Songmont began with a simple act of creation — when founder Song, between motherhood and work, made a bag that could hold both her laptop and her changing life. What started as a small project with her mother grew into a passion of thoughtful design. Rooted in her family’s craft heritage and shaped by her background in technology, Song built Songmont around the belief that good design lives in the everyday — where function meets aesthetics, and tradition finds new form in modern life.
Written by the business, not verified by us.Songmontofficial (songmontofficial.com) has a 4.4 out of 5 rating on OK.one, based on 245 user reviews collected here. It is listed under Shopping & Fashion and its reputation is good. 86% of reviews are 4 stars or higher and 11% are 1 star; The business has replied to 53% of negative reviews; Reviews mostly discuss Product, Customer service. Last updated 2026-10-25.
Reviewers overwhelmingly had a great experience with this company. Customers frequently praise the exceptional craftsmanship, durable hardware, and premium materials, noting that the bags look stunning, feel luxurious, and arrive in careful packaging. Consumers consistently highlight the remarkably swift shipping process and the extremely polite customer service team that efficiently answers questions and resolves inquiries. Some reviewers were not happy with unexpected delivery delays, extended waiting times, and frustrating customs complications for international shipments. A few other people also felt that handling return requests or resolving lost packages required considerably more communication and effort than anticipated.
Auto-generated from all reviews of this business. For reference only.We're very sorry to hear that you haven’t received your bag yet. Please be assured that we’re committed to making sure your order reaches you as soon as possible. We’d appreciate it if you could email us at [email protected] so we can look into this matter more closely and assist you further.
Edit - customer service is very polite and courteous. They insist US shipping is possible, I just had a rare fluke experience. Their designs are beautiful. I do intend to look them up when traveling so I can buy direct (without shipping). Never received bag in US Unfortunately I am unable to provide a review because despite working with customer service, my purchase never cleared US customs. It’s a shame - their product looks classy and interesting, but at this time, the US does not seem to be a location from which purchases can be made.
We’re truly sorry to hear about your experience and completely understand your frustration. While we’ve had many successful shipments to the US, recent changes in tariff regulations have unfortunately caused delays across several international shipments. We’re more than happy to assist with any issues that may arise because of this. Please feel free to email us at [email protected] so we can further communicate with you regarding your order. We're here to help!
Honestly, this bag is AMAZING! I still need to wear it and see how the quality holds up over time, but my first impression is absolutely TOP — I’m completely in love with it!!! The bag has truly met my expectations. The color, design, and size are just perfect. You can really tell it was crafted with great care, keeping practicality and user comfort in mind, all while staying true to an elegant and timeless design. It’s the kind of piece that’s both functional and beautiful — a rare combination! As for the customer service, I’m truly satisfied. The team was incredibly helpful, kind, and responded to my inquiries super quickly. Meila, Jozet, and especially Lindsey were outstanding — helpful, patient, attentive, and responsive. I truly appreciate their time and support. Lindsey’s exceptional service deserves special recognition. She was patient, proactive, and solution-oriented 🙂☺️. Overall, I’d give this purchase 4 stars — the missing star is only because I had to pay import taxes 🥲 due to a shipping issue (the package exceeded SF Express’s size limits, and a different shipping company had to be used).
Thank you so much for your thoughtful and heartfelt review! We're absolutely delighted to hear that the bag made such a strong first impression and that the design, color, and practicality truly spoke to you. It means the world to us to know you felt supported by Lindsey, Meila, and Jozet from our little team will be so happy to read your kind words! We understand how import taxes can be frustrating, and we genuinely appreciate your patience and understanding. Your feedback means so much, and we’re grateful to have you as part of the Songmont community.
Terrible return policy. PLEASE READ THEIR RETURN POLICY BEFORE ORDERING - you have to pay to send the order to the US (while it's shipped from China) and pay the customs fee. They give zero guarantee for the reimbursement. Absolutely despicable given the prices of their items. Never ever ordering again.
We’re truly sorry to hear about your experience and completely understand your frustration. International returns can be inconvenient, and we know the additional costs are never ideal. While customs fees are charged and determined by local authorities and return shipping is outlined in our policy, we understand how this can feel disappointing. Your feedback is appreciated, and we’ll continue doing our best to create a clearer and more supportive experience for our customers.
EDITED After posting on trust pilot Songmont reached out to me and said they looked at my case again and realized my bag was faulty and that they would pay for the repair and shipping. This was several weeks later so I had already got it fixed locally for cheaper than their quote, and they did refund me the value of the cost of local repair. Original Post Ordered a bag and the strap fell off within 9 months. It seems like there was a crooked screw and the strap was installed wrong. After weeks of going back and forth with customer service they said I could pay to ship it to them $21 for a repair, and $31 for shipping back to me, estimated $83 in total. It was a beautiful and functional bag, however for $350 USD it should last more than 9 months. Would not recommend or buy from the brand again. UPDATE
We truly appreciate you taking the time to update your review. We're very sorry for the initial frustration and delay you experienced, and we understand how disappointing it must have been to encounter a quality issue with your bag. That’s never what we want for our customers. While we’re glad we were ultimately able to resolve your case and offer a refund for the local repair, we take your feedback seriously and are committed to improving both our product quality checks and service response times. Thank you again for giving us the opportunity to make things right.
