Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had reached out by email to return an item for exchange. I received a email back with acceptance of my return for exchange with return label I sent item back and it was delivered and signed for from ***** which I have copies of. They received package Dec 7 2024 I have yet to hear from anyone after leaving several messages on customer service line and emails have not been returned either I can send copies of ***** sheet My item was about ****** Ive received nothing in return! I have emails also from a **** back when I was questioning my return to exchange.

  

  Business response

  01/22/2025

  Dear *** ******: 

  Where do I begin to say this was a complete oversight... we dropped the ball on completing your exchange. I am so sorry, and we will expedite getting the replacement item out to you as soon as possible. I also apologize that it was necessary for you to be further inconvenienced by having to reach out to the BBB to get this resolved. I am so sorry for that as well. I expect you'll have your replacement by Tuesday next week. If you don't have it in your hands by *******, please feel free to reach out to me directly and I will track the package for you. My contact email is ******************************* or my office number ***********************.

  Lastly, please know your continued interest and loyalty in Sea Bags is valued and very much appreciated. Thank you very much. 

  Warm regards, 

  **** ****
  VP Retail Stores

  Customer response

  01/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** ******

• Initial Complaint

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Given my struggles to get in touch with, or receive contact back, from Sea Bags, I checked the BBB this morning to see if I was the only one having these struggles. Almost exactly like the person who filed an initial complaint on 12/11/24, I have had the same issue. I placed an order on 11/30/24 (Order #**********) and when the product arrived they were both smaller than expected (a pouch and a bracelet) and I wanted to return/exchange them. I went thru their process to submit an online request for a RMA (Return Merchandise Authorization) form (which is much more inconvenient than 90+% of the online retailers I've dealt with). I've yet to receive a response from that online request for an ***. I also left voice mails on 12/18 & 12/20 with no response and tried many more times without leaving a voice mail. I let things simmer over the holidays thinking maybe this was a small company with an understaffed support team so when I tried today (1/15/25) with no success I decided to go the BBB route. I'm very disappointed because I like the company's products (I have several others I purchased from a brick and mortar store when on vacation in *******) but making things intentionally difficult to return or exchange is not a good way to do business.

  

  Business response

  01/15/2025

  Dear *** or Madam:

  Thank you for the communication regarding Mr. ********* request for return. We have processed the refund for Mr. ******** and he may keep the two items he was shipped for any inconvenience we caused him. One note to mention regarding Mr. ********* claim that Sea Bags never responded... Regrettably, the peak holiday volume delayed our response, as we did respond to Mr. ********* original email on December 27, 2024, at 5:26 PM, requesting he provide a photograph of the two items he wanted to return to verify the condition (see attached image of Mr. ********* original communication and our response). Sometimes items may be damaged during transit, so the photograph helps us determine if a claim should be initiated and the return handled differently. As of the date of the BBB complaint Mr. ******* submitted, we had yet to hear from him. Nevertheless, we should have followed up again as well. Please extend our apologies to Mr. ******* and let him know his continued interest and loyalty in Sea Bags is valued and very much appreciated. Hopefully we can make it up to him on his next visit. Thank you. 

  Regards, 

  **** ****
  VP Retail Stores

   

  Customer response

  01/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** *******

• Initial Complaint

  12/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/30/2024, I placed an order for two items from Sea Bags *****. On 12/7/2024, I received both items shoved & crumpled into a box that was entirely too small. There was no additional packing protection, including packing paper or a sleeve to protect my items from the elements. Unfortunately, one of the items (The Bucket Bag Popular Pups Print, Sku: S004555) arrived damaged with what appears to be defective ink stains on all sides of the bag. I attempted to reach out via email ******************************************** expressing my concerns very politely. Days went by without a response, so I decided to try to reach out on social media. Instead of replying, Sea bag chose to delete one of my two comments politely trying to get in contact with anyone on their team that would be able to provide assistance. I also sent an Instagram direct message which has still gone unanswered. Additionally, I tried calling twice (on lengthy holds for both attempts) and left a voicemail that also remains unanswered. I expressed that this is a Christmas gift, so I would like to have this resolved at their earliest convenience. Both their email *************** number are listed on their site as ways to contact the business and there has been no contact from Sea Bags whatsoever, even just to confirm receipt of my inquiry. I understand it is the busy season for retail/e-commerce, but based on the deletion of my Instagram comment, it seems that this business may not be the most well-intentioned and does not actively try to assist customers facing an issue caused by poor quality control on the side of the retailer. I have made several prior in-store purchases and have always loved my bags from Sea Bags *****, but after this experience, I will no longer be a customer or gift or recommend these products to my *****************

  

  Business response

  12/13/2024

  Our products are made from recycled sail cloth which has enjoyed a complete and useful life on the water. Once the sails are retired and repurposed into Sea Bags, the character markings of those days in salt spray and wind are embedded in the sail material. Most of our customers love the unique markings on each bag knowing that no two are exactly alike. However, we do understand if the markings on this bucket bag were not to our customer's liking. Our customer service team has reached out to ******* and notified her that we are shipping a replacement Popular Pup Bucket Bag today, 12/13/24. We've also suggested that the customer can keep the original bag as well to avoid any inconvenience for her. The shipments will arrive with no issue in time for the Christmas holiday. 

