eBags

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!

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!

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!

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 :(

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.

Order guaranteed by 12/22/23 and as of 12/28/23 package has not shipped. Customer service verified package still at the warehouse but refused to cancel order because it had been packaged. They want me to return and be charged a fee because the merchandise is not damaged. I requested corporate information and I was referred to supervisor with an estimated call back do two days. SAVE YOUR TIME AND MONEY.

Returned a jacket I ordered. Despite having proof of delivery of the return, it's been over two weeks waiting on my refund. Excuse after excuse and now I'm told it will be another 5 days. WORST online shopping experience I've ever had. They are nothing but a drop ship company anyway so you are better off going directly to the manufacturers website for the sales you see on eBags.

Worst customer service ever. Don't buy there - it's just not worth it if something goes wrong. Trust me - I'm fighting with them now to get a refund for an order I never received, due to their error. Go elsewhere.

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.

This is what I purchased.

Travelers Club Luggage
Adventure 29" 6-Pocket Rolling Upright Duffel. I took it on 3 flights before the plastic part above the wheel broke completely into. I contacted customer service, nothing at all. Don't buy this junk it's a waste of money.

I purchased a fairly expensive leather bag with a telescopic handle. Within about 4 months the handle got stuck, rendering the bag virtually useless.
After contacting customer service, it took them exactly 20 days to respond... I finally received a reply from one of their "Customer Success Agents" (seriously...) stating that international customers can basically take a hike if anything goes wrong with their purchase after a whopping 30 day period.

Zero customer support success. What an utter joke. Avoid like the plague!

The customer service is so pathetic. First, upon my return, they did not refund my money difference and instead gave a 1 year credit. After my credit got expired, I called them 3 days later, only to learn that they will not do anything, no grace whatsoever to help or accommodate my case.

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!

I was excited when I first bought the Ed Heck rolling backpack from ebags on 2/26/16. We didn't really use it til March and within that time, the seams started pulling apart on top of the bag, not any area where it was being pulled at. I reached out to ebags but their policy is that after 1 month, they can't refund but directed me to the email of the manufacturer who has yet to reply to my email. I'm not even looking for my money back but at least some fix or anything. Since a few days ago of contacting ebags, other seams on the backpack has started coming apart. I will not be purchasing any more bags form this manufacturer. It looks sturdy, felt sturdy, is real cute but probably won't last much longer. Buyer beware. EBags is only a facilitator for the manufacturer who has not yet replied to my emails, emails is the only form of communication eBags provided. If anyone has any suggestions or contact info, I'd appreciate it!

Sold me a defective golf bag. Faded within 2 months. Golf bags are made to be In sun. Customer service insulting and terrible. Gave me a run around had me contact manufacturer NO resolution. Got order wrong twice

This company sends the complete incorrect product, then expects you to return it, then you have to re order the order you paid for. This all with a three week wait.
This is the fine work of their robotic customer 'success' team.
And no apology at all.
Do not purchase from this glossy multinational owned retailer, you will only be disappointed.

Know their return policy. I purchased a gift for my daughter that was Patagonia. From the shipping time until it was opened was 35 days. Their return policy is 30 days and would not let me exchange. I asked to speak to a manager and apparently they cannot transfer calls. How convenient. A manager has yet to return my call. What a joke! I will never purchase anything from this company and will make it well known! I *******@Patagonia knows how they are being represented (poorly)!

First order and they sent the wrong suitcase. I called them and they said they would send out another one 2 day Fed-Ex but it's been 3 days and when I called they said it takes 2 to process and it's not even shipping out until today. Customer service department is lacking... the bag was a good deal but there are other sites with the same deal so I would probably not order from them again. We shall see if there is any hassle when I have to ship the other suitcase back to them.?

Very poor service - they sent my package back without even contacting me (why would they require the phone number and email?) because there were "problems" with my shipping address (there were none...) I called them when got suspicious about the missing package. I had to cancel the delivery because I needed the package for a certain day - I am traveling. The lady on the phone confirmed my cancellation; the next thing - I got an email from eBags telling me that my order would arrive... the day after my departure... So disappointed...

I have ordered several times from this site (both times earned lots of cash back from Ebates) and not had anything but an excellent experience. I was able to find great unique gifts for several people, awesome clearance and cash back rewards in several different ways! I have always received my items in less time than expected.

Ebags.com overall has been pleasant for me in every way as a consumer except one.

Products - Vast Selection
Quality - Great (The items I've purchased are still going Strong)
Price - Affordable to Pricey (Good Range)
Discounts - Good (Offered fairly Regularly)
Shipping - On time but...

The shipping with ebags.com is where I had my issue (its not a big deal I just find it personally annoying). I ordered a tote and 2 purses and they all ship separately, so instead of having to accept 1 delivery I had to accept 3. I remember getting 20% of on this order which made the multiple deliveries easier to swallow after the fact.

Honestly as long as you can deal with the multiple deliveries ebags is awesome all around and that's the reasons I will buy again and will recommend them despite my annoyance with multiple deliveries.

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!

I ordered a bag from eBags.com for an airplane carryon because of the description and reviews. It came quickly but was much smaller inside than I expected so I returned it. They were very good about accepting the return, but the process was very expensive. It cost $14 for the return shipping and handling. I would have gotten part of that money back if I purchased another item--the amount would have been applied to the new purchase. I thought this was way too expensive & will not be purchasing from eBags.com again. It was order number ******* by way of proof that this was my actual experience.