ComplaintsforViking Bags

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spoke to a customer service agent of the company to ask questions before purchasing their product. The service agent never told me the required drilling of their product to make it fit my motorcycle. Thet guaranteed the fit to my motorcycle model and year specifically.When i received the product I brought it to a Harley ******** dealership, and they informed me they do not install Viking Bags because of the required drilling. I called two more motorcycle shop, and both gave me the same answer.I called Viking customer service agent again and they said of course you have to drills holes in our product to make them fit. I explained that their description was specific to my bike and a guaranteed fit. I explained i would be seeking a refund and they said i could try.I followed the instructions per Viking Bags return policy and had to pay $130.00 out of pocket to ship the bags back. Upon arrival Viking said the bags were damaged when someone tried to install them. I was only issued a partial refund I immediately called customer care for the third time, and they explained that the bags were damaged by the installer. I explained know body other than myself had handled to box and the bags were never taken out of the packing. I peeled the labels off the box that Viking used to send me the bags and never handled the product. The only time the product saw daylight was when I took a picture of the packing which was required by Viking to process the return.The last person I spoke to was **** manager of ***************** he repeatedly accused ****** of the damage, but I assured him they never touched the bags.They provided a small picture of the corner of a bag with a scratch but i cannot tell if that's the bag i ordered and you cannot see if that's the package that i sent back because the picture is so close.I am seeking the full refund of my money and the $130 spent to return the product that Viking is mis leading to fit exactly.

  

  Business response

  09/21/2023

  
  
  I hope this message finds you well, and I appreciate your patience while we address your concerns regarding your recent experience with Viking Bags. We take customer feedback seriously, and I would like to provide some clarifications regarding the issues you've raised.
  
  1. **Fitment Information:** Our website includes fitment information for our products, including any modifications or drilling requirements. We apologize if there was any misunderstanding during your initial inquiry. We always strive to provide accurate and transparent information about our products to ensure that our customers can make informed decisions.
  
  2. **Return Shipping Costs:** Our return policy, as outlined on our website, specifies that return shipping costs, including any fees associated with it, are the responsibility of the customer. We understand that this can be frustrating, and we appreciate your understanding in this matter.
  
  3. **Condition of the Bags:** We are sorry to hear about the discrepancy regarding the condition of the bags upon their return. We take the condition of our products seriously, and any damage during shipping or handling is not our intention. We encourage our customers to inspect the product upon receipt and notify us of any discrepancies immediately. In the event of any damage during shipping, you can file a claim with the carrier you used to return the bags.
  
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding as we work to find a solution that meets your expectations.
  
  Best regards,
  Viking Bags

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Viking *agr bag from vikingbags.com and paid $161.98, and upon receipt found that all of the * rings were plastic, along with the retention strap clips also being plastic. I had concerns about the plastic breaking and I sought to return it for a refund.First, they pressured me to do an exchange/in store credit vs a refund. I asked for a refund and was directed to their online form, which I filled it out. They approved the return the next day, but offered no return shipping, so $47+ out of my pocket to return the bag to them.I submitted the return tracking information via their online form as required, and the item was delivered to them 07/24 at 10:55am. At 2pm, I received this from vikingbags.com;"Hello,Thank yo for reaching out. If you would like we can try to help with installation or if you would like to proceed with a return we would need you to fill out the return form in the link I provided."The link simply takes you back to your existing return form showing the return shipping information and that they received the return, with nothing to fill out. After 2 weeks of the run around, to include them losing the bag and me having to send them a copy of the shipping receipt and tracking info showing they had received and signed for it, they finally issued a refund today, only returning $135.99 with no explanation of any kind. The bag was in the same condition I received it (new) when I sent it back, so there is no justification for shorting me the full refund amount. I have emailed them asking why they shorted me and for the missing amount, and they simply do not respond. Pictures of the bag before shipping are available and were provided to Viking Bags.I require at least the remaining $26 of the original purchase price be refunded, and being reimbursed for return shipping is also in order after their run around.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a bag from the company on 5/5/23. After receiving it, the fitment didn't work. I filed for a return and it was approved. I then paid for shipping to return the item and sent the company the usps tracking number. After multiple emails and over a month I still have not received a refund. I was told that the tracking number didn't work. I'm out $135 for $99 motorcycle bag. And would just like my refund

  

  Business response

  09/26/2023

  Hello,
  
  I hope this message finds you well. We appreciate your patience and understanding as we investigated the matter related to your return and refund for the motorcycle bag you purchased from us on 5/5/23.
  
