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
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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... See more
Company replied
We visited Baggage World Glos Quays today. A lovely selection of cases &bags to suit every occasion. Lucy &Rachel served us, they were very helpful &friendly. We were able to leave our cases there... See more
Company replied
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
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Company details
- #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
London, IG11, London, United Kingdom
- 02085912111
- sales@baggagefactory.co.uk
- www.baggagefactory.co.uk
4.5
Excellent
294 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% 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.
Rana from Baggage World at Westfield…
Rana from Baggage World at Westfield Stratford provided excellent service today with my small under seat suitcase. It was a shame this was the last one of this colour (pink) but Rana had done a great job.
2 November 2024
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
First time order from baggage factory
First time order from baggage factory. Quite impressed with service, parcel arrived in good time and happy with product which was of good quality
18 October 2024
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Excellent service
Excellent service. Value for money extremely pleasant and helpful. Would definitely recommend them.
10 October 2024
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Shopping trolley
Love this shopping trolley very good value for money very please with it would buy again
8 October 2024
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
A Great bag- great value!
Easy to order, prompt friendly delivery. Great Value for money and well made.
Large capacity bag- love the separate zip compartment at the base of the bag for shoes etc. lots of additional pockets. Looking forward to taking it on holiday next month!
14 October 2024
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
I ordered the wrong colour but the shop…
I ordered the wrong colour but the shop at Dalton Park, Murton helped me with the exchange. So that was 5+ stars. The lock won’t work on one case so having to go back again to the shop.We bought two 28” Fontana Venice in green. We go away on Saturday.
That’s why I’ve given 4 stars.
14 October 2024
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Completing the order was very simple…
Completing the order was very simple and easy with great customer care. The delivery was very fast and courteous. I an really impressed with the service. Thank you
14 October 2024
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Excellent Customer Service
Following a recent holiday, we noticed that one of the feet on the bottom of our suitcase had dropped off. I emailed Customer Services and a replacement part was posted out to me.
Very prompt and efficient service. Thank you.
Mrs C King
14 October 2024
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Came in 1 day which I needed
3 October 2024
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Very pleased with my purchase
Easy to navigate website. Good value for money. Speedy and efficient delivery. Goods were as described, I was very pleased with my purchase.
3 October 2024
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Prompt and efficient delivery
Prompt and efficient delivery. Great bag. Perfect for air travel.
2 October 2024
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
The delivery was fast
The delivery was fast, received it the next day from ordering. Trolley is good no problems so far
25 September 2024
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
it was just perfect
13 September 2024
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Truly excellent customer care…
I had a problem with a hardshell suitcase bought from the Baggage Factory - the corner plate holding one of the wheels to the suitcase had been damaged during a recent cruise. The Baggage Factory after sales service was superb. I reported the problem to them and within 24 hours I received - free of charge - the replacement parts I needed. The repair was very simple, just four screws to undo then put back in place. The whole thing took no more than five minutes. Truly excellent customer care.
P J Edmeades
Stome-on-Trent
26 September 2024
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
I had 2 sets Eagle London hexagon…
After initial upset over my suitcases ..... the head office were superb and so helpful managing to find us replacement wheels .
16 September 2024
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
VERY HAPPY
Ordering the bag I needed on line was very easy & the delivery super quick with notifications sent regularly updating delivery etc. Had a minor issue once the bag arrived but this was resolved to my satisfaction very quickly. Would definitely recommend this company for great value items & fantastic customer service!!
6 September 2024
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Good value and great customer service.
Bought 2 'Eagle' hard shell cases from the Gloucester Quays outlet. One was fine, the other had a problem with the lock and a wheel. Absolutely great customer service, all sorted out very quickly. Could not have been more friendly or helpful.
Good value and great customer service.
8 September 2024
Unprompted review
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
Excellent service
Excellent service - suitcase was easy to order, great price and excellent delivery
27 August 2024
Reply from Baggagefactory
Thank you so much for taking the time to leave us a 5-star review! We’re thrilled to hear about your positive experience and are so grateful for your kind words. Our team works hard to provide the best service possible, and feedback like yours makes it all worthwhile. We truly appreciate your support and look forward to serving you again in the future. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know. Thanks again for choosing us! 😊
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