eBags

I've been an eBags customer for a number of years. Always had previous (before COVID) great experiences with them.

But eBags has gone downhill.

* When you place an order, the tracking status on the eBags site will not correspond to the tracking status on UPS

* In fact the tracking number eBags gives isn't even a valid number on the UPS site.

* The tracking status page on eBags dot com says my order will be delivered yesterday. It's not here and UPS doesn't know.

* There's no customer support -- there's no number to call and the chat function on the webpage doesn't work.

I sent an email to eBags -- since that seems to be the only way to talk to them, and all you get is a form letter in reply that says, "our team is experiencing higher than normal volume due to the peak shopping season."

Really? March is peak shopping time?

I bought a MotherLode Medium 13 years ago and have made 2-3 trips per year internationally. I love its clamshell design with a hard and soft side which easily holds all my stuff, plus a couple of exterior pockets for things you need to store or retrieve while in transit. But after 13 years, the main zipper started to come apart at the bottom. Contacted eBags, sent requested info and pics, and got a new one of same model. Can't beat that!

If you are ordering for Christmas, don't count on it! I ordered a bag on 12/14. On 12/19, I realized the UPS tracking label had been created, but no shipping had even begun! This company has minimal customer service hours - only open until 4 pm! I called on 12/20, and no answers, not much concern from the rep. She said the bag was likely stuck in customs in Mexico and no idea when it would ship. On their web site today, 12/20, it says you can order and receive by Christmas. That's not possible! Regardless of how much you spend on expedited shipping, eBags takes 2 days to "process" your order!

I had been a customer of ebags for a few years before it was purchased by Samsonite. They owed me a refund of $79.00, which I never received. Customer service is non-existent. I also wrote to Samsonite and never received a reply. Will never purchase from ebags or Samsonite again!

I returned a suitcase and received their confirmation by text that it had been delivered to eBags on Aug. 25,2023 and a refund was being processed and would be posted in 10-14 business days. It is now Sept. 28 and I still haven't seen the refund. On Sept. 18 I called eBags and they said the refund was being processed that day and I would see it posted on my acct. In a day or 2. Still haven't seen it though when I called today, eBags said that is shows that the refund was processed Sept. 18.
I use to buy from eBags a lot and they were always great. This just so disappointing!

In 2019, I bought a laptop bag from eBags.com, which I have used daily since. After four years, the zipper began to deteriorate. I reached out to eBags to inquire if their limited warranty would cover this issue. To my satisfaction, they promptly honored the warranty and offered a new bag with no extra charge. I am thoroughly impressed with their commitment to customer service and the quality of their products. Their responsiveness and willingness to resolve my issue exemplifies outstanding customer care. I highly recommend eBags for their reliable products and exceptional service.

I spent 45 minutes just trying to get an order to go through the website without it erroring out. Finally it said I had placed the order, but I never got an email confirmation or anything, so far. I had to contact support just to see if the order existed. Oh, and the site wouldn't let me create an account either.

Appr. 20 minutes after placing my order, I was told by support that they couldn't cancel or change my order because of their "fast processing". So I bought another smaller bag that I had missed when I placed the first order. I now have two orders. I asked how long I could expect until I got the bags, and the support merely said the 2-5 days that the shipping quote listed, plus 2 days for "processing" before it was shipped. 2 days for processing, yet their system is so fast that you can't cancel an order 15 minutes after placing? That's a scam. They want to ship the item and make you decide whether you are going to return it. BTW, they don't pay for return shipping either, so that's 14.99 that I have to pay to send the bag back because I can't cancel the order.

Oh, and I've never received a confirmation email yet. No confirmation, but they won't cancel the order. So very disappointed.
I asked for a manager to call me (I never do that) because my experience was so horrible, and the support agent set one up supposedly, but said I could expect to hear from the manager in 1 or 2 days.? Unbelievably bad experience.

One last attempt through customer service was successful. They credited the small price difference and replaced the defective bag at no cost. It shouldn't have taken 3 attempts, but kudos to them for finally doing the right thing.

Ordered a back pack for my daughter's study abroad program and the size was wrong. Started trying to return it maybe 5-days after receipt through the website but it said that the order was "pending delivery" so I was unable to do the return online. I've sent probably 10 emails and then also called several times and never was able to reach anyone. Wish I had looked at review before ordering :(

I bought a "weekender" bag in October 2017 and it was really too heavy for true usage. I can't use it. I neglected to return the 2017 purchase quickly and went to look at the return policy (figuring I was out of luck, as I am) - but unfortunately I see that in the past 3-4 years they have (1) reduced their return window from 60 to 30 days (which for an online retailer is a very small window, ESPECIALLY for people traveling, and it caters to travelers), (2) added a $4.95 per item return fee (which is insane, a restocking fee on even $10 products amounts to a ripoff), so it's essentially a "you buy it, you keep it" policy for items under $20 or so, and (3) developed a nasty customer service problem, based on these reviews. Prior to the 2017 purchase I'd bought a lot of packing cube type bags from them and had a good experience, quite good. I think Amazon is crushing ebags because it seems that they are changing their business in ways that will make things worse for them.

1 Star only because this site will not let me leave the ZERO star review eBags deserves today. I bought my first eBags roll-aboard more than 20 years ago. There are 6 people in my Family and everyone has a eBags roll-aboard, and we have several larger cases too. They had good products, but GREAT customer service. If a bag failed, they shipped me a new one. Only 1 bag totally failed, but loose a zipper pull, and free parts were mailed to you quickly. Now they are helpless. For the past week while they were on sale, I tried to buy 2 new bags (the ones from the early 2000's deserved to be retired). The website never let me get to the point where I could enter my credit card. I tried 3 different browsers each on 2 different computers. Never got to the "Enter Payment" page. I did this on 5 different days, chatting yesterday with customer service rep who was "really sorry" that I was having problems, but made no attempt to help me purchase the bags. Today, the 20% sale is over, so the bags are no longer available at the lower price. I was politely asked to sign up for their email list (which I am already on) so that I could learn about future sales. I assume this is all a result of Samsonite buying the company some time in the last year. I guess its time to start looking for an other company to buy luggage from.

