Review Time
As a customer, JanSport does not live up to their Warrantee of lifetime replacement. I, Darin Perk... have tried on three occasions to get a bag replaced or even credit for a likeminded one. The last time I contacted them and warned them of a complaint, and they didn't even try to contact me for a resolution. I would not or no longer purchase their Bags until they live up to their warrantee standards.
I would give a lower rating if possible. The quality of the bags is very poor. Without the trend among teens for this brand, they wouldn't sell. I ordered a backpack for my middle schooler, and within three months, the strap broke again. She uses both straps, not just one. The replacement process was exhausting. After paying $25 to return it and dealing with customer service, I finally got a gift card, but it didn't work. I contacted support multiple times and still ended up without a functional bag. This is unacceptable and reflects poorly on management.
If I could give a lower rating, I would. The quality of the bags and items is extremely poor. Without the trend among teens to have a certain brand, these wouldn't sell at all. I ordered a backpack for my middle schooler, and within three months, the strap broke for the second time. She uses both straps, not just one. Replacing the bag was a frustrating process. After paying $25 to return it and dealing with customer service, I finally received a gift card, but it didn't work. I reached out to the support team multiple times, and in the end, I still don't have a functional bag. This is unacceptable. Poor quality products and terrible customer service reflect poorly on management.
I ordered a bag on August 25, expecting it within 4 working days as promised. It arrived on September 8, 11 working days later. When I contacted customer service, they responded as if it was my fault for inquiring about the delay, with no acknowledgment of their missed delivery window. I wouldn't order from their website again; other platforms are much more reliable. While the product is good, the customer service is abysmal and they seem indifferent, which is disappointing.
The backpack was supposed to arrive in 2-4 days, but after 5 days, it still hadn't been dispatched. It's now been an additional 4 days with no updates. It won't arrive in time for the start of school. They should not promise delivery times they can't meet. This is unacceptable.
I ordered a backpack on August 22 and received a shipping notification on August 29 with a tracking link that led to an unrelated website. I checked the carrier's site with the tracking number, and it was not recognized. This feels like a scam, so I would advise avoiding it.
This experience has been incredibly frustrating. Initially, I sent a backpack to the warranty department, but it wasn't repairable. I received an e-gift card for a replacement, but I couldn't use it to purchase anything. There was no section for gift cards on the website. Customer service was unhelpful, claiming my case was resolved. When I called again, the representative was friendly but couldn't get the e-gift card to work either. It's been a real hassle, and I still don't have a replacement.
I sent my backpack in for a zipper replacement for the second time. It returned with a note saying it was dirty and not repaired. I contacted the company, as their website had no mention of needing to clean the backpack first. They sent me a shipping label to return it after cleaning. I cleaned it, shipped it back, and received it within a couple of weeks with two new zippers installed. No issues with their service, just wish the website had mentioned cleaning beforehand.
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