VendulaLondon Reviews 36

Initially, I loved Vendula’s designs and purchased six bags within two months. Unfortunately, my experience with both product quality and customer service has been very disappointing.
The first bag I received was defective, after one use, the leather and colour started to wear off. I contacted them, and they offered a goodwill discount, which I accepted.
The last bag, (around £150) arrived with very stiff, “pumped” leather. I followed their advice to reshape it, but it didn’t work, so they exchanged it,They offered again points for about £15 discount for next order and I returned the first one and kept the replacement as i liked it. The replacement arrived with the same issue, and after just one use, the leather and colour deteriorated again.

When I contacted them, I was not asking for a discount but reporting a repeated defect that should be explained. Instead, they told me they had already offered a discount before. Then, without consulting me, they informed me they had removed the discount from my account after “checking with the manager” and decided that Ihe offer from them is to to return the bag for a refund, even though I never asked for a refund and was not given a choice. I was raise my concern for quality issue.
They also initially asked me to return two bags, despite the fact that I had already returned the first one a month earlier using their own return label, which shows poor case handling.
They said we offered you discount before, a £15 discount for next purchase from them as well on a £150 bag with a repeated defect is not reasonable. This is clearly a quality issue, and it should be treated as such.
Very disappointing experience, both in terms of product quality and customer service. I will not purchase from Vendula again

Love the bag! Had an issue with a missing chain link connecting the front to the back of the bag and emailed customer service and they sent out a new link within a week of me emailing them. The details in the bags are gorgeous

I invested in a beautiful bag for my mum. She was 'scared' to use it and put it on her shelf for a year!!

However, this Autumn, she realised how perfectly it matched her new coat, thought s-d it, let's start wearing it.

She wore it twice, got lovely compliments and then the metal part of the strap attached to the bag snapped! She had just a purse, some keys, tissues in the bag. It was not overloaded.

She tied a knot in it and carried on her day. But when I saw it, I said to her, this can't be right - a bag costing over £100 that snaps after two wears.

I wrote to the company, detailing the whole thing, with photos.

I honestly thought they would be disappointed themselves to hear about the snapping of the strap on such light use and would want to rectify the problem straight away.

Instead, I was told, 'great news, you can purchase a new strap here' - with a link to buy one.

Now it wasn't expensive, at £10 + P&P. But it wasn't the point.

Despite me having written a detailed, polite note, they didn't show any concern at their own product quality or inconvenience to me or my mum.

I wrote again, saying I shouldn't have to buy a new strap, surely as a matter of goodwill they should send me one and also 'look into' if their product is faulty, or poor design etc. In other words they should care about their customers and the longevity of their products. Incidentally I'd bought another bag (for me) when I bought mum's, so I had spent a decent amount.

BUT instead of them writing and saying, we understand, we're sorry and you're on this occasion we will send your mum the strap as a matter of goodwill....they just stated that, as it's out of warranty, I have to simply buy a new strap.

Then they went on to say ' we hope you are satisfied' and closed down my 'ticket'.

I was infuriated. I felt so dismissed and couldn't believe the company would do this, for the sake of what would amount to less than £10 for them to make a customer very happy and return again.

I wrote again and said how disappointed I was, stating that at this stage every time my mum got a compliment for her bag, she would probably end up saying something like "I know it's gorgeous isn't it, but look it snapped straight away...".

Instead of saying, "I know it's gorgeous isn't it, I did have a slight problem with it at first, but the fantastic company sorted us out straight away, no problems".

BUT that email's response? None! I got completely ignored. Then a day later an auto email came which said 'your case is closed'.

Absolutely terrible customer service. And honestly I expected better from an independent British company.

I run my own business and every customer is treated with respect and gratitude.

So very very disappointing.

Amazing customer service (very responsive, good problem solving and super polite), incredible bags and accessories!
Bags from Vendula are art!

