it Luggage Reviews 

Great service provided by the helpful customer service team when replacing a broken wheel on my case and even re sent them when they went missing in the post .
Thanks again .

Ordered a suitcase set and hand luggage 5 days ago, the status of my order has not changed once. I got free standard delivery, which should take 3-5 days. My cases aren't even going to come before my holiday, I haven't heard a thing from IT regarding my order or the status of it. Really disappointed as I chose to go with IT over other companies. Considering the amount I've spent with them I'm shocked at the lack of customer service.

Recently purchased an expandable suitcase. After the first flight, picking up the suitcase from the belt, noticed that the zip had come off at the front.

Contacted IT Customer Services to notify them of the poor quality zip that didn’t even make a round trip before breaking. I even sent them photos but they will not take any ownership of bad workmanship, stating it was damaged by the baggage handlers. The rest of the suitcase look almost good as new so not sure how zip broke so quickly. Won’t be buying another one from them, plenty of other brands available.

Placed an order on 29th June for 3 x large suitcases , with 3-5 working days for delivery. I have still not received any tracking information via email and when I go on their website and track my parcel using my order number, it says order unfulfilled. It has been 8 working days since my order was placed and the money taken from my bank but zero emails about it being shipped. We go on holiday in 10 days so I am worried they will not arrive in time.

It's been nearly 4 weeks since we returned my item we have confirmation that they have received the returned item from the courier, but we have not received the refund customer service are not replying to our recent email's regarding this matter. This is very poor customer service, would not be ordering with them again.

After purchasing luggage in Feb 2026going on holiday with the luggage for the 1st time in June 2026when we returned we noticed that 1 of lock connections had been snapped off. So afterncontacting them I knew that it was not covered under the warranty so they kindly offered to send me a replacement lock mechanism free of charge many thx again Trevor leeds

ordered 20 days ago, still not dispatched. was told would be sent by end of last week but no update or updated delivery time frame.

Order number: IT401594

I placed my order for a suitcase on 10/06/26 and this was finally dispatched a week later.
I received the suitcase on 18/06/26 at 13:56 and opened it up when I was home from work at 14:30 and noticed it had black marks on and the plastic was damaged. I immediately placed it back in the box and taped it up and looked on how to return this, which was a nightmare. You have to submit an online form, with photos and videos of the damage and await someone to email back and accept the return - I submitted this return form 4 hours after I received the case.
I immediately got an automated email that asked for all the information again (pictures&videos etc), which I submitted again via email.
Once I had finally got a response from someone, they had only offered 25% discount should I wish to keep the case. No acknowledgment of the return and I then had to email back and request the return a third time. Clearly a delay tactic hoping people give up by this point.
2 days later someone emailed me and asked when would be best time/date for collection. I gave the time and dates I was available and I received a confirmation that the collection was booked and ready to come between 10am-2pm. On the day, I received a tracking link that showed my item would be collected between 3-4, which is a time I wasn’t going to be in. I had to cancel my plans and wait in for this to be collected.
The returns policy states a refund will be issued within 3-10 working days of the date this was collected. I emailed them on day 9 concerned that I hadn’t had any communication or refund etc, to which someone replied confirming I have to wait 10 working days (shocker).
GUESS WHAT….. It’s now been 10 working days and I have not had a refund, no communication and now unable to get a response.

This service has been an absolute shambles from the second they received my money. I will be taking further action and also raise a chargeback with my bank. I would highly advise no one to purchase from this scam company.

Anyone waiting for refunds - keep your communication and raise a chargeback with your bank!

I expect the standard template response that every other review has received - laughable.

I ordered a suitcase on 26 June with an advertised delivery time of 3–5 days. When it still hadn't arrived, I contacted the company on the morning of 2 July, but I have received no reply.

Looking through other customer reviews, the standard response from the company seems to be, "We're sorry to hear this. Your case has been marked as urgent." Unfortunately, many reviewers then report that they never hear anything further. They must have the longest "urgent" waiting list going.

I would say the customer service is poor. In fact, based on my experience so far, I don't believe they have a customer service department at all.

Very disappointing customer service

I am extremely disappointed with my experience with IT Luggage.

The suitcase arrived faulty, with the TSA lock not working from the day it was delivered. I contacted customer service on 25 June and was initially asked to provide photos, which I did straight away. After reviewing them, they then asked for a video, which I also sent as requested.

It is now 7 July, and despite providing everything they asked for and sending follow-up emails to chase an update, I have received no response. My case was being handled by Rhea, but since sending the requested video, I have simply been ignored.

A faulty product can happen with any company, but what matters is how the issue is resolved. Unfortunately, the after-sales support has been extremely poor. There is no customer service phone number to call, and once the initial emails are exchanged, it feels impossible to get a response.

Based on my experience, I would not recommend IT Luggage. The product arrived faulty, and resolving the issue has been frustrating due to the lack of communication and support.

I also have screen shots off the messages and video and photos

Update (unfortunately cannot leave Zero stars)
Finally receive an email and offered an apology and do i want to wait until the end of the month when its back in stock.... i've told them repeatedly i travel in 2 days.

Absolutely disgraceful and despicable behaviour.

I can't believe the insensitivity and ignorance in their reply, do I want to wait until July of course not, I'm travelling in 2 days, what do they expect me to do, use bin bags and then they'll send the suitcase to me on the other side of world!

And to send a survey within minutes was rubbing salt in the wounds, how you can describe this as a conversation or customer service is beyond a joke.
No conversation, you haven't got the decency to pick up the phone and have a conversation, just hide behind emails, and no customer service as you've left me in the lurch with no luggage 2 days before a holiday because of a complete failure by your systems and think an apology is all that is required!

I've been a loyal customer of your brand for over 20years, rest assured I won't ever be buying anything from you ever again.

Placed an order on the 27/06/26 and have not heard any correspondence regarding my order since. My items should have been delivered now and not even been dispatched. I’ve contacted customer service through email, Facebook and Instagram with no response. Doubtful I’ll receive my items. Will be getting into contact with action fraud and small claims.

I needed spare wheels for my luggage. I filled the form, and I was contacted shortly after by Lucy. I received my wheels a few days later. In the meantime, Katie emailed me confirming that the wheels were being dispatched.
Easy to replace, very good customer service

I placed this order 9 days ago, and since then I’ve received absolutely no update on its status. There has been no communication, no tracking information, and no explanation for the delay.

This level of customer service is completely unacceptable. Customers shouldn’t have to chase for basic updates after waiting over a week. If there are delays, communicate them. Ignoring customers only creates frustration and destroys trust.

Based on my experience, I cannot recommend this company. Unless they improve their communication and fulfil orders in a timely manner, I won’t be ordering from them again.

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.