STAUD Reviews 56

So so disappointing for such a reputable brand. I ordered a £310 dress 13 days ago and it still hasn't been dispatched. They take DAYS to reply to customer service emails. I don't know of any other higher end brand who treat their customers like this.

Just wanted to add to my below review that though STAUD replied to indicate they would be following up with me regarding the boot quality issue, I had already interacted with customer service extensively and no additional attempt at resolution was actually made.

I ordered mine three months ago and it still hasn't been worked on. FRAUD

I received a broken bag for Christmas. The snap is clearly defective, Staud does not work with people who purchase a bag elsewhere than their own site. I contacted saks more than 30 days after purchase (purchased in early December) and so saks won’t help either. First item from staud and my absolute last. I recommend buying your nice purses from someone else. In this case neither Saks nor staud will stand by a broken purse with tags still attached and replacement or repair requested.

I was looking to purchase one of their beautiful beaded Tommy bags for an event. However, it has been nearly two weeks and no movement. Although the customer service team is nice, they seem to not understand that my package is missing and has not been received by the carrier. I’ve gone back and forth through phone calls and emails and still nothing. It’s like they don’t understand what I am saying and it’s getting increasingly frustrating.

Bought the crochet shoes in beige. Wore them once—the brown interior stained the exterior, making them completely unusable. Professional assessment: not repairable.

Requested a replacement in a different color. Staud offered 20% off a future purchase—not a solution for a defective product.

This is a clear manufacturing defect. Products must be fit for their intended use. As a repeat customer, I expected better. Will be pursuing legal action if not resolved.

UPD: STAUD reached out and allowed the return of mentioned set, which I appreciate. The ability to find resolution in disputes says a lot about the brand for me.

I tried to return a top and pants that were poorly made. The top in particular looked like it was designed for a flat-chested mannequin, not a real person. I tried it on multiple times, hoping to make it work, but the whole construction is just wrong. It doesn't sit right, feels awkward, and clearly wasn't tested on real bodies.

Only after trying to return did I find out the items were non-returnable without clearly stating anywhere on the product page, only that its final sale. Non-returnable policy is buried elsewhere and not disclosed in a way that meets any fair or legal standard, especially under EU consumer protection laws.

Between the hidden unfair policies, the unwearable designs, this brand has lost my trust.

I wanted to just make a complaint on their website. It is very hard navigate and to narrow down your options in what you are looking for, it is user unfriendly. The website is very annoying. I tried in both servers Bing and Chrome Google.

Bought one of their leather bags. After 2-3 months of wear, all four liner seams had shredded. To me, this shows a design flaw, and not wear and tear. They did not offer a replacement or a fix. Surprised that they don’t stand by their quality.

Two days letter, issue fixed and I’m happy with their response.

I made a mistake with my delivery address in an order I placed today. Customer service responded very quickly to my email. They have kindly and efficiently been working to try and help correct the mistake I caused. Kudos to Staud customer service.

I have emailed and called Staud today 3 times. There was a 2 business day shipping delivery, and there are still no updates on my order. I have ordered the dress to wear for my graduation with hope that it will arrive on time!

7 days passed and there are no updates about my order. I haven’t even got a tracking number and I don’t have an idea when I’ll get my order even though they told me that processing an order takes only 2-3 business days. No matter how many times I write them that I have an event and it’s urgent to get my order untill december 15, they send me just template messages without any certain information. I’m so concerned and disappointed that I decided to cancel the order.

Really nice bag, well packed. Nice service with reasonably fast delivery.

I was worried after reading some of these reviews on Staud’s customer service.
Thankfully I could not have had a better experience!
I ordered on 5/11and my discount didn’t come off the price and there was a $10
routing fee.
I heard from Shajuanda ON 5/11 and she promptly refunded BOTH charges after explaining the extra fee.

The dress came beautifully packaged, nice quality. I am unfortunately too short to carry off the look and had to return it. I received a refund in 5 days.

Would absolutely buy from there again

Ordered 3 times in the last few weeks and got all of my orders fairly quickly, so I cant relate to other reviewers issues with customer service. One of my orders required an exchange and i found the online portal to be very user friendly. The quality hasn't been an issue, and all of my stuff came packaged very nicely! The only thing that could have better was the packaging of some pants i got on Sample Sale which came with a broken hanger but for 50% off, I'm not complaining. I get compliments any time i wear their stuff.

It was my first time and last time shopping any of their items, first they charged me $10 for shipping, one of the items was damaged, It took me a whole week and numerous emails and phone calls, to get a return shipping label, which I was charged one more time $4 again. I am still waiting for my.refund


Overpriced clothes, awful quality. Never again, worst customer service ever

1 star is way more than they deserve. Ordered a dress ( black ) for a wedding last minute ( 6 days before) shipped it overnight and got it 3 days later. That's annoying but fine. Thursday morning I get the delivery. I was sent a red dress not even remotely close to the one I ordered and the tag a almost 200 cheaper. So I called customer service. With fingers 🤞 they could overnight one out and maybe be in time for the wedding Saturday at 4pm. No one picked up so I kept calling. Finally someone who sounds like I woke them up answered and I was told to we would communicate through email. ??? That's what you customer service says now to people? Annoyed I waited for her email so I could send the pictures of what I received and work it out via email.......one would think you would respond via email. Nope! Received the initial email responded to that one then nothing.........gave it a few hours and called again. This time the person was actually nice and very helpful said they will overnight the original dress and that was that. Perfect... well they didn't overnight it cause I didn't receive the dress for 4 days. That's the beginning. Annoyed with that I said the dress was going back when I recieved it. Went to do a return request and it said request has already been made. So I looked back at my emails and printed off the return labels they had sent me. Put both dresses in the box with all the paperwork form both shipments ( they charge $10 per restock too) even wrote a note stating wrong dress was sent and didn't need to dress they sent out. Heard nothing for 2 weeks. Looked at my tracking it had already been delivered to them the week before. So I email them. Days later I get an email saying they recieved it and I will be getting a email shortly for my return. Again 2 weeks later I am still emailing the supposed customer service with absolutely zero help! They sent me the shipping for the order that was placed saying it had been delivered. Then they say 1 order has been received then they say my order shows it been delivered. I spent almost 500$ it's been almost a month and nothing. DO NOT SHOP WITH THEM!!!

This is one of the worst customer experiences I have had. I ordered a purse and waited 5/6 weeks before reaching out about a status update, because I had not heard anything since I originally paid and got confirmation.

I received a very short and rude email from customer services about lead times being noted on the page and it could take up to 8 weeks. So I waited until 8.5 weeks and emailed back expressing my frustration. We are now 10 weeks in with no product and I forked over $400 for a purse I have not seen.

I will never purchase from this company again and will be reporting the charge as fraud shortly.

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.