Eastpak Reviews

My order got cut in half with no explanation or apology. We needed both cabin bags we ordered. Now I'm waiting on customer service to process a refund, hoping it comes faster than the bags never did. They blamed warehouse problems, but that's not really my responsibility to deal with, right? Orders should arrive complete and on time without stuff getting cancelled. Really wish I'd seen other people's complaints before buying. Interestingly, you can't even leave reviews on their actual website.

Steer clear of this company. Just like other complaints I've read here, my order showed as delivered but I never actually got it at my address. I placed an order for a bag and accessory, and they're claiming it was delivered by the courier, but nobody can figure out where it ended up. The delivery company says they can't track the package and told me to contact them. They're refusing to issue a refund or send a replacement, insisting it was left at some house. Definitely not mine and the neighbors don't have it either. Terrible experience and I'm done ordering from them.

The return process was frustrating to deal with. I bought two suitcases in different sizes thinking I'd keep one and send back the other. When I checked the reviews here first, I got worried. The online return system didn't work for me, so I reached out via email and phone. A helpful rep answered and promised to set up a return the next day, but that never happened. I had to call back two more times and send additional emails just to make the return happen. Eventually I did get my money back pretty quickly though. The actual suitcases are solid quality, but their returns department really needs to get their act together in 2024.

While traveling abroad, one of the wheels on my luggage failed, making it nearly impossible to move around. Before the trip even started, the combination lock got stuck and the support team couldn't help fix it over the phone. These are the two most critical features on a heavy suitcase, and it's clear the wheel components are cheaply made and low quality. The bag is only a year and a half old and has only been used for two vacations. I'd expect at least five years of reliable use from something at this price point.

Never got the bag I ordered. They're claiming it was delivered but I never received it anywhere at my place. They won't give me a refund or send a replacement, insisting it went to some address. It definitely wasn't my house and none of my neighbors have it either. This is ridiculous and I won't be ordering from them again.

I should have looked at the reviews first before buying a Large suitcase. On my first trip, I couldn't get the combination lock to open using the code I set. I was stuck on a ship with all my belongings locked inside and spent two hours trying every combination I could think of. A crew member had to force it open and damage the lock to help me out. I sent it back under warranty, but they refused to repair or replace it because they said the damage came from a third party and isn't covered, completely overlooking that the lock was faulty to begin with. Luckily the store where I bought it, a reputable luggage retailer, swapped it out with no questions asked.

I should have read these reviews first before I bought. My wheel got damaged and trying to get help from them has been a nightmare. I followed their website instructions and sent it to their London repair location for service. Their emails said they fixed it but when it arrived back they'd included a note saying they couldn't do anything about it. I even offered to buy and install a replacement wheel myself but they said no. This whole situation is incredibly frustrating and useless. I switched to a different brand and won't come back here again.

I tried ordering a bag on their website and my card got charged, but I never got a confirmation email. When I called customer support several times, they kept saying there was no order in their system and told me I'd need to wait for a refund. Spoiler alert, it never came. Don't waste your time on their website, it's essentially a scam.

Ordered a bag online but it never actually shipped. When I emailed them about it, I just got back canned responses that made it clear they hadn't actually looked into the situation at all.

The suitcase I ordered never arrived because I made a mistake with the address. I decided I didn't need it anyway, so I asked about returning it. They said once they received the returned case back I'd get my refund. Now it's been six weeks and I haven't seen the money. I've sent multiple follow-up emails and gotten no response.