ESSENTIALBAG Reviews 3,388

Reply from ESSENTIALBAG

Feb 13, 2026

Hello Stefano,

if an order remains in “pending address verification” without any notification, that is a clear communication failure. You should not have to discover such issues yourself by logging into your account.

The fact that the order then stayed in “confirmed” for several more days without shipment, combined with no response via phone or email within the stated 24-hour timeframe, understandably creates the impression that the order is stalled or lost.

What should happen in a case like this:

If address validation fails, the customer must be notified immediately.

Once the address is confirmed, the order should either move to fulfillment or you should receive a clear update explaining any delay.

If shipment has not yet occurred, you are entitled to a clear timeline or the option to cancel and receive a refund.

Please contact support@essentialbag.de
with the subject line:
“Order stuck in confirmed status | UK/IE address | Order #…”

Include:

Your order number

Confirmation that the address has already been verified

A clear request: either immediate shipment with tracking confirmation or cancellation and refund.

A lack of communication is often more damaging than a delay itself. Your feedback highlights a structural issue in address handling and customer communication that requires correction.

Reply from ESSENTIALBAG

Feb 13, 2026

Hello Miguel,

you’re absolutely right to be frustrated.

Order placed on January 16th

Since January 20th stuck in DHL status

No movement in tracking

No delivery

If a shipment remains in a static DHL status for that long, this is no longer a normal transit delay. At that point, it must be actively investigated.

Please send your order number with the subject line:
“DHL tracking stuck since Jan 20 – investigation required”

In this situation, the correct next steps are:

We open an official investigation with DHL

You receive either a replacement shipment or a full refund if the parcel is confirmed lost

You should not have to chase this yourself. Once a parcel is handed over, the responsibility remains with the sender until successful delivery.

Your criticism regarding the shipping experience is understandable.

Reply from ESSENTIALBAG

Feb 13, 2026

Hello Sébastien,

If the wallet was purchased on August 25, 2025 and a defect appeared recently, the product is clearly still within the statutory warranty period. A warranty claim should not remain unanswered.

• A defect reported within warranty must be formally reviewed.
• Submitting photos and all requested details is sufficient to initiate the process.
• No response from support is not acceptable in this context.

Please resend your request to support@essentialbag.de
with the subject line:
“Warranty claim – no response – Order from 25 August 2025”

Include:

Order number

Date of purchase

Description of the defect

Attached photos

Reference to your previous email(s)

Request a written confirmation of receipt and a clear statement on whether the case will be resolved via repair, replacement, or refund.

Your expectation of a timely and professional resolution is entirely reasonable.

Reply from ESSENTIALBAG

Feb 18, 2026

Hallo Aleksandr,

vielen Dank für Ihre 5-Sterne-Bewertung! 🙌 Es freut uns sehr, dass Sie mit Ihrem Einkauf bei Essentialbag so zufrieden sind – genau das ist unser Ziel. 💼✨
Viele Grüße, Ihr Essentialbag Team

Reply from ESSENTIALBAG

Feb 6, 2026

Thank you so much for your wonderful feedback, Sasha! We’re truly happy to hear that your partner loved the personalised wallet and that the engraving option made it extra special. It’s great to know the colour choices, quality, and especially the card mechanism met your expectations and solved an issue you’ve had with other wallets.

Your recommendation means a lot to us. Thank you for choosing Essentialbag and for taking the time to share your experience — we wish you and your partner many great moments with the wallet!

Reply from ESSENTIALBAG

Feb 5, 2026

Hallo Nik,

Thank you for sharing your experience. We’re very sorry to read this and completely understand your frustration. A lack of updates, unanswered messages, and uncertainty about whether an order will arrive is understandably upsetting — and that’s on us.

You’re absolutely right to expect clear communication and realistic delivery information. When that doesn’t happen, it damages trust, and we regret that this has been your experience. This is not the level of service we aim to provide.

Please be assured that we do not ignore customer inquiries. In periods of high volume or when there are shipping issues that require clarification with our logistics partners, responses can unfortunately be delayed — but that does not excuse the situation you’re describing. We are actively working to improve both communication and response times.

We would very much like to resolve this properly. Please contact us directly at **[support@essentialbag.de](mailto:support@essentialbag.de)** with your order number, and we will immediately check the status and offer a clear solution — whether that is delivery confirmation, a replacement, or a refund. You should not be left wondering what happens next.

