Isabel Marant Reviews 218

Scam. Returned bag but no refund.

DONT ORDER FROM THIS COMPANY!! The don't refund:( I received a faulty Jenky bag and returned it. After lots of emails to the customer care email I received a confirmation that they received my return on August 26th and that I would be reimbursed within 10 days and then NOTHING. I've tried to contact them via email/whatsapp/facebook/instagram and phone to their reception.

DO NOT ORDER! They simply do not refund! I have been chasing for 3 weeks now and they still have not refunded even though they have confirmation of receipt (by them!).

The worst customer service ever!! I’m wainting for my refund for more than 2 months already but they fully ignore my emails and what’s app messages. No phone number available to talk to someone. I cannot believe a high end brand like this offers such poor service and cannot even afford a phone number for customer service. What a shame.

ALL if the negative reviews I have read so far are true! Long story short, the customer service email is HORRIBLE. They don’t have customer service phone number to speak with a real person. Only constant emails, with no real information or solutions. It took at least a month to receive my order. They don’t provide tracking information. I returned my order over a month ago now. Still no refund! They email client services keep stalling at first it was 14 business days. Then the more than 14 business days passed, so I contacted them again via email. I was told it would take an additional 10 business days for me to receive a refund. The 10 days doesn’t start until they send me an email notification granting me a refund. I have still yet to receive a refund notification. This is by far the most ridiculous customer service I have experience with an e-commerce site in a long time! I have been dealing with them since June 25th, 2024. It is now August 12th, 2024.

Terrible experience from a brand I really love. I ordered a pair of pants and never received them. I have been waiting a month to get my money back from pants I never received. They filed a case with UPS and were reimbursed but have yet to give me my refund. I would not order from this site again.

NO NOT ORDER ONLINE. Should not have ordered when the following red flags rose:
1) the website didn’t have size 34 even listed as an option, yet the physical shop assistants had it on their website
2) you cannot order and have it delivered to an Isabel Marant shop near you
3) THEY DO NOT HAVE A PHONE NUMBER TO CONTACT
Wish I had read all the reviews here before purchasing online.
I ordered, Chronopost failed to deliver my parcel, nobody responds over email and whoever responded on WhatsApp clearly does not care. I ask them to please chase the delivery company themselves also, as I never received my order, and they tell me to declare the theft of my parcel to the police and only then they can see what options they have for me…. So they want me to admit the theft of a parcel I never received so probably they can shift the blame onto me. Not offering to contact the delivery company for proof of delivery like a reputable company would.
Oh, also, an 800€ dress, same size same model etc had lengths differing by over 10cm…. Thank god that one I got from their physical store. imo it smells of fraudulent activity

Never AGAIN! I sent two bags back and got one bag refunded. Been holding up since two weeks - don’t have my money back. Never will buy something from this online shop again! The costumer client service doesn’t provide any answersy

update 31.7.
still getting the same response, contacted PayPal and escalated the case. I'm shocked about the whole process.

update 5.8. I got my refund today via Paypal. I tried to contact the costumer service everyday but received the same sentence as every time. Thanks to Paypal I got my money back.

I can only confirm everything that has been said in the last reviews. They did not send most of my items due to a technical issue but still haven‘t refunded my money since 3 weeks! I am waiting until the end of the week and then I will be getting my lawyer involved! I can‘t believe this is happening with a brand I thought to be trustworthy and prestigious.
31.07.24 update: I have now received my refund with a delay of about 4 weeks but at least I received it. I don‘t know what is going on with the website but I think normally this brand and website should be trustworthy.

I placed an order on June 23, on their website they say that it takes a maximum of 8 days for the package to arrive, but it hasn’t arrived yet (almost a month later). No matter how much you write to them, their only response is that "they have already informed the concerned department, and will get back to you as soon as possible".

They didn't even send a tracking code... A disaster for what you pay.

I am having the same issue as previous reviewers, I returned an item via UPS, they received it on 2nd July. I've been mailing, DMing on all socials, no one will engage with me. I really don't know how to proceed at this stage. Extremely disappointing, I will never purchase from this company again and would urge others to steer clear.

