Itluggage Reviews

it Luggage | Suitcases, Cabin Bags & Luggage designed in UK

itluggage.co.uk
3.57
140 reviews
Great Rating
Based on 140 user experiences

Rated 3.57 out of 5 by 140 Happy Customers

42.9%
14.3%
14.3%
14.3%
14.3%
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C

Not built to last

I purchased 2 large soft shell suitcases and 2 cabin size cases Cabin cases are good and have lasted well but the 2 large cases have really poor quality wheels Our cases now have to be dragged around as the wheels have just worn away Really be careful to check the quality of the wheels on any large luggage pieces The small bags have issues with the handles becoming twisted inside the material The main reason for purchasing IT was due to them being lightweight Unfortunately they really are not built to last
P

This is the second suitcase in the last

This is the second suitcase in the last few years that has lost its wheels The first suitcase was refunded with another one same issues Now I have been told even though there is a warranty of 10 years that this will not be refunded Whilst pull it the wheels broke off I was told that the there must have a been a great impact on them to brake and are not part of the warranty Maybe the putting on and off the plane might have impacted on this but definitely me pulling pushing this It says the suitcase is of good quality and durable even done a drop test - obviously not and I definitely did not drop the case
D

Disappointment

I was initially delighted with my it suitcase bought in May 2022 I have used it on 4 flights since then and on the last to Morocco the top carrying handle was broken Having sent the requested photos etc Customer Services replied that it appeared the fault was due to mishandling or damage and thus not covered by the warranty However the fact that the handle broke so easily seems to me to be a design manufacturing fault The screws which held the handle do not appear long enough to support the handle rendering it more of a decorative item than functional Being only 5ft tall I need to use both handles on the case to load it on and off scales and luggage carousels I would also note that the hard shell decorative cover has been damaged with a roughly 2cm square section torn away and a smaller one beginning to tear Obviously I expected some scratching and wear but it is certainly not impact proof and scratch resistant as advertised I note that broken wheels are replaced without question so fail to understand why the broken handle is a different case All in all I am really disappointed with what appeared to be a useful and stylish item I had recommended it to my husband but will certainly not recommend it to anyone now Have just received very unsatisfactory reply which did not answer any of my comments
E

Sent a useless product

First time customer but will probably be the last Received a faulty case with no zips for the inside compartment making the case absolutely useless Of course the one I purchased is now sold out and so I cannot get a replacement and apparently this cannot be repaired I have asked for a refund but am having very slow replies from emails There seems to be no quality control based on other reviews expressing faulty items
C

Wheel problem

On the second time of using the suitcase one of the wheels got knocked off in transit On contacting their customer service for a replacement wheel was told they didn t hold spares and they didn t seem too interested in obtaining a new wheel which I would have been happy to pay for A shame as the suitcase was just over a year old and was perfectly fine As I had bought the luggage from TK Maxx over a year ago and not having the original receipt I was unable to claim using the 10 year warranty guarantee
J

Hmm Customer Service

Questionable Customer Service with a worthless warranty You write to them more than twice and they ignore all emails Must have started using cheap materials the wheels on cabin bag fell off after just 2 trips of light use Bag was taken from home to taxi to terminal Then terminal to to taxi to hotel and of course return trip All smooth floors and carried to taxi Customer Service say to DIY fix and they will send wheels once obtained from China Over 6 weeks later no wheels and Customer Service ignore emails querying how long one is expected to wait or replacing bag So ended up with useless bag useless customer service from useless company Spend more and get decent gear from company with more integrity such as Samsonite Antler or Delsey IT a joke UPDATE Yes I ve increased my rating by one star This is because as suspected after initial review IT responded fairly quickly Offered replacement under warranty at my insistence Unfortunately the bag I had was not available - allegedly so I was asked to select a bag from the links they provided giving me an apparent plethora of choices Not quite I was asked to submit three choices just incase selection wasn t in stock What it looked more like though was the selection I could choose from was old models left over stock and who knows perhaps even returns Most if not all didn t seem to appear or be available on the IT website I chose one and after another exchange of miscommunication on their part I did receive a replacement bag sadly not really on par with my original bag Hence one star increase for providing some sort of solution A bit stingy you say Well a few days later I bit the bullet and hey presto I was magically able to buy another bag identical to my original apparently unavailable bag So I stand by the rating and wait to see if the wheels fall off my latest and last IT purchase Does anyone smell burning pants
R

Better quality cases please

Bought an expensive suitcase in February 2023 Used it only 2 holidays and one of the wheels sheared off Assistant was helpful in responding to my issue online however I have now been waiting 2 weeks now for a replacement wheel to even be dispatched from the factory in China I also have to chase for updates which is frustrating and stressful
B

Submitted a warranty claim on 23rd Sept

Submitted a warranty claim on 23rd Sept and after much toing and froing by email requesting more photos videos it was agreed that IT would send me replacement wheels which they did not have in stock and waiting delivery from China Emai received stating despatched to me on 17th Oct It is now 30th Oct and still no wheels I contacted them to say going on holiday shortly and they replied to wait until 1 week before depature and contact them again I go away in less than 2 weeks It has taken over a month to get nowhere
M

Wheel came off

I purchased a suitcase done 7 weeks ago On first use 6 weeks ago a wheel came off I duly contacted IT luggage on my return and was told a replacement wheel would be ordered from China 6 weeks ago I am still waiting no wheel I need to use the case soon and cannot Similar posts to this site state IT luggage replaced the case One example last week a 5 year old case was replaced Inconsistent service and I m very frustrated my problem has not been rectified It s now 8 weeks since I reported this to it I am still waiting for a replacement wheel I m always told it s on its way from China Case cannot be used and it customer service in the UK incredibly slow solving my problem I do not exp to use the case this year
M

