Reviews split into two clear tracks. Many describe slow or failed returns, refunds, and repair handling. Others mention durable backpacks, working zips, and fast delivery. The overall picture pairs frequent after-sales headaches with occasional strong product performance.
Examples from available reviews (Sep 2025 – Mar 2026).
Returned item and still waiting six weeks for a refund without replies.
“6 weeks later still no money returned”
Repair centre couldn't fix wheel and refused to supply replacement parts.
“Utterly frustrating and useless.”
Quick delivery with clear tracking and excellent bag quality.
“Really smooth and positive experience.”
Sent broken rucksack under warranty and received a brand new replacement.
“Eastpak decided to send a brand new rucksack to replace it.”
Service problems show up in many reviews. Customers mention long waits for refunds, returns that never get processed, warranty claims turned down, and paid repairs that don’t fix the issue. A smaller set of reviews describe replacements that went through or problems resolved on time.
Several customers say repair costs or delays made fixing the item not worth it compared with buying new. Some reviewers report partial refunds or refunds lower than the purchase price. A few comments point to good long-term value, but they appear less often than complaints about repair expense.
Ordering and delivery get mixed feedback. Some buyers praise fast shipping and clear tracking, while others report card charges without confirmation, items that never shipped, and long waits to get money back after a return. Website complaints are fewer, but include missing spare parts for self-repair.
Reviews often point to mechanical failures, including wheels, handles, locks, and split seams. Several reviewers also highlight durable backpacks, reliable zips, and long-term use as a clear upside. Problems with small moving parts come up more often than issues with fabric or stitching.
Many reviews describe unhelpful replies, automated or generic responses, and policy-based refusals to provide parts. Customers also mention broken unsubscribe links and trouble reaching support. Clear, personal replies appear only rarely.
There’s a sharp split between many low-rated service experiences and a smaller number of high-rated product or delivery stories. Some reviewers praise performance and shipping while still criticising after-sales support. Final ratings often depend on how a post-purchase problem was handled.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (27) · Quotes shortened · As of: March 2026
Returns required multiple calls and emails but were eventually processed and refunded.
“The bags are great but they need to be more efficient with the return process in this day and age.”
Customer service failed to process returns and refunds promptly.
“the customer service at this team is useless”
Followed returns procedure but Eastpak did not refund; PayPal intervened.
“I got generic AI-sounding messages in reply to my request for refund.”
Repair costs exceeded replacement price despite claimed 30-year guarantee.
“has cost me more than buying a new backpack.”
Wheel and lock failed after limited use and support couldn't resolve issues.
“The wheel broke when i was abroad”
Email unsubscribe links do not work and cannot unsubscribe.
“Links to unsubscribing from emails do not work.”
Received bot replies and policy refusals when requesting replacement wheels and guidance.
“Unfortunately, we are not shipping spare parts for self-repair as this is against the Company rules.”
Repair costs and slow processing made the warranty effectively meaningless.
“A 30-year warranty like this is basically meaningless.”
Quick delivery with clear tracking and excellent bag quality.
“Really smooth and positive experience.”
Warranty did not cover broken wheels and replacement parts unavailable.
“Wheels are broken and need replacing.”
Company claimed delivery but refused refund for undelivered order.
“they claim it was delivered but never received”
Combination lock failed and warranty claim was rejected as third-party damage.
“completely ignoring the fact that it was faulty in the first place.”
Returned faulty case months ago but still awaiting refund or replacement.
“I still haven't got a replacement or a refund”
Repair centre couldn't fix wheel and refused to supply replacement parts.
“Utterly frustrating and useless.”
One wheel disintegrated after limited use and warranty denied as wear.
“one wheel is starting to disintegrate”
Paid for repair yet suitcase has still not been returned.
“I have still not received the suitcase.”
Handle broke on first use and refund was delayed and partial.
“I receive a refund less than the price I paid.”
Multiple long-term purchases have proven durable with good design and quality.
“durable with quality zips”
Card was charged but no order recorded and refund pending.
“my credit card has been charged but I never got a confirmation e-mail”
Sent broken rucksack under warranty and received a brand new replacement.
“Eastpak decided to send a brand new rucksack to replace it.”
Item never shipped and support replies were generic and unhelpful.
“item was never shipped”
School bag did not arrive and customer service was unreachable.
“I ordered a school bag for my son, which did not arrive.”
Returned item and still waiting six weeks for a refund without replies.
“6 weeks later still no money returned”
Seam tore after one use and warranty process has been confusing and slow.
“the lining/seam tore after just one use”
Backpack returned unrepaired to wrong address despite paying for warranty service.
“They returned it (to the wrong address) without addressing anything”
Returned bag but no refund received despite repeated promises.
“Keep saying after 10 days but never return money”
Suitcase wheels broke and no replacement parts are available, rendering it unusable.
“no replacement parts for sale on website”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Eastpak designs and sells backpacks, luggage, and travel accessories for daily use and travel. The range includes daypacks, school bags, rolling suitcases, and travel organisers. You can buy through Eastpak.com, authorised retailers, and specialist travel stores. Eastpak runs customer support channels and supplies replacement parts and accessories through its retail network.