eBags Reviews 469

first, i ordered a 3 piece luggage set in purple. got one piece in black. delivered to the front of my house, which is problematic. sending that one back, prepaid. wanted the 3 piece set in purple. during online chat was told it would be delivered on monday. got the notice it will be tuesday. they could only let me pick it up in dallas. i live in san antonio. was also told i couldn't refuse payment if i don't get the item. staff were great and online chat ok, but policies suck

Talk about frustrating! Just lost 45 mins of my life I'll never get back. Lost review I wrote also, so now rewriting. Bottom line: I TOOK A PICTURE OF THE ITEM AND PRICE OF WHAT I WAS BUYING - was not high priced - $24.99 on sale with 30% off for $17.49 - I wanted to use rewards that expire tonight. I put into cart - it was an odd hour - around 2:40 - 2:45 ish am. I can see promos changing at midnight but not at 2:42 am!! But sure enough, as I put into my cart, it jumps in price to $19.99 or about $2.50 more -- so I wrote to the chat person, assuming that ebags CS would do right by me. BAD ASSUMPTION. I will let you judge for yourself. Granted, I am usually much more polite and calm in my demeanor, but for $2.50 and $10 in rewards credit (likely forever lost now :-(( -- I am just a tad less patient and polite. Note, I thought the difference in the price was $1.50, but it's actually $2.50. If I go ahead and buy now anyway (lest I lose my rewards) I hope ebags at LEAST credits me back $2.50

2:54 AMCharles
Hello, this is Charles, and I will be assisting you today.
2:55 AMDana
what the heck?? I just put an item in cart and I took a screenshot! It was 30% off and said it was $17.49
2:56 AMDana
I literally took a picture of it! And when placed into cart it jumped up to $19.99 - that's not cool
2:56 AMCharles
May I know the cart # ?
2:56 AMDana
I would like to buy it now for the $17.49 and I was planning on using my $10 rewards unless that "disappears" too - not happy right now
2:56 AMDana
75497980
2:57 AMCharles
Let me check for you, please stay online.
2:57 AMDana
thank you
3:02 AMCharles
Thank you for your patience.
3:03 AMDana
ok
3:04 AMCharles
Please note that we do run promotions and discounts on daily basis and the price of item varies accordingly with the promotions offered in our site.
3:04 AMCharles
Hence it is not possible to honor the previous sale price at this time.
3:06 AMDana
writing a review on trust pilot right now - copying pasting this chat if need be to show how a company is willing to lose a customer over a $1.50 or so discrepancy. WHO CHANGES THEIR PRICES IN THE MIDDLE OF AN HOUR??
3:06 AMDana
CAN YOU PLEASE DO ME ONE SMALL FAVOR?
3:07 AMDana
I would like to take this matter of with exec mgt when they are in, but my $10 rewards will expire by them. Can you please extend them a bit?
3:07 AMCharles
Please contact with screen shot of your previous prize to our :08 AMDana
I will go beyond that -- but offices are closed now. Can you please extend my rewards credit so they don't expire for a few weeks?
3:08 AMCharles
Redeeming your eBags reward points is easy:
•Please login to your account, and add the required items to your shopping cart and click on normal "Checkout" even if you use PayPal as payment.

•After entering the shipping, billing and selecting the shipping options, you will see a check box available on the right hand side of your page below order summary.

•Check on that box to redeem it.

3:08 AMCharles
Let me check for you, please stay online.
3:09 AMDana
I know how to redeem - I was planning on doing that with my purchase of the bag in my cart that is now $1.50 more than it should be -- so can you please extend my reward credits to not expire until I can take this matter up with management?

NOTE: I did NOT ask Charles how to redeem. I waited on hold many minutes while he copy/pasted info that wasn't asked for, and he didn't respond to the question I DID ask (about extending my credits just a bit to allow resolution). I would have redeemed NOW had he just credited me back for the $1.50 difference which seems like a "no-brainer" solution for any decent company. Ebags, I used to swear by you and yelled your praises from the rooftops to friends and colleagues. Boy, your CS has gone down. I spent thousands over the years, and you risk losing a customer -- any customer - over $1.50 tsk, tsk. As I said to Charles in my chat, "not cool ebags, not cool". Can I at least have my $10 in rewards credit back (ideally should be extended to $15 due to all this aggravation!) so that when you offer the same 30% deal for New Year's day, etc., I can buy my item then? Thanks. (And no, I'm not going to jump through hoops of trying to figure out how to send a screenshot to a random rep who won't help me over $1.50. I gave my cart number and you and he know darn well you changed your prices on me! But if you give me a direct email address where I can simply click "send" from my phone, I'd be happy to send you the picture of the price that said $17.49.

