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 didnt), 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 representatives 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.
And the WORST customer service experience award goes to: www.ebags.com!
I told the rep I was chatting with online that my $250 order for a couple of travel bags had not changed to reflect the discount in the pictured coupon on their home page. The price should be about $200 after the 20% coupon off the listed price (Which the price they have listed was obviously not what they wanted it to be). He asked me to wait a while then told me to refresh my page.
I thought, ok problem solved... nope! These clowns RAISED the price so that entering the coupon would lower the price to $250 instead of the appropriate $200. WTF? That pissed me off and me laugh at the same time. They changed the list price UP on the website and told me to go look at the new price and see that I'm now getting 20% off the price they had just jacked up.
This is so laughable, I think it's absolutely hysterical that a company of their size would have a manager in charge with enough power to change prices on the fly that prefers to raise a listed price as a solution to their mistake instead of do what they promised.
Here's the relevant conversation with Mathew the "clown":
Matthew: I'm sorry. 20% off is the best deal we are offering at this point of time.
Maher: I put that in and it's the same price as the website. It's like a fake promotion. Get 20% off... so I put it in and the price stays the same. That's a fake promotion
Matthew: You can use the code promotion ESCAPE to avail a 20% discount for your order.
Maher: i did. It's the same price as listed. It stays at 119
Matthew: The current listing price of the item is $149.99. I see the 20% discount has been applied to for the item.
Maher: nevermind. The point is you have a price listed that states it's a so called sale price. Then you give me a 20% promo that's supposed to take an additional 20% off, but it doesn't.
Maher: All that does is basically upset me. Why are you offering BS promotions?
Matthew: I apologize for any inconvenience. The discount will be applied on current listing price. The current listing price of the item is only $149.99. With the discount applied will be $119.99. It will be discount from the listing price.
Matthew: Please let me know if you have any more questions.
Maher: I understand, it's basically a marketing game... it's what we consumers call bait and switch. Here's what I need: I need you to sell me the EXO 24" spinner plus the carry on EXO for a total of $199.66, Then add the 2 day free shipping
Maher: That's what I need to happen in order for you to honor our 20% off coupon that just wasted a LOT of my time on your website
Maher: If I don't get what I think is very reasonable - a 20% discount off the total in the shopping cart - then I'll be unhappy, and make sure I take some time out to write a review about my experience with your company on amazon
Matthew: Please stay online. Let me check on offering you a special discount.
Matthew: Please use the code CSRZGAQCTD in the shopping cart page to avail a 25% off + free shipping for your order.
Maher: That's not good enough - it only gets to 233. The price needs to get to 199.66
Matthew: I'm sorry. It is not possible to offer additional discount. I kindly request you to use the above code to avail a 25 % discount for your order.
Maher: nope - I want the 200 price that you advertise. 20% off mans 20% off - not a bait and switch game
Maher: I'm very unhappy that I've been dealing with this for such a long tme.
Maher: this is an easy deal for your company: honor what you say and offer the 20% discount off the shopping cart price and get the price to $200. Please go ask your manager
Mathew: I kindly request you to clear the browser history and cookies to check for the current listing price of the item. Unfortunately is not possible to offer both the items for $199.66.
Maher: Oh I am soooooo writing a review now! You just totally pissed me off. Your solution to the problem was to go change the price?
Great place to find anything bag or luggage.