The case arrived promptly, exactly as ordered. Having now travelled with it, I am very satisfied. An ideal size for a short trip and as cabin bag on flights. The top pocket is useful, a good place for... See more
Company replied
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Patrick is an absolute master at his craft and treats you like family. Separate to purchasing a SAMSONITE suitcase, just spending time with him lifts your spirits. He is engaging and professional. I w... See more
Company replied
Great prices, speedy delivery and goods were in perfect condition. Very impressed - would highly recommend 😊
Have ordered twice from this store, both delivered within 24 hours even though only ordered on free standard delivery. I had to return one item and the returns process could not be simpler. Easy to in... See more
Company replied
Company details
Written by the company
With more years in the industry than we can remember, Luggage Superstore are proud to have become THE leading independent online retailer of Luggage in the UK. Not only are we proud of our outstanding customer service, we are able to offer the UK's BEST PRICES Online on brands such as Samsonite Luggage, American Tourister, Delsey, Eastpak, Bric's & many, many more. Plus, with our Price Match Promise Guarantee, if you find any item cheaper elsewhere, we will, 100% Match that price. Unlike some companies, we have stayed true to our roots by standing by our company ethos of providing outstanding customer service at all times. With a dedicated Customer Contact telephone number available, with highly experienced and skilled Customer Service operatives, we know how to look after our customers. If you ever need to get hold of our team, simply email us at: customerservice@luggagesuperstore.co.uk or call us on 0204 5245470 and a member of our friendly & knowledgeable team will help you.
Contact info
167 Hermitage Road, N4 1LZ, London, United Kingdom
- 0204 524470
- customerservice@luggagesuperstore.co.uk
- luggagesuperstore.co.uk
4.7
Excellent
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
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See how their reviews and ratings are sourced, scored, and moderated.
Not impressed at all- initially all…
Not impressed at all- initially all went well and ordered fine included confirmation that they would honour a price match. Thought all was sorted (we had fairly limited time to get suitcases sorted due to some unforeseen circumstances- so this was a big relief). To then three days later recieve an email that the item was no longer in stock and we would be refunded the money which could take up to 5 working days. Though I appreciate these things do happen, all we received was a bogstandard response along the lines of “sorry but it’s not our fault/ problem”, when ultimately it was their website that indicated they had the items in stock, their company that took our money and therefore their responsibility to ensure communication processes with suppliers are up to date. Additionally, luggage superstore have done nothing to sympathise that they’ve put us in a really difficult situation as effectively ten days after the original order we’ll be back to square one. Time we don’t have at this point.
In comparison we ordered a suitcase from John Lewis the day after which turned up today after brilliant communication. This was our first experience trying Luggae superstore after hearing good things from friends and we won’t be using them again.
September 18, 2025
Unprompted review
Reply from Luggage Superstore
Good afternoon,
Thank you for your feedback. We’re very sorry for the inconvenience this situation caused, especially when you were short on time. While stock discrepancies can unfortunately occur, we appreciate that this left you in a difficult position and regret that your experience with us fell short of expectations.
We take your comments seriously and will use them to ensure we do better going forward.
Kind regards,
Kelly
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Brilliant service
Brilliant service. I ordered online and the case was delivered the next day. Very pleased with the case, arrived in perfect condition. Without doubt I would order from this company again.
August 15, 2025
Unprompted review
Reply from Luggage Superstore
Thankyou very much for your excellent company review of Luggage Superstore
Happy Travels :)
Kelly
Ordered a Sara Miller bag
Ordered a Sara Miller bag, good value and excellent fast delivery
August 11, 2025
Unprompted review
Reply from Luggage Superstore
Thankyou very much for your excellent company review of Luggage Superstore
Happy Travels :)
Kelly
Very very easy
I like to collect from the drop off centers. I hate waiting at home for a van and a time
August 8, 2025
Unprompted review
Reply from Luggage Superstore
Thankyou very much for your excellent company review of Luggage Superstore
Happy Travels :)
Kelly
5 Star Customer Service
So I ordered a travel backpack for an upcoming holiday - the price was the best I could find, and the reviews of the company stacked up - order placed!
But… I didn’t check the estimated delivery date before pressing order and when the confirmation came through I realised it would be delivered after I had set off, and that in all probability my Wife would have some strong words to say (the bag was for her…)
I messaged the customer service team and they were unreal - prompt responses, helpful solutions and always proactively coming back to me with updates.
Sarah and Kelly have been genuinely the gold standard of customer service and the bag arrived today, 3 days before we set off.
