Duluth Trading? If so, my dd has that bag and I have it in black. It's a great bag.
That bag is used, ours look nothing like that, even after a year+ of use. We have never had a problem with their customer service, have you contacted them? Really, that looks unacceptable and I can't imagine them charging a restocking fee!
Between my dd, dil and I, we have a LOT of their leather purses/backpacks/wallets. They have always been great quality.