ComplaintsforViking Bags

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a set of Viking Patriot Large Universal Motorcycle Throw Over Saddlebags for my 2017 *********************** bags come with mounting brackets to attach the bags to the rear fender of the motorcycle via the fender strut. The mounting brackets, for a Dyna, move the attachment point forward of the rear turn signals. The brackets that I received for the rear were the same. Because of this they could only be used for the left rear of the motorcycle and did not fit the intended application on the right rear. I reached out to Viking Bags by email and via chat to notify them of the issue and to request the correct bracket for the right rear. I provided pictures of what I received and showcased the issue. I was told that the parts were correct and that they didn't have the other parts, and refused new parts. A representative went so far as to provide unsafe and hazardous guidance the parts were unnecessary and that " they're [the bags] are throwover so the brackets are only supposed to keep it from flapping around". Essentially, the company's representative recommended riding with inappropriately secured equipment which could cause a major incident should the bags come off of the motorcycle. Further, when pressed on the issue and I asked to speak to a manager I was told to call the office however I was told a manager wasn't present and hung up on several times. Representatives repeatedly said that they reviewed the pictures I sent and the brackets were correct. They even discussed the issue with R&D who confirmed that the brackets were correct. I was provided an instruction sheet that shows brackets that appear flat and do not match what I received, as well as video instructions for another company's product that also proved I had the wrong brackets. I do not want a refund; I solely want the correct bracket and a written apology. If the brackets were manufactured incorrectly the bags should be pulled from sale to prevent further consumer dissatisfaction.

  

  Business response

  10/18/2022

  the customer was provided a return label to ge the item back as we do not have a fix for the issue at the moment. we have yet to receive the item back in order to provide a refund. 

  Customer response

  10/25/2022

  Hello,
  
  I would like to reopen the complaint and amend the file to include my response to the resolution that the company provided. I feel like this is important because there response is inaccurate and likely to mislead other customers.
  
  I am rejecting the business' response on the grounds that it simply isn't correct. I "the customer was provided a return label to get the item back as we do not have a fix for the issue at the moment. we have yet to  receive the item back in order to provide a refund." I did not receive a return label and didn't send the item back because a representative from the company reached out to me to apologize for the issue and the  behavior of his team. He informed me that there is in fact a fix, the product was shipped with prototype hardware and not the final version. He sent me the correct hardware to resolve the problem and said that he would contact other customers if they had concerns.
  
  Update the complaint file with the resolution that actually occurred. The business needs to be more accurate in the information they provide to customers and customers should be aware of the fix.

  If applicable, please send any documents that support your rebuttal statement 
  
  Thank you,
  
  *******

  

  Business response

  09/26/2023

  
  I hope this message finds you well, and I would like to express our sincere apologies for the inconvenience you've experienced with your recent purchase of the Viking Patriot Large Universal Motorcycle Throw Over Saddlebags. We deeply regret the challenges you encountered, and we want to address your concerns promptly.
  
  First and foremost, I want to assure you that your safety and satisfaction are our top priorities. It's essential that any equipment we provide is not only functional but also safe for use on your motorcycle.
  
  Regarding the issue you've raised concerning the mounting brackets for the saddlebags, we appreciate the detailed information and photographs you provided. After further review, we acknowledge that there *** have been a discrepancy in the brackets provided for your specific motorcycle model.
  
  We want to make this right . We do have replacement brackets available that should be compatible with your bag. To ensure you receive the correct brackets, please contact our customer support team at ************ . They will assist you in arranging the shipment of the appropriate brackets for the right rear of your motorcycle.
  
  Additionally, we sincerely apologize for the previous communication issues and any misunderstandings that *** have occurred during your interactions with our representatives. We understand your frustration, and we are committed to improving our customer service.
  
  Thank you for bringing this matter to our attention, and we appreciate your patience and understanding as we work to resolve this issue. We are committed to ensuring that you have a positive experience with Viking Bags.
  
  
  Viking Bags

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a set of bags from viking bags and the company refuses to do anything about false advertising on their part. On the home page of vikings website it states that all Viking bags come with keyed locks. This is an outright lie and because I installed the bags before I noticed it they refused to do anything about it. I can't imagine how a company can advertise one thing and send something else and get away with it. This is absolutely ridiculous and a even more ridiculous business model. How do you bold face lie about your products and get away with it? I have the pics to prove what I'm saying.

  

  Business response

  07/25/2022

  The customer purchased a product that mentioned specifically it did not have any key lockable mechanism.  He was also explained we can help with an exchange which he rejected. should he want to exchange we will gladly assist him with an exchange. 

• Initial Complaint

  06/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 1st, 2022 I ordered a set of saddle bags through Viking Bags that were advertised as "Extra Large Shock Cut-out... for Harley ****** The site listed them as available to ship by June 7th as these were apparently a new bag design. On June 8th, I reached out to them via their website message system to ask how things were coming with my purchase as I had not received any confirmation of my bags being shipped on the 7th, as advertised, and pleasantly asked for an update if there were any delays. I reached out again on the 16th to thank them for ignoring my last message and asked again for an update. This message was also done via their web page message system. On June 15th I finallly received notice of shipping and received a set of bags on the 17th. The wrong bags. I immediately sent a message via email, with pictures attached, to their support team informing them of this problem. That message and the 2 I left on their web site were never answered. On June 18th I sent another email asking if anyone was every going to respond to me and address this issue. Later that evening, after failing to hear back from anyone on any of the 4 messages I had left, I searched their website for a return policy and processed a return request giving up on any sort of customer service taking place. When I received the response to that request, I was notified that I could send the bags back at my own cost, non-refundable. During this process I also searched their website for my order and found the description on their site had been changed and the ******* bags no longer noted as Shock Cut-out style. This change was made after I had placed my order and paid, which is bait and switch. I should not be paying to return such an order. To date, 7 messages in total have been completely ignored. This company is a sham and run by clowns with no concept of customer service, relying solely on the belief that if they ignore their customers long enough, they'll go away! And we will!

