eBags.com

Pros:  An outstanding website, that truly cares about customer service.

Cons:  None at all!!!

The Bottom Line:  They beat all of my expectations, even in the face of some minor problems with my order. They did exactly as promised, and I will definitely use them again.

Full review
Since I already have reviewed the two pieces of luggage that i purchased from eBags.com, I thought that it was time to actually review the site. I have placed a total of two orders with them so far, and have been pleased overall with the experience. And now for the details.

The eBags website is very easy to navigate. It is well thought out, well designed and has items broken down and cross referenced by different catagories. There are pictures (usually multiple pictures), with very accurate descriptions of the items that you are looking to purchase. I was very impressed with the selection of items that they have. At last count they had over 1000 items listed. They have a comparison option, so that you can compare items by type, to make sure that you are getting the very best item that will suit all of your needs. The site has never been down on the several occasions that I have visited it, and the speed of the site is well above average. They let you chose between several different shipping options, and they even tell you when the item will be delivered to you, prior to placing your order. Another very interesting thing that eBags does, is that they do not charge your credit card until after the items have been confirmed as being shipped. They do put a hold on your card at the time of placing the order, but that hold is not converted to an actual charge until your items are under way. Their pricing, at least during my research, is about the same or less than several other web sites, and is far below the prices for the same items in more traditional luggage stores. Also, eBags is constantly running specials, and they often will email you coupons on select items, just by signing up to be on their mailing list.

As far as customer service goes, they are absolutely outstanding. When one of my 2 shipments arrived, the box was open. It was very obvious that someone at UPS had decided to help him or herself to part of my luggage order, as the box had been cut down the side with a razor type cutter, and then re-sealed with UPS packing tape. I contacted eBags and UPS (the box was left with my next door neighbor..I was at work when it was delivered)to tell them of the apparent theft. UPS was less than helpful. In fact they accused my 85 year old neighbor of possibly stealing the items. eBags however, was just great about it. They shipped me a totally new suitcase, 2nd day air. They arranged to have the damaged item picked up at the same time that the new suitcase was being delivered. They also refunded me my shipping charges, and gave me a discount certificate for 50% off any one regularly priced item on their website, for future use. The new bag arrived as promised, and in undamaged condition. I even received a phone call from eBags customer service, to make sure that the replacement item had arrived and that I was satisfied with it. In every case, and I can not blame eBags for the theft caused by a dishonest UPS employee, they either met or far exceeded my expectations. The items were exactly as described, the prices were absolutely great, and their problem resolution was prompt and done with the customer's needs in mind. Since these orders were placed, I have not only had several friends of mine order from eBags(based on my recommendation)with out a hitch, but I also have a current order for a laptop computer case that should be arriving in two days. overall, a fantastic site, that I will continue to use for all of my luggage,bag and travel accessory needs.