Small UPDATE: I prematurely lost the chat so I went back to ebags to see if another cs person could help, but "lucky me" I got same rep - so I wrote the following --
3:31 AMCharles
Hello, this is Charles, and I will be assisting you today.
3:31 AMDana
I lost our chat before. I see you did not extend my rewards expiration time as requested. Is there a reason you couldn't extend this courtesy for me?

What more can I do, ebags?

One more update after 4am and it should NOT HAVE TAKEN OVER AN HR TO MAKE THIS PURCHASE. I ONLY DID SO AS I RIGHTFULLY EARNED THOSE REWARD CREDITS WHICH WOULD HAVE BEEN LOST AS CS WAS UNWILLING TO EXTEND - NOT EVEN FOR THE FEW DAYS IT WOULD TAKE TO REACH OUT TO A MANAGER. So I sent this chat to "David"
4:02 AMDana
I want it on record, please, that I placed order for higher price than screenshot showed it to be under "duress" because your chat person Charles refused to extend my rewards points beyond today to allow for me to take the issue of with management. I hope they at the Minimum, do the right thing by crediting me back the difference of $1.25 or offering a future $10 rewards credit for my angst. Posted a review on Trust Pilot and possibly elsewhere as well. David, are you able to send me the full transcripts of my prior chats with Charles? I prematurely lost those chats. Thank you.

PS to anyone reading:Never received copies of chats with Charles :-(

Before I bought my eBag I was looking for reviews and when I saw how low rated they were in this website, I was very hesitant to buy it, but I decided to take the risk because of the good reviews and because it looked that the bad reviews were due to shipment issues. That low rate cannot be more wrong, everything was perfect, since ordering online, the tracking number, the shipment, everything happened as it was scheduled. And of course the bag it self it’s awesome, it feels like very good materials, the wheels roll quiet and smooth, it has a lot of pockets that allows you a great organization. I loved it, so if you’re looking for reviews before buying an eBag (as I was) don’t hesitate. I hope this is helpful for anybody that is deciding whether buying it or not.

Purchased 2 bags on 11-28. I decided to return mine as soon as I opened it. It was bigger and busier than I anticipated. My husband decided to use his. He did 2 3 days trips and one of the plastic connecters broke. There was no carrier mishandling as he did it all as carry on baggage. All they will do is give me store credit or a replacement. Not sure I want anything else from there when the bag breaks this fast. Very disappointing.

Very poor. I received a substitution for a product. Instead of providing a discount like they offered I was supposed to spend more money on the site with a coupon. I didn't have the option of returning it because it was a gift and not enough time. I am really unhappy that I was treated so unfairly when it was such an obvious gross error. Never trust or order from them

Same issue many of the other customers of Ebags dealt with. Place an order 11/29. Order showed no activity 2 weeks later. Tried the Chat feature and was told the luggage item was suddenly on backorder. I was told I could call the customer service number to speak with an representative to cancel or change the item to an in stock color. I have tried the customer service number repeatedly and always get a message stating my call cannot go through. I then tried email. The representative that responded the first time said the bag was in stock, I could not cancel and would be delivered 12/17. Again, the information given was not correct. I tried a new email and received an completely different answer. This time the bag was on backorder and I could cancel my order by replying to the email. I complied. Ebags sent an email back stating that now the bag was in stock and would go out today. 6 hours later- no change to my order, no email stating the bag was shipped. NEVER AGAIN will I order from this company! Any charge will be contested on my credit card. I certainly have plenty of evidence to share !

I bought a suitcase to use for a specific trip. At time of purchase, they advertised that I would receive my bag before Dec 2nd. Finally received word it's shipping today (well after the expected delivery date), and it's arriving on the 12th (which happens to be after I RETURN from my trip).

Contacted Support days ago, and they offered nothing more than "sorry for the inconvenience" and advised several unrelated issues were to blame: including backups at the warehouse, "busy holiday season", other unrelated "system issues" with the warehouse, and "issues with the delivery dates reported on our website".

Adding insult to injury, one message also said "We are not able to accommodate shipping upgrades or cancel/change requests at this time either, sorry." So I can't receive my bag, but also can't cancel the order, even though I can't use the bag for my trip. Didn't offer any discounts on future purchases, no refunds, nothing except "We're sorry".

Due to time constraints waiting for eBags to provide me with a delivery date, today I had to buy a more expensive suitcase from brick and mortar store so I had something for my trip.

Always raved about eBags in the past, but will not use them again. You shouldn't either! Customer support team is responsive, but provides only repeated apologies and nothing more.

