Bagsmart Reviews 

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.

Bagsmart stands behind their products. Their customer service team is committed to resolving all issues and I am a happy and loyal Bagsmart customer!

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

I had some issues with a damaged delivery and shipping issues and the customer support was exceptional. They were very thorough with the situation but also very understanding when I ran into issues with my local UPS store closing down. Overall, they were very helpful and the agents I spoke with were fantastic.

Placed an order 5 days ago. They reply saying they will send shipping details. They then say the order has shipped with no shipping details. They say you can track on the website. However it just says no order found. No responses to emails. Great company.

I'm truly impressed with the design and quality. This backpack is so well made with lots of pockets for storage. Every detail is impeccable.
Excellent customer service. Responsive, friendly and helpful team.
I purchased it on Saturday night, when I realised that the carry-on bag I already had was too heavy and I needed a light and spacious backpack to travel next Friday. I knew it would be risky to purchase something online. The chances of receiving it in four days (by Thursday) were very small. Even so, I took the risk... and guess what?!… I got it delivered Tuesday. Two business days. Oh, wow! I’m very impressed and I’d 100% recommend Bagsmart!

I absolutely love this company. In January i bought a bundle set of a carry on and a book bag that i absolutely loved. While traveling internationally, my bag got stolen. Customer support sent me a new bag and offered me a discount to replace my items, they are an incredible organization. I would recommend 10000/10

I’m really impressed with the customer service provided by Bagsmart. I recently purchased the crush toiletries bag but the third party delivery service never delivered my item. I contacted Bagsmart via email and within 24hrs they responded, had investigated the tracking and identified it had been lost in transit. I was offered multiple solutions and very pleased that they resolved the problem by issuing me a refund. Good, efficient, fast and easy customer service is what keeps me coming back to a company because it gives me trust in the company ethos and the products. I have previously purchased the travel backpack from Bagsmart which I use for travel overseas and I absolutely love it. It is the best backpack I have ever purchased and makes packing carry on luggage so much easier. I definitely feel confident to purchase from Bagsmart again in the future.

Quick response and resolution by the Bagsmart team. I had an issue with an order and they quickly resolved it. I appreciate it!! Great customer service.

The rolling backpack bag is so well made with lots of pockets for storage. The customer service team is responsive and accommodating. They were on it when I had an issue that needed to be resolved. I would definitely purchase from them again in the future.

Once my order was placed, I realized it was not being shipped to the right address, but coming to me. I frantically tried getting it corrected, but was unsuccessful. In another attempt I finally got a customer service email and had immediate response from Alicia and then Ritz. They successfully resolved the issue and were more than kind!

​I purchased a handbag from Bags Mart at the beginning of February. It isn't even my everyday bag, yet after less than three months of only moderate use, the material on the handle is already severely peeling. The quality is incredibly disappointing for something so new.
​However, what is even worse than the defective bag is the absolute lack of customer service. I have sent two separate emails trying to get this resolved under warranty and the company has completely ignored both of them. I haven't received a single reply or acknowledgment.
​If a company sells a faulty product, they should at least have the decency to respond to their customers. Save your money and buy from a brand that actually stands behind its products and answers its emails. Strongly do not recommend.

The minimum order for "free" shipping is $50. The item I was going to buy was - conveniently - $49.99. I emailed customer support, and they refused to waive the extra penny, which, as you know, would mean I would have to buy a completely different product. I might have become a Bagsmart customer if this had been handled differently, but "support" just decided the best thing to do was to spout policy at me.

I reached out to customer service regarding the availability of an out of stock bag. I received a response the same day, which was very helpful since I’m traveling soon. Thank you Katie.
I bought one travel backpack Blast Pro 40 L travel backpack and will definitely recommend it to my friends.

Helpful customer service, fast shipping, and good quality bags!

Very excellent customer service. I ordered Blast travel backpack from Bagsmart and 5 days later I tracked the status from tracking number and it said already delivered but I didn’t receive it. I emailed them about the status and the service team got back to me right the way with the proof( pictures of the package in front of my front door). I emailed the service team and said sorry because it wasn’t Bagsmart’s fault. It seemed that my package got stolen. However, Bagsmart still offered me a replacement or a refund. I’m very surprised this and I chose the replacement. I got the replacement after 5 days. I love the product. It’s very convenient. I will definitely buy again from Bagsmart.

I realised I needed another set of the Bagsmart Compression packing bags. packing for 70 days, multi-time zones and seasons I needed better organisation.
With only 9 days until take-off I gave it a try.
What a surprise! I ordered on the evening 13th from regional interstate, my parcel arrived today 16th April.
Well done Bagsmart your Blast back pack and packing capsules are a must.