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.
Examples from available reviews (Dec 2021 – Feb 2026).
Order partially unfulfilled and shipping delays ruined Christmas gift expectations.
“This company does not value their customers in the slightest.”
Recent tee was low quality, pilled, see-through, and poorly stitched.
“low quality material, see-through, does not hold shape”
Multiple orders repeatedly canceled and support ignored numerous inquiries.
“Quite clearly, they are uninterested in my business.”
Customer support responded quickly and resolved the problem satisfactorily.
“Customer support was super fast and attentive to every detail of my order.”
Majority of reviews report unresponsive or dismissive customer service: long hold times, unanswered emails, and unresolved support tickets affecting orders and returns.
Several reviewers describe refund problems, partial refunds, or unexpected charges; some say pricing isn’t justified given their experience with returns or repairs.
Customers report checkout and payment failures, repeated order cancellations, and difficulties with the returns process or printing return labels.
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.
Many reviews describe weak order and shipping communication: missing tracking updates, voicemail-only phone lines, automated tickets, and delayed or no follow-up.
Overall impressions lean negative for many customers due to service and communication failures, though some users report good products and quick resolutions.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (25) · Collected.reviews (1) · Quotes shortened · As of: February 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 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.