eBagsReviews of ebags.com

Just be aware that if you are in the UK, their customer service is terrible and if you have a problem with the order, from my experience it will not be resolved. I purchased one of their Professional Slim Laptop bags from their online store. It took 3 weeks to arrive and when it did it was missing certain components. I've contacted them 3 times now, including to one of their agents, and in each case the response is "we will get back to you in 48 hours" and then nothing. The last time was over 3 weeks ago, so I'm now going to return and see if I can get my money back. It's a shame as it is a good product, ruined by crappy customer service. From what I've experienced any manufacturing warranty they offer is unlikely to be honoured based on their customer services behaviour, so buy with care! Update: They finally came through with the missing pieces. However it took over 3 months to get it sorted. Their response came a couple of days after my first posting and took a couple of weeks to turn up. The bag is very good, however I stand by my comments re the service .

I have been a long time advocate for ebags- great product, ships fast, and easy experience...all my experience and I have placed many orders over the years...HOWEVER, I had never had a error that required a discussion with customer service. There is only one way- their way. No listening and no help, no making the customer happy, no discussion, no satisfaction, no matter what. Not via chat, not via phone. Just repeat their company line over and over. So, if all is well, all is well. If it isn't, don't bother even trying! Just an exercise in frustration! ;(

I’ll never buy from eBags again, not when there are other online companies with great customer service. I’ve been an eBags customer for 8 years and have been satisfied until today. On Jan 3rd, I ordered two ID cases that were on sale for 20% off (total price just over $40 with taxes). Expected delivery date was Jan 10th. That came and went. I kept checking my order status – no UPS tracking number assigned. Finally, today they emailed me a UPS tracking number. I checked the UPS website to see that the package had been delivered at 1:50 pm. However, it was 12:15 my time. I looked at the shipping progress and saw that the package went to Florida – I live in Colorado. When I called eBags, I was told that they would have to get with UPS and resolve the delivery issue before they could resend me the ID cases for which I had already paid. I asked how long it would take with UPS and was told about 10 days. Then add on one to two weeks for the new order to be delivered and we’re talking February. I told the representative that that was unacceptable. It was not my fault that UPS delivered the package to the wrong place. I asked why they couldn’t immediately resend my order. I was told I would have to pay for a second order, then they would credit my card once the dispute with UPS was resolved. Again, I told her that that was unacceptable. I told her that that was not the way to take care of customers. I’m not at fault, yet I’m being penalized for their or UPS’s mistake. I told her to cancel the order and that I was contacting my credit card company to put in a disputed charge. I also informed her that eBags has now lost a customer. All of a sudden, she dropped off the line and I got an on-line survey. Needless to say, my answers were not positive. We’re not talking about a bag coasting several hundreds of dollars; it was two ID cases for less than $20 each. And for that, they are going to lose a customer.

The company is completely irresponsible. The customer service is basically doesn't exist. The customer service phone line is never picked up by nobody and simply drops off on customers. 2 day shipping took about a month in my case only to learn that they send me the wrong bag. One week of trying to reach somebody online or over the phone resulted in complete ignorance from ebags side. Finally when I was able to request replacement of the bag they promised to send 2 day shipping which turned out to be 10 days shipping to only again learn that they send me a wrong idem second time. I asked to anybody from the management to call me via emails, chats and reps promised that management will get back. Nobody ever got back! Send everything back to them and asked for refund. It took about 10 emails back and force in order to get some type of commitment for refund from ebags but guess what , 1 months later I still have not received my refund. Now I am trying to return about $700 I spent of very expensive items through my bank and credit card protection feature. I also found many customers having similar issues with ebags, looks like its a big fraud! Be very careful! Good price has an actual price of fraud.

i purchased a roller briefcase from ebags. The roller mechanism broke 90 days after purchase. When i contacted ebags regarding a return and refund, they indicated that they only handle returns for up to 30 days following purchase. They gave me the manufacturer contact info and told me to contact them about a possible return. Ebay completely divorces themselves from any responsibility even though i purchased the bag directly from them. i know what will happen with the manufacturer. I will get the run-around and, at best, the opportunity to get another poor quality product from them. Don't purchase anything from ebay unless you are willing to accept that they will not stand behind what they sell to you.