Thank you - will absolutely buy from here again and would recommend to all
August 8, 2025
Unprompted review
Reply from Luggage Superstore
Many thanks for this super review of Luggage Superstore. I am delighted to see you had a positive experience with our customer service.
Happy travels :)
Kelly
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Reply from Luggage Superstore
Thankyou very much for your excellent company review of Luggage Superstore
Happy Travels :)
Kelly
Never again
Everything is great with this company until something goes wrong with your item. The handle on our case stopped working after first use.
I had to first apply for a warranty claim, where I was made to feel like its my fault.
Then once this is approved, they sent me an email saying return the item with the label and details attached. Yet no label or details are attached.
Their customer service don’t read emails properly or what you’ve said, then copy and paste irrelevant information to you.
They’ve also said it can take another 6 weeks of ‘inspection’ once I return this massive suitcase.
Never again
Order - 8SF4FTXB
August 1, 2025
Unprompted review
Reply from Luggage Superstore
Good afternoon,
I am really sorry to see that you chose to leave a negative review of your recent interactions with our customer service team.
It was myself that responded to your emails. We first received contact with our team last night and I can see a response was given by 10am this morning. After reading your concerns regarding not receiving a pre-paid returns label, one was promptly sent to you. These are usually generated automatically and sent via email once a claim is approved. Additionally, the information provided to you on the email was relevant to your enquiry as it answered the questions you had sent through regarding which courier we use, the warranty process, how to package your return. We always strive to respond personally to every query, and we regret if our responses felt impersonal or unclear.
We understand how inconvenient it is when a product doesn't perform as expected, however, our warranty process is in place to fairly assess any faults and provide a resolution in line with our terms. While I do appreciate that having to take your 55cm cabin suitcase to a local DPD drop off point may be inconvenient, a list of these is provided on the returns label and I can see that you have a number of them within very close proximity of the shipping address.
Your comments will be shared with our team so we can continue to improve the service we provide.
I can assure you that once we have received your item into our warehouse, it will be processed as efficiently as possible.
Kind regards
Sarah | Ecommerce Manager
Suitcase broken, no refund given.
Ordered a suitcase which broke on the first time of using. I was refused a refund and this poor excuse for a company would only offer a repair. I will never order from them again and would not recommend to anyone.
July 17, 2025
Unprompted review
Reply from Luggage Superstore
Good afternoon Patrick,
Thank you for your feedback. We're sorry to hear about the issue with your suitcase, and we understand your frustration.
As explained during your correspondence with our team, the suitcase was still within warranty and eligible for a repair, which align with current consumer rights laws. While we appreciate that this may not have been the resolution you were hoping for, our warranty policy clearly outlines that a repair is one of the actions for items that develop a fault and I can see that at no point was a refund promised during our teams correspondence. The repair was made by a Samsonite authorised repair centre, promptly and to a high standard. Furthermore, despite you originally stating you did not want the item back, we held it within our warehouse for a week, rather than disposing of it on your request, ensuring we could accommodate a change of mind.
While we regret that you're unhappy with the outcome of this warranty claim, our team acted appropriately and promptly to get a resolution for your issues quickly.
Again, I am very sorry that this is not the outcome that you wanted but having reviewed the correspondence between our team and yourself, I am confident that we acted fairly, efficiently and aligned with consumer rights laws.
Kind regards,
Sarah | Ecommerce Manager
Sarah (Ecommerce Manager
When I initially placed the order, the website did not indicate that the product I needed was out of stock. I missed their notification email, and when the suitcase didn’t arrive as expected, I called to follow up.
I spoke with Sarah, the Ecommerce Manager, who was incredibly helpful. She arranged a full refund and ensured I received a replacement suitcase the next day—just in time for my planned flight. I couldn’t have asked for better service.
July 9, 2025
Unprompted review
Reply from Luggage Superstore
Good afternoon Oliver
Many thanks for this super review of Luggage Superstore and for also personally acknowledging me :) This really does mean a lot. I am genuinely really sorry about the initial stock issue but must thank you for being so understanding.
Wishing you all the best
Sarah
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Very prompt delivery and product is…
Very prompt delivery and product is exactly what I wanted.
June 17, 2025
Unprompted review
Reply from Luggage Superstore
Good afternoon,
Many thanks for this super review of Luggage Superstore. I am delighted to see you had a positive experience with our customer service.
Happy travels,
Sarah
Reply from Luggage Superstore
Good afternoon,
Many thanks for this super review of Luggage Superstore. I am delighted to see you had a positive experience.
Happy travels,
Sarah
Great price
Great price, 1/2 the price of buying direct from Radley. Free fast delivery.
