it Luggage - Hertford

Zafar M.

Customer service is terrible, and even though I am a loyal customer, I was treated like a beggar over £5.

We have around 20 suitcases from this brand in our family. I ordered two large suitcases, and one was the wrong size. A £5 delivery charge was deducted from the refund when I returned it.

After dealing with illogical customer support, I was told that, even though the size was incorrect, it was my responsibility to ensure the size was right, which doesn't make sense as I am not the one who manufactures these suitcases.

Customer service was illogical, unprofessional, and frankly unacceptable! A loyal customer like me should not have to deal with wrong sizes and unfair £5 delivery deductions on returns! This brand has lost my business, and I will ensure my friends and family avoid them. Goodbye.

Mei

Customer service is terrible. I think over 4 months of chasing for replacement wheels says it all. False advertising that the suitcase comes with warranty and then the company can’t even replace wheels that broke after one use of suitcase. Sorely disappointed as I have been a loyal customer. I have even asked for replacement suitcase as the wheels being shipped from China should not take 4 months! Chasing again with customer service, will update on all my socials as I feel future customers should be aware of this!

Mark L.

Terrible quality products, I bought one of their cases short notice before holiday, but I've learnt my lesson not to buy cheap, Low quality luggage again.

On 'It's second trip the case was subject to a drop off a conveyor. Despite IT stating they robustly test their products including drop tests, they clear don't or ignore the results. My case collapsed in on itself from a minor impact and is now no longer usable without risking further damage. Despite being a plastic shell hard case, the plastic material is very flimsy which I realised on undamaged sections after the fact.

As the damage was due to the poor quality of the luggage, I was unable to claim from my airline.

On contacting IT customer service, they fob you off with a generic response so none of the points raised in my warranty claim were actually addressed. In a review elsewhere they also responded with various inaccuracies and again tried didn't address the complaint.

This company produces low quality products and excels in poor customer service, this also seems apparent from other reviews which unfortunately I did not read before purchasing one of their products.

UPDATE: it have responded to me buy ignore the fact that the case only took a small drop yet completely failed. After the fact I have been able to replicate the damage OK the good side just by pushing with my fingers, the material and structural integrity of its products are clearly terrible. On contacting it they ignore your questions and make false statements back to you, even my email to their ceo was ignored.

jamielee C.

I placed this order as I needed a case for this week and paid for express shipping. Ordered on Saturday so expected early this week.

I received a dispatch note and tracking on Sunday, and last night I received an email from yodel telling me that they had been in contact with the sender as my property was inaccessible and they were unable to deliver, and that I needed to contact the sender to discuss the next steps. (I had two other parcels delivered from yodel yesterday so was quite confused).

I emailed the IT luggage customer service and asked for this to be addressed urgently, as I needed the bag. I explained that I had other parcels delivered on the same day from this courier and that my property is easily accessible with an empty driveway big enough for 6 cars so was confused as to why I had recieved this email.

This morning this is the response I received:

‘Thank you for your email, I can see you ordered over the weekend and paid 2 working days for express delivery, orders over the weekend got through on a Monday so your delivery day would be Wednesday, I have applied a return to sender on your order as this will not be delivered today to you.’

No explanation as to why I had received that email about my property being inaccessible, nor any information about the contact they had had with yodel as stated in the courier email. No apology for the confusion or wasting my time just a simple ‘we have applied return to sender’ which I did NOT request, all I asked was that this was addressed urgently as I need the product.

Just shook me off like the order means nothing - unprofessional and lazy. That’s the problem as companies get bigger, they just don’t care.

I will now have to wait for this to be returned to sender and refund to be processed. I will not have a bag for my hospital visit this week all thanks to the useless ‘customer service’ retracting my order.

I will never shop with IT luggage again after this experience, and will not be purchasing any IT luggage products from any other retailer going forward, as they are obviously don’t need the orders. There are many other retailers and brands that I’m sure would appreciate my custom.

UPDATE:
No more contact recieved from it luggage as of yet. I did recieve an email from yodel telling me they would re deliver today and I had a time slot sent to me. But since then I have now checked tracking again saying it has Infact been returned to sender. So not only was I told ‘it won’t be with you today so I’ve returned to sender’ which I did NOT request as I needs for Thursday in 2 days time, but it would have in fact been delivered today, and I will now have to wait for however long a refund takes?! Still can’t believe the customer service assistant just took it upon herself to cancel my order all because I asked for the issue to be addressed?!!
I have now also recieved another response thanking me for taking the time to leave my review, littered with quotations and sarcastically ‘wishing me all the happiness in the world’. Honestly the most unprofessional experience. Looking at reviews on other platforms it seems I’m not the only one who has just not received the product they have ordered. Shop elsewhere

James B.

Appalling customer service. Not sure if they are incredibly understaffed or completely useless. Louise, Ashlea and Amy have at times been helpful and hopeless. Trying to get a response for an urgent issue has been impossible. Steve Selvi needs to get a grip on this department. Phoning the head office is no good as the phone rings out, presumably as too many disgruntled customers are trying to get through. If we dint desperately need this luggage for a last holiday with my father in law who has terminal cancer, it would all be going back. I am very disappointed with this company.

Denise R.

Terrible protracted customer service. 3 months in and I'm still playing email ping pong. Offer you replacements and when you confirm, the replacements are then unavailable. TAkes. 3/4 days to reply to each email and they don't take note of the content of your emails. I'm sure they are just waiting for me to get fed up and give up!!!!

UPDATE: This morning I was offered a resolution but it hasn't been confirmed to have been processed or sent out to me yet...

Ian B.

Shockingly poor customer service. Suitcase broke on first use whilst being wheeled through the airport, no response to warranty claim after nearly six weeks. Don't answer the phone either. Will be escalating this with matter with my credit card provider in an effort to resolve. DO NOT BUY DIRECTLY FROM THEM. My advice, if you must buy one of their products buy it elsewhere from a reputable retailer that will support you when something goes wrong.

Steve M.

Terrible after service. No phone number!!! Used the bag once and it has holes in it and strap broke off. Send pictures and still they want more information. The bag is 5 weeks old. Should be no quibble replacement or refund. AVOID.