Strandbags Reviews 60

Visited the DFO nsw shop today to purchase a suitcase. . Was served by a sales girl who was very knowledgeable of the products. She was able to guide me correctly in my purchase.

Such poor customer service.

They provide a phone number on their website, but after trying countless times over two days, no one answered. When I contacted them via live chat, they kept saying their agents were busy. I asked when would be a good time to call, but they didn’t respond clearly—even after multiple messages.

Instead, they blamed my network, which is unacceptable. I even shared my number and requested a callback, but received the same response: “agents are busy.”

If customers can’t get support when needed, it defeats the purpose of having customer service at all. This experience was extremely frustrating and disappointing. They don’t deserve even one star.

I’ll be honest: Strandbags Nowra was the last place I planned to shop, purely because of price. But after visiting a dozen other stores—and being pointed back to Strandbags by just about everyone (travel agents, surf shops, Verity, chemists, all selling similar products)—I finally walked in.

And I’m glad I did.

The service was genuinely excellent: friendly, knowledgeable, and refreshingly straightforward. The lady behind the counter took the time to help, answered every question properly, and reassured me that if I wasn’t completely happy, I could return the item for a swap or refund. No pressure, no sales script—just good old-fashioned customer service done right.

Yes, the item cost more than I originally wanted to spend. But the quality of service, confidence in the product, and peace of mind made it absolutely worth it.

Well done, Strandbags Nowra. Totally worth the visit.

All I can say is if you can purchase a bag/ luggage from ANYWHERE apart from Strandbags...do it!!!!
I had the mistaken belief that emailing my complaint and concerns regarding misrepresentation of charms being part of a $90.00 bag I purchased as per the advertising photography would lead to an informative, enlightening and reciprocal response..alas no!
Once I mentioned that the advertising was misleading and therefore a breach of the Fair trading act the overall tone of Strandbags customer care became aggressive, accusatory and uncooperative.
I provided all receipts and photo evidence to be cut off with no acknowledgement or resolve.
Without hesitancy I would say this is by far the worst customer care I have ever encountered.

I bought a bag 2 week ago, and have not got my item in the store as it was click and collect. When I e-mail customer service they give me automated reply or ai generated e- emails. They have no updates on when it is expected
- it is getting stressful

I am disappointed with the level of customer service I received regarding my Flylite suitcase.

The Flylite suitcase itself remains in very good overall condition; however, it requires a replacement wheel. I was fully prepared to purchase the part, yet I was advised to “try Bunnings,” which proved entirely unhelpful, as no suitable replacement could be sourced.

The wheel component dated back 2016 and that, despite the suitcase being less than ten years old, the issue was not covered under warranty due to “wear and tear.” If a suitcase is used for its intended purpose, wear on the wheels is inevitable. It is unreasonable that a single replaceable component renders an otherwise functional suitcase unusable.

As a result, the suitcase is now effectively destined for landfill, which is both wasteful and disappointing

Charge full price when sale is clearly advertised. Realised when I got home and emailed the issue. Resolution was to go back in store and get refunded. What a scam.

Refused to replace a 18 month old leather handbag on which the leather had worn badly. Will never buy anything from them ever again.

Thank you Emmanuelle, from Bourke St shop for giving me great service on a beautiful bag. You were very sweet on a really hard day. I love my new crossbody.

Ordered a bag online for click and collect local to me on the 23/09, website stated 3-7 days as the store didn’t have stock. Website also states if there is any delay they would contact me. Heard nothing and contacted them for an update via email on the 29/09, was told they had to get it from another store and should arrive this week. Another week goes by and I try the chat option on the website on the 09/10 for another update. Get told it wasn’t in stock and needs to be sent from another store and will be another 2-5 days before it’s there, I respond with that’s what you told me a week ago and I’m still here waiting, they then offered to get it shipped directly to me for no additional cost. I accept and it’s shipped out and delivered to me 24hrs later. I don’t believe the store I wanted to collect from actually ordered it at all and had I not chased them up I would probably still be waiting for my order. I so far love the bag, will see how it lasts but the shopping experience and customer service was not the best and makes me rethink ordering online from them again.

