BAGSMART 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.
Also known as
bagsmart.com
Website
bagsmart.com
Category
Accessories
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 50% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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Purchased a bag in July, used it once and immediately got a rip in one of the seams.
Over the past three weeks I’ve emailed a few times and also reached out over Instagram messenger and I’ve received no response whatsoever. I have sent in photos, receipts and nothing.
It’s very shady how you cannot contact them by phone. I’m not sure what my next recourse is but very disappointing for a very expensive bag.
Response from BagsmartSep 17, 2026
Dear Sean,
We sincerely apologize for the lack of response and the frustration this experience has caused you.
Could you kindly send us your order details and any previous correspondence at [email protected]? We would like to investigate your case further and work with you directly to provide a suitable resolution for the damaged item.
Thank you for bringing this to our attention. We truly appreciate the opportunity to look into this for you.
Kind regards,
Athena
Bagsmart Customer Service Team
CH
Chien
Ordered Blast Pro and packing cubes on…
Ordered Blast Pro and packing cubes on Sept. 5th 2026. I still haven’t received it. It’s now the 21st. I wrote a email to service and two different people helped me. First Kate saying my shipping address is incorrect. But when I asked about what they have it as. It was correct. Alicia picked up the email and haven’t heard anything when asked about it. My wife posted about the issue and Athena said to include the review that was written on Trust Pilot to get someone on it right away. Still waiting. I would not purchase from the company website (Bagsmart). I would go through 3rd party if you want Bagsmart products. After multiple attempt to get the product, I’ve decided to cancel my order and still no response on cancellation. This has been one of my worst experiences with customer service like others who complained about customer support. If I could I would give zero stars.
Response from BagsmartSep 16, 2026
Dear Chien,
Thank you for your patience and for the effort you have made to follow up with us. We sincerely apologize for the delays and frustration you and your wife have experienced.
We would like to let you know that we have already responded to your wife via email earlier, and we are currently waiting for her confirmation so we can proceed with the next steps and assist you further.
Regarding purchases made through third-party retailers or platforms, we would also like to clarify that any after-sales inquiries, order concerns, or support requests must be handled directly by the third-party seller where the purchase was made. As the order was not placed directly through our official website, we are unable to manage or take responsibility for the third party’s order processing, shipping, or after-sales service.
We understand how frustrating this situation has been, and we sincerely apologize again for the inconvenience. We hope to resolve your current concern as soon as we receive your wife’s confirmation.
Kind regards,
Athena
Bagsmart Customer Service Team
JO
Jay O.
Good communication
The customer service was great. Very quick with information + response.
Response from BagsmartSep 16, 2026
Dear Jay,
We sincerely apologize for the extended delay and the frustration caused by the lack of timely updates regarding your shipment.
We have also reached out to you directly via email from [email protected] so we can assist you further. Kindly check your inbox, as well as your spam or junk folder, for our message.
A dedicated agent is available to work with you one-on-one and help address your concerns and find a suitable resolution.
We truly appreciate your patience and sincerely apologize again for the inconvenience you experienced.
Kind regards,
Athena
Bagsmart Customer Service Team
BE
Benjamin E.
Delivery has gone rogue
Delivery has gone rogue. For some reason, despite being given the correct address they have managed to ship this across to the other side of the country. Had been ordered for a trip in a couple days time and in plenty of time for that and paid for the worry free delivery but that seems to have been a further waste of money! I have tried to contact them and will update this if they respond and they can somehow get it to us by Wednesday but given the other reviews it seems they will have no interest in doing that so they can add another 1 star review to their enormous collection.
Response from BagsmartSep 15, 2026
Dear Benjamin,
We sincerely apologize for the frustration and inconvenience caused by the delivery issue, especially as you ordered the bag in time for your upcoming trip.
We understand how disappointing it is to see your package sent to the wrong location despite providing the correct shipping address, particularly after purchasing Worry-Free Delivery.
We would like the opportunity to investigate this and make things right. Please contact us at [email protected] and include a copy or screenshot of this Trustpilot review. A dedicated agent will assist you one-on-one and work with you to find a suitable resolution.
We sincerely apologize again and appreciate the opportunity to resolve this for you.
Kind regards,
Athena
Bagsmart Customer Service Team
ZC
Zarinna C.
Awful at fulfilling orders—which is…
Update 9/20 -
Continued disappointment with Bagsmart’s customer service. After Bagsmart responded to my initial review and directed us to contact customer service, my husband followed up and referenced our Trustpilot feedback, hoping the issue would finally receive proper attention. Unfortunately, the response time has become even slower—when he receives a response at all. He has repeatedly had to send follow-up emails just to get a status update or acknowledge receipt of his email.
