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. Products used:Never received order Shipping ReturnsI 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'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? Products used:Pro Slim Laptop Backpack Service Value Shipping Returns QualityBought 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 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.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! Products used:I will return the bag when I receive it. It was a Christmas gift, ordered 16 days prior to Christmas, but no way I will receive it. Service Value Shipping QualityI 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! Products used:None Service Value Shipping Returns QualityI 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 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. Products used:laptop backpack Service Value Shipping ReturnsOrdered 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 :( Tip for consumers:Just don't order anything if you think it might not be perfect because you will be stuck with it forever! Products used:Pro slim jr laptop backpack Service Value Shipping Returns Quality1 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. Tip for consumers:I'm sorry to see a great Company destroyed Products used:I have purchased suitcases in 3 sizes, and other items like packing squares or other travel equipment Service Value Shipping QualityUnlike 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 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 Tip for consumers:The product seemed fine but communication and help is not something this company provides. Products used:MOTHER LODE 21" CARRY-ON ROLLING DUFFEL SKU: *******519 COLOR: EGGPLANT MOTHER LODE 25" CHECKED ROLLER SKU: *******519 COLOR: EGGPLANT Service Value Shipping Returns QualityCustomer 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. Tip for consumers:beware of ad and what you get. I have 5 suitcases from them with no problem. This last one was not as described and I can't get customer service to answer their phones or respond to numerous emails. I put a review on their site but they said they wouldn't post it...surprise! Products used:25" suitcase Service Value Shipping Returns QualityI received the wrong order and was never able to get anyone to help. Don't order from this company. Worst customer service ever Products used:Packing cubes Service Value Shipping Returns QualityIn 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. Products used:laptop bag Service Value Shipping Returns QualityI 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 Tip for consumers:Don’t even think of buying anything from these careless people. Products used:Samsonite luggage Service Value Shipping Returns QualityI 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 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 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. Service Value Shipping Returns QualityAfter 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! Tip for consumers:STAY AWAY Service Value Shipping Returns QualityI do love the variety of choices ebags has, however some of the prices are just ridiculous. $188 for a crossbody bag? I guess certain brands just run that high, but I would hope for more of a discount on this site.Placed an order on 8/25/2020 for a luggage set, a 3 piece packing cube set and a toiletry bag. The next day I received an email the luggage was unavailable. I went onto the website to see what colors were available and the color I ordered was available. Thinking something is up I called ebags and spoke to a young man explained the email and told him the set appears to be available what is going on he puts me on hold and comes back and said it must be a mistake the luggage is available and will place the order again for me BUT THE PRICE IS 60.00 more the next day. I explained I wanted the price adjusted the price I paid the day before. He told me I would have to pay that days price and he would put in for a refund. Reluctantly I did so, so I could get the luggage shipped. Several days later I receive the luggage but no packing cubes or toiletry bag. I call ebags again they tell me they are unsure why I have not received the other 2 items they will send a message to the warehouse and put out a ticket on the missing items and someone will be in tough within 48 hours. More than 48 hours pass no response I call again they put in another ticket and send another message to the warehouse. I ask that they put a note on the ticket that if the color is not available I will take another color as substitution. No response to this call. I call again inquire about reordering the items I'm told not to do that until they hear from the warehouse. I finally receive a email the items are no longer available. I call to inquire about getting the packing cubes in another color at the same price I ordered them I am told "There policy is it would have to be the same item in the same color to price match it" A policy which by the way I can not find anywhere on the website. I send an email and get a response if I want to reorder the items they will price match it but when I call to do that they won't match the price. This has been nothing short of a nightmare and the worst part is they used to be a great company to deal with. I will now take my business elsewhere and so should everyone else if they don't value their customers.Do not purchase from this gretailer, you will only be disappointed. There is NO WAY to cancel an order a few mins/ hours after placing it. It goes into "processing" and sits there for 3 days. The delivery date shown on the order is an "estimate". That's when they actually ship it. Not deliver it. Huhh? Returns are expensive - you pay for shipping and a return/restocking fee. STAY AWAY #buyerbewareThe 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. Tip for consumers:Shop elsewhere Products used:Never received