  After carefully reviewing your case, we want to provide you with an update. Unfortunately, we have been unable to locate the returned item based on the USPS tracking number you provided. We understand your frustration, and we sincerely apologize for any inconvenience this has caused.
  
  Our records show that the tracking details provided did not indicate the item's arrival at our facility. We have no record of receiving the returned bag, which has posed a challenge in processing your refund.
  
  We are committed to resolving this issue for you, and we want to ensure that you receive the refund you are entitled to. To expedite this process, we kindly request that you verify the tracking number you provided and ensure that it corresponds to the return shipment you initiated. It's possible that there may have been an error in the tracking information provided.
  
  Once you have verified the tracking number, please share it with us via email or by contacting our customer support team at 888-208-1949. This will assist us in further investigating the matter and expediting the refund process.
  
  We understand your frustration and sincerely apologize for any delays or misunderstandings that have occurred during this process. Your satisfaction is important to us, and we are committed to resolving this matter promptly.
  
  Thank you for your understanding and for giving us the opportunity to address this issue. If you have any additional questions or require further assistance, please do not hesitate to reach out to us.
  
  Best regards,
  Viking Bags

  Customer response

  09/26/2023

  I sent the tracking number originally as requested.  After speaking with someone from viking bags multiple times and waiting almost a month I was told that the tracking number is invalid.  Add this complaint to the countless complaints that I've seen for this business. Viking bags has lost another customer. I've purchased multiple bags from them and the first time I've had an issue, they became a disappointment. 

  

  Business response

  01/30/2024

  Shaun ,

  
  

  We appreciate  the opportunity to address your concerns.

  
  

  After thoroughly investigating the matter, we regret to inform you that we are unable to process a refund . Our records indicate that the USPS tracking details provided in June 2023 did not show any record of a package being shipped or delivered to our facility .

  
  

  As we previously communicated, we understand the frustration this situation has caused, and we promptly provided you with the available information to initiate a claim with the carrier. Unfortunately, without confirmation of delivery or shipment, we are unable to proceed with a refund.

  We value your business and strive to provide excellent customer service at all times. 

  
  

  Once again, we apologize for any inconvenience this may have caused and appreciate your understanding.

  
  

  Best regards,

  Viking Bags

  
  

  Customer response

  01/30/2024

  This is ridiculous. I will continue to tell anyone looking for a recommendation how terrible viking bags customer service is.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a set of saddlebags based upon the company's recommendation for my motorcycle. The bags did not fit my bike so I sent them back. The credit card I used was compromised so Viking was not able to apply the refund to the credit card. They claim that they are only able to process a refund via PayPal. I do not have a PayPal account, having cancelled it years ago. They refuse to send a check for the $374.99 refund despite multiple requests and a long chain of emails with customer service. I'm not asking to be reimbursed for the $130 shipping fee to return the bags, even though their configurator claimed they were the correct bags, I just want my refund.

  

  Business response

  09/21/2023

  
  
  I hope this message finds you well, and I want to express our sincere apologies for the inconvenience you've experienced with your recent purchase and refund request from Viking Bags.
  
  Firstly, we apologize for any fitment issues you encountered with the saddlebags and the subsequent return process. We understand your frustration and are committed to addressing your concerns regarding the refund.
  
  Regarding your compromised credit card, we want to clarify that our payment processing software does not allow us to send a refund to a new card or account, which includes sending refunds to credit cards different from the original purchase. Our current refund process is limited to PayPal due to the constraints of our payment system.
  
  We understand that you no longer have a PayPal account, and we apologize for any inconvenience this may have caused. We want to work with you to resolve this matter promptly.
  
  One possible option is to create a new PayPal account, which can be a relatively quick and straightforward process. We understand that this may not be ideal, but it would allow us to process your refund as soon as possible. once a new account is created we can process the refund as soon as possible.
  
  Best regards,
  Viking Bags

  Customer response

  09/22/2023

  I would be willing to open a PayPal account but my credit union will not let me link it to my account and I no longer have a credit card (of which we were both aware.)  Having owned a business myself, I understand the quirks with various accounting programs but I've never not been able to cut a personal check.  It doesn't seem unreasonable for me to expect a physical check to be mailed to me.

