it Luggage Reviews 

Luggage claims to be virtually unbreakable however on my cases first trip the base of my handle has smashed and customer service have said it’s not covered under the warranty and haven’t even replied to my last email. So it’s not virtually unbreakable and it doesn’t have a ten year warranty. Read the small print guys. I spent over £150 on this set thinking it’ll last me 10 years.

Bought an 8 wheel lite medium suitcase. The TSA lock broke during it's second outing. I contacted the it warranties with the details of the fault along with photographs. They responded within 24 hours but stated that they did not have a replacement lock available but would replace the suitcase for one of a similar value. I chose a replacement suitcase and was then told a replacement lock was now available and being sent from their depot in China, giving me a date when it would be arrive with no replacement being delivered. The date came and went and warranties are no longer responding to my messages. Very poor warranty service and customer relations

I have ordered 5 days ago thinking using a reputable company will mean I will get my order in time no updates nothing, I'm traveling next week and still no update, order showing unfulfilled. I'm going to have to cancel at this rate, should've gone to argos!

Quite possibly the worst customer service I’ve experienced. I ordered three cases as a set and one arrived damaged/faulty. I contact IT luggage right away to arrange a replacement but they would not issue one until the case was physically at their warehouse, rather than upon collection of the item. It’s now been almost two weeks since it was sent back and I am still waiting for my replacement to be issued. Despite multiple emails, they have now gone on to ignore me, forcing me to reach out on social media. Despite promises from the social media team that the warehouse has been told to issue a replacement I still have not received any notification that it has been sent.
It’s getting to the point where I am going to return the other two and insist on a full refund.
My experience with them has been completely negative just to replace one case that arrived damaged/faulty, which gives me absolutely no faith in their supposedly 10 year guarantee. If I do not receive notification that the replacement has been sent by tomorrow, I will be sending back the other two for a full refund of all three cases and taking my business elsewhere.
I can safely say that after this experience, I will never buy from IT luggage again.

Ordered my suitcases on the 6th June, today is the 24th June, they still haven't arrived nor been dispatched. Customer services can't even give me a date they will be here by. I will never order from this brand again! I do not recommend 😐

I ordered an it suitcase today at around 14.50pm but then I found out the suitcase only has 2 wheels so I cancelled it at around 15.30 pm letting it know and the reason I was cancelling it. I got an email from them saying that they had received a query from me. It says on the website that as long as it hasn't left the site , customers can cancel it . I got an email at 20.00pm today saying the suitcase is being sent. There is no phone number to contact them. Not happy with the service.

Ordered a large suitcase on the 15/06/26 no updates on order, only way of contacting customer service is by email. Emailed took 4 days to respond. Case finally arrived today 24/06 with a dent. Unbelievable

On 12/6/26 I ordered 3 large suitcases and 2 medium sized cases. On the 17th I had to send an email enquiring when my order was due to be delivered as I had heard nothing. On 18th June I had a reply by email stating that the order was being shipped by DPD. On the 19th June 4 suitcases arrived. One large one missing. I told the delivery man I was expecting 5 and he told me there not 5 only 4 then on his system stated all were delivered. I immediately sent email to It luggage customer services who replied telling me to check with neighbours and if no one had it to complete their form and send it back within 48hrs which I did
sending them also photo evidence that only 4 cases were received. To date I have not heard back from them.

I purchased 2 cases back in September and when I went to use them one of the locks would not reset. I ended up taking an old case on holiday with me. I emailed IT Luggage when i came back and advised the fault, took videos etc and my reply was to get a video sent of how to work the lock. The case has never been used and still has the tags on it. They advertise a 10 year warranty my case is under a year old and yet no one is getting back to me to offer a replacement!!!!

26/6/2026
Update.......Via this review I heard from IT to say they would look into this but to date all I have had is a message telling me how busy they are. Absolutely none existent customer service. I am left with a brand new case that cannot be used as the lock doesn't work.

