"I am traveling in two days and noticed that the bags are an irregular size and now will have to send it back. I am leaving on extended trip and the extra cost for irregulars is absurd. So disgusted with customer service. DON'T BUY ANY PRODUCTS FROM COMPANY. I hate what they've done. They should have that IT luggage is an irregular size and not accepted by all airlines.

CUSTOMER SERVICE DISMISSIVE AND NOT APPROPRIATE, NO RESOLUTIONS AND ALMOST LAUGING ON OTHER END WHEN EXPLAINING COMPLAINT AND ASKING FOR HELP"

"After returning from a 2 week vacation in Thailand, we discovered that one of our 2 new 30 inch hybrid Spinner eBags (their own brand and that is the notable issue) had lost a side handle and another had lost the top push button on the extension handle. Both had obviously been broken during our final flight back to NYC.

After a single call, they have replaced the broken handle bag and replaced the complete extension handle assembly, completely free of charge pursuant to their lifetime warranty! Yes, I have some concerns as to why they did not hold up under typical travel circumstances, but I have to report that they are honoring their warranty without any hesitation.

To me, that is true test of a company and their customer service. "

"I bought a great bag and found it for 35% cheaper the next day. Although they did honor the 110% price guarantee, it was extra time and hassle for me. I bought the bag on a Saturday afternoon. It finally shipped on the following Tuesday, and so slowly that the gap from order to arrival is 13 days! Yikes."

"Planning a trip overseas so i go to ebags.com to order our luggage set with a guarantee delivery date of 7/8/2016 (have it in my email on order confirmation as well). On 7/7/2016 i receive an email that it shipped with a NEW delivery date of 7/11/2016.
Immediately call C/S to see what i can do, someone with a RUDE attitude answers and is not event sympathetic to the issue at hand that i wont have luggage for my planned vacation. Is constantly rude on the phone and no attempt to help in any way.
Overall a Bait and switch order process with bad c/s..."

"Don't bother to sign up for their emails in exchange for a discount coupon! Good luck getting the coupon to actually reduce the price from what everyone else can buy a bag for online anyway! There is NO benefit to signing up and the phone customer service is terrible! The woman that just answered the phone had to be pretending not to understand my issue - no way a person is that dense. Just playing dumb is the way they avoid getting a customer their actual discount to process. Amazing. I wonder how long they can stay in business with that philosophy! I would pay more to deal with a reputable company! The 'Easy Returns', just means NOT FREE - Bait & Switch!"

"Ebags has always been a place with free return shipping. I used to choose them over other websites (even if another website was a little cheaper sometimes) because with them I was able to order without fear. I knew if I didn't like the item, I could just send it back, no risk.

Well, they suddenly changed this policy with no notice. Now they charge 4.95 per item for returns.

For a store that has always offered free return shipping, I feel like they should have called attention to the change at SOME point during the order process.. or maybe they could have sent an email to existing customers telling us about the change. But instead, they seem to have gone out of their way to make it as difficult as possible to become aware of this policy change. The place on the website that used to say "Free returns" now says "Easy returns" in the same font. I did not notice this. I didn't think to check their return policy because I have ordered from them many times before and I thought I already knew the return policy.

The only reason I gave them 2 stars instead of 1 is that customer service waived the fee as a "one time exception" after I emailed them in a panic after realizing that they now charged for returns. I appreciate their willingness to help me. But they made it clear it was a one-time exception, and I'm still upset at how they secretly changed a policy that affects existing customers much more than new customers -- existing customers are less likely to look at the return policy when they have no reason to expect it to have changed.

Now I have no reason to order from ebags over any other web store. If I'm going to be paying return shipping anyway for something that doesn't work out, I might as well order the things from amazon, who are often cheaper anyway. "

"I ordered a Peak Design Slidelite camera strap and a lunch cooler from ebags. I did my research and compared prices on amazon and other website. Ebags and Amazon were the same price but ebags provided a 20% discount plus no tax (CA). Free shipping after $49.

I read the reviews but still took a chance. I ordered 4/26/2016 and got all my items 4/28/2016 in two days! All the items were new, in plastic wrapping, and legit. Ebags sent a ups tracking as well. I was really shocked in how fast the items were delivered and that it was in stock. I guess I was lucky based from all the reviews I read here."

"My husband purchased a Nicole Miller Sophia 30" bag for me from eBags for my birthday. After all their sales and deals the bag was purchased for $278. That same week I saw it on sale at Amazon, Wayfair, and luggagepros for $98! Although the customer service employee was very apologetic and pleasant, eBags would not authorize the 110% refund policy for finding the bag cheaper elsewhere within 10 days of purchase. They advertise this 110% policy but obviously do not honor it. I returned the bag to eBags and it is now coming from Amazon for the $180 savings!!! (Also, the bag was not shipped properly in a very flimsy box that was totally wet and soggy when it arrived!)"

