Consumer
Massive privacy and potential security issue
My 14 year old son sent in his backpack for repair. Attached to this pack was a dog tag with his name and address. We expected this bag to be returned with the repaired zipper. Instead I find out that the bag was sold thru some REI outlet and the dog tag was included. My son has now been directly contacted by the purchaser of the bag using the information on the dog tag. This is a massive privacy issue and potential security problem. What the hell is your company doing by sending on my son's person information to strangers. I sent a note to the company on its official contact website weeks ago but I have not heard back .
Response from Timbuk2Feb 20, 2026
We are extremely concerned to read this and are very sorry for what you and your son have experienced. A backpack sent in for repair should never be resold, and personal information attached to it should never leave our care. What you’ve described is not aligned with our repair process or our standards for handling customer property and privacy. We also apologize for the lack of response to your prior message — that is unacceptable, especially given the seriousness of this situation. Your feedback has been escalated internally for immediate review of both our repair handling procedures and our privacy safeguards. We understand how alarming this must be as a parent, and we are deeply sorry for the distress this has caused.