Bagsmart Reviews 

We have not received our order and the tracking number does not work. Online support is AI and does not answer questions. I don't think this is a legit site. Be wary

I am trying to ship a luggage set as a Christmas present for my son to my daughter-in-law, so I have different shipping/billing addresses but my credit card is active and in good standing. I don't understand why this keeps happening! I make frequent online purchases and have never had this experience.

I have tried to place orders with this company twice! Both times I received immediate cancellation:

Order #BS----- was canceled because of unforeseen circumstances and your payment has not yet been refunded.

This has happened TWICE!!

I attempted the purchase on 11/19 and received the same response:

Your order has been canceled

Order #BS------ was canceled because of unforeseen circumstances and your payment has not yet been refunded.

The first time I contacted support, I got bot-generated response that DID NOT address the problem. It just offered useless links to items such as "Can I cancel my order?"
It took several times of me responding to the support team to get a half-baked explanation: Our automated system flagged your order for cancellation due to detected unusual activity. This is a standard security measure to protect our customers ...
We apologize for any inconvenience this may have caused. If you would still like to purchase the items, please feel free to place a new order. For further assistance, you may contact your bank to inquire about the refund status or reply directly to this email.

I could see this once, but twice?

I have yet to receive a response to my second request for support.

They constantly send me spam emails. It's really annoying. I've tried unsubscribing but it doesn't work.

What a terrible experience! I'm trying to return unused, unopened bags but I just keep getting instant bot replies with my own message back to me from customer service. The first email asked me for more "detailed" photos... um? I sent a bunch of photos and my photos can be zoomed in to the tiny details, which even THEIR OWN WEBSITE DOESN'T PROVIDE. This site needs to be known as a scam website.
Edit: Even though they've replied to me below, and I have tried reaching out to them many more times, I still get bot responses constantly. Worst company ever. AVOID THIS COMPANY.

I have tried to contact Bag Smart over 5 times now regarding a return. The items still have tags attached and have all packing intact. Every time I send an email, I get a bot response instantly that just copies what I have written to them. I am not happy and would recommend that you purchase bags elsewhere. They guarantee refunds on unused products in perfect condition. Seems like a scam to me.

This place needs to be reported and website taken down , they are robbing people blind . Look at all the reviews and the AI generated response back from them . They are crooks , they have no integrity and no interest and what people are saying about them . Well time to report them to BBB they need to be investigated. I almost ordered off TIk Tok but what worried of exactly this and low and behold the actual business took my money instead . What a joke .

Ordered a backpack with great reviews, 3-7 day delivery. Still waiting… they use the worst courier company imo (Evri), and then when you try and contact customer services they say there is a 72 hour delay in answering. Not good enough for a product that costs over £100. Hope it arrives before I travel on Wednesday but not confident and not reassured that the company care. Go elsewhere

Do not buy from this website took weeks to come. Even though it said it's 3-7 days delivery. Then when I asked for a return slip so I can send the bag back as it was no
Longer required due to how long it took. They replied with how about we refund you 70% back because the fees to china for it be sent back are big. Don't bother buying from them.

I have tried to reach customer service three times with no success. Have realised that I made an error on the postcode I put through which is why the bag isn’t being delivered. The courier says I need to resolve the issue with the sender but they won’t get back to me.. Bagsmart please respond this is awful customer service!

I ordered a Blast bag on the 29th September ORDER #BS202516123UK - and this still hasn’t arrived by the 8th October, as I travel on the early morning of the 11th October. I have emailed the UK customer service address twice - one five days ago and two days ago with no response. I have also emailed today asking for the return address , as I will be returning this once I get back. This hasn’t been a smooth customer experience.

What should have been a simple cancellation turned into a nightmare due to BagSmart's absolute neglect. They were completely unreachable and unresponsive for days, ignoring my emails while my unwanted package shipped out. This demonstrates a shocking disregard for customer care. If you have any problem with your order, don't expect any help from BagSmart. They simply do not respond. A one-star rating is generous for this level of non-service.

Update:
It is now October 10th. I have been waiting for a resolution since I first placed my order on September 30th. Briefly, I thought I was making progress when a real person replied to my email. But that was a false dawn. It has now been days without a follow-up, trapping my request in limbo. The complete lack of a solution after all this time is unacceptable.

