it Luggage Reviews 

Order number IT403556
It’s been 4 days since I ordered my luggage, still no dispatch number yet, no response to mail, they don’t pick up thier call, this is so unreliable, I need that luggage to travel with on Monday, now that seems impossible! This is the most absurd thing ever

Similar to everyone else's issues no updates on delivery, I ordered on the 13th so today is what should be the last day for dispatch, I tried contacting it luggage due to the recent reviews worrying my cases wouldn't arrive in time, I have emailed and got the generic response and have contacted them on Facebook messenger just to be told its been passed on no actual updates, I didn't want to leave a review but I'm not getting the answers I need from them concerning when my order will be delivered.

Edit - 22/06/2026 - have now received a dispatch email on what would be the 6th working day after placing my order so hasn't been too delayed, not giving a 5 out 5 only because it took contact through Facebook and email to get an update, so as long as delivery goes OK would order from here again.

Great customer service but the case did break after one use and wasn't replaced for free as we had to pay an additional charge and could only choose a replacement from a small list but overall we got a replacement that we can use.

IT Luggage use DPD for delivery who seem to be the most incompetent delivery company in the country. Delivery took much longer than promised - that is bad enough, but try returning an item. DPD did turn up and take the suitcase but only left a liny slip. Two weeks later and nothing heard from IT. DPD Track & Trace shows it was collected but nothing more. No refund or even acknowledgement after two weeks.
Very good luggage through!
Thanks for a rapid reply on Trustpilot. I just wonder how soon is soon? Also appalled to see FIVE one star reviews yesterday all concerning customer service. Beginning to wonder if IT Luggage staff in Harlow were on strike or the premises damaged?

Useless. Theives. Ordered 7.06.26. No update. Been complaining as I needed urgently. Tody they emailed saying they are cancelling the order. No reason. No help the entire time. Constantly been trying to get in touch. Horrible customer service. Worst company I’ve ever used. Disgusting service.

I’m now down £200 no bags. Needed urgently and have nothing to use for my holiday. Not even an apology. Fake replies. They just decided they didn’t want to deliver and stopped replying.

Edit: It’s like they don’t even read or look into anything. See reply below. How can you mark it as urgent when you cancelled the order randomly ?

Have tried to call customer service ( goes to answerphone) following a really poor (looks like automated) response via email. Products ordered 8 days ago now and still no sign of dispatch. Really disappointing. Will not be using again and will advise others as well. Sort your customer service out!!!

I am extremely disappointed with the service I have received regarding order #IT404112.

I paid for express delivery, yet my order has still not been dispatched. There was no information during the ordering process to indicate any supply or delivery delays. The only mention of any issues appears to be on the Contact Us page, which is not somewhere a customer would reasonably think to check unless they were already experiencing a problem.

Had I known there would be delays, I would not have paid for express delivery.

As I am due to go on holiday next week, I urgently need to know whether my order will arrive in time. If you cannot dispatch the items immediately and deliver them as paid for, I expect a full refund, including the express delivery charge, so that I can purchase the items elsewhere.

I would appreciate an urgent response confirming the status of my order and how you intend to resolve this

Ordered ONE suitcase 13 days ago. With standard delivery meant to be 3/5 days ITS BEEN NEARLY TWO WEEKS and there is no dispatched order for it and no updates. Everytime I contact I get the same email saying sorry we will push it to be quicker. Two weeks is appalling and so unfair .

Customer Service is absolutely horrendous. After I had requested for my order to be sent as a priority… after already waiting a week for my order… they decided that they would need to cancel my order. This would have been fine with me, however I have now seen that they are now prioritising other customers orders! The employee who dealt with my email quite clearly didn’t read my email properly, didn’t apologise, and didn’t seem at all sincere in their response. I want this matter reviewed urgently today!

Poor customer service. I placed an order on 7th June and have still not received, order shows as confirmed. I have emailed and received a reply to say order has been made priority with the warehouse. Still no dispatch notification today, no tracking number received as requested. Contact number goes to voicemail! I would not recommend unfortunately, really need this order ASAP for my holiday and I’m left with no luggage!