We sincerely apologize for the inconvenience and appreciate your honest feedback. It helps us identify where we need to do better.

Kind regards,
Marvin
Customer Support
Essentialbag

Reply from ESSENTIALBAG

Feb 5, 2026

Hallo Joseph,

vielen Dank für Ihre 5-Sterne-Bewertung! 🙌 Es freut uns sehr, dass Sie mit Ihrem Einkauf bei Essentialbag so zufrieden sind – genau das ist unser Ziel. 💼✨
Viele Grüße, Ihr Essentialbag Team

Reply from ESSENTIALBAG

Feb 5, 2026

Hello Mathias,

Thank you for taking the time to share your experience. We’re very sorry to read how frustrated you are and understand why this situation feels unacceptable — especially when you’ve paid for a bundle and then received neither clear updates nor your order.

You’re absolutely right to expect transparent communication and timely delivery. While short stock-related delays can happen, the lack of follow-up updates and unanswered messages you describe is not okay and does not reflect the standard we aim for. We also understand how disappointing it is to continue receiving marketing emails while your actual order remains unresolved — that’s a fair point and valid criticism.

We want to be very clear: this is **not a scam**, and we have no intention of leaving customers without their products or their money. However, we acknowledge that our recent communication and order handling in some cases has fallen short, and we are actively working to correct this.

Please contact us directly at **[support@essentialbag.de](mailto:support@essentialbag.de)**, referencing **Order #P165739**. We will immediately review your order and provide a clear resolution — whether that means a confirmed shipment, a replacement, or a full refund. You should not have to chase us or escalate matters to get clarity.

We appreciate that you’re giving us a fair chance after this review, and we truly hope we can still turn this experience around for you. Thank you for your honest feedback — it highlights exactly where we must improve.

Kind regards,
Marvin
Customer Support
Essentialbag

Reply from ESSENTIALBAG

Feb 5, 2026

Hello,

Thank you for sharing your experience. We’re sorry to hear that you’re dissatisfied and that the delivery took significantly longer than expected. We fully understand your frustration — waiting 29 days without clear, transparent updates is disappointing and does not meet the expectations you rightly had.

You are correct that we need to communicate shipping times and product origin more clearly on our website. We take this feedback very seriously and are actively reviewing how we present this information so customers can make fully informed decisions before ordering.

We also regret that our customer service responses felt repetitive and unhelpful. That is not the experience we want to provide, and we are working on improving both response quality and individual case handling.

While we’re glad the order did arrive and that this was not a scam, we sincerely regret that we were unable to meet your expectations and earn your trust. Thank you for your honest feedback — it highlights exactly where we need to improve.

Kind regards,
Marvin
Customer Support
Essentialbag

Reply from ESSENTIALBAG

Feb 5, 2026

Hello Amund,

Thank you for your feedback. We’re very sorry that this situation has caused frustration and given you a negative impression of our company — especially since you like the wallet itself.

We understand your criticism regarding the promotion shown in the shopping cart. If an offer is displayed incorrectly or misleadingly, that is our responsibility, and we fully acknowledge that this should have been communicated more clearly. We sincerely apologize for the confusion this caused, particularly after you took the time to provide screenshots.

Our intention is never to mislead customers with promotions. In this case, there was unfortunately an error in how the offer was displayed, and we understand that this feels unfair from your perspective. Your feedback has been forwarded internally so we can ensure that promotions are shown transparently and correctly going forward.

We regret that this experience has overshadowed the product itself and thank you for pointing this out — it helps us identify where we need to improve.

Kind regards,
Marvin
Customer Support
Essentialbag

Reply from ESSENTIALBAG

Feb 5, 2026

Hello Benedikt,

Thank you for your feedback. We’re very sorry to read about your experience and understand how frustrating this must be — especially when you’re receiving conflicting information and the tracker does not work as expected.

You are absolutely right to be confused. There is **no separate Essentialbag app**, and we sincerely apologize if this was communicated incorrectly. The Trackercard works via the supported third-party app, and if this was not explained clearly or led to repeated, unsuccessful attempts, that is a failure on our side.

We also regret that our customer service was not helpful enough in guiding you through this and instead added to the frustration. That is not acceptable and not the experience we want to provide.

Please contact us again at **[support@essentialbag.de](mailto:support@essentialbag.de)** with your order number. We will review your case personally and offer a **clear and fair solution**, whether that is proper setup support, a replacement, or a refund. You should not be left with a product that doesn’t work for you.

