Many reviewers compliment certain leather bags and classic totes, saying the materials feel high quality. More reviews focus on slow or absent customer service, shipping delays, and items arriving creased or poorly packed. A small number describe quick, helpful support that fixed orders. Several people also mention unwanted daily marketing texts and single replies that don’t lead to a resolution.
Examples from available reviews (Dec 2021 – Mar 2026).
Bag shipped folded, leaving permanent creases; support refused return.
“I bought a bag for over $300 and they shipped it to me FOLDED IN HALF”
Order delayed over two weeks and not shipped.
“Cuyana failed to ship an online order for over two weeks.”
Classic tote arrived quickly and felt extremely high quality.
“The bag is gorgeous and extremely high quality”
Customer support responded quickly and resolved the problem satisfactorily.
“Customer support was super fast and attentive to every detail of my order.”
Most service feedback points to no replies, late shipments, canceled orders, and refunds that don’t get resolved. A smaller group describes fast, attentive help that corrected shipping mistakes. Many negative reviews return to unreliable shipping and difficulty reaching someone by phone or email.
Critical reviewers cite high prices alongside damaged or underperforming items, including broken zippers and weak fabric. Supportive reviewers say the leather goods and classic totes justified the cost and matched their quality expectations. Overall, value feels strong for some leather pieces, while some apparel or damaged deliveries leave buyers disappointed.
Packaging and delivery often undercut the unboxing, with items described as folded, wrinkled, or crammed into small envelopes. One reviewer points to a strap design that leaves ends hanging when shortened, suggesting fit-and-finish issues on some products. Only a few mentions describe easy returns or smooth pickups, and those are less common.
Reviews range from praise for well-made leather to clear quality problems such as pilling, see-through fabric, weak stitching, and accessories that don’t fit well. Several customers report creases from shipping or broken hardware on arrival. Specific handbags and totes get repeated compliments, even as other buyers flag these defects.
Customers often mention emails that go unanswered, phone lines that lead to voicemail, and one-time replies with no follow-up. One reviewer also calls out daily unsolicited text messages as a separate annoyance. A smaller set of interactions describes responsive staff who quickly fixed address or shipping errors.
Stories about poor service and shipping dominate, making the buying experience feel unpredictable. Positive notes center on satisfaction with certain leather items and the occasional quick support interaction. Taken together, the feedback shows sharply split outcomes for shoppers.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (25) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Bag shipped folded, leaving permanent creases; support refused return.
“I bought a bag for over $300 and they shipped it to me FOLDED IN HALF”
Order delayed over two weeks and not shipped.
“Cuyana failed to ship an online order for over two weeks.”
Wallet shipped poorly packaged, leading to disappointed unboxing experience.
“the company sends it in a liottle cotton bag, jammed into a tiny non-padded envelope.”
Strap design causes ends to hang over bag when shortened.
“the ends of the strap would hang over the bag which is very ugly”
Store staff great but company sends daily spam text messages.
“I receive spam texts from the company every.single.day.”
Promised discount code delayed despite repeated contacts; eventually provided.
“still no discount code, just my time wasted.”
Multiple orders repeatedly canceled and support ignored numerous inquiries.
“Quite clearly, they are uninterested in my business.”
Recent tee was low quality, pilled, see-through, and poorly stitched.
“low quality material, see-through, does not hold shape”
Customer service responds once but fails to follow up further.
“They will respond one time saying the want to help and that is it.”
Support failed to refund gift card amount as promised, leaving $600 stuck.
“I now have $600 stuck on a gift card”
Order partially unfulfilled and shipping delays ruined Christmas gift expectations.
“This company does not value their customers in the slightest.”
Loves handbags, leather quality, and lightweight sleepwear fabric.
“The leather is amazing and the styles are gorgeous.”
Unable to contact customer service to arrange return pickup.
“I’m having a difficult time getting in touch with a human”
Passport cover did not fit and company refused to accept responsibility.
“Purchased a passport cover that didn’t fit my passport”
Order placed for a $400 bag but customer service unreachable.
“The number listed is an answering machine saying they cant answer phones”
No updates after ordering; messages unanswered and no phone support.
“On of the worst customer service.”
Customer support responded quickly and resolved the problem satisfactorily.
“Customer support was super fast and attentive to every detail of my order.”
Customer service promptly corrected wrong shipping address and delivered correctly.
“they were very responsive and addressed the error that I made.”
Classic tote arrived quickly and felt extremely high quality.
“The bag is gorgeous and extremely high quality”
Zipper broke and company refused repair, claiming no purchase record.
“they had no record of my purchase and they basically told me to bad.”
Overnight shipment delayed over five days and support unresponsive.
“The phone number says no one is available”
Good products but calls and emails go unanswered.
“Good quality merchandise but terrible customer service.”
Bag was wrinkled from improper folding or shipping.
“One end was completely wrinkled.”
Products liked but customer service failed to assist with returns.
“Cannot print return label, no response to email, and the hold music is driving me crazy.”
Fast delivery but no response about return; had to contact credit card.
“Good merchandise and fast delivery but no customer service follow up.”
If you need a jewelry case, I'd recommend any place other than this. Cuyana has horrible rude customer service. They could not find my order number after my never receiving a receipt. Item had supposedly been shipped via Fed Ex yet Fed Ex says item appeared to be in their system for a couple of days then disappeared. All points show it was never shipped. Tried to get help from customer service but after being put on hold for nearly half an hour, was rudely dismissed and told to wait a few days. I disputed with my credit card and after three months was told they sided with Cuyana because the item was shipped. Really? Upsetting as the product was never delivered. I would never do business with them again and buyer beware.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Cuyana is a U.S. fashion retailer that designs and sells women’s apparel, leather goods, and accessories. Its lineup often includes handbags, totes, small leather goods, wallets, and ready-to-wear pieces. The brand sells online and runs physical stores and pop-up locations. Prices sit in the mid-to-high range for leather items and wardrobe basics.