Bagsmart Reviews 275

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

I love the designs of the compression travel bags but , they need to reconfigure the design. Recently bought 2 sets and 2 of my bags are starting to tear in the same spot. Along the area where the.netting is

Ordered backpack 4 weeks ago, still under processing, no sign of delivery. when I've tried to contact the company, there is no response. I believe I have been scammed and advise caution to others.

According to their website you email auservice @bagsmart .com for a refund. Purchased a bag here that does not keep it's shape AT ALL like advertised so am wanting to return it. I've sent FIVE emails to the email above requesting a refund.. all five come back with a bot email, with an article from their website. Even worse, here's the email that came with that article link:

Hi customer,

Thank you for reaching out to Bagsmart.

Your request has been received, here are a few articles that might help solve your problem:

（Please note that only when you click "No" will your issue be transferred to an agent for reply.
）

--

I click 'no' on the article. Then nothing. No pop up window or anything forwarding me to an agent NOR a notif window. What gives?? How do I get a refund???

Order #BS2025105766AU - please fix and offer full refund!!

So far very disappointed.
I do like the product but the colour was very different and so I have requested an exchange.
The returns portal is RIDICULOUS and sends you round and round in circles with nothing but automatic replies. VERY DISAPPINTING AS THE PRODUCT APPEARS OK!
I would not buy from this website again if I was in any doubt about having to return it!!
I will update this review if I actually get a response from the company!

The low marks relates to the customer service. On checking the tracking, it showed 'hand over failed to overweight package ' at the airport in China! A concern. On contacting customer service as I hadn't received the bag. They told me, to my dismay, it had been delivered and to check with neighbours. I sent email after email, with screen shots of THEIR OWN TRACKING. showing it never left China. Some idiot, kept sending me a screen shot of the bag being delivered to a 2nd floor warehouse....obviously, not my address. Clearly, it had been returned to the supplier because they hadn't paid enough for the package to be sent. They must have sent the screenshot 6 to 8 times, brain cells obviously not necessarily to work for customer service here. Eventually, another email came saying a replacement had been sent and would I like to do a survey on how good and clever they were....uh, NO.
Bag eventually turned up, too late as I'd been and come back from my trip but cannot face the time or anguish of contacting anyone from Customer Service to arrange a refund. Retraining of staff an absolute must. It really does amaze me how some people are employed, I certainly wouldn't give them a job
This is an update. After reading my disappointment with the service, customer service contacted me and offered me a 50% refund for my inconvenience. This has now changed my marking as the bag, which is good, was not the issue

I would never purchase an item from this company again. Customer service is terrible. I keep getting a response that they will respond in 24 hours and that I need to be patient. They offered alternatives to return and refund that I wasn’t interested in. The backpack did not meet expectations.

I like the backpack bags I got but I don't need a tote I ordered and trying to reach customer service is making me crazy! Each email I send comes back to me with just my message quoted in it....nothing from customer service. No instructions or return steps. It's like I'm in grade school and other other person is literally repeating my sentences word for word and nothing else. I don't know if I'll ever get a reply...and it's so frustrating. I've tried a new email, tried sending a message from the website. They all get merged into the same ticket and nothing changes. Arhggg

Edited to add - after posting this review, customer service finally replied with something helpful. I was given instructions how to return the bag - but return shipping is on me (to an address in New Jersey) as is sending the return info to Bagnet since they don't provide a shipping label.

I ordered two items. backpack that really loved however the second item did not. It was super difficult to return and get a refund each time I would send a email they would not answer directly and pushing for me to keep that second item even though did not want. I wanted my full money back as I was within there return policy. It took 4 emails until they final gave me the return address and accepted that I return. I also had to pay for shipping which was more then half the price of item. I would not recommend Bagsmart.

The overall design and capacity is fine, but there is some lack of space when you put in jewelry.