it Luggage Arvostelua 5 779

Customer service is exceptional, tracking showed Saturday delivery but customer service ensured it would be Thursday.
Turned up Thursday in perfect condition.

Although it is never good to have a fault with your new suitcases after the first time using them, I must say that IT Luggage customer services are exceptionally good at dealing with warranty claims. Rhea from customer services has been very good at communicating in a timely and professional manner, and has arranged for new parts to be sent out. Thank you.

Quick and efficient .

Placed order 14/04 in plenty of time for the upgraded next day delivery, 2 days later still not got it. Customer services are difficult to contact (email only) they replied with 'I have chased up with the warehouse, let me know if they don't update you'. That's no good for me; I ordered next day for a reason. It was needed for tonight.

Multiple times I've had requests denied for a wheel that's sheared off.
Case barely used. They keep trying to palm me off saying it's my fault a wheel just buckled on a case with bugger all in it, on a smooth surface.
Definitely avoid. Use Tripp in future!

I am beyond frustrated with IT Luggage and the completely unacceptable customer service I’ve experienced since October 2025. This has been dragging on for months with nothing but delays, poor communication, and zero accountability.

I had a faulty suitcase that was collected by IT Luggage, only to be told it couldn’t be repaired and that I needed to choose a replacement. Fine. But when there was no replacement available in the same model, I took the time to find an alternative on their website and specifically requested it.

However, due to their EXTREMELY slow responses, the suitcase I selected went out of stock before they even bothered to reply. That is entirely on them.

Now, after all of this, I’ve requested a refund since there are no suitable alternatives available (I have a matching set and shouldn’t be forced to replace everything because of their failure). And what do they say? That I’m not eligible for a refund because it’s outside of 28 days.

So let me get this straight- because of THEIR delays and poor service, I’m now left with no suitcase, no replacement, and no refund? That is completely unacceptable.

This company has been nothing but difficult to deal with from start to finish. The lack of response, the delays, and now refusing a refund is honestly shocking. Looking at other reviews, it’s clear this is not a one-off. this seems to be how they treat their customers.

Avoid at all costs if you expect any level of basic customer service or accountability.

If this matter is not resolved immediately, I will be taking this further through formal complaints and consumer protection channels.

I bought an IT luggage in 2019 for its ten-year 'total peace of mind warranty'. I wanted a lightweight suitcase. In 2023 the wheels failed. I contacted IT Luggage about the problem. They sent me a set of new wheels, and I repaired the suitcase myself. (Weird) Those wheels failed within a few years too. The wheels simply do not work, and I had to drag the suitcase through the airport. The wheels do not support the suitcase weight when loaded; they do not move freely. Simply too flimsy. I do not know whether I should make another time-consuming claim, based on other reviewers' reports. IT ought to replace the suitcase with one that will serve me reliably. I am very disappointed that I did not get my ten years from this suitcase.

2nd review…. 14 days later no refund, no delivery update just palmed off with emails advising they will contact the warehouse and I am still suitcase-less for my honeymoon. The most important holiday of my lifetime. I asked for a refund and still waiting. What a shocking way to treat customers I’ve honestly never had such bad service. I’ve had to raise a dispute with my bank to get my own money back.

Sadly despite my last comment IT luggage customers services apologised and said they would arrange a collection for yesterday. Monday 13th April, a collection wasn't arranged as previously agreed. There is no person to speak to and responses are very hit and miss and not in a timely manner. Absolutely appalling service. All I want to do is return a set of luggage. I only seem to get a response when I make a comment on trust pilot. If a MD is reading this please help.

Excellent service. I have used the suitcase for many years. A small part broke and although I was prepared to purchase the part they provided it for free. I can recommend both the quality of the goods and the customer service.

Wheel broke on two separate suitcases within a year. First one replaced no problem. Second one they are asking me to pay towards the cost which means I’d be paying more to replace than buy a brand new case
Beware !!! They say their warranty rules have changed but haven’t informed anyone! Shockingly bad customer service and long time scale still not resolved
I won’t be buying from IT again. Much better quality cases and warranty’s at Tripp or most other brands too!

