Reviews Analyzed
21
We Collect & Analyze Reviews
Cuyana
Experiences & Reviews
Cuyana is a direct-to-consumer women’s fashion brand selling handbags, apparel, and accessories, with a focus on leather goods and minimalist design. Customers primarily purchase through the company website and occasional retail partners. Shoppers researching Cuyana often look for information about product durability, shipping and returns policies, and customer support experiences.
Overview & Key Metrics
Positive Sentiment
29%
Latest Review
28d
Overall Rating
2.1
Our Analysis
🎯
Service quality
Majority of reviews report unresponsive or dismissive customer service: long hold times, unanswered emails, and unresolved support tickets affecting orders and returns.
Share of mentions
Weak
23%
💰
Value for money
Several reviewers describe refund problems, partial refunds, or unexpected charges; some say pricing isn’t justified given their experience with returns or repairs.
Share of mentions
Weak
7%
⚡
User experience
Customers report checkout and payment failures, repeated order cancellations, and difficulties with the returns process or printing return labels.
Share of mentions
Weak
8%
🔧
Product quality
Opinions split: multiple reviewers praise leather bags and sleepwear durability, while others report poor recent materials, pilling, loose stitching, and damaged or ill-fitting items.
Share of mentions
Mixed
13%
📞
Communication
Many reviews describe weak order and shipping communication: missing tracking updates, voicemail-only phone lines, automated tickets, and delayed or no follow-up.
Share of mentions
Weak
22%
⭐
Overall experience
Overall impressions lean negative for many customers due to service and communication failures, though some users report good products and quick resolutions.
Share of mentions
Weak
27%
Our Independent Methodology
How we analyze customer reviews without bias
Data Collection
We analyze public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (December 2021 – October 2025).
The WORST customer service and order processing
"I placed my order on Dec 9 and paid for upgraded shipping to make absolute sure it would arrive in time for Christmas, as this was a gift for my mothe..."
Krosel
Trustpilot
Oct 01, 2025
Featured for: Order processing and fulfillment failure
Low Quality Material that Lasted Two Wears
"I have multiple shirts and a robe from Cuyana that have lasted years and held up very well. Their recent scoop neck tee is low quality material, see-t..."
Emily
Trustpilot
Oct 01, 2025
Featured for: Product defect and refund dispute
Im giving 1 star because that is the minimum allowed.
"A starless response would pale in comparison. I have written more than 20 emails with perhaps 5 automated replies to inform me someone relevant would..."
bee l
Trustpilot
Oct 01, 2025
Featured for: Repeated payment and cart cancellations
Customer support was super fast and…
"Customer support was super fast and attentive to every detail of my order. They so..."
Alan Alonso
Trustpilot
Oct 01, 2025
Featured for: Positive customer-service resolution example
All Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: October 2025
S
Susan
trustpilot.com
Oct 01, 2025
Terrible customer service
Terrible customer service. I was promised a discount code. After three days of e-mails, phone calls, and texts, still no discount code, just my time w...
b
bee l
trustpilot.com
Oct 01, 2025
Im giving 1 star because that is the minimum allowed.
A starless response would pale in comparison. I have written more than 20 emails with perhaps 5 automated replies to inform me someone relevant would...
E
Emily
trustpilot.com
Oct 01, 2025
Low Quality Material that Lasted Two Wears
I have multiple shirts and a robe from Cuyana that have lasted years and held up very well. Their recent scoop neck tee is low quality material, see-t...
S
Sandra Kantack
trustpilot.com
Oct 01, 2025
I know working in customer service can…
I know working in customer service can be stressful I’ve done it before. But Cuyana doesn’t follow up with their em...
N
Nikita M
trustpilot.com
Oct 01, 2025
incredibly disappointing…
I’ve had an incredibly disappointing experience with your customer service. The customer care number is always on voicemail—no one ever answers the ph...
K
Krosel
trustpilot.com
Oct 01, 2025
The WORST customer service and order processing
I placed my order on Dec 9 and paid for upgraded shipping to make absolute sure it would arrive in time for Christmas, as this was a gift for my mothe...
K
Karen Davis
trustpilot.com
Oct 01, 2025
I love the handbags so much.The leather…
I love the handbags so much.The leather is amazing and the styles are gorgeous. I have a lot of their sl...
R
Reid Bodek
trustpilot.com
Oct 01, 2025
I’m stumped about returning items!
I’m stumped! I’ve gifted and purchased many items from Cuyana. I’m having a difficult time getting in touch with a human and when I do, it’s obvious t...
A
AWJ
trustpilot.com
Oct 01, 2025
Horrible product design and customer service
Purchased a passport cover that didn’t fit my passport - how is this possible when passport dimensions have been standardised internationally for over...
M
Maria
trustpilot.com
Oct 01, 2025
No customer service !
I placed an order online for a cuyana bag and now I am trying to contact customer service. The number listed is an answering machine saying they cant...
V
Vrushali Rao
trustpilot.com
Oct 01, 2025
I would have given minus if there was…
I would have given minus if there was one. On of the worst customer service. I placed an order for a jewelry box on December 4th & no information as t...
A
Alan Alonso
trustpilot.com
Oct 01, 2025
Customer support was super fast and…
Customer support was super fast and attentive to every detail of my order. They so...
A
AS
trustpilot.com
Oct 01, 2025
I had a great customer experience
I had a great customer experience. I had the wrong shipment address, and so when I contacted customer service they were very responsive and addressed...
A
Ann
trustpilot.com
Oct 01, 2025
Quality bag and easy ordering, shipment was fast
My classic tote arrived after 3 days of ordering and I live in Singapore. The packaging was simple with the bag folded in a dust bag in a bubble wrapp...
A
Amber H
trustpilot.com
Oct 01, 2025
Awful customer service
Awful customer service. Purchased several items from them over the years and the last item I purchased the zipper tab broke making it impossible to op...
A
Alice Miller
trustpilot.com
Oct 01, 2025
No customer service
No customer service, have had something overnighted and haven’t received it in 5+ days. The phone number sa...
I
Iryna Br.
trustpilot.com
Oct 01, 2025
Good quality merchandise but terrible…
Good quality merchandise but terrible customer service. Called many days in a row, no answer. There was also no answer to emails (they just give you a...
J
Jon
trustpilot.com
Oct 01, 2025
Selling damaged products
The bag had clearly been folded improperly in storage...
F
Fourbabies
trustpilot.com
Oct 01, 2025
Nice products but terrible customer…
Nice products but terrible customer service. Cannot print return l...
H
HMM
trustpilot.com
Oct 01, 2025
No return follow up
Good merchandise and fast delivery but no customer service follow up. I emailed t...
Conclusion
Reviewers frequently report problems with customer support responsiveness and order/shipping communication; many describe long hold times, unreturned emails, and unresolved tickets. At the same time, several customers praise Cuyana’s leather handbags, totes, and some apparel for quality and fast delivery. If you value product materials, reviews show examples of durable leather and well-performing sleepwear, but also isolated reports of pilling, stitching issues, and damaged items. For higher-cost orders, retain order confirmations and consider payment protections, and review the company’s return and warranty terms before purchase.