I ordered a specific Songmont bag as a gift — my wife had sent me the link months ago. It was meant to be a thoughtful surprise, timed to arrive just before a special date. At checkout, the website clearly promised 3–4 business days delivery to my region. I trusted that. In reality, the bag arrived more than a week late, completely missing the date it was meant for. But that wasn’t even the worst part. When the package finally arrived, it contained the wrong bag — a completely different model and color from what I ordered. I immediately reached out to customer service. To their credit, they replied quickly and politely. They acknowledged the mistake, said they would escalate my case and “assess the feasibility” of sending the correct item and compensating me for the trouble. That was the last message I ever received. Since then — silence. No update. No action. No follow-up. I went online and started reading reviews… and realized I'm not alone. Others have gone through the same: ▪️ Wrong products ▪️ Unanswered follow-ups ▪️ Excuses about shipping and return policies ▪️ Reviews not being published on their own site The bag I received — the wrong one — is actually okay in quality. But now it’s just a reminder of a broken experience. A failed surprise. A brand that looks polished on the surface, but doesn’t deliver where it matters most. I regret not checking reviews sooner. Based on this experience, I can't recommend Songmont to anyone — unless you enjoy disappointment, delays, and being ignored after your order goes wrong.
We’re truly sorry to hear about your experience, and we completely understand how disappointing this must have been, especially when the order was meant as a thoughtful surprise. While we strive to deliver both in service and product, we clearly fell short in your case, and for that, we sincerely apologize. While we strive to ensure our shipping timeframes are accurate, we’re sorry there was any confusion around the timeline. We understand how important the timing was for your gift, and we truly regret that we didn't meet your expectations. We’re continuously working to improve our services to help prevent situations like this in the future. We appreciate your patience while our team reviewed your case, and we regret any silence or delay that followed. Please rest assured that the matter was revisited internally and steps have been taken toward resolving it. Should you be open to continuing the conversation, our team would be more than happy to speak with you directly. Your feedback has been heard, and we’re genuinely grateful you brought this to our attention.
I purchased the Luna Bag from Songmont’s website, and unfortunately, it started to fall apart after just six months of use. The attachment system became unsewn, which is clearly a product defect. While I initially reached out to customer service, their response was not only slow but also misleading. They referred to their warranty policy, which only covers three months, and suggested that I cover all shipping and customs fees for a repair, despite the fact that the product failed within six months, well within the two-year legal guarantee required under EU consumer protection laws. When I pointed this out and requested a fair resolution based on EU law, they continued to insist on their limited warranty, which doesn’t align with European consumer rights. At this point, I am still awaiting a resolution and would advise others to be cautious when purchasing from this brand, especially if you are an EU consumer. I hope they resolve my case soon and honor the legal guarantees.
Thank you for taking the time to share your feedback, Andrea. We’re genuinely sorry to hear about your experience and completely understand your frustration. We know how important it is to feel confident in your purchase, and we're truly sorry this has been disappointing for you. Our team has been in touch directly, and we’ve offered a few thoughtful options to help make things right. We really hope you’ll consider the solutions we've shared. Please know we’re here and always open to continuing the conversation to find the best possible path forward.
I bought the chocolate bag. Immediately noticed that the buckle was damaged. It was scuffed up. Also could not open the latch. I contacted customer service for a return. They ignored the fact I had damaged and told me I just didn’t know how to open the purse. They asked I provide video evidence to prove I could not open the bag. This is horrendously poor customer service. As far as the quality of the bag. The inside is actually all plastic. The leather quality is pretty questionable. This should be a $20 bag not $300. I regretted not getting another coach purse.
We’re so sorry to hear that the bag didn’t meet your expectations, and we completely understand how frustrating that must have felt. When issues are reported, we sometimes ask for a short video to better understand what’s happening and to make sure we can offer the most helpful solution, especially if there’s a chance it’s a usability issue rather than a defect. Of course, if a fault is confirmed, we’re always ready to help make it right. As for the Chocolate Collection, it’s crafted using sponge-composited calf leather to achieve a soft, lightweight structure, but we understand it may not suit everyone’s preferences. We genuinely appreciate your feedback and the chance to improve.
Very bad Customer service they didn’t respond
We're truly sorry to hear that you had trouble reaching us. This isn’t the experience we aim to provide. If your message didn’t get a response, it may not have come through properly, and we’d really like to make things right. Please feel free to reach out to us again at [email protected] and we’ll do our best to assist you promptly.
