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Business Profile

Luggage

Pacsafe

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 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:05/06/2024

    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 submitted a warranty claim back in 05.01.2024 for my Vanturesafe Exp45 / ***** backpack using the email address provided *************************************** but have not received any response regarding the further progress or current status. Even after reaching out over email again (16.01.2024) as well as multiple times over the website contact forms of Pacsafe (20.02.2024, 18.03.2024, last attempt on 15.04.2024), I have not received any on warranty processing and faulty product replacement. I would therefore ask Pacsafe to process my request and get back to me as soon as possible. I will be happy to send you all the necessary documents and support you in handling the process. Best regards **************************

  • Initial Complaint

    Date:02/29/2024

    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.

    PayPal finally agreed to reimburse me for the shipping cost to return this defective item to PacSafe. I returned it to them on 2/29/24 via **** Priority Mail, using the ******* return address provided to me through PayPal. Tracking number is 4209812124119405830109355073437053, which was delivered to the company on Saturday, March 2. I sent an email to the company's support email ************************************** on 3/1, notifying them of the return and providing the tracking number. PayPal also said they providing the tracking number to the company on 2/29.

    I still have not received a refund from the company, nor have I received any direct response from the company. This has been a horrible experience that never should have happened if the company had shown photos of what they were actually shipping, which I would have never purchased because of the poor and defective quality.

    I have also filed a complaint with my credit card company, which PayPal recommended that I do. PayPal has given the company until 4/6 to respond. So far no response at all.

    Please see the attached updated documents.

     

    need to pay to send it back, and then hope to get a refund. The cost to mail it back is at least $14. I should not be out additional money to return something that is defective and not as described. At this point, I don't trust the company to refund my money even if I did that.After PayPal said they were reviewing the case (which took another week,) they came back with the same response from Pacsafe: I needed to pay to send it back and hope they refunded my money. At that time (Feb. 15,) I contacted my credit card company, ************** to file a complaint. That has not been resolved either. **** now says Pacsafe has until April 6 just to respond to my complaint. I have now passed the "30-day return window" from the order date (even if allowed). The photos clearly show I didn't receive what was advertised. I want my money back without having to pay additional money to ship it back.

  • Initial Complaint

    Date:02/13/2024

    Type:Delivery 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 travel backpack from PacSafe. When completing my order I accidentally typed in my email address incorrectly. I noticed this after rechecking my order because I did not receive email confirmation of my order. This was on or about Feb. 5, 2024. Since that time I have emailed at least three times and called and left four messages on the telephone number I located for the PacSafe company on a ****** search. According to the website I should have already received my backpack but I have not and I have not received an answer via email or telephone. MY ORDER NUMBER FOR THE BACKPACK IS ******. My telephone number is ************ My email address is ******************

  • Initial Complaint

    Date:02/10/2024

    Type:Delivery 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.
    Good Morning,I ordered three items from the companys website on January 27, 2024 and have yet to receive the items (a 45L backpack and three sling packs). They were supposed to be delivered by February 6, 2024. I have contacted them via email on a few occasions with no response. The order number is ******. Thank you in advance for how you will follow up on this. The ******************* is coming soon. Seek and choose Him today while He May be found (Isaiah *****

Pacsafe is NOT a BBB Accredited Business.

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