TLDR: I love the (replacement) bag, but dealing with customer service chat and email was terrible.
I ordered the Ecru Cottontail bag, and when it arrived it was much more yellow that the website photos led me to believe. After mulling it over for a few days, I decided to initiate a return. The instructions from GUNAS were clear - I shipped it back via UPS at my own expense, and I received UPS confirmation that it was received a day later, but silence from GUNAS for days. When I reached out, they eventually located my return and began to move forward with the exchange. Unfortunately, when I picked a new bag, I also selected some bows on discount, and by the time my exchange was fulfilled, the bows were out of stock, and I wasn't offered the discount price on any others.
The replacement bag (Deep Blue with yellow bow) did not ship right away, again I had to reach out and prod GUNAS along. Speaking with Customer Service via chat was not helpful, as they were defensive and "blaming" me for trusting the website photos. Eventually I got an email that the bag had finally shipped, and I received it nearly 3 weeks after the exchange was initiated. This bag was nicer quality and packaged better than the first. I'm convinced I got someone else's return the first time, and I'm much happier with the replacement bag.
I reached out to Customer Service through the website, and they offered me a 20% discount - the same discount I have 3x in my inbox for other various sales/promos. It wasn't really helpful or reflective of the terrible service I experienced. I responded to the email but never heard from them again.
I want this biz to succeed. Women-owned small businesses, with vegan products are exactly the brands I want to support, but oof, I hope when you buy something you never need to contact customer service!