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.