I had a problem with eBags.com the other day and wanted to thank them for the way they handled it.

I ordered a laptop backpack from their website and paid using my PayPal balance. Their software’s checkout system was not working right. When I finished my payment it took me to another page asking for credit card number, etc. The money was taken out of my PayPal account, but no order was processed for me.

So when I talked to the customer service representative, he told me that I would have to put a new order and that I would get my original PayPal payment back in 3 business days. I was very upset that a simple PayPal refund had to take them 3 days even though the problem was with their software.

I told the customer representative that I would want my money back and was upset that they did not leave to their reputation and would let my blog readers know about this. I was actually surprised when I got a full refund before end of the day.

I’m not sure if they have still fixed their checkout problem. I’m a webmaster myself and very well know that these things happen. However, not everyone handles it as well eBags.com did. Before I had talked about cost of losing a customer and this is a perfect example of what good customer service can bring.

I will definitely order the backpack from eBags again (not using PayPal anymore though).

Thank you eBags.com.

This entry was posted on Saturday, February 14th, 2009 at 9:58 pm and is filed under Reviews. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.