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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:01/30/2023

    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 submitted a warranty claim for 2 pieces of luggage where the rubber wheels on the luggage are deteriorating and falling off the wheels and prevents them from rolling correctly. Their warranty is for 10 years and I have only owned the luggage for 6 years. I submitted a claim in early December 2022. I got multiple requests for additional information which I provided. They responded that they do not have the wheels for that luggage in stock and will have to see if they can find the part in *****. That was December 21, 2022. I have sent several follow up emails requesting status and have not gotten an update on when I would get replacement parts. I am requesting the replacement wheels be provided for the 2 pieces of luggage or if the wheels are not available then the luggage be replaced.

  • Initial Complaint

    Date:12/13/2022

    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 IT suitcase on 10/03/22 at Marshalls. I used the suitcase 1 time on vacation from 10/06/22 to 10/16/22. The bottom of the suitcase cracked going down some stairs. I have emailed the company several different times sending them pictures copies of the receipt and the tag stating it has a 10 year warranty. I have heard nothing from them. I paid $99 for that suitcase.

  • Initial Complaint

    Date:11/20/2022

    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 luggage are a single use trip to ***** the wheel tore to pieces. Sent inquiry about replacement wheel provided all necessary documents including receipt. Was told they don't have the wheels for this luggage. The luggage is 6 months old. They say they have a 10 year warranty. I don't this so qhat a lie.

  • Initial Complaint

    Date:11/08/2022

    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 piece of IT luggage whose wheels and clasp have broken. I have been unable to receive ANY kind of support from this company. Calls and e-mail requests for support are never answered and ignored. The luggage was supposed to carry a 10-year-warrany, but what good is a warranty from a company that doesn't stand behind it?

  • Initial Complaint

    Date:11/01/2022

    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 an It suitcase on May 31, 2022. One of a pair of wheels broke off on a trip in September, of 2022.The suitcase has a 10 year warranty.Submitted a warranty form on their web site in September. Having no communication from IT I followed up with a phone call 30 days later about Oct. 1, 2022. It is now November 1, 2022 still no contact from IT..I have now submitted a second warranty claim, again on their web site. I do not get a confirmation that the form has been received. I get nothing.

  • Initial Complaint

    Date:10/21/2022

    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 this luggage at boscovs within the last 4 years. The wheels no longer work properly. Per the label on the luggage when I purchased, it has a 10 year warranty. They refuse to send me new wheels and tell me based on their website, which I did not have access to when I purchased this, I need my receipt. They have the stickers that show when the luggage was made so they know its not older than 10 years old. I just need functional luggage.

  • Initial Complaint

    Date:07/22/2022

    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 2 top-of-the-line suitcases made by IT Luggage from Bentley's ****** in December 2018. Total purchase cost for the 2 cases was $230.50.The first case broke the very first time I used it. One of the wheels completely ripped off. Fortunately this happened during transit and I was able to claim from the airline who gave me a voucher for a replacement. The second suitcase broke in exactly the same spot as the first the 3rd time it was used which was in June 2022. This time, however, it broke as I took it out of the trunk of my car and put it on the ground. There is an obvious defect in the wheels of these suitcases. I purchased these cases because they came with a 10 year warranty but now I am unable to contact the company. I have the original receipt and warranty certificate but every time I try to call their claims department, I get a message saying they are unavailable and to leave a message. Problem is that any extension you press says the mailbox is not working, so there is no way to contact anyone. It's very frustrating and I am concerned that I will never be able to submit a claim.

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

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