BagsmartReviews of bagsmart.com

Lost parcel in Evri. Have contacted bagsmart multiple times and have yet to get a reply. Unsure if this is a scam at this stage.

Placed an order over the weekend for an upcoming trip based on their 3 -5 day delivery promise. Was given two consignment numbers which initially said passed on to courier but now these numbers don’t exist, disappeared from tracking. Can’t contact anyone from customer service, dodgy email which no one responds to. Be careful when ordering from Bagsmart UPDATE- With regards to the above review Bagsmart have since reached out and have been extremely helpful. Part of the order has now been delivered although the second part looks like it’s been lost in transit. Bagsmart have been incredibly helpful in finding a solution and are now working on sending a replacement. Thank you Reign, I really appreciate your help. UPDATE- OK so I’m now overseas and have used my Blast travel 38L Backpack as well as my 43L Roller Backpack. These bags are amazing, absolutely perfect for this trip. All bags have now arrived from my order and I have to say Reign from Bagsmart was incredibly helpful finding a solution to the missing part of the order. Thank you again and anyone who’s looking for a new bag I’d be giving these guys a call.

I ordered a bag from here. The zipper was broken. It was separated when I opened it. I did fix it. My concern was that it would happen again with the defective zipper. I emailed back and forth with customer service for days. Their return policy states that they take returns for any reason within 30 days of purchase. They wouldn't refund my bag. For any reason. Stating that it was because I did not have the original shipping container or label. Who even saves this? It came it a plastic bag. Terrible customer service. If you want to risk getting stuck with a broken bag with no a company that doesn't honor a return policy then it might be the right place for you. Otherwise, look elsewhere.

This is the third bag I have purchased and I own every travel bag ever made :), its such a well thought out product. Just as important is the customer service, I ordered a bag as a gift to someone on Saturday night I did this order hastily and as I pressed payment I realized too late it was heading to some random persons address. I immediately sent an email and the next day received notice that the address had been corrected! Just wow great customer service , great peace of mind, never expected a response on a Sunday! 10/10 disaster averted!

I purchased a rolling suitcase from BAGSMART in December 2024 based in part on their advertised warranty coverage. Less than a year and a half later, the zipper failed and the suitcase would no longer close properly. One zipper pull would mesh the zipper teeth, while the second pull would not, making the luggage unusable. I submitted photos, proof of purchase, and a warranty claim. Instead of honoring what appears on their website as a “lifetime limited warranty for luggage,” customer service responded with what looked like a canned AI-generated explanation saying that “lifetime” only means the “reasonably foreseeable lifespan of the materials and components,” not the purchaser’s lifetime. In other words, the warranty sounds meaningful in the advertising, but when you actually need service, they redefine “lifetime” so broadly that it appears to provide almost no real protection. What made this especially frustrating is that the problem was a basic zipper failure — exactly the kind of issue a luggage warranty should cover. Rather than replacing the defective suitcase, they offered me a 20% coupon to buy another product from them. Consumers should read the warranty language very carefully before purchasing from BAGSMART. Based on my experience, the company’s warranty promises did not match the reality of the claims process. Bagsmart has responded to my warranty request and has made me whole after all. I still have concerns over the durability of the suitcase zipper but the rest of the suitcase seems very durable. Time will tell if the new zipper holds up to travel and whether I just happened to get a bag with a defective zipper.

My second time ordering from Bagsmart. The incentives to spend more with the free gifts were nice and it made me want to spend more. The first time I ordered, I was supposed to get two gifts for a purchase of over $200. Was charged shipping for the one free item, they forgot the second time. Fine. It was resolved after I spoke to customer service after a while of waiting. Second time purchasing, was supposed to get three free items, actually purchased more to get those free items because the free items were useful and nice. One came, two never came. Emailed customer service twice now and no response, it has been nearly three weeks. I want to love the company because they make quality luggage that I like, but their customer service leaves very little to be desired. I thought the first time was just a fluke, the second time being even worse, I would not recommend to anyone. There are plenty of other companies that sell the same quality with better customer service.

I am updating my review to four stars. The company reached out to me and is sending me a new piece of luggage to replace the malfunctioning one. I greatly appreciate that. I left one star off due to the first piece of luggage breaking after two uses. I have made several purchases from Bagsmart over the years and have generally been happy with both the products and the overall experience...until my most recent and most expensive purchase. My husband and I purchased two of their trunk-style luggage pieces for an international trip. The night before we left, I packed my suitcase and used the built-in TSA lock. I had successfully used it once before without issue. Unfortunately, this time the lock jammed completely and would not release. We tried everything we could find to troubleshoot the issue, including resetting the lock and following online instructions, but nothing worked. In the end, we had no choice but to break the lock in order to access the suitcase. I understand that defects can happen with any product, and my frustration is less about the malfunction itself and more about how Bagsmart has handled the situation afterward. Their website advertises a product warranty, so I reached out for assistance. Initially, customer service was somewhat responsive, though each email exchange required additional information and documentation from me. I provided everything requested multiple times over the past two weeks. Since then, communication has completely stopped, and I have not received a single response to my follow-up emails. Considering these luggage pieces cost approximately $300 each and were used only once, this experience has been extremely disappointing. Based on both the product failure and the lack of customer support, I can no longer recommend the company or its products.

Such fast customer service! My computer auto loaded the wrong address. I did not notice until the order was confirmed. I emailed immediately and the address was fixed within 10 minutes. Whew! Excellent service