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!
Thank you for your review. We appreciate your honest feedback and your patience as our team worked diligently on resolving your issue. We try our best to photograph the bags as true to color as possible but they do show up slightly differently from screen to screen and that is out of our control. Our team offered you a discount for the inconvenience however we were unable to fulfill your request for free bows. That is just not something we can do unfortunately. We thank you for supporting our small business and also bearing with the limitations that come with it.
It’s lightweight and big enough to hold everything. It looks very sharp.
I absolutely love The Cottontail. I bought the blue with yellow accent and loved it so much I bought the pink one also. Love love love it! It is by far the nicest vegan bag I have ever had!
I love the bows that I have purchased to accessorize my bag. I wish all the colors were offered in the bows that are on all their bags.
This bag makes me feel like a million bucks! The quality is amazing and I get compliments almost every day that I carry this bag.