Eagle Creek Reviews

Really Happy With My Travel Bag. I've loved my travel bag for many years now. Got it about a decade ago and it's been perfect for all my trips around the world. A few weeks back one of the wheels got damaged when I was flying home. I emailed to see if the lifetime warranty covered it and they said yes. I gave them my address and within a few days I got not just one replacement wheel but two. Best service I could ask for. I'm very satisfied with both the bag quality and how the seller handles issues.

Impressed by Their Customer Care Team. I've been really impressed by how Eagle Creek treats their customers. Almost ten years ago I bought a toiletry bag and a pack-it folder, and I still use both regularly. A few months back I lost the plastic insert that came with the garment folder. Eagle Creek tracked down a replacement piece and shipped it to me for free, even though I originally bought it from a third party almost a decade before. That's amazing service. Big thanks.

New Wheeled Backpack - Expensive but Looks Solid. Just picked up a wheeled backpack for around £270 and it's definitely pricey, but it feels well constructed and solid. I'm planning to take it on a year-long trip around the world so we'll see how well it holds up to what the company claims. One complaint is that not all backpacks in their lineup come with waterproof treatment, which would be a nice addition.

Excellent Repair Work and Service. I wanted to thank you for fixing my Eagle Creek rolling bag. I was thrilled when I opened the box and saw that the wheels had been completely replaced. When I looked over the bag more carefully, I also noticed that a tear on the back had been expertly patched with perfect tape. The person who did this work clearly takes pride in it and really cares about doing quality repairs. I was so pleased I ended up ordering two more bags to give to my family. Thank you so much.

Lifetime Warranty Doesn't Apply If You're Outside Service Center Locations. About seven years ago I purchased their luggage with the No Matter What Lifetime warranty through an Israeli retailer. However, the dealer only offered limited coverage, so for major problems I had to ship it to a service center in Germany. That shipping alone cost me 50 euros. When it arrived, the service center refused it because German customs imposed additional fees, and they asked me to cover those costs. Obviously I declined, and my luggage got sent back to me. The support experience was a complete disaster. I paid four times more for this brand specifically because of the warranty promise, and it meant nothing.

Return Process Is Not Responding. I've requested a return shipping label from customer service four times now, and nothing has arrived. Could they be intentionally stalling to let the thirty day return period expire?

Tried Requesting a Return Label Multiple Times. I've asked for a return shipping label from their customer service team four different times now, and I still haven't received one. Are they hoping the thirty day window closes so I can't return it anymore?

Poor Warehouse and Supply Chain Management. It's been five days since I placed my order and the package still hasn't shipped. They generate a UPS label but then the item just sits in their warehouse collecting dust. Zero movement happens after that. Don't rely on them for dependable service. Their warehouse operations and shipping processes are unreliable.

Cargo Hauler Falls Apart Immediately. Eagle Creek advertises this bag as reinforced at stress points so you can travel without worry. On my very first international trip I was shocked to discover two holes had formed in the bottom of the bag. I'd dropped it at the airline counter and when I reached my hotel I found the damage. The fabric is clearly thin and weak, and any impact creates holes instantly. I contacted Eagle Creek about the No Matter What warranty. They wanted me to ship it to their repair center, and I paid to do that. Nearly four months have passed and I'm still waiting for them to actually resolve the issue. This is a poor quality product that doesn't deliver on the marketing claims, and the customer support is basically nonexistent. Save your money and look elsewhere. Don't expect Eagle Creek to follow through on what their warranty promises.