IT Luggage NO GOOD – Poor workmanship Don't waste your $$$ Rip off . If you can't rely on a sturdy piece of luggage when you're traveling then they shouldn't sell it looks like they're out of business in most places
Zip broke on first use – Unfortunately the case I purchased was flimsy and not built to withstand its first use ( a holiday to Crete) A zip was missing upon arriving home. IT have blamed the airline and as such will not be obliged to fulfill their 10 year warranty- how convenient for them. I am very disappointed and will not be using this company again. Show details
Follow-up · After a lengthy to and fro with IT customer services IT sent me a new case of my choice. The new case has been fine after several trips away. I am unable to use the original case as in need of zip repair. It’s a shame it can’t be repaired as it’s going to end up being taken to our nearest recycling/waste facility.
Warranty a joke! – My 10 year warranty is not worth the paper it is written on. The company issuing the warranty in Australia has gone bust and the it website customer service section keeps freezing, or an alert comes up saying the website is down. Every attempt to contact them was made impossible by their use of IA. A wheel completely crumbled and I have spent hours trying to find a replacement with no success. Show details
Reviews with attachments
- +4
Dissapointment – I purchased my luggage on 20 May 2017 from The Luggage Shop (Brisbane). This suitcase has only been used twice on short auto road trips only and, unfortunately, a week ago, when my daughter took it to Sydney, when she was lifting luggage, the rubber handles (both of them) simply broke off due to wear and tear on the rubber. Currently the luggage… Read more
does not have handles. I was trying to reach the customer service in Australia and realized, that they closed down since ""Covid time". I placed a warranty claim on their website asking to advise what warranty options we can rely on in this case. I'm going on a long air trip next month and need this luggage to be in working order (it's currently unusable).
I got this reply from itl_contact@itluggage.co.uk: Hi, Thank you for your email and supplying photographs. It would appear from the photographs that this has been caused by wear and tear/accidental damage, which we regret is not covered under the terms of the warranty. Our warranty guarantees against manufacturing faults or material defects which is outlined on the warranty card. Kind regards, Andrea Customer Services it luggage
I was trying to reply on this email and every time I got this message (no matter what email I used and even when I turned off my Wi-Fi):
This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: itl_contact@itluggage.co.uk host itluggage-co-uk.mail.protection.outlook.com [52.101.68.15] SMTP error from remote mail server after RCPT TO:<itl_contact@itluggage.co.uk>: 550 5.7.1 Service unavailable, Client host [103.82.65.139] blocked using Spamhaus. To request removal from this list see https://www.spamhaus.org/query/ip/103.82.65.139 AS(1440)
My daughter was trying to place claim and every time when she was trying to reply on customer service email, she got same message back.
Not sure what does it mean? That they blocked Australian customers emails / IP addresses all together?
Anyway, I am very disappointed by they customer service and so-called 10 years warranty.
My husband found on ebay similar handles and we are looking forward to receive them and try to repair this luggage.
Help with broken wheel… – There are so many negative stories here I thought I’d post a positive one as we didn’t have any trouble getting help from IT…. My husband and I had bought a large IT suitcase each within the last 5-6 years, can’t remember exactly when but on our last trip abroad in April I started having trouble with the wheels. At least one was definitely broken… Read more
and I ended up dragging it instead of smoothly wheeling along as intended. Being arthritic this is no mean feat for me lol. Now there is absolutely nothing wrong with the case itself it’s still in pristine condition except for the wheels :( We’re going away again in a couple of weeks (well next week now) and we’d searched Amazon etc for replacement wheels but to no avail, none on there matched or even came close. Eventually I decided I might as well contact IT directly as we had nothing to lose so I messaged on the ‘contact us’ page of the website, explained my predicament and hoped for the best. I had an email back virtually straight away, asking for details and pictures, they asked if we had a receipt or guarantee certificate. I said not and I sent all they’d asked for to them. The next day they emailed again to say that they didn’t stock lots of parts but they were expecting some wheels in shortly from China and that if we paid x amount per wheel plus postage they would send us some. I requested their PayPal details which they sent, I paid them, they asked for screenshots of my PayPal transaction as they couldn’t see it via their PayPal so I gave that to them. I must admit I was a bit dubious but at least with PayPal I could get my money back if they failed to send the wheels. But low and behold three days later I received them, just in time for hubby to fit them before we travel. The customer service I received was exemplary, I was emailed straight back each time and hopefully now my case will run smoothly again. Also it cost a third of what a new case would’ve cost so win win. I just want to add…we are in the UK. I noticed a lot of reviewers are in Australia.
Very poor product and unable to claim warranty – 2 x IT Luggage item purchased, only used 3 times and due to poor quality handles broken and now unusable. Unable to claim Warranty or any kind of repair. This company should be held responsible and honor their warranty claims.
Positive reviews
love my IT suitcase – I have had a small IT suitcase for 15 years now and have used it constantly, sometimes 4 times a year. It is never treated gently and it is still going great. Show details
Very Grateful! – When I emailed IT, concerning a broken suitcase handle, I heard back from the company within a day or so. Although a handle is not covered by warranty they supplied one for the cost of express postage only and I received it within days. Very pleased with the service, and appreciate being able to continue using the suitcase now, which was still in very good condition. Thanks IT.