I have placed an order and realised that I had ordered the blueberry set instead of the jet black set. I immediately messaged requesting that the order be amended, I have tried to call, left voice mail, messaged again but no one responds, how do I get to speak to someone please to discuss this? My order hasn’t been shipped yet so I’m hoping to amend the colour before my order is shipped

Suitcase not delivered but advised it was left with neighbour. IT luggage customer services poor and only can contact by email. Their courier DPD took a photo of my elderly neighbours house door and said they had delivered to Lilly. Her name isn't Lilly and no photo of the parcel. However in my porch there was a small parcel with the suitcase tracking order on it. DPD confirmed they had mixed the labels up and delivered the wrong parcel and the driver had been dishonest regarding leaving with the neighbour. They have since collected the incorrect parcel. This has all been relayed to IT Luggage. IT Luggage have sent me a claim form which I completed and it was not a nice form stating if I filled in dishonestly Police would be involved and said they would investigate. I have asked them to resend or refund and nothing back . DO NOT BUY FROM HERE. I have sent five emails and needed the suitcase by Friday! Appalling customer service

If I could give a minus .. I would one of the worst Customer Relations I have experienced. Even by raising a dispute with PayPal.. still not resolved.. the condition the cases were delivered in was appalling and subsequent damage .. today i received an ripped and torn envelope with a bent, scuffed lock tag as a replacement.. just disgraceful .. wish I could post the photos !

The customer service team is worse than useless. I made an order 2 weeks ago expecting a 3-5 day delivery time. The order has still not been processed. Despite numerous messages to their AI I have had no update from them. We go away in 5 days so I will need to get suit cases else where now.

I first contacted them on 27 April regarding my luggage and needing replacement pieces such as wheels after using the case once.  I supplied all the necessary evidence they asked for. My cases were still under warranty.
I received the standard reply that my query would be answered in 48 hours.  
After I received no reply, I contacted them again on 19 May and attached the original email.
Again I have received the standard reply as before.
To date I have received no reply or contact from them at all.
Really really poor customer service and customer communications. I can no longer use the case at all with the wheels missing I am so disappointed.

I love 'it'suitcases & needed 2 new ones so ordered via the website. I have waited over a week, still not shipped when it was supposed to be 3-5 day delivery. Customer service is appalling. No response to emails, social media messages. I needed them for this Friday & will now have to issue a chargeback via my bank. Seems so many others are experiencing this too. Shame on you!

Ordered a suitcase on 11th June and still nothing from them. I got an order number and was advised once dispatched I would get a tracking number. Almost 2 weeks later still nothing…

I ordered this 3 weeks in advance before I travel which is more than enough time and due to their incompetence I am now searching for something else. They have taken my £50, and god knows how I get this refunded. There is no contact number to call and speak to a human and no one replies to any emails.

Awful!

It has taken a bit longer than it should but the team has been responsive and resolved. However, it's been three weeks since the review and I have not received the replacement part.

Ordered my case last Monday. I fly out of the country this Friday. As of yet my order has not been processed and 2 x requests for a realistic delivery date have been responded to with "be patient emails". I have sent a further enquiry on friday asking for confirmation my order will be shipped by Monday or a full refund so i can actually go and buy a case for my holiday this week. No reply to that so im assuming they will avoid refunds and avoid responding to my very reasonable request for a delivery date. Im disgusted. Ive always used IT and had a 5 start experience, but this is the worst customer service iver ever received, they know i wont receive the case in time and so just give non answers and are now not responding.

At the moment I am giving 1 star for customer service,it would be less if I could.We placed an order on 5th June with a delivery of 3/5 working days.On the 17th June we filled in an enquiry form for an update,this stating they would try to answer within 24/48 hours. Still no answer! We have always bought IT Luggage from a retail outlet, but with our holiday looming and still no answers we will have no option but to request a refund and go elsewhere with a different manufacturer. Could we have some answers please as we've tried numerous ways to contact them to no avail.

Ordered my suitcases over a week ago, supposed to be dispatched within 3 working days. No sign or notification of dispatch, items still showing as unfulfilled online. I need these urgently now as due to fly out soon. First time ordering from ItLuggage directly, do not recommend at all. Have sent emails, and the contact us form. Typically no phone number to contact through. Need these urgently, will have to look and buy elsewhere so I have suitcases I can use. Not happy with It Luggage at all.