Cuyana — Local services in San Francisco

Cuyana delivers inexcusable and embarrassing customer service. My advice, take your money someplace else.

I recently bought a purse for a friend for her birthday from their Fillmore location. While I was there, the sales associate pressured me into buying a jacket. I was very skeptical but was assured I could return the jacket within 30 days for a refund if I changed my mind. I took the jacket home two hours later and realized it wasn't for me. So, I tried to return the jacket well within their return policy, and the sales associate rudely told me she couldn't return it because it had "been worn." It had tags, the original bag and was in the exact same condition as it was sold to me two weeks prior.

To be clear, I have never worn that jacket in my life. To say "worn" would imply it was on my body for any substantial period of time. I merely tried on the jacket three times - once in the store, once at home, and one final time before I returned it. Apparently at Cuyana, that means you're stuck with something you don't want.

At this point, the woman is basically calling me a liar. I asked to speak to a manager and was told I would need to come back the following day. I'm sorry, but I don't have time to go to your store multiple times to have my customer service needs met. When you're spending $500 on a jacket, you expect and deserve better customer service. Period.

Cuyana claim their products are “made and delivered with love,” but in my case, it was delivered with a heavy dose of judgment and disbelief.

Here's the "worn" jacket they wouldn't allow...

This is a difficult review to write, but my recent experience with Cuyana has been incredibly disappointing.

I’ve been a loyal customer since 2019, drawn to Cuyana for their craftsmanship and warranty support. Over the years, I’ve loved my bags and felt confident in the investment.

In 2024, I purchased the Linnea Oversized Bucket Bag for over $500+, intending it to be my work bag. Since I mostly work from home, I only used it occasionally for office events. To my surprise, after only a handful of uses, the corners of the bag began to show significant wear (see photos).

When I visited the store today, I expected Cuyana to honor their two-year warranty. Instead, the associate immediately dismissed my concern, stating nothing could be done because they only cover hardware and stitching. On top of that, she eluded the wear and tear was due to my negligence which is a wild thing to say to a customer.

Not only was the bag uncomfortable and bulky for daily use, but now I felt the quality and service I once valued had completely declined.

In the past, I had positive experiences at the Union Square and Palo Alto locations, which makes this experience at their new store even more disheartening.

It truly pains me to say this, but I no longer feel confident supporting Cuyana. The quality is not what it once was, and the lack of accountability in honoring their warranty makes the brand no longer worth the investment.

Save your money for a company that values both craftsmanship and...

Good products, mediocre service…. I went inside this store because I love hats and their window display was all Panama hats. There were two sales associates and one of them (don’t know her name, she was Asian) asked me what am I looking for? The first thing she said…no hello, no welcome, how are you? Etc. (this is a retail store and we’re not in NYC)… so I said just looking around… I was wearing my hat as well and immediately started to try hats and they were all small (I have a big hat and those hats were all small sizes )…. I tired 3 hats, no success (btw this is very small boutique so that associate sees me while I’m trying hats)… she did not offer me any assistance, no different size suggestions etc. then after my unsuccessful tries, I decided to leave and while I was leaving I said Thank you, have a good day… and she just “responded “ with a fake and annoyed smile (I would not even call that a smile )…. What an unpleasant experience that was…. I would not even go again while there are other “sophisticated “...