Strandbags Online Store

AI team member "Rose" gaslit me. I could not find large, leather, crossbows bags on the website using the filters, but AI said they do stock them. A human would probably have sent me a link to the items available as they woul know how to filter for correct results. AI is not clever enough, so unsure why Strandbags would unleash on it's customers.

The incompetence of this place is so annoying. Firstly, I live in the city and when I order stuff online and they say 1-2 days I believe it because I've never had an issue with other suppliers. When ordering it said 1-2 days - perfect. So I order the item. Then i get multiple emails stating different things. Some to to do with the delivery… Read more

company running behind. Some saying 2-7 days some saying 3-7 days. I needed the order for Thursday. I cancelled because the customer service online wasn't helping me. Then I realised it said it was in stock in Chermside. I thought I would order it - it said usually ready 24 hours - and pick it up as it was in stock. WRONG - not in stock. Heard nothing. Rang up the store and they said they don't have it and they have ordered it from elsewhere. She said by the end of the week they should have the goods. I told her I will need to probably cancel this order. She said if not in today she will let me know. I'm tired to this place. I'm about to give up. And when something doesn't work multiple times, I will not go back.

Strandbags Online purchase experience (a first time customer) – I bought a carry-on bag recently from the Strandbag online store (Saturday, 30 Nov 24). It took almost 3 weeks to get the item from a "Click & Collect" (picked up 19 Dec). I had initially set the "Click & Collect" Strandbags store at "The Glen" but changed it to the store at "Waverley Gardens" on Mon (2 Dec) via Strandbags Customer Care. … Read more

Customer Care had been very responsive to my multiple follow ups w.r.t.the delivery status. As a result of a follow up Customer Care on 13 Dec, I received a call from the manager at the Strandbags Waverley Gardens Store. I was advised that the store did not currently have the item in stock and they had to secure it from another store as they were not able to get the item with a direct order to the "factory". Anyway, I finally picked up the item today (19 Dec), just in time for my trip shortly. In conclusion:

1. Strandbags Customer Care had been very responsive to my requests for assistance. 2. The Manager at "Waverley Gardens" Strandbags Store had been very helpful in securing the item and keeping me posted of the progress. Interactions had been very friendly.

However, there seems to be some issues with the Strandbags IT system and processes as it informed me that the item had been picked up today (19 Dec) from Stransbags at "The Glen" when it was actually picked up from the "Waverley Gardens" Store. It lacks an "End-to-End" process w.r.t. online purchases and delivery (closing the loop). Store to Store item transfers may also need some attentions.

In my opinion, "Amazon Au" Delivery and Logistics sets a benchmark for other companies.

Update (3 Nov 25): The Shop is now closed .. moved elsewhere?

Website orders – I just want to say I just finished dealing with myer online click and collect website and comparing to other companies it's the waste of all. But when it comes to Standbag I have found this company fast quick response to website orders,click and collect Astounding as the speed the staff contacting the customer to let them know the order is ready is unbelievable fantastic company well done Standbag.

Problem solving excellence – Issue w online purchase of my Evity Bowling bag - love it. Yamanto staff went over and above to resolve the issue. The bag is just perfect, the leather is so soft and I was amazed at how much I could fit in it.

Received a Birthday 10% off not a huge discount like the $10 off others give. Tried to buy the bag i liked; unfortunately it was on “sale” (still not what i would consider a cheap bag) so i could not use the voucher. Don’t want the bag that much, one sale lost for strand bags with a birthday ploy that is meant to increase sales.

Strandbags was my favourite shop but prices have gone up by a lot that I don’t think I get a good deal now. I used to be able to use my loyalty bonus to pay for any item now it’s for fully priced items only which seems like a scam. I’ve earned that bonus through my spending and the want to dictate how I use it so I don’t maximise value that’s… Read more

ridiculous especially when flybys, real rewards and every other loyalty program doesn’t put rules like this. I used to see really good discounts before but now it’s rare.

