it Luggage Reviews 

I purchased a New York Wide Handle Design 2-piece luggage set directly from it luggage in July 2022 for £100.

After the large suitcase suffered a structural failure of the handle and a broken wheel, I contacted customer services to make a warranty claim.

The most frustrating part of this experience has been the lack of communication. I sent seven emails over a number of weeks and repeatedly tried calling the published customer service telephone number, but received no response.

When I eventually received a reply, I was told that because I was only claiming for the large suitcase, I would be offered a replacement value of £55, despite an equivalent large suitcase on their website currently costing around £75. I purchased a matching two-piece set, not individual cases, so I have asked them to explain how this valuation was calculated and to reconsider their offer.

I appreciate that they have now responded, but the lengthy delay in communication and the proposed resolution have been disappointing. I hope they will review my case and provide a fair replacement.

At present, I cannot recommend it luggage based on my experience with their after-sales service.

Ordered a suitcase on the 2nd of July.
When asked several times where my suitcase is they email reply and say check tracking, when I check the tracking DPD have not received my parcel yet.
I emailed to cancel my order and they never replied to my email.

Still no update on my order if it’s on its way, if it’s cancelled nothing.
I tried to ring several times straight to voice mail.

Would not recommend buying off IT Luggage!

Bought 3 large suitcases, all 3 the same handle broke on. Tried to call them to discuss, nobody ever answers the phone, or replies to voicemails.

I'll buy 3 new ones, but they will be a different brand to these or any others in this company group.

Really poor

Unfortunately, my experience with IT Luggage's customer service was very disappointing. After returning an item, it took over two weeks to receive my refund, which is far longer than I expected.
What made the situation even more frustrating was that I had to seek assistance through Resolver to help progress my complaint and obtain a resolution. I don't feel customers should have to escalate matters through a third-party service just to receive a refund they are entitled to.
Communication throughout the process was poor, and the lack of urgency left me feeling ignored. While the issue was eventually resolved, the amount of time and effort required was unacceptable.
Based on my experience, the after-sales service and refund process need significant improvement. I would be hesitant to purchase from IT Luggage again.

⭐⭐⭐⭐⭐

I had been experiencing delays with my order and was becoming increasingly concerned as I have an important trip coming up. I contacted customer services, and Lillie was incredibly helpful throughout the process.

She took the time to escalate my order with the warehouse, kept me informed, and requested that it be dispatched as a priority. Thanks to her persistence and excellent communication, I received my dispatch confirmation shortly afterwards.

I understand that the company has been dealing with a high volume of orders, but Lillie’s professionalism, empathy, and willingness to go the extra mile made all the difference. She is a real credit to it luggage’s customer service team.

Thank you again, Lillie, for your outstanding support. I really appreciate everything you did to help before my travels.

I have had a faulty luggage first they said that they can’t do anything then I managed to get them to investigate the matter then for them to process it’s been over 3 months they said it’s dispatch but then 2 weeks later they said it’s out of stock they have the worse customer service I have ever seen. I still have no luggage when I told them I am going away they don’t refund never buy from them again
if you loot at your emails maybe I have sent more then 50
Gulsen karaoglan

No communication, lugguage not dispatched, no one to talk to. Have initiated contact with no response. Will not buy from here again.

I have placed an order on 9th July. I have received no correspondence about these items being shipped. No updates on my order. No response from customer service to provide an update and I go on holiday soon , and it’s looking likely, that I will be travelling without these suitcases I have ordered. The money has been taken from my bank but no sign of my items arriving. The website says 3-5 working days. I am now on the 9th working day with no update. Very poor service.

Ordered a set of three suitcases and a small vanity case on 14th July. No tracking information or details about where my order was. When I sent a query to customer service 20th July asking where my cases were, they refunded me the set of three suitcases without explanation until the next day to say sorry they're out of stock. I asked if they would cancel the small vanity case as I don't want it if I can't have the matching suitcases. But have been told it's already in the process of being sent out. However there's absolutely no tracking details.. the system is useless. Why is there no telephone number so I can speak to a human and sort this out?

