eBagsReviews of ebags.com

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!

My husband and I bought new luggage and thought we were getting a very nice three piece set! It was from a three piece of Brio Luggage in Red. I had used the medium luggage to go on a cruise. Well, when my luggage was taken from the driver, one wheel was half off. We did't worry about it but then when we finished the cruise, my luggage came off without a wheel. It was literally ripped off. Now I cannot use this piece of luggage at all. Thought this was a good product and thought they stand behind. Only had 60 days and you can't get a refund. I am so sorry I bought this. Was told by an employee with ebags that it just wasn't there fault. Oh well, I now have to bye new luggage for my trip soon over seas. I will not be buying luggage from eBags again.

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

Really bad service. Bought a bag on Nov 11th, never got any confirmation or order number, checked my account and saw that nothing bad been taken from it so I thought the purchase had not gone through and bought a bag somewhere else. 10 days later I get this e-mail from a 3rd party company saying that the product had been shipped (!). Got in touch with costumer service (David) who was ironic, did not resolve the problem said the purchase could not be cancelled and disconnected me from the chat! Really bad and unfair service, will never buy there again!

I ordered a Oakley Kitchen Sink Back Pack on October 27th 2017. It was pending for several days. On their website it stated to wait 6-7 businees day for the item to process. So with this being said I chatted online with one of the sales representives and he stated I would get an email the next dy with the status. Of course the next day I get email saying that the item i was requesting was out of stock. So i decided to look up the same item on their website to try to reorder it. Yes it climed to be instock. So being suspicious of the situation I decided to call ebags and speak to one of their represenatives to see if the bag was instock. She said let me check. There was 26 bags instock. the only issue is that the bag went up almost $50 from when I originally purchased the bag a week and a half prior. When I explained this to the sales rep she strted to back track and proceed to tell me that the bag is not available and tht the warehouse was closing for 10 days to do inventory and would not be able to ship out any product. This company clearly screwed up with the original pricing and failed to honor the price. Instead they decided to screw over the consumer. I even asked to speak to one of the managers and was told they were all in a sales meeting. i requeste to get a call back and then was told that the manager was on the road all week. I was promised a call and never got it. It is at this point I really believe this company is ran from someones mother basement. Ill never order from this place again.

I purchased a fairly expensive leather bag with a telescopic handle. Within about 4 months the handle got stuck, rendering the bag virtually useless. After contacting customer service, it took them exactly 20 days to respond... I received a reply from one of their "Customer Success Agents" (seriously...) stating that international customer can basically go f** themselves if anything goes wrong with their purchase after a whopping 30 days period. Zero customer support success. What an utter joke. Avoid like the plague!

Purchased approximately $1400 in luggage over last 3 weeks. Order #1 - A. called customer service, long hold (chat unavailable) and let them know I had mistakenly ordered two of the same item. Was told it would be removed from my order. It was not and I was charged. B. Another item was not the same item pictured, and C. zipper did not work on another item. Therefore needed to return 3 of 7 items, each of which was shipped separately (waste) and then I was told I had to package and ship ALL 3 items separately, and pay $4.95 per item (these were small items in the $15 - $50 range. Order #2 - which had already been placed was a $1000 Tumi bag. Arrived with lock preset to something other than the default, no instructions, and eBags couldn't help me (after long holds) open it. I missed a flight trying to unzip my new bag as had given older bags away the day before. Live chat was rude, called and a supervisor told me I should probably take me business elsewhere. I deleted the other four items in my shopping cart, and called Tumi directly to get what I need, and have returned the bag. Terrible experience.

Polite people, no service or followup. Bought a $400 bag that broke on 2nd use after about 45 days. Ebags gave me to the vendor that would not return calls, answer phones or respond to emails. When I went back to ebags (who sold me the bag) I got nothing but the run-around. Thank god that I had paid via PayPal. Filed a PayPal complaint and eventually got my money back from PayPal less shipping charges for the defective bag ($85). A harsh lesson in NEVER using Ebags or buying Lojel luggage