I keep reading negative reviews about eBags, and am pretty surprised. I have ordered from them several times (10+) and have received them very quickly. On one bag, I didn't like the color, and returned it with no hassle, they paid shipping. On my Crew Cooler, they replaced the lining after only having to send pictures. As for the luggage, going on four years and many uses with no issues.

Bought some luggage online. Site said error, so I tried again. Same error showed. I then received two emails confirming same order twice though it had not appeared to go through. I immediately called and agent credited one on my double purchase. Here is the problem. They said it could take 3-10 days for credit to come off my debit card. The bank would take that long to remove the double charge. Guess what? A third charge then was taken off of my account. I called about that and was told same thing about length of time for credit. We called our credit union and they said they did not know what they were talking about. They gave us a number to call on dispute. What the heck? These are not easy times and there is no reason for this to happen, especially since we did not order or want three sets of luggage. Do not place an online order with them - Buyer Beware!

Ebags suitcase is great! TLS Mother Lode Mini 21" Wheeled is our model and we love the different compartments. Easy to carry and nice design! We used for a month trip two people combining with a backpack. We can carry all the clothes and separate dirty clothes for laundry. We can also keep cables and computer for our online job. Toilettries can also keep in different compartment since there are many of them. The suitcase is perfect for short trips even for two people. Hopefully trying more products of ebags!

Unlike some of the reviews, I've always been satisfied with e-Bags shipments. I first came upon e-Bags from an ad somewhere. I ordered a large purse because I was flying to WI and needed something that could carry my iPad (regular sized), my novel, and all my other numerous things. This first purse was leather, very supple and lovely. However, the inside material shredded and came apart within a year and a half, so even though the outside still looks perfect, the inside is done for. It's down to the leather! The second purse I bought within the past 6 months also has the inside shredding. It was a different brand from the first purse-leather, but much harder, less supple leather. I still, just tonight, ordered a third purse for everyday use. It's not leather and I hope the inside will stay intact. All of this previous review tells the bad side of eBags.
The good side is that there are huge numbers of purses, wallets, carry-on bags, luggage, etc. on this site. Most of the purses are made for security as you travel, with reinforcement so that thieves can't cut the purse's strap away from you. There is also protection for you money and credit cards, as I believe there is some device that can scan your credit cards while they are in your purse!
You also get good coupons and discounts. You get money points for everything you buy. Many of the original prices are very economic, but with the money points from my previous purchases, I saved $10 on my purchase tonight.
So the only complaint I have, and it's a significant one, is that the material used in the inside compartments of the purses IS NOT LONG LASTING AT ALL! It shreds and comes apart. I have purses from 20-30 years ago, not from eBags, and the interior looks almost as good as new. EBags needs to make sure they change this bad problem.
Thank you.

I read the reviews carefully and decided to try out ebags.com and I'm glad I did. No store online or otherwise comes close to their site wide sale prices! Shipment of my two Osprey packs came with in 7 days like they said it would and packed securely and arrived in mint condition. Will totally order from them again.

I purchased four pieces of luggage and forgot to put in the discount code. Ya I was rushing dah! As soon as I realized it I emailed them and asked if they would just include the discount code for me. I received the standard email that didn't address my question at all. So I thought I would just return the items and repurchase them using the discount code. They say they have a chat support but it is just a help desk form for reporting digital access barriers which may prevent or limit access for users of assistive technologies, such as screen readers. I saw no other chat window or phone number to contact the company. See below the sites specific information

Warranty and Repairs:
For additional information regarding our warranty, please visit our Warranty for ebags Brand page

Customer Service:
Chat support - Mon.- Fri. 9am-4pm est.
Or email *******@ebags.com
Please allow 48 business hours for response by email

To conclude we could never Create a return authorization and shipping label because the site still shows our purchase in process even though all the packages were delivered. The package has to be delivered to create a return authorization. Any time I have tried to email them about any of this they just send the generic email which is not helpful. We are keeping the suitcases. They do look nice but I will never purchase from this vendor again due to the awful customer service. Thanks

Stay away from Ebags! I ordered a men's clutch, and did not like it. It took three emails and a full week to get a return authorization. On top of that they are charging $9.99 for return postage. Couple that with the original shipping, and it costs almost $20.00 to look at a product!

Customer service (or lack of!)
The bag I bought was to be an exact replacement for the one I had that lost a wheel in traveling. I wrote the company twice about this issue with no response, so I purchased a new one. The description said it was to have a tote strap to attach a briefcase or tote but none was on the bag. I have spent over a week, trying to call ebags (they have a 30 day return policy) and sent two more emails and one through their "help" line and have had no response. Also once you are on hold on the phone for more than 12 min, they hang up on you... this happened 3 times in a row. Very poor customer service.

I ordered the eBag Professional Weekender backpack, and it arrived quicker than expected. I've been very happy with it and subsequently ordered the Professional Slim laptop backpack for every day use and have also been pleased with it. It also arrived sooner than expected. Have had nothing but very good experiences with eBags.

I received the wrong order and was never able to get anyone to help. Don't order from this company. Worst customer service ever

I have purchased a lot of IT luggage. I have bought it because it was light weight and well organized interiors. Such great customer service on top of great bags

I ordered two pieces of samsonite luggage and they never sent me order details after three weeks order arrived at my door steps without tracking information, so bad, will never recommend