it Luggage Reviews 

We ordered a big trolley which couldn't servive a trip. I complained that the suitcase stitch came off from one corner and I received a response back that we don't take responsibility for damage caused by the airline. If the suitcase couldn't handle a single journey then why you offered a 10 year warranty? Just to park the trolley at home? Not recommended. We have other high street label suitcases which never damage during transit.

I left a review a few weeks ago about their unlawful and poor warranty experience. Since then, I had someone reach out to me apologising and trying to rectify my case.

However, this really didn't last long. I ended up back in the normal customer service queue after the initial email. They never confirmed if they'd wave the additional fee I was trying to be charged and my issue has still not been resolved after a month and a half.

From the very limited number of cases to pick from, none of which I particularly like, I've made four or five attempts to request a replacement of four different cases as soon as they're coming back into stock. However, by the time they eventually respond, it is out of stock again.

I've now requested they close my ticket and I'll be investing in a cabin bag from another company. This isn't worth my time or effort for this level of poor service.

I contacted customer service about replacement wheels via the IT luggage website. Their response was timely, courteous and very helpful. I am looking forward to receiving the replacement wheels soon.

I contacted IT Luggage as one of the wheels had been pulled of my case by baggage handlers. I was gutted as it’s my favourite case and was otherwise in great condition. The customer service was excellent, although the actual wheel style was obsolete IT sourced a company in China to make replacements (I ordered 2 so now have a spare just in case). Although it took a bit of time to source, produce and ship over, I was kept up to date the whole time. Can’t say thank you enough for the excellent customer service and recommend anyone in a similar situation does the same. I did buy a new IT luggage set as I love the extra light models so much. Even more now that IT have helped repair my old case. Would definitely highly recommend.

Ordered 2 cases very last minute for our holiday and Koula pulled all the stops out to make sure they arrived on time before our imminent cruise. Thanks also to Lucy and Lillie for rallying around.

Had a great experience with IT luggage customer service. Katie was so helpful in arranging for the replacement of broken wheels, keeping me informed at every stage. I've used IT suitcases for years, and they never disappoint.

Ordered two suitcases on on Wednesday 19th of August the following week I had heard nothing so emailed they told me that they were having an influx of sales and they have hired more staff. Sorry for the inconvenience we can offer you a refund or you can wait and they will be dispatched by the following week at the end of the week at the very latest so I was happy to wait. It’s now two weeks so I contacted them and now they’re saying that they haven’t got sufficient stock absolutely awful Customer Service service and on their website they’re still allowing you to buy their stock. If they can’t keep up with the orders they shouldn’t be allowing you to buy the stock or tell the customers all over the website that it’s taken awhile terrible.

Just had a small issue when two items of luggage had arrived back at Heathrow Airport with the Logos missing which left holes in the luggage, I contacted IT customer services online who identified the type of Logo and quickly sent me two replacements to my home address.
Thank you.

⭐ 1 star

Absolutely appalling experience with IT Luggage and their 10-year warranty.

I bought my case a few years ago and the wheels broke off, so I contacted IT Luggage on 2 September 2025 to make a warranty claim.

What followed has been nearly a YEAR of back and forth. For months I was told they needed to source replacement wheels from China because they no longer stocked them. Eventually, I was told the case couldn’t be repaired and that I could choose a replacement up to the £72 I originally paid.

Since then, I have selected multiple cases that I actually wanted while they were showing as in stock. Every time, because of the incredibly slow response times, by the time IT Luggage replied, the case was out of stock.

Most recently, I found a case I wanted that was in stock and replied to their email within around 10 minutes specifically so there was no excuse for it selling out before they dealt with my replacement. I’m now being told it’s out of stock AGAIN and that I should wait for it to restock in the middle of September.

My concern is simple: what’s to stop exactly the same thing happening again? I email when it’s in stock, wait days for a response, and then get told it’s out of stock.

I even asked whether they could provide a £72 credit note so I could simply order the case myself when it was available. They refused.

I’m due to go away again in a matter of weeks and despite starting this warranty claim almost 12 months ago, I STILL don’t have a replacement suitcase.

The most frustrating part is that I chose IT Luggage because I liked their designs and trusted the 10-year warranty. After this experience, I wouldn’t buy from them again.

A warranty is only as good as the company’s ability to actually honour it. Unfortunately, my experience has been an endless cycle of waiting, chasing, selecting replacement cases and then finding they’re out of stock.

Really disappointing.

Absolutely unprofessional company
Customer service doesn't exist
Sounds like scam
Shocking

I had a problem with the broken wheel on the big suitcase and it got replaced in no time. Thank you customer service

Had baggage issue as zipper pull falling off my luggage on its first trip. Company sent replacement and fully satisfied.

I had a warranty claim for a large suitcase that I had been using for about 4 years.
I bought the luggage in the US and made the warranty claim in Germany.

The internal base frame had deformed and lost its rigidity, making it impossible to roll properly. At first, the claim was assessed as wear and tear, which I disagreed with since the damage was clearly structural and not caused by misuse.

I explained my position and asked for a re-evaluation. To their credit, IT Luggage reversed the decision and approved the replacement. From that point on Lucy from customer care was very helpful and responsive. When my preferred replacement turned out to be out of stock, Lucy worked with me patiently to find an alternative and made sure I was fully taken care of. She went above and beyond what I expected and I walked away genuinely satisfied with the outcome.

The replacement arrived quickly and in perfect condition. It wasn't a straightforward case but they came through in the end and made sure I walked away satisfied.

If you are looking for a luggage brand that stands behind their products and takes care of their customers when something goes wrong, I would not hesitate to recommend IT Luggage. Five stars.

Our 10+ year old it cabin baggage and the elder sister of 20kg have travelled quite a lot with us over the years. Little sister required 2 replacement wheels. it staff were very prompt to respond to my 'online form'. Within a few days, the little sister is back in action! Thanks very much for your prompt action and clear communication.

Brought this suitcase a few months ago second time using it and the handle has broken,seems like this is a common fault with there suitcases, can't find my receipt or guarantee for it so £70 wasted ,wont be buying another one .

Rubbish. Bought 10 suitcases over 6 years for minimal use and have 5 left. All cases failed with the poor sub standard handle design. 10 year warranty… don’t make me laugh. They expect you to keep all tags and identify which case goes with each tag and receipt. I don’t know why they have a warranty department as I guess they have never supplied a warranty replacement. I will now order future suitcases from a proper company!

One of the wheels on my luggage broke during a trip. "It" customer service was very prompt in replacing the wheel even though the luggage was discontinued. Thanks to "It", I didn't have to part with my favorite piece of luggage!

Excellent service, very helpful and good prompt communication by email. Would definitely recommend this company if you damage a wheel on your IT case

I have two hard sheel cases from IT and have been very satisfied with them, However, one of the wheels became damaged in transit and the warrentee had expired. I contacted IT and although they didn't have the exact wheel in stock, they contacted their supplier in China, who sent a full replacement set , as my particular colour was no longer available. Althogh this took some time to arrive, the UK staff were very helpful and replied to my emails promptly.

Order never arrived. And then randomly refunded after 3 weeks of chasing it up. Not happy.