If I could give it 0 stars I would. They kept telling me my bag had been shipped even know my tracking for 6 days showed label created and never updated after that.

Then after 6 days I emailed and they said it was lost in transit. After contacting Australia post they said a label was created it was never posted. It left me with no time to arrange another bag for my trip.

They have said they would issue a refund but I don't believe them. $198 and received none of my order still it's been days now

Got a scam email from Bagsmart to download app. Scary that there seems to be some security issue

I have tried contacting customer service to return an unused backpack that I do not feel meets the quality or functionality of what I’m looking for. I used the customer service contact email : service@bagsmart and sent the requested information such as the order number, why I need to return, attached photos to show condition of item as new and unused. It was a system generated response with asking for the information I just sent. No links other than to “Articles “ explaining the return process. Then I found other messaging feedback options but again just a canned response from their autogenerated system. I would just like to know where to send the item and what restocking fee is required. I’ve never had trouble returning an item from a reputable company that stands by their products so I can only assume this company is a scam. DO NOT BUY FROM THEM!

DO NOT PURCHASE from the website! I read the reviews and the quality is good. However, the bag I received is too small. What should be a simple exchange is an expensive, hassle, They MIGHT take care of an exchange at my expense? The product is unused and frankly, I plan to blast this company at every opportunity. I just wasted $65. As another reviewer mentioned, it costs $25 to send back. There is no phone number and the email address generates unhelpful generic information. VERY UNHAPPY 1 time customer.

Customer service sucks and return policy is horrendous.
I ordered a bag that I wasn’t 100% sure would be what I needed. Turns out it was too small. No big deal… or so I thought. So I contacted customer service (which is just a bot by the way, not a real person) to initiate a return. They gave me the following options: (1) keep the bag and get a 20% off coupon; (2) keep the bag and choose a free bag; (3) replace the bag for the same one; (4) keep the bag and get $10 back; and the unbolded and hidden option: (5) return the bag to a designated address, but the catch is that the customer is responsible for the cost of shipping. All I wanted was a full refund. I began the return process only to find out that the shipping cost was $25. The bag I purchased was $45.99. That’s almost half the cost of the bag! Also, it was to be returned to a random address in NJ to “Louis Chen.” So I was sort of forced to get the free bag, which was valued at $35.99. I am very unhappy with Bagsmart. A free bag can’t schmooze me. Also, the bag quality was not impressive. I would never buy from Bagsmart again.

Excellent customer service.

I bought a bag from Bagsmart and accidently entered the wrong address. The product has already been shipped when I realised. Although already in transit, Bagsmart arranged for the address to be changed and had the bag sent to the correct address. Product is excellent and service is even better.

Customer Service is a joke. Their "Love it or leave it" guarantee is misleading. It took multiple emails (Ignored) and I finally got a response on Facebook. They claim I refused their email reply (How would I even do that?) and want me to return my item to some guy named Louis Chen at a street address in NJ. Then they MIGHT give me a partial refund and I have to pay for the return shipping. Ummm sketchy?

Purchased bag, compression cubes and lunch bag, all great quality, def reccomend. Was missing item though this was potentially fault on my end, resolved and item sent out. Delivery quick, only negative was contacting and getting response from customer service. Though once done very helpful and quick.

Bought the Water Bottle Sling bag. It's exactly what I was looking for. The product description states that it has velcro on the back pocket to keep items secure.

When the bag arrived, I noticed there was no velcro in said pocket. Annoying that if I put an item in a pocket, it could fall out or be pick-pocketed when traveling. I wrote the the company soon after receiving the item. A few days later they told me to send them pictures of the batch number on the product as well as pictures of the defects. Last I received that email from them was July 31, 2025 and now a month later after sending them ANOTHER email saying I haven't gotten a response from them, I had to send ANOTHER email to the original service email bitching that they've ghosted me on a product they screwed up.
I really want to get the Blast backpack, but if this is how shitty their service is, why would I bother? AND I can't leave a review on their website under the product! Even if they use a third party to verify purchase, many companies do and yet you can still write a review. Red Flags