   

  

  Business response

  02/26/2024

  We definitely want to take care of the customer. We can refund him via the following options:

  1. paypal
  2. zelle
  3. ach transfer

  
  

  Customer can reach out to us with this information and we will process the refund. 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am the *** for a small non-profit in southeast *************. We are holding our only significant fundraising event on June 4, 2023. I was contacted by Viking Bags (now based in *********, **) offering to provide one of their products for ** to use at this event in exchange for having ** advertise their businesses (Viking Bags and two other affiliated businesses) on our website. We agreed to this, and quickly added their required language and links to their websites on ours. The representative of Viking Bags stated that they were satisfied with our work and agreed to ship ** the selected product. Unfortunately, this Viking Bags has not fulfilled their written commitment and has not responded at all to three separate inquiries on this matter. We are aware that Viking Bags has reached out to other groups in a similar manner and offered a similar collaboration through 3rd party websites that help advertise fundraising events). We believe that Viking Bags has taken advantage of free advertising at the expense of our online reputation.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a set of shock cut out bags for $350 in September of 2022. I took them to the local Harley ********** to have them installed. ****** told me I needed a taillight relocater kit to install the bags. Viking Bags said I didn't need one. So I bit the bullet and bought a relocater kit for $250. ****** refused to even install it because the hardware was insufficient. Fast forward to March of 2023, I am trying to have a friend who owns a motorcyle shop install the bags. 5 hours into the installation and we only have one bag on because the hardware is insufficient, just like the Harley ********** said. So I am $600 in the red thanks to Viking Bags and they refuse to refund my money or resolve the issue. Do NOT buy from this company!!

  

  Business response

  09/28/2023

  
  
  I hope this message finds you well, and I would like to extend our sincerest apologies for the challenges you've faced with your purchase bags. Your feedback is essential to us, and we genuinely appreciate you taking the time to share your experience.
  
  We deeply regret any inconvenience you've encountered, and we want to address your concerns. We understand the frustration and the financial impact this situation has had on you.
  
  Regarding the insufficiency of the hardware for the installation, this is certainly not the experience we aim to provide to our customers. We take your feedback seriously, and we will review the product and its installation instructions to ensure that such issues are rectified to prevent future occurrences.
  
  Again, we apologize for any inconvenience you've faced, and we appreciate your feedback as it helps us improve our products and services. We hope to have the opportunity to rectify this situation and regain your trust in Viking Bags.
  
  Best regards,
  Viking Bags

• Initial Complaint

  01/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased saddlebags for my son's Christmas present that were over $200. The description was hard to understand and they did not fit his bike. I asked customer service for a prepaid return label and they denied. They informed me I was responsible for the return shipping, If I wanted my refund for the saddlebags. The return shipping would be $100 out of pocket.

  

  Business response

  09/28/2023

  
  
  I hope this message finds you well. I wanted to address your concerns and clarify the situation regarding your recent purchase and the request for a prepaid return label.
  
  First and foremost, we sincerely apologize for any confusion you may have experienced with the product description and the fitment of the saddlebags for your son's bike. We understand how important it is to receive a product that matches your expectations.
  
  Upon reviewing your case, we found that the denial of a prepaid return label was due to specific circumstances related to customizations made to your son's motorcycle. It appears that the saddlebags may not have worked as expected due to these customizations, which are unique to the owner's motorcycle. In such cases, our return policy states that the customer is responsible for the return shipping costs.
  
  We understand that the return shipping cost of $100 is significant, and we sincerely regret any inconvenience this may have caused. We always strive to provide the best service to our customers, and your feedback is valuable to us as we continue to improve our policies and procedures.
  
  
  Once again, we apologize for any inconvenience, and we appreciate your understanding of the unique circumstances involved in this situation.
  
  -Viking Bags

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered bolt on saddle bags received bags that required drilling with horrible instructions.. used supplied hardware to find that the bolts were too long and cut up my rear tire took them 5 days to respond to my complaint though I contacted them many times, one time they set the phone to voice mail during business hours.. finally they decide to refund me for the bags but now Im out $300 for a rear tire that was in good condition they keep giving me the run around when I ask to speak to a supervisor or to the claims department..

