PacsafeReviews of pacsafe.com

Response from PacsafeAug 21, 2026

Dear Jocelyne, Thank you for sharing your feedback. We are sincerely sorry for the delay in providing your return label and processing your refund. After reviewing your case, we recognize that our communication and follow-up did not meet the standard of service we strive to provide. We have taken steps to improve our internal processes and communication to help prevent similar situations in the future. Please be assured that if you purchase a product directly from pacsafe.eu and are not satisfied for any reason, you may return it to us in unused condition within 30 days of receipt for a refund of the product. We also offer a free returns service within Europe via UPS to make the process as convenient as possible. We sincerely apologize for the frustration and inconvenience this experience has caused. Thank you for bringing this matter to our attention, as feedback like yours helps us improve our service for all customers. Thank you very much. Best regards, Pacsafe Customer Care Team

Response from PacsafeAug 21, 2026

Dear Moriah R, Thank you for taking the time to share your feedback. We're sorry to hear that you were disappointed with your experience. We would like to clarify that the two bags in your order were purchased during our Memorial Day Sale and were already marked-down items. Our policy for marked-down items is communicated in several locations, including the Delivery, Returns & Warranty section on the product page, our Returns Policy page, and your order confirmation email. If you were subscribed to our newsletter, this policy was also included in the Terms & Conditions of our Memorial Day Sale campaign. The policy states that "Already marked-down items cannot be returned or exchanged." That said, we understand your comments regarding the visibility of this information. While the policy is available in multiple places, we appreciate that it may not have been as prominent as you expected during your purchase journey. We will review how this information is presented and explore ways to make it more visible to help prevent similar misunderstandings in the future. We sincerely appreciate your feedback, as it helps us improve the customer experience. If you have any further questions, please feel free to contact us. Thank you very much. Best regards, Pacsafe Customer Care Team

Response from PacsafeAug 21, 2026

Dear Stacey, Thank you for sharing your feedback. We are deeply sorry for the frustration and inconvenience this experience caused, especially as you were preparing for an upcoming trip. After reviewing your case, we identified several areas where we need to improve, particularly in our handling of social media messages, email inquiries, and overall response turnaround times. We understand how disappointing it must have been to receive the wrong item, struggle to reach our support team, and not receive the timely assistance you expected. At Pacsafe, we strive to provide both quality products and reliable customer service, and it is clear that we fell short in your case. Your feedback was shared with the relevant teams, and we have taken steps to improve our communication channels and follow-up processes to help prevent similar situations in the future. We sincerely apologize for the inconvenience this caused and appreciate you bringing this matter to our attention. Feedback like yours helps us improve the experience for all customers. Thank you very much. Best regards, Pacsafe Customer Care Team

Response from PacsafeAug 21, 2026

Dear Betsey Bennett, Thank you for sharing your feedback. We’re sorry to hear about the issue you experienced with the zipper on your bag. To have this issue reviewed, please submit a warranty claim to our Customer Care team. Once we receive the details and photos of your bag, our team will assess the case and get back to you within 3 business days. Please contact the appropriate team based on your location: USA: [email protected] EU: [email protected] UK: [email protected] Hong Kong: [email protected] International: [email protected] When submitting your claim, please include the following: A valid proof of purchase showing the purchase date and retailer/merchant A clear photo of the defect A clear photo of the product's white label showing the product name, product number, and 15-digit batch number (if available) We appreciate your support and look forward to assisting you. Thank you very much. Best regards, Pacsafe Customer Care Team

Response from PacsafeMar 5, 2025

Thank you for your feedback! We're glad to hear that the backpacks served you well on your trip around Asia and that you found the security features effective. To help us improve, could you please let us know which two backpacks you are referring to? You can send the details to [email protected]. We appreciate your input and will share it with our product team for future consideration. Thank you again for your feedback.