirm if the suitcases were in stock and, if not, when they expected to receive more. I explained that I urgently needed the suitcases and that if they were out of stock with no estimated restock date, I would have no choice but to cancel the order.

Instead of answering my questions, I received a single email saying they had forwarded my cancellation request to the warehouse. I never asked for my order to be cancelled. I simply asked for information so I could decide what to do. They completely misunderstood my email and cancelled the order without my confirmation. I can see below recent reviews a customer in the same predicament as myself with wanting stock updates as I’m assuming g they have to purchase suitcases from elsewhere like I’m going to have to do now.

The customer service has been shocking. There is no telephone number to speak to anyone, only email, and after sending around 10 emails chasing my order, I received just one response—and it wasn’t even an answer to my questions. I have been waiting since the beginning of June!

Based on my experience, communication is extremely poor, delivery times are misleading, and customer service is unacceptable. Looking at the other reviews, it seems many customers have had similar experiences.

I would strongly recommend avoiding purchasing from this company until they improve their communication, customer service, and provide accurate delivery information.

I think a major shuffle in how the company operates is needed and have competent staff and customer services instead of the operations being in china and only two members off staff answering emails from their home.

Bought 3 piece luggage set on 11th June.

Still hasn’t arrived and tracking shows it hasn’t even been picked or dispatched.

Contacted customer service several times and just keep being told that there are delays and offering to cancel my order. I would just like to receive items or have an update of when I can expect delivery of my items.

I am more than willing to wait for the items. But would just like reassurance that they will actually come with better communication. If I didn’t query there has been zero communication/update about my order which really isn’t acceptable.

Especially as sale is ongoing and clearly can’t keep up with demand. Surely should be working through backlog before processing more sales…

To add insult to injury, I received a marketing email over a week ago asking how I was enjoying my new luggage set and providing me with a discount to order more.

IT401742

Ordered new luggage last fri 26th with 3-5 working day delivery and still not even got an email regarding tracking this Friday would be the last day for delivery but carnt see it happening ! So disappointed as this luggage is needed for this Sunday for our holiday iv emailed customer service but no response and the phone number goes to voicemail absolutely disgusting service

I write to say a MASSIVE- THANK YOU. .
Fantastic service
Customer Service was first class - very helpful

My experience with this company has been awful. Whilst their products are great their “customer service” is dreadful. I ordered a case from their website & I received an email confirming my order & advising it will be delivered in 3 - 5 working days. A week later no sign of the case & no communication from IT Luggage. After contacting their customer services I was informed that they couldn’t give me any information on when it would be delivered as their warehouse is busier than usual. I then noticed that the case I ordered was now sold out so I contacted them again to confirm that there was one available (as I had paid for one) to be told no but they would be in stock again in the coming weeks. Asking what that meant I was then told that they couldn’t give me a date but they were hoping to have all orders delivered in the next 2 weeks. I once again asked them to confirm that there was a case available as they had taken my money for it only to be ignored. After waiting days for them to respond I asked for a telephone number to speak to someone in their customer service department as their communication had been very confusing & I wanted clarification only to be refused their number and asked if I wanted a refund. I have requested a refund & purchased the same case from another company & am collecting it tomorrow. Shame they are so awful & dishonest to deal with because their cases really are good.

Terrible customer service.
Not answering phone- left multiple messages.
Sent multiple emails - no response
Sent messages via Instagram and Facebook - received a generic bot reply

SLA is 3-5 days however I’ve not received any notification of dispatched let alone being processed.

My order number is #IT408014 and needing cases for my imminent holiday.

If I’d have known SLA isn’t accurate wouldn’t have ordered

Avoid this company! I purchased a suitcase on the 23rd of June and still hasn’t been dispatched! Their customer service is appalling, I sent multiple emails asking why it’s been taking so long so send it, still waiting on a reply to today! Rang the number, no one picks up!! I don’t know what to do as I’m going on holiday soon, meanwhile the suitcase has been paid for but no signs of it!

UPDATE - Warranty issue still ongoing!

Please seriously consider purchasing from IT Luggage.

I have a suitcase with a failed handle mechanism, which IT luggage has confirmed is covered by the 10 year warranty. They do not supply my suitcase any longer, maybe because they have had issues with the same fault as mine which is now unfit for purpose. IT luggage want to charge me for a like for like replacement, is the warranty just a gimmick?

Surely I should be issued with a like for like product incurring no extra cost.

Customer Service takes days and days to reply to any email, in fact the best way to get a response is to put a review on here.

I will never purchase from IT Luggage again.

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I have an ongoing situation with a warranty claim, although IT Luggage have confirmed they will replace our suitcase due to a failed handle mechanism, they are unable to send us the same case as we currently have but have sent us a link to choose a replacement, that in itself would be fine but there are no suitcases at the same size for the same price and IT Luggage require us to pay the difference and will not budge. To me this just doesn’t seem right so I have asked IT Luggage to provide me with a copy of their warranty policy, in fact I have asked them everyday for over a week. I have not received a reply to any of these emails.
This situation has been going on for a month now and am totally unsure how I resolve what should be an easy process when no one with reply.

I’m surprised and disappointed at the lack of customer support and am finding the whole thing extremely frustrating and time consuming. Perhaps that what IT Luggage are hoping for that I give up!!

Reported a fault it via email sending all the correct information and really helpful but case was not in stock.on website got an email when case was back in stock great on Sunday got an email they were back in stock so emailed customer services emailed again on Monday Tuesday Wednesday and then Thursday.
Eventually got a reply on Friday saying they were out of stock again.
Someone needs to take responsibility for looking after these issues.
They could have made this an easy process but no now all they have done is annoy me and wasted my very precious time.
If you want to use a company who are good at dealing with any faults or complaints please don’t use IT luggage

Hard to give more than that. Only reason 2 stars is last time had no problem. But this time, Ordered suitcases for up coming trip. Said 5 working days. 9 working days later still not despatched. Had to buy from elsewhere. Useless!!!! Don’t buy, you will spend money and not get anything.

Luggage claims to be virtually unbreakable however on my cases first trip the base of my handle has smashed and customer service have said it’s not covered under the warranty and haven’t even replied to my last email. So it’s not virtually unbreakable and it doesn’t have a ten year warranty. Read the small print guys. I spent over £150 on this set thinking it’ll last me 10 years.