I have been an eBags customer since May 2012. And during that time, I had never had an issue with eBags. I recently moved to a new apartment building on a busy street that does not have a concierge. All deliveries are left in front of the door outside the building or just inside the building in the lobby (despite tenants’ request that packages be left in front of their apartment doors). I placed two orders with eBags for the first time from this address and I never received the orders. The first order was delivered when I was out of town and the second order never arrived. I contacted eBags to report the issue and a representative sent me a replacement order. After trying out the products, I realized I needed a smaller bag and sent both replacement orders back to eBags and ordered a smaller bag from eBags, which I kept and use ’til this day. Instead of refunding my original orders to paypal (the original form of payment) eBags gave me an e-certificate. I contacted eBags to request that the funds be put back into my paypal account instead of e-certificates. The first time I called, the representative told me that it would not be an issue and that I should see the money refunded within 5 business days. A week went by and I contacted eBags again two more times and was given the same response. I waited and then a few weeks later I get an email from Connie Hendrickson (sales rep) saying that the issue has been reported to their legal department and that I will hear back from her within the week. Another month went by without hearing for Connie, so I followed up with her myself. That same day I contacted eBags customer service again to find out why the money still had not been put back into my paypal account. The representative was in the process of applying the credits back to my accounts when she informed me that her supervisor would have to call me back. Later that day, an eBags representative called me and informed that she would return my money back to my paypal account, but that I would not be able to shop at eBags.com anymore. She said she contacted UPS and they told her I said I had received one of the packages. She said due to the conflicting information provided by me and UPS, eBags would no longer do business with me. I took offense to this because 1) UPS never contacted me about the lost eBags packages; 2) she said they told her I received one of the packages (which I didn’t), but even if I did, what about the other three packages; 3) I contacted UPS myself after getting off the phone with the customer service representative inquire about the issue and UPS has no record of any claims made by eBags regarding my orders. It appears to me that the representative convinced herself that I made a false claim to receive free bags and behaved accordingly. The representative was extremely unprofessional. Not once did she ask why I returned the replacement orders. She assumed I was proving false information to her and that I had something to do with the missing packages. This was my first and only issue with eBags.com and to be treated like this after being a loyal customer was disheartening. At their representative’s request, I will no longer be shopping at eBags.com and I will no longer refer my family and friends to the site. I really hope this is an isolated incident and that customers are not treated like thieves when they put in a claim regarding lost orders. Had the representative asked, I would have informed her that delivery theft have been an issue in the area. Some of my neighbors in my building and other buildings on the block have experienced thefts as well. Local law enforcement has received numerous complaints and are actively trying to remedy the situation. ***To add further confusion to the situation, I spoke with a different ebags customer service representative today and he informed me that his supervisor said they will no longer do business with me due to "excessive returns" (a different reason from what I was originally told). I didn't realize two returns were excessive. And why have "free returns" written all over your web page if you frown upon customer returns? One of the reasons I use online shopping is to try new products. If I am deciding between different bags, I order them, keep the one I like and send back the others. Is that not the point? Save yourself time and do business elsewhere. There a more quality sites with better customer service than ebags.com.

For the holidays eBags promotes "free returns" if item were bought basically during the month of December. I bought a variety of items to look at. BIG MISTAKE!! When I went to return my unwanted items I learned I was going to be charged a "nominal" fee of $4.95 PER ITEM. I had ordered 8 items to try and now my "free return" is going to cost me almost $40. This is a total rip-off. I will definitely stay away from eBags now.

I purchased a ladies leather crossbody bag online as a gift. They were very prompt in sending the item out. But when I opened the box a mans leather & canvas BACKPACK was inside. I contacted ebags, at which time their customer service representative was curt and rude. He stated he could only offer 2 day shipping. (This did NOT include the time it would take to have the correct item pulled from the warehouse and prepared for shipping.) He was unwilling to send the correct item overnight so that it would arrive in time for Christmas. His main concern was sending back the wrong item within a 14 day period! There was no consideration for the fact that their company made an error and needed to fix it promptly. I received the perfunctory "apology for the inconvenience". And an offer to "ask the warehouse to seedup the process" (misspelling intentional) But not before I was asked again about sending back the backpack. Ebags must base their sales on new customers trying them out and not on customer satisfaction or returning customers. I can't imagine anyone would try them a second time! Now I have to run out and get a new gift at the last minute. Shopping online with this company is NOT going to make it easier for the holiday season. I was trying to SAVE time not waste it!