Their Eva Crossbody bag arrived with a razor-like slice down the front. You can clearly see that the brown surface layer is thinner than a piece of paper. This does not match the description of “premium buffalo leather” used in the product listing.
After receiving the bag, I was billed $31.10 in U.S. customs charges, which was not disclosed at the time of purchase. The bag arrived from overseas.
Upon inspection, the material appears to be polyurethane-coated split leather, not fine-grain buffalo leather. The cut exposes a white substrate beneath a thin painted surface. The inner packaging for the Eva bag was also cut, indicating the damage occurred before delivery to me.
I provided customer service with a detailed video showing that I opened the outer shipping material by tearing it open by hand, not with a blade. I was informed that their shipping team inspects items before sending, but the bag nevertheless arrived damaged.
Because a refund was denied, I filed a credit-card dispute for the transaction. I cannot recover the customs fees paid, but I am seeking a refund for the damaged product itself.
Suggestions for improvement:
• Provide refunds for damaged goods
• Clearly disclose when products ship from outside the U.S. and may incur customs fees
• Accurately describe materials when products are PU-coated split or bonded leather
• Maintain transparency by allowing both positive and negative customer reviews on the website
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