I bought a Fantana suitcase from Baggage factory seven years ago but did not use it until after COVID. On a domestic trip a wheel (spinner type) came off but without thinking much about it just pushed... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I love the Hemel store, staff are always helpful and friendly. After purchasing a matching tote bag I arrived home and showed my Daughter who wanted one too. I ordered it online for free delivery and... See more
Company replied
Slight mistake in sending wrong colour luggage ordered, but sorted straight away, sent correct colour and picked up wrong colour. Cases are fab and great service. These things happen, but it’s always... See more
Company replied
Good big wheel but the four front wheels a bit too sensitive to go right left by itself and can cause accident when hit curb
Company replied
Company details
Written by the company
Welcome to Baggage Factory, your go-to for top-notch travel gear since 1997. With 20+ stores across the UK, we've got you covered for all your travel needs. From sleek luggage to handy accessories, find everything you need for your next adventure. Our friendly staff are here to help you find the perfect fit, and our online store offers convenience at your fingertips. Trust us to elevate your travel experience.
Contact info
London, IG11, London, United Kingdom
- 02085912111
- sales@baggagefactory.co.uk
- www.baggagefactory.co.uk
4.5
Excellent
273 reviews
Replied to 100% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great customer service
The first item never showed up (due to no fault of sender) and they immediately responded to my email and sent out a replacement! 🌟
6 May 2026
Reply from Baggagefactory
Thank you for your lovely review! We really appreciate your support and are delighted to hear you had a positive experience with us.
Reply from Baggagefactory
Thank you for your lovely review! We really appreciate your support and are delighted to hear you had a positive experience with us.
Good delivery and easy to assemble.
4 May 2026
Reply from Baggagefactory
Thank you for your lovely review! We really appreciate your support and are delighted to hear you had a positive experience with us.
Very happy with the suitcase and fast…
Very happy with the suitcase and fast delivery.
No stress
4 May 2026
Reply from Baggagefactory
Thank you for your lovely review! We really appreciate your support and are delighted to hear you had a positive experience with us.
Good customer service
I left a 1 star review on a Fantana suitcase i purchased a year ago about problems with the wheels. The baggagefactory team could see I was not happy and they have sent me a new suitcase delivered to my house. Well done and thank you for resolving my problem.
28 April 2026
Unprompted review
Reply from Baggagefactory
Thank you for your lovely review! We really appreciate your support and are delighted to hear you had a positive experience with us.
Not very happy 8/5/26
Well for a start there are no instructions and video shows chap loading trolley with bottle of water and then throwing water over it to show how waterproof it is? nothing abouthow to affix wheels and with what? Not very informative to say the least. Sorry, not very happy i'm afraid.
1 May 2026
Reply from Baggagefactory
Hi, thank you for your feedback. We’re sorry to hear you’ve had difficulty with the product and that the instructions were not clear enough.
Could you please let us know which item this is and where it was purchased from? Once we have those details, we’ll be happy to look into this further and assist you with fitting the wheels and any other queries you may have.
We look forward to hearing from you.
Excellent after sales service
We bought a suitcase about 18 months ago at the Baggage Factory at Dalton Park and unfortunately one of the handles was damaged during transit from our holiday. We went back and Lorraine very kindly arranged to get us a replacement handle. Excellent and friendly customer service.
1 May 2026
Unprompted review
Reply from Baggagefactory
Thank you for your lovely review! We really appreciate your support and are delighted to hear you had a positive experience with us.
Product exactly as described
Product exactly as described, extremely fast dispatch, great job.
27 April 2026
Reply from Baggagefactory
Thank you for your lovely review! We really appreciate your support and are delighted to hear you had a positive experience with us.
Hmmm
I am trying to find a right balance between overlooking the level of immense discomfort I had last week because of the delivery issues from DPD, their courier, and the quick willingness of Baggagefactory in resolving the issue when I raised it up.
I won't say I had an initial good experience but the ending is fair. Regards.
20 April 2026
Reply from Baggagefactory
Thank you for your feedback and we are pleased that the issue got resolved in the end.
Slight mistake in sending wrong colour…
Slight mistake in sending wrong colour luggage ordered, but sorted straight away, sent correct colour and picked up wrong colour. Cases are fab and great service. These things happen, but it’s always a sign of a good company when they recognise their mistake and sort out straight away with no fuss. Thank you again!!
9 April 2026
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
I love the Hemel store
I love the Hemel store, staff are always helpful and friendly. After purchasing a matching tote bag I arrived home and showed my Daughter who wanted one too. I ordered it online for free delivery and gained a discount too.
Always had great quality items from there too.
2 April 2026
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
excellent quality and prompt service.
18 March 2026
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Fast delivery
Fast delivery, the bag is superb quality, plenty of space and pockets excellent waterproof material
13 March 2026
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Excellent service.
25 March 2026
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Prompt service and excellent customer…
Prompt service and excellent customer service when DPD failed to deliver
2 March 2026
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Excellent case lovely colour…
Excellent case lovely colour carefully packed and promptly delivered
11 February 2026
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Speedy delivery and fab looking case
Speedy delivery and fab looking case. Yet to trial.
17 November 2025
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
Reply from Baggagefactory
Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.
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