Rough & Tumble

Worst customer service. Below are our emails back and fourth:
«Hello,
I ask for a cross body clutch for Christmas and received 2. One from (X) and one from (Y). I would like to return the one from (X). It is in perfect un-​used condition.
Thank you,
Carinna»
«Hi Carinna,
Thanks for reaching out to Rough & Tumble.
It looks like this item is within the window for a return for store credit only. I have issued you a return authorization form to be included with your returning package, this item also contains the address to which the package should be shipped.
Please included your name and the address to which you would like the store credit sent, if it is preferred we can also email you the code for this credit.
Upon receipt of your package this will promptly be issued to you.
Have a great day,
Rough & Tumble Customer Service
«
“Hello
I know that you’re return policy is typically 10 days however it was a Christmas present and I did request the return within 10 days of Christmas. It is typical (because it is good customer service) to be more lenient of such policies for this exact reason during the holidays. Further, I am returning the bag because I received 2 as a mistake on my loved ones part, not because I am unhappy with the bag. I gave you business and am happy with the product and, if you turn out to have decent customer service, may buy another bag in the future and recommend you. However, in this situation I do not want store credit I want my money returned. think it is reprehensible to hold me to such a strict return policy in this situation.»
«Hi Carinna,
We did extend our typical policies to accommodate for the holidays and situations of this nature as you described. The extended policy, which can be found on our website, allows for exchanges for store credit until January 9^th for items purchased between Dec. 1^st and Dec. 24^th.
Additionally, since this was purchased by someone else as a gift we would not be able to refund the recipient under any circumstances.
Since you mentioned it was a relative I did look up the order and tracking information for this item to see if they would be eligible themselves for a refund, however the package was delivered on Dec. 14^th making it no longer eligible for a monetary refund as of Dec. 24^th.
As I mentioned we will happily provide you with store credit upon receipt of the returning bag!»
«That is absolutely ridiculous and I am really surprised that a retailer that does so much online business would have such a terrible policy. You are not target and do not have so many things that store credit really does me any good. I have the bag that I wanted, one of your least expensive bags, and do not need another or have an extra pocket of money to get another bag. I don’t know how rich you think that your customers are but in my world this is a luxury item and only purchased sparingly. I hope you are very happy with this policy for I will be selling the bag at a reduced price online and posting this email chain to every review site I can find.»
They never responded.

I love my convertible bag to backpack. Service was good. I got a custom bag in a metallic pewter and it is amazing! Love the quality!!!

I own several of their bags and have given accessories such as their beautiful belts as gifts. The workmanship is second to none. Attention to detail is given to stitching, the linings of bags, and the hardware. In fact, the only thing better than their quality is the customer service.
This past winter my mother and I were shopping in the store and as we were looking around the woman who had greeted us (very casual– no pressure pitches here!) noticed my mom was carrying one of their bags. My mom replied she loved it. The woman than said «wouldn’t it be better if it had a piece here?» And my mom said — yes — that would make it better. And the wOman said «it’s because it is missing something — may I fix it?» And in three minutes she had added a piece of hardware my mother had broken months ago! When she saw it my mom said «holy cow that was what was one car floor!» And then explained how it happened.
The bags are stunning and get better with wear. The colors are beautiful and the leather is soft, soft, soft!
I received a gift today of the hobo bag — it is great– a bag that can convert to a backpack! Really excellent.