www.pacsafe.com

I bought a $250 backpack from you which I am generally very happy with. Except, the waist strap fell off and was lost in the course of ordinary use, due to a poor design on the connection of the waist strap to the bag. So I first went to REI where I recently bought the bag. They directed me back to Pacsafe. I then contacted Pacsafe about getting this very simple part that is critical to my use and enjoyment of the bag. I would be happy to purchase this part if Pacsafe can’t just send me one. However, Pacsafe said that they could not provide this part and directed me to a link on Amazon to buy a similar part that would work for me. I bought the part from the Amazon link for about $20 including shopping charges. It came today and it is the wrong width and will not work. I am extremely dissatisfied with the support (lack of) that you provide for your product. Compare your company to Patagonia which is amazing at support - they have replaced my $400 rolling bag suitcase twice over the past 15 years - no questions asked. I can’t tell you how displeased Ibam with this experience with your company’s handling of this issue, which should have been easy and simple to resolve. Bob Levinson 773-255-3333 cell

Well since you asked, it was a very unsatisfying experience. My first issue is that when searching for the Metrosafe 100 series, I'm left to guess if the Metrosafe LS100 series is compatible. Why wouldn't you just inform me explicitly if that were, or were not, the case? Why don't you offer replacement parts as a selection on the product page? I was left to my own guessing and needed to send an email to find a suitable replacement strap. With the direction of the customer service person, I was directed to a strap that was completely un-apparent as a replacement strap for my Metrosafe 100. Why should it cost me $48 with overpriced shipping to obtain a replacement strap? That a ridiculous price for a strap. And why do I need to be purchasing a replacement strap? Because you have chosen a soft (probably aluminum?) metal for the hooks, which quickly wore down and finally broke with constant rubbing on the metal of the Metrosafe 100. That was a huge disappointment. I sent a photo - but I can only imagine this is a commonly reported problem because it's wear that is consistent with normal use of the bag. I got a measly 6 years out of the bag before the broken strap rendered it useless. So now I have to pay $48 for a strap that I have no reason to believe will last any more than 6 years. That's a joke for a product that would easily last decades with a minor re-design. Have you redesigned it? I wouldn't know.....your website lacks any such information. The whole experience was an enormous disappointment. It was made worse by that fact that your automated reply email told me to expect a response within 24-48 hours. It took 76 hours. You set me up for that disappointment..... which was easily avoided. You should have just told me to expect a response within 76 hours and I would have seen that as a well set expectation. I have to say, this was a disaster of an experience. But I'm glad you asked as this experience was really bothering me and this gave me a chance to express my displeasure. I really can't justify buying another PacSafe product. Best, Gerri Moriarty

to whom it may concern the warranty claim i was trying to make was not resolve yet. I tried to contact the pacsafe office in Indonesia had no response. Had a feedback from main office in America to contact singapore office and yet no final resolution. The bag was purchased sometime early February 2018. The strap fabric was torn off in normal wear. I can understand that you will need the proof of purchase. But the receipt that I kept (cash register receipt that looks like fax machine paper) cannot be read anymore. The proof of purchase cannot be read ; it left blank now. Cant the product code that I had sent through email be traced for time of production maybe? how to process the warranty claim? please advise. thank you regards esther gunawan +62-8122155255 esther.s.g@hotmail.com

I'm afraid you lost a nice sale because you did not reply to my product question​ for more than a week. I just had to move on and purchase something else.

I love Pacsafe. I got an email to say an item (extender strap) I was waiting on had been restocked and it let me order and pay for it - the next day I got an email saying the item was not in stock. It would have helped if the email told me whether it may be stocked in future so I know whether I need to source elsewhere.