JanSport Arvostelua 

Tried to contact with customer service for 3 days and no response

Many many years ago I sent my zipper broken backpack back to jansport and they sent me a new bag. They stood by their lifetime guarantee, so I purchased another backpack from them. This time when the zipper broke (this new bag didn't last nearly as long), I paid $10 to ship it back. They sent it back to me unfixed and said it was too dirty. It was a backpack that had been used, so of course it looked used. It was not dirty. They clearly just don't want to replace their poor quality bags anymore. So disappointed!

Complete utter rubbish when it comes to lifetime guarantee, read small print upon receipt never or have given small print with receipt, all I got was if bag breaks they will replace no issues, NO THAT NEVER HAPPENED THEY SAID THST ZIPPER WAS DELIBERATELY TAMPERED WITH AND I WOULD HAVE TO RETURN ITEM PLUS PAY SHIPPING, ASK THEM WHY GIVE A LIFETIME GUARANTEE THEN, ALL THEY CAME BACK WITH WAS WEAR AND TEAR[HELLO) PURE SAD COMPANY I HAVE SENT A SOLICITOR LETTER TO BRING TO SMALL CLSIM COURT 23 IE VILLAGE HAS ALREADY STOOD DOWN FROM SUPPORT OF THEM. UNREAL

Had a lovely (expensive) Jansport wheeled soft case that I have had for about 8 years. It came with a 25 year guarantee which I thought was great. Unfortunately one of the wheels has just disintegrated with the rubber breaking away from the hard central part of wheel. The 25 year guarantee is worthless - the ‘process’ is to send the bag back to Poland (from the Uk, as there is no UK address) at your expense and then THEY get to decide if it is a manufacturing fault or wear and tear! It hasn’t been used often but obviously has a few scuffs in the fabric (which I am not complaining about) but you can guess how it will go. I could be ££££ out of pocket on the shipping to Poland. There is no way to send them photos to ‘pre- approve’ a return/ get them to agree the wheel is faulty/ hadn’t lasted as it should so basically I feel it is a con - they say there is a guarantee but essentially if your bag doesn’t last the 25 years it will cost more to send it back to them than it is worth if you live in UK as no UK aftercare. They could also send out replacement wheels but they won’t. Will be buying a replacement from one of their competitors and checking the guarantee more carefully as don’t fly often.

Ordered directly from jansport, hoping it would be quicker. I paid for shipping , with FedEx. I ordered on a Friday morning and didn’t get it until the following Saturday. I will absolutely order from Amazon or Walmart in the future.

Very disappointing product. Bag started showing damage after 2 uses!! There doesn’t seem to be an email address to send photos to before I return it in order to make sure it will be repaired, as will be quite costly for me to return it to Germany!! Would not recommend and would not buy again.

I bought one of their backpack and it broke less than a week later. The flap got jammed in the zipper and rendered the product useless. I watched videos and tried pliers. No good. Why the hell would you design the flap so it's perfectly big enough to jam the zipper? I wrote them and they did offer to fix or replace it if they couldn't. With a four week turnaround time. I use it everyday for work. I don't have four weeks. Very poor craftsmanship. I would not buy any of their products ever again. Sixty dollars for one weeks use.

I would give zero if I could. DO NOT BUY! These bags are expensive and they fool you by still saying that they have a lifetime warranty, and they are exploiting their previous good name. It is clear that they will not last a year. When you try to return, they force you to work with a third party shipper and you have to pay for courier delivery - read: they have no accountability and thus do not stand behind their own products. Clearly they are counting on the majority of people to give up on a return and suffer with their poor product. They do not answer their 1-877 customer service line either fyi, even during the advertised service hours. Terrible product, terrible service.

The Jansport line of backpacks are a durable and dependable line of products. I have used other company's backpacks and the materials they were made from was so subpar. I did have one issue and that was a common issue with most lines of backpacks. That is that the zippers need a little work. The main flap zipper especially. The zipper came undone in between the zippers and the flap opened up. Depending on how full the backpack is, you can lose something or someone could reach in and take something. It was a simple fix to repair but it can happen when you are not expecting it.

I’ve ordered a ‘Fifth Avenue’ waistpack from jansport.eu. I love it and the package has arrived pretty fast with GLS to Budapest. Thanks!

Formerly a great product & service.
Despite owning my last backpack for 12+ years (travelling 3 continents 20+ countries) & eventually wearing it out; the new one has taken just approximately 6 months to start to deteriorate.
Not the quality & service they used to be.
Emailed customer services and was advised to ship to Poland at a cost of £25 for them to review
NOT HAPPY! Don't think I'll be back for more

Bonjour,
La garantie 30 ans des sacs à dos Jansport est une véritable fumisterie, arnaque. Elle n'existe tout simplement pas.
Voilà un mois que je leur ai adressé à mes frais en Allemagne mon sac à dos pour une prise en charge.
Aucune nouvelle, même pas un accusé réception.
Impossible de les joindre autrement que par mail, auquel , bien évidemment, personne ne répond.
Jansport plus jamais, EastPack me voilà.

My son and daughter both have jansport backpacks. Both had the same broken zipper issue. My daughters in 2018 was replaced in a couple weeks. My sons broke in 2022. I emailed jansport with pictures on December 9 2022, no response for over a month. Then I got an email to select a $70 replacement backpack, I did, no reply. It’s now March 17 2023 and no reply. I’ve taken to emailing them weekly, no reply. I tried starting a new claim with another set of pictures, no reply. You can’t call the warranty department. Customer service won’t service past customers. It’s frustrating to say the least. I suppose they assume if their service is awful enough, people will just give up.
Very disappointed with the treatment.

Generally speaking the backpack is good quality. We did have an issue where the zipper broke and we reached out to the warranty department with details and they provided us a solution which was “purchase a new backpack, show proof of purchase, we refund you.” This is where it all fell apart. This whole ordeal started in October 2022 and now it’s January 2023. Responsibility continues to shift and no one will answer my emails back. In sum, their customer service is terrible. Better hope you $100 backpack never has an issue.

Initially I was happy with the bag, it is good quality. However, the bag is now broken. I emailed the warranty department which is the ONLY way you can contact them. I entered the claim on Sept 21, 2022. They emailed back that it takes 5 - 10 days for a reply. I emailed again on Oct 17, 2022 and received the same message. I called the only number on their website but that is only customer service if you want to buy the product. I was advised there is no other way to reach them. It is now Dec 9, 2022 and still no response. I bought the bag because of their warranty. Now looks like I have to buy another brand as they don't honor their warranty or have any way for you to contact them. Very disappointing.

Great product, great service.

However it took over 2 weeks for the package to arrive, as the parcel service lost the package, so jansport had to send a replacement.

I tried to order backpacks for my kids online, because Jansport offered a First responder discount. I submitted 2 separate proofs several times with proof of EMS employment for state and state certification and they denied it. I contacted support twice and they sent a generic email saying their verification goes through a different site. I tried to contact support for the website that the verification goes though and they didn’t respond. On top of that Jansport offers a ton of different colors but good luck getting any because they are always out of stock. Ended up not buying anything from them, and getting the backpacks somewhere else.

Ive always had a JanSport backpack literally my whole like so totally recommend.

We love the design selections available! The backpacks have outlasted each kid each school year!

I just bought a JanSport bag and I absolutely LOVE IT!!! It is so comfortable and it holds all of my books and more. I definitely recommend for high school and college because there is even a space for computer storage.