I received a bookbag from my brother in law, which was purchased mid-December and was given to me last week as a late birthday gift, & when I was inspecting the bag the one strap was entirely unattached to the bag. The product is unusable. However, I needed to switch bookbags and couldn't wait to do so, so my significant other purchased me a different one with hopes that we would be able to return this bag so he wasn't out of $60.
When I called the customer service rep was extremely rude, laughing & telling me there's no chance they will refund and there's little to no chance Swiss Gear will accept the bag back even though damaged bags are covered by their warranty. This bag still had the tags on it and everything! The woman on the phone continued to tell me that they will have to reach out to swiss gear regarding my bag & I would just have to "wait" on a response. Not only are their refund policies ridiculous, especially given the holidays, the customer service reps are RUDE and INSULT YOU. I don't know who taught these people how to talk to customers, but they will not be getting my business & from the looks of it they won't be in business much longer.
Review by Mairaj6 months ago
Worst Worst service
Please buy somewhere else even if its a little more,
They absolutely dont honor there warranty.
Used it 4 times, broke down after 10 months....
I called many many times for weeks, and after 2 months they told me to pay shipping, which came out to almost to buy a new one somewhere else.
It says on there site by the item i bought, 2 year warranty, and they just dont honor it, and dont even try to help you....
STAY AWAY FROM eBags, and you'll sleep better on vacation and at your home...
Review by Foluso Kanumilli7 months ago
never received the bag. they only took the money. customer service said they sent it out, so we must be lying. told us to take it up to ups and wouldn't refund the money. worst customer service ever!
Review by MariaPhoto7 months ago
Horrible company. I thought it was a law that companies had to make an "unsubscribe" option available on their website and honor it. eBags has the link, but totally ignores all requests. Further, they spam my inbox more than once a day and have never stopped, months after I bought one small item from them. Others have the same complaint. Never never give this crooked company your email. Buy somewhere else, even if it costs more.
Review by Erindale8 months ago
I'd really like to give them zero stars if I could. I have never been so annoyed by a company and their relentless emails. There is no way to unsubscribe from them on their website and repeated pleas to customer service have gotten me nowhere. If you buy anything from this company (I ordered and returned one item) you will forevermore be INUNDATED with emails.
Review by Lazydaisy Shambare8 months ago
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
Review by Jballpollock8 months ago
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.
Review by Ghina8 months ago
Look all I ask is for someone to be straight and upfront with me. If there are problems with suppliers, or problem in the supply chain be up front with me. DON'T send me an anticipated receiving date if you don't KNOW!! DON'T feed me a line of crap, and tell me to wait 24 hours so you can tell me the problem! The canned responses and excuses are unacceptable in this day and age! I still need to order more luggage, but based on my experience I will not use a company who can't be straight forward.
I was given an anticipated delivery date of 1/10/19. After "chatting" and being given the run around I now have one piece with an anticipated delivery of 1/15, and the other says it has shipped, but no information on where from or possibly if I will ever receive! I was told I would receive an email with a full explanation of what was going on with my order. GUESS WHAT...NOTHING!
Don't order from here unless you don't care when it arrives. I am booked for travel and yet the luggage I ordered may or may not ever show up...who knows. eBags certainly does not!!
Review by Kussman9 months ago
Ordered a travel backpack earlier this month and received it on time. That was the first time buying from this company. I thought to buy another item I needed for my trip. Delivery date was supposed to be February 18th so that was fine because I would still receive it before I leave for Europe. I checked the tracking almost daily and everything was fine until the 16th. Now it says delivery on the 22nd, which is too late. I contacted customer service to inquire, but got no explanation. I requested a cancellation and a refund, but was denied. Representative said to contact them once the item arrived to request return. I said I would be out of the country until mid March. Representative was still rude so I disconnected. I will never buy from them again and won't recommend them. They can't keep delivery date promised and refused to rush a replacement. They'd rather lose a customer then eat the cost of express delivery. Do not count on them to come through for you for your trip. They will leave you hanging and try to make you do all the work to return the item. UPDATE: I checked the UPS tracking and now it's updated to return the item to sender. I have to wait for the package to leave New Jersey and be delivered to California and then wait for it to slowly make its way back to New Jersey and then further wait for some employee to go through the return process and then take his or her time to request a credit refund for me. So probably in the Spring time I'll get refunded. I really hate this company!
Review by Pierine9 months ago
Used eBags to order a set of Timberland Boscawen luggage as you simply can't get hold of them easily in the UK.
I ordered them on the 12/01/2019 and they arrived on the 22/01/2019 and I didn't even use their express shipping.
Everything arrived well packaged and as expected. Would definitely use again despite all the negative reviews here.
Review by Sugi Goyvaerts9 months ago
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.
Review by Mikayil10 months ago
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.