Ready to roll with my suitcse – When I emailed IT in Queensland I was contacted back very quickly and with informative information. Even though we were all in lockdown because of COVID19 I was still able to get my wheels very quickly. Thank you IT I appreciate your help. Show details
Negative reviews
Poor customer service with unnecessary delays – I have a 3 piece IT luggage set from over 10 years ago. I used them infrequently for most of that time, but the last trip was the biggest sized luggage's end. The wheels seized and eventually broke through the bottom. The carry-on's wheels also seized, but it hasn't broke through yet. I contacted IT Luggage two months ago to ask if they had that… Read more
design luggage so I could replace the damaged ones. I was not looking for a warranty replacement, or discount, since I was clearly outside of the range; I just wanted to replace them. They kept pushing me off and delaying a response with several excuses. Finally, after two months, I needed to contact them again (after not hearing anything for several weeks) for them to simply give me a negative response that it's unavailable. Unacceptable customer service. Unnecessary delays, especially considering that I provided them pictures and all requested luggage information for their identification purposes. I will buy through Samsonite from here on out...trusted, durable and much better customer service.
Fraudulent and Deceptive Warranty – This awful company does not honor their purported warranty. I bought a suitcase 6 months ago and the wheel is broken. I emailed them and the following was their response: "We do not routinely stock replacement parts such as wheels, zippers, logos, or handle assemblies. Due to the amount of different ranges and styles we produce this makes it… Read more
difficult to stock all the possible spare parts that a case may require. " Nonetheless, they requested a great deal of information from me. I provided all of it to them. However, they have failed to respond to my email as well as follow-up attempts. Cheaply made luggage and a fraudulent and deceptive warranty. DO NOT BUY THIS LUGGAGE!!!
It Aus has now closed & ceased trading – Be warned if buying an it suitcase no warranty claims are possible The following note is on their WEBSITE ............................. DUE TO COVID-19 - it luggage AUS has Now closed and ceased trading. Warranty claims CANNOT be honoured or processed. Nor can we, provide spare parts or reply to emails. Per Australian Consumer Law, you may… Read more
only direct your inquiry, to your Australian retailer or place of purchase.
Bearing in mind any issues due to breakage, damage or wear from use are not warranty issues.
Warranty is NOT transferable or covered between countries.
As unavoidable as this is, we do apologize for any inconvenience this may cause.
Stay safe and stay well....
Recent reviews
Two pieces have failed - and apparently no warranty in Australia now – In Nov 2019 I had a wheel fall on on its first trip overseas. I made a claim and was disappointed that they only offered a wheel that I would have to attach on (and pay for the postage also) when I would expect a case to manage to get through one trip without falling apart. Fast forward two years later, and I finally get on a plane for the… Read more
first time in nearly two years, and I get back and find the second piece of the set has also fallen apart! It's laughable. This piece has only been used once before and I find it far too much of a coincidence to think my luck would be this bad. I have travelled with other fixed wheel suitcases for years and never had issues, even my $20 piece lasted longer than these pieces of cr*p before failing.
More laughably is that on their website they are now closed in Australia, so I am left with two large broken pieces of luggage and nothing can be done about fixing them. I certainly would warn anyone away from buying these. I shall now call these disposable pieces of luggage because they last about the same amount of time as a paper plate.
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- +6
Cheap material, 0 customer service – To Whom it may concern, I originally tried contacting the IT warranty center starting over two months ago. I have called and emailed them several times and have not heard back. I purchased an IT luggage recently. I have traveled with it 2 times since then. I have a trip coming up in a few weeks and as I came to pick up the suitcase with the handle… Read more
on the side (see images attached) to weigh the luggage, the top right corner stitches started opening up one by one. The items in the suitcase was just clothing, hence very light weight. Now I cannot use this suitcase anymore since I'm afraid it will open up during travel and everything will fall out. I am very disappointed since the IT prides itself to being light weight while keeping the highest quality. Well even though the lightweight is true but the quality is really poor and not trustworthy anymore. I have attached the purchased receipt , the label of the luggage with the style number and the pictures showing the defect. Let me know how you want me to proceed whether to ship the luggage to be repaired or a replacement or a refund of my money. It's sad how in this generation with all the technology and remote work, such poor customer service and ZERO response from this company (through email, phone. etc) is unacceptable. Please take into consideration my travel coming up soon and respond with a solution ASAP .
Excellent customer service – Despite delays resulting from the COVID shutdown, once they were back on deck Customer Service located 2 replacement wheels for my spinner suitcase. Although wheels are not covered by warranty they supplied them for the cost of express postage only (around $14) and I received them within days. Very happy with the service, and pleased to be able to continue using the suitcase which is in otherwise perfect condition.