These aren’t just bags - they’re little glimmers of joy. Every time I pick one up, I spot a new detail, or someone nearby "oohs", "aahs", or just quietly smiles at it. They’re beautifully made, full of character, and genuinely fun to carry.

The customer service team have been great too: friendly, responsive, and genuinely helpful. I recently needed support with an order and they handled it with real care - which makes a big difference.

The Mini Grace style is a particular favourite. It’s the perfect size for my essentials (and I have plenty), and the lift-flap design makes it so easy to get in and out of. My current obsession is the Mystic Wicks design - how many bags have a bay window? It’s such a quirky detail, and it brings a little spark of cheer to my day every time I see it.

I can absolutely see this becoming a very happy (and slightly worrying) addiction…

I love the Vendula bags as they are unusual and lovely and I have a growing collection.
I received a voucher through their loyalty points scheme but I was unable to redeem this so I got in touch with the customer service team. They were excellent and replied promptly, advising me on exactly what to do. They were friendly and efficient. Well done and thank you.

My wife adores Vendula bags for their style, originality and beautiful detailing. Bought a Vendula Post Box bag and matching purse for her birthday but when I got home, I realised it looked different to the ones online (no green leaves). I contacted Vendula customer service as I was worried I had been sold a fake, and they were SO helpful. I got a reply the very next day, asking for photos so they could check, and they confirmed that they were authentic items, but from the original 2019 release (so rare!). Absolutely exemplary customer service. Very, very happy with Vendula and their team!

Customer Service was very helpful and quick to deal with my enquiry. Thank you 😊

I purchased the lovely new Baba Yaga boot shaped bag from Vendula, because it's oh so cute! I was very disappointed when it arrived on Monday and the finish wasn't as good as it usually is. I contacted Vendula support and Bon very swift to reply and efficiently sorted out a replacement for me which arrived yesterday (Thursday). It's lovely and the finish is perfect which is everything I expect in a new handbag. Many thanks to Bon and all the other Vendula support staff.

I had a problem and it was solved within 24hrs, the customer care is 5star, caring, friendly and very helpful, I will definitely be a returning customer, the bags and service are really great

I purchased a bag in August and used it while on holiday. I noticed the corner of the bag peeling and contacted Vendula through Facebook messenger . Within 24 hours the issue resolved and a new bag on it's way. The customer service team were friendly, professional and extremely efficient. Great customer service.

Responded within an hour and answered questions clearly

Always brilliant quality bags and amazing customer service! Love this brand.

Online purchase was easy to complete and very informative.
I was kept up to date throughout to recieving the items
Items better than described, with good build quality.
Would definitely use again

The handbag I ordered for my partners birthday arrived with two flaws, on contacting customer service I was informed that the bag was no longer available as it had sold out . However they offered me two options both of which were reasonable and I accept r of them. They were very fast and helpful.

Super company, great communicaton response time. Beautiful unique bags. Great sale offers. Super loyalty reward scheme.

They give extremely dishonest conversation rates for different countries to purchase from them. They often charge around $100 EXTRA for a bag if you buy in USD. It is actually cheaper to purchase from boutiques in Australia as they don't rip you off like that, and they've paid shipping to boot. If you ask about it they ignore you or delete your comments. I was an avid collector for years and feel silly for giving a dishonest company so much money. BUYER BEWARE

I just love Vendula's purses and this company! I'm in the US and items are shipped quickly and usually arrive at my house within 2 weeks. Customer service is wonderful and extremely helpful and they answer emails very quickly. Thanks so much for your wonderful purses and customer service!

Oder to USA shipment eleven days!
Such an adorable product. Comments received often!

The customer service was very good,
I could not complete a transaction on their website because no postage cost was available.
I contacted them and received an automated email telling me their hours of business Mon-Friday.
(It was the weekend)
On Monday i received an email asking about the problem. Within 24hrs they gave me 2 suggestions to remedy the problem, and they worked.
They were very informative and courteous.
I live in Australia