Saddle Leather Goods advertises a 100-year warranty. I couldn't get a refund on a bag that arrived damaged.

I purchased the product for a gift, and the recipient didn't want this particular product. I have tried for over a month to get a return label from the company, following all the instructions they provided. I've received two emails from them acknowledging that I want to return it — one said they were "checking with their team." That was 10 days ago.

My bag shipped direct to me from India. Based on the lack of response so far, I anticipate "eating" the cost of this purchase.

I began my return request with Saddle Leather Goods on April 17, 2026, and what followed has been the most drawn-out, unprofessional, and frustrating customer service experience I've ever encountered. I purchased the Legacy Leather Briefcase, and while the bag looked fine, it did not fit my laptop. I contacted them immediately to request a refund and return. Their first response asked me to send photos of the bag, which I did right away — multiple clear, detailed images exactly as requested.

Despite providing everything they asked for, they repeatedly claimed they needed "4 to 5 clear images" of the bag, even though I had already sent those images. This was the first sign they weren't actually reviewing anything and were simply stalling. Over the next several days, they continued asking for the same photos again, as if they had never looked at the ones I already provided.

On April 29, they told me they were "currently generating the return label" and instructed me not to send the product back on my own. They said they were arranging a prepaid return label and that I should wait for it. That sounded reasonable — at the time. So I waited. And waited. And waited.

Weeks passed with no update, no label, and no progress. I followed up again on May 13, and their response was yet another vague message saying their team was "working on it" and would update me "very soon." Of course, no update ever came.

By May 28, after 15 more days of silence, I emailed them again asking for a status update. This time, my email bounced back as undeliverable with a "no address found" error. Their customer service inbox was no longer even active. That was a major red flag.

Then, on June 2, they resurfaced out of nowhere — not with a return label, not with a refund, but with a request to restart the entire process from the beginning. They wanted me to resend photos, restate the issue, and start over as if the previous six weeks of communication had never happened. After dragging me through repeated photo requests, empty promises, and a supposedly "in progress" return label, they suddenly expected me to start over from scratch.

And then came July — which only made their behavior look even worse.

July Communications (Escalation and Continued Avoidance)

• July 1, 2:41 AM: They replied with yet another vague "let me check with my team" message and provided a new email address: info@saddleleathergoods.com.
• July 1, 12:33 PM: I responded immediately, giving them my direct email: [email redacted].
• July 10, 4:37 AM: They repeated the same line again — "Here is the mail id to contact: info@saddleleathergoods.com."
• July 10, 6:48 AM: I confirmed I had emailed them.
• July 21, 6:56 AM: After receiving no response, I asked if they were going to reply or if this was simply how they do business.
• July 24, 11:01 PM: They sent the same canned apology — "Sorry for the inconvenience, let me check with the team and get back to you!!"
• July 25, 6:28 AM: I asked again if this was their standard operating procedure, pointing out that they advertise returns but continually drag out the process.

Even after all of this — months of messages, repeated photo submissions, promises of a return label, a dead email address, and multiple assurances that they would "check with the team" — they still never provided a return label, never processed a refund, and never resolved anything.

Clear Timeline of Events

• April 17: I requested a refund and sent photos.
• April 17–21: They repeatedly asked for photos I had already provided.
• April 29: They claimed they were generating a prepaid return label.
• May 13: They said they were "working on it" with no progress.
• May 28: My email to them bounced — "no address found."
• June 2: They resurfaced only to ask me to restart the entire process.
• July 1–24: Repeated canned responses, new email addresses, no action, no label, no refund.
• After July 24: Still no resolution.

Bottom Line

This is not a misunderstanding or a minor delay. This is a company that does not honor its return policy, does not follow through on its promises, and does not provide even the most basic level of customer service. They stalled for weeks, let their email go dead, resurfaced only to demand I start over, and then continued sending empty, repetitive messages throughout July with no actual progress.

I've purchased from many small leather companies over the years, and I have never experienced anything like this. A return request for a brand-new, unused bag should not take months, should not require sending the same photos multiple times, should not involve a dead email address, and should not end with the company repeatedly asking the customer to restart the process while providing no return label and no refund.

Saddle Leather Goods wasted my time, ignored my messages, failed to provide the return label they promised, and ultimately left me with no refund and no resolution. Based on my experience, I strongly recommend avoiding this company. They do not stand behind their products, they do not honor returns, and their customer service is unreliable at best and nonexistent at worst.

If you value your time, your money, and a company that actually supports its customers, look elsewhere. I will never purchase from them again.

Same experience. Item shipped from India, not the USA. The bag arrived with sticky residue/glue on it, and the lining of the flap was poorly stitched so that it was exposed on the outside.

I sent an email the day it was received, with photos. Never got a response. I sent a certified letter a week later to the mailing address on their website — no response. I filed a claim with my credit card company.

The bag arrived broken. No response from customer service. I sent several emails to them. Nothing.

Similar experience for me earlier this month. The package arrived densely packed, with both bags squeezed together in a single dustbag. The airtight wrap completely ruined the structure of the briefcase and the bag. When I requested to return them, they kept delaying for weeks over a simple return label. I had to file a dispute with my card to resolve it, as they went radio silent. I realized later that they are imitating Saddleback and are a cheap knockoff, ripping off unsuspecting customers.