it Luggage Reviews 

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.

The customer service team were excellent and answered my queries quickly and with a favorable outcome

I used the suitcase once and it failed on multiple components, 3 months after reporting I'm still chasing them to resolve. Poor service.

My daughter is getting married in Cyprus, I needed new suitcases so I ordered 2 on June 11th up till now I have had no updated details on the progress of my order, I have been in touch twice and was told basically because there was a high volume of orders I need to wait! Today my Son who also ordered his suitcase from IT after I had ordered mine, received his suitcase and he also got an update prior to say it was dispatched!!
I sent another message to IT to ask if they can give me an update on my order and was basically told that they couldn't confirm a date delivery at this moment due to delays within their warehouse. Therefore, should I wish to cancel this order, they would be more than happy to assist with this.
and look forward to my reply. I do not want to cancel I want the cases I ordered and they took my money for!
I am so stressed out and angry I needed these cases! my Daughter is getting married in Cyprus and We are supposed to be flying out on 1st July!! and have no suitcases! This is supposed to be a happy time for us but instead I am upset and stressed out, This is not good service at all, I feel very let down

Do not order from IT luggage, 5 suitcases ordered over 2 weeks ago. Contact made and one suitcase was sent only. Contacted again received an apology and told rest will be delivered separately, but no date given. 3 days later still not arrived without any dispatch notifications! Great sale but items are not being dispatched…

Excellent support from Lucy in customer services regarding ordering some replacement wheels.

Order number IT403556
It’s been 4 days since I ordered my luggage, still no dispatch number yet, no response to mail, they don’t pick up thier call, this is so unreliable, I need that luggage to travel with on Monday, now that seems impossible! This is the most absurd thing ever

Similar to everyone else's issues no updates on delivery, I ordered on the 13th so today is what should be the last day for dispatch, I tried contacting it luggage due to the recent reviews worrying my cases wouldn't arrive in time, I have emailed and got the generic response and have contacted them on Facebook messenger just to be told its been passed on no actual updates, I didn't want to leave a review but I'm not getting the answers I need from them concerning when my order will be delivered.

Edit - 22/06/2026 - have now received a dispatch email on what would be the 6th working day after placing my order so hasn't been too delayed, not giving a 5 out 5 only because it took contact through Facebook and email to get an update, so as long as delivery goes OK would order from here again.

Great customer service but the case did break after one use and wasn't replaced for free as we had to pay an additional charge and could only choose a replacement from a small list but overall we got a replacement that we can use.

IT Luggage use DPD for delivery who seem to be the most incompetent delivery company in the country. Delivery took much longer than promised - that is bad enough, but try returning an item. DPD did turn up and take the suitcase but only left a liny slip. Two weeks later and nothing heard from IT. DPD Track & Trace shows it was collected but nothing more. No refund or even acknowledgement after two weeks.
Very good luggage through!
Thanks for a rapid reply on Trustpilot. I just wonder how soon is soon? Also appalled to see FIVE one star reviews yesterday all concerning customer service. Beginning to wonder if IT Luggage staff in Harlow were on strike or the premises damaged?

Useless. Theives. Ordered 7.06.26. No update. Been complaining as I needed urgently. Tody they emailed saying they are cancelling the order. No reason. No help the entire time. Constantly been trying to get in touch. Horrible customer service. Worst company I’ve ever used. Disgusting service.

I’m now down £200 no bags. Needed urgently and have nothing to use for my holiday. Not even an apology. Fake replies. They just decided they didn’t want to deliver and stopped replying.

Edit: It’s like they don’t even read or look into anything. See reply below. How can you mark it as urgent when you cancelled the order randomly ?

Have tried to call customer service ( goes to answerphone) following a really poor (looks like automated) response via email. Products ordered 8 days ago now and still no sign of dispatch. Really disappointing. Will not be using again and will advise others as well. Sort your customer service out!!!

I am extremely disappointed with the service I have received regarding order #IT404112.

I paid for express delivery, yet my order has still not been dispatched. There was no information during the ordering process to indicate any supply or delivery delays. The only mention of any issues appears to be on the Contact Us page, which is not somewhere a customer would reasonably think to check unless they were already experiencing a problem.

Had I known there would be delays, I would not have paid for express delivery.

As I am due to go on holiday next week, I urgently need to know whether my order will arrive in time. If you cannot dispatch the items immediately and deliver them as paid for, I expect a full refund, including the express delivery charge, so that I can purchase the items elsewhere.

I would appreciate an urgent response confirming the status of my order and how you intend to resolve this

Ordered ONE suitcase 13 days ago. With standard delivery meant to be 3/5 days ITS BEEN NEARLY TWO WEEKS and there is no dispatched order for it and no updates. Everytime I contact I get the same email saying sorry we will push it to be quicker. Two weeks is appalling and so unfair .

Customer Service is absolutely horrendous. After I had requested for my order to be sent as a priority… after already waiting a week for my order… they decided that they would need to cancel my order. This would have been fine with me, however I have now seen that they are now prioritising other customers orders! The employee who dealt with my email quite clearly didn’t read my email properly, didn’t apologise, and didn’t seem at all sincere in their response. I want this matter reviewed urgently today!

Poor customer service. I placed an order on 7th June and have still not received, order shows as confirmed. I have emailed and received a reply to say order has been made priority with the warehouse. Still no dispatch notification today, no tracking number received as requested. Contact number goes to voicemail! I would not recommend unfortunately, really need this order ASAP for my holiday and I’m left with no luggage!