Customer Service – Customer Service , warranty claim requiring spare parts. Great easy service in requesting information in this department. My issue was dealt with very easy my luggage was fixed and back been wheeled around. Thank you for a great service department. Show details
Lightweight and excellent customer service! – Great suitcases, very lightweight and manoeuvrable. Recently I broke the wheel on my i.t. suitcase, and despite not having the warranty details, and having bought the suitcase in the UK, the Aussie customer service team were able to offer a replacement set of wheels. I only had to pay for postage ... they were super responsive. Would highly recommend this product, not only for the suitcase itself but for the after care. Thanks Show details
An excellent luggage – Light weight, sturdy, strong, easy to use, great customer service and great after sale service. Really happy with the product. Will get the same brand next time when I need a new luggage.
Customer service – IT luggage were easy to work with. Brett responded to my queries. I received the product I asked for within a few days through express delivery. Very happy, thank you.
Replacement Suitcase Wheels – Amazing people to deal with. Quick and efficient service with my suitcase back up and running with new wheels. I had two damaged wheels thought it would of been a long shot but contacted itluggage for replacement wheels and a quick email back yes we have them if you can pay for postage. One very happy customer. Thanks itluggage. Show details
Great back up – I contacted itluggage after a wheel was damaged on my suitcase, which is a number of years old! They were excellent and although I expected to pay for the replacement wheel I only had to pay for the postage. The team were very helpful and I now have a new wheel for my case, which is lasting out very well. I would buy an it case again. Show details
Great luggage and service – Brett from the warranty team was really helpful and I couldn't ask for better service. The luggage is great and stands up to the heavy-duty treatment at airports. It is lightweight and can compare to much more expensive brands. Show details
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Great service – One of the wheels snapped off my bag, while on holiday. Unfortunately, I had to purchase another bag to continue the holiday. I notified Customer Service, Brett, who informed me the damage wasn’t covered under warranty but they would replace it anyway. Brett arranged for a replacement to be sent out, which arrived within a week. Brett was very helpful. Show details
This Team is simply Awesome – The team at IT luggage very quickly solved my problem. It was cost effective, easy to do and I could not be happier. I’ll be buying from them again with a doubt.
Great Suitcase! – Bought the suitcase a few years ago, it was very light and yet big. I used it a lot. On one of my flights, the suitcase was damaged by the airline. One of the corner pieces was broken. I contacted IT support. Brett was very helpful and a replacement part was sent to me very quickly. Very good customer service!
Broken wheel – I had a broken wheel. I sent email asking for help. Brad at Customer Service couldn't have been more helpful. I received it within a few days now its ready for my next trip. Great Service. Show details
Disappointment twice! – Bought an itluggage and its bottom cracked open and wheels crushed during warrantys 1st year, they replaced it with a non TSA only zipped model which i had to consent with. Then i asked how am i gonna lock it? They sent a TSA hanging lock which was super low quality and not usable. Last month it stucked and broken then i dropped it during security… Read more
search in a hurry. Mine old one was TSA lock included but they gave me no choice so i am again in a luggage turmoil because of this brand! No one replies my mails for a week also !? Need help and replacement asap! I want my TSA included model back!!!
Great light weight case – The airline broke off my wheel and it replaced it very quickly even though I was told it is not covered by warranty.Great efficient service with no drama. Posted to my house.
Outstanding service and product – One of our 6 suitcases was damaged. The IT team couldn't have been more helpful or polite. Responding promptly with a favorable outcome. Excellent customer service, support and outstanding products. Show details
Customer Service – I had a broken wheel on our first holiday and despite not being covered under warranty the customer service was fantastic. Fixed within minutes now we are ready for holidays again. Show details
Customer service – I couldn't find my receipt and needed replacement wheels for my suitcase. Easy transaction getting new ones ordered. Arrived in a speedy manner and now fitted back on my suitcase Show details
Exemplary Customer Service – I bought this amazing light weight (1.4 kg) bag of IT Luggage from a shop in Coffs harbour in 2014. It was such a valuable cabin bag because of the feather light weight. From a few months back, one edge of the zip became a bit dodgy and a few weeks ago the zip fastener came out from the track. My first option was to contact Sydney repair centre.… Read more
However, when I explained to the IT luggage customer service centre the distance from here to Sydney, they sent me a replacement cabin bag for which I have to bear only a small postage cost. This act of looking after a customer who bought a bag with a 10 year warranty is highly appreciated. Thanks Bret.
Replacement part request fulfilled – Corner brace broken on well-used large suitcase. I emailed customer service who asked some questions to establish nature of problem then offered replacement piece for no cost other than postage even though well out of warranty. 2 parts received so I have a spare - excellent service. I have four other IT luggage bags - I recommend this company and its products.
Please read the customers complaint – The circumstances of the cause of damage/complaint were not properly understood even though explained fully. I would not purchase luggage from this manufacturer or through Luggage Direct again. Without internet how is one meant to access instructions? Show details
Repair not replace – I love my wheelie bag and recently needed to do some repairs. The website is not that clear so I emailed them and customer service was fantastic. My bag is restored to new and I don't have to send it to landfill and buy a new one.
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