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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

  • 27 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: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,

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

  • Initial Complaint

    Date:05/05/2024

    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 bought one of their products at my local TJ Maxx in ***********. last year and my wife took a trip with one of the bags to ** to visit my daughter. On the way home as she was leaving the airport, one of the wheels snapped off from NORMAL usage and it is irreparable now (I did as an agent asked me and to take it to a local "authorized" repair shop in **. Upon inspection and having told the merchant our plight, he said that the suitcase is unusable and that he was NOT an authorized repair shop for their brand. Upon receiving this information, I reached to several people late last year at their USA HQ, but to no avail. I would like a replacement suitcase sent to my house or my money back in full for defective merchandise (there is NO way that this luggage should have lasted for TWO trips and minimal usage. Please let me know if you have any questions, concerns or should need anything further. Take care and thank you for your assistance in trying to help me resolve this with them. Appreciate it!

  • Initial Complaint

    Date:04/16/2024

    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.
    This is a warranty complaint Now that I am 10 months into this warranty.I cannot reach anyone regarding the tear of the zipper pocket.I purchased it because there was a 10 year warranty tag atfached.The first issue was a zipper being stuck in the interior rendering the pocket useless.The second is that the frame is cracked and there was no apparent damage on the last flight .I would like a replacement of equal value and do not know who to contact at IT about this.

  • Initial Complaint

    Date:01/30/2024

    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.
    On 11/06/2023, I purchased a IT luggage, 28 inch, hardside. On my second time using the luggage, we were loading the luggage into our car trunk, and the entire wheel broke away from the luggage and was un-usable. A second wheel was discovered to be loose. I have reached out to the IT luggage company on three occasions (Nov., 2023, and twice in Jan. ****. I have filed a warranty claim twice, including the receipt, pictures of the damage, and the warranty. The only communication I have received in response is notification that my warranty claim was received. I would like a refund for this poor quality product, as the luggage is entirely unable to be used. I am glad to provide any further information that is needed. Thanks for your response.******************************* *******************

  • Initial Complaint

    Date:01/29/2024

    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.
    Bought IT luggage bags and their ripped apart in the interior. Company says there is a 1- year warranty but doesn't seem like they will honor it.

  • Initial Complaint

    Date:01/28/2024

    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 a suitcase from this company in August 2023, brand new from an authorized retailer (Nordstrom Rack). However, one of the wheels is damaged and does not work, causing a loud and uncomfortable screech any time I try to use it. I only had 30 days to return it to Nordstrom Rack, so I was unable to get a replacement from them. However, the luggage company guarantees a 10-year warranty, so I filed a request for a warranty on their website three times. All three times I received an automatic reponse to my email saying "We have received your request and will be in touch as soon as possible" but I never hear back from anyone. I sent numerous images and videos of the defect. I have tried so many times to reach out or even find a phone number and there is nowhere on the site that I can file this complaint. It has been over 4 months now and all I'm looking for is a replacement of the luggage I currently have. The name of it is "ABS Hardside Rolling Luggage" and it is in the color "black with almond trim." It is a large suitcase, measuring ****" x ****" x ****". I would appreciate a prompt reponse to this matter by receiving a replacement of the item I bought, or the closest item currently available to it. I would be glad to send back the defective luggage to any address that is provided to me. Please let me know if you need any additional information.

  • Initial Complaint

    Date:12/17/2023

    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.
    Purchased it rolling hard shell carry on luggage in July of 2023 and the handle never worked quite right. Eventually we were at the counter checking luggage in with airline and the handle would not lower so the airline was refusing it my husband gave it one more try and the entire handle broke off the warranty is clearly used as a selling point for the luggage because they have two hang tags boasting about the warranty Well my bag did not last 2 months and company will not help because I do not have the receipt and they will not accept a copy of credit card statement. But that should not be necessary. They know when they release certain designs and that this design is Les than a year old so why do I need the receipt.

  • Initial Complaint

    Date:05/01/2023

    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.
    Purchased the roller travel bag in February of 22. The bag had a 10 year warranty. Almost immediately the handle would ************* down properly, making boarding flights difficult as it took half a dozen attempts to get the handle to descend. I began a warranty claim and didn't hear anything for a few weeks. I reached out and I actually received a response and a request to reupload the pictures and request. I submitted three more submissions over a period of about 10 months and now I do not get any response, other than the confirmation that my warranty request has been received. I cannot get anyone from customer service, or anyone to respond to my inquiry anymore.

  • Initial Complaint

    Date:03/14/2023

    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 an It Luggage suitcases from Marshalls Nov. 2021. IT Luggage claims to have a 10 year warranty for workmanship issues. I used the smaller of the two suitcases I purchased during airport travel once in November of 2021 and again in Feb. 2023. Upon arriving home from my most recent trip, I picked the luggage up by hand off the luggage belt in the airport and rolled the suitcase through the airport. The suitcase showed no signs of being mishandled by American Airlines baggage handlers nor any signs that the wheel was loose. After arriving home, the suitcase was removed from the trunk of the car and placed on the sidewalk. I rolled the suitcase maybe a foot before it wobbled and the wheel came completely off. I sent an email to It Luggage that night with all requested documentation. Someone from It Luggages warranty ***** replied (see below). This seems to be a very generic reply to me. The response provides no evidence as to what their protocol is for assessing and identifying accidental damage versus workmanship. This prompted me to review their ******** page, which has numerous complaints about wheels coming off of their bags, specifically after the second use and complains about It Luggage not honoring their 10 year warranty. Im disappointed with the quality of this luggage and the service I received. And I have another bag I cant use. (Reply)Thank you for your email and for the photographs. We are sorry that you have had to contact us regarding the damage caused to your luggage. All of our products are guaranteed against manufacturing faults or defects. It would appear from the photographs that this has been caused by mishandling or accidental damage which we regret is not covered by our warranty. As outlined on the warranty card, the ************************************************************** faulty workmanship with your product. However, it does not cover accidental damage. Thank You, Victoria ******** ********** IT Luggage ***

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

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