eBags

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.

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.

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.

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!

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 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.

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'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?