Eagle Creek Reviews

Reported a Broken Zipper, Still Waiting. I reported a damaged zipper and requested repair in November through the Denver office. We're now going on three months and I still haven't gotten instructions on when to send it in. They keep telling me to wait. My bag is sitting unused. I'm considering taking it elsewhere for repairs. I'm losing confidence in their warranty at this point.

Terrible After-Sales Support on This Backpack. I invested in an Eagle Creek Tour Travel Pack 55L, and it wasn't inexpensive. When I picked it up by the waist belt, it ripped right at the attachment point. The pack only had about 13kg inside, so there was nothing wrong with how I was using it. I reached out to the seller, who contacted their supplier, and got told it must have been damaged during shipping and they weren't taking responsibility. It's particularly frustrating because the bag actually has a special feature where you can tuck all the external straps inside for flying, so they clearly don't even understand their own product. Skip this one. The customer support afterward is completely disappointing.

Terrible shipping experience that stretches on forever. It's so problematic that I question whether they should even be taking orders from UK customers. If you're in the UK, please do yourself a favor and shop with a local retailer instead of ordering from their European site. You might think their European operation seems more reliable, but I'm telling you the risk of your bags arriving after your trip is very real. Customer communication is basically nonexistent. Three weeks for delivery at these prices is completely ridiculous. They ought to refuse UK orders and direct people to domestic stores rather than letting customers get stuck without luggage right before traveling. Extremely frustrated. Won't be ordering from them again.

Outstanding Quality and Support. I've owned this bag for around a decade and it keeps performing wonderfully. It's tough, dependable, and built to last. The lifetime warranty is genuine and works as advertised. When a wheel broke recently, I emailed their European support team. Less than a week later I had replacement wheels. The company actually backs up what they promise. Highly recommend.

Poor Quality Construction at Premium Price. I bought an Eagle Creek Expanse 105L rolling duffel at a major retailer in Ontario for around 325 Canadian dollars. After just two flights on my first trip, the wheels started dragging like the bearings were shot. The wheel tread was completely worn down too. The seller promised me the wheels were easy to replace myself. Well, after two flights and now sitting in another country, both wheels are destroyed. I can't even reach their customer service lines for either Canada or the US. If Eagle Creek had simply used standard roller skate wheels that you can get anywhere, they'd be fine forever. Instead they paid someone to design this junk, and I'm left holding the bag. Go with budget Chinese luggage instead. These overpriced North American brands deserve to fail.

Lifetime Warranty Doesn't Live Up to the Hype. I'm questioning whether this lifetime warranty is actually worth what it's marketed as. After about fifteen uses a wheel wore out, and getting replacement parts shipped out has been slow. By the time they arrived I needed my bags for another trip, so I ended up paying myself to get new wheels. The warranty sounds good until you actually need to use it.

Fast and Professional Repair Service. One of the wheels on my bag broke during my last trip. I reached out to Eagle Creek's European support and asked what options I had to fix it myself. They asked me to send photos so they could evaluate the issue. After reviewing them, they explained I couldn't DIY it but offered to repair it if I covered shipping. This was just before the holidays. A week after Christmas my repaired bag arrived at my door. That's incredibly fast service given all the holiday closures. They also swapped out the other wheel while they had it. I'm really impressed.

Warranty Letdown. Sent in a rolling bag for repairs and was told it couldn't be fixed, but assured me the warranty would handle it. The reality is totally different. Instead of a replacement, they offer a partial credit toward buying a new bag, which is absolutely not what the warranty description suggests. A replacement bag costs around £450 plus shipping, and they're only offering a £250 credit. To make matters worse, that voucher amount isn't even available in stock right now.

Warranty Claims Process Is Broken. My wheeled duffel bag's wheels fell apart after a trip, and I had to lug it around the rest of the vacation. When I got home I submitted an email and warranty claim to the company. I figured with their famous warranty I'd have zero issues. I own three of their bags, so I thought I knew better. Wrong. I sent several emails over the course of three months with absolutely no response. Really let down. If you're considering buying an Eagle Creek bag for their warranty coverage, think again. The customer service is completely unacceptable. I would not recommend. After I posted my complaint online, the company reached out to me. Turns out they never received my messages because emails were going to an old address. Eagle Creek Australia stepped up and resolved it properly. They're sending replacement parts. My confidence in the brand is back.

Repeated Wheel and Lock Problems. I've used two sets of their cases twice now, with different size options, and I've been very unhappy. During the first trip I lost a wheel and had to pay out of pocket to replace it through the airline. On that same trip one of the combination locks stopped working, so we had to look up unlock instructions online. The second time we traveled we lost a wheel on the medium bag and another on the larger one. A friend who also owns their luggage lost a wheel too. These were expensive retirement gifts and I'm really disappointed. I shouldn't need to replace wheels every time I travel. The only bags we haven't had problems with are the carry-on ones, which have fixed wheels.