False delivery date, frustrating customer service, broken promises. This company is incompetent or a scam or both. As with many others reporting here- Failed to deliver on time, offered rote excuses, refused to cancel order, failed to keep promises regarding facilitating return. Resolution still pending. Order from them and expect endless frustration. READ REVIEWS BEFORE ORDERING! I regret not having done so.

Followup to my original review: Contrary to the reply from ebags to my review, my experience is common among its customers. Multiple reviews on this and other sites confirm that-
Estimates of delivery dates are incorrect, often by weeks.
Simple changes or cancellations in response to such delays are problematic.

I think that ebags is a drop shipper, with no control of its supply chain, and, perhaps consequently, chronically plagued by errors and miscommunication with customers. Avoid them.

Drop shipping is a supply chain management method in which the retailer does not keep goods in stock but instead transfers the customer orders and shipment details to either the manufacturer, another retailer, or a wholesaler, who then ships the goods directly to the customer.

I purchased a bag from Ebags after checking the return policy to ensure it was returnable. I also added a personalized tag to the bag for free. The bag arrived and I was unhappy with the quality, so I initiated the return process. I was informed that because I had added a (removable) personalized tag, the bag was now non-returnable, despite the fact that the suitcase itself was completely non-personalized. I am trying to resolve the issue with management, but wanted other consumers to BEWARE that Ebags will mislead you by adding a $10 piece of leather to your $500+ bag to render it non-returnable.

I wish I would have read these reviews before buying two bags from eBags. I bought a $260 suitcase and the zipper broke the first time I used it. They will not allow me to return the suitcase and are telling me I need to go to the manufacturer. Buy your bags somewhere else because eBags does not stand behind the products it sells.

I ordered a piece of luggage two weeks ago. Ebags charged my card, but I was never sent any email follow up. I contacted them and they had no record of our order, the charge also disappeared off of our account. Now, a week and a half later, and the charge reappeared on my card. It is nearly impossible to get anyone to answer the phone of web chat. When I finally got through on their web chat, they told me to call our bank to dispute the charges......

Have been loyal customer for YEARS. But during that time a few issues arose - long story short, I was given 2 promo codes to use in the future. Tried them yesterday - neither worked. 30 min call via phone and "Jeff" PROMISED one new code would arrive in email in 15 mins and one the next day. (He said a manager needed to give the better "CSR" code.) Neither occurred. Had to write them. Got back a form note explaining how 2 codes can't be used at the same time. I KNOW THAT AND IT HAS NOTHING TO DO WITH MY NOT RECEIVING THE PROMISED WORKING CODES. Frustrating. Spent HOURS detailing reasons for codes and what occurred - I've since deleted old codes based on REASSURANCE of getting new ones. I thought I might still have in my computer, but need to shut off computer in prep for a trip. So I email again, and all I get is a flippant reply asking me again for old codes - rather than simply sending new ones as promised. Uh, why not ask Rep JEFF?? He wrote the codes down, looked them up, realized they were not used by me, and faulty. Yet ebags rather make me jump through hoops for hours rather than honor a promise. Horrific CS. Too bad - they were awesome years ago.

PS I see where agent Elexa has commented on other reviews that she takes "notes" of customers' issues so they don't have to rehash when they call back. WHY DIDN'T CS CHECK JEFF'S NOTES INSTEAD OF DEMANDING I JUMP IN CIRCLES? They now say they can't handle my request via email (to send new codes?! why not?!?) But that I should "call and their reps can handle via phone" - uh, NO -- I did that yesterday -- why would I put myself through all that again? Just to be promised "codes will arrive in 15 minutes"? That won't come...:-(
(On the off (but still hoped for) chance that cs personnel wishes to do the honorable thing and actually HONOR their promises to me -- please send me the 2 CSR codes that were each promised for 30% off (with no exceptions) & no expiration. They are actually similar to the sale going on this very minute (although I believe today's sale may have some exceptions) and the "no expiration" merely allows me to use as initially intended. Thanks)
UPDATE: MANY HOURS/DAYS OF ANGST LATER, BUT AFTER POSTING HERE, I FINALLY RECEIVED A SATISFACTORY RESOLUTION FROM EBAGS. SO WHATEVER REP TOOK CARE OF (FINALLY), THANK YOU. (capitalizing to distinguish update from original post) - I would upgrade the rating to 2 or 3 stars now. I like their products, but really no good excuse why a promised code shouldn't have been sent as promised, or at least the next day when I expressed it was never received. Certainly should not have taking more than half dozen detailed letters, calls, chats, etc. But I'm thankful they finally resolved.