Thank you for your honest feedback — it highlights exactly where we need to improve, both in communication and support.

Kind regards,
Marvin
Customer Support
Essentialbag

Reply from ESSENTIALBAG

Feb 6, 2026

Thank you for your honest feedback, Rickard. We’re sorry to hear that the cardholder mechanism did not work reliably for you — especially since everything else met your expectations. We understand how frustrating it is when the core function of a product behaves inconsistently.

You’re absolutely right: the card ejection should be smooth, controlled, and dependable. If cards barely come out or, on the other hand, eject uncontrollably depending on how they’re inserted, that’s not acceptable and clearly affects usability. We appreciate you pointing this out so clearly.

Please feel free to contact us at support@essentialbag.de
with your order number. We’ll review your case and look for a fair solution — whether that’s setup guidance, a replacement, or a refund. You shouldn’t be left with a product that doesn’t work as intended.

Thank you again for your feedback. It helps us identify exactly where improvements are needed.

Reply from ESSENTIALBAG

Feb 6, 2026

Thank you for your feedback, Maxim. We’re truly sorry to read how frustrating this experience has been for you — especially since the order was intended as a gift. Waiting over a month without shipment and repeatedly being given the same delivery window that never materializes is understandably unacceptable.

You are absolutely right:
Telling a customer that delivery is “1–6 days away” for weeks on end is unprofessional and creates false expectations. This is a clear failure in communication and order handling on our side, and we sincerely apologize for that.

Please contact us directly at support@essentialbag.de
with your order number. We will review your case with priority and provide a clear, final resolution — whether that is immediate shipment with tracking or a full refund. You should not have to keep chasing or guessing what will happen next.

We regret that this situation ruined what was meant to be a gift and appreciate your honest feedback. It highlights exactly where we need to improve.

Kind regards,
Marvin
Customer Support
Essentialbag

Reply from ESSENTIALBAG

Jan 23, 2026

Hallo Yann,

Thank you for explaining this so clearly. What you’re describing is understandably alarming, and your concern is completely valid.

To address the situation directly:

* You placed **one intended order**, but received **multiple confirmation emails**, which understandably creates the impression of duplicate or unintended purchases.
* Being **charged more than expected** without a clear, transparent breakdown is not acceptable.
* The absence of an obvious **self-service cancellation option** adds to the frustration and mistrust — especially when money has already been taken.

This kind of experience can absolutely feel suspicious, and we’re sorry that this is the position you’ve been put in.

What most likely happened (for clarity, not as an excuse):
In some cases, post-checkout offers or system errors can generate multiple confirmations even though the intent was a single order. That said, intent matters — if you did not knowingly and explicitly place multiple orders, then this must be corrected through a refund or cancellation.

What should happen next, clearly and fairly:

Your order must be reviewed manually
Any unintended charges must be refunded
You must receive a clear confirmation of what will be shipped (or that the order is cancelled)

Please contact support directly and reference:

Order number P161905
This review
The fact that you intended to order 1 Smart Wallet 3.0 with engraving + 1 localization card only

Your request is reasonable, and this case should be handled with priority.

It’s good that you’re willing to update your review if the issue is resolved — that’s fair. Right now, your feedback highlights a serious trust issue, and it deserves a proper, transparent resolution.

I’m sorry you had to go through this.

Reply from ESSENTIALBAG

Jan 18, 2026

Hi Grega,

Thank you for taking the time to write such an honest review. We completely understand why, based on your experience so far, you can’t say anything positive at the moment — and we’re genuinely sorry for the frustration this has caused.

You’re absolutely right on several points:

Delivery delays: If delivery is advertised as fast, it must actually move. Waiting weeks with no real progress is not acceptable.

Incomplete address information: That should never happen and can cause exactly the kind of stress you described with the postman. We’re sorry this wasn’t handled correctly.

Unresponsive support: This is one of the most serious issues you mention. When something goes wrong, support must be reachable — clearly, we failed here.

Partial delivery: Receiving only 2 wireless chargers out of a €117 order after two weeks is not okay.

Chargers not working properly: What you describe is a defect, not normal behavior. A charger must work regardless of the order in which power and phone are connected.

You also make a very fair point: based on your experience and what you’ve read, going through a return process feels like another burden — and that’s on us.

