Onwardbag Reviews 22

The product is absolutely superb and I would recommend it to anyone that uses the budget airlines with their bag size restrictions. It is well made and feels like a good quality product through and through.

The support team are excellent as well and have assisted me with queries in a professional and most importantly friendly manner, something a lot of companies would do well to remember…

All in all fantastic product, fantastic service, and if you haven’t bought from them yet, why not?

A great bag, perfect for the airport. Well constructed with safety locks and waterproof. I can get 5 days worth of clothing in the bag and it still fits under the airport seat. I have just ordered a second one for my partner. It did take 5 weeks to arrive, which i factored in .

Terrible service. Ordered it a week before it was required and still not received it. Awful customer service - can’t speak to anyone I the company.

Purchased The Onward Original Cabin Bag 40L (RYANAIR/easyjet). still brand new, never used, tag is still in tact, i just did not feel right when I tried it on, wanted to returned, it takes 4-5 different exchange email to explain to them why I want to return and finally they denied. The fact that its website advertised "100 Day Money Back Guarantee · Free Shipping & Returns" and at the bottom it also says "100% Money Back Guarantee
100 Days Risk Free. We’ll refund you if it's not quite right for you or your loved ones." while the product had never been used and I had to explain to them in details why etc really bothers me and it truly says this advertisment is false, misleading. Good luck for returning the product if you simply does not feel right when you try it on the first look. I would be totally fine had they not post that mojo false money back guarantee as such. Deceptive.

Chinese bag. Site says Made in UK. asked for refund, told No as bag was on sale and custom made. This is in breach of UK trading law. They do not care for the law as it is a Chinese company pretending to be a UK company (Or whatever country you look at) It is now with Trading standards and small claims court. All emails contradict each other, they just lie. DO NOT BUY!! Found exactly the same bag on AliExpress for half of the onward sale price. Onward Trading.co.ltd who own Onward is a Chinese holding company and only have a logistics company in the UK.

Don’t buy from this company. They refuse to refund but advertise 100% full refund policy. PayPal also refused my request to refund so I had to issue a county court claim. The company immediately refunded my money with the additional county court claim costs so my advice would be to pursue this route if you want your money back.

Very disappointing experience – would strongly advise caution before purchasing.

I ordered a bag from Onward based on how it was presented online, but what arrived looked noticeably different in appearance and quality. When I raised this, the response was dismissive and focused entirely on their internal view of what counts as an acceptable difference, rather than considering the customer’s perspective.

More concerning has been how this has been handled since. There is no accessible phone number, no clear escalation route, and communication has felt impersonal throughout. Despite multiple emails, my concerns have not been properly addressed and I was repeatedly given generic responses that didn’t engage with the substance of the issue.

When I exercised my legal right to cancel within 14 days (as this was an online purchase), the situation became even more frustrating. The company has failed to provide basic return details or instructions, making it extremely difficult to proceed and effectively blocking the process.

As a small business owner myself, I don’t leave negative reviews lightly, but this has been a genuinely poor customer experience from start to finish. At best, the approach to customer service is rigid and unhelpful; at worst, it feels like reasonable consumer rights are being disregarded. Would strongly advise against purchasing anything from this company

Please DO NOT use this company. They do not refund if you have any problems and do not comply with UK online shopping laws and regulations designed to protect consumers. We bought an Onward travel bag for £129 and it take longer than expected to arrive and didn’t feel like the quality you would expect for this price of product. Regardless we feel confident we could return the product as they have a 100% satisfaction and therefore refund guarantee advertised on their website. They have refused to do anything and kept our money even though we have followed their process from day one. Currently seeking legal process. Please Avoid as no doubt any guarantees are also worthless. They refuse to provide any contact information. Please do not buy anything from them.

They lied about the bag being made in USA. Now they won't accept a return and I have to do a credit card chargeback. If you are in the UK they lie and say "made in UK" if you are in the USA they lie and say "made in USA".

Please be careful at they will not accept returns because they are actually in China

Bag never delivered, no contact from customer support.

Bag was advertised as made in UK. Cheap copy from China came many days later than expected. Tried to return but no chance as their returns policy states no refunds for promotional items. Guess what? All their items are on promotion. Scam.

Stay away! Scam. They advertise „made in the USA” products, but they send cheap Chinese substitutes. The functionality and dimensions are different than advertised. When you try to argue, they say that everything is fine because everything can be differnt due to different production batches.
When you try to return the product, they say that it was purchased during a promotional period and it is not returnable.
Classical scam! If you are not satisfied, forget about refund.

Avoid. I ordered a bag from this company expecting it to be shipped from within the UK, it came from China. As the item took longer than I expected I asked for a refund and this is where things became interesting. They have refused any form of return as they claim the item is bespoke and thus not covered under any cooling off periods. They are also showing a 5 star Trust Pilot review on their website.

Absolutely shocking company. Ordered a bag, received multiple contradictory tracking details. I advised them that I wanted to cancel and was told I couldn't; assuming they meant I would need to return it. When I received it, and emailed to ask them to arragne a return, as per my Rights under the Consumer Contracts Regulations they tried to palm me off by saying it was non-returnable as it had been part of a promotion - in clear breach of my consumer rights. They are also lying aobut their Trust Pilot score on their website

Bag is well made, well designed, and Passed the RyanAir bag sizer test! Plenty of room in there for a weekend away. Vacuum works well.
Yeah it’s made in China and took two weeks, so yes it’s expensive for something that joy could probably get on temu for less.

No customer support whatsoever.
They make it really difficult for you to return items or at least speak to someone via phone or email.
I could manufacture a better quality bag in my own kitchen with materials from my bin!

Stay far away from this brand. I purchased a bag advertised as “Made in the UK” — it wasn’t. It took almost 2 weeks to arrive from Shenzhen, China.

The product also didn’t match the listing. I ordered a stylish all black backpack, but what arrived was not stylish and it had red stitching and red accents (it was not all black). When I raised it, they admitted overseas manufacturing but refused a refund, claiming “batch variation” and that sale items aren’t refundable.

They’ve since changed the product images on their site.

Now dealing with a bank dispute to get my money back.

Avoid.

Total con. They send you a cheap Chinese alternative and refuse to refund. Do not buy.

Awful. Despite the money back guarantees and promises about 2 day shipping they refused to accept return when I queried the poor quality bag I received after it taking 2 weeks to arrive from China.

The bag was not the one shown on the website or (probably AI) videos. It is think, cheap with poor quality zips and fittings. I found the same bag as the one they sent on TEMU for half the price and, tbh, I wouldn't pay that for it.

Avoid this thing at all costs.

Lying about having 25,000 reviews on their site on trustpilot and showing trustpilot logo when they don’t have authorisation to do so.