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We Collect & Analyse Reviews

Cuyana
Experiences & Reviews

Cuyana is a fashion brand offering women's apparel, leather goods and accessories sold primarily through its own online store and select retail channels. Consumers researching reviews should expect a brand positioned in the premium segment that ships internationally and operates direct-to-consumer sales and support channels.

Overview & Key Metrics

Reviews Analysed 21
Positive Sentiment 29%
Latest Review 12d
Overall Rating
2.1

Our Analysis

🎯

Service quality

Most reviews cite repeated failures in order processing, shipping delays and inconsistent after-sales support that often remain unresolved.

Share
24%
Weak
💰

Value for money

A small set of reviewers question value after defects or partial refunds and complain about return costs and refund handling.

Share
5%
Weak
⚡

User experience

Checkout, payment and returns processes are frequently reported as frustrating; some users praise the website but many report failures.

Share
9%
Weak
🔧

Product quality

Product feedback is mixed: several buyers praise leather goods and durable items, while others report poor material, pilling or stitching failures.

Share
15%
Mixed
📞

Communication

Frequent complaints about unanswered phones, slow or no email follow-up, and automated ticket closures without substantive resolution.

Share
21%
Weak
⭐

Overall experience

Overall impressions skew negative due to service and communication problems, though some customers report positive product and delivery experiences.

Share
26%
Weak

View all 21 public customer reviews – filtered by relevance →

Our Independent Methodology

How we analyse customer reviews without bias

Data Collection

We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.

AI Analysis

Our AI detects patterns in genuine customer experiences without modifying content.

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Zero company influence. No payments, no bias — just real customer voices.

Always Current

Updated regularly with the latest reviews and customer feedback.

All Customer Reviews

Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.

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Filter by Source

Showing all 21 reviews

All Customer Reviews

Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025

S
Susan
trustpilot.com Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 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 Sep 30, 2025

Selling damaged products

The bag had clearly been folded improperly in storage...

F
Fourbabies
trustpilot.com Sep 30, 2025

Nice products but terrible customer…

Nice products but terrible customer service. Cannot print return l...

H
HMM
trustpilot.com Sep 30, 2025

No return follow up

Good merchandise and fast delivery but no customer service follow up. I emailed t...

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Conclusion

Reviews show a clear pattern: many customers praise product materials and timely deliveries, especially for classic leather bags, while a larger portion report poor post-purchase support. Frequent issues include unanswered calls, slow or absent email follow-up, payment/checkout failures and refund or returns disputes. If you consider buying from Cuyana, check the current return and warranty policy and verify shipping timelines for your region. For higher-value purchases, document orders and correspondence in case follow-up or dispute resolution is needed.