Brilliant customer service - I needed a new wheel & it was so easy to get in touch & send pictures - then they sent me a facility to pay - all in all only took a few days

There is a suitcase missing from my order and I sent message and no one is responding. I bought from them twice before and everything went well.
I am travelling next week and I need my suitcase

Absolutely furious that I bought a case in December, went away and immediately the TSA lock wouldn’t work ,
I emailed customer service on my return in January
I was told the lock wasn’t in stock but they’d send me one to fit myself ( I’m a woman ) . They refused to exchange the case .
Eventually they agreed to pick up the case and fit the lock - weeks later no one came - so customer service Rhea said return it at my cost £13.60 which I did as it went on for over 3 months.
She now gone radio silence and no one will answer my emails .
There no phone number so email all I had .
Today after three months they’ve returned my purchase amount but no £13.60 postage .
I actually loved the case and waiting for IT luggage to repair it took so long I’ve had two holidays without it using a friends .
As of today I have no case and out of pocket by £13.60 . I wouldn’t mind so much but bought it on offer …
This is the second IT luggage that’s gone faulty immediately on first use .
I think they’re up there with the worst customer service ever !
…
Still waiting for postage refund … it’s only taken 3 MONTHS !!!

I ordered luggage for my daughter online asking for express delivery as needed urgently. Unfortunately following 7 days since ordering the product had not even been out for delivery and have had to buy another case. Customer service a joke. You can't contact them by phone and it took 72 hours for them to respond to an email. They are efficient in taking your money but not in fulfilling the order. I have tried to cancel order but they are so slow to respond that it may well be sent out and I will face the hassle of returning it. I shall not be using them again. My advice is if you like their product buy from a third party seller and not direct.
The reply to this review says that someone is handling my complaint but I have had no contact. I have asked to cancel the order but no money has been returned and no delivery has taken place.

Wheel fell of case got in touch with it luggage they said pick another case and we will replace it we sent £15 and now nothing they are not sending case and no replacement

I placed order on 30 March, Order number ##IT374440 and 12 days later it still has not been delivered. I have contacted customer service and after 2 days they replied with a generic copy and paste answer about them being busy, with no update on my specific order. I only hope now I can get a refund.

I have also noticed all of their responses to negative review on Trust Pilot are the same 2 generic responses.

"Unfortunately, I am unable to locate any email correspondence from yourself I'm afraid.

OR

"I can happily see from the email chain that the customer service team are actively assisting you with this, however, I do
apologise for the delay nevertheless."

CUSTOMER SERVICE ARE NOT HELPING. THIS WHY I AM WRITING THIS REVIEW.

Brand new suitcase didn't survive its first trip abroad!
I bought the IT luggage Lite suitcase soft material in large for a fly cruise. The suitcase looked really sturdy and I loved the front pocket and interior pocket design.
Sadly the suitcase was ripped across the bottom going right through to the inside when I collected it from the luggage carousel! I complained to the Airline Jet2 and they said they'd sort a replacement. However in my opinion this case should have lasted more than 1 trip!
My previous luggage sets were all IT luggage and I'd used them for multiple trips all over the world with no issues! So I thought I would check the warranty details as IT luggage gives it a 10 year warranty..... that might as well be printed on loo paper as it states not covered for damage caused by handling by 3rd parties. But it also states in the description that the suitcase is made of hardwearing material !! It can't be that hard wearing to rip on its first use !! The warranty is not worth the paper its printed on and I for sure am not going to be buying IT luggage in the future UTTER RUBBISH!!!
If a suitcase is only going to last 1 trip I'd be better spending less and buying from Primark and get a new case every holiday !! Utterly Ridiculous !
** UPDATE ** after receiving a reply from IT luggage they still haven't addressed their describing something as 'hard wearing ' but it not actually being hard wearing as it didn't survive 1 holiday !!! The only holidays they expect their customers to take are ones in the UK where the customer can carry their own luggage from door to door without a porter / coach driver / luggage handler touching their cases as that would constitute involving a 3rd party! How many people buy suitcases for that reason ???
I stand by my original review it was NOT up to its job and a total waste of my money and time !! AVOID !! I will NEVER buy another case from IT luggage ever again !!

If you like it Luggage products, buy them, but don't expect a warranty claim to go smoothly should something go wrong. My claim took months, almost two weeks of it being the replacement parts were packed and labelled and not sent! I was assured this was an isolated case, but I see that another customer had a similar experience recently. When they arrived, the replacement parts were wrong, but instead of dealing with this company again, I bought additional hardware to make them fit.

I placed an order on 30th March and, over a week later, it still hasn’t been dispatched. The website states that orders are dispatched within 48 hours, which has clearly not been met.

I have also contacted customer service and received no response, leaving me with no update on my order.

As I needed this item for a specific date, I’ve now had to purchase an alternative elsewhere. This situation could have been avoided with better communication or by meeting the stated dispatch timeframe.

Very disappointing experience.