Marc Jacobs Reviews 370

Who knows what sweat shop in Asia Marc Jacobs bags are made. My cared for €400 bag fell apart after 2 years ....as I said to Marc Jacobs and Brown Thomas (where purchased) I have zara /river island bags in better condition after many more years. A repair is the least I would expect on this faulty, poorly made bag....so far, zero interest in any sort of customer service has been forthcoming..take your money and run....so buyer beware. Never will I even look at a Marc Jacobs product again.

My husband ordered the wrong color bag, I called customer service they advised me on how to return. I followed their directions to the letter. I have documentation it was returned to Marc Jacobs 9/20/22 STILL WAITING ON MY REFUND!! Avoid Marc Jacobs website if possible and purchase from a department store. Marc Jacobs customer service is horrible. I’ve emailed and called repeatedly with no resolve. They keep telling me how slammed they are. That’s BS

Ordered a bag and it didn’t come. DHL told me when I rang them that it had been delivered to the wrong address, yet marc Jacobs are saying that they are saying it was so they don’t have to refund me. Do not trust this company. I am going to the ombudsman.

Purchased a top and earrings from the Marc jacobs website. They delivered my top and NOT the earrings . $100 down the drain and I CONTINUOUSLY emailed for weeks asking for the ITEMS I PAID for . To be shipped out to me. After 2 months - Instead they refunded a card that I cancelled that I have NO access to anymore . After explaining to them many times I would just like what I PAID for to be shipped out. No response, no help, no responsibility or action to make it up to their costumers or make it better. All they had to do was ship the other half of the package and not only did they NOT do that - they sent money back that I never received .

I ordered a necklace and earrings for my daughters 18th, the earrings came after a month so missed her birthday completely and the necklace has never been delivered. I have asked for a refund so we shall see what happens. It’s unacceptable to advertise delivery dates that are not achievable and to have on sale stock that doesn’t exist. This is a global brand that should be ashamed of how they treat their customers. I will never buy from them again !

HORRIBLE CUSTOMER SERVICE!! Back in September I’ve returned an item using the shipping label MJ includes with the order. Nearly two months later the company hasn’t refunded me or acknowledged receipt of my return. Numerous phone calls and emails later, MJ claims ‘return hasn’t reached their warehouse’. When I asked for proof, i.e. UPS tracking number that shows my rerun is still in transit, they’ve refused to do so. Will never do business with them again, very unprofessional and sketchy business.

Have placed my order a little over a week now and seem to be having same experience as most of other reviews. I wish I had seem these reviews before I purchased. Here I was thinking that from their official website it would be safer haha.

I got the first generic email saying they were having a lot of orders and working hard to fulfil my purchase about two days ago. Called them, they redirected me to e-Global + another generic response email saying they are wroking hard to get things done. I asked for an ETA because I am actually travelling overseas and if it was to take too long, I would have to cancel. Legit no other option.
The only reason I felt it was safe to buy before my trip is because on their website says it takes about 4-5 days to dispatch the order, so from the beginning it is already misleading.

Nothing yet. No response. I am giving them another 5 days and if my purchase it's not shipped, I will file a dispute charge with my bank.

Do not buy from them! Purchase from other websites :)

The worst Customer Service
I bought some things and it's been 31 days and I haven't received the products or a refund
I do not recommend to buying from them

I Wish I Would've Perused this Site Before Purchasing.

Same as everyone else. I ordered a large totebag on 8/20. After some delays and communication from the company, I received on 9/20. I didn't realize it was so massive so I decided to return. Unfortunately, there was no return label in sight. I sent an email to customer service with the request. About seven days later they responded saying they sent a request to UPS and I should have one sent to me...it's 10/24 and I still haven't received that label. T

Anyway, I had already approached the 30-day return mark and since they seemed sort of scammy, I decided to pay for the return shipping myself as to not take any chances getting my $600 back. They received the bag back on 10/3.

$85 in shipping later, I have sent multiple emails that have gone unanswered. I called customer service a few weeks ago and was told a supervisor would call me back. Still waiting on that call.

Called again this weekend and apparently my refund was escalated to the credit department, but I'm not holding my breath.

I submitted my correspondence and receipts to the Better Business Bureau in hopes that with their backing, I can receive a full refund. I would've never even thought that I needed to look at customer service reviews for a brand like Marc Jacobs. Something needs to be re-worked.

In all fairness, I will say that I ordered two other items - a wallet and a classic crossbody and those came on time with zero issues.

Still rating a 1.

To say most of these reviews are listed as “bad”, i received my large MJ tote bag today. It took under 2 weeks to come with no problems

