eBagsReviews of ebags.com

Terrible customer service. I placed an order and website said I would be receiving an email confirming order. I hadn't received an email five hours later so I thought there had been a glitch in the ordering system. Went back on to website and placed order again, this time getting confirmation within a few minutes. When order came there were two packages delivered at the same time with two different order numbers. When contacting ebags they refused to acknowledge that there had been a mistake on their part. I could return one item but they were charging double the original shipping price to send it back, leaving virtually no refund. In short stay away from ebags!!!

Terrible, terrible customer service. I should have read their return policy BEFORE buying: if you're dissatisfied with the product, you can return "any unused merchandise". How can I be dissatisfied before I use the product? On our first trip, the bag arrived with a large tear. We were dissatisfied. After use, you have to take up a claim with the manufacturer; eBags would not stand behind the product they just sold, and wouldn't take up our cause with the manufacturer. The manufacturer has been equally uncooperative, clearly indicating the damage was caused not by poor workmanship, but by the airline, and we should complain to the airline. READ THEIR RETURN POLICY; IF YOU BOUGHT IT, YOU OWN IT, AND WILL NOT BE ABLE TO RETURN IT, UNLESS YOU HAVEN'T USED IT. NEVER, NEVER WILL WE BUY FROM EBAGS AGAIN.

In all of my 50 years, I have never been lied to so many times by anyone! And this is my first experience with eBags. My order was supposed to arrive on 1/3. It never came. I called and emailed on 1/3,no response. 7:00 am on 1/4 I was told there was no way to track it, call back. At 11:00 I called, was told that they would “escalate it”. I asked for a new one to be Fedexed, so I could have it no later than Friday. (1/5) They said I would have it by Friday. No updated tracking, no return calls, no email confirmation, as promised. Friday, ups drives by my house, no delivery. I call again. I am told it is coming. 6;45, no bag, I call again. They say they called the ups driver, he is coming. 8:15, no bag, I call again, I am told a manager will call me back. I call ups. The package was not ever coming on 1/5, the driver was not answering calls, and it was not “overnighted”. Nothing I had been promised had happened. All lies. No manager call back.

Worst customer support ever. I inadvertently ordered the wrong product and wanted to return it it. I already reordered and received the the correct product. Online support unwilling or unable to help with a return label. Phone support tech Brandon straight up bit my head off as I was trying to explain the return situation. Can’t comment on the products as I havent tried them. All will be returned as there are plenty of other travel accessories that are available to purchase from companies that treat their customers respectfully.

They sold me a golf bag on ebay only to reply a few days later that they no longer had any in stock. Days later they were still selling the same bag on ebay as well as their own website. In my case those delays meant a Christmas present didn't happen. Their reaction? - They sent my money back and told me to visit their website later. Me? - I'll never deal knowingly with such poor customer service ever again.

I purchased Pack-it-Flat Toiletry Kit on 12/11 and received an email that the item was delivered on 12/13 which I never received. I wrote back to customer care that the item was not delivered, they came back asking me to look around the apartment premise. I responded back that the package was not found anywhere and since then they stopped responding to my emails. They don't pick the calls to resolve your concerns, I was on hold for more than 15 minutes but no response. They are a fraud company. Don't buy from them. Ashwin

Horrific customer service. Ordered an Osprey 46 Porter backpack as well as some eBags packing cubes and set of 2 sleeping masks. Backpack unavailable in the UK and difficult to get shipped from other US vendors, so eBags seemed like the perfect solution, easy to use as a UK resident. Spent over $150 to get free shipping to the UK as clearly advertised on their site, also found a 30% code and saved a load of money - so far, everything splendid. The shipping time quoted was 7-17 days, not ridiculous for international shipping and I was happy to wait. Firstly, no confirmation email received, so got onto the customer service team via the online chat tool and found out they had sent the confirmation email to my email address on paypal (not the one i use), no biggie they changed the email address on the order and promised to resend it. A few days later, still no sign of the email. After searching my entire inbox, I finally found the shipping notifications in my JUNK folder - slightly concerning in itself that this company is filed as junk. The email also came from 'Borderfree' NOT eBags. Now as far as I can tell, Borderfree is the shipping agent eBags utilise, and they really do like to pass the buck to them. 17 days have come and gone and still no sign of any items. When I check on Order Tracking, the parcels (3 of them for each item, not sure why) have all seemingly been shipped but are yet to clear customs. By eBags own admission, customs should take up to 4 days to clear. According to their tracking system, mine are on day 12. I have now had two entirely fruitless conversations with their laughable "customer service" team. BOTH times, the agent on the other hand has ended the chat, and not from any aggression on my part which would be understandable. I ask straightforward questions and they dodge them entirely. I have been told that the issue has been escalated to the Borderfree team and to kindly wait for an email. As of yet, no such email has arrived. I have asked to speak to a supervisor and told there is no supervisor available. When I asked when a supervisor would be available, the agent copied and pasted the information from the ' contact us' page - yes, really. By this point I am feeling helpless and not at all convinced I will ever receive my packages, which would be gutting as I spent a long time researching the perfect backpack to take on our travels and this seemed like the only way to get it. If I receive my parcels in the next week or so, all exactly as pictured and described, I would forgive a lot of these problems, but the difficulties I have had and the utterly unacceptable customer service would deter me from ever ordering from this company again. Please be aware UK buyers!

Ebags shipped the wrong product and now will charge me to return it. The product is fine but not what I ordered.