it Luggage Reviews 

Ordered 2 sets of luggage, second set had a faulty item, I am still waiting for the replacement and don't hold out much hope of it turning up before my holiday as the item is showing as out of stock on the website. Customer service takes a couple of days to reply to emails so nothing moves fast and they have not actually said whether this will be despatched. They have a phone number but they never answer. Will not buy from them again, suggest you look elsewhere for luggage!

Cheap shoddy materials used. I bought the legion case. The lock mechanism was damaged on its first flight while being handled during its travels on the flight. According to IT their cases are not supposed to withstand the rough handling that happens during transit so my broken case is my own fault.

Do not buy their cases if you are flying as they are not fit for purpose

Great customer service, responsive and helped me identify and order new set of wheels for a luggage that I really liked with worn out wheels.

I’ve owned my It luggage for about 10 years. The wheels were not moving smoothly for the past several years. I finally got around to getting new wheels. Customer service was helpful and helped me to navigate through a couple of complications. I received the wheels before my next trip. I was able to install them myself. The wheels roll like a dream now. I’m very happy to be able to continue using my luggage.

Outstanding customer service both email and on the telephone

Due to a failed handle mechanism, I contacted it Luggage, who confirmed that the fault was covered by the 10 year warranty.
Sadly the warranty does not cover a replacement like for like suitcase. it luggage sent me a link to choose a replacement, all were of a higher value than the faulty one I purchased and was advised I had to pay the difference.
Needless to say that I didn't understand this and questioned this time and time again. My initial contact with it luggage was 8th June 2026. Unfortunately I had weeks of no replies, then once I finally received a response and would email back it would be very often be another week or more until I received a less than helpful reply this has gone on for months!
I did not want to pay extra for a replacement suitcase and customer service would not accommodate my request. After the situation started to affect my mental health from the silence of no replies and literally not getting anywhere I decided to recheck the link as I was told that other case might become available at lower prices and found 1 suitcase for £60, the same price as my original suitcase. I email and requested the BRITBAG Ashdon Medium Black as the replacement. Strangely I received a reply back very quickly. I have received BRITBAG Ashdon Medium suitcase and its really not a nice looking suitcase. It looks cheep, with a small cheep handle. There is bunched up excess fabric and a less then smooth zip. In fact I hate the suitcase but I have no fight left in me to contact it Luggage as I know they will not help me.
I will never purchase from it Luggage again.

After 4 weeks of going back and forward, itluggage has cancelled my order because they don’t know when the items will be in stock. Funny enough, the same items are still available online and they are still advertising 3-5 shipping time. What a shambles of a company, should be reported to trading standards. They’ve wasted 4 weeks and in the end cancelled themselves.

I wont ever be buying their products and i recommend everyone no to as well. Looking at the other reviews, it would have arrived broken anyway. Buy from other brands who treat their customers better.

Don’t even bother replying to this review with your copy and paste lies.

I’ve been using IT Luggage for years, and all three of my suitcases are from the brand, so I’m already a very happy and loyal customer.

My most recent order took a little longer than expected to arrive, but when I contacted the team, they were incredibly helpful, explained there were delays in the warehouse and in general with deliveries and went out of their way to expedite the delivery.

Unfortunately, on the suitcase’s very first trip, the zip on the outside pocket broke. I contacted the team again, and they promptly offered to arrange a replacement without any hassle.

While it was obviously disappointing to have an issue with a brand-new suitcase, the way IT Luggage handled my concerns was absolutely flawless. The team were kind, patient, compassionate and genuinely helpful throughout the whole process.

It’s interactions like this that reinforce why IT Luggage will continue to be my suitcase provider of choice. Things can occasionally go wrong, but what really matters is how a company responds — and in my experience, IT Luggage’s customer service has been exceptional.

Thank you to the team for making what could have been a frustrating experience so easy and reassuring. I’ll definitely continue recommending IT Luggage! ⭐⭐⭐⭐⭐

My security lock on case broke.
Contacted it customer Care and after giving my details , I had no problem getting a replacement part.
5 star's for Me

I never write reviews but please save yourself time and money. This is the 2nd review for this company i need to share. After receiving a faulty suitcase I emailed to ask for an exchange. I supplied photo evidence and got no reply asked again for exchange to which I was asked for a suitable collection date. I advised a day when someone at home again no reply. I emailed again and after several emails a collection was arranged. So I sat in all morning tracking collection, the time slot passed so I went on tracker which stated the driver was told item not ready for collection!!!! I have cctv and a useful device called a doorbell no one knocked at my door. As this was a present I had to go and buy another gift and I'm still out of pocket. Honestly not worth the hassle go shop with a better company.

I received my cases and went on holiday using only 1 of them, went to put it back in the car on the way home and realised the top handle had burst it was held together by a zip, Now told this is airline mis handling even though I emailed saying as I put it in the car not collecting from the conveyor belt. I also do not understand why you would fasten material on a handle with a zip, waiting again for them to reply ongoing for 2 weeks

Had an issue with lack of delivery info. But IT Customers services replied promptly and handled very well, provided me with all the info I needed and I had my luggage delivered on time.

Absolutely not happy with it luggage!
Ordered over a week ago and still not dispatched. Sent 2 correspondence via their website and not heard nothing!
At this point I just want a refund

Bought two cases separately, one to replace the other. The second case I’ve claimed on the warranty for as like previous case the handle has broken will not extend or retract. The customer service is so slow. I’m waiting over a week in-between replies. I’m able to select a new case in the same price bracket as the original RRP, however 70% of cabin cases are out of stock online. Not similar to what I had before at all. An option for a voucher would’ve been a better option.

Much loved (had it years It) suitcase wheels had become slow and reluctant to turn, looked on Internet for replacements and that opened up awhole can of worms. Husband suggested looking on IT luggage site. Contacted customer service and they were sooo helpful. Sent a couple of pictures of the wheels,, paid over PayPal and new wheels arrived. Not expensive and fit like a DREAM. Suitcase moves like new.

Ordered the cabin case to match with cases I already have waited 2 weeks had no updates only after I emailed to ask where it was to be told the warehouse was busy it would be with me me by the end of the week still nothing emailed the next week was told none in stock so my question is why take my money when you haven’t got any in stock. I had to have a refund but now I won’t have matching cases

I contacted IT Luggage as one of the wheels of my case had been damaged while in use, they requested the case details, unfortunately they were unable to match the colour so offered to waive the cost and supply a replacement. It did take several months but they did deliver them and my case is all good now.
Chris

I had a poor experience with ITL which refused to honour their warranty on a brand new suitcase which broke on its first use. A new bag breaking on its very first use in transit indicates a clear failure in manufacturing quality - don’t buy from here.

I’m very happy with the customer service I received from IT Luggage. Darren was extremely helpful and made sure my order was dealt with quickly. Thanks to his excellent support, I received my order within 48 hours.
Thank you, Darren, for your great customer service and help. I really appreciate it! Highly recommended. 😊

Phoned but no one pick the call up
Email sent, with copies of receipt and warranty with photo of case. Wheels sent but they are not going to hold 29kilo of luggage, advised would have to buy a new case. Katie ignored this three times, even ignore one email, she says click on the link and choose a new case. Already by then bought one, as soon off on holiday. They are not able to compensate even with a receipt. Katie then asks what can I do to resolve the issue. Reading the emails and don’t delete my photo only to ask for one to be sent.
Warranty is worthless plus the time spent which was wasted