Update: still mailing daily, the only response I’ve received is they are looking into to the matter & asking for my patience. Even though I forwarded them the UPS confirmation of delivery to their offices, so there really is nothing to ‘look into’ I’ve raised a dispute via my bank, so hopefully this will resolve the situation. So frustrating & time consuming.

Do not shop in Isabel Marant, it is imposible to return, there is no return available anywhere on the website, send numerous emails, it is abnormal

Further Update. 23rd July.

Still have NOT received my refund. I chase them daily via email and also through "contact"on the website. On the 15th July I was informed that my refund had been held up as I had initiated a dispute via Paypal and that whilst that case was open they would be unable to process my refund. My case was actually closed on July 5th (so not true) "in favour of the seller" with the reason being that this situation is not covered by PayPal buyers protection policy"!!!
Last week I was advised by both Pay Pal and my credit card company to report this situation to my local police department "Cyber Crime" division. which I will be doing.
Also to note I have been contacted by other customers (unknown to me) with the same themed experiences.
How Isabel Marant (Global E) are allowed to trade is beyond comprehension.

Latest Update. 16th July. I have been informed that my refund has been issued - That was over a week ago - I still have not seen the credit to my card . The amount they are refunding is also short by approx GBP390. I have queried both and yet again no reply to my specific questions - just the usual stock reply.
This brand and its service is beyond comprehension!

Update : It is now the 5th July and I still do not have my refund. My "patience and understanding" is still being asked for by customer services . Do not order online direct with Isabel Marant!

...........
I have been chasing my refund since May (it is now over six weeks) I have signed proof that the returns were received.I have been chasing them once a week and continually been fobbed off ...excuses of a logistics dept issue and then most recently that a request has been forwarded to the relevant department and have been asked for my patience and understanding with apologies for the "unusually long processing time" This evidently is not unusual for Isabel Marant and frankly appalling!

I have been chasing a refund for my return for 6 weeks now. I have proof they have received the coat via DHL tracking. I have read the previous reviews and there is a very common theme of ‘logistical issues’ and I am continually asked for my patience. Meanwhile they continue to trade online and they must encounter returned goods on a daily basis. Appears that everyone buying online will experience the same excuses. As a
previous reviewer said it is now a legal issue. We have consumer rights but I really didn’t expect to have to fight for a refund from a company like Isabel Marant.

Update from 24/06 - I started a dispute over this with my bank (Monzo) this morning and I have received the refund this evening. I hope this can help others to retrieve their money if they can do the same.

They keep promising a refund for my goods but are claiming issues with their logistics department - I have waited a month, yet the website still states the returns will be within 14 days. Customer services are asking for my patience but this is now a legal issue.

The worst customer service ever returned items but the label they provided was incorrect after 3 months the items were sent back to me zero customer service 4 months of daily emails and no help whatsoever
Update .:
Still being ignored and no refund tried to clam back via payment method but couldn’t do that this company needs closing down avoid avoid avoid
Update… still no refund and they are deleting negative comments from customers from social media .. apparently hundreds of customers with same issues be aware .. I am owed over a thousand pounds …still being fobbed off never ever use this company they need closing down

I would like to return my items but they are not sending any return label, I am chasing them almost one week.. probably I will miss my official return date. I dont recommend anyone to shop from this brand. The return is our legal right but they are failing to do that..

The last two weeks a horrible service. Orders canceled without notification. Order incomplete and they say me you can order again but we won't give you the discount like before but we are so sorry. The other half of my order was faulty which I get no help to get the product again for the price i had it before.

I've purchased a jacket almost a month ago and haven't received it yet. The order status never changes from 'confirmed'. Trying to contact the company is also useless, the replies take too long and never properly answer my questions: when is my order arriving? Which is my actual order status? Why is it taking so long to ship my order?

Isabel Marant received my returned online order on the 13/05/2024. After more than 17 days they haven't refunded me yet. The only update I received in all this time from their customer service is that they experience a logistic problem. No information about when they are going to refund if ever!!! Worst customer service ever experienced!