Cuyana Avis 32

I bought a Cuyana mini tote and initially thought there was a problem with the key fob. When I called, and emailed, both were answered immediately and my issue resolved expediently. They were polite and helpful, when it was all error on my part.

I bought a bag for over $300 and they shipped it to me FOLDED IN HALF in a small box. I was quite shocked as the leather was damaged with large creases and indents in the middle of the bag where it was folded. When I raised it with Cuyana they said that’s normal and that I should use a hairdryer to warm it up to remove the creases. My goodness wanted to send it back and they said no and I would have to pay for shipment etc
They also took ages to reply, sometimes over a week and it was often a different representative. By the end of it they just went quiet and stopped responding altogether so I gave up. Just dreadful service, policies and shipment. The product was alright but not worth all of that nonsense. I would say AVOID LIKE THE PLAGUE. It is over 3-4 months now and the creases are evident as day 1. Shocking.

DO NOT BUY FROM CUYANA. Cuyana failed to ship an online order for over two weeks. Take your purchases elsewhere or regret it.

I spend $180 on a wallet and the company sends it in a liottle cotton bag, jammed into a tiny non-padded envelope.
Could not have been more disspointed with this user experience.
You care more about your margins than including the product in a $0.50 box and a proper package suited for shipping. Message received.

Ordered the small system tote online and I love the size , soft leather and secure zip. However there is a flaw with the strap cos when I tried to use the hole for the shortest strap, the ends of the strap would hang over the bag which is very ugly

I went to the store in NYC and they were wonderful and helpful. I ended up buying the bag online (I'm in a tax-free state) but I will NEVER buy a Cuyana handbag again because I receive spam texts from the company every.single.day. Seriously, EVERY SINGLE DAY. I keep blocking the numbers but it's endless. SMH

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 wasted. This company does not care about its customers—or at least not those who hope to receive a promised discount.
Since I posted this, Cuyana did, finally, send a discount code.

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 respond within 24 hours - i never get one. Yet I do get promotion EDMs on a daily basis. I wonder what time frame they are on, and what system is being utilised. I am not their customer simply because i have made 14 purchases, all of which are confirmed and cancelled within 1 minute of each other. Nobody is resolving the issue - the bank on my end already white listed me so the issue is clearly not mine. I have had NO issues with any other brand’s payment system. i carted out 2-3 items each and every single time; 14 times!!! I have written through facebook, instagram and email. Quite clearly, they are uninterested in my business. This is the worst experience I have had with a brand. Fast fashion brands or supermarkets have better service than this. Im appalled and very disappointed. It has been almost a month.

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-through, does not hold shape, and is pilling after a few wears. The stitching is also poor quality and coming loose at the collar. I posted a negative review, with no request for any remedy, and their customer service emailed me with a demand for photos. I no longer consider Cuyana to be a high end brand.

Update: after kindly sending photos from the same email account I used for the order (also the same email to which they sent THEIR REQUEST for an item review), they accused me of never ordering the item. Again, I asked for nothing and simply submitted a review. Yikes.

Last Update: they would only issue a partial refund and charged me for all of their shipping costs. The item is so poor that it is no longer sold and wasn’t even eligible for their warranty program. I had to issue a chargeback with my bank.

I know working in customer service can be stressful I’ve done it before. But Cuyana doesn’t follow up with their emails. They will respond one time saying the want to help and that is it. The only follow up is to close the ticket.

I’ve had an incredibly disappointing experience with your customer service. The customer care number is always on voicemail—no one ever answers the phone, no matter when I call. Email support has been equally unhelpful; they’ve failed to resolve a very basic issue involving a gift card refund.

I was explicitly told over email that the full amount of my return—including the portion paid with a gift card—would be refunded to my original payment method. Instead, I now have $600 stuck on a gift card that I don’t want or intend to use, especially given this frustrating experience.

The bags I ordered were far too large, and now I’m left with store credit I don’t want, from a company I no longer trust. Very disappointed with the lack of transparency, follow-through, and customer support.

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 mother. One item shipped in a timely fashion and arrived on time. One of the items never processed -- despite the site saying processing is 2-4 business days -- and it was still not shipped on Dec 23. Customer service failed to respond to several emails (they conveniently don't have a phone number) and then when they finally did, they told me my order was shipped and would arrive on Dec 24. Only one of the three items from my order was showing as arriving on Dec 24 -- not the item that was still processing (2 weeks after I placed the order). When the final item was still not shipped on Dec 22, I sent another email asking them to overnight it. They then told me "this item is unavailable and had to be removed from your order" but would I like to place an order for a different color? Maybe I would have had I still had time to get it by Christmas! To make matters worse, the one item that actually did ship -- which they told me would arrive on Dec 24 -- is not arriving till Dec 26. Too late to give it to my mom, as I will be leaving home to visit her (3h drive) on Christmas day.

Buyers beware. This company does not value their customers in the slightest. I am a return customer and I paid over $1k for this order, which they failed to fulfill. I will never purchase from Cuyana again and will never recommend them to anyone.

Hold jer langt væk fra dette firma!! De svarer ikke, når man skriver til dem, og de sender ikke dine varer, men er rigtig dygtige til at hæve dine penge! Jeg har nu via min bank oprettet en indsigelsessag mod firmaet for at få mine penge retur.

Fup firma har nu ventet 1 1/2 måned. Og stadig ikke modtaget min pakke. De svarer ikke når du skriver til dem og ingen tager telefonen. Jeg er rasende - hold jer langt væk

Jeg har bestilt et par sko og har ikke modtaget dem det er over 3 uger siden.Har skrevet til dem men får ikke svar.Ja hold jeg væk fra dette svindel firma jeg er rasende.

Svindel. hold jer væk. firma eksister ikke.

I love the handbags so much.The leather is amazing and the styles are gorgeous.
I have a lot of their sleepwear. I live in Florida and really like the light weight fabric. It washes great.
I hang it to dry....

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 the human has not read my message. I simply want to return 4 items from my building, since I don’t have a car. My building is able to handle the coordination with various shippers. I’m astonished at how unreliable and inaccessible the customer “service” division is. Beware shoppers!!!

Purchased a passport cover that didn’t fit my passport - how is this possible when passport dimensions have been standardised internationally for over 100 years?

When speaking to customer service, they completely disregarded the product failure and lack of quality control. Instead, I was simply told to pay for return shipping and return import tax if I wanted to proceed with a refund.

Unreasonable and honestly putrid customer service.

Kan desværre ikke give dem 0 stjerne. Har bestilt for 900 kr og nu kan jeg desværre ikke sende mail til dem. De hedder både cayana.dk og cyuana.com
Det er virkelig svindel og humbug firma. De har aldrig sendt en ordrebekræftelse, men pengene er dog trukket. Efter jeg tog kontakt med dem 1 gang fik jeg mail tilbage med sporingslink. Efter 14 dage er pakken stadig ikke sendt af sted.
Nu kan jeg ikke sende mail til dem mere.🙈