Bought a group of 4 varying size luggage.
The second largest of the checked bags lasted one flight, Sydney to Heathrow. Arrived with a crack completely throudh the hard casing of the bag.
If it lasts the return flight back to home without totally disintegration I will be returning it to Strand Bags, Sydney.

I bought a flylite cabin wheely bag. Worst I’ve ever had . I bought it in Dec 2023 and the handle actually snapped off . No surprise it’s not actually covered by the warranty . Don’t shop here
Very poor products

I shopped at Strandbags Morley Galleria. When I said the airline I was going on was strict with the size of checked baggage and charged fees for oversized bags, she said she'd never heard that before and implied I was lying and said that they'll just let any size case go through even if they are larger than their stated requirements without excess fees. I bought a case that complied with the airlines measurements as I'm going on 6-10 flights within that country on my trip and don't want to be charged excess fees as it will be quite costly if she was wrong but wasn't happy with the way she treated me as her attitude was quite condescending. Will not be shopping at this store again.

I wanted to buy 2 charm bags which had a price of $14.99
Was advised that I couldn't buy any due to the Suitcase Deal which has now finished
I have now been told that I am unable to purchases any as they are no longer for sale even though are in Stock
Not a happy regular Customer

Very Disappointed – Poor Customer Service at Mount Druitt Strandbags

I had a really poor experience at the Mount Druitt Strandbags store on 13 July 2025 at 10 AM. I went in to exchange a bag that was wrongly packed at the Parramatta store the day before (Receipt #0151-9100045623). I had the receipt, the bag was brand new, and it was the same price — but the staff at Mount Druitt were rude and refused to help.

They told me to go all the way back to Parramatta, even after I explained I don’t live in the area and it would cost me another $20 to return it.

I even called the Parramatta store from Mount Druitt and asked if they could send a prepaid courier bag so I could return the wrong item — they said no, they don’t do that.

I had bought four bags from Strandbags that day, and one mistake has now cost them a loyal customer. Really disappointing service and no accountability for their own error.

They sold me a guess bag which was used only 3 times in 2.5 years and it started peeling off everywhere. I think they are selling fake bags as I have other Guess bag that has lasted me over 10 years and mind it this bag was stored in the same place with the other bag which is still in great condition. This is simply unacceptable spending over $220 for the bag to not even last 3 years.

Misleading and Deceptive advertising on social media. Clear breach of consumer law. Advertising a product with item name listed in the video caption and there is a different style depicted in the video post. It then links to the incorrect product on their website for purchase. I contacted their customer service team and they were most unhelpful.

Bought a tan leather handbag. It has really faded after only a few months. I took it back and was told there was nothing they could do and that leather fades. I bought it because I liked the colour and was never told to expect fading. Was told nothing can restore the colour to its original. Will buy elsewhere next time. Very disappointed.

3 1/2 years ago I bought a Aurielle leather handbag from them for $180.00 than it happened: the outer thin skin bubbled up like separated from the "skin" like a balloon.That means the leather was not leather, some thin leather looking plastic was glued to the shell, underneath patterned like a leather limitations should be. When I went to complain to the shop I bought it from, Lake Haven Shop in Lake Haven they looked at it, said it is plastic, which they sold me for a leather price. Bring back the docket, maybe. Who reserves a docket for 3 years??? I would give a ZERO IF I COULD FOR STRANDBAGS OF AUSTRALIA.

Not at all impressed with the staff at Noarlunga. They were rude, condescending and gave completely the wrong advice regarding a travel adapter I purchased so I returned it to the store where an equally rude staff member said I couldn’t buy what I wanted, I was happy to inform them that I had purchased the required adapter from an Amazing online store and received it the next day. I won’t be going back!