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Bought a Midi Maestra for someone as a gift, but when she tried it, her small laptop just didn't fit well inside. I called their customer service wanting to swap it for the regular Maestra instead, which costs significantly more. They shot me down saying the Midi was final sale. I wasn't even asking for my money back, just a simple exchange for a better-fitting size. The fact that they wouldn't work with me on this basic request makes me hesitant to recommend them to anyone. It's disappointing customer service for a brand at this price point.

Fair warning about posting anything critical here. They seem to remove negative reviews or block them from showing up. I spotted a negative post about their Handbag Revival imperfect collection and now it's disappeared. I wrote one myself after getting a Perfectly Imperfect Mini Maestra and my review never made it through either. My bag showed up with the body and strap in two different shades of the same color, which is pretty noticeable. Another person had posted about getting a defective zipper that broke after minimal use, and her review vanished too. For items labeled as imperfect, they're still charging premium prices while not being transparent about specific defects. They should at least tell you what's actually wrong with each bag. I'm pretty disappointed in how they handle this stuff.

I'd give this zero stars if the system allowed it. They market items as gently handled when they're actually used, and they refuse returns on anything. Plus they don't respond to emails. In Europe, buying online means you have consumer rights to return products no questions asked, but they ignore that completely. They're essentially selling damaged merchandise to people and pocketing the money. Looking at their website reviews, they're all from influencers they've paid to promote them.

Really let down by this purchase. I've shopped with them before and had good results, but this time around has been awful. I placed an order on December 8th that included a bag and two wallets as Christmas gifts. After I checked out, they told me one of the wallets wasn't available in the color I wanted. They suggested alternatives, but nothing appealed to me, so I asked if they could ship it when they had it back in stock or just refund that portion. That was December 13th and I haven't heard anything since. I've tried reaching out multiple times through email and their contact form, but their site keeps acting up and I'm not getting any responses. This feels really unprofessional.

Really happy with my purchase from them. I ordered three different bags: a Mini Maestra, Midi Maestra, and an Alunna. Everything showed up fast and came super well packaged. The craftsmanship is outstanding, and I've been using them as work bags with zero issues, not even a scuff. The quality throughout is exceptional, and I'm definitely planning to shop with them again.

Watch out with this company. Their customer service has really taken a nosedive. I own a couple of their bags, including a Maestra and an Aria. I wanted to get the strap replaced on my Maestra a few months back, which costs ninety-five dollars plus shipping and tax. It took forever, about two months total, to finally get it done because someone from their team was super slow at responding and dragged out the whole process. And then when they finally sent it, it was the wrong color. I'd double-checked with them what color they'd be shipping, but something different arrived. Once I pointed out the error, they told me I have to send the wrong one back first before they'll mail the correct one, which is just adding more delays to an already frustrating situation. You don't expect this kind of treatment from a luxury brand. I'm done shopping there. Not worth paying premium prices for this kind of headache.

I've got a refund problem that's been dragging on. Back in late November, I ordered a smaller barrel bag and got it within a week. I realized pretty quickly it was too compact for what I needed, so I returned it the next day and bought the bigger version instead. The warehouse confirmed they received my return on December 2nd. Their policy says refunds happen within ten business days, so by mid-December I should've had my money back. I sent an email asking about the delay on December 16th. I've tried contacting their concierge team five different times, but they've completely ignored every single message. Not one response. At this point I've had to ask PayPal to step in and help me get this refund. Their customer service is honestly terrible. This was my first and last time shopping there, and it has nothing to do with how the bags are made but everything to do with how they treat people after the sale.

I'm absolutely frustrated with this purchase. I grabbed a vegan bag during their Handbag Revival promotion and it turned out to be totally misrepresented. It's actually made from PU material and definitely not sustainable like they claimed. When I tried to return it because it arrived damaged, customer service refused to do anything about it. I figured with celebrity endorsements and all those influencer collaborations, it would be a solid choice. That $500 was a complete waste.