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Bad customer service; they have kept me on a leash for months. Would love to buy the Tommy New York bag. At first it was an instore launch. Contacted the store and customer service. They told me there would be a second launch online, so it was possible to order that particular bag from the Netherlands. I were on a waiting list for this bag. Visited New York in January, got a mail in February that I could pick up my bag in the SoHo store 🙄. Very frustrating! It was on the website, but still only available in store. Contacted the SoHo store and customer service for options, but no cooperation at all. They kept me on a leash, telling me they were looking into the matter with management and retail location. After weeks contacted customer service for any updates. At the end they did nothing!! No service at all. I have several Tommy bags. This particular one was written all over me, I have a love for New York (be there once or twice a year) and I really love the Tommy bag. Would it be so hard to send me one, it is still available. They kept telling me lies. I’m so disappointed in the brand. No more Staud items for me, I’m done.

My bag order didn’t come with any dust bag. The packing was a let down, like a cheap brand :( very disappointing. It came in a plastic bag with paper wrapped around the handle. The bag came packed loose too in a big box means it was probably bouncing around during transit.

I ordered a custom order that was supposed to take 5-8 weeks. We're currently at week 10 and no one is available to help me via phone or email. I'm going to be stuck without my order and their team does not care.

I feel like I'm getting scammed and will be warning everyone I know about this experience.

Do not order from them. I made a large order and unfortunately none of the items fit, so I returned them immediately (next morning). I did receive an automated email stating they received it and would process my return and refund *within* 5 business days. It is now the 11th business day (and i am very flexible as Christmas and New years also passed, so I understand they aren’t working some of those days) - but they haven’t even responded to my email inquiring why it’s been more than the 5 days they ensured me, which seems very disorganized of them. I absolutely would never order from them again for this reason alone. The ease of returns with other companies such as saks are what make me consistently shop at those kinds of places, and write off places like Staud now. Unless you feel like dealing with a very long and drawn out return process, I’d stay weary.

I bought a moon bag worth more than £200 and they sent me the wrong bag. I immediately contacted customer services to ask for an exchange and I needed it quickly because they only give 14 days for returns/exchanges and I am going away for two weeks. I emailed them again during the week but I haven't heard from them yet and now it's the weekend. It's been a week since I received the wrong bag and I am leaving to Spain in a week. Also the bag I received is cheaper than the one I ordered so I have paid more for a bag I don't have. I will never buy from this company again.

It was my first order. The boots were for my birthday. I got the delivery today! I am in shock. I am devastated and disappointed! They sent me a pair of used, second hand boots for $400!!! The boots are not in sale. They are in stock but they sent me a pair of used one!!!

The shoe box was damaged. There is NO dust bag for boots! The boots have wrinkles, they have dirt under the pairs! The protection inside the pairs was not original too!!! I am in shock!!! I want my money back!!! The phone number written on their website is not working either!! 100% fraud, scam!! How can you send a pair of used boots for $400?? I want my money back!!!

I appreciate the manager of Staud for following up with me and making this right.
I will give them 4 stars now -

Not a great customer service experience, some shoe designs look suspiciously similar to other brands. Buy elsewhere

I ordered a final sale item and received the wrong size. I emailed them and did not receive a response (6 days had passed). I had to call in order to get this resolved.

I ordered a pair of shoes. Staud charged my card the same day I ordered. A week later and I still hadn’t received a shipping notice. I emailed customer service; it took 4 days to respond, simply saying they’d contact the warehouse and let me know when they heard back. Two days later, I get a generic email from customer service asking how I was enjoying my order. I responded to that email saying I’d love to review the order but I never got it and said I was going to dispute the payment with my credit card company if I didn’t hear back soon. The next morning, I received an email cancelling the order and saying a refund would be issued. The shoes are now out of stock, even though they’re still listed as available in my size on the website.
Here’s my main issue. If they’re truly experiencing supply chain issues, that’s fine. I wasn’t in a big rush and didn’t need the shoes for a specific occasion. I didn’t mind waiting for them. But don’t charge my card for an item that’s not in stock. I shouldn’t have to go after the company for updates on a back ordered item. Part of my job is working on order management systems and their system sucks. Poor communication between customer service and the warehouse and poor integration between their website and inventory system.

