I have been an eBags customer since May 2012. And during that time, I had never had an issue with eBags. I recently moved to a new apartment building on a busy street that does not have a concierge. All deliveries are left in front of the door outside the building or just inside the building in the lobby (despite tenants request that packages be left in front of their apartment doors). I placed two orders with eBags for the first time from this address and I never received the orders. The first order was delivered when I was out of town and the second order never arrived. I contacted eBags to report the issue and a representative sent me a replacement order. After trying out the products, I realized I needed a smaller bag and sent both replacement orders back to eBags and ordered a smaller bag from eBags, which I kept and use til this day. Instead of refunding my original orders to paypal (the original form of payment) eBags gave me an e-certificate. I contacted eBags to request that the funds be put back into my paypal account instead of e-certificates. The first time I called, the representative told me that it would not be an issue and that I should see the money refunded within 5 business days. A week went by and I contacted eBags again two more times and was given the same response. I waited and then a few weeks later I get an email from Connie Hendrickson (sales rep) saying that the issue has been reported to their legal department and that I will hear back from her within the week. Another month went by without hearing for Connie, so I followed up with her myself. That same day I contacted eBags customer service again to find out why the money still had not been put back into my paypal account. The representative was in the process of applying the credits back to my accounts when she informed me that her supervisor would have to call me back. Later that day, an eBags representative called me and informed that she would return my money back to my paypal account, but that I would not be able to shop at eBags.com anymore. She said she contacted UPS and they told her I said I had received one of the packages. She said due to the conflicting information provided by me and UPS, eBags would no longer do business with me. I took offense to this because 1) UPS never contacted me about the lost eBags packages; 2) she said they told her I received one of the packages (which I didnt), but even if I did, what about the other three packages; 3) I contacted UPS myself after getting off the phone with the customer service representative inquire about the issue and UPS has no record of any claims made by eBags regarding my orders. It appears to me that the representative convinced herself that I made a false claim to receive free bags and behaved accordingly. The representative was extremely unprofessional. Not once did she ask why I returned the replacement orders. She assumed I was proving false information to her and that I had something to do with the missing packages. This was my first and only issue with eBags.com and to be treated like this after being a loyal customer was disheartening. At their representatives request, I will no longer be shopping at eBags.com and I will no longer refer my family and friends to the site. I really hope this is an isolated incident and that customers are not treated like thieves when they put in a claim regarding lost orders. Had the representative asked, I would have informed her that delivery theft have been an issue in the area. Some of my neighbors in my building and other buildings on the block have experienced thefts as well. Local law enforcement has received numerous complaints and are actively trying to remedy the situation.

***To add further confusion to the situation, I spoke with a different ebags customer service representative today and he informed me that his supervisor said they will no longer do business with me due to "excessive returns" (a different reason from what I was originally told). I didn't realize two returns were excessive. And why have "free returns" written all over your web page if you frown upon customer returns? One of the reasons I use online shopping is to try new products. If I am deciding between different bags, I order them, keep the one I like and send back the others. Is that not the point?

Save yourself time and do business elsewhere. There a more quality sites with better customer service than ebags.com.