it Luggage Reviews 

Hello i have ordered since last week Friday, i haven't even got any dispatch email to confirm or any other update in regarding my order.

CAN IT LUGGAGE PLEASE REPLY TO MY RESPONSE ASAP. Thanks Shain

I ordered suitcases and paid extra for next-day delivery because we were due to go on holiday the following weekend. I received an order confirmation, but on the expected delivery day there was no dispatch notification, no tracking information, and no indication that the order had even been sent.

The only way to contact the company was by email, and it took three days to receive a response. When they eventually replied, I was simply told they were busy and asked to be patient, with no estimated delivery date provided. I emailed again asking for an update and had to wait another three days for a response, only to be told they still couldn’t give me any delivery date.

I find it very disappointing that next-day delivery is offered and charged for when the company is clearly unable to fulfil it. As a result, the suitcases did not arrive before our holiday and we had to borrow luggage instead.

The suitcases eventually arrived a week into our holiday. Thankfully, our neighbours were able to take delivery for us, otherwise they would have been left unattended.

The product itself may be fine, but the delivery service and communication were extremely poor. Based on my experience, I would recommend purchasing your luggage from another retailer, particularly if you need it within a specific timeframe or are paying extra for expedited delivery.
Very disappointing overall.

DONT BOTHER!
I placed an order for a case 5 days ago, standard delivery 3-5 working days, expected to receive it today yet I go to track it and it’s still unfulfilled, not even confirmed! The status of the order hasn’t changed since I placed it. I’m so annoyed as I travel at the end of this week!! I’ve emailed, sent a message on Instagram. I found no end of negative comments on their Instagram posts from others saying they still haven’t recieved their orders either and the customer service is shocking. Instant regret for placing the order especially now I cannot cancel it and I’m going to spend a lot of time trying to get someone to contact me back!
Seriously the cases may look nice but don’t bother ordering unless you need it for a holiday in 2027.

Great to deal with reasonable delivery charge

Purchases 2 large cases 2 years ago unfortunatly 1 of the handles is broken and wont extend,Completed all the form with pictures and video as requested by them and sent email in on the 8th June,got an email back saying they would be in contact within 48 hours.Now 5 days later and still nothing,have try to find a telephone number on their website to ring but nothing.

I am desperate for my luggage which was supposed to have arrived days ago. Have sent many messages and emails. The phone number on this review page doesn’t work. I can’t get through to them, does anyone know how to speak to them?

I have emailed again I have not had a reply. Is this the correct email? It is the contact email address which I found on your website. I have emailed many times using this email

I need the luggage at the end of this week

I ordered my luggage on 6th June and not had anything beyond the original receipt

**Update 17/06**
Finally received an email stating the order has been dispatched. It is currently with DPD, however, they have sent a message saying there is a delay with my order...

##In response to your message, I don't have Facebook. However, here is the order number: IT401046
I used the 'contact us' to submit my query. Here is the submission number: ORD-UK23262.##

I placed an order on 9th June, and there has been no update whatsoever since. It just says unfulfilled. I'm getting really irritated by this, because you were quick to take my payment, but slow to even dispatch my order!! I have sent a couple of emails, but still waiting for a response.

IT400444

I made my order monday 8th June, 3-5 days delivery. I haven't had any updates, and delivery still says waiting for updates. I have contacted customer service and not had a response yet. I am concerned as I am going on holiday this week so need asap. Really need someone to get in contact with me as there is no customer service number.

Ordered a suitcase from them nearly 2 weeks ago which is plenty of time for it to be delivered according to their website yet it’s not even been posted yet and I go away this weekend! No way of contacting them other than a “form” on their website which reading other people’s reviews, they don’t respond to the form. AVOID AT ALL COSTS!!!

Update: I cancelled that order and paid for next day delivery (order placed just after 12 on Thursday 18/06) and they still haven’t delivered.

