Eastpak - Overall Rating based on 20 reviews
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Rucksack repair warranty
I recently sent my backpack in for repairs, thinking the warranty would cover the broken zipper. I did everything they asked on their website, paid for shipping, and waited 7 weeks. But when the package came back unopened, with 'non reclame' written on it, I was so upset. It's like Eastpak gave me the wrong info on purpose. Such a waste of time and energy. It's really disappointing when a company doesn't stick to their own warranty rules.
Rude Customer Service
I've tried to get in touch a few times about a product question but haven't heard anything back. It seems like customer service isn't a big deal for this company. I still haven't heard back, but honestly, I'm not too worried about it now.
Bag ordered, canceled, and no refund
I ordered a bag online and was so surprised when I found out it would take two whole weeks to arrive. I called right away to cancel my order on June 24th. The bag ended up being sent back to the company by the delivery service on July 4th. Since then, I've sent 12 emails and made 3 phone calls, but still no refund even though they said they would. The customer service, especially with this guy named "Bruno," has been absolutely useless. This whole thing feels like they're trying to steal from me and I would definitely suggest staying away from this company in the future.
Duffle bag purchase
I bought a duffle bag from this company a few years ago and I was really impressed with the quality at first. But this summer, I had a problem with the zipper - the slider on one of the outside zippers came off. I thought it would be no big deal because Eastpak supposedly has a 30-year warranty on their bags. However, when I reached out for help, I was told I had to send the bag all the way to Poland at my own cost to their 'expert' center. And not only that, I had to pay for customs fees and shipping back to me. They even sent me a list of prices and said their 'local experts' would decide if the repair was covered under warranty, even though I sent them clear pictures of the problem. This whole situation really got me thinking about the trustworthiness of their warranty and left me feeling frustrated and let down.
Recent bag purchase
I just bought a bag and the clip broke on the way. I contacted customer service to get a replacement clip, but they said I have to send the bag for repair on my dime. It's a hassle, especially since the bag is supposed to have a lifetime guarantee. I've tried finding a new clip that fits, but no luck. It's been really frustrating and disappointing.
Messenger bag with broken clip
I had a horrible time dealing with the customer service after the clip on my messenger bag broke. I tried to buy a replacement part, but they said they don't sell them. They wanted me to send in my bag for an expensive repair, even though it wasn't under warranty anymore. It just seemed like a big waste of time and money for a little plastic piece.
Recent purchase of a backpack
I was so disappointed with my recent experience with the company. I bought a backpack online but when it arrived, the package was already open and some items were missing. I tried to contact Customer Care, who told me to talk to the courier. The courier then sent me back to the company. They asked for pictures of the damaged box, but then the fraud department accused me of being dishonest. I even reached out to the CEO, but no one has gotten back to me. To make matters worse, my bank told me about unauthorized payments from my debit card, but when I tried to contact them or the company, I was met with silence and no help at all.
Failed online order
I tried twice to order online, but it didn't work either time. They didn't take any money, I didn't get a confirmation email, and customer service wasn't helpful at all.
Cabin bag purchase
So I made the mistake of ordering a cabin bag straight from the manufacturer. Turns out, it turned into a two-week long nightmare. I thought I was all good ordering ahead of my weekend getaway, but the suitcase never showed up. I was left hanging, without a new bag for my trip, stuck using my beat-up old luggage. The customer service team didn't really help much, all they offered was to "investigate the issue" and give me a refund. But that didn't really make up for the fact that my purchase was MIA. They even said if I still wanted the bag, I had to go pick it up myself at the depot. The whole thing was just super frustrating and disappointing.
Bag purchase online
I recently bought a bag online, and it's been a total nightmare trying to return it. I've tried several times to drop it off at collection points, but each time I was given wrong info that stopped me from leaving it there. I also wasted three days waiting for another company to come pick it up, and the bag is still in my hallway. The customer service at this company is really disappointing. They won't refund me or fix their terrible return system. Dealing with a company that doesn't care about its customers' time or money is so frustrating. I regret buying from them and will stick to brands that respect their customers and have a good return policy. The whole back-and-forth with customer service saying they're looking into it but no solution comes is just a big waste of time.
Andy Warhol bags and backpack
I bought the coolest Andy Warhol bags and backpack, eh? But the zip broke when I was on vacation, you know? I tried contacting the company for help, but they were no help at all, eh? They didn't give me a return box, label, or even help set up a courier, eh? Basically just said tough luck. The supposed 30-year warranty is a joke, eh? Now I'm getting it fixed at my own expense by a local company. Don't fall for it, eh?
Backpack
I bought a backpack from your store not long ago and I gotta say, the whole thing hasn't been great. The website promised delivery in 3-5 working days, but on the 4th day, my bag was still chilling in some European warehouse. Plus, when I tried to get help from customer service, they were super rude, ending our live chat abruptly not just once, but twice, when they couldn't give me an answer. All in all, it's been a really disappointing and frustrating experience.
Lovely small backpack
I have to give a one-star rating because I've been trying to unsubscribe from emails since February and it's almost August now. I keep getting them and honestly, it's super annoying. It shouldn't be this hard to unsubscribe, especially with the new laws in place!
Backpack purchase
The backpack I bought was awesome at first, but after using it a bit, the zipper broke. It's been such a hassle trying to get it fixed and returned. I've been sending so many emails trying to figure out the right EORI number for customs. Next time, I think I'll just buy from a store where they can replace the bag and handle the warranty stuff. Right now, it feels like the warranty is useless.
Large transit luggage, black and cameo
I bought two big transit suitcases in black and cameo colours not long ago. However, I had a bit of a bad time with the customer service afterwards. I kept sending emails about a problem with the lock, but I didn't get a good response. I tried for a whole month to fix it with no luck, so I ended up fixing it myself by looking it up online. On top of that, I found out the hard way that the bags aren't waterproof. When I got my luggage from the belt, all my clothes inside were completely drenched. The info when I bought them didn't say they were waterproof, but I think all travel bags should have that basic feature. I honestly think buying these was a waste of money.
Trolley wheels broke
The quality of the wheels on my cart was really disappointing because they ended up breaking after just a few months of use. When I tried to get help under the warranty, the service I received was so bad. The company wouldn't give me new wheels and instead told me I had to send my cart to a different country at my own cost. That was not good customer service and they didn't seem to care about the environment either. So, in the end, I had to buy some different wheels and fix the cart myself because the company wouldn't sell me new wheels. Overall, my experience with the product and service was really disappointing.
Backpack purchase
I bought a backpack recently, but I am totally let down by the customer service. I thought I was dealing with a good company, but I can't even get a response from the customer service team regarding my refund. It's so frustrating and I feel like I'm not getting the service I deserve. I might have to take this matter to the higher-ups to get it sorted out.
Suitcase split in 3 years
I bought a suitcase from here and I was so disappointed with the quality. The sides broke after only 3 years, which is ridiculous for what I paid. Plus, the customer service was terrible and not helpful at all. Overall, the suitcase was just really low quality. I wish I hadn't bought it and I wouldn't suggest it to anyone.
Blue holdall
A few years back, I bought a holdall and was so bummed to see it was painted blue. Every time I'd use it, my stuff would end up covered in little blue paint bits. I tried to get it fixed, but got no help. The product was not good quality at all, and the customer service didn't solve the problem.
Suitcases on sale
I got 2 suitcases on sale and they came early! The tracking was bang on, and the delivery was smooth sailing. The suitcases are top-notch quality and have a pretty sweet colour.