AWFUL AWFUL customer service. Ordered on January 3, they sent me a tracking number that eventually showed as "delivered" to an address not within 1000 miles of me.  
 
Just sent the 4th email to try to get this resolved. They responded once, promising correct shipment and new tracking number. That was almost 2 weeks ago. Now it's almost 4 weeks since I ordered - no merchandise, no idea what if anything they're doing to correct it.  
 
I buy a fair amount of stuff online, and this is the second worst service I've had out of well over 100 orders. I am kicking myself because I thought I checked out their rating when I was looking at backpacks a couple months ago - oops.  
 
EDIT: OK, UPS brought my umbrellas Friday, so ebags actually did re-ship or find my order or whatever, they just didn't tell me. Still very annoyed, over 4 weeks to receive items that were supposedly "in stock". Not worth the hassle - will NEVER use again.

This review was modified by its author, gimlet, on 2/5/08 9:26 PM.

First time I ordered at eBag for a computer briefcase. Product came within a week last Friday, but they shipped me a wrong bag, which has an incorrect SKU tag on it. Not happy but I understand people do make errors, but a good company will resolve the problem immediately. For the last week I've been contacting ebags numerous times to ship me the correct briefcase. Their excuses for the delay are purely unaccepable -- that their warehouse are still investigating the wrong tag issue with the supplier; that if they ship me a new one now there is a possibility that the wrong bag will still be shipped. Come on, what is there to investigate and how hard is it for the warehouse to just grab the right bag (ignore the damned tag) and ship it out! Why do I have to wait for their investigation? All they have to do is ship me the right one and continue with their own stupid investigation. I asked them that and they wouldn't give me an answer. Why do they have to work with the supplier if they have the correct bag in their warehouse? Bottomline is ebag is the worst online merchant I've ever dealt with. The customer service supervisor I asked to speak to was just totally disinterested with my problem. When I said or asked her something, she'd just keep silent on the phone most of the time, as if I'm talking to a dead person. Never been on the phone with so much dead air. I'll give ebags 3 more days. If there is still no resolution, I'll ask for a full refund.  
Interestingly, eBag sent me an email with a coupon code for a 25% discount plus free shipping for my next purchase this afternoon to compensate for "my inconvenience". Nice gesture but "fool me once, shame on you; fool me twice, shame on me."  
I'll try back next week to see if ebag solve this issue.

The worst online shopping experience. Ordered a bag on Dec. 15 as Christmas present (Kenneth Cole Reaction - Christina Flappelgate Flapover Porfolio). Just to make sure, I even paid $18.50 for 3-day shipping, which was given a "free upgrade" to 2-day air shipment. I got an email from them on Dec. 18 that they shipped my item on Dec. 18, and was given a UPS tracking number. On Friday Dec. 21, I called customer service to find out where the package is. I'm connected with someone in the Phillipines, who can only file some kind of whatever, and tells me I will be notified of status in 24 to 48 business hours--which I calculate to be the day after Christmas. This evening, Sunday Dec. 23, I get a call from Carl at eBag. Apparently they never shipped any bag to me, because they do not have this bag in stock to ship. But they were generous: Carl said they'd refund my money. They nothing else. Now here I am, some jackass who has to go shopping on Christmas Eve to buy an important present. I've never put myself in this position before. This company, eBags, is just terrible. It could have been prevented. I should have been told at some point shortly after Dec. 15 that the bag was no longer in stock. If I hadn't called on Friday, I wonder when I would have found out.

I ordered a Kenneth Cole Reaction Ladies Briefcase. One of the main things I needed was an optional shoulder strap. I was lured by the "no hassle returns" etc. Long story short, the bag arrived but it was the wrong one. No shoulder strap! I called them right away and they were very incompetent. They offered to exchange it, but after the bad customer service I said no, I just want to return it. They said it would take 3-5 business days to receive an email with instructions on sending it back. 8 days later, I have no email. Of course, I was getting emails from them every day inviting me to come shop some more. When I contacted customer service via live chat, they tried to say that it must have gone into my "spam" folder. I said absolutely not!! I have received all the other emails trying to get me to shop more. I did get the email with the return label (ups ground). Very frustrated b/c this was supposed to be a christmas present and now I have no bag and no refund to try and get something else before christmas. I WILL NEVER ORDER FROM THEM AGAIN!!! P.S. they used my email address for someone else's order so now I keep getting messages from them regarding someone else's account. I reported it to them, but they have not fixed it!! VERY DISSATISFIED!!!