June 10, 2025
Unprompted review
Reply from Luggage Superstore
Many thanks for your 5* review regarding your experience with Luggage Superstore.
Wishing you all the best,
Sarah
Great priced item
Great price item. Was a long lead time but arrived earlier than expected.
Customer service team kept me advised.
All round excellent service.
June 6, 2025
Unprompted review
Reply from Luggage Superstore
Many thanks for your 5* review regarding your experience with Luggage Superstore.
Wishing you all the best,
Sarah
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How did this store score so highly?
I know I must be in the minority, but this is my experience.
Ordered a suitcase, read the reviews, all seemed good.
Tried to contact LS via email twice, no response. Attempted to call (on both numbers) numerous times, cut off after 5 seconds on all occasions. Gave the Chatbot a whirl, just waited and waited, never received a response.
Find it hard to believe no one else has had these difficulties. Just thoroughly poor service on every level.
June 2, 2025
Unprompted review
Reply from Luggage Superstore
Good afternoon,
Apologies for the late response to this review. I am very sorry to read that your experience was not a positive one.
Having read through the communication attempts with our team, I can see that you tried to contact us when we were closed due to staff training. The closure was shown on both the website store front (on all pages within the header) and was detailed on the contact us page, however, I believe this may have been missed, so I can only apologise for this.
I can however see that one of our team was in contact with you to address your question in under 24 hours.
In future, we will look into how we can make any company closure dates more explicit and in a more eye-catching manner to ensure that this does not happen again. I must therefore thank you for your feedback into how we can manage this situation again. We really do appreciate your feedback with this.
Wishing you all the best
Sarah
Prior to purchase I had a query and it…
Prior to purchase I had a query and it was dealt with immediately. I haven't taken the case on a trip yet but very happy so far.
The delivery was quicker than expected.
So, Great service.
May 27, 2025
Unprompted review
Reply from Luggage Superstore
Many thanks for your 5* review regarding your experience with Luggage Superstore. I will have a look into who dealt with your query and will pass your comments on.
Wishing you all the best,
Sarah
Do not believe negative reviews!
Do not believe negative reviews!
Honestly, cannot fault the store at all.
I was conscious at first as considering how the prices are much better than other website / retailers - plus reading some negative reviews (which I am honestly not sure was the store's fault considering how many people are used to getting free stuff / impossible service....)
Order dispatched the next working day and delivered on next day service. Everything was packed really secure and I had to return one of the two items ordered, which was also processed much faster than a lot of high street reputable brands.
Will 100% come back and recommend to others.
April 28, 2025
Unprompted review
Reply from Luggage Superstore
Many thanks for your 5* review regarding your experience with Luggage Superstore. We found the detail in it and overall tone extremely pleasing and we appreciate your praise.
Wishing you all the best,
Sarah
Easy to find what I was looking for
Great selection of cases. Good price discount and payment options. Cabin/laptop suitcase arrived quickly. Lots of useful dimensions info on the site re airline cabin allowances, etc.
May 20, 2025
Unprompted review
Reply from Luggage Superstore
Many thanks for your 5* review regarding your experience with Luggage Superstore.
Wishing you all the best,
Sarah
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'Quality'
Excellent service quality product.I am sure my granddaughter will love it.
May 10, 2025
Unprompted review
Reply from Luggage Superstore
Many thanks for your 5* review regarding your experience with Luggage Superstore. We really do hope your granddaughter loves it!
Wishing you all the best,
Sarah
I ordered a large samsonite suitcase
I ordered a large samsonite suitcase , l opted for 3-5 day postage which was free . The case arrived within 2 days , it was packaged really well . I’m really pleased with it and found the price reasonable. Would definitely buy from there again if l needed a suitcase .
May 21, 2025
Unprompted review
Reply from Luggage Superstore
Many thanks for your 5* review regarding your experience with Luggage Superstore.
Wishing you all the best,
Sarah
Outstanding Customer Service
I ordered a suitcase which, unfortunately, turned out to be unavailable. I was promptly offered alternative options, but ultimately chose a refund.
The customer service I received—especially from Maria—was exceptional. Communication was clear, the process was smooth, and the refund was handled without any issues.
Although I didn't get the product I originally wanted, the level of service has earned my trust. I’ll definitely shop with them again in the future based on this experience alone.
May 12, 2025
Unprompted review
Reply from Luggage Superstore
Thank you for your exceptional review! and kind words, We’re thrilled to know that we provided you with a completely stress-free customer experience. Your satisfaction is what drives us, and we can’t wait to welcome you back in the future!
Thank you
Maria
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