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Business Profile

Online Retailer

Beis Travel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 81 total complaints in the last 3 years.
  • 24 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/29/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received a diaper bag as a gift. The zipper now does not work. They have a warranty policy. I sent them pictures. They only correspond by email. The bag is less than 9 months old. It is shown on the babylist registry. they are refusing to respond to me with a postage paid label. they keep dropping the chat window. they don't let me speak to a supervisor. they have no phone. there is no store to return it. It was a $148 bag and it now doesn't close. I would like to simply exchange it under their warranty policy. I see they have many complaints online. I can see why.

  • Initial Complaint

    Date:02/13/2023

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought two carry on rolling luggages and two weekender bags back in January 2023. I was able to use them 2/10/2023 and the carry on luggage was too big and we had to check it. The weekender bags were too big to fit underneath our seats and took up a lot of space in the overhead compartment. I emailed BIS 2/11/2023 expressing my concerns and asking for a refund and that I would even pay to send them back. That their online descriptions were false and the luggage is more or less garbage. They will not take back the luggage. All I want is my money back, these items were not cheap and they dont even work as carry ons! I had to buy new luggage at my destination, I am so upset and out over $500!! Please think twice before you purchase from Beis as they dont stand behind their products.

  • Initial Complaint

    Date:01/23/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a bag that looked nothing like the website photos. It was very misleading. I decided to write a review on the website expressing this. The first review was deleted by the company. I tried to write a 2nd to warn consumers, but that too was immediately deleted. They limit the number of 1-star reviews to post.

  • Initial Complaint

    Date:01/16/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased 2 pieces of luggage online from Beis Luggage on December 17th (order#*******) for $473.18. On their website they had offered a free gift with this luggage bundle but upon checkout I wasn't offered the gift. I emailed them on 12/18/22 to let them know I wasn't offered the gift to make sure they'd research and include it. They didn't respond to me for over 2 weeks upon which time I had already received the two pieces of luggage. They apologized saying they couldn't send the gift separately. After emailing them several times and even sending proof to them of their offer (included in this complaint) I was continually told they couldn't send me the free gift. This is false advertising. These pieces of luggage were gifts otherwise I'd be returning them. The company as good business practice should send me the gift promised (a black backpack with a retail value of just under $50.00). That is the resolution I'm seeking.

  • Initial Complaint

    Date:01/14/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 11/25/22, I purchased the Weekender Bag in Black for my daughter, (Order #****** for $92.35 including tax and shipping) because the Grey one was out of stock. I got an email when the Grey was back in stock, but I had not received the Black one yet. I tried to contact the company regarding cancellation/exchange, but could not get throught to them, I suppose due to the busy holiday season. I read the return/exchange policy so I decided to order the Grey bag too on 11/28/22, knowing I could return the Black one. When I initiated the return this week, they would only refund $77.40. When I questioned them, I was told the difference is do to shipping costs. That is not stated in their return policy. So then I decided to exchange the Black one for a Pink one because their website states exchanges are free of charge. BUT when I tried that they wanted to charge me more for the item AND shipping. This is from their website:" We believe in our products so if you're not satisfied with your order placed through www.beistravel.com, we will find a solution for you! The majority of our products can be returned or exchanged within 45 days (Effective as of September 26, 2022). We offer free exchange requests and easy returns so that you can shop with confidence. We also offer easy returns, minus a $10 handling fee. Returns will be refunded in the original payment method or store credit."They clearly state that they "offer FREE exchange requests....easy returns, minus a $10 handling fee." However EVERY email from them stated that I have to pay more. I am angry because I bought the bags BECAUSE of their return/exchange policy. I want them to honor their policy stated on the website.Thank you.