  We thank ******* for the opportunity to get her a Sea Bag that her gift recipient will love for many years to come. 

  Best,

  ***** ******

  Vice President of Marketing and Ecommerce

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a bag in September 2023 and received the wrong bag. I called customer service several times left a messages and finally got hold of someone to explain that I received the wrong bag. Weeks later, I received the correct bag and was happy with it. Fast forward six months and the strap is coming un raveled. I started to contact sea bags in July with the same issue of not being able to get a hold of customer service. I emailed I filled out ***air form. I called several times for more than a week before I got a hold of somebody. The ***air fix was going to be complementary which I honestly expected because when you spend the amount of money I did on the bag, you expect a certain level of customer service and you expect that company is going to stand behind their product. The strap shouldnt start unraveling less than a year. The bag had minimal use and was properly cared for. My complaint is that I had to pay for shipping back-and-forth for a defective item. You charged me tax on shipping that youre not even paying. I was told by the customer service *** on the phone that its only a couple of dollars. Why are you charging people tax on shipping when you dont pay it? I think it is ridiculous that I paid $265 for a bag and the strap came unraveled and you expected me to pay another $30 to fix it or have a bag I cannot use. **************** is subpar to say the least.

  Customer response

  09/12/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  09/20/2024

  We received the September 2023 call from Ms. ****** on 9/11/23 indicating she received the incorrect Sea Bags tote. The **************** (CS) team responded to her on 9/14/23 and initiated return of the incorrect tote (with a prepaid shipping label) and sent her the correct item. 
  
  Ms. ****** then reported to us on 7/27/24 (over ten months later) that her rope handle unraveled and sent the appropriate repair form to us on 7/28/24, at which point CS initiated the repair. Ms. ****** called on 7/30/24 and 8/3/24 to which we responded on 8/5 with a phone call (voicemail) and an email acknowledging repair would be completed at no charge; however, since it was beyond six months from her date of purchase, she would need to ship the tote to us at her expense.  Ms. ****** was then charged $14.95 for shipping plus $1.31 tax for return of the tote to her. Sales tax was collected on the shipping fee, as required by Illinois State law (Nexus). Note for the record, Ms. ******s tote was received for repair on August 20th at *********** and was shipped back to her on August 28th. It was delivered to her home on September 1, 2024.

  Customer response

  09/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My complaint was that I received a defective $260 bag. The strap came unraveled in less than a year and although the business fixed the strap I had to pay $30 plus tax and fees to mail it back-and-forth. I dont believe I should have had any out-of-pocket expenses. When someone spends that kind of money for a bag, it should be Warranted for a year minimally. The bag fell apart with Minimal normal wear and tear, and was not due to abuse of any kind. **************** is generally very hard to get a hold of both in the beginning when I received a bag I did not order and after the bag was found to be defective (Falling apart). The expectation was good customer service and a warrantee product. I had to spend another $30 to preserve a $260 bag which I dont think was fair.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  09/30/2024

  Hi there, 

  I'm sorry Ms. ******* was unhappy with our response. We will process a refund check for her troubles totaling $32, which should cover the shipping fees and taxes she paid. It will be mailed to her, so please allow ten days or so. 

  Any other questions, please feel free to have Ms. ******* email me directly at ******************************** Thank you. 

  ****

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two items were bought at Seabags in *************** 6/22/2024. On 6/23/2024 I went back to return them and was told all could be refunded except sales tax. I was told this is store policy. The manager was not in the store but the employee stated she would check with the manager and call me if incorrect. Again the employee was asked about this issue and I continued to be told store policy, I have to double check with my manager. Within 10 minutes , I was contacted that the sales tax will be refunded per her manager. The biggest concern is that supposedly this is a store policy and how many customers have been denied full refund and how can a company keep sales tax on items that were not purchased. I have been a long time customer of ********************** and this will be my last time frequenting their store.

