BagsmartBAGSMART Making Carry Smarter! Explore our selection of various travel accessories, from hanging toiletry bag, laptop backpack, to duffel & more. Pack Smart with BAGSMART
Bagsmart (bagsmart.com) has 336 customer reviews on Five Star Index, with an average rating of 2.8 out of 5.
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Cliff L.
If you want your order within 3-7 days then maybe order elsewhere. It took my order nearly 3 weeks to arrive. That said, the bag is actually very good quality and looks good. If you don’t mind the wait period then I’d definitely recommend.
Lulu P.
Update 2: Bad experience until the end. I don’t know what kind of shipping company they associate with but the delivery person threw the package over my gate and faked my signature for their proof of delivery photos. The bag has some small defects on the front, but it’s not a horrible bag, just the general experience felt like I was deceived. Their website makes it seem like it would ship from the US and that it would ship fast. It didn’t, it took almost an entire month. I was partially refunded but in the end I wish I had never ordered from this website. Update: it’s been almost 20 days since my purchase and according to the tracking number the bag hasn’t even left China. Took almost a week and my order hadn’t been shipped even though they charge a lot for shipping, as soon as I wrote an email asking to cancel my order and refund, I received the notification that they shipped it so seems like now I’m stuck with the product. Ships from China so it’s probably going to take too long to arrive if it even does. I wish I had read the reviews in here before purchasing.
Response from BagsmartDec 11, 2025
Dear Customer, Thank you for taking the time to share your honest feedback, and please accept our sincerest apologies for the deeply frustrating experience you described. We are truly sorry to hear about the issues with delivery and the condition of your bag. This is absolutely not the level of service we aim to provide, and we appreciate you bringing these serious matters to our attention. Regarding Shipping & Delivery: We are genuinely concerned to hear about the conduct of the delivery driver. Please know that this is not acceptable, and we will immediately escalate this incident with our shipping partner to investigate and ensure it does not happen again. While many US orders are fulfilled domestically for faster delivery, some specialty items may ship directly from our overseas quality-control centers to ensure you receive a carefully checked product. We acknowledge that our website should communicate this potential timeline more clearly, and we will urgently review and update this information to set accurate expectations. Regarding the Product & Refund: We sincerely apologize that the bag did not meet your expectations. Please feel free to contact us at your convenience, and we will promptly address any product quality concerns for you. Your satisfaction remains our top priority. Your feedback is invaluable in helping us improve. We are taking your comments about the shipping communication and partner accountability very seriously. We sincerely hope to have another opportunity to restore your faith in our brand.
Renae J.
We have not received our order and the tracking number does not work. Online support is AI and does not answer questions. I don't think this is a legit site. Be wary
Response from BagsmartNov 26, 2025
We are very sorry to see your feedback and completely understand your frustration. Please accept our sincerest apologies for the experience you've had with your undelivered order and the lack of support. We assure you that Bagsmart is a legitimate company, and we are here to help resolve this for you immediately. To investigate this urgently, please send an email to [email protected] with your order number and "Trustpilot Tracking Issue" in the subject line. This will ensure your case is prioritized and handled directly by our live customer service team, who will provide a clear solution. Thank you for bringing this to our attention. We are committed to fixing this for you.
DoThé
Commande passée avec une erreur de coloris. Mail aussitôt envoyé après achat car évidemment on ne peut annuler la commande. Retour de réponse m’indiquant qu’il était impossible d’annuler commande car celle ci était expédiée. Alors que j ai fait la demande d’annulation aussitôt après l’avoir passé et n’ai reçu le mail indiquant l’expédition que 72h après. Ils semblent ce dédouaner avec des conditions abusives et des conditions de frais de retour abusives également. Ne commandez pas sur le site que cela soit la version sois disant Europe que Internationale. C’est du Scam. Ils vous diront ici de les contacter en cas de souci mais ne répondent pas et laissent traîner.
Response from BagsmartNov 26, 2025
Thank you for bringing this to our attention. We sincerely apologize for the frustration caused by our cancellation process and any subsequent communication delays. Your feedback is invaluable. We have processed a full refund for your order on November 25th. Please consider the original shipment, if it arrives, as a complimentary gift from us. There is no need to return it. We are taking your comments seriously to improve our service and policies. We hope to have the opportunity to provide you with a better experience in the future.
Calli R.