  • Initial Complaint

    Date:12/12/2022

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a Christmas gift for my father on ********* It was a carry-on suitcase and backpack. I was initially going to order just one due to the price but I decided on both as I would qualify for the free gift. I was never prompted to add the free gift and assumed I would be sent something. To be sure, the same day I messaged the company and they told me originally I didn't qualify. I asked how as I was over the **** minimum for the gift. They then changed the story and said there were limited resources (not true as more are on the website). Then told me to place a new order add the free gift and cancel the old order. I cannot do this as one of my items is now sold out. The chat person then said that the "option to scroll" is on mobile and not on desktop. I ordered on a desktop so was there a glitch? Not even sure what "option to scroll" means. I told them that this is false advertising that there is a large banner on the site promoting a Free Gift Over $200 and no way to find out more information on it as you cannot click on the banner. I asked if they could provide the funds to cover the free gift as they claimed they could not add it to my order and they said no. I was given the option of a 15% discount, however, the gift I would be receiving can vary from ******* and is high quality, and 15% is not a fair percentage especially since I can "spin the wheel" on the website and receive that price off. I was scared to let them know I would be filing a *** report in case they cancel my order and I have no gift for my father for Christmas.

  • Initial Complaint

    Date:12/09/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased item on Nov 4th. wished to exchange for a different item which I put in an exchange request, and requested a credit card return. Customer service person manually changed this to a return to store credit (which I haven't received) and sent me my return label. When I reached out about my exchange days after they have received my old item (Dec 6, signed off on at address) I was told by another associate an exchange was never requested. and today the original associate says they haven't received my returned item and the item I would like to get is now sold out. They are no longer responding to me

  • Initial Complaint

    Date:12/08/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered the bag November 12, 2022 (order XXXXXX). The first issue is that the bag I received is not what was presented on the website. The bag I thought I was ordering and what was pictured had silver hardware, the one I received had gray hardware. I'm subsequent emails the rep advised I received the "new design". Again, not what was pictured. I attempted to take the bag on a trip the week of Thanksgiving. I noticed at that time that there was an issue with the bag closing, but assumed I would resolve itself or was related to how I had packed the bag. As I was repacking the bag to return home, I had the same issue. The rigid wire frame that zips at the top of the bag does not meet on one side, making it impossible to zip by oneself. I notified the company of my problem on November 26, 2022. They requested photos of the problem, which I immediately provided. Then they stated they couldn't view the photos, so I resubmitted them. The photos clearly show that the rigid frame doesn't meet. The rep stated the photo didn't demonstrate and issue so I needed to take a video. It had been several days since my original complaint. To take a video and replicate my issue would require me to pack all of the same items and create the exact same circumstance as I originally experienced, not to mention, employ my spouse to help make it close, at great inconvenience to me. I explained I provided photos, the issue is clearly visible. At this point, I'm so very disappointed in my experience and the general disinterest Beis is demonstrating as I try to make this right. I wish I would have never spent my money on this bag.

  • Initial Complaint

    Date:12/07/2022

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I recently purchased a book bag from Beis. I travel for work, and have used the bag the past week for travel which it is intended for. The bag is already ripping at the zipper seem, and the zipper has malfunctioned. Beis has no customer representative ******. I sent a message to them with an email response. Since then I have sent 4 emails with no additional response. I even attempted to start a live chat with no response. Looking at their social media this is a common theme. I would either like a refund or a replacement, which I addressed with their company with no further response. Their customer service team is essentially non existent.

    Customer Answer

    Date: 12/14/2022

    Case resolved. Thank you.

    Customer Answer

    Date: 12/14/2022

    Case resolved. They are sending a replacement

  • Initial Complaint

    Date:12/07/2022

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    After I placed an order with this company and completes my order it took me to the order confirmation page. Then this pop up came up that only has one option to continue to my order when I clicked it, Beis added another item to my order after my order had already been completed and changed my card without my authorization. There was not a "are you sure you want to add" prompt or anyways for me to remove it. I've never seen this before and I already placed my order. I contacted customer service immediately and they told me there was nothing they can do and they would not remove the item from my order and refund me. I asked them to return the product and their response was that I have to pay a "restocking fee". This tricky pop up is a money making scam.

Beis Travel is NOT a BBB Accredited Business.

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