"I don't know why all the negative reviews! Thank goodness I didn't go by them. I ordered my suitcase on Sunday, it arrived on Tuesday and I did not pay shipping. I was worried when I saw it hadn't shipped on Monday but it shipped after midnight and it arrived via UPS on Tuesday as promised. Beautiful suitcase (American Tourister, Disney hard back suitcase). Arrived intact, in perfect condition and I love it. I'll definitely use ebags again."
"Purchased the Samsonite underseater for a recent trip. The bag did not fit under the seat on my Alaska flight. The luggage was way too big for any seat except first class session. I called the next day to return item and they rejected the return because it was now a used item. They expected the customer to research the dimensions on aircraft for their restrictions. So if you are reading that phrase "customer satisfaction" it does not exist with Ebags.
They do not stand by their products and use false advertising to make the sale. That said please beware of such an unethical company. I also found it difficult to write a review on their website possibly to block all the other negative responses."
"I saw this site advertised on social media and needed a new rolling briefcase, so I figured I would check it out. When I went onto the site I was offered a 25% off coupon and free shipping over $49. The bag I found was $94.99. I tried to process the order several times but the coupon code they gave me would not work. I used the chat available on the site and was advised to clear my cookies, etc. and try again. It still didn't work even using a different browser. I gave up and tried again this morning. Ironically the item in my cart (at the same price keep in mind) was now labeled "Steal of the Day" and that additional discounts would not be given. I again went onto the chat and was dealing with a Max who's final answer was to me was to "visit the site in a timely manner" No thanks, I will not be visiting the site or purchasing from it ever."
"I had previously ordered from ebags, several matching bags for a team. This was the third year in a row. Ordered one bag in addition to the team bags (to save on shipping), the one bag arrived, never received the other. Contacted the company to let them know they never arrived, was told the weight of the box shipped meant the bags had to have been in the same box. The box had only one bag and would never have fit the others. Contacted them again, they said a manager would call, asked for a time window. Didn't call during that time, called late at night when there was no chance I would answer, then told me they had called and I didn't answer. After going back and forth for a month (luckily I had ordered the bags early enough to get replacements elsewhere), they finally said they would be issuing a refund. Low and behold, the refund came, but not for the full amount!
Cannot believe what a nightmare this situation has been. Had previously had good dealings with them, but would now tell anyone who thinks about, DO NOT ORDER FROM EBAGS!"
"Ordered an American Tourister Lock 'n Spin carry on , estimated delivery date April 19 on April 14. Three days after ordering the item was still in warehouse. Reading some reviews got me extremely worried . I needed the item to be delivered before April 21st, so I contacted eBags. Chatted online with Dominic . Dominic said he sent me an email with password, but email never arrived. Promised to email me later that day to tell me if the item had left the warehouse after I told him I would cancel the order if it was still in warehouse the next day. Never received an email. I opened another chat late that day and again, had online conversation with Dominic. Dominic told me he had been in contact with the warehouse and the item had been picked up for delivery. However, status still showed item to be in warehouse. Next morning, status DID show item was picked up by UPS. Delivery was on April 20th, one day after estimated delivery date. Item was delivered in a flimsy box and had a slight dent, but something that will probably just correct itself as this is a hard shell plastic item. Happy I got the item on time, but wonder about this business honesty. "
"I ordered a suitcase with an expected delivery of 5 days.
I checked with customer service by chat on the arrival date and they said the warehouse would get back to me by email within 24 hours. Nothing. I contacted them by chat the next day and they said the warehouse was contacting the supplier and they’d contact me soon because they needed the bag.
Nothing for three days.
I called the company and a very cold customer service person told me that my order had been cancelled as it was out of stock.
No apology, no offer of a discount and asssurance of shipping on another bag, as I needed one within a week for travel and no email! I would have accepted another but they clearly didn’t want my business. I was shocked and forced to go out shopping stores today "
"Handle on my bag broke. Called Warrenty Dept. was told to e-mail pictures of the damage,did so, heard nothing. Called re stays,was told pictures not received. After further checking pictures found. Heard nothing. Called re status, again pictures could not be found. Again after further search pictures again found. Was told the bag needed to be sent back to company for either repair or replacement. Company sent me a return postage paid mailing label, returned bag. Heard nothing. Called for status. No record of the bag having been returned. Gave them theUPS tracking number showing the bag was delivered to the company. Service rep asked why I returned the bag to Denver. Replied that I sent it to the address on the label they sent me. Was told they don’t know if the bag can be repaired or not ,have nothing further. I give up, they win am going out to buy a new piece of luggage that is not made by E-bags. MY advice DON’T BUY E-BAGS"
"It is not customer's fault that the company needs to break down orders in multiple shipments (learn from amazon how to do the right thing!). It is ridiculous that return shipping fee applies to *each* item being returned, not the order if ebags want them to be shipped to different addresses. My return shipping fees almost equal the cost of merchandise. I used ebags in the past and never ran into problems. Never again. "
" Ordered three-piece luggage set, it came damaged. Called eBags, customer service was exceptional, sent back with a replacement after convinced that our concerns about quality of our original purchase, ensuring that if we did not like it after our first use it would be no problem to replace or refund .
A few weeks later, our first use with suitcases… Two zippers broke, and emblems off, look like crap.
Call eBags… We’re told we need to contact the manufacturer, that they handled everything.
Another call… After being on hold again… Manufacturer said that they would be happy to forward a warranty claim to us, we could fill out, provide pictures, send back to them, and request a replacement. All effort is put on us as a consumer… After one use!
Now… Keeping in mind we have used one time and it is junk, manufacturer said they would replace with the same product if that was available as part of the warranty. "
"I ordered an item on March 3. They said I would receive it on March 9. On March 6, they said they didn't actually have the item and refunded my money. There is no excuse for poor inventory control in this day and age. And why did it take them 3 days to figure out they didn't have it? My daughter really wanted that luggage for her trip, and I lost 3 days in the search for the luggage. I ended up ordering from the manufacturer of the luggage for cheaper than ebags had originally charged me."
"Ebags offers a 25% off order code after signing up for emails. Alternatively offer 20% off order at welcome page. Exclusions for both lists over 150 brands and any addition promos like free shipping and numerous others. I'd challenge someone to find a single item these codes work for."
"My wife bought a pack for me for Christmas in late November. The stitching came apart the first time I used it in January. I called customer service, but they will offer no help after 30 days. I tried escalating to a manager but received the same message. Shoddy products, that they don't stand behind. I will never buy from them again and will let others know about the way they run their business."
"Cant speak to the product as I will be returning everything due to incredibly rude customer service person (Brandon). If customer service can’t handle a basic return with out cutting off a customer and then berating them , I’d hate to see how they treat a customer when an actual issue presents. Too many companies that offer travel accessories who treat their customers with courtesy. Side note, I requested to speak with a manage, and was told there wasn’t one?!
Update: received call from manager who apologized for the poor treatment given by the customer service rep, and gave a full credit while allowing me to keep one item. Haven't tried it yet, but really impressed with the manager."
"We've used and thoroughly enjoyed our eBags laptop backpack bag for nearly a year before we realized there was a minor flaw on one zipper. We sent pictures to eBags to ask whether they thought there could be an issue later. They took the most amazing care of us !!!
Love eBags !"
"I ordered a Christmas gift and opted for express 2 day shipping. Ebags said “GET GIFT BEFORE CHRISTMAS SHIPPING” well after taking three days to process my order alone I recieved the expected arrival of December 26th at the earliest. DO NOT WASTE YOUR TIME OR MONEY ON THIS SHAM OF A WEBSITE"