it Luggage Reviews 

I’ve had a really positive experience with the IT team in the Spare Parts department. They were incredibly helpful in sourcing a replacement zipper for my suitcase, even arranging for one to be sent from their office in China. They were always very responsive over email, kept me updated throughout the process and went above and beyond to help resolve the issue. I really appreciate their support and would definitely recommend the team!

Excellent communication with customer services, problem solved , kept me informed during the process
Thank you

Needed cabin case urgently and although express service was suspended, they expedited my order and it arrived by 10.30 the next morning. Excellent service and I am delighted

Had an issue relating to the warranty due to a zipper problem on my 2 year old soft shell suitcase. The suitcase was replaced quickly, without hassle and communication with IT Luggage team was efficient

I have used IT Luggage for many years and have always been very happy with the quality of their cases. In the past, they have lasted for several years and stood up well to regular travel.

Unfortunately, my experience with my more recent purchases has been very different, and I’m now seriously questioning whether the quality has declined.

Around three years ago, we purchased two cases. After only a few trips, the elastic retainers broke and the extender zips also failed. Despite this, we purchased another two cases last year, not realising at the time that they came with a 10-year warranty.

We have recently returned from a trip and, while waiting at the baggage conveyor, noticed clothes hanging out of one of the cases because the zip had completely failed. Fortunately, we had a luggage strap around it, which kept the case together and prevented our belongings from falling out.

When we got home, it was clear that the zips were completely broken and the case could no longer be secured. Given the 10-year warranty, I contacted IT Luggage to make a warranty claim.

Unfortunately, I have now sent three emails and received no response whatsoever. This is particularly frustrating because we are due to travel again shortly, and because I could not get any response or replacement under the warranty, I have had to go out and purchase another case.

I have been a loyal IT Luggage customer for many years, but the combination of repeated product failures and, perhaps more importantly, the complete lack of response to a genuine warranty claim has left me extremely disappointed.

Sadly, I will not be purchasing IT Luggage again. It is difficult to have confidence in a 10-year warranty when you cannot even get a response when you try to use it.

All enquiries were dealt with very quickly and efficiently.
Delivery was quick. There was an issue with one wheel when it arrived which was the incorrect wheel required, this was completely my fault but this was dealt with immediately with no fuss.

Katie gave us exceptional Customer Service and I would highly recommend using IT luggage in the future

First class care and customer service from the team at IT Luggage sorting out our replacement wheels.

My suitcase arrived within 2 days so very quick delivery considering it was personalised. There was a little bit of damage on the case when I took it out of the box. I emailed IT and the issue was resolved very quickly. Fabulous customer service. I would recommend

I bought a case and there was an issue with the zip. Customer Services dealt with my query extremely quickly and efficiently. First Class service. Thank you!

Lock and wheel broke on my first case, I was in contact with the warranty team along the way, unfortunately they could not get the replacement so Rhea kindly replaced the whole case, arrived yesterday and I’m over the moon.
Great service

I have recently bought several items of luggage from this company and have been very impressed with the choice and quality available. They also dealt very quickly and helpfully with a query regarding a delivery.

We recently brought a set of 3 eco hardshell cases, they are great glide lovley even the kids can pull them, unfortunately one of the locks broke, I emailedthem then they sent a replacement out to resolve the issue. good communication

I contacted customer services as one of the wheels had broken on my suitcase. I had correspondence with June, Lucy and Rhea all of whom we're super helpful. They ordered me some new wheels from China which were delivered directly to me. Without their help I would've been forced to buy a new suitcase.

Love the lightweight luggage and warranty works! Lost zipper pulls and damaged TSA locks on our recent overseas trip, sent a warranty claim and they responded quickly. Took some back and forth but was able to receive both TSA replacement locks and zipper pulls. Lost the zipper pulls during initial shipping and they sent another replacement without hesitation. Thanks Koulla and team!

I bought a suitcase from PRIMARK and it broke with almost no use and I went to PRIMARK to exchange it under warranty for faulty components as the handle that broke. They admitted it must be changed under warranty but that they could not do it that I had to talk to the brand. I emailed them and they admitted it was a manufacturing mistake and I was eligible for replacement but they made it soooo difficult. I had to write them many emails and they sent me to a link with suitcases to choose for replacement instead of replacing a suitcase as the one I had. They let me down in communication for two times and I had to keep pushing when they said it was sent already and it was not. I was in Portugal and they did not deliver so I had to send it to Spain to a friends. After the third communication they finally sent it but what was my surprise when I went all the way to Spain to collect it that the suitcase was smaller than the one I had asked to replace since they sent this page and the one ther looked like mine most apparently was not the right one. They say now it’s my mistake and they cannot make things fair and right. I don’t need or want that size of suitcase since it was not the suitcase I needed to replace. I hope they make thing right cause this has been. Nightmare all the summer without a suitcase and now I have to travel Internationally and I need the big suitcase same as I had. I begged them to make things right and that I can send this one back or leave it somewhere so they can pick it up and send me the right one back. Otherwise I am going to drop it in the garbage can since I don’t use this size of suitcase and it is not the one I bought originally. They should make all this process WAY EASIER and customer friendly I had to waste my time and effort all the summer to end up without a suitcase and losing money running around to collect the mistaken one in the end. I hope they make things right finally… customer service so inefficient they took months to send it in the first place giving excuses that the suitcase was in their facilities but did not ship blah blah blah and now that is the wrong one they cannot be humble and costumer service oriented and make things right cause I made a mistake in their replacement labrynth.. sooo unfair

Fantastic support in arranging a replacement wheel, all the way from China, which was damaged by the airline. Excellent communication throughout the process which as you can imagine was over a considerable period of time. Thanks again!!

Requested a spare part for what is probably a 10-year old case. They said they didn’t have one but would get one shipped from China. 8 weeks later it arrived so can’t complain when customer care is happy to source a random plastic foot for an old case

I have contacted the customer service team on several occasions and I have always received a quick response. They are extremely helpful and I have always had a very satisfactory outcome. Very happy!

I emailed to purchase a replacement wheel. A reply with a few hours asking for further details ie: back front left right etc and as it’s an old case a pic of the front to establish model. A few emails exchanged and have received wheels. All in all no problems and no hassle.

Very disappointed with the warranty service
We purchased two sets of three suitcases in June 2024 expecting them to be good quality and to last. Unfortunately, four of the suitcases have become damaged, so we made a warranty claim which ended up with me emailing separately each photo and video showing the fault.
We were initially asked to unstitch the lining of all four suitcases so that they could be repaired, which we were not prepared to do. We then received an offer of replacement suitcases, but only to the value of £32 for a medium and £37 for a large.
This is extremely disappointing. To replace the four damaged suitcases with suitable replacements, we would have to pay an additional £122, and we would also be left with two mismatched sets of suitcases, which is not what we purchased in the first place.
We bought two matching sets of three and would expect a warranty claim to be resolved fairly, either by repairing the suitcases properly without requiring us to unstitch the lining ourselves, or by providing suitable like-for-like replacements.