Ordered a bag online for click and collect local to me on the 23/09, website stated 3-7 days as the store didn’t have stock. Website also states if there is any delay they would contact me. Heard nothing and contacted them for an update via email on the 29/09, was told they had to get it from another store and should arrive this week. Another week… Read more

goes by and I try the chat option on the website on the 09/10 for another update. Get told it wasn’t in stock and needs to be sent from another store and will be another 2-5 days before it’s there, I respond with that’s what you told me a week ago and I’m still here waiting, they then offered to get it shipped directly to me for no additional cost. I accept and it’s shipped out and delivered to me 24hrs later. I don’t believe the store I wanted to collect from actually ordered it at all and had I not chased them up I would probably still be waiting for my order. I so far love the bag, will see how it lasts but the shopping experience and customer service was not the best and makes me rethink ordering online from them again.

All AI driven - zero customer care. Delivered to a wrong address. AI bots only on the website - says two mins until a person answers, but they never do. Emails - all AI - nobody reads or responds. Phone line is never open - always to voicemail and nobody listen or replies. They don't reply to social media messages either. Some of the worst customer care experiences ever.

Black Friday Sales DON’T DELIVER – Utterly disgusted by the situation we faced with Strand. Order placed and confirmed with an email 1 Dec, notified 6 Dec delayed, chased 17Dec left voicemail, no one ever rings back, sent emails but they are only replied to once a day about 24hr later and did not assist in any way in the order being sent or found. By 21 Dec gave up and requested a… Read more

refund by email. Went to a store and purchased one of the items for $20 MORE than we had online and the other was no longer available anywhere. Thanks alot. You should not hold Black Friday sales if you have no intention of supplying the goods.

Ripping consumers off – Brought a bag in the sales. received and email to provide security information which i provided. Two days later sorry you are not getting your bag. Purchase it again online and pay the full price now.

Aweful service – Awful shopping experience. Do not buy from them. They should be named strand dogs not bags. Once you purchase from them you will be stranded forever. Zero customer service. All sleeping not working. Stay clear of these buggers.

Horrible support – horrendous support. My suitcase wheel broke so I contacted support. even with multiple images of the broken wheel they wanted me to return the suitcase for a refund. Would be okay if it was something small, but i cannot walk a suitcase for 2 hours. They gave me the option of a 30% off retail price refund which I accepted, then the next support… Read more

email told me to choose from one of their options (which i already did). the next support email was them telling me that a seperate suitcase that broke a year ago they already refunded, despite me listing/showing in pictures a different suitcase that needed to be refunded. Whole process has taken 2 weeks and I’m still waiting. Support being this bad is enough to make me avoid the company

Very unhappy customer – I received my bag and whilst it was purchased as a Large bag, the bag was a medium size. There was no invoice enclosed with the delivery. I tried to return the bag to the Strand Arcade store in Sydney CBD. I intended to purchase a large bag and pay the difference. The customer service person stated there is nothing she could do as she had no… Read more

access to my account information on their database. She was hostile and when I asked her for the customer service number I was given a number for a greeting card company. The whole episode left me shaken and distressed as I had never expected such an aggressive response from a staff member. I wrote an email to Strand Handbags however the company did not take my statement seriously. I will not engage with this company again unless I am offered a replacement bag, that suits my requirements.

Horrible experience,bad customer service – I will never purchase anything from strandbags again, they recently had a 30% off travel sale, im looking for new luggage for my holiday, nothing wrong with my current luggage just its the 2 wheels and due to shoulder injury I want the 4 wheel luggage which will be easier for me to manage, I saw on their website the nere stori luggage and loved… Read more

it, I didn't know at the time the sale was about to end,I had put everything I wanted in my cart ready for payday to make my purchase, I don't have any savings I just recently made a big purchase and starting over saving, I then ordered another piece of the luggage that wasn't available online paid for it and went a picked it,that's when I found out the sale was ending on the Sunday a few days before I would be making my purchase, I contacted strandbags online told them my situation they replied and said if I bought it that day when I had already told them I can't make the purchase until Friday, they would then refund me the 30% it was very rude ,if they were going to do that they should have listened to begin with and not demand I buy on that day when I told them I could not until my pay day,and secondly I'm sure they could have given me a discount code or done something so I wouldn't be out of pocket paying full price and waiting for the refund, I replied to the person and never got a response I will now be taking the other item I purchased back get my refund and buy my luggage elsewhere

Terrible customer service and quality – TERRIBLE PRODUCT AND CUSTOMER SERVICE Review by Anonymous User I purchased a guess bag and it was two tones of colour. I notified strandbags and after multiple emails and back and forth I sent it back for a replacement after I was told to go into a store also. I had to take time off work to go to the post office. And ask to print the label too.… Read more

