Mikaela M.
defective item
i noticed that the zipper wasn't properly aligned or attached at the end, and unfortunately, the zipper has already come off. this is very disappointing, especially since the bag is still practically new. what's even more frustrating is that i've been trying to contact your customer support, but i haven't received any response. your shopee store indicates a **100% chat response rate**, but all i've been receiving are automated replies. i sent my inquiry, and until now, no one has addressed my concern. honestly, this is very disappointing. i was expecting better after-sales support, especially for a product that became defective after only two uses. ive been waiting for that update for a week now, and nothing has happened. how many more follow-ups do i have to make? i'm really disappointed with the experience i've had with your company. your website states that it takes up to 30 days, but nothing seems to be happening. on top of that, the representative who responded to me on your shopee store was rude. it honestly feels like there's no customer care at all. sorry, but this is genuinely how i feel. i also work in customer service, so i understand how these situations should be handled. however, my experience with your company—especially through shopee—has been extremely disappointing. the process is taking far too long without any visible progress. the bag's zipper is defective, yet there wasn't even an initial gesture or offer to make things right or reassure me as a customer. overall, i'm truly disappointed with the service i've received
Response from BagsmartJul 23, 2026
Dear Mikaela, We're truly sorry for the experience you've had and for the frustration caused by both the defective item and the delay in receiving the support you deserved. This is certainly not the experience we want any of our customers to have, and we sincerely apologize for the inconvenience. Our team has reached out to you via email from [email protected] to help resolve this issue. When you have a moment, please kindly check your inbox, including your spam or junk folder, in case our email was filtered there. Your satisfaction truly means a great deal to us, and we genuinely care about your experience. We would really appreciate the opportunity to make things right and provide you with a satisfactory resolution. Thank you for your patience, and we look forward to hearing from you soon. Kind regards, Athena Bagsmart Customer Service Team