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 :( 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 Quality Date of experience: February 2, 2022Customer 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 Quality Date of experience: July 21, 2021If 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 Quality Date of experience: December 20, 2023In 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 Quality Date of experience: November 16, 2023I 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! Date of experience: February 27, 2024A 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. Tip for consumers:Don't use this site. It appears that they make it impossible to return your purchase. Products used:Pro 22" Carry-on Spinner Service Value Shipping Returns Quality Date of experience: December 16, 2021I 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! Date of experience: September 28, 2023I'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 Quality Date of experience: March 2, 2024I 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 Quality Date of experience: February 28, 2024I 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. Date of experience: May 1, 2022Order 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 Returns Date of experience: December 28, 2023I 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 Quality Date of experience: December 11, 20221 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 Quality Date of experience: August 2, 2023I 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. Date of experience: August 18, 2017Worst 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. Date of experience: January 11, 2015Returned 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. Date of experience: November 29, 2019This 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. Date of experience: February 1, 2016I 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 Quality Date of experience: January 12, 2022I 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! Date of experience: November 2, 2017The 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. Date of experience: October 8, 2020Bought 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! Date of experience: May 12, 2020I 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! Date of experience: April 17, 2016I 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. Date of experience: July 28, 2018One 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. Date of experience: April 15, 2019I 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. Date of experience: August 11, 2018