I was contacted immediately by the customer service manager, after this review, who was willing to make it right. He apologized and wanted to know the issue. A full refund was issued regardless. If this is the kind of customer service I can expect from them then I can definitely state that I will shop here again. The 5 stars is for the company and their customer service manager. The item was not as expected the bag was almost like plastic had no wiggle room. Tried to get a refund but they wanted a restocking fee and for me to pay for shipping. Not worth it. Very disappointed in the item and customer service-person. Wish I could give no stars.
Reply from Successories
Thank you, Anna, for your feedback, and we’re sorry to hear the tote didn’t meet your expectations. This tote is made from a durable jute material, which gives it a more structured, firm feel. The plaid design requires a specific ink application process that can give it a slightly “plastic-like” texture—not soft or stretchy by design.
We also want to clarify that our customer service team waived the restocking fee due to your dissatisfaction, and simply requested the item be returned, as is standard. We understand this experience was disappointing and appreciate your feedback as we continue to improve both our products and service.