I have been purchasing IT Luggage products since 2007, which is why this experience has been so disappointing.

In October 2025, I purchased a 27-inch hard-shell IT Luggage suitcase from WINNERS in Canada. Within months—and after very limited use—the suitcase suffered a catastrophic structural failure while I was travelling.

Both wheels collapsed into the body of the suitcase, causing the entire base to fail. The bottom of the case ripped open, leaving the suitcase unable to support its own weight and completely unusable. I was left dragging a destroyed suitcase through an airport, trying to salvage my belongings while my trip came to an end. No traveller expects a premium hard-shell suitcase to fail in this manner after only a handful of trips.

IT Luggage reviewed the evidence, including photographs, and approved my warranty claim on June 9, 2026, confirming the suitcase was defective.
That should have been the beginning of the resolution.

Instead, it became months of unnecessary frustration.
Despite acknowledging the defect, I was asked to pay shipping costs (For the company's defective unit), offered replacement products that were not equivalent to the suitcase I purchased, and repeatedly assured that my concerns had been escalated to Management. Management never contacted me.

I made repeated telephone calls, left voicemail messages that were never returned, sent comprehensive documentation—including proof of purchase and photographs clearly showing the failure—and continued following every step requested of me.

Each time I believed progress was finally being made, communication stopped. At one point I was even advised that sending additional follow-up emails could move my file to the back of the queue, so I waited in good faith. That goodwill was met with silence.

By the time I am writing this review, more than a month has passed since IT Luggage approved my warranty claim, I still do not have a proper resolution, and I have another trip approaching without suitable luggage.

The defective suitcase is only part of the story.
Products can fail. What defines a company is what happens next. In my case, IT Luggage acknowledged responsibility but failed to deliver a timely, appropriate resolution.

The warranty process was characterized by delays, inconsistent communication, unfulfilled commitments, and a complete absence of accountability once the claim had been approved.
After nearly two decades of choosing IT Luggage, this experience has permanently changed my opinion of the company.

Trust is earned long after the sale, and unfortunately IT Luggage demonstrated that its warranty process does not reflect the confidence its products are marketed to inspire. I cannot recommend a company that acknowledges a defective product yet leaves its customer to spend months chasing the resolution that should have followed the warranty approval. (As of Today still no communication July 22, 2026) Be very careful before purchasing from this company!

I am genuinely shocked.

Someone from it luggage replied to my previous review within 24 hours, which gave me hope that this matter would finally be taken seriously. Unfortunately, the response I received from customer service this morning has left me even more frustrated.

The email stated: “Only x2 items have been received at our warehouse, we would only be able to proceed with x2 replacement items.”

I simply cannot believe this is the position they are continuing to take.

Three suitcases were collected from me by DPD. I have checked the DPD tracking information, and there is evidence showing that three suitcases were collected. DPD has also advised that because it luggage arranged the collection, it is their responsibility to raise a dispute and investigate the issue with DPD. Despite this, it luggage appears to have made no effort to do so.

Instead, they have repeatedly told me that only two suitcases were received and therefore they will only replace two. How does that make any sense? If an item goes missing between collection and processing at the warehouse, surely the first step is to investigate what happened, not simply deny responsibility.

What makes this even more frustrating is that I have had to do the investigation myself. I have spent my own time contacting DPD, gathering information, and explaining the process to the company that should be handling it. At no point should a customer have to chase a courier on behalf of a retailer.

The customer service I have received throughout this process has been extremely disappointing. Rather than feeling supported, I have felt dismissed and ignored. A missing item within a company’s supply chain should trigger an immediate investigation, not a refusal to properly look into the matter.

This experience has completely destroyed my confidence in it luggage. I expected accountability, communication, and a genuine effort to resolve the issue. Instead, I have encountered delays, poor communication, and a complete lack of ownership.