After over a week of back n forth emails they receive my bag only to tell me it isn’t damaged. It is meant to be two time. Why didn’t they mention this in the description and or before sending it back. What a waste of time

No update of delays, customer service issues, severe delays, and finally wrong item delivered – Never get anything delivered from Strandbags! I ordered a suitcases and got a message after a couple of days that it's unavailable and will take a couple of working days for them to arrange it. However, I didn't hear back from them for quite some time, and there were no tracking details for my order number in their tracking page. I contacted their… Read more

customer service (chat) and was again told that they are trying to arrange that suitcase which is unavailable, and will take another 5 to 7 working days. My travel date was nearing, and I would have chatted with them a couple of times regarding this. When I was thinking to cancel the order, I was told that they have shipped it. Since it was shipped, I decided to wait. Finally, the shipment arrived (3 weeks after the order was placed). To see, they've sens an incorrect one! Also, the the price of this is less than what I paid. Did they do this maybe to divert me and not make me cancel the order? Because there was a receipt attached with it, having the correct details. Don't they check when packing? Again, contacting them via chat and call were difficult. Finally, they asked me to fill out a form, pack the suitcase, and send it back, saying that they would send the correct one. Since I can't trust them anymore, and my travel date was nearing, I told them that I'll return it to the nearest store and get a refund. I got no reply from the chat. Hence, I closed it. Later, I received a mail saying that they had shipped the correct one. There was no tracking number. I had to reply back asking for a tracking number and telling them again that I want to return and get a refund. I got no reply for that. They just tried to keep me going on without cancelling. Finally I took that huge package and return it to the nearest store. It was so chaotic.

I have to add here, that other stores also had the EOFY sale for the same suitcase, and it's my bad luck to have chosen Strandbags.

Will never buy anything from them, nor recommend them to anyone! Beware of the delivery duration mentioned on their website. It's nowhere close to that! Customer service is poor, too.

Poor service with clock and collect system – I was purchasing a suitcase for my sister who lives very close to a store. As my sister is often not home click and collect seemed the best option and no shipping cost. I phoned her nearest store and the suitcase was available for the clock and collect. I went online to do this and after calling her back as the online wouldn’t let me do it even… Read more

though she had the stock it wouldn’t let me do it she thought when the stock got low. I had no choice but to pay for shipping and get it sent to her house. If you’re offering click and collect you need to have some better service because obviously this doesn’t work. Sales assistant was very helpful but sounds like it’s a fault in the system and then you get lumbered with a delivery fee. I contacted them via email and they just said they will pass it on to their team but I don’t imagine anything will change. Won’t purchase again

Disappointed- again! – After ordering a luggage set for hubby 24 months ago and poor communication and late products, we decided to try again with a school bag for our son. Shouldn't have bothered. Ordered an 'in stock' item for click and collect at our local store. Went in 2 days later to follow up and they laughingly told me oh yea we have that being transferred in,… Read more

it will be about another week. (Well after school begins) no response as to why it says the item was in stock at that store or help to source sooner from another store. Then tried to ring another local store for 2hrs the following day with no answer. Store was open and confirmed by the shopping centre concierge and 2 other stores were answering their phones but were unable to help. The poor communication after ordering is a let down and on two occasions now. And in stock items not actually being in stock is misleading.

Black Friday sales were a total flop. Over 3 weeks later still no luggage and I leave in 5 days. Very unprofessional! – Very average customer service at best. Ordered online on the Black Friday sales. Got an email saying to go pick up luggage at the riverton WA store. When I went in they told me my luggage hasn’t arrived yet???? Been in there 3 times since then and still no help. Customer service number just had a message service that says email them. After 9… Read more

emails I finally get a response saying I will have my luggage in a week. That was 2 weeks ago. My departure date for overseas is 5 days away and still no luggage. Very disappointing and frustrating. I’ve asked for a refund and they say that could take another 2 weeks. So I am out of pocket $600 and no luggage. THANK YOU STRANDBAGS FOR MAKING MY LUGGAGE BUYING EXPERIENCE STRESSFUL AS HELL. If they really cared they would have just airfreighted my luggage to me. 0 out of 5 for customer service. DO NOT BUY LUGGAGE FROM HERE AT ALL. They have 0 customer service! I actually give them 0 ⭐️

Re: Following on from last post – Regarding the lack of communication over my recent order of a suitcase, I actually managed to find another contact number for head office ( quite by accident googling, as this number isn't advertised). I got hold of a very helpful girl called Lisa who followed up my order and gave me a store to contact. Lo and behold the suitcase is now on the way. Kudos to Lisa.

