it Luggage Reviews 

Had an issue with our suitcases wheels and even though we didn’t have the receipt from a good few years ago they sent 8 new wheels out next day delivery all FOC and our cases feel like new again. Absolute first class customer service. Well done IT. 👏👏

I have bought many case sets and this is the first time I have had a problem which was the lock jamming 10 mins before leaving for the airport (NOT GOOD) but i got in touch when i got home and i am now waiting on my new case.

Excellent customer service. The TSA lock has a fault and would not allow one zip to stay in the lock. I bought the case a couple of years ago and under the manufacturers warranty I have been provided a new TSA lock. The process was simple and I expected as I would have purchased a spare part. The response was swift and very appreciated. Excellent customer service.

Terribly made!! My zip literally spilt the minute we got to the airport!! Terrible customer service ! What a waste of money and such a head ache

I recently had to use the warranty on my Glitzy carry-on after experiencing issues with the zipper and pull-up handle.

Although the process took some follow-up on my part, Koulla with IT Luggage Customer Care was very helpful once we connected. She explained the warranty replacement process, helped me select a replacement carry-on, and made sure my order was processed.

I paid the required shipping fee, and my replacement bag was shipped and delivered successfully.

I appreciate Koulla’s follow-up and assistance in getting the issue resolved. Thank you for standing behind the warranty and replacing my damaged luggage.

I was very impressed with the support I received from a very helpful lady at their commercial centre and also their staff in customer services. Having explained I was due to move house by the end of the month, my order was processed very quickly and my suitcase arrived within 2 days!

Have just bought one of your cases. The overall measurements including wheels and handles are incorrect on your label information. My measurements show 83cm x50cm 27cm, but you have indicated on your label 79cm x 46.5cm x 27 cm. How the internal width of the case on your label can also be 27cm is amazing, as the outside measurement includes the handle! Overall the case appears okay. Have not had a trial run as yet.

Really poor service I still have no idea when my cases will be delivered and no way of contacting customer service. Disgraceful service please do not use

Wheels failed on our suitcase on holiday. Contacted customer support and after some polite friendly short questions to establish which wheels were required they despatched replacement wheels.

Contacted IT Luggage with a warranty issue after my suitcase became unusable. The customer service was excellent from start to finish, quick and efficient. They offered a range of replacement suitcases and explained how things would progress step by step. Really nice to receive great support. Always purchased from IT and this is the first time I have had an issue. Great to see they carry out the 10 warranty policy.

Really pleased with the service from It Luggage. I ordered a spare wheel for my broken suitcase - I now know it should really be the airline that sorts this, but they sorted it for me anyway. A great surprise that saved me the hassle. It arrived just in time before I head off to Ibiza with the girls, so I'll be travelling on all 4 wheels!

Great communication and a quick turnaround. This has cemented that I'll only buy my suitcases from It Luggage from now on. I actually had a 3 suitcase set before from them too, but when that one broke I just binned it rather than reaching out. This time I thought, "why not email and ask?" and I'm glad I did.

I am a carer and I am assisting with this matter. The issue has been particularly distressing for them, as the suitcase is no longer functioning as it should and the faulty handle significantly affects its usability. I have called multiple times no answer. I have emailed \ messaged via multiple ways ( email, Instagram, Facebook) and eventually got a reply back to which I replied.

However, I’m waiting to get acknowledgments to replies. Getting a response back is painfully slow! I was advised by email to choose a new case in the same price bracket as the original RRP, however 80% of the cabin cases are out of stock online. This is causing distress and inconvenience. Not similar to what they had before at all. An option for a voucher or refund would be a better option! If someone could reach out to let us know if this could be an option would be great!

Further to this I receive an email from
it luggage today that is for someone else’s claim and not ours!!
Incredibly frustrating!!

If this claim could be dealt with as promptly and smoothly as possible, to help reduce any further distress and inconvenience would be appreciated.
Please help!!!

I am extremely happy with the service I received from it luggage. I am happy to say they resolved my issue. Great suitcases and great company.

DO NOT BUY IT LUGGAGE!!! WARRANTY USELESS!!
I purchased 2 large IT cases over a year ago, before i used one of them the IT logo fell off, requested a new one and 1 year later still no logo replacement. We then used them once and the zip came open and the lock stopped working. After over 12 emails, videos , photos and more photos no support or compensation from the 2 year warranty. The warrantee is a con, absolutely useless and a lie, they do not cover anything and just want to blame airlines or any excuse not to compensate + just keep asking for videos. After many requests for photos and videos via email they now say they need it via WhatsApp, they a just keep adding hurdles as obviously do not guarantee anything. Absolute con do not buy them they are poorly made with no warranty!!!!! If i could put a minus star i would.

Had issue with suitcase was not happy with response but now IT luggage customer service have come back and sorted the issue out.

Very helpful,quick and easy to explain the problem,happy with the replacement.M Roberts

Had a small issue which was followed up and resolved very quickly and efficiently

I am a carer for a person whose hardcase expandable cabin suitcase telescopic handle mechanism has stopped functioning properly and gets stuck.
I filed online on their website under the warranty for a replacement but have not heard back from them and no acknowledgement of receipt of this either for me to tell them and assure them it’s being handled! This is not acceptable surely someone can send an acknowledgement out!

The issue has been particularly distressing for them, as the suitcase is no longer functioning as it should and the faulty handle significantly affects its usability. I would therefore be very grateful if the claim could be dealt with as promptly and smoothly as possible, to help reduce any further distress and inconvenience. If someone can reach out from the it customer services Team I would be very grateful.

Lucy was very patient and understanding with my situation. I was asking for a wheel replacement for one wheel that had been broken and she sent me a complete set at no cost to me
I’m very pleased with her and IT customer service team

Fast friendly and efficient service with good back up of video showing how to fix new wheel. Somehow their email to me ended up in my Spam folder (not sure if a problem my end or theirs) so could have been even better service. Reasonably priced.