Eastpak Reviews 378

I purchased 2 of the TRANSIT'R 4 L BLACK in mid December 2025. After I received the shipment I decided to return one of the items as the luggage felt too small. I was issued a shipping label.i sent the item the second day I received it. But the item never reach eastpack wearhouse. I sent an email to let them know, ( I couldn’t talk to USPS directly because the label was issued by eastpak) that was on the 21st of December. They answered that due to high volume they would get back to me later. I haven’t heard from them since. I emailed several times, they didn’t even bother to reply to my email.
Worst custom service ever. Never again.

Half my order was cancelled without apology or explanation. We needed two cabin bags as ordered! Customer service are hopefully providing a full refund - let us hope it's quicker than the non arrival of the bags. The excuse offered was warehouse issues, however this really isn't the problem of the customer is it? One would expect an order to arrive in a timely fashion without half of it being cancelled ... or is it me that's missing the point!! Wish I'd read the reviews from others first - surprisingly it isn't possible to leave a review on the Eastpak website

I placed an order on Saturday paid with my credit card on Sunday my order was cancelled without an explanation I have called today and spoke to customer service who are not very helpful they said that my credit card company cancelled the payment which is untrue then I was told that my payment was late which was also untrue the I spoke to a customer service representative who told me that the suitcase was out of stock very unprofessional and then I was told it would take 7 days for a refund and I asked for Dilyana to call me back before 6pm today and what a surprise no telephone call I also warned them that if I did not get a call back today I would be writing a bad review

AVOID THIS COMPANY AT ALL COSTS.
Just like Ester’s review in 2025, my order was not delivered to my address!
Ordered a bag and cover in February 2026, which they claim was delivered by Yodel - don’t even know what house they delivered it to. Yodel agree that they can’t track parcel and tell me to contact retailer. Eastpak claim it was delivered to a house so won’t refund or replace! Not my house or a neighbour!! Appalling service, will never order from them again!

ordered a suitcase... received an 'update' email 2 days later with no information on it - just said 'your order was updated'. when I viewed the order, the suitcase showed as 'removed' with no explanation. called customer services 2 days after this - they said the item was out of stock. despite this, it was still available to purchase on the website 4 days later. couldn't tell me whether other items were in stock and weren't really able to provide me any info - just told me to call up john lewis and ask what they had in stock.

please update your website properly eastpak.

This is the third time I have sent this backpack to the repair centre, and once again I had to pay for the shipping myself. The result is always the same: the backpack is returned “repaired,” but it breaks again after just one week.

Not only is the product of poor quality, but the repair centre they use is clearly unable to fix the issue properly. This has been a very frustrating experience. Instead of replacing the backpack with a new one, I have to keep sending it back and forth, paying courier costs each time, only to receive a broken backpack again.

This is the worst product I have ever bought and the worst customer service experience I have had. I would strongly advise others to avoid buying these products.

I purchased two different sized suitcases with the view to returning one, and then read the reviews on here : (.
I first tried the online returns which didn’t work, so I followed up with an email and phonecall. The phone was answered quickly and I spoke to a nice person who said that they could arrange the return for the next day. Unfortunately no return was organised and I ended up having to call two more times and email again to arrange the return, but did eventually get it sorted and had a quick refund. The bags are great but they need to be more efficient with the return process in this day and age.

Unfortunately the customer service at this team is useless. They really need to get a proper team in place that’s cares of making sure they are providing customers with an actual service. They confirm they have done something and no action is ever taken. I bought two suitcases from them and have been trying to return them for over 3 weeks, one item was collected rather than 1 as they didn’t inform the courier company it was 2 boxes and despite the item being in their warehouse for over 8 days they still haven’t provide me with a refund. Claiming it’s 10 days, which in all honesty is a joke. If you’ve got the goods process the refund. I’d avoid at all costs and look to order from a much better retailer where you will get a proper service.

I returned a bag according to Eastpak's procedures, but they did not process the claim and did not give me a refund. I got generic AI-sounding messages in reply to my request for refund. Luckily, I purchased through Paypal, and Paypal recovered the refund from Eastapak.