  

  Business response

  10/18/2022

  we explained as per our instructions that once bags are installed, all hardware and bags should be inspected for clearance so that it may not come into contact with any moving parts. as a courtesy we refunded the cost of the saddle bags. 

  Customer response

  11/01/2022

  Hello yes I would like reopen the case/file/complaint the business never made contact with me I dont know if they reimbursed me for the bags but what I wanted to be reimbursed for was the rear tire that was destroyed their directions also did not say anything about checking hardware when I was sent incorrect hardware to begin with. Again the business never made contact with me in anyway to fix this issue. I would like to be reimbursed for the rear tire.

  
  

  

  Business response

  01/30/2024

  Kevin ,

  
  

  Thank you for sharing your feedback again , We appreciate the opportunity to address your concerns.

  
  

  We understand your frustration regarding the installation process. Please note that our instructions clearly specify that installation is the responsibility of the consumer. Additionally, we emphasize in our documentation that if any difficulties arise during the installation process, it is advisable to seek assistance from a professional.  

  
  

  We apologize for any confusion or inconvenience this may have caused. Our goal is to provide our customers with clear guidance and support throughout their experience with our products.

  
  

  Thank you for your understanding and for choosing our product.

  
  

  Best regards,

  Viking Bags

  
  

  Customer response

  01/30/2024

  I do not accept this response as I called numerous times and was unable to speak with anyone that could help me. When I called I was either hung up on, lied to or down right ignored. This was in excusable on any business. Also your directions were non existent so how to install or my responsibility could not be determined. You manufacture a crappy product take no responsibility for the issues it causes or almost kills the patron. You know this or you would allow reviews on google or your website. 
  
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a set of Saddlebags for my 2022 ***** Rebel, a brand new motorcycle. The website advertised, "No need for trips to the hardware store--everything included!" I received the bags, which were $250, and there were no instructions included. I pulled up a ******* video, which stated holes must be drilled in the bags to install and screws included in package do not fit. I took the screws outside and they did not fit. I put in a support ticket to return the bags, since I was unaware that I would need to drill holes (I have no tools nor means to do this) and the screws were incorrect. They sent me an RMA return #JRXIV786, which then informed me that I was responsible for return shipping. WHAT???? I was so upset that I decided to try to use the velco straps to NOT mount the bags, but instead strap them on. Still I needed the screws, so I went to my local hardware store and purchased $10 worth of screws. Came home, again *******d how to install the bags this way, but THEY DID NOT FIT MY BIKE. Called my local friend who works on motorcycles, he came over and said the bags were not made for my bike. They do not have enough space to fit on the motorcycle. I emailed support 5 times. Received no reply. I then called the support number. After speaking with a gentleman for 8 minutes, I was disconnected and he did not call me back. I called back, this time asking to speak to ****, who was unavailable the first time I called, and the lady, *******, said **** was not in and she could leave him a message. At the end of the message, she asked me to describe the problem and I told her all of the above. She said I would need to send in videos or pictures. I asked, "How do I send a picture of a problem that a s**** wont' fit and a bag won't fit?" She said just hold it up to the bike???? This is a racket.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a set of viking bags in May, 2022,. They were shipped to ****** by ****** Upon opening the box, one buckle was severely damaged. **************** at ********************** directed me to return the bags, at my expense, and that they could either fix the buckle, replace the bags, or provide me with a refund and that I should expect to hear back from them shortly. I returned the bags as directed, but never heard back from Vikiing despite emails and messages. In the meantime, ****** who possibly damaged the bag, has sent me notices for additional shipping costs despite Viking stating that shipping charges had been added and included in the purchase price. ***** now wants an additional $120 approx, As no response, replacement or refund were issued, I finally got a hold of Viking on September 6, 2022 and spoke with the **************** **** ***** who had refused to give me his name and left me on hold for ages until I finally hung up and called back. After a long wait, I finally got a hold of the General Manager, ***** who told me that I was supposed to fill out some forms prior to returning the bags, and that I shouldn't have returned them using ************ This was new information. They are refusing to provide me with any refund or replacement.

  

  Business response

  10/18/2022

  The return in question was not received by our warehouse , furthermore there was no tracking information provided by the customer to show it had been sent or received by our warehouse. without any of that crucial information we would not be able to provide a refund. 

*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. ↩