ebags.com Review

I've spent a lot of money at ebags, including over a thousand dollars on luggage, but because of the problems I probably won't be shopping there again.   When they shipped my luggage to the wrong address (nowhere near my own) I felt it was just one of those mistakes.  At the time, the customer service representative that dealt with me was so helpful that I forgave a lot.  They did correct the problem and the luggage was retrieved and delivered to me, though the boxes had been opened and things like my packing slips (and I'm not sure if any other small items that were supposed to come with the luggage) were now gone.  It was more trouble to send it back, so I kept it because they offered me a discount on the next order.  Okay, things happen.  I ordered again because I got a great customer service agent....he even followed up on the problem to make sure I received the luggage....but he was the last great customer service agent I got.  

One of the times I ordered, they were offering a $25.00 coupon toward a future order of $75 or more.  When I tried to use it, however, I discovered that my actual savings was only $3.00 different than what anyone else at the time was paying since there are always "come ons" of 10 and 20% and free shipping....which you cannot combine with your coupon.  So you will actually pay about what you'd pay anyway.  I ordered anyway because I wanted the bag. 

Recently, I also had another $25.00 certificate code, earned with another purchase.  Because they were offering other discounts as well, a screen popped up which said something to the effect of "you cannot combine discounts" and showed both offers and asked which you would prefer.  I chose to use the $25.00 certificate code I had.  The screen registered properly.  The 20% discount disappeared and my $25.00 was applied.  (deducted from the now higher discountless total).  I placed an order for an amount of $75.49. (the amount with NO discounts but after subtracting the $25.00 coupon correctly)  The screen showed everything properly and very clearly.  I hit "Place your order" and the next page showed an order total of $92.49.  I assumed this was a computer glitch, so I called customer service, fully expecting to have the error corrected.  That was the beginning of a one week nightmare.  I have a screen shot in my hand showing the amount I authorized.  After some threats to call the Federal Trade Commision when they refused to correct the error, they finally did agree to correct the error, but said it would take at least ten days.  When I told her to cancel the order made only minutes before, they refused.  The higher charge would come through one month and the credit the following month and they would do nothing else in any way to correct their error which they kept insisting was not an error in spite of the fact that I held in my hands a copy of the order as really placed.  This is unacceptable.   I asked that they send me something in writing to this effect but they never did.  I wrote to customer service several times and they completely ignored my emails. 

I am completel MORTIFIED that a website can change a credit card total AFTER THE FACT.  This is the equivalent of signing a credit card slip in a store only to have the store change the amount after you leave.  I have yet to get any proof that the credit will be issued and have to accept it on faith, but the fact that it takes so long to correct an error does not give me great faith in their practices.  If they do this to the thousands of customers they service, it gives them a lot of money to play with in the interim.  We complain when our banks hold onto our money because we know how valuable that can be, why should an online company be able to change charges and get paid? 

Had it not been for the fact that every order has, in some way, required me to spend so much time on the phone, I probably would have given ebags a high rating because of their wonderful selection of merchandise.  But their prices are really no cheaper than many of their competitors, so the customer service issue is more than enough reason to try some of their competitors.  What a shame the rest weren't like that first rep I was able to speak to, I've spent over a thousand there, I probably would have spent a lot more.   But I'd rather pay more (and, as I said, their competitor's prices are no different, they just don't play games with their prices, so it won't even cost more) and know that I don't have to suffer the aggravation.