I received an Eastpak backpack for Christmas 2017. In 2025 the zip broke after regular use. I consider this regular wear and tear.

I took it back to the Eastpak stand at John Lewis with the receipt, despite the United Repair Centre saying that I could return my item for repair there they did not take it so I had to pay over £5 postage to send it off for repair.

Eastpak's repairs contractor then advised me that a broken zip is damage, so I would have to pay £40.44 to get it fixed. A like for like replacement is £44 on Eastpak's website.

Therefore sending my backpack back to be repaired under what I thought was a 30 year warranty, has cost me more than buying a new backpack.

The wheel broke when i was abroad, making the baggage very difficult to shift, and before I left the combination lock jammed, and could not be sorted out with the helpful call centre. These two aspects are the most important moving parts of a heavy bag - a broken wheel probably reflects the quality of the wheels components - which were clearly very poor - and cheap. The bag is only 18 months old, and was used on only two foreign trip abroad. I would hope for at least 5 year usage for a piece of mediumly priced baggage.

Links to unsubscribing from emails do not work. No way to unsubscribe. Having read the reviews of the bags - I now have my fingers crossed that the ones I bought a couple of years ago remain in good order!

Trying to source replacement wheel for my Eastpak
4 wheel soft shell large bag involved several emails and receipt of several bot replies referring me to Eastpak Sustainability Policy ;-<
Wheels are not under warranty.. fair enough but this cannot be considered to fit with sustainability: "Unfortunately, we are not shipping spare parts for self-repair as this is against the Company rules."
The bag has many years of use left in her, so I then asked for guidance as to where to buy replacement wheels online as it is difficult to select ones that would actually fit. I then received another bot reply for the info to determine if the repair is under warranty. Infuriating!

I had to pay out of pocket to send my backpack to a repair center in Poland, and the processing time was extremely slow. A 30-year warranty like this is basically meaningless. On top of that, the quality of the Eastpak products I recently purchased is very poor. I will not be choosing this brand again in the future.

Really smooth and positive experience. Purchased on Sunday, delivered on Thursday to the UK. Was kept up to date with tracking every step of the way. Having read the reviews left by others, I was very hesitant to order, but took the chance, and I'm glad I did. Great service and experience and the quality of the bag is second to none.

Pointless 30 year warranty which covers basically the soft bits of the bag, the bits that won't go wrong, but not the wheels. I will say the bag is a few years old, but not used hard- perhaps 2x per year. Wheels are broken and need replacing. No truck with Eastpak- I offered to pay, they just say they can't help- not replacable due to lack of parts. Hmmm, what are they making the new bags with??? This bag is still on sale.

Ordered a bag which they claim was delivered but never received - don’t even know what house they delivered it to. They claim it was delivered to a house so won’t refund or send another! Not my house or a neighbour!! What a joke never will order from them again!

I made the mistake of not reading the reviews before ordering a Large Tranverz Upright. On the first use I went to unpack and the code I had used for the combination lock did not work. Stuck on a cruise ship with all my clothes in the case I spent two hours trying every possible combination without success. With no alternative I requested that the ships maintenance guy force the lock which he did with little damage. The case was returned to Eastpak under guarantee, who stated that because the case was damaged by a third party it was not covered by the guarantee; completely ignoring the fact that it was faulty in the first place.
Fortunately I had purchased the case from a reputable company, London Luggage who replaced the case without question.*****

My case was faulty, I returned it in April and I still haven't got a replacement or a refund and am getting no response from customer service now. I'm out of pocket and have nothing except frustration to show for it. Think carefully before you buy!

Wish I’d read these reviews before buying. Wheel damaged and it’s impossible to get anything from Eastpak. Won’t repair it (I followed the website and sent it to their repair destination in London). Emails say it’s repaired but arrived back with a note ‘sorry, can’t repair’! Won’t send me a new wheel to repair myself (offered to pay). Utterly frustrating and useless. Have replaced with Briggs & Riley. Will not buy again.