I'M DEF FEELING A LITTLE PONZIED BY STAUD.

I ordered two cardigans from their online store - one red and one grey. But, these are the items that I got instead when I received the package: one red, one YELLOW, and a pair of boots that I never ordered. When I reached out to the customer's service, the representative said they no longer have the grey one so I decided to keep the yellow one since I've already paid for the same item in a different color.

As to the boots that I was sent by accident, the representative had the audacity to tell me to bring it to a local FedEx/ups to ship them back. When I told her that I don't think it's fair for me to dedicate my time and money to return this item for their mistake and told them to arrange the FedEx pick up from my place. When I gave them the desired time for a pick-up, it took the entire week to respond to my email and gave me a very last-minute notice that the FedEx agent will arrive sometime today. Also, the rep said I should go get a shipping box to properly pack the item before I send it out so I told her the best I can do is to tape and seal the shoe box and place a pre-paid shipping label on it as their mistake has been costing so much inconvenience and stress on my end. I will never buy anything from this store because of the lack of customer care.

DO NOT SHOP HERE. I had a voucher which wouldn’t work and required three reissues to work. A functioning gift card then meant I couldn’t used the discount code available to all shoppers in a sale. After being told to pay at full price and that I would be reimbursed the discount amount STAUD then said I was only entitled to a discount on one item even though I’d been able to get it on all items when I’d applied it myself at checkout (before realising applying the code meant I couldn’t use my gift card). I asked for a refund on all items and a week later I checked back in and they said they had to wait for the items I had ordered to come into stock before they could cancel the order. A MONTH later with no contact from STAUD I got in touch again and they having clearly completely forgotten me, issued a refund conf email, which stated gift card amount was a discount. So I had to return again to ask that they refund the card amount to the gifter too and to point out that a 200USD card is in fact not a discount. Then another several weeks later I realised they hadn’t refunded the extra money I’d spent even though they’d issued a refund email and the gift card amount refunded after the extra amount had come through. When I got back in touch they were rude and condescending before realising they hadn’t actually properly refunded me. The whole process took months and about thirty emails back and forth. Honestly the absolute worst shopping experience of my life. From the other reviews I’ve read it actually sounds like this experience is one of the better ones.

2 months later i still dont have my items

i made an order 2 months ago. I received a package with all the wrong items. It took them a month to get a return label in order, and now in the meantime, they now told me that since my order , they have run out of one of my items, but that they can send a smaller size ...
despite it being them that send all of the wrong items, they are refusing to send the correct items until they receive the wrong items, which i have sent back weeks ago now

Ditto every terrible thing you read below…do not shop there! I will just have to eat my $400 since I never received my refund. They suck!!

I purchased total of 14 dresses/tops from Staud out of which 3 didn’t work for me. I called their customer service line, left several messages but no one ever called me back! Their customer service is extremely poor!

First time shopping with them. I ordered a bag on sale. I was very excited to try them out. It just arrived and as I unboxed it there are scratches and scuffs in the leather. I reached out to customer service to just see about exchanging it for an undamaged one. They refused. I’m really confused by this. I took photos right after it arrived and sent it to them. Tags and everything are on the bag and they just said ‘sorry you got a bag damaged but it’s on sale, no returns.’ Very unhappy as I’m not asking for money back just an exchange. Reached out again and no response. Don’t recommend buying from them they don’t even stand by products even before you receive them.

Awful customer service ever. Return my order and didn’t get my 300$ back. Send a lot of emails and calls but they ignored me.

Can't even find a words to express myself! Thieves and liars!!! Don't exept return from Canada! They gave me a favor to exept return for the Store credit and my return got stuck somewhere else, because they provide me with the fake address! It's almost 2 months now! Can not reach them! No return, no store credit, no bag!!!
Horrible experience ever!!!

Terrible Slow Shipping. Customer Service never got back to me about the order. One week after I placed the order and paid for overnight shipping I am yet to receive a shipping notification.
NOT HAPPY!!! Not going to order again. They need to get on with the game of shipping on time and communicating with customers. Disappointing experience!