IT Luggage

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Estelle's complaint against IT Luggage

Estelle L'Heureux

06/01/2018

Quality of It luggage and customer service

Complaint against IT Luggage

I bought a suitcase from Matalan who sell It luggage 2 years ago, particularly because it has a big label on it saying it had a 10 year warranty. I've used it twice to move home, and it has split along the seam, so not due to wear and tear and sent this email... To whom it may concern, I bought an it suitcase from Matalan in Camberley 2 years ago. I specifically bought it because of the look and particularly because of the 10 year warranty. I have used it twice, and the stitching has come away from the seam. (See photographs attached) I no longer have the certificate or the receipt as it has been 2 years since the purchase and did not think I would need, due to the warranty which I have never seen provided with any other luggage and swayed my decision. I am extremely disappointed with the it brand, and request that I am able to obtain a new replacement suitcase or a full refund. Yours sincerely, Estelle L'Heureux I received this reply.... Dear Estelle, Thank you for contacting us and for the photographs. We are sorry to read that you have experienced a problem with your luggage. In order for us to fully understand the nature of the issue we would ask that you please provide us with the further following information; Full name and address Copy of your proof of purchase – this can be in the form of a till receipt or bank/credit card statement Copy of Guarantee Certificate from the back, the part stating the style number and specifications of your suitcase Height of your suitcase Explanation of how the fault/damage occurred Please be aware that without all of the above information requested, a warranty claim cannot be taken any further. Please ensure the email you send with the above information does not exceed 10MB of size, as this may prevent us receiving the same. This may mean sending attachments in separate emails. We look forward to hearing from you. Kind regards Tasha Customer Services it luggage UK I replied back... Hi Tasha, As within my previous email I do not have the receipt or certificate as it was over 2 yearsago that I bought it. Kind Regards Estelle L'Heureux I have not heard anything back from them since. I do not have any details of receipt or warranty as I was certain that the 10 year warranty would last. It seems like i am not the only one disappointed with this company and it's customer service judging by the reviews Hope you may be able to help gain some redress. Many thanks Yours sincerely Estelle L'Heureux

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