Complaint on customer service

Complaint on customer service I filed a warranty claim on 8 November as my case handle had broken The company accepted my claim for a replacement luggage I emailed back stating the link for replacement cases was completely different to my case I received an email on 15 November from Younes Customer Service with an alternative link their website where I could choose a case in their existing range that would be as similar in size capacity etc I replied back on 17 November with my choice I emailed again on 21 November asking if they had received my request On 22 November I received an email from Andrea in Customer Services stating they are waiting to hear from a courier to send me the tracking details And I am still Waiting Since then I have emailed on 24th 28th 29th and no reply to any of my emails asking for an update I cannot understand why it would take so long for a delivery or tracking to be sent to me No one is replying they do not value customers and give little priority to honouring claims in a timely and professional manner I actually ordered a new cabin case on their website which was delivered within 24 hours so I cannot under why their silence and why I haven t received the replacement I do not have a telephone number and can only rely on their emails Really needed the case as I am travelling next week Looks like I have to go out and buy a case anyway since I haven t heard from their customer services in over a week

About Itluggage

At it Luggage, we create luggage that offers modern design with excellent quality & value. Our UK based design team produce 100's of new suitcase designs a year.

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Frequently Asked Questions

Itluggage.co.uk is the official online store for the It Luggage brand, a leading retailer of affordable luggage and travel accessories. It serves as a comprehensive digital destination for customers, primarily in the UK, to browse and purchase a wide range of travel solutions directly from the brand.

Itluggage offers an extensive product catalogue focused on travel essentials. Key categories include suitcases and trolley cases (often featuring 'World's Lightest' technology), travel bags and backpacks like duffels and cabin bags, and a variety of travel accessories such as packing cubes, luggage scales, and passport covers.

The website prominently features It Luggage's own branded collections. Notable lines include the 'World's Lightest' series, which emphasizes ultra-lightweight construction, the 'Cabin Max' range, and various collaborations. These collections ensure customers are purchasing authentic products directly from the source.

The itluggage.co.uk website is designed with a clean, intuitive layout. It allows customers to filter products by type, size, colour, collection, and price. Product pages provide detailed descriptions, multiple images, specifications, and customer reviews. The site also features secure checkout, multiple payment options, and clear information on delivery and promotions.

Itluggage primarily targets cost-conscious travellers seeking value-driven products. This includes families, students, and frequent holidaymakers who require reliable, lightweight, and stylish luggage without a premium price tag. The site also appeals to customers looking for matching luggage sets or last-minute travel essentials.

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About Itluggage

Itluggage: An Overview of the Online Luggage Retailer

Itluggage.co.uk serves as the official online destination for the It Luggage brand, a prominent name in the affordable luggage and travel accessories market. The website functions as a comprehensive digital storefront, offering customers across the UK and beyond a convenient platform to browse, compare, and purchase a wide array of travel solutions. Its primary focus is on delivering value-driven products that combine functionality, contemporary design, and durability, making travel preparation straightforward and accessible.

Product Range and Brand Specialization

The core of the Itluggage website is its extensive product catalogue. Visitors will find a well-organized selection centered on several key categories:

  • Suitcases and Trolley Cases:This is the brand's flagship offering, featuring hard-shell and soft-shell suitcases in various sizes (cabin, medium, large). Many lines highlight the brand's signature "World's Lightest" technology, emphasizing ease of maneuverability without sacrificing space.
  • Travel Bags and Backpacks:The range extends beyond wheeled luggage to include duffel bags, cabin bags, laptop backpacks, and weekend holdalls, catering to different travel styles and durations.
  • Travel Accessories:To complement its luggage, the site offers practical add-ons such as packing cubes, travel pillows, luggage scales, and passport covers, aiming to provide a one-stop shop for travel essentials.

The website prominently showcases It Luggage's own branded collections, including popular lines like "World's Lightest," "Cabin Max," and collaborations, ensuring customers are accessing authentic products directly from the source.

Website User Experience and Features

Navigating itluggage.co.uk is designed to be a user-friendly experience. The site employs a clean layout with intuitive menus, allowing customers to filter products by type, size, colour, collection, and price. Each product page provides detailed descriptions, multiple images, specifications, and customer reviews, which aid in the purchasing decision. Key website features typically include:

  • Clear pricing and promotional offers.
  • Secure checkout and multiple payment options.
  • Delivery information and tracking.
  • A dedicated help or FAQ section covering warranties, returns, and product care.

Target Audience and Value Proposition

The Itluggage website primarily targets cost-conscious travellers, including families, students, and frequent holidaymakers who seek reliable luggage without a premium price tag. Its value proposition is firmly rooted in offering lightweight, stylish, and functional luggage that makes travel easier. By selling directly online, the brand can maintain competitive pricing while ensuring a consistent customer experience. The site also appeals to those looking for complete sets of matching luggage or last-minute travel essentials.

Overall Purpose and Market Position

In essence, itluggage.co.uk is more than just an e-commerce site; it is the digital hub for a brand that democratizes quality travel gear. It effectively communicates the brand's identity focused on innovation in lightweight design and accessibility. The website positions It Luggage as a practical and trustworthy choice in the crowded travel market, providing an efficient online shopping journey from inspiration to purchase, all backed by the assurance of buying directly from the official brand.