Ordered luggage purely due to the fact website states 3-5 days delivery. We needed the luggage for this weekend which would have given them 8 working days to deliver. As of today items have not been despatched. I have tried to contact them but no-one responds with any meaningful information regarding estimated delivery. A generic response is given stating how busy they are and expect delays. Updating their website with this information rather than misleading customers with 3-5 working days delivery. Directors Sedat Selvi and Paul Richardson are both on linked in so might be worth messaging them via that platform for updates.

I placed an order for 2 suitcases on 12/06/2026. The delivery time was stated as 3-5 days which was fine as I travel on 22/06/2026; however, 6 days later there is no update or confirmation of dispatch. I contacted customer service using the contact form on website. I received a generic reply about delays and high volume of orders. This is no help whatsoever as I still do not know if the suitcases will arrive before I travel. I would not have ordered if I knew that delivery was not 3-5 days as stated. I will now have to find suitcases elsewhere as it seems unlikely I will receive this order in time. Extremely inconvenient and disappointing service.

IT luggage is great. The wonderful thing is that you can repair the bits that go wrong ie wheels, handles etc. Much better than having to bin a perfectly good suitcase.
The problem I had was getting the parts. I completed the online form 3 times but no response. However once I emailed I got an immediate response and got the parts I needed. End result was great but the online form seems to be a waste of time.

Ordered 7.06.26 - no reply, refusing to send out, i keep getting automated responses, and now they said they will just cancel the order because i've complained too many times... I just want my order why are you theiving and refusing to send!!! disgusting company. DO NOT USE. messaged through form, instagram, emails, everything, they are so useless!!

I want my items!! why are you randomly cancelling after 2 weeks???

Update: Despite the bs reply from IT luggage below, they have still emailed me saying, sorry its been cancelled we are not doing your order... but they haven't even refunded me? I just want my items!!

I placed an order on 6 June and despite having received an order confirmation email and funds were taken from my card, the order is still not showing as dispatched. I did communicate via email with customer services and received an email response à few days later saying that they were overwhelmed with orders but that i could expect dispatch confirmation shortly. It is now 17 June and no dispatch has been confirmed. This is totally unacceptable as the luggage was required for a trip at the end of this week. I will have to purchase alternative luggage elsewhere.

Very prompt service and new wheel delivered quickly

I just want to say a very big thank you to the staff that help me with my order i semd one email about my delayed delivery and it was wit me the next that. This is fantastic customer service 

I never write bad reviews, but honestly, after the response I received from customer service, I feel I have to warn people not to order from this company.As many others have stated, the delivery times are dreadful. There has been no movement on my parcel and I've heard absolutely nothing from the company apart from the initial order confirmation email.

I was careful to check the estimated delivery times on the website because I didn't want to get burned. I need this luggage as I am moving abroad. Even so, I ordered well in advance, leaving almost an extra two weeks beyond the delivery timeframe stated on their website. When I emailed customer service, I received the following response: "I hope this email finds you well. Unfortunately, we do not have an exact delivery date for your order, however, we expect this to be dispatched in the next couple days. We sincerely apologise for the delay and thank you for your patience." So, basically, a whole pile of nothing. No clarity, no real apology, and no explanation.
It's obvious this is how the company conducts its business. I have spent hundreds of euro on an item that very clearly doesn't exist or isn't available to ship. I don't understand why they are advertising these delivery times and selling these products if they don't have the capacity to fulfil orders. If the website had clearly stated there were delays, I wouldn't have ordered from them in the first place.

To anyone reading this and considering buying from here: listen to the reviews and buy on Amazon or somewhere. At least then you'll know what you're getting into.

They were very helpful from start to finish,could not fault,I did have to email for updates but we're very quick to respond .

I ordered items 1 week ago on the 10th and have received no updates to dispatch or delivery. There seems to be no number to contact and no response via email. I travel next week so ordered these items in plenty of time. I am very disappointed so far but really want the luggage so am reluctant to just cancel order……