Please avoid this company. Their custimer service sucks! They never respone to email. I received my Song bag with leather damage inside the bag. But no respone whatsoever from them !! It has been months! Update as per 8-Jan-2025 customer service contacted me on the 26-Dec- 2024 and pictures was send as proof. Until today no more respons from CS!!!
Thank you for your feedback, and we’re truly sorry for the delay in response. We sincerely apologize that your experience did not reflect the standard of service we strive for. We understand how frustrating it must be to receive a damaged item and feel unheard. Please rest assured that we'll do our best to assist. If there’s anything more you'd like to share, please don’t hesitate to reach out to us again at [email protected]. We’re here to help and appreciate your patience.
Similar to the other reviews, customer service is terrible!!! I have been emailing for days and no response… I want to return my bad because the color and quality is not worth the price. Avoid and buy elsewhere.
I have no problems with bag but customer service is like from stone age. They don't disclose bags are delivered from China on site, so after you get your bag, in few weeks you receive surprise Fedex invoice to pay tax and duties for import from China. Customer service reply - "sorry and thanks for cooperation" :-) Really sneaky and dishonest approach - company benefits from production and warehousing in China but wants customers to pay for theirs inadequate logistics flow. And what is worse - not even disclosing that. Now, as customer experience is everything, its really not smart to behave like that...
Terrible customer service. If you decide to buy a bag, make sure you are going to keep it because it will be impossible to return it within 7 day return window which is already pretty ridiculous. Customer service does not respond any emails. So you get stuck with a 400$ bag. The bag itself is OK, nothing worth the prices since it is also made in China for around 5$
The luna bag colour (eco cloud) was completely different from advertised. It looked somewhat muted beige in pictures but was paper white. The feel and look was cheap. Also if you have to return an item, customers bear all cost of return!
DO NOT MAKE A PURCHASE FROM SONGMONT. I made the mistake of a purchase since September 2024 and on the same day upon delivery, requested a shipping label for a return but got no response. No phone number provided on their website for customer service except by email. You have a 7 day return window, emailed for 3 days and got no response until I complained to my credit card fraud department. They finally sent a shipping label, sent it back to the seller via UPS. As we speak, proof of return and receipt shows on October 22nd and my credit card is yet to be credited for a refund. Just sent proof of return to my credit card fraud department. But I have to make payment when my card is due pending the response from SONGMONT. Don’t get trapped by the deception of their bags, returning it is a nightmare. I will never make a purchase from SONGMONT Very unprofessional.
I bought a Songmont handbag for AUD $424 (a mini song bag and a daisy charm) as a special birthday gift for my sister, and I have to say, I regret every cent spent. The issues began right after purchase. First, I received an order confirmation email on 02/10 and then a shipping confirmation on 08/10. Exciting, right? But no—because the tracking links they provided didn’t work. I had to follow up on 15/10 just to figure out where the package was, and their "helpful" team responded on 18/10 with another link. Finally, on 21/10, the bag arrived, only to reveal... surprise, broken hardware! The rivets fell off immediately upon opening. So, back to emailing their customer service, which was a real treat. Their response? "Sorry for the inconvenience. Go to a local repair shop and spend up to AUD $10 to get it fixed. Then let us know and we’ll consider reimbursing you." Yes, that’s their solution: pay for the repairs myself on a brand-new, $424 bag that arrived defective. Thanks, Songmont, for teaching me that “luxury” apparently includes DIY repairs. Never again.
Super bad quality bag and I don’t think it is real leather, definitely not worth the price!! And their return policy is ridiculous! You will have to return within seven days and you will need to pay the shipping fee as well. I would have given one if I could, definitely a scam!
I ordered and received the Songmont Song bag in small. It came quickly, and nice packaging. But i was very unhappy with the bag and didn't return it because i wasn’t feeling well. So then they contacted me to review my bag. I did the review and it was negative. I did explain in detail what i thought was wrong with the bag. The lock across the top cannot be opened once i locked it. The magnetic closure across the top does not stay together whatsoever. Therefore the entire top of the bag is wide open and i know things will fall out and i will lose them. Also the bag is much smaller than i thought it would be. Hardly anything fits in it. So just now i looked on their site to find that they did not post my review!!! How unethical is that? I couldn't believe they won’t post a negative review, they only post the good ones. This is so shady. I do not recommend this company, stay away.
Beware guys I recently purchased a Luna Bag, thinking I was ordering directly from Songmont. Unfortunately, I made the purchase from a fraudulent website that was a duplicate of the official Songmont site. The fake website I mistakenly used is https www songmont official com, which appears to be scamming people by pretending to be the real store. After realizing the issue, I tried to request a refund, but my order disappeared from the website. I then contacted their WhatsApp number, +39 338 995 9103, only to be blocked by them after my inquiry. This has been a very frustrating experience, and I want to warn others to be cautious. Please double-check the authenticity of the website before making any purchases, as these scammers are using very convincing tactics to steal money from customers.
Horrible costumer service! takes forever to reply to an email, received a bag with markings on it and they’re trying to not take responsibility
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