The site was nice and easy to navigate. It had good photos of the merchandise. I ordered an item from eBags.com and it took longer than anticipated to receive the item. I had to actually contact them to find out about the delay. Then when I finally received the item, it was missing a piece. Nothing on the packing slip indicated anything missing or when to expect the balance of my order. I contacted them and customer service was very nice and professional on the telephone, promising to have the missing piece shipped to me as soon as possible. I heard nothing for 2 weeks. Once again, I contacted them, and customer service said they would "send a message to the warehouse." That’s it. No assurance, no apology, no accountability. No estimated date of shipment. They did not offer to contact me to update me on the issue. I asked this time for a date I should call again if I have not heard anything. They told me 5 business days. After business day number 6 came and went without any word from them, I once again placed a call to customer service. I explained the situation once again, and I was finally told that the missing piece was on backorder. I did wonder how just a piece of my item could possibly be on backorder if they don’t even sell this piece by itself? Once again I was told they would send a message to the warehouse. I asked to speak with someone in the warehouse directly and they said, "Oh, we can’t do that!" like I was asking the impossible. Finally, 3 months after I placed the original order, I received the missing piece. My advice to anyone who makes a purchase with eBags: Don’t be in a hurry to receive your order, check your order thoroughly when it does arrive, and be prepared to be proactive in contacting them on a regular basis if there is anything wrong with your order.