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Baggagefactory Reviews 277

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TrustScore 4.5 out of 5

4.5

Luggage Shop
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Review summary

Created with AI, based on recent reviews

Looking at 56 reviews, reviewers overwhelmingly had a great experience with this company. Customers consistently praise the quality of the products, often highlighting the excellent condition of items upon arrival and their durability. Many people also commend the efficient ordering process and the promptness of the delivery service, noting that products often arrive quickly and as described. The overall service experience is frequently described as positive, with many appreciating the helpfulness and responsiveness of the company. However, some customers also noted issues with delivery, including instances where items were not received as expected or where communication regarding delivery times was poor. A few other people also felt that certain products, particularly suitcases, experienced problems with parts like wheels or handles breaking after limited use, leading to dissatisfaction with their longevity.

What people talk about most

Product

Clients share positive opinions on product quality and delivery. Many reviewers are very happy with their... See more

Delivery service

Reviewers mention positive feedback about delivery service. Many customers praise the fast and prompt... See more

Quality

People report positive experiences with quality. Many customers praise the superb and excellent quality of... See more

Order

Consumers find the ordering process to be positive. Many reviewers highlight the ease of ordering online,... See more

Service

Users describe positive interactions with service. Customers consistently praise the great service, noting... See more

Reviews shaping this summary

Rated 5 out of 5 stars

I bought a Fantana suitcase from Baggage factory seven years ago but did not use it until after COVID. On a domestic trip a wheel (spinner type) came off but without thinking much about it just pushed... See more

Company replied

Rated 5 out of 5 stars

I love the Hemel store, staff are always helpful and friendly. After purchasing a matching tote bag I arrived home and showed my Daughter who wanted one too. I ordered it online for free delivery and... See more

Company replied

Rated 5 out of 5 stars

Slight mistake in sending wrong colour luggage ordered, but sorted straight away, sent correct colour and picked up wrong colour. Cases are fab and great service. These things happen, but it’s always... See more

Company replied

Rated 5 out of 5 stars

Good big wheel but the four front wheels a bit too sensitive to go right left by itself and can cause accident when hit curb

Company replied

Company details

  1. #9 of 16 best companies in Luggage Shop

Written by the company

Welcome to Baggage Factory, your go-to for top-notch travel gear since 1997. With 20+ stores across the UK, we've got you covered for all your travel needs. From sleek luggage to handy accessories, find everything you need for your next adventure. Our friendly staff are here to help you find the perfect fit, and our online store offers convenience at your fingertips. Trust us to elevate your travel experience.

Contact info

4.5

Excellent

TrustScore 4.5 out of 5

277 reviews

5-star
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1-star

Asks customers to review

This company invites their customers to review, whether positive or negative

Replied to 80% of negative reviews

Typically takes over 1 month to reply

How this company uses Trustpilot

See how their reviews and ratings are sourced, scored, and moderated.

Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews. Reviews are the opinions of individual users and not of Trustpilot. Read more
Rated 5 out of 5 stars

Excellent case lovely colour…

Excellent case lovely colour carefully packed and promptly delivered

11 February 2026
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Reply from Baggagefactory

Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.

Rated 5 out of 5 stars

Very pleased with the case

Very pleased with the case, delivered as requested.

14 January 2026
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Reply from Baggagefactory

Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.

Rated 5 out of 5 stars

Very helpful staff at Trentham shop

Very helpful staff at Trentham shop. Great range of bags to view but didn’t have the size we wanted. Ordered online and had great service and communication from baggagefactory.

2 January 2026
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Reply from Baggagefactory

Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.

Rated 3 out of 5 stars

Poor Delivery

Product was great and just what we wanted. However there delivery contractor was not good. They gave us a date when it was coming. We changed our arrangements they gave us a time then cancelled delivery. Next day they said it would be at a time we changed our arrangements only for them to change the time.

1 December 2025
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Reply from Baggagefactory

We’re sorry that your experience didn’t meet expectations. Please reach out to our customer service team so we can assist you further.

Rated 4 out of 5 stars

We like the suitcase as we have had two…

We like the suitcase as we have had two before. However delivery communication was poor. Plus as third time customer a small discount would have been good but non of the codes we had worked.

21 November 2025
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Reply from Baggagefactory

Thanks for the amazing 4-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.

Rated 4 out of 5 stars

I actually had this delivered to a…

I actually had this delivered to a friend that will be bringing it to me! I bought the smaller one in the store and loved it so had to get the next size!

13 October 2025
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Reply from Baggagefactory

Thanks for the amazing 4-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.

Rated 5 out of 5 stars

Great product great service

Saw what I wanted in the shop the lady there is always so helpful, but wasn’t in stock there so went online and ordered it from there.

Great product super quick delivery and free highly satisfied and one happy 8 year old daughter.

20 October 2025
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Reply from Baggagefactory

Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.

Rated 4 out of 5 stars

Great looking product yet to be tested

Yet to use suitcases but arrived
In a timely manner and look good quality. Little bit more communication would have been appreciated otherwise would have been a full 5 star

17 October 2025
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Reply from Baggagefactory

Thanks for the amazing review! We’re so pleased you’re happy and hope to see you again soon.

Rated 5 out of 5 stars

Karen

Exactly what i ordered at a great price

15 October 2025
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Reply from Baggagefactory

Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.

Rated 5 out of 5 stars

From start to finish a 100%

From start to finish a 100%. Easy, shoppong, ordering, payment service and promt delivery.
All excellent

24 September 2025
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Reply from Baggagefactory

Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.

Rated 5 out of 5 stars

The Cargo bag is so useful

The Cargo bag is so useful
I can not get that size anywhere for such a good price.
I am extremely happy with the bag and speed of delivery

16 September 2025
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Reply from Baggagefactory

Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.

Rated 1 out of 5 stars

Awful service.

Purchased a set of 4 suitcases online. Only 1 case was delivered. BF refused to send the other 3 cases.
Such poor customer service- failed to acknowledge the breach in contract and refused to rectify the problem.

8 September 2025
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Reply from Baggagefactory

We’re sorry that your experience didn’t meet expectations. Please reach out to our customer service team so we can assist you further.

Rated 5 out of 5 stars

Value for Money

Fast delivery all the time, great packaging, easy check out. Durable suitcase

27 August 2025
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Reply from Baggagefactory

Thanks for the amazing 5-star review! ⭐ We’re so pleased you’re happy and hope to see you again soon.

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