Hello Laura,
Thank you for sharing your feedback regarding your recent order experience.
We sincerely apologize for the inconvenience caused regarding the non-delivery of your order and the delay in our response. After reviewing the case, we found that your previous email had unfortunately been routed incorrectly, but our team has now retrieved it and is actively working to assist you further.
We would appreciate the opportunity to discuss this further with you and confirm the preferred resolution for your order.
We have sent you an email regarding this matter. Kindly respond to the email at your convenience so we can continue assisting you further.
Thank you again for your patience and support.
“Quality of the towel is top notch, lightweight but soft. Patterns and colors and beautiful. There is extra space to add a few more items as well. Big disappointment: straps are not adjustable. I have broad shoulders. The bag is tight on me bc the straps are too short. I like a drawstring bag to hang a little looser, but this doesn’t really give enough room to hang. Looks like I’m wearing a kids bag. For size reference, I’m 5’7 and 170lbs..”
Hello Elyse,
Thank you for sharing your feedback regarding your recent purchase of the Swirl Turtle Towel Bag.
We’re very happy to hear that you loved the towel quality, softness, and beautiful design. At the same time, we’re sorry to hear about the inconvenience you experienced with the strap fit and sizing.
We would love the opportunity to discuss this further with you and review the issue more closely so we can help with the most appropriate resolution.
We have sent you an email regarding this matter. Kindly respond to the email at your convenience so we can continue assisting you further.
Thank you again for your feedback and support!
“I purchased the Sand Towel at a local gift shop about 2 years age. It goes with me on every vacation I take. On one vacation in particular, I used the towel as a blanket in the hotel. It serves so many more purposes than just a beach towel. Planes are often cool, so it is great to just wrap around your shoulders to keep the draft away.”
“Our Kiki towel bag ripped within days of using it for the first time while we were out on the beach. I contacted support with photos and they offered to issue a 20% refund or have me exchange or return the towel. I’m on vacation. I don’t want to go through the hassle of returning a towel when they could easily send me a replacement. And a 20% refund is only $12. It’s already inconvenient that the towel ripped but now my only options are - get $12 and keep the damaged towel, or go through the second inconvenience of returning it while I’m on vacation (or remember to do it when I get back.) The towels are nice but I’m leaving one star for the poor customer service. I should get a replacement towel sent to me right away. Needless to say I won’t be buying sandcloud towels anymore. I’ll take the cheaper knockoffs on Amazon, especially if they’re gonna rip anyway.”
Hi Selwa,
Thank you for sharing your feedback with us. We sincerely apologize again for the inconvenience and frustration you experienced with your Kiki Towel Bag, especially while you were on vacation. We completely understand how disappointing it must have been for the item to rip so quickly and for the resolution process to feel inconvenient during your trip.
We truly appreciate the opportunity to make things right, and we’re glad we were able to resolve the issue for you. Customer satisfaction is extremely important to us, and feedback like yours helps us continue improving both our products and support experience.
If you feel that your concern has now been appropriately addressed, we kindly ask if you would consider updating your review. We have also emailed you a direct link to update your rating and review on the Reviews platform for your convenience.
Your updated review would not only reflect our commitment to addressing customer concerns promptly, but would also help provide valuable insight to other customers about our dedication to improving based on customer feedback.
Thank you again for your patience, understanding, and support of Sand Cloud and our mission to help protect our oceans and marine life.
“I bought this for my upcoming trip to Panama.
It will be great to trek around with my towel/backpack through the jungle at the beach.
The only reason I gave it 4 stars is because of the price point.”
“I like the turtle design and how clever the bag design is. However, the straps are pretty tight if I wear a jacket. Would really help if they could be adjustable. I noticed on your website that both men and women just sling the bag over one shoulder. That is not what I want to do while walking miles on the beach. I want it to be a true backpack.”
“Awesome! We have a weight limit flying and wanted to take beach towel with us. This towel is amazing and lives up to the advertisement where sand doesn’t cling to the towel aND to also have a creative back pack with pocket inside.”