Review by Diahanna Tailorsurti10 months ago
I purchased a "carry on" as a Christmas gift for my daughter who can only fly from home to her grad school on American Airlines. 7 days after the return window, I discover the bag is NOT acceptable as a carry on by AA. Although I completely understand they have policies, that their website says it's a carry-on...but a major airline says it's not tells me they have a description issue on their website. I was hoping they would make an exception because of that - but no. Just "you've missed the window - no return!". Will never buy from them again. I expected reasonable, not a brick wall. *EDIT* The company finally issued a refund. I had to stand my ground and be ugly to get it though. I don't like being ugly and shouldn't have to be. **EDIT 2** Ebates sent me an email saying they were issuing a refund and it would be made via the same method I paid. If it were via credit card, it would be credited, if it was by gift certificate, I would receive a gift certificate. I paid via credit card. They then sent me a code for a gift certificate. I've told them this is unacceptable and am awaiting their response. This is ridiculous. DO NOT DO BUSINESS WITH THIS COMPANY. They almost redeemed themselves, but now I know better.
Review by Viviienne Driving10 months ago
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.
Review by Heeseok10 months ago
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
Review by Surfraz10 months ago
I ordered a backpack, and after three weeks of not receiving my order, or any sort of shipment notification or communication. When I looked up my order it simply said it was Confirmed, but hadn't shipped yet. I followed up with customer service to see what the hold up was. They informed me there were unable to ship to my country (Canada) and that my order had actually been cancelled the day I placed it. I received no notice of this, my credit card has not been refunded, and it still shows my order as confirmed when I look it up.
Review by Dealiani Tabacco10 months ago
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.
Review by Pri10 months ago
I purchased 2 things and the total came to 106.00 but when I got the items, the rolling tote handle didn’t work properly and the 4pk cube were just too big for what I needed them for. I returned both items and expected about $101 to be credited back to my CC. I got the full refund for rolling tote but only got about $14 for the 4pk cube set. When I called customer service, they told me they charged a return fee $4.95 for each cube and rolling tote which is the reason I was shorted by $25. I asked why I was charged for each cube when the it was a 4 pack and not 4 individual cubes. She told me she had no idea. I asked to speak to a supervisor and was told no one was around to talk to but told I would get a call back within 24 hours. After about 30 hours and no call back, I called again and this time the customer service agent said there is no record of my call from the previous day. I asked to speak to a supervisor and now being told I won’t get a call back for 48 hours. I e mailed the company Before I made any calls and still haven’t gotten a response to that e mail.
Review by Adewumi10 months ago
I ordered the medium toiletry bag & a set of 6 packing cubes. returned the toiletry bag because it was too small and really didn’t like the design or quality. At the time of return, I had not received the packing cubes because they were delayed. I should have waited & returned all together to save 2 return shipping charges. The cubes are a joke. I was so disappointed when I got them. They are very small & flimsy. More trouble than they’re worth. I was in hospital & couldn’t return within 30 days & when I explained my situation, eBags refused to accept them back although I explained they were still in original packaging & had never been used. Now I’m stuck with something I’ll never use. Cost $50 plus $10 to return toiletry bag. Will not order from them again.
Review by Daeeen Hudnall10 months ago
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.
Review by Bryttanie10 months ago
I was reluctant to order from eBags after all the bad review, but in reading the bad reviews of disgruntled people, I realized most of the complaints were regarding shipping, warranties, or issues that seemed as though the person buying the product did not look at the return policies, shipping timelines or return policies before purchasing. I really needed the bags I purchased for travel, so I decided to take a chance on eBags and I can say I am 100 percent satisfied with the bags I ordered, as they are both great quality bags. Also, from the minute I ordered the bags, I received correspondence about my purchase and several different emails leading up to getting them, as to when the items were shipped, delivery dates, and even received confirmation via UPS within minutes of them being delivered. So, the bottom line is that most people who are satisfied customers will not leave reviews for a product, I am usually one of them, however, I thought that the reviews I read absolutely do not reflect this company or their practices, so do as I did, and give them a chance, and you too will be see that not all things said are relative to this company's service and merchandise. Thank you eBags for the great products! I will be back!
Review by Behnom10 months ago
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.
Review by ElvisRandolph11 months ago
This is such a SHADY company. They send so many promotional emails. I hit the unsubscribe link. It did nothing. I kept receiving them. I kept unsubscribing but they wouldn't stop. I contacted Customer Service and they acknowledged that I should be unsubscribed and wasn't sure why I was still receiving so they forwarded my concern for further review. I STILL kept receiving emails. I finally went into my account and changed the email to a fake, made up email and...they continue to send to my old email. I send all their emails to Spam now. Gmail even has a block feature now. NEVER give this company your information. There should be a complaint lodged with them with the BBB for this.
Review by Rajwinder11 months ago
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.
Review by Rumell Poolnual11 months ago
They have some nice products but do not give full refunds, even if you return within a week. They kept a $5 credit that I can use on a future purchase. Will be reluctant to order from them again.