BagsmartReviews of bagsmart.com

Good product, great customer service which responds quickly and resolves issues. Delivery times can be improved upon for a quicker delivery or have paid options for quicker delivery.

I am updating my review to four stars. The company reached out to me and is sending me a new piece of luggage to replace the malfunctioning one. I greatly appreciate that. I left one star off due to the first piece of luggage breaking after two uses. I have made several purchases from Bagsmart over the years and have generally been happy with both the products and the overall experience...until my most recent and most expensive purchase. My husband and I purchased two of their trunk-style luggage pieces for an international trip. The night before we left, I packed my suitcase and used the built-in TSA lock. I had successfully used it once before without issue. Unfortunately, this time the lock jammed completely and would not release. We tried everything we could find to troubleshoot the issue, including resetting the lock and following online instructions, but nothing worked. In the end, we had no choice but to break the lock in order to access the suitcase. I understand that defects can happen with any product, and my frustration is less about the malfunction itself and more about how Bagsmart has handled the situation afterward. Their website advertises a product warranty, so I reached out for assistance. Initially, customer service was somewhat responsive, though each email exchange required additional information and documentation from me. I provided everything requested multiple times over the past two weeks. Since then, communication has completely stopped, and I have not received a single response to my follow-up emails. Considering these luggage pieces cost approximately $300 each and were used only once, this experience has been extremely disappointing. Based on both the product failure and the lack of customer support, I can no longer recommend the company or its products.

Once my order was placed, I realized it was not being shipped to the right address, but coming to me. I frantically tried getting it corrected, but was unsuccessful. In another attempt I finally got a customer service email and had immediate response from Alicia and then Ritz. They successfully resolved the issue and were more than kind!

I contacted them because I could not find the button to reset my TSA code. It took a few emails that would have helped except that the model I have was discontinued. I eventually found the way to do it and they did clarify some aspects in my search but basically I figured it out myself. I do give them 4 stars because they were very responsive to my questions.

The products I received from Bagsmart are wonderful. I had accidentally ordered a duplicate bag and needed to return it. The customer service is responsive when I had problems with my order and a return. Please note to all customers that you MUST provide Bagsmart with the tracking number of your return when you send it to them. The fact that I did not delayed them locating my return, but eventually they found it and I got my refund. I appreciated their attention and consideration in my case. Again... I love the duffle, toilet kit and packing cubes that I ordered for my trip to the Caribbean.

The low marks relates to the customer service. On checking the tracking, it showed 'hand over failed to overweight package ' at the airport in China! A concern. On contacting customer service as I hadn't received the bag. They told me, to my dismay, it had been delivered and to check with neighbours. I sent email after email, with screen shots of THEIR OWN TRACKING. showing it never left China. Some idiot, kept sending me a screen shot of the bag being delivered to a 2nd floor warehouse....obviously, not my address. Clearly, it had been returned to the supplier because they hadn't paid enough for the package to be sent. They must have sent the screenshot 6 to 8 times, brain cells obviously not necessarily to work for customer service here. Eventually, another email came saying a replacement had been sent and would I like to do a survey on how good and clever they were....uh, NO. Bag eventually turned up, too late as I'd been and come back from my trip but cannot face the time or anguish of contacting anyone from Customer Service to arrange a refund. Retraining of staff an absolute must. It really does amaze me how some people are employed, I certainly wouldn't give them a job This is an update. After reading my disappointment with the service, customer service contacted me and offered me a 50% refund for my inconvenience. This has now changed my marking as the bag, which is good, was not the issue

Bag has eventually (several weeks) arrived and thankfully I like it so I have amended my review. Just be aware that they ship directly from China. The web domain is a bit misleading. In my experience things coming direct from China are impossible to return despite the policy ‘return fee paid by customer’

Ordered 2 x Blast Quick Access Carry On Travel Backpack. One black and one beige. Bags arrived to NSW central coast within 5 days (including weekend). We haven’t used the bags yet but quality is as expected with comfortable straps, no complaints!