Reviews Analysed
20
We Collect & Analyse Reviews
Eastpak
Experiences & Reviews
Eastpak is an international brand that designs and sells backpacks, rucksacks, luggage and travel accessories through its own online store and a network of retailers. The range covers casual daypacks, trolley suitcases and travel bags, and the brand publicly documents warranty and repair options for consumers. People researching Eastpak commonly look for product durability, warranty handling and delivery/returns experience.
Overview & Key Metrics
Positive Sentiment
15%
Latest Review
18d
Overall Rating
1.6
Our Analysis
🎯
Service quality
Most reviews describe long repair times, refused warranty cover and delayed refunds; a minority report prompt, satisfactory replacements.
Share
Weak
21%
💰
Value for money
Several reviewers say items felt overpriced given faults and refund outcomes; a few cite reasonable pricing and long-term durability.
Share
Weak
9%
⚡
User experience
Many customers report problems with ordering, delivery and returns processes; some note smooth ordering, fast delivery and clear tracking.
Share
Weak
16%
🔧
Product quality
Frequent complaints concern broken wheels, faulty locks and torn seams; a smaller group reports durable daily-use bags and robust zips.
Share
Weak
17%
📞
Communication
Common issues include no responses, generic emails and lack of updates from warranty teams; a few reviews praise consistent tracking updates.
Share
Weak
15%
⭐
Overall experience
Overall impressions skew negative due to warranty, delivery and communication problems; a minority of reviews describe a fully positive experience.
Share
Weak
22%
Our Independent Methodology
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Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 20 verified reviews (September 2025).
Really smooth and positive experience
"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...."
Steve
Trustpilot
Sep 30, 2025
Featured for: fast delivery and quality praise
Great customer service
"Strap on rucksack broke and was sent back under warranty. Rather than carry out a repair..."
Richard
Trustpilot
Sep 30, 2025
Featured for: warranty replaced item successfully
Pointless 30 year warranty which covers…
"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..."
SA
Trustpilot
Sep 30, 2025
Featured for: warranty excludes wheels complaint
Never received bag !
"Ordered a bag which they claim was delivered but never received - don’t even know what house they delivered it to. They claim it wa..."
Esther Grant
Trustpilot
Sep 30, 2025
Featured for: claimed delivered but not received
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 20 reviews
All Customer Reviews
Sources: Trustpilot (20) · Quotes shortened · As of: September 2025
c
caesar zheng
trustpilot.com
Sep 30, 2025
too bad
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...
S
Steve
trustpilot.com
Sep 30, 2025
Really smooth and positive experience
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....
S
SA
trustpilot.com
Sep 30, 2025
Pointless 30 year warranty which covers…
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...
E
Esther Grant
trustpilot.com
Sep 30, 2025
Never received bag !
Ordered a bag which they claim was delivered but never received - don’t even know what house they delivered it to. They claim it wa...
T
Tim Tasker
trustpilot.com
Sep 30, 2025
Worthless guarantee
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...
M
Marika Ireland
trustpilot.com
Sep 30, 2025
My case was faulty
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...
F
Frank Atterbury
trustpilot.com
Sep 30, 2025
Avoid. Wish I’d read these reviews before…
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...
W
Whittle Andy
trustpilot.com
Sep 30, 2025
Bought a case in October and after only…
Bought a case in October and after only one holiday one wheel is starting to disintegrate. Apparently, this is not a warranty issue. The other 3 wheel...
O
Ondrej Faltin
trustpilot.com
Sep 30, 2025
The warranty department - useless
The warranty department (based in Poland) told me that a broken wheel on a suitcase is not covered by the 30 years warranty. They made me pay £21 on 2...
A
Arnie Badami
trustpilot.com
Sep 30, 2025
Eastpak claim a guarantee for 30 yrs
Eastpak claim a guarantee for 30 yrs. our bag handle broke on its first use. Sent back to Eastpak. Absolutely no communication. I had to chase and cha...
J
Jon
trustpilot.com
Sep 30, 2025
Stylish, durable Eastpak products
I have made numerous purchases from Eastpak’s website, been very happy with all of them and not returned anything nor had any issues. The online store...
M
Minjolle
trustpilot.com
Sep 30, 2025
Credit card charged but no order registered
I ordered a bag online, my credit card has been charged but I never got a confirmation e-mail and as I called the hotline, several times, t...
R
Richard
trustpilot.com
Sep 30, 2025
Great customer service
Strap on rucksack broke and was sent back under warranty. Rather than carry out a repair...
C
Chris
trustpilot.com
Sep 30, 2025
Ordered from eastpak - item never received
Ordered from eastpak, item was never shipped when I emailed them all I go...
c
customer
trustpilot.com
Sep 30, 2025
Bag did not arrive, customer services are impossible to get hold of
I ordered a school bag for my son, which did not arrive. I cannot get hold of Eastpak's UK customer services - they do not answer e-mails (through a f...
A
Andreas Jörris
trustpilot.com
Sep 30, 2025
6 weeks sins returned item and still waiting for refund
Suitcase never arrived as I done a mistake in the delivery address. Never the less I did not need it anymore and they said I...
S
Serge Meulenbelt
trustpilot.com
Sep 30, 2025
Disappointed by Eastpak Warranty Process
I’ve been a loyal Eastpak customer for 25 years, always impressed by the quality and durability of their products—until now. I recently purchased a TR...
m
montabella
trustpilot.com
Sep 30, 2025
Don't believe the "30 Year Warranty"
Don't believe the "30 Year Warranty" on Eastpak backpacks. I think this representation is akin to fraud, at worst /or false advertising, at best. We s...
M
Malaka
trustpilot.com
Sep 30, 2025
Return the bag as it was not in the…
Return the bag as it was not in the quality as expected. But n...
A
Alice
trustpilot.com
Sep 30, 2025
Broken suitcase wheels with no replacement options
Wheelie suitcase wheels broke after a few years- not covered by '30 year warranty' and no replacement parts for sale on website. The case is now no lo...
Conclusion
The reviewed sample shows recurring problems with warranty handling, repairs and delivery or refund processes. Multiple consumers report broken wheels, faulty locks or torn seams that were not resolved through warranty channels. At the same time a minority of customers describe fast delivery, clear tracking updates and successful warranty replacements. If you are considering an Eastpak purchase, keep proof of purchase, note the warranty procedure and confirm repair or replacement policies before buying. When possible, compare buying direct from Eastpak with established retailers who may assist with returns or exchanges.