eBags

I spent 45 minutes just trying to get an order to go through the website without it erroring out. Finally it said I had placed the order, but I never got an email confirmation or anything, so far. I had to contact support just to see if the order existed. Oh, and the site wouldn't let me create an account either.

Appr. 20 minutes after placing my order, I was told by support that they couldn't cancel or change my order because of their "fast processing". So I bought another smaller bag that I had missed when I placed the first order. I now have two orders. I asked how long I could expect until I got the bags, and the support merely said the 2-5 days that the shipping quote listed, plus 2 days for "processing" before it was shipped. 2 days for processing, yet their system is so fast that you can't cancel an order 15 minutes after placing? That's a scam. They want to ship the item and make you decide whether you are going to return it. BTW, they don't pay for return shipping either, so that's 14.99 that I have to pay to send the bag back because I can't cancel the order.

Oh, and I've never received a confirmation email yet. No confirmation, but they won't cancel the order. So very disappointed.
I asked for a manager to call me (I never do that) because my experience was so horrible, and the support agent set one up supposedly, but said I could expect to hear from the manager in 1 or 2 days.? Unbelievably bad experience.

The handle fell off a carry-on, hardcase bag. They sent a new handle for me to replace. It was too big, didn't fit. They offered to replace the bag. Told them I was leaving on a trip the next week. They said I would receive in time. The day before my trip, I was told it wasn't shipped yet and they will send today. I will have to go out & purchase a new bag because they can't ship same day FedEx. So now, I will have two bags. UGH. Lot's of apologies, but much aggrevation. I will be looking for a new luggage outlet when I return. Very disappointing from a company that stresses quality and customer value.

Refer a Friend is a scam. Ebags does not tell you up front that the $10 coupon is useless. Turns out that everything on their web site is on sale so you can not apply the coupon to anything. When I inquired with the CSM, they told me that I had the choice of using the $10 coupon or the coupon that currently puts that item on sale. I had to dig through the web pages before finding the section that states the $10 coupon is only valid on items selling at MSRP. WARNING, Take you business else where.

I ordered a black Travel Pro 28" suitcase and received a blue one. I spoke to a CSR and was guaranteed to receive a replacement no later than the 29th of August as I left town on the 31st. I was clear NOT to ship if it arrived later than the 29th. The replacement arrived on the 31st while I was out of town. I contacted a second CSR. They will not ship another replacement or give me my money back until I return a very large box containing the blue suitcase. I have to drive all the way across town to a shipping location. In addition, they will not ship another replacement even though the entire thing was their error. The second CSR I spoke with was rude and said they do not have shipping that would of gotten the shipment to me before the 31st. The first CSR should of told me that since I said I would be put of town. Horrible experience - Beware.

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 usually don't write negative reviews, but my experience eBags has been (and unfortunately still ongoing) extremely disappointing. I purchased a very expensive suitcase which I needed for an upcoming business trip and used the 2 day shipping option to expedite the shipping. I received an email stating that the suitcase was shipped with a UPS tracking number, however the UPS website states that the package still hasn't been released to them even after 2 days that eBags claimed that the order shipped. Customer reps only apologize about the situation and don't really take the initiative to resolve the issue. All of the emails I've received claim that the order will be shipped and/or have been shipped, which is not true. I was extremely hesitant about purchasing anything from eBags due to their negative reviews. In conclusion, I also recommend all future buyers to consider all options before purchasing from eBags unless they want to go through headaches. I'm very hesitant to purchase from them ever again and don't recommend the company to any of my family/friends/coworkers.

I received the wrong order and was never able to get anyone to help. Don't order from this company. Worst customer service ever

HORRIBLE SERVICE! They cancelled my order for an unknown reason and then were not able to accommodate me for faster shipping EVEN THOUGH I WAS WILLING TO PAY. I HAD to have my bag for a trip and instead of allowing me to pay for overnight shipping, they refused to do anything to accommodate me even though I would have paid whatever it took. I talked to multiple people online and on the phone- all were rude and SO unhelpful. WARNING!

I placed an order. One item didn't show as shipped. I contacted customer service and was told it shipped and they gave me the tracking number. Mysteriously then the tracking number appeared next to the item. When I checked it on the ebags website it indicated it was delivered the day after I ordered. Really!? Then when I went to UPS website it said it was delivered five day later. NOT I called customer service, gave them the info and was advised my paypal account would be credited in 3-5 days. Next I received an email indicating I needed to call UPS to give them some information. I did. They asked me all abut the shipping which I knew nothing about. I basically just told them my address and what supposedly was shipped. Then I got another email indicating when UPS settled the claim I would be refunded. WHAT CLAIM? I called customer service again and was advised the same thing. I said what about the refund I was promised. No answer. I often end up purchasing from this company through Amazon. NO MORE! So somewhere else unless you like being given the run-around.

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!

Updated review from June 2022. I have to change my review from 5 * to 1*. Ebags seems to have been purchased by Samsonite. The site and service has suffered! The site still have ebags products and Samsonite products.
BUT with 3 orders (1 as a guest and 2 thru my account) NOT ORDER CONFIRMATION email is sent. You have no order number, no confirmation of order, and no way to check status. There is now NO CUSTOMER SERVICE PHONE NUMBER available on the website. Btw, to to google and type in "ebags customer service phone number" and you will get it. I emailed customer service twice with no response.

This one amazing company is now a big Don't Order. Sad.
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Ebags is an amazing place for luggage, bags and backpacks. Biggest names in luggage are out there in sets and individually. If you compare prices this site is a must!

I personally have to recommend ebags own brand of luggage, rolling duffels, and backpacks. Amazing quality, fantastic design, durable and sturdy construction and most of the pieces come with a lifetime warranty! We ordered 4 rolling suitcases for an extended air trip (where we each got one and only bag to bring). Ebags cases were so brilliantly set up and came with inserts to divide the larger storage areas if needed. Incredible strong wheels and pull handles! Can't recommend them highly enough.

This is the site I use for all my luggage purchases. I am a big comparison shopper and will look at deals from local brick stores and every online site I trust. I come back to ebags every time!

I have purchased a lot of IT luggage. I have bought it because it was light weight and well organized interiors. Such great customer service on top of great bags

Purchased my item on Sun Dec 10th via shoprunner.com (2 business day s&h). Checked tracking today, Dec 12th, & the only thing eBags has done was print a UPS label. Chat w/ a rep named Josh who claims it shipped which is a lie.The tracking info says "A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated.". SHAME ON YOU JOSH FOR LYING TO ME (I know how it works & I CAN read). Josh said he would figure it out & get back to me via email. It's been 5 hours & nothing (I have the email transcript). Another lie. Bottom line is my item has been sitting in their Warehouse w/ UPS label on it since yesterday. All I want to know is why it has NOT been shipped? I am suppose to receive it tomorrow, that's not going to happen. I wonder if Mr. Cassidy or Mr. Neptune know how their so called beloved company is being run? I will never shop or buy from eBags again. I am going to tell shoprunner about my experience too. Perhaps they will discontinue using them as well. EBags Headquarters will also be notified. I guess they don't read their own reviews here on sitejabber or they don't care to keep their customers. According to the reviews their track record really stinks so think twice before you waste your time & MONEY w/ them bc you will more then likely be given a bunch of lies & screwed over too.