I ordered 2 items from them, one costing $60 and the other $30. I received one item in a single box via UPS and did not receive the other. After a week or so, I looked up the order tracking and guess what? the second item was listed as "shipped" with the exact same order tracking number as the first. I called the customer service and they intiially tried to blame it on UPS. When I persisted and it was a tough persistance which others may not attempt.. they finally said they need to contact the warehouse and find out if the other item was shipped.  
It seems that Ebags and the warehouses that ship are separate companies.. Ebags must be sort of like expedia or priceline for bags.. they just fulfil the order and pass it on to others. They entice you with low prices but make their money by not shipping all the items promised and eating the proceeds. After that, when you follow up, they try to pin the blame on UPS.. beware!

I ordered two items. Only one was included in the shipment and on the invoice. I contacted EBags immediately. They promised a response in "24-48 hours." It took five days and three additional contacts from me to get to the point where now they promise to send the item in 1-2 days. I cannot see why, given that they don't even have a record of shipping the item, though they definitely did charge for it, they would need so long.  
 
VERY unprofessional!

I ordered Aug. 29 and still no bag they sent a small little bag that was not even worth the shipping to sent telling me this what I ordered...they said they would resend 2 day I need this bag a week ago I have contacted them several times and nothing back ...They must be releated to the Express Camera Folks LOL I only wish I would have looked here first my mistake but never again with this company and I hope you don't follow my lead.........

Awesome store.. got a free water bottle with purchase, and they price matched to another online retailer with 110% paid back via Paypal. Will buy again.

I ordered on the 13th and recieved on the 19th. I was happy until I opened the boxes to discover that I had been sent a wrong bag. I called customer service and was told that the correct bag would be sent 2nd day express. I was told it would not get here until the 25th, the day after I have to have it. That's the same length of time as ground shipping. So now here I am with a flight to catch and not enough luggage and I can't get a refund for 7 to 10 days after they get this bag back. Now I have to try to find something locally and it won't match the other bag. I'm just disgusted, the attitude was "sorry have a nice day". I'll never order from them again or recommend them to anyone.

Before placing an order with ebags I called customer service to make sure they had the item I wanted in stock. I was assured that it was, and was given an estimated arrival date of arrival which was 7 days later. A little bit long, but acceptable.  
 
However, when the item arrived, they shipped me the wrong color and when I called to inquire about it they were not very helpful until I demanded to speak to a manager.  
 
At first they said they would send me what I had originally ordered, but then later I received another call back from them stating they no longer carried the item I ordered.  
 
They were not able to arrive to an acceptable resoultion, so now I have to deal with their return process.  
 
If they did not have what I ordered, they should NEVER have verbally confirmed that they had it, and they should NEVER have substituted the item for a different color.  
 
I will NEVER be purchasing from ebags again.

Order arrived according to promised date, but in my opinion that was too long. Time from order to delivery was 10 days, much of that time was spent processing the order. In the realm of todays internet shopping that is a long time. Also you are teased with $25 off coupon towards your next purchase, but its a joke since it is basically worthless for most of the product they sell. I was not thrilled about the slow order processing but when I found out the coupon was a dud I've elected to do my shopping elsewhere.  
 
I'm updating this review. I ordered from Amazon a slightly larger piece of luggage to match above purchase. As a comparison it took a total of 7 days, not bad considering I ordered it before a long weekend. Order processing was much quicker than ebags.com. Price? Same! Shipping free. Same!

This review was modified by its author, bwdurfy, on 6/1/07 7:55 AM.

Returns is a joke! You return an item to get an exchange and then you get a credit to your account but in the mean time, the price went up and you pay the shipping. Slow processing time. Won't be buying from ebags anytime soon if ever.

Ordered laptop case on the 24th of April, they estimated it would be delivered on the 1st of May. I received the case on the 27th of April. Good price, decent quality. I recommend!

Very slow order processing time. Had to pay additional for 2nd day air but item will take a week before it even ships. Customer service only available by 800 phone....attempted to email and did not rec'v a reply back.

I got a delivery estimate for 5 days after my order, and still, 11 days after my order I have not received any product, nor has the 'order status' changed in the order tracking part of the website.  
 
I found the customer service ok, but it is the communication between customer service and the warehouse employees which seems to be the problem. The customer service lady assured me she has contacted the warehouse staff multiple times, but they never contacted her back. I have a feeling the bag I ordered, although indicated as in stock, actually isn't, which doubles the incompetence of the warehouse staff as they obviously have no idea of stock control.  
 
To put it lightly, I am annoyed, I'm calling tomorrow morning to cancel my order, as I was intending the use the bag I ordered almost 2 weeks ago on a flight I'm taking in 2 days. Not impressed at all.