Sandbag Arvostelua 

Even with all the that is going on there going to find a way to get my order to me. And I'm going to continue to support them because I understand shit happens. And I'll wait patiently for my order to come and thank you I will come back and order in the future

They were very quick with responding to my emails and submitting a refund. Very pleased with the customer service.

Briefly, in February of this year I ordered a limited-edition item in a time-limited offer from a band's site and, while the order was confirmed, I hadn't heard anything by the middle of March. The band's site didn't mention anything about fulfilment or despatch estimates, I just knew the order was despatched using a 48-hour delivery service.

I sent a query into Sandbag as they manage the merch, and within a day Louise got in touch to let me know that (a) the item was in fact a pre-order, and (b) that it would be fulfilled at the end of March.

Unfortunately the band's emails and website didn't include this info so now — thanks to Sandbag — I've found out All I Need and Everything (is) In Its Right Place 🙌

Very friendly, helpful, and professional.

Excellent service when wanting to return t-shirt bought in third man store in London.
Tammy was quick to reply and organised an exchange for the correct size quickly, efficiently with no issues.
Thanks

Glad to get a response this time instead of what happened last time because the last time I had to email you guys I’ve had to email/explain multiple times to get a response which was a horrible and disgusting experience since I shouldn’t of had to do multiple emails to hear from you guys so I’m glad this time it all worked out this time and had a better experience.

I sent an email to BLS/Sandbag UK with a question about my order and they responded with the information I needed quickly. In spite of the fact that they are in the middle of a transition of moving their warehouse/facility.
I am very happy and wanted to share my opinion.

They were very helpful and responded very fast. They were clear and now I don’t have to worry about my order anymore.
They were very kind.

Brilliant - extremely helpful excellent community and customer service. Thankyou so much !!!!!

Emails answered promptly regarding an item and issue resolved quickly

Very speedy and clear response (literally heard back within 3 hours).

Great and Quick customer service. The best in the whole music business.

Purchased an Incubus sweatshirt for my wife the end of January. Said it was in stock and I paid $15 for 1-5 day shipping. After 3 weeks of hearing nothing on the staus of my order I decided to email the company. This is the second time in 2 months I've had an issue with Sandbag...same issue actually. The website did state orders wouldn't ship until early February. That's fine, but 3 weeks into the month and no status update is frustrating. I did receive an email back from Sandbag, and it's always an excuse. They said the rollout of their new warehouse didn't go as expected and they still had no info on my shipment status, but they could refund my purchase. While I appreciate that, it sucks when you are buying something as a gift for someone. Also, looking at their website now, it shows the item I purchase to be sold out. So, I'm guessing these guys are selling items they have no idea how much stock they have, and then when they run short, the customer gets to sit and wait until more merchandise comes into stock. Not a good way to earn trust or good reviews from your customers. My wife is a diehard Incubus fan, but I will never buy another item from their official store as long as Sandbag is the provider of their merchandise. Not sure how in the world people are providing so many positive reviews, when the last two orders I've made have been an absolute mess. Be warned the item you were told was in stock may actually take 2-3 months before you get it, so be prepared to wait and get little to no customer service.

Communication is top tier. Prices are fair.

J'ai signalé un pb de seam split sur un vinyle et ils m'en ont renvoyé un autre immédiatement

They use an integrated Shop app system to populate delivery address, unfortunately for me Shop provided the wrong address when buying a Johnny Marr T-shirt. It also did not provide me with a chance to review this before ordering. I noticed the wrong address within 2 minutes of the order being placed and used their online form to make notice of this (this was on Friday evening). Come Monday I receive an email saying they can't change anything because the warehouse has already processed it. Given they provide you with a webform and I submitted it 2 minutes after the order, what's the point in offering this, as you can't deliver on it. When asking if they could provide an alternative solution, preferably a refund, this was the response:

Once an order is placed, all data is transferred immediately to our warehouse system. Our warehouse team begins picking and packing orders as soon as their shift starts in the morning, and orders move through this process very quickly.
Whether we’re able to intercept and cancel/make address updates to an order depends entirely on where it sits on the packing lists. Sadly, on this occasion, your order was packed early this morning before we were able to catch it.
Due to the large volume of orders being processed, it is logistically impossible for the warehouse team to locate or retrieve an order once it has been packed.
I’m really sorry for the inconvenience this has caused, and I appreciate that you followed the online steps straight away. While we offer customers to submit changes, it does not guarantee that we can apply them in time, as this depends on the warehouse’s processing speed.

Do you have an onward delivery service in place so your mail will reach you at your new address?

Of course, if your order is returned to us as undelivered, we will be in touch with you.

Once again, apologies for the disappointment caused.

Kind regards,
Louise, on behalf of the Customer Service team

Given how many artists they sell merch for, I would expect a better system or at least customer service that offers you solutions rather than a 'nothing we can do guv' response. I am not hopeful in the postal system returning this, they are just going to dump it at the door of the wrong address. Effectively making this customer service email useless.

Money and time wasted.

Unfortunately I received a damaged product. I sent a photo and requested a replacement, and within a few hours, received a refund. Unfortunately the product was sold out so they couldn't replace it. But the speed and ease with which they helped me was in line with what you'd expect from the merch store for the greatest band in the world.

Very helpful and efficient staff reply. Quickly solved my dilemma. Service excellent.