it Luggage Reviews 

Cannot believe how different the suitcases we have purchased look from the photos on the website. They look as if they have been crushed, the material on the outside looks as if it needs ironing and the stitching is various sizes throughout the whole set. Compared to my old set of IT luggage these ones appear to be cheaply made and badly designed. I will keep them but i will not be as proud to use them as i was of my other set.

Apparently they are usually good. But not recently. Ordered and expected to receive earlier this week. No update. No tracking. Nothing. I’ve sent messages multiple times to see what the issue is. But I just get an automated reply from customer services saying “we are busy to high volume at this time” … do not tell me my order will arrive in x days and still not bother sending it out well past the date. Like where is the order. This is happening to a lot of people. Not happy.

Update: Still nothing from them and the reply they sent below is a lie. They did not request anything. And I’ve sent multiple emails. Utter shambles and lies.

Update 2: They randomly cancelled the order and are refusing to send out ??

Terrible after service
Used cabin luggage once handle would not go to return position
Contacted it 14-5-26 with all relevant information photos
I received email back from Lillie to ask for more photos which I did
Am still to receive a response
I made contact again explaining my situation and low behold my email back asking for the same information was Lillie
I responded with complaint number etc of my claim
Am still waiting for a response from Lillie
This is 4weeks now that my issue is unresolved
Very poor customer service

I placed an order with it Luggage and the payment was taken from my account immediately, yet I have received absolutely no order confirmation, no delivery update, and no communication whatsoever regarding my purchase.

Since placing the order, I have left a voicemail, sent an email, and completed the online contact form on their website. Despite trying every available channel, nobody has contacted me or acknowledged my enquiry.

To make matters worse, I paid extra for expedited delivery because I needed the luggage for upcoming travel this Sunday. Due to the complete lack of communication and apparent failure to process or dispatch my order, it now looks like I will miss the deadline and be left without the luggage I specifically purchased for my trip.

Taking a customer's money and then providing no confirmation, no updates, and no customer support is completely unacceptable. At this point, I have no idea whether my order even exists beyond the charge on my bank account.

This has been an incredibly frustrating and disappointing experience. I would strongly advise anyone considering ordering from this company to think very carefully before doing so.

Absolutely shocking customer service. I will never use this company again.

Keep sending emails to try and get in contact with someone regarding my order . Shocking you can’t get hold of customer services . I want my cases or a refund.
Very poor customer service
IT LUGGAGE - please don’t comment saying how sorry you are I want somebody to get in touch with me with the details provided asap

Hello me again
Still no indication of a refund???

My luggage has been paid for, no update at all. No dispatch emails, no tracking updates just taken my money and not even sending out my luggage or keeping me up to date. It says online it would arrive as standard delivery but it hasn't even been dispatched! What's going on?
Contacted customer services and received nothing but a bot reply. I want to speak to a real human who will give me some accurate tracking information on my order as payment has been taken for essentially no service??
Thanks

Update - I got a tracking number and dispatch friday. My order has now arrived, it's as expected and everything is good - just what I ordered. Thanks for the cooperation.

Further to my previous email IT luggage Katie customer services has actually arranged for a new suitcase to be sent to me. I will take back my comments on IT as they have lived up to my expectations. The main reason I buy IT luggage is obviously how light it is, but the fact that it has a 10 year warranty in case things do happen like this thank you very much and I have updated the review. The reason I have given four stars is the first person I spoke to is very dismissive about this. Thank you for your help.

I purchased a set of 3 cases from IT Luggage in May 2026 and used them for a single trip 3 weeks later. One case is now completely un usable as the TSA lock on the larger case has been smashed in transit. I realise the Airline has mis handled the case but surely locks should be built to last and not be fit for only one journey. 10 year warranty doesn't seem to cover this which is appalling, completely out of pocket as nobody is accepting liability. DO NOT buy Luggage from IT if you are hoping to use more than once!!!

Needed a replacement wheel for my IT luggage - great service from the company, really responsive quick service so my suitcase is ready to travel again. Thanks

A very customer centric and sustainable company. I purchased a case a couple of years ago but didnt realise they did a lifetime guarantee if you keep your receipt, so when one of the case wheels broke, I wasn't covered because I had no receipt. I was happy to pay for a new wheel as the case was otherwise in perfect condition. The team were quick to acknowledge my request and source a suitable wheel replacement. Payment was handled swiftly and all communication has been great. I will definitely be buying more IT luggage (and keeping hold of my receipt)

Can’t review the luggage as not received it. Just sat on waiting to be shipped for several days.
Emailed today as clearly not going to be delivered in the time frame they state and no customer service or reassurance given - just a generic email stating high order volumes so there’s delays.
Sorry, but you advertised all over social media and now can’t meet demand, that’s not my problem. You’ve had my money - the least you can do is give timeframes for delivery.
Wish I’d read these reviews before ordering.
Shame as the cases look really nice.

Update -

See below - just generic bot responses and do not respond to customer concerns. Happy enough to take your money. Disgusting.

Having submitted a claim for replacement suitcase wheels under the company’s warranty scheme, I received excellent service. No hassle. Good clear communications and prompt dispatch of the replacements. I can now continue to use my case. Excellent service by polite efficient staff. Well done everyone at IT.

Order was delayed due to high demand, contacted customer services who were very helpful.
Prioritised my order and delivered within 3 days of asking for help.
Couldn't ask for more

I ordered the 3 piece black and metallic set absolutely love them the quality is worth every penny i cant believe i got 3 cases for £85 in the sale. I did order only 2 weeks before my holiday and after seeing lots of reviews about late delivery's and no correspondence with customer service i panicked,so i messaged on instagram and got a response the next day. 2 days later i have my luggage. They was delivered by DPD with a time slot ive had amazing service and personally cant fault the company at all. If you want quality suitcases IT definitely provides that but if you are going on holiday soon definitely consider its peak time and deliverys can take longer.

Ordered my suitcases 5 days ago and I have still had no update. I’m going on holiday and it has taken my money but not provided the service they promised. I’m very disappointed and I would at least like a refund so I can order somewhere else!

Great luggage however more importantly It Luggage make spare parts available (for purchase) via their CS team.

Completely wore out two castors over a period of five years. The CS team were really helpful and was able to give my suitcase a new lease of life today.

The trolley I bought 7 years ago was wonderfull, very light, but a wheel weared in this time and I need a replacement. I had to pay for it because I didn´t keep the invoice but I got the replacement without any problem.

We were missing a spare part for our new suitcase and contacted the support team at it Luggage. We received outstanding service, and thanks to Lucy's prompt and helpful assistance, our suitcase is now ready for many new adventures.

A big thank you to Lucy for the excellent customer service – she was friendly, professional, and went above and beyond to help us. We truly appreciate it!

Was very helpful with replacement wheel would recommend. Thank you customer service team:)