  

  Business response

  07/01/2022

  Hello,

   

  we received the return request and ************** was emailed a pre paid return label on 6/22/22 to send back the item he received. His return item was received this week and we are processing his exchange for the correct item now and he should receive the correct item with in the next 3-5 business days. 

  Customer response

  07/13/2022

   This ***** and thoroug failure to communicate with this company. I did not ask for an exchange. I asked for my money back! No one ever communicated with me that they intended to send an exchange, exchanging with smaller, still not acceptable bags. They're just sending them. Now I have to chase down ***** to prevent them from delivering this product that I Don't Want, and end up being stuck with return shipping fees! What am I supposed to do with this other than continue to fight with this company to get my money back, all while they refuse to just open a dialogue with me or return a response to any of my written communications?!

• Initial Complaint

  11/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a set of Viking hard saddlebags for my 2018 ****** Bolt on June 1st, Order number ****** in the amount of $424.99. Unfortunately, I didn't completely inventory the contents when the package arrived and didn't get around to attempting to installing them until November 7th. Although they provided a fender eliminator kit there was no mounting hardware included in the package so I had no way of mounting the saddlebags on my motorcycle. I emailed them about the issue and they said they'd ship out the mounting hardware which came November 13th which is today. Unfortunately, it is the fender elimination kit, which only relocates the rear turn signals so the bags can be installed and does not provide a mounting point for the bags themselves. A look on their site does not call out a separate hardware mounting kit is required, nor do they have a mounting kit available. Furthermore, they do not provide a compatibility list for third party mounting hardware that would work with my bags and make and model motorcycle. So I'm essentially left with a set of bags that would require a custom third party setup to install which would be very expensive. Had I known this beforehand I would not have purchased these saddlebags. They look very good and and are solidly built but without mounting hardware they cannot be installed. I would rather purchase a third party mounting kit to install the bags than get a partial refund but without a compatibility list I'm basically taking a risk in purchasing a mounting kit not knowing if it would work with Viking's proprietary saddlebags. They shouldn't sell a product without providing a means of attachment; whether their own or a third party... and letting customers know it would be a separate purchase. I do not want a refund, I want to install my saddlebags as they look very nice and would serve me well of there was a means of attachment available.

  

  Business response

  06/17/2022

  Hello,

   

  we reached out to **************, and provided him all missing hardware he needed and also provided partial refund for parts he used to mount the bags. at this moment this issue has been taken care of. 

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased the ************************** Cutout Painted Motorcycle Hard Saddlebags around Late spring or early summer. Paid around $400 for them. Kept my bike outside covered. After a rain storm in August, was a heavy one, opened the right side bags to check for some tools. It was half full of water. The left side was dry completely. Called customer service for help, really just to see what I needed to do to fix it. Doubt it was a brand new problem. Was told by customer service, at first, the bags were water resistant not water proof. Explained the situation sent them a picture of both bags opened, the one with water and the one not. Finally said they would refer it and someone would contact me the next day. Nothing since then.

  

  Business response

  06/17/2022

  Hello,

   

  Customer was explained to that his item is not water proof, and our website does not advertise this as well. 

• Initial Complaint

  09/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a set of saddlebags on 9/19. On 9/20 they were shipped via ***** and to be delivered on 9/23. On 9/24 the item is lost in transit. I tried to file claim with ***** but was told the shipper needs to file claim or provide letter releasing right of filing claim. I reached out to Viking bags and spoke to **** and ****. Both agents giving me the run around about item still in transit and not willing to assist in filing claim.I am needing Viking bags to file lost package claim with *****, or provide letter releasing right to file. If Viking bags is not willing to do either, then I should be refunded purchase

  

  Business response

  10/04/2021

  Hello,

   

  The order in question was shipped and delayed in transit with ***** as the customer stated. ******************* called on Friday the 24th of September for the delayed package,  we then filed the claim on September 27th, the following Monday, 1 business day after we spoke to the customer. Once the claim was filed, the customer mentioned he would still want the bags and would like another package sent to him although the original package was set to be delivered with in the following 1-2 days. 

  After that conversation, ******************** went ahead and  filed a return form on our website where he stated he did not want the bags after all and would reject the package once he received the package. 

  currently the package is in transit back to our warehouse. we have tried to contact the customer several occasions to speak to him due to the different requested he has made which at this point we are not sure if he would want the bags resent out to him or he would want the order to be refunded once we get our package back. 

  Customer response

  10/06/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  09/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 bags and paid for them. I only received one. I have sent 3 emails and have made numerous calls to a place that does not let me talk to anyone.

  

  Business response

  09/20/2021

  The customer was sent the second missing item  and delivered on September 12, 2021. The customers order has been completely fulfilled at this moment.  

*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. ↩