Company will not honor their warranty. I contacted eBags on 9/22/2018 about an an eBags TLS Mother Lode Junior 25" Wheeled Duffel I purchased from Amazon.com. One of the compression straps was not anchored/stitched securely and detached from the bag on my first trip. I sent photos with my original email and was asked to provide my Amazon.com invoice number which I did. Since that last email exchange on 9/24/2018 there has been zero response from eBags despite multiple follow-up attempts.

This was a fairly minor issue and I would have been happy simply repaired my bag under their eBags Brand Products Lifetime Warranty against defects in materials and workmanship. Why would I buy another product from a company that does not return emails or honor legitimate warranty claims?

I ordered with Ebags during the Black Friday Weekend Sales for a trip on December 4th - plenty of time in hand. I was given an expected delivery date of 11/28. Once the 28th had come and gone, I was concerned, and spoke to an agent via Chat - who told me that I would absolutely have my item delivered on or before 12/3.

Well then, today, to my dismay, I get an email telling my bag has shipped with an expected arrival of 12/7! Now I have to buy alternate luggage, and do so without any of the black friday sales at other stores, because I stupidly trusted EBags to deliver on time.

When I spoke with a chat agent today, I asked for expedited shipping to arrive before 12/3, and was told that wasn't possible. As 'compensation' - I was offered $10 in Ebags reward points. And then was told to call the 1-800 number to speak to a manager. I can't believe how bad this experience has been. I've wasted time and money with this bereft company and there is seemingly zero accountability.

Very frustrating to say the least.

Thankyou for your swift responce to my concern over the false email I had recieved from someone trying it on. Its so unsettling when you receive a phishing email, wondering for the proceeding few hours whether or not somebody has robbed you of your hard earnt money.You put my mind to rest immediately. thanks and kind regards Rod.

I placed an order a week ago. It was shown to have shipped on Tuesday. I paid for two day air. eBags email states they will arrive on Wednesday. Wednesday morning UPS states that the items have not shipped and details will follow when they become available. I placed two calls to eBags customer service, which could not be any poorer, and was told they were looking into it. 24 hours later no response to my two calls. UPS still shows "label created" and no additional tracking movement as of Friday. I could not be anymore displeased with the company. I have a cruise that leaves Sunday. Now I will have to spend the day trying to find two pieces of luggage to my specifications. Everywhere I go they don't have the size or two of the same. From the looks of the statistics, eBags has a rating of 51% being 2 stars or less. That's nothing to be proud of. This is a classic case of why brick and mortar businesses won't vanish. Sorry I trusted them. Buying off the internet is not what it use to be. So now when I get back from the cruise I will have to go through the B.S. of returning the items. Just go to your local store and make the purchase. By no means was this a time saver or positive experience.

My beef is not with the quality of the bags. The one I ordered was constructed nicely & very sturdy but I returned it because it was not going to meet my needs. I was refunded promptly so no issues there, either. My beef is with all the emails I continue to receive in spite of my sending an "unsubscribe". If I click on "unsubscribe" again, it simply shows that I am already unsubscribed but the emails continue. I called Customer Service & was instructed to send my complaint to Customer Care Management for resolution. I am still awaiting any kind of reply from them. Hopefully someone will read this and take action. I did see one other complaint about the continuous emails so this is apparently a common complaint.

UPDATE - MY EXPERIENCE WITH EBAGS JUST GOT WORSE.

First Review - No. Just no. Just don't order from these people. I paid for a bag a week ago and it hasn't even been shipped yet - no tracking number but listed as delivered. I've inquired twice about it. I am demanding a refund and if it is not forthcoming, I am considering using small claims court. A site like ebags should be able to conduct their business legitimately.

UPDATE - I received an email from customer service saying they would process my refund and several hours later, I received an email that my order has shipped. Just stay away from this company. They are horrendous.

Ordered a cyber Monday item to be told the next day they don’t have item in stock. Then was offered a $10 credit. The bag I was ordering was $40 off? There are more reputable sites to get luggage. First and last time I will use Ebags.com.

Edit 1. They charged my card. Still no refund on the cancelled order.

Edit 2. If the item sold out... ebags.com should not have had on their site that it was still available. When I purchase something online I expect to get what I am paying for and if not an immediate refund should be issued.

Update to the review below.
I have upgraded my experience from 1 star to 4. I work in Retail and know from experience that customer service is a fail point in most organizations. I had written this experience and this company off but they came back and saved the day and the sale. They honored the price and gave me a customer code to make it easy to complete the sale. Their past service and the quality of the product was enough to make me give it another chance.

Prior to today I would have given eBags a 5 star review but my recent experience will be my last. I was promised a price when they could not honor a delivery date and when I came back the new price was 30% higher. I had copied the customer service conversation and clearly supplied the original price. Don't like being lied to.