Although he was eventually told that the order would ship with delivery expected within two to seven business days, Bagsmart made no effort to expedite it despite the lengthy delay. With his trip now only a few weeks away and no confidence that the order will arrive on time, he has no choice but to cancel the order.
A good product means little if customers cannot rely on the company to fulfill orders or communicate consistently. We ordered the product with sufficient amount of time before our trip. Bagsmart had another opportunity to resolve this issue and restore our confidence, but instead, the experience became even more frustrating. My husband was looking forward to using his backpack for the trip.
ORIGINAL POST******************
Awful at fulfilling orders—which is especially unfortunate because the backpacks themselves are actually very good. I purchased mine through a distributor and had no issues.
My husband ordered a bag directly from the company’s website on September 5. He was told that the order would take one to two business days to process, followed by two to seven business days for shipping. As of September 12, the order still had not been processed or shipped. For comparison, I ordered luggage from another company on September 7 and received it on September 12.
When my husband contacted customer service, he was told there was a problem with the address. With today’s technology, an address issue should have been identified during checkout or communicated promptly—not discovered only after the customer followed up.
A good product does not make up for poor order fulfillment and a lack of proactive communication. Based on this experience, I cannot recommend ordering directly from the company’s website.
Response from BagsmartSep 14, 2026
Dear Zarinna,
We sincerely apologize for the frustration and inconvenience you experienced with your order and the lack of proactive communication regarding the address issue.
We would truly like the opportunity to make this right for you. If you have a moment, please contact us at [email protected] and a dedicated agent will assist you one-on-one to review your case and work toward a suitable resolution. Please incluide your trustpilot review so we can recognize you right away.
Thank you for bringing this to our attention, and we hope to have the opportunity to improve your experience with us.
Kind regards,
Athena
Bagsmart Customer Service Team
CH
Christina
Avoid this company
Order has been marked as delivered to the wrong address in a different country. No easy way to contact customer support or report this issue.
Response from BagsmartSep 11, 2026
Hi Christina,
We sincerely apologize for the inconvenience and concern caused by the delivery issue.
We would like to investigate your order further so we can provide you with a clear explanation and a suitable resolution. If you have a moment, please contact us at [email protected] and include a copy or link to this review so our team can locate your case and assist you directly.
We sincerely apologize again and hope to have the opportunity to resolve this for you.
Kind regards,
Athena
Bagsmart Customer Service Team
AG
André G.
BAGSMART Is Trustworthy and Cares About Its Customers
My experience with BAGSMART started with some difficulties: my backpack did not arrive before I had to return to Brazil. However, the BAGSMART support team took the time to understand my situation and treated me with genuine care and kindness. They showed empathy and offered a solution that went beyond what I expected.
It’s a shame I can’t buy BAGSMART products directly in Brazil yet. Once my Blast Pro 43L Roller Backpack reaches me, I’ll update this review with my thoughts on its quality. For now, I’m very grateful to the team for how well they have looked after me.
Response from BagsmartSep 11, 2026
Hi André,
We sincerely apologize for the frustration and disappointment you have experienced with your order, especially given your upcoming departure date and the time and effort you have already spent following up with us.
Unfortunately, we experienced a system issue last week that affected your order and caused the shipment to be delayed. We completely understand that this is not the experience you expected.
We have also reached out to you directly via [email protected] so we can work with you directly and do our best to turn this experience around and assist with your order as quickly as possible.
We truly appreciate your patience and understanding, and we hope to have the opportunity to resolve this for you.
Kind regards,
Athena
Bagsmart Customer Service Team
LE
Lee
No product arrived. No reply from customer services
I have tried contacting the company a few times to find out what happened to my order that is meant to come in 7 days and the tracking still shows it only as confirmed. I have had no reply from any contact I tried to make.
I’m so frustrated because these are not cheap products and I bought it to save myself from some really horrible back pain I’m experiencing from carrying heavy items in work. I expected to have a solution by now. Now I just want a refund so I can use the money to buy a product that will actually arrive. Terrible customer service.
Response from BagsmartSep 10, 2026
Dear Lee,
We sincerely apologize for the frustration and inconvenience caused by the delay and the lack of response from our customer service team. We understand how disappointing this experience must be, especially when you purchased the products to help with your work needs.
We would like the opportunity to make this right for you. If you have a moment, kindly send us an email at [email protected] and include your Trustpilot review or a reference to this concern.
A dedicated agent will assist you personally and work with you to provide a suitable solution regarding your order.
We sincerely apologize again for the inconvenience and appreciate you giving us the opportunity to assist.
Kind regards,
Athena
Bagsmart Customer Service Team
