eBagsReviews 136

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 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 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!

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.

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!

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.

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!

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 purchased 2 bags from Ebags & both orders were canceled with no explanation. Called only to learned that they had over sold. Purchased the same bags on Amazon and they were fulfilled by Ebags and arrived in 2 days.

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

On the 19th of May, 2022, I ordered a Backpack (Mother Lode Travel) Backpack from Ebags, the order number: Ebg*******. The order was placed after I had read the reviews from several customers (supposedly) about how good them item is. However; I doubt, those reviews are from the REAL customers.

Few days later, the Backpack arrived and to my greatest surprise, it was a PIECE of trash. I immediately contacted Ebags and registered my dissatisfaction with the item. Through an e-mail and over the phone, I was instructed on how to return the item. The next day, yes next day after I received the item, I returned the Backpack through the UPS store.

On the 26th of May, 2022, Ebags received the item as the tracking record showed. After not receiving my refund through my Credit card, I called Ebags to know why my Credit card has not been credited. In response, Ebags confirmed receiving the bags, but that its policy is to process the refund after 14days has pasted as is listed in its RETURN POLICY guidelines, else they will NOT process the refund

Today, it is way past 14days and Ebags has not credited my Credit card. At the time of writing this complaint, the charge is already accruing interest on my Credit Card, yet I have returned the item to Ebags over three weeks ago.

Please DO NOT buy anything for this company. They are thieves. Obviously, holding-on to customers' monies for weeks is where their profit is coming from, as the customers pay INTEREST on monies they do NOT owe.

I purchased a backpack and matching roller bag as a Christmas gift. The receipt kept the roller bag but didn't like the backpack. I suggested they find one they liked somewhere else while I returned the one from Ebags. As someone else said - when you attempt to initiate a refund online - the status says "not yet delivered" which prevents you from starting the refund process. After literally dozens of emails since December 25 explaining that I could not initiate a refund - I finally got a response telling me to go online to initiate a refund! I am not happy that I am out $175, plus the cost of the replacement backpack. Not to mention the quality is very cheap! I could never get that price trying to see it. I'll probably just donate it! In the meantime I will spread the word to warn everyone via social media.

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 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

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

A friend recommended eBags to me. I wish that I had seen all the reviews on this website before I ordered a bag. The bag I ordered is very nice, but the bag's interior isn't big enough for what I need so I'm trying to return it. There is no customer service number so I have sent 4 emails and haven't received a response. I have tried 4 times to initiate the return online, but the "online return center" link redirects me to an order locator page. When I enter in my information it says that the suitcase hasn't shipped yet - even though I received it last week. Because it shows that I haven't received my bag yet, I can't start the return process. If I'm still getting the run around in 2 weeks, I'm going to contact the consumer investigative division of a local news station that helps to get people's money back. We'll see how that goes.

The worst customer service next to Chinese customer service. Never answer the phone, online account can't track your purchases or show a current order, worthless. A VERY poorly managed operation.

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.

After being a better than average customer for years and years, I will NEVER EVER darken their door. Samsonite has turned them into a POS, with terrible customer service. I urge you to head my warning and shop ANYWHERE ELSE!