Customers often mention late orders, missing deliveries, and slow or unsuccessful help with wrong or damaged items. Several reviewers say products arrived defective or poorly packaged. Some buyers also describe quick refunds or effective fixes when a manager or agent stepped in. A few users point to clunky site navigation and return-policy details that are hard to find.
Examples from available reviews (Nov 2021 – Mar 2026).
Wrong dress shipped, slow responses, and refund/return delays persisted.
“I was sent a red dress not even remotely close to the one I ordered”
Purse never arrived after extended lead times and unhelpful communication.
“We are now 10 weeks in with no product”
Customer service promptly refunded fees and processed a timely return.
“she promptly refunded BOTH charges”
Nice bag, well packed, with reasonably fast delivery.
“Really nice bag, well packed.”
Most service complaints focus on wrong items sent, return requests that stall, and refunds that take too long. Positive notes show up when a manager or agent follows through with a quick refund or exchange. Negative stories appear more often than positive ones.
Value complaints center on used, damaged, or misdescribed items that make the price feel unjustified. Some buyers say the items meet expectations and feel worth the cost when materials and packaging arrive intact. Reviews mention cheap or missing packaging alongside comments about well-made bags.
Several reviewers say the site is hard to navigate and search feels limited. Fewer customers highlight an easy exchange portal and fast reorders. Digital friction comes up often, but not for everyone.
Reviewers report fabric flaws, stains, torn seams, and items that look used despite being sold as new. Others describe sturdy construction and bags that arrive well packed. Experiences run both positive and negative across shoes, bags, and linings.
Many accounts describe poor communication, with long waits, missing tracking updates, and canned responses or no reply. Some reviewers report quick, helpful emails that fixed address mistakes or sped up a solution. The gap between responsive and unresponsive cases stands out.
Reviews split between high satisfaction when items arrive as described and staff step in to help, and strong frustration when orders are delayed or mishandled. Most negative ratings trace back to fulfillment and post-purchase support. Positive feedback highlights good-quality pieces and problems solved effectively.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (22) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Received defective purse and couldn't get repair or replacement from Staud.
“The snap is clearly defective”
Package missing with nearly two-week delay and unhelpful customer service.
“it has been nearly two weeks and no movement”
Crochet shoes stained after one wear and were not repairable.
“the brown interior stained the exterior”
Hidden non-returnable policy and poorly fitting top eroded trust.
“Non-returnable policy is buried elsewhere”
Website is difficult to navigate and narrow search options.
“The website is very annoying.”
Liner seams shredded after months, initially no offer, then fixed quickly.
“all four liner seams had shredded.”
Customer service quickly helped correct a mistaken delivery address.
“Customer service responded very quickly to my email.”
Multiple calls and emails yielded no shipping updates before graduation.
“I have emailed and called Staud today 3 times.”
Order delayed with no tracking; only generic template responses received.
“7 days passed and there are no updates about my order.”
Nice bag, well packed, with reasonably fast delivery.
“Really nice bag, well packed.”
Customer service promptly refunded fees and processed a timely return.
“she promptly refunded BOTH charges”
Multiple quick orders with good quality and user-friendly exchange portal.
“got all of my orders fairly quickly”
Damaged item and slow, costly return process left refund unresolved.
“worst customer service ever”
Wrong dress shipped, slow responses, and refund/return delays persisted.
“I was sent a red dress not even remotely close to the one I ordered”
Purse never arrived after extended lead times and unhelpful communication.
“We are now 10 weeks in with no product”
Repeated promises about bag availability weren't fulfilled and customer support failed.
“They kept telling me lies.”
Bag arrived without dust bag and with cheap, loose packaging.
“My bag order didn’t come with any dust bag.”
Custom order exceeded expected lead time and support was unreachable.
“We're currently at week 10 and no one is available to help me”
Return refund overdue beyond promised five business days without response.
“It is now the 11th business day”
Received wrong, cheaper bag and received no exchange response before travel.
“It's been a week since I received the wrong bag”
Received used, damaged boots instead of new ones and seeks refund.
“They sent me a pair of used, second hand boots for $400!!!”
Manager followed up and resolved the issue, reviewer updated rating.
“I appreciate the manager of Staud for following up with me and making this right.”
I'm not a frequent shopper with them. I was ecstatic when I placed an order for a bag on sale. It has only been delivered, and as I unpacked it, there are scratches and scuffs in the leather. To see if I could exchange it for an undamaged one, I contacted customer service and asked what I should do but they said I can't return or exchange it. I don't know if it's true but the customer service representative was very rude! I don't think that was right at all! I was not looking for a refund, but an exchange instead. This is just plain horrible! They should fix this mistake and not make it worse. I would not buy from them again if they cannot provide better customer service.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
STAUD is a contemporary women’s fashion brand that creates ready-to-wear clothing, handbags, and footwear. It releases seasonal assortments of dresses, tops, bags, and accessories for style-focused shoppers. Customers can buy through the brand’s online store and selected retail partners. The website usually includes product details, sizing help, and care instructions to guide purchases and upkeep.