Eastpak Reviews

Ordered a bag, when I found out it was going to take two weeks to arrive, I called & cancelled the order on the same day. That was 24/6. The bag was received back to them 4/7 by the delivery company. Despite 12 emails & 3 phone calls promising a refund, still no refund.
Terrible delivery timeframes, terrible inept customer service, especially from “Bruno”.
Basically theft.
Avoid.

When a clip broke on the strap of my messenger bag I tried to purchase a replacement part. I was told they don't sell spare parts, and as my bag was no longer covered by warranty I must send my bag away at my own expense for an expensive paid repair. This is a ridiculous, wasteful process for a simple plastic part.

I paid for shipping fees and was given a time frame of 3-5 working days, which quickly turned into 10 and surprise surprise, the estimated delivery time is now over two weeks. All but one customer service staff were quite unhelpful and borderline rude. Now I won't receive my back pack in time or be in the country to receive it!

They promise overnight delivery is orders are placed before noon, except they ship UPS, which does ***NOT*** deliver on time and now I don't even know where my package is. I will never again buy a company that uses UPS.

Eastpak has absolutely no customer service whatsoever. Zero. No phone number. Nothing. The only contact info I had was an automated email asking me about my customer experience, so I replied to that but have not gotten an answer.

And my order isn't small, either. This is ridiculous.

Really struggling to get an answer from Eastpak about a very straightforward warranty issue. I have rung , e mailed and tried to use the website but just no response other than one piece of advice that was wrong . Really frustrating lack of customer service and join up

It’s been nearly a month since I ordered my bag and there’s still no sign of when it will arrive…
Update: It’s been two months. And nothing.
@Yodel - they’re blaming you!! You should speak to Eastpak about this defamation.

Very quick shipping, great quality on all products and the best part: NO PLASTIC! there was no plastic, no filling, no trash! the box has a very cute design inside, but sinse i dont need it i'll use it whenever i need to ship something. Im keeping the tags in case anything happends! Amazing!

forget about warranty if you cannot produce a receipt. And their older bags of Lifetime Guarantee, they wont even talk about it. They will not honour if you have no receipt.

Absolue uselessness. These people won't have a business to run if they keep treating customers the way they do.

really liked my backpack, arrived quickly!

Possibly the worst internet buying experience I have ever had , the return of a item is almost impossible , they ignore emails / phone calls , still waiting for a refund after finally managing to return my item , stay clear if buying from them, just sorry I didn’t have the option to leave no star review and looking through what others have reviewed it’s clear that dreadful customer service is the norm

Very surprised indeed to read the other most recent reviews on here.

We experienced slight difficulty with placing an order - not Eastpak’s fault - and ended up ordering the same bag twice, unintentionally.

One slightly anxious phone call later and as if by magic, everything was rectified - they even recalled the second bag before it reached our door and refunded for it straight away, although it had already been dispatched.

I was really impressed with the customer service and very grateful for their prompt attention. Also the purchased product was well priced and great quality.

Would definitely buy from Eastpak again.

Eastpak's website is an unmitigated failure zone. I (stupidly) thought that last time my order failed it might have been a one-off experience, but no, the same thing has happened again. Last time no money was taken from my account, and no product arrived. There was no confirmation email. Contact with Eastpak was polite but utterly meaningless. I just tried to order again, and the same issue. AVOID THIS SITE.

Don’t buy direct from this companies website. After paying with PayPal a message flashed up for two seconds to say I could not proceed to purchase as there was a problem. This disappeared but so has my money from my PayPal account. Scammers! Beware This is where I’ve been left.

Ordered a bag, assumed it had worked though I didn't receive a confirmation email. Checked credit card a couple days later and nothing - reordered but created an account so I could track it better - 1 day later still not showing on the credit card, and order status says cancelled but next to cancelled it also says 'this means your order is on its way and you should receive it soon'. eh????? Didn't receive an email to tell me this, no idea if the order is on its way or not, and can't find the bag on any other website. Looks like a select few people get lucky and actually receive their order without any problems, but DO NOT USE. it's also impossible to get in touch, I emailed and no reply, DM and no reply, can't get through on the number. Extremely disappointed that such a big brand could be so useless. Would really like to know if by bag is every going to come.
UPDATE: Got in touch through the customer service phone number - my order number couldn't be found and I was told I probably didn't go through the security checks properly, or to clear my cache and cookies and to try again in a different browser - I won't be trying again but my computer was definitely not the issue - they said it's probably a technical fault and hopefully it will be sorted soon but that seems unlikely - moral of the story save yourself the stress and stay away.