  

  Business response

  06/24/2024

  Dear ******************,

  Please accept my sincere apologies for the hassle we caused you over the misunderstanding on the part of a member of our crew. I've never heard of such a thing and would have had the same reaction as you. Rest assured, we do not have a policy of withholding sales tax from customer refunds. Your experience at our Boothbay store was not acceptable and I certainly don't want you to question our business practices or ethics. We now have over 50 stores in ****************************************** all of them (except ************* and ******** which are exempt). Unfortunately, you were serviced by a new seasonal employee who we obviously did not do an effective job training. Part of the reason, although by no means an excuse, is that we have an exceptionally low return rate and it is likely that this employee had not previously processed a return. Thank you for bringing this to my attention so that we can reinforce our policy with all store employees regarding refunds, including sales tax. Please let me know if there's anything else I can do to compensate you for your troubles. If you would prefer to have a conversation my cell phone is ************.

  Best Regards,

  *****************
  CEO, Sea Bags

  Customer response

  06/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

   

  Dear **************

  Thank you for you quick response regarding the unfortunate event.  I have always loved Seabags as a company and the philosophy behind the products. Training employees on the product, the sale, the care and returns needs to be a priority as well as how to treat a customer.  This employee did not try to rectify the issue or listen to my concerns. ******** is my husband's hometown and the quaintness over the past 34 years of visiting for me has a lot to do with the people / merchants as well. Seabags has not reflected that in the years it has been in the harbor. More of making a sale than one with BBH.

  I would appreciate a vintage tote as I do love Seabags and would like to continue to use them.  

  ( the day I made the purchase , I was telling the sales person how I would love to work at the **************** one day, we too love to recycle) 

  ***************************;

   

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bag for vacation. It said it was delivered but I never received. *** contacted the company and they arent willing to give a refund. They told me they filed a claim. I have heard no updates. I will dispute with my bank if I have to. Not an easy company to deal with.

  

  Business response

  07/05/2023

  I will research this with my team and respond asap.

  

  Business response

  07/06/2023

  We have been in constant contact with this customer in an attempt to assist her. The package was delivered by *** and we filed a complaint on her behalf which was denied by them as they indicated it had been delivered to the customer's address. However, we did decide to refund this customer's purchase price as a gesture of goodwill.   I believe this issue has been resolved in the customer's favor.

   

  *****************

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a Navy Anchor Convertible Bucket Bag online from Sea Bags on 3/19/23. On my order receipt it states that my order # is ********** and on the packing list is states the order # is SO0018489. On both their packing slip and website, it states, that "if you are not 100% satisfied with a product purchased from Sea Bags website or retail store, you may return it within 60 days of purchase for a refund. Visit seabags.com/returns for more information." Seabags instructs you to "request a return merchandise authorization (***) form" by contacting customer service via email ******************************************** or phone ************** (ext 221). Further, they state "all returns must be accompanied by a Return Merchandise Authorization (***) form that is provided by SeaBags." Therefore, until you get a response from them via email or phone call, you are unable to return the product to them because they never supplied you with a "***" form to accompany the product. Your hands are tied and I do not live in close proximity to a retail store to do the return.I have contacted Seabags via email on 4/21/23 and 4/26/23 and received no responses to my request for return and the *** form. I called them numerous times on 4/26/23 and 4/27/23 using EVERY prompt available on their customer service line and never reached a live person on any prompt I chose. I left a very detailed voicemail message on their "returns" prompt and never received a return phone call. I even told them in my voicemail that if it was easier they could just email me back instead of calling. They never did either. When you call the same phone number and chose their "returns ext 221", it tells you "this call cannot be completed." VERY DISAPPOINTED in how they tell customers "Guaranteed. You have our word" on top of their returns & exchanges page and are not standing by that at all. They are completely ignoring all of my attempts to resolve this issue.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On March 13, 2023 I ordered from Seabags a tote bag, Order #********** for a total of $221.73. I received no confirmation or update on this order since. I have tried several times to contact them via phone and email to no avail. I am requesting a refund for services not rendered. Thank you

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Navy ******************* from Sea Bags. I returned it to the Boothbay Harbor store in October of 2022 to have it sent in for repairs. The handle was unraveling. I did not get any type of receipt when I dropped the handbag off. The cashier was not the usual one and probably didn't realize she was supposed to give me one. I didn't think anything of it until it got to be later in the year and I still hadn't gotten it back. I phoned and they said they were holding repairs due to the holidays because they were so busy. This was not communicated to me until I called. I have tried to call 9 time and have sent numerous e-mails requesting a date when I might expect my handbag back or send a replacement. Sea Bags tried to call me one time leaving a message. I tried to call them back with no answer so I left a message and have not received any response to this day. I have told them the type of bag and even gave them the order number to prove it was indeed my bag. I wish to have it repaired and returned ASAP or they can replace it with a new one with a clasp or refund my money. Thank you for your help.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with sea bags on 1/13/2023. The order arrived incorrectly. I contacted customer service via email 4 times. I called customer service and left a detailed message. I have yet to hear from the company. I would like a full refund for the incorrect product.

  Customer response

  02/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

*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. ↩