"Kenneth Cole leather backpack my wife gave me for Christmas had a manufacturing defect. One of the shoulder strap adjustment clips was sewn on backwards and would not hold the adjusted length. I called ebags on Saturday the morning after Christmas. Ebags rep immediately authorized a no cost prepaid shipping return and ordered me a replacement by second day air. The new bag shipped on Monday morning and arrived on Wednesday. Customer service doesn't get any better than that. It is a very nice bag for the price, and I will not hesitate to buy from ebags in the future."

"bought a le donne double strapped zippered bag.photo and dimensions shown were for a large bag.received a mini version and no receipt or invoice. bait and switch bonanza. do not order from them.scum company"

"I bought a bag from ebags in May for $31.99 and on my 3rd trip with it last week, it completely fell apart- most of the stitching around the zipper came out. I had to duct tape it to get home.
Despite repeated attempts to contact ebags and Fox Luggage by email and phone, I have not been contacted by them, which makes the supposed warranty completely worthless.
I do not recommend this company or product- my experience shows it to be junk."

"I Always get good service from eBags.

I was on a three week trip, and had two luggage mishaps. First my eBags roll-on bag's retractable handle stopped retracting. I jury-rigged a fix and was able to use it for the rest of the trip. Next my non-eBags checked back had a whole wheel assembly ripped out somewhere between drop-off and pickup. The non-eBags company no longer carries luggage, and has no support or parts available.

I called eBags when I got home and explained the handle problem and they came through immediately. The operator expressed his concern and offered to replace my bag! Since the bag is in good shape I asked for a repair kit. eBags sent the kit in three days, I spent 15 minutes replacing the broken handle (only need a screwdriver) and now have a like-new bag again.

Many companies would require all kinds of proof of the breakage. eBags has a no-questions-asked replacement policy on eBags products, and quick service. Of course I ordered a new checked bag from eBags to replace the one that the airlines destroyed, so if it happens again I will be covered!"

"Subject: Price Match with competitive retailer
Item / Product: Pacsafe Toursafe LS-W Anti-Theft Weekender Bag (Black)

eBags Price: $200.00
Competitor's Price: $49.95 (https://www.corporatetravelsafety.com/catalog/pacsafe-toursafe-ls-w-weekender-bag.html)
Manufacturer's Price: $49.00 (http://www.pacsafe.com/toursafe-ls-w-weekender-bag.html)
eBags Price Match Policy: 110% of the Price Difference

When I placed the order (online, and was on the phone with the eBag's representative, Devin), I was told that the price match would be carried out on the immediate Tuesday (Nov 24 2015 ... since eBags carries out the price matches twice a week, on Tuesdays and Fridays).

Please note that I was charged a total of $200.00 for the said product. Though the order was placed on Saturday (Nov 21 2015), I am yet to see the refund (as of Wednesday, Nov 25 2015) for the price difference (per eBag's price match policy). Hence, I called eBags this morning (Wednesday, Nov 25 2015) when I was told by the CSR, Laura, that it would be processed on Friday, Nov 27 2015.

I am sorry to state that this price match has been delayed beyond a reasonable time (supposed to have been carried out yesterday, Tuesday, Nov 24 2015). Please note that the said purchase was being made as I have been a customer of eBags AND contingent on eBag's price match policy). I hope the concerned personnel at eBags would be responsible enough to address the price match in a reasonable time.

I have been an eBags customer for sometime, when the experience has been acceptable. However, this time, eBags has work to do to improve on their customer service / billing / honoring their price match statement."

"Poor shipping. Poor customer service."

"I was not happy with my experience with ebags. Initially, I ordered a lunchbox for my daughter from Amazon that was sold by ebags. I ordered it in advance of her birthday, so it sat unopened for about 3.5 weeks after I received it. When we opened it, we discovered that a zipper was broken. The item was brand new and had been in its original packaging, unused, for a month. I returned the item in new condition, in its original packaging. Unfortunately, I initiated the return 31 days after the 30-day window for receiving a refund and therefore could not get my money back. (In my experience, many retailers allow for longer than 30 days to return an item, especially if the item was received damaged.) Ebags refused to make an exception, which I was not happy about. Later I found a purse on the site that I could use, although for much more than I would typically pay for a purse. But I had to use the store credit or lose it. I received the item, but there was an issue with it that made it not work for my needs. The photo wasn't clear whether I could fit my cellphone in a zipper pocket, and when I received the purse I discovered that I could not. So I returned the purse. Annoyingly, ebags subtracted about $3 in return shipping fees rather than refund the entire amount, as other online sellers do (e.g., Amazon and Zappos). That seemed pretty chintzy to me for a $50 micropurse. Now my order to replace the original purse is delayed, delayed, delayed, with an expected delivery date of 10 days after I ordered it. At this point it's very unlikely that I will order from ebags again. Stick with retailers with more reasonable return policies!"