eBagsReviews of ebags.com

I ordered a piece of luggage two weeks ago. Ebags charged my card, but I was never sent any email follow up. I contacted them and they had no record of our order, the charge also disappeared off of our account. Now, a week and a half later, and the charge reappeared on my card. It is nearly impossible to get anyone to answer the phone of web chat. When I finally got through on their web chat, they told me to call our bank to dispute the charges......

Have been loyal customer for YEARS. But during that time a few issues arose - long story short, I was given 2 promo codes to use in the future. Tried them yesterday - neither worked. 30 min call via phone and "Jeff" PROMISED one new code would arrive in email in 15 mins and one the next day. (He said a manager needed to give the better "CSR" code.) Neither occurred. Had to write them. Got back a form note explaining how 2 codes can't be used at the same time. I KNOW THAT AND IT HAS NOTHING TO DO WITH MY NOT RECEIVING THE PROMISED WORKING CODES. Frustrating. Spent HOURS detailing reasons for codes and what occurred - I've since deleted old codes based on REASSURANCE of getting new ones. I thought I might still have in my computer, but need to shut off computer in prep for a trip. So I email again, and all I get is a flippant reply asking me again for old codes - rather than simply sending new ones as promised. Uh, why not ask Rep JEFF?? He wrote the codes down, looked them up, realized they were not used by me, and faulty. Yet ebags rather make me jump through hoops for hours rather than honor a promise. Horrific CS. Too bad - they were awesome years ago. PS I see where agent Elexa has commented on other reviews that she takes "notes" of customers' issues so they don't have to rehash when they call back. WHY DIDN'T CS CHECK JEFF'S NOTES INSTEAD OF DEMANDING I JUMP IN CIRCLES? They now say they can't handle my request via email (to send new codes?! why not?!?) But that I should "call and their reps can handle via phone" - uh, NO -- I did that yesterday -- why would I put myself through all that again? Just to be promised "codes will arrive in 15 minutes"? That won't come...:-( (On the off (but still hoped for) chance that cs personnel wishes to do the honorable thing and actually HONOR their promises to me -- please send me the 2 CSR codes that were each promised for 30% off (with no exceptions) & no expiration. They are actually similar to the sale going on this very minute (although I believe today's sale may have some exceptions) and the "no expiration" merely allows me to use as initially intended. Thanks) UPDATE: MANY HOURS/DAYS OF ANGST LATER, BUT AFTER POSTING HERE, I FINALLY RECEIVED A SATISFACTORY RESOLUTION FROM EBAGS. SO WHATEVER REP TOOK CARE OF (FINALLY), THANK YOU. (capitalizing to distinguish update from original post) - I would upgrade the rating to 2 or 3 stars now. I like their products, but really no good excuse why a promised code shouldn't have been sent as promised, or at least the next day when I expressed it was never received. Certainly should not have taking more than half dozen detailed letters, calls, chats, etc. But I'm thankful they finally resolved.

Company will not honor their warranty. I contacted eBags on 9/22/2018 about an an eBags TLS Mother Lode Junior 25" Wheeled Duffel I purchased from Amazon.com. One of the compression straps was not anchored/stitched securely and detached from the bag on my first trip. I sent photos with my original email and was asked to provide my Amazon.com invoice number which I did. Since that last email exchange on 9/24/2018 there has been zero response from eBags despite multiple follow-up attempts. This was a fairly minor issue and I would have been happy simply repaired my bag under their eBags Brand Products Lifetime Warranty against defects in materials and workmanship. Why would I buy another product from a company that does not return emails or honor legitimate warranty claims?

I ordered with Ebags during the Black Friday Weekend Sales for a trip on December 4th - plenty of time in hand. I was given an expected delivery date of 11/28. Once the 28th had come and gone, I was concerned, and spoke to an agent via Chat - who told me that I would absolutely have my item delivered on or before 12/3. Well then, today, to my dismay, I get an email telling my bag has shipped with an expected arrival of 12/7! Now I have to buy alternate luggage, and do so without any of the black friday sales at other stores, because I stupidly trusted EBags to deliver on time. When I spoke with a chat agent today, I asked for expedited shipping to arrive before 12/3, and was told that wasn't possible. As 'compensation' - I was offered $10 in Ebags reward points. And then was told to call the 1-800 number to speak to a manager. I can't believe how bad this experience has been. I've wasted time and money with this bereft company and there is seemingly zero accountability. Very frustrating to say the least.

I placed an order a week ago. It was shown to have shipped on Tuesday. I paid for two day air. eBags email states they will arrive on Wednesday. Wednesday morning UPS states that the items have not shipped and details will follow when they become available. I placed two calls to eBags customer service, which could not be any poorer, and was told they were looking into it. 24 hours later no response to my two calls. UPS still shows "label created" and no additional tracking movement as of Friday. I could not be anymore displeased with the company. I have a cruise that leaves Sunday. Now I will have to spend the day trying to find two pieces of luggage to my specifications. Everywhere I go they don't have the size or two of the same. From the looks of the statistics, eBags has a rating of 51% being 2 stars or less. That's nothing to be proud of. This is a classic case of why brick and mortar businesses won't vanish. Sorry I trusted them. Buying off the internet is not what it use to be. So now when I get back from the cruise I will have to go through the B.S. of returning the items. Just go to your local store and make the purchase. By no means was this a time saver or positive experience.

My beef is not with the quality of the bags. The one I ordered was constructed nicely & very sturdy but I returned it because it was not going to meet my needs. I was refunded promptly so no issues there, either. My beef is with all the emails I continue to receive in spite of my sending an "unsubscribe". If I click on "unsubscribe" again, it simply shows that I am already unsubscribed but the emails continue. I called Customer Service & was instructed to send my complaint to Customer Care Management for resolution. I am still awaiting any kind of reply from them. Hopefully someone will read this and take action. I did see one other complaint about the continuous emails so this is apparently a common complaint.

UPDATE - MY EXPERIENCE WITH EBAGS JUST GOT WORSE. First Review - No. Just no. Just don't order from these people. I paid for a bag a week ago and it hasn't even been shipped yet - no tracking number but listed as delivered. I've inquired twice about it. I am demanding a refund and if it is not forthcoming, I am considering using small claims court. A site like ebags should be able to conduct their business legitimately. UPDATE - I received an email from customer service saying they would process my refund and several hours later, I received an email that my order has shipped. Just stay away from this company. They are horrendous.

Ordered a cyber Monday item to be told the next day they don’t have item in stock. Then was offered a $10 credit. The bag I was ordering was $40 off? There are more reputable sites to get luggage. First and last time I will use Ebags.com. Edit 1. They charged my card. Still no refund on the cancelled order. Edit 2. If the item sold out... ebags.com should not have had on their site that it was still available. When I purchase something online I expect to get what I am paying for and if not an immediate refund should be issued.