It Luggage USA

On 2/19/20 I emailed with proofs the following: I purchased the attached suitcase this past summer. Used it this January for the first time. The pocket on the inside had split open by the time I arrived at my destination. They were not overloaded, very light items, socks, under garments. I would like a replacement as I'm not sure how else it could be fixed.

Attached please find copies of the photos and receipt. The cost of the luggage was $69.99."

I was asked to submit further numbers, which I did. I have since gotten zero response via email, phone, Facebook page. The lack of customer service is unacceptable, even in Covid. Phone calls and email can be made from any location.

I PURCHASED LUGGAGE ON 3/11/20 IT ONLY LASTED A COUPLE DAYS. ONE FLIGHT. I HAVE EMAILED THEM A MINIMUM OF 33 TIMES. AND CALLED AT LEAST 20. I DON'T GET A RESPONSE FROM EITHER. THE LUGGAGE HAS A 10 YEAR WARRANTY. IT DIDN'T LAST 10 DAYS.

To whom it may concern,

I am reaching out in regard to a purchase I made from the It Luggage company. I purchased this luggage on 12/1/18 from *** Stores. I paid $70.03 for this luggage. I used it for the first time in March of 2019. When I placed my it luggage on the scale to be weighed at the airport, one of the wheels broke. Mind you my luggage was under 35 pounds so I am unsure as to how it broke so easily. I ended up having to buy replacement luggage at the airport due to not being able to use the It Luggage I purchased. I have attempted to file a warranty claim through It Luggage which is advertised as a ten-year warranty. I have sent them pictures of the damage, a copy of my receipt and information regarding the ten year warranty. Upon submitting my claim, the company has refused to get back to me in regard to my claim. I have made multiple phone calls where their operators hang up and I also have yet to receive responses to my email. It has been well over two months and no one seems to be giving me an answer. I would truly appreciate any help I can get at this point. Thank you.

I’m writing to you about a piece of luggage that I purchased from Ross Department Store in Arlington, Texas on September 4, 2018. Although, I don’t have the receipt, I have proof of purchase. I have the transaction number from my bank debit card statement that includes the date, location, time of purchase and the transaction number. I have contacted Ross Department Stores in person and telephonically, and I was advised that their computer system does not allow them to produce a receipt.

It should be noted that after I purchased the suitcase, I noticed that the front left wheel was not firmly attached to the base as the other wheels were. It was not loose or wobbly. There was a very small space between the wheel and base. It appeared to be minor. After arriving home from Texas there were no additional problems with the wheel. This was my first time using this luggage. I have only used this suitcase twice.

On January 20, 2019, I began packing for an overseas trip. Again, the wheel defect appeared to be minor. On January 22, after arriving to the airport and before checking in my luggage. I noticed that my suitcase was not rolling steadily. I looked down and observed that the left front wheel was wobbly and appeared to be coming loose from the base. I then tilted my luggage to the right as to not put any further weight on the wheel. I returned home on January 31st. On February 1, 2019, I contacted Ross and It Luggage regarding this matter.

I have tried to resolve this issue with It Luggage. They are denying my claim saying that my records “proves you made a purchase at a Ross Department Store, but it does not prove you purchased luggage” I have the luggage. I have provided them photos of the luggage and the damage, along with their style number and product information about the luggage. Their product should not disintegrate after being used twice. Recent legislation says that if a durable item fails in its first six months, then it should be treated as if it had not worked from the start.