If asking what went wrong, unfortunately nothing went right, on the 26th September 2022, ordered the Mini Tote Bag with a Zip Card Case and only received the one item being the Zip Card Case. Clearly payment was received hence sending the one item. I then start to receive the first of emails sent regarding the Tote Bag.
October 5th- Supply chain constraints
October 7th - Apologising for delay with a token of appreciation 20% off ( another scam to get you to purchase more unfilled items that you won’t receive)
October 7th- Another email with a case number and cancellation not sure who cancelled my order because I sure didn’t, to top it off the email was labelled 25th January 2022???like really I purchased the bag in September 2022, this is we’re it becomes a real concern, so I thought.
October 11th- another email regarding cancellation of order same date 25th of January.
October 14th -I decided it was time to follow up and see one why I was receiving emails of cancellation and two following up my refund.
October 15th- customer support email return reply
“When you add an item to your shopping cart the item is still available for other customers to order. If we happen to have a low quantity available for a particular item, there is a slight possibility that it may become out of stock when you submit your order. Upon review of our inventory we did not have this item available as your order cleared through our system. Your card will not be charged for this item, however you may see authorisation hold on you account which will drop off depending on you financial institution’s guidelines.”
Really KAYLA H from customer service team, SHAME on you.
1.Clear email sent to you with proof of confirmation and processed funds.
2.If the item is out of stock and you cannot fulfil the order, an immediate refund email should be provided advising and refund processed which would show on my financial institution statement record, which I have constantly checked for the refund and nothing.
Sounds like it’s the blame game and definitely a scam.
Since sending email with all the proof, I simply got nothing in return apart from once again, the good old high volume of emails they are experiencing, well I can see why, too many unhappy customers.
Overall I’m not the type of person to write reviews but personally in sales myself and if this is what customer service is about from a well known Brand then Marc Jacobs looks like they are definitely scamming customers.
23rd October-Another email following up my Un actioned email.
Which then lead me to check the reviews.
Think twice before purchasing off their website, the reassurance of buying direct for me has gone way out the door.
I sure won’t go hungry losing $535 AUD but I sure do know that my little amount may contribute to the thousands of other customers who have faced the same experience and that’s not to mention the ones that don’t speak up and that we haven’t read about.
Only due to the fact that the 1 star is automatically generated worst online experience ever.
Don’t become another victim is my advice.

I returned a Marc Jacobs t-shirt in September. I used their return shipping label, which came with the product, it was September the 5th. No refund and can’t get the adequate answer from their customer service. Really disappointed

im experiencing the same problem
Ordered 2 months ago and still nothing.
I received an email to say the package was shipped but they provide no tracking number. I’ve emailed several times and received generic replies.
I managed to find a number in the US to call but they are pretty clueless and apparently don’t have an internal phone number to the department that dispatches packages. And they can’t give me a tracking number??? Then the woman I spoke to changed her story and said she’d been on hold for with them but couldn’t get through and she’d get someone to call me ??? Still waiting for that call. This is a global brand!!??
——————————-
Updated 21 October
If it’s useful to anyone, I did some researching, and I threatened to contact the Better Business Bureau if they did not give me a tracking number within 24 hours as they are breaking the law.
Surprise surprise…..it’s been dispatched and I’ve received an email from DHL. Let’s hope it makes it here.
FYI- ****USA law on deliveries ****
Google - FTC dot gov - selling internet prompt delivery rules

I don't even know where to begin. I wished I'd seen all these reviews before buying. I ordered a bag 6 weeks ago and still don't have it. The website states 3-4 working days which is a lie. I then got an email saying they were experiencing high levels of orders and expect delays AFTER purchasing. Weeks went by and finally after 4 weeks the bag was shipped. When it arrived in the UK DHL tried to charge me £72 extra in import fees so I contacted customer services immediately. They agreed this was incorrect and I shouldn't have to pay this. It's now 2 weeks later and I do not have the delivery (it was rejected and sent back), I have no refund, all of my emails since them agreeing to sort the import fees error 3 weeks ago have been ignored (many were ignored before this too) and I'm now claiming through Klarna for misselling, no refund, no delivery and awful customer service. I will never buy from Marc Jacobs again. They do not reply to you or care don't waste your money or time!

Hi I really need help im unsure if I got scammed or if they just don't have it in stock after reading these reviews im confused. Did you guys have to deal with the Global-e. It says Global-e is shipping it for me

I ordered a bag online from their website and now it’s been weeks and there is no update on my order. I’m asking to cancel and refund if they can’t ship my order and they have stopped reverting to my emails. Feels like my money is stuck. This is my first and last time ordering from marc jacobs. Customer service representative are always saying we are investigating your query and will get back to you but no one does. I don’t know what else to do except for crying out my frustration here (:

Ordered a bag on Sept. 30 and it's been 2 weeks now and my order has not even been shipped. Every week its a new email telling me we have a few issues and your order will be shipped soon but still. I email them and get no help.

Ordered a leather tote bag on August 15th, after waiting for a few weeks I received an e-mail from them stating that they are sorry for the delay but I will receive my order soon. Then on September 16th I got another e-mail stating that the bag I ordered was out of stock and that order was cancelled. I had to e-mail them on October 10th asking for a refund as there wasn’t any sign of my money although the order was cancelled almost a month ago and I was lucky enough to get a full refund a few days after. Found the same bag on another website for the cheaper price and will never order from what seems to be an official and trusted Marc Jacobs website.

I ordered a mini tote bag from the marc jacobs website for £280, and within three hours they had cancelled stating they had none in stock, which is fine, but then a week later that had took the £280 out of my bank even though the order was cancelled a week before, and for non stop for 3 weeks I tried to contact them stating my order was cancelled yet the money was took out and it wasn’t a pending transaction as it was from a debit card. And I’ve had to call my bank to explain the situation and they’ve tried contacting Marc jacobs about this, and Marc jacobs are still not responding. This is a disgrace. Never order from there, because even when they don’t send you the purchase they still take your money out and don’t give it you back.

This is probably the worst experience I have ever had with a company. I ordered a bag, and in the end decided it was too small for what I needed it for, and the color was different in person than I expected. I promptly packed it up and sent it back. It’s been almost 30 days since I have sent my return back with no refund in sight, of almost $400! I have contacted the company 3 times now… and mind you, it takes about an hour each time to get thru to someone. The first time they said I should get an email in 3-5 days… it’s been almost a month and still nothing. And the second time the person on the phone gave me so much attitude and said there is already a “case open” and I need to just wait. It’s a simple return, what case is there? And she hung up on me! People don’t just have this kind of time to sit on hold and ask to get their money back when everything was done as requested on my end…. It’s just absurd, and for a “higher end” luxury brand it’s surprising they treat their customers this way. I will never be buying from there again. And in the future I plan to check reviews of places first!

Side note, I did file a dispute with my bank because they are more reliable than this scamming company!!