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Business Profile

Business Services

It Luggage USA, LTD

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Business Services.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 28 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/16/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    my luggage has a broken wheel. Its only about a year old.

  • Initial Complaint

    Date:01/05/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a suitcase online from It luggage on Mon December 9. It arrived as a smaller version than what I ordered. In their customer information it says you have to fill out a return form and return within 30 days. When I attempt to get the Return form, for the first week i received a message not available because of inventory. Then I received a message not up and running. This is the message I now receive:Hi Fern,Many thanks for your email.Please kindly be aware that your return has been noted.Unfortunately, our returns system has encountered an error, therefore, I am unable to provide the necessary returns documents as of currently.Please kindly be assured that this is in the process of being resolved and I will get these sent over to you asap.Kind regards,****** Customer Care ************************ US *********************************************

    Customer Answer

    Date: 01/13/2025

    Their website states they will not take returns over 30 days, it is now over that time and I still have not heard back from them.  Just the same message about the system being down.  The first messages in December stated they were doing Inventory.  I now had to go out and buy another suitcase for my trip and I am fearful that if I ever receive the return form and send the suitcase back, I must pay postage, that I will only have lost more money.

    I am out the original $77.76 I spent and then to return will be even more.  ************ misled me and now has only caused me anxiety over their inept business.

    Thank you for trying to help me.

     

    Customer Answer

    Date: 02/08/2025

    They sent me a paid return voucher so I could return the suitcase. However they did not refund my money. 

    Customer Answer

    Date: 02/18/2025

    They have refunded my money.

  • Initial Complaint

    Date:01/04/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We purchased this suitcase and when we traveled in November, a wheel came off. This was clearly a defect with the luggage. We contacted the company in November and they responded in late November asking for information. I was late getting back to them but responded recently with no response from the company

  • Initial Complaint

    Date:01/01/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Dear Britbag Customer Support,I hope this message finds you well. I am writing to inform you that I recently purchased luggage from your company on November 16, 2024, and unfortunately, it appears to be defective.Within the first trip in December, the seams have already torn.I would appreciate it if you could assist me in resolving this matter. Could you please provide instructions on how to proceed with a replacement or refund?Thank you for your attention to this issue. I look forward to your prompt response.Sincerely,Alex ************

  • Initial Complaint

    Date:11/25/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Details:11/6/2024 $466.36 The business was committed to provide Four 28inches Luggages *********** refused to pay for return per policy but the case still remains that wrong item was delivered which is 25inches instead of 28inches

  • Initial Complaint

    Date:11/14/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Major manufacturing defect on a $200 suitcase. The outer layer is peeling in heavy sheets and removing the print. This item is not even a year old! Its been used 3 times for short trips and its in pristine condition otherwise. I had no idea that the company gave a 10 year warranty on their luggage until I contacted the company to ask them about the peeling. . They told me if I did not have a receipt they wouldnt even take a claim for it. Who keeps receipts anymore much less from a suitcase purchase? I sent pictures and emails only to receive the same response. No receipt, no claim.If the condition of this item had anything to do with user error, I would definitely understand their policy but this is a manufacturing issue on their part.

  • Initial Complaint

    Date:10/13/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    10 year warranty. Bought luggage at ******. First use, handle broke! Contacted company who said they would replace it after I sent many pictures. They sent an email with a link to chose another suitcase. Would not give me money to get mine repaired. None of the ones to chose were nice. Picked one a mi th master they said not available. Chose another. A month later they said it wasnt available. They asked me to pay for the shipping! Still waiting for a third reply and this time I chose every suitcase offered. Basically saying just send me a d*** suitcase! Terrible company. Would never recommend or buy again. I just want compensation.

  • Initial Complaint

    Date:09/06/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company does not accept returns, enough though they advertise "easy returns". My experience was that I had to pay to return the luggage ($66.65 shipping cost). In addition, they refused the package and sent it back 'return to sender'. According to **** tracking, my return made it to the address IT Luggage instructed me to ship it to where it was "refused" and/or the location was "vacant". I would like a full refund for the luggage piece ($119.99) and I would like to be reimbursed for the **** shipping cost ($66.65).

  • Initial Complaint

    Date:08/07/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased luggage approximately 18 months ago. The luggage is supposed to have a 10 year warranty. My large case has broken. I have filed a claim with IT but heard no response. I have sent follow up emails as well also with no response. There is not a phone number to call anyone available anyplace.

  • Initial Complaint

    Date:06/05/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Emailed three times to return the product unused within the posted money-back period. The company replied as to ask why I wished to use the return policy and has not followed up.I wish to return the unused travel luggage for a refund. That is all. The company does not respond.Order US1187.*******************************

    Customer Answer

    Date: 06/09/2024

    Thank you. The company responded with a Return Merchandise number the day after filing my complaint with the BBB. It cost $110 to return $186 worth of luggage. It is the principle of proper business behavior that was at stake. 

    Regards,

    *********************************

It Luggage USA, LTD is NOT a BBB Accredited Business.

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