I am trying to ship a luggage set as a Christmas present for my son to my daughter-in-law, so I have different shipping/billing addresses but my credit card is active and in good standing. I don't understand why this keeps happening! I make frequent online purchases and have never had this experience. I have tried to place orders with this company twice! Both times I received immediate cancellation: Order #BS----- was canceled because of unforeseen circumstances and your payment has not yet been refunded. This has happened TWICE!! I attempted the purchase on 11/19 and received the same response: Your order has been canceled Order #BS------ was canceled because of unforeseen circumstances and your payment has not yet been refunded. The first time I contacted support, I got bot-generated response that DID NOT address the problem. It just offered useless links to items such as "Can I cancel my order?" It took several times of me responding to the support team to get a half-baked explanation: Our automated system flagged your order for cancellation due to detected unusual activity. This is a standard security measure to protect our customers ... We apologize for any inconvenience this may have caused. If you would still like to purchase the items, please feel free to place a new order. For further assistance, you may contact your bank to inquire about the refund status or reply directly to this email. I could see this once, but twice? I have yet to receive a response to my second request for support.
Response from BagsmartNov 24, 2025
Dear Customer, Thank you for bringing this deeply frustrating experience to our attention on Trustpilot. We are truly sorry for the significant inconvenience and confusion caused by the repeated cancellation of your orders. We understand how upsetting this must be, especially as you were trying to send a Christmas gift to your family. The automated cancellations and the initial ineffective support response you received are not the standard we wish to provide, and we sincerely apologize for the clear breakdown in our process. Our customer service team has already prioritized your case and is working to resolve this for you. A member of our team will contact you directly via email within the next 24 hours to: Personally investigate why this occurred twice. Provide a clear explanation of what happened. Help you successfully complete your purchase with the different shipping and billing addresses. Assist in expediting the refunds for both canceled orders and confirm the timeline. We are also reviewing our internal procedures to prevent similar issues in the future. We truly appreciate your patience and the opportunity to make this right.
Padraic
They constantly send me spam emails. It's really annoying. I've tried unsubscribing but it doesn't work.
Response from BagsmartNov 24, 2025
Thank you for bringing this to our attention, and we sincerely apologize for the frustration our emails have caused. We understand how annoying this must be, especially since you've already tried unsubscribing. To resolve this promptly, we suggest the following steps: Click the "Unsubscribe" link at the bottom of one of our recent emails. This should stop the emails immediately, but please allow a short time for the system to update. If the issue persists, kindly contact our support team directly at [email protected]. Provide them with the email address receiving these messages, and they will manually remove you from our list and ensure the issue is fully resolved. We truly value your feedback and are continuously working to improve our communication system. Again, we’re sorry for the inconvenience, and we hope to have this sorted for you as soon as possible.
Amina
What a terrible experience! I'm trying to return unused, unopened bags but I just keep getting instant bot replies with my own message back to me from customer service. The first email asked me for more "detailed" photos... um? I sent a bunch of photos and my photos can be zoomed in to the tiny details, which even THEIR OWN WEBSITE DOESN'T PROVIDE. This site needs to be known as a scam website. Edit: Even though they've replied to me below, and I have tried reaching out to them many more times, I still get bot responses constantly. Worst company ever. AVOID THIS COMPANY.
Response from BagsmartNov 21, 2025
Dear Customer, Please accept our deepest and most sincere apologies. The experience you have described—receiving only automated replies and unclear requests for photos for an unused item—is completely unacceptable. This is not the standard of service we aim to provide, and we understand completely why you are so frustrated. We have flagged your case as a high-priority issue and are investigating why our system failed you in this way. To resolve this for you immediately, please contact us directly through one of the following channels, and we will personally oversee your return, waiving any unnecessary steps: Email us directly at [[email protected]] with the subject line "Trustpilot Return". Upon receiving your details, we will immediately provide a return address and process a full refund for your unused items. Thank you for bringing this to our attention. We are taking this feedback very seriously to ensure it does not happen again.
Isabella B.
I have tried to contact Bag Smart over 5 times now regarding a return. The items still have tags attached and have all packing intact. Every time I send an email, I get a bot response instantly that just copies what I have written to them. I am not happy and would recommend that you purchase bags elsewhere. They guarantee refunds on unused products in perfect condition. Seems like a scam to me.
Response from BagsmartNov 18, 2025
Dear Customer, We are truly sorry to hear about the extremely frustrating experience you've had with our return process. Please accept our sincerest apologies for the automated and unhelpful responses you received; this is certainly not the level of service we aim to provide. Thank you for bringing this to our attention through this channel. We take your feedback very seriously. To ensure your issue is resolved immediately, could you please forward your return request directly to [email protected] with the email subject line: "Trustpilot Return - Priority Assistance"? We have already alerted our dedicated support team to prioritize all emails with this subject line. They will personally oversee your case and ensure your return and refund are processed promptly. We value your business and hope for an opportunity to make this right. Sincerely, The BAGSMART Team
