Having already purchased a 32” Cargo Bag a couple of years ago, I was very happy with my purchase, the delivery and the quality fir the price. And it’s still going strong! As a result of my past... See more
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Excellent Customer Service. I had bought a large case in March. On first use it was damaged beyond repair by the airline. I wanted to replace it as it was part of a set. Maria at the Chatham branch... See more
AVOID, AVOID, AVOID. FOR ANYONE USING THIS WEBSITE TO PURCHASE LUGGAGE, I WOULD SUGGEST PAYING VIA PAYPAL OR A CREDIT CARD FOR BUYER PROTECTION. THIS COVERS YOU FOR EITHER RECEIVING THE WRONG ITEM O... See more
Company replied
We visited Baggage World Glos Quays today. A lovely selection of cases &bags to suit every occasion. Lucy &Rachel served us, they were very helpful &friendly. We were able to leave our cases there... See more
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Company details
Written by the company
Welcome to Baggage Factory, your go-to for top-notch travel gear since 1997. With 20+ stores across the UK, we've got you covered for all your travel needs. From sleek luggage to handy accessories, find everything you need for your next adventure. Our friendly staff are here to help you find the perfect fit, and our online store offers convenience at your fingertips. Trust us to elevate your travel experience.
Contact info
London, IG11, London, United Kingdom
- 02085912111
- sales@baggagefactory.co.uk
- www.baggagefactory.co.uk
4.5
Excellent
299 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically takes over 1 month to reply
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See how their reviews and ratings are sourced, scored, and moderated.
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
The website automatically completed my…
The website automatically completed my order assuming my billing address was my shipping and delivery address. Despite having a telephone number, nobody answers the phone, when you need to speak to someone about your order.
February 10, 2025
Disappointing - no protective cover for a £98 bag
Bought a £98 leather Peter James handbag from Rowsley store, great bag, lovely quality however no dust bag so asked for a bag and they wanted to charge for this despite having paper Peter James bags hanging up behind the till !
How much do you need to spend to get a paper bag ?
The sales lady offered to put it in a second hand random plastic bag as I was concerned that this expensive purchase needed some protection from the rain.
Will not shop there again sadly as whilst the goods are great, the charge for a paper bag which clearly comes from the manufacturer I would imagine for free, is not acceptable for a £98 purchase.
February 15, 2025
Unprompted review
Excellent customer service
I purchased a vanity case in the Chatham Dockside branch today and was served by Leah. What a breath of fresh air to experience such amazing customer service. Leah took time to show me a variety of options and explained in much detail to assist me. Leah even located a case that I was interested in after I left the store and called me to let me know that one was available. I am so happy with my purchase and the service I received, I would highly recommend this store. Thank you.
February 14, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Very happy with the product and service…
Very happy with the product and service thank you
January 31, 2025
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
The Baggage Factory communicate well…
The Baggage Factory communicate well and sorted a glitch quickly
The range they sell is varied stylish and robust and certainly managed all the fruit and veg I bought from the Market
January 29, 2025
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Have not used the cases on holiday yet…
Have not used the cases on holiday yet but they look and feel a quality product.
Staff also applied my 10% new account discount after I noticed I had not applied it at the checkout stage.
January 27, 2025
Reply from Baggagefactory
Thank you so much for your kind words and support! We're thrilled to hear you had a great experience with us. We really appreciate your feedback and look forward to serving you again soon! 😊
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Luggage
Already had a holdall of same make so happy to order another. Easy to order, reasonable price, and quick delivery.
January 13, 2025
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
An amazing suitcase for frequent travelers ⭐⭐⭐⭐⭐
I recently bought this suitcase from Bagage Factory, and after a few trips, I can confidently say it’s one of the best I’ve ever owned. It’s incredibly lightweight, which allowed me to pack more without exceeding weight limits. The 4 swivel wheels are a game-changer—they glide effortlessly, even when I’m rushing through terminals.
The design is both sleek and sturdy. Despite the rough handling at airports, it has no scratches or damage. The interior is well thought out, with plenty of compartments to keep everything organized during my travels.
Honestly, I didn’t expect such premium quality for this price. I 100% recommend it!
January 24, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Poor After-Sales Service and Durability Issues
I purchased a £200 luggage bag from Baggage Factory’s Trentham Gardens store in August 2023, expecting a high-quality product. Unfortunately, just 15 months later, a buckle clasp broke due to what appears to be a design flaw. This rendered the bag unusable as a carry bag.
When I contacted the store, I was told to email customer service, only to be informed that the company’s 1-year warranty had expired and they would not assist further. A member of staff even described the bag as “old,” which felt insulting given that I have leather goods decades older that remain fully intact.
For a premium product, the durability and after-sales service are incredibly disappointing. Under the Consumer Rights Act 2015, goods should last a reasonable amount of time, but the company dismissed my concerns. I was advised to seek out a local repair specialist at my own expense, which is unacceptable for such an expensive item.
I will not be shopping with Baggage Factory again and would advise others to think twice before purchasing from.
January 23, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Thank you to Rana at Baggage world
Thank you to Rana at Baggage world, for assisting me in finding suitable luggage
January 20, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Set of 4 Advertised - Sent 1
It was advertised as a set of 4, turned up as 1 bag. Customer service tried to say we had to pay them to return the item.
The package clearly stated piece 1 of 4. To add to that, the price tag it came with was cheaper than their "sale price".
Customer service did offer a free refund once I explained what trading standards are though...
However, it did ship very quickly, which was nice.
January 7, 2025
Baggage World in Westfield Stratford
Baggage World in Westfield Stratford - Rana was absolutely amazing, very informative, helpful and kind.
It’s so good to see great customer service being upheld, especially when you’ve had a long day. Highly recommend!
January 8, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Fantastic Store and Staff
Fantastic service at the store.
I called in last week to Dalton Park to look for new luggage as the airline I travelled with severely damaged both cases making them unusable.
They did not have two matching cases so the store ordered them for me. I mentioned about my damaged suitcases and she advised me to contact the airline to make a claim. I did this on her advice and have been provided with two new Antler cases by the airline at no charge.
I had to cancel my order but the lady was so nice about it and happy that I had received my two new cases from the airline. (Thank you jet2)
I would happily use this store for any type of luggage
Lovely helpful staff
Don’t hesitate to call in.
January 2, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Rana was great and very gentil
Rana was great and very gentil. he quickly solve our problem and we are really happy with the service he provided.
January 4, 2025
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Great advice, good suitcases with warranty’s
Lorraine at Dalton Park shop was really helpful today. Great advice and no pressure. We bought 2 suitcases that come with a years warranty and we are very pleased with them. There was a good choice in store too.
December 31, 2024
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Great fast service and excellent…
Great fast service and excellent quality products. I'm on my 3rd purchase. Well done.
December 16, 2024
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
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