Baggagefactory Reviews 

I made a last minute trip earlier this week to get myself a suitcase I desperately needed for holiday. I was stressed about getting one as I fly on Monday and have left it very late but Ashleigh had helped me quickly decide on the right size one I needed! Thankyou Ashleigh again brilliant customer service and saved me from shopping elsewhere, will definitely be returning to this shop!

Bought a lovely little shoulder bag from Doncaster store. Ideal for going somewhere special without having to take handbag. Price very good and staff really helpful and friendly.

Was stuck with what suitcase to buy for my holiday and ashleigh was really helpful and extremely friendly made me feel completely comfortable, answered all my questions and helped me choose a great case. 10/10 cystomer service. Thanks so much will definitely be back

Rana has wonderful customer service and was very helpful when attending to me! He guided me in the right direction to the luggage I needed.

Really sorry for my previous review as I thought the suitcase came scratched but it was actually the protective plastic that was scratched, when we peeled it, there was this new shiny suitcase which my son loved a lot. He is super excited to take his spaceship suitcase to holiday .

Good service ,fixed my delivery problem quickly

What a excellent customer service given by Rana at westfield Stratford. Highly recommend 👌

Helpful service. Spoke to Rana, Westfield in Stratford. Extremely helpful, made it quick and easy to find something as I was in a rush.

I have a few of these bags, they're top quality and very practical.

Bought a £100 suitcase for my son's school trip. The zip on the bag broke on first use, one week after buying it. Seemed like metal fatigue - the bag was nowhere near filled, and there was little to no force applied to the zip. As he was going away the next day, I had to run out and buy a new bag. (TK Maxx, Samsonite in case you are wondering).

Took the broken bag back to the shop, with proof of purchase. Manager acknowledged that the zip had snapped, and that it was an unusual break - but only offered a swap/credit note. When I pointed out that this was against the statuatory cover, I was told to email customer service.

Emailed customer service with photos and proof of purchase. Acknowledgement took 3 days, and it took a further week for them to agree to do the thing that they are obliged to do by law! And even they told me I had to bring the email along in order to "prove" that the return was authorised by them, rather than training their staff on consumers rights.

The whole thing struck me as a deliberate attempt to avoid their legal obligations to sell stock that is Satisfactory Quality as covered by the 2015 consumer rights act.

My wife and I were well attended to at the outlet shop at the o2 Arena. Melissa the manager was helpful in picking out the bags for us. Thank you and i will recommend the Baggage Factory to my friends

Great prices, shipped quickly and arrived in perfect condition.

My wife already has this suitcase and I absolutely love it so I decided to buy the same one. The zipperless design with clips to close the case makes it sturdier and more secure and having the locking mechanism built into the main clip is more convenient. I got the case at an excellent price with free delivery and it arrived within a couple of days.

Arrived swiftly. Lovely to have a gym bag I don't need to carry!

Wheel got broken at airport on a case 6 months old. Contacted the company and new wheel supplied excellent service and great communication. Well done

Quick delivery, and good quality Would recommend

Arrived quickly and looks good.

The website automatically completed my order assuming my billing address was my shipping and delivery address. Despite having a telephone number, nobody answers the phone, when you need to speak to someone about your order.

Bought a £98 leather Peter James handbag from Rowsley store, great bag, lovely quality however no dust bag so asked for a bag and they wanted to charge for this despite having paper Peter James bags hanging up behind the till !
How much do you need to spend to get a paper bag ?
The sales lady offered to put it in a second hand random plastic bag as I was concerned that this expensive purchase needed some protection from the rain.
Will not shop there again sadly as whilst the goods are great, the charge for a paper bag which clearly comes from the manufacturer I would imagine for free, is not acceptable for a £98 purchase.

I purchased a vanity case in the Chatham Dockside branch today and was served by Leah. What a breath of fresh air to experience such amazing customer service. Leah took time to show me a variety of options and explained in much detail to assist me. Leah even located a case that I was interested in after I left the store and called me to let me know that one was available. I am so happy with my purchase and the service I received, I would highly recommend this store. Thank you.