A documented account of a real customer ordering a Unesco Leather Duffel Bag from Saddle Leather Goods (saddleleathergoods.com). The product arrived damaged, they agreed in writing to a full refund — and as of June 29, 2026, the refund has never come. Below is the full email trail and photos. If you have had a similar experience with this company, you can add your review here.
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This is my own first-hand account. Every email below is reproduced from screenshots in the evidence section, with my personal details redacted. The seller's replies are shown in their own words.
The bag was intended as a graduation gift. I bought it relying in part on the company's heavily advertised guarantee.
The bag shipped in a cloth dust bag and bubble wrap with no outer box. A corner was torn clean through the packaging and into the leather. It may well have taken a hit from the carrier — but with that little protection, it was exposed. I emailed Saddle Leather Goods the day it arrived and attached four photos.
No response yet, so I checked in and explained I was traveling to the graduation soon and would need to return the bag for a refund if this couldn't be resolved quickly.
"Sure sir.. we are working on it..as soon as possible we will get back to you."
After three days without resolution, I asked for a FedEx return label within 24 hours and confirmation that my money would be refunded. I also said that if it wasn't resolved, I intended to share my experience honestly in online reviews. I just wanted to return the damaged product and get my money back.
"please send your complete address so that we will ship the new bag immediately at free of cost.. Don't worry, we will take care of fedex."
By then I'd already bought another gift, so I replied that I didn't want a replacement — I just wanted a refund.
"Ok thanks for the reply.. we will initiate full refund to you..Don't worry you will get all the money very soon."
"Sorry for the inconvenience..let me check with my team if the procedure is not done yet then I will personally do and share the screen shot of the refunded receipt as well by tomorrow."
The promised receipt never came. After repeated unkept promises, I stopped chasing them here.
More than two weeks after their last message — and over three weeks after the damaged bag arrived — no refund has been issued and there has been no further contact from the company.
The quotes on the left are from Saddle Leather Goods' own website. The right is my documented experience. Read their warranty page and judge for yourself.
In their own words:
I reported a damaged item the day it arrived — well inside their own 30-day window. They agreed in writing to a full refund and to send a return label.
No refund was ever issued, no return label arrived, and the "refunded receipt" they promised never came. In my opinion, the guarantee did not mean what their marketing says it means.
The company's website states it is "proudly based in the United States" and that it "only market[s] to U.S. customers." The FedEx tracking for my order tells a different story about where the product actually comes from.
"Saddle Leather Goods is proudly based in the United States, and we only market to U.S. customers."
My order was picked up by FedEx in Udaipur, India, routed through New Delhi, and released as an international export to the United States. Whatever the company's legal home, the bag I bought shipped to me from India — not from a U.S. workshop.
Screenshots are reproduced as received, with my name and email address redacted. The product photos are my own, taken the day the bag arrived.
Rather than copy other people's words here, these link out to where they live, so you can read them in full and in context.