I bought two bags from Cettire on during there extra 10% off on Black Friday.

  
One Furla bag that I have zero complaints, arrived packaged in a box. Clearly brand new, all tags etc.

The other one was unbelievable. I ordered a Benedetta Bruzziches Belle De Jour Crossbody Bag, and it arrived in a separate shipment. The first red flag was the packaging. It was just the bag in its dust bag, shoved into a flimsy plastic FedEx mailer.

The dust bag is disgusting, see the first photo. It is shredded, stained, and covered in some kind of gunk that I cannot even identify. I honestly have no idea what could cause something to look like that.

The bag itself was clearly used. No tags on it, just one crumpled tag stuffed inside. There are scratch marks in the suede that do not disappear when brushed gently. 

I put in for a return and not only will they not refund my $85 in taxes they charge a $30 return fee even if the reason selected is that it is faulty.

I've emailed customer service to let them know this isn't acceptable and I expect a full refund. 

Has anyone had success dealing with Cettire in a situation like this? I said I would take an exchange for the same bag in new condition, or even another shade of brown, because I do actually like the style. The clasp is beautiful and it is the right size for my phone and a few small essentials.

I had no idea they sent out used condition bags. It feels like a gamble. The Furla bag was perfect, so clearly they do ship new items, but the experience with the Benedetta Bruzziches bag was something else entirely.

Cettire Review / Experience..any advice?