Useless – Have purchased online on two separate occasions and BOTH times they haven't had stock, even though the website says they do. They wait 2-3 days before contacting you to tell you there's a delay. When you ask for a refund, they play dumb and say the goods are in transit. You literally have to get angry with them and call them out on being ignorant… Read more

and quoting the consumers guarantee act before you finally get the refund. Terrible company, terrible customer service.

Misleading advertisng – After ordering suitcase online and receiving confirmation, then told 6 days later they don't stock that item any more. No offer for a an alternative suitcase and simply refunded the money a week later. Poor customer service.

SCAM SCAM SCAM DO NOT BUY – I purchased an Antler suitcase and they sent me the incorrect bag, as I was limited for time pending an upcoming trip, I repurchased the same suitcase (being 2 orders). Which again, was unsuitable. At my own expense i sent both suitcases back to the store. I have received confirmation from AusPost they were successfully delivered and the store is… Read more

refusing to acknowledge my emails requesting a refund. There is also no customer service available to speak with when you call the number on their website. Im owed over $600. I cant get a hold of the company and Ive been waiting on a refund for both bags for over a month.

Horrible and unprofessional - AVOID AT ALL COSTS – I bought a suitcase as part of the EOFY offers on 19/06. I got an email that it's ready for pick-up on 30/06. When I went to pick it up, the showroom staff told me they haven't received it and they'll check with customer service. For the next week, I sent several emails, made many phone calls, and got nothing but silence. I went to the showroom… Read more

again after 1 full week and demanded an answer, and was told again that I should hear back from them within 24 hours MAX. The next day, I receive an unprofessional email just saying that my order is cancelled and will be refunded! So now I'm stuck with my travel date approaching, and I've missed all the EOFY offers from other suppliers, which will cost me an additional at least $150 if I'm going to buy a similar suitcase now.

Disappointment – Ordered online and opt for click and collect to which the website had said to be "In stock" at TWO local locations. HOWEVER I've been waiting for 3 weeks with no follow-up correspondence from anyone regarding my order UNTIL I emailed them myself which I was then told to wait a extra week (it's been a week) . I went into the store and they had 3… Read more

people working doing NOTHING and I'll I got told was we are waiting so maybe ONE MORE WEEK . that's not good enough ! Honor your advertisement and show some professionalism. It is beyond a joke to still be waiting near a MONTH on.

Overpriced and Ripoff – I purchased Samsonite lite cube prime last week and it was advertised as $1299 but when I showed the online and other store prices( including samsonite official site) the sales girl price matched it to $779. Please do your research before you purchase from Strandbags

Marikai Suitcases Terrible Quality – To give Strandbags credit they replaced my Marikai Oriano Floral 75 cm Suitcase Pink Rose with an American Tourister bag in Pink and I paid an extra $50. But I did have to insist that in my opinion it was poorly made and Not Fit for Purpose, given I took the bag Bne/Mel/Bne, it got a ding on the first leg, then on the return leg the zip completely… Read more

split and broke and I was lucky QF wrapped it up and I never lost things out of my bag. Pre Covid I travelled a lot. This bag has a 15 year warranty, but they are quick to point out that this does not cover airline damage. But overall the handle was giggly and kept dropping down and was in general very poor quality. So these reviews are good so at least you know what not to buy. In my case my partner gave it to me as a gift and it was less than a month old and its maiden voyage it was wreaked. So in my opinion they should construct bags to cope with baggage handlers not construct bags to look pretty and then break immediately. Yes if I did my research I would know this was not a great suitcase to get. Because this is Strandbags own exclusive line you should avoid buying them for check in luggage. Anyway just avoid this brand and go for the tougher brands that last like Samsonite.

Great service – I have made several online purchases, all arrived quickly. One wrong item sent was very quickly and professionally rectified. Couldn't fault the service & quality of products