I have now requested that a formal complaint be logged and that a senior member of staff contacts me directly. I am exhausted by the number of emails I have had to send just to get basic answers.

At this point, I no longer want replacement suitcases. I want a full refund for all three suitcases and appropriate compensation for the time, stress, inconvenience, and frustration this situation has caused.

This has been an absolute shambles from start to finish.

How do I get hold of somebody to check the progress of my order? Order was placed July 16th with 3-5 day delivery. However there are no updates available on the link about the progress of my order. I'm concerned they won't arrive on time and I'm happy to change case colour if they can be delivered ASAP but cstn find a way to speak to anybody? Many thanks

UPDATE.
I was contacted very quickly my query was dealt with extreamly efficiently. Thank you so much for solving my query within a couple of hours. Excellent customer service.

I've got two pieces of the lightweight soft shell four wheel cases that stack inside each other. I of course lost my receipts and warranty stuff a long time ago, and after 9 years of semi regular use the wheels on the small case were on their last legs and the case was prone to wandering off to one side. Got on to it luggage and they were super helpful by email. Sent photos of the luggage and the wheels and despite me not knowing any of the actual details about the case they managed to get me new wheels and post them out to me. New wheels are on and I'm delighted I didn't have to get a new case. 😁 There was a bit of a delay because of stocking issues but they were super nice about it.

Ordered a week ago and have received no shipping updates. Contacted customer service and no response!

since my complaint raised 2 Jul about my order #IT337511, ILLUSTRIOUS II - 3PC SET (VINTAGE KHAKI) with pictures sent to your team via email, I have received no resolution just multiple ask to send videos and further request to send pictures but now on WhatsApp. This delay tactic is disheartening. After paying for a good brand and quality, I am disappointed how your team handle defect issues and complaint. I know better now and will stop being an advocate for your brand after years of patronage. Shame because I have never had any issues until now and you would expect your team to resolve this following all the evidence provided.

I have yet to receive all of the luggage I ordered and the only one I have received was in the wrong size which I cant use because its exceeds the airlines allowance. I have contacted on multiple platforms with no reply except one email to provide them with more information that I have responded to with no reply. Its been more than 5 working days and I still havent received even any delivery details on the rest of my order

The wheels wear out very quickly on a carry on. The company has a 10 year warranty but when asked for a set of replacement wheels, all they do is reply that the shipment of the wheels is delayed and they are very sorry. Trying to get the wheels for 8 months now.

I purchased the Legion 3pc set in asphalt, when I used the large and medium cases the IT logo came off on both cases, disappointingly I tried to claim on the 10 year warranty, but they didn't even have the decency to reply to any of my emails. Now I have holes in both of these cases were logo was.

​I ordered two suitcases on the 4th of July, expecting them within their advertised 3–5 working day delivery window. Only one arrived. The DPD tracking link for the second suitcase has been stuck on "Label Created" for well over a week, proving it never even left their warehouse.
​When I contacted customer services to cancel the missing item because it is now too late and no longer serves its purpose, I was met with shocking incompetence. Instead of taking responsibility for their own warehouse error, customer service tried to shift the onus onto me. They demanded I sign and return a legal "non-receipt disclaimer form" within 48 hours to launch a courier investigation.
​How can I declare to a courier that a parcel is "lost in transit" when your own tracking data shows you never even handed the box over to them? To make it even more absurd, the template form they emailed me was for Yodel, when my shipment is supposedly with DPD!
​I have heard positive things about this brand, but this experience has been incredibly poor and has completely put me off ever ordering from them again. I will not be playing your administrative stalling games for an item you failed to dispatch. I will be contacting my bank if swift action isn't taken and I'm refunded immediately. If my refund is not processed immediately. Avoid ordering!

I ordered luggage 12 days ago, there’s no dispatch details and no notification of a delay. Very disappointing! If you are ordering for a requirement in the next few weeks I would advise not to order from this website.