Let’s fix this properly

If you’re open to giving us the chance to change your mind, we want to do this without more hassle for you:

Please email support@essentialbag.de
with the subject:
“Order incomplete & defective items – escalation”
and include your order number.

We will:

review the entire order,

arrange a full refund or a proper replacement (your choice),

and make sure you don’t have to spend additional time chasing us.

No templates, no delays — this needs a clear and final resolution.

We’re sorry that your experience so far has been this disappointing. You’re absolutely justified in expecting better, and we appreciate that you’re still willing to hear us out.

Reply from ESSENTIALBAG

Jan 18, 2026

Hi Zulmira,

Thank you for clearly laying out the situation. You are absolutely right to be frustrated, and we sincerely apologize for the experience you’ve had.

You’re also correct in your assessment of the tracking status:
when DHL shows “shipment data created” and no acceptance scan, it means the label was created but the parcel has not entered DHL’s network. Claiming a handover without proof, an acceptance scan, or a concrete delivery date is not transparent, and repeatedly asking for more time without evidence is not acceptable. We understand why this feels like a failure to deliver.

For your order #P147179 (23 December 2025), this should have happened instead:

Either a verifiable DHL acceptance scan within a reasonable time, or

A clear explanation and proactive solution once the delay became obvious.

That did not happen, and we take responsibility for that.

How we will resolve this now

Please contact us once more at support@essentialbag.de
with the subject:
“Order #P147179 – No DHL acceptance scan – immediate resolution”

Your case will be escalated immediately and resolved in one of the following ways (your choice):

Immediate reshipment with a new shipment that includes a valid DHL acceptance scan, or

Full refund of the order amount without further delay.

If the parcel was never handed over to DHL, we will not continue to ask you to wait — that is not fair.

We’re genuinely sorry for the lack of transparency and the time you’ve lost trying to get clear answers. Your feedback is justified, and we want to close this properly with a clear, final outcome, not more back-and-forth.

Reply from ESSENTIALBAG

Jan 18, 2026

Hallo Gaukhar,

vielen Dank für Ihre 5-Sterne-Bewertung! 🙌 Es freut uns sehr, dass Sie mit Ihrem Einkauf bei Essentialbag so zufrieden sind – genau das ist unser Ziel. 💼✨
Viele Grüße, Ihr Essentialbag Team

Reply from ESSENTIALBAG

Jan 13, 2026

Hi Suraj,

we’re very sorry to read this — and we fully understand why you’re frustrated. After returning both the wallet and the tracker card, receiving only a partial refund is not acceptable. You’re absolutely right to be upset about this, especially given the already slow communication.

This should have happened instead:

Full refund for all returned items

Clear confirmation of the refund breakdown

Timely support responses

That didn’t happen in your case, and we sincerely apologize.

Please contact us one last time at support@essentialbag.de
with the subject:
“Partial refund received – full refund outstanding (urgent)”
and include:

your order number

the refund confirmation email you received

Your case will be escalated immediately, and the remaining amount will be refunded without further delay.

We understand if you choose to involve your credit card provider — that is completely within your rights. Still, we would like the chance to resolve this properly and close it fairly for you.

Again, we’re sorry this experience led you to give up on us.

Reply from ESSENTIALBAG

Jan 6, 2026

Hallo Marko,

vielen Dank für Ihre 5-Sterne-Bewertung! 🙌 Es freut uns sehr, dass Sie mit Ihrem Einkauf bei Essentialbag so zufrieden sind – genau das ist unser Ziel. 💼✨
Viele Grüße, Ihr Essentialbag Team

Reply from ESSENTIALBAG

Jan 5, 2026

Hi [Name],

we’re very sorry for the frustration this situation has caused – we completely understand why this feels unacceptable. Waiting three weeks without shipment, especially while repeatedly being told “1–6 days,” is not okay, and it’s understandable that this raises serious concerns.

To be very clear: this is not a scam, and your order will either be delivered or fully refunded. That said, the communication you received was obviously not accurate or helpful, and we sincerely apologize for that.
Please contact us once more at support@essentialbag.de
with the subject
“Order not shipped – immediate resolution requested”
and include your order number. We will prioritize your case and do one of the following immediately:

confirm a concrete shipping date, or

process a full refund right away, if you prefer not to wait any longer.

We appreciate that you’re willing to update your review if this gets resolved, and we truly want to resolve it properly and transparently. Thank you for your patience, and again, our apologies for the experience so far.