I’ve been contacting them for over a month they said it will finally be replaced still no update I don’t understand why it takes forever for them to respond

IT18842

The customer support team is great, but sadly, my experience was not the best. I agreed to pay the 14 euros to get a replacement wheel for one broken in my suitcase, but it came without the screws, as the old wheels were a bit different, the previous screws didn't work. Customer support mentioned they will send the screws via Royal Mail, which could take longer, but it has now been more than 10 months and nothing has arrived. So I paid for an incomplete replacement piece in vain.

Replacement wheel identified quickly and dispatched right away. Customer service team very helpful

I needed to replace the wheels on my suitcases and used the option on the IT Luggage website to order replacements.
The process to order them could be improved by stating the information/photos needed when submitting a request. It would also be good to be provided with a reference number for each submitted request to make it easier when communicating with IT Luggage.

Once my replacement requests had been submitted and, I had clarified which suitcases had the wheels in stock and which suitcase didn't, IT Luggage were very quick in sending out replacement wheels and providing an explanation and timeline for the wheels that were not in stock.

The wheels arrived within a couple of days and were easy to fit.

Would definitely contact them again if any future repairs are needed on my suitcases.

Order placed 7 th June, delivery expected 3 to 5 working days i.e. last Friday.
It’s now a week later and not even been dispatched. So basically I would not recommend to order from company if you would like your luggage in a timely manner.
We are off on holiday today hey ho.
So when it actually arrive 10 days after order 14 days after order? your guess is as good as mine.
If you have problems in your company delivering product, say on the website saying sorry we cannot guarantee 3 to 5 days due to volume. Don’t just leave it as normal expecting people to be disappointed. The gutting thing and I was in town this week and I could’ve picked up some luggage from a shop.
ON IT400373

Cannot believe how different the suitcases we have purchased look from the photos on the website. They look as if they have been crushed, the material on the outside looks as if it needs ironing and the stitching is various sizes throughout the whole set. Compared to my old set of IT luggage these ones appear to be cheaply made and badly designed. I will keep them but i will not be as proud to use them as i was of my other set.

Apparently they are usually good. But not recently. Ordered and expected to receive earlier this week. No update. No tracking. Nothing. I’ve sent messages multiple times to see what the issue is. But I just get an automated reply from customer services saying “we are busy to high volume at this time” … do not tell me my order will arrive in x days and still not bother sending it out well past the date. Like where is the order. This is happening to a lot of people. Not happy.

Update: Still nothing from them and the reply they sent below is a lie. They did not request anything. And I’ve sent multiple emails. Utter shambles and lies.

Update 2: They randomly cancelled the order and are refusing to send out ??

Terrible after service
Used cabin luggage once handle would not go to return position
Contacted it 14-5-26 with all relevant information photos
I received email back from Lillie to ask for more photos which I did
Am still to receive a response
I made contact again explaining my situation and low behold my email back asking for the same information was Lillie
I responded with complaint number etc of my claim
Am still waiting for a response from Lillie
This is 4weeks now that my issue is unresolved
Very poor customer service

I placed an order with it Luggage and the payment was taken from my account immediately, yet I have received absolutely no order confirmation, no delivery update, and no communication whatsoever regarding my purchase.

Since placing the order, I have left a voicemail, sent an email, and completed the online contact form on their website. Despite trying every available channel, nobody has contacted me or acknowledged my enquiry.

To make matters worse, I paid extra for expedited delivery because I needed the luggage for upcoming travel this Sunday. Due to the complete lack of communication and apparent failure to process or dispatch my order, it now looks like I will miss the deadline and be left without the luggage I specifically purchased for my trip.

Taking a customer's money and then providing no confirmation, no updates, and no customer support is completely unacceptable. At this point, I have no idea whether my order even exists beyond the charge on my bank account.

This has been an incredibly frustrating and disappointing experience. I would strongly advise anyone considering ordering from this company to think very carefully before doing so.

Absolutely shocking customer service. I will never use this company again.

Keep sending emails to try and get in contact with someone regarding my order . Shocking you can’t get hold of customer services . I want my cases or a refund.
Very poor customer service
IT LUGGAGE - please don’t comment saying how sorry you are I want somebody to get in touch with me with the details provided asap

Hello me again
Still no indication of a refund???