Polène Paris Reviews 1,924

After 3 weeks with no shipping confirmation attempted to contact customer service. Phone number only to a recorded message that they are not available. No response to email. No response via social DMs. But yet credit card charge has processed.

I am extremely disappointed with the customer service from Polène.

I have been trying to return a bag, but every time I attempt to create a return request, the website keeps telling me that my order number is invalid — even though I am entering the correct details.

What makes the situation even more frustrating is that I cannot reach the company anywhere. I have already sent emails regarding this issue, but I have received no response at all. There seems to be no proper customer support available.

For a brand positioned as premium and luxury, I expected much better after-sales service and communication. At this point, I simply want assistance with my return and a response to my emails.

Purchased a bag online , no bag delivered , no response from emails , instagram! Not sure how this is going to be resolved. My advice would be do not order from them .

I purchased a Cyme Mini in textured black in July 2025 at the Polène Richelieu boutique in Paris. The bag has barely been used (almost never carried) and was stored properly, yet it has developed prominent vertical creases, wrinkling, and structural distortion within 10 months.
Polène’s customer service has repeatedly denied responsibility, claiming it is “natural leather behavior.” Even after providing clear photos and proof of minimal use, they refuse repair/replacement. They have also deleted my comments on their Instagram at least 3 times (I have screenshots).
This is disappointing for a brand positioned as quality French leathercraft. Under French consumer law (2-year garantie de conformité), I expected better. Potential buyers should be aware of these common Cyme shape issues and difficult after-sales service.

I placed an order on the 23rd of April, which was not a preorder. As of today, May 7th, the bag I ordered still hasn’t even been shipped.
I also haven’t received a human reply to my emails for the past two weeks, which leads me to believe that they do not have customer service at all, and perhaps only use AI-generated scripts because they are cheaper than human assistance.

If I could give 0 stars I would. Purchased a few iteams online. Then recieve a message to pay taxes to be released f r om customs.

Taxed was already paid on invoice when I purchased online.

Polene had tick the wrong box on the consignment.

Now I have DHL trying to collect tax for iteams I've already paid during purchased.

I tried to call Polene 12 times ( got through 1 time for the lady to say please email me & i will reply to your email as my English not good) & sent 8 emails. No reply No response what so ever. The brand is small but they have no working staff?? No one answering phone calls. No one to reply to emails. Just take your money & disappear.

Terrible exspirence never buy from them again never will recommend to anyone. Still waiting for a refund.

I placed my order (S451045) on April 23 hoping to receive it within the 5 business days that were promised. If you guys are falling behind on supply or experiencing delays, I completely understand, but please make that clear on your website and provide realistic delivery estimates instead of advertising timelines you can’t meet and then never following up.

Can you guys just please be honest and tell customers what’s going on? Why is nobody getting their orders? Is it due to lack of inventory? You should at least be sending emails letting people know their packages will be arriving late - literally ANY update would be better than silence.

What’s even more frustrating is that all of the customer service responses feel completely copy-and-pasted. At this point it genuinely feels like customers are talking to a wall because every response says the exact same thing, just worded differently. No real explanation, no actual updates, and no transparency about what’s happening with orders.

If I could give zero stars I would. Purchased a bag for my wife, paying extra for delivery within 5 days. 5 days passed, no communication. Now been 25 days without a single response to multiple emails and live chats on their website. Had to put in a charge back through my bank. Absolutely SHOCKING customer service and experience. Not the most premium price point by any means but customer service would be better at a market stall!

As a business owner myself I’d be mortified if the customer services team acted in this way, probably taking the view of sacking the entire team. Polene owners won’t read this but sure they would be shocked to see how poor their reviews are.

Nice bags it’d seem on the website but plenty of equally good options in the market with a customer experience I guarantee would be better.

Steer well clear.

These are the responses I’ve been receiving from Ploéne, and they’re getting me nowhere. They don’t offer any solution—just say they’re “very sorry” that a €440 bag became deformed after four months of use. It’s impossible to get a meaningful reply that actually addresses my case or proposes a solution. All I receive are generic responses. The contact number isn’t available, and emails are ineffective. See their repeated reply to my complaint below:

"Hello,

We are truly sorry to read about your experience, especially given your disappointment with both the product and the follow-up. This is not the standard of quality or care we aim to uphold at Polène.

Regarding the deformation you mention, our pieces are designed with carefully selected materials that can naturally evolve with use, but we understand this should never lead to such a level of concern after a short period of wear. Your feedback is taken very seriously.

We also regret the lack of satisfactory communication you experienced. Our teams are currently handling a higher volume of requests, which may have affected response quality and timing, but this does not reflect the attention each case deserves.

We hope your situation can still be reviewed properly and resolved in a way that meets your expectations.

Polene team,"

lovely bags, great online experience, fast delivery, and love the option of paying in installments

No update after two weeks on my order. Nobody replies to emails. I am getting impatient. I am surprised a brand like this is damaging its own reputation by handling orders in such a way. I tried finding online if others are facing the same issue and it seems like it’s happening for quite a few. Unlucky to have ordered a bag worth 400 euros and having to chase the company after payment. Extremely disappointing. I hope I get this order but would never order again.

Great service, my bag was delivered quickly. Already saving for my next purchase. Such a beautiful brand! I’ve already received a lot of positive feedback on my Cyme Mini 😍

Honestly really disappointed. I placed order X126579 on 20 April and since then… nothing. No updates, not shipped, and no replies to my emails.

I even tried reaching out on Instagram and my comments just get deleted instead of anyone actually helping or replying.

Didn’t expect this at all from a brand like this. Poor communication and even worse customer service. Wouldn’t recommend.

I placed an order with Polène on 13 April (Order #X125688) and, weeks later, I have still not received any dispatch confirmation or tracking details.

Customer service has been extremely disappointing. I have contacted them via email and Instagram and only received generic responses about “logistical issues” with no actual update on my order.

The website states delivery within a few working days, yet my order hasn’t even been shipped. There has been no transparency or clear communication throughout this process.

At this point, I would either expect immediate dispatch with tracking or a full refund.

Very frustrating experience, I would advise others to be cautious when ordering if timelines matter.

Horrible service!! Order #S449785 I placed on April 18th! It has been over two weeks. I have not even received a follow up email with tracking. No answer from customer service. Nothing!! I just want my bag.

SECOND COMPLAIN❗️POLENE ALERTE DANGEROUS BUSINESS PRACTICE
Buyer Beware! I ordered multiple items from this company in April, I still had not received the missing items. Polene Paris only replying on Trustpilot to cover their lack of integrity . No communication on their social médias or emails about the horrible treatment costumers are experiencing .No Orders & no refund of my $2000 after almost waiting a month. Just notice that negative reviews on IG/Fcbk they remove them. Check for yourself. Look at the pattern of the reviews. If I can save one person from having to go through this nightmare please Shop Smart please! Heartbroken First Time buyer. Where is my Orders? Never egain!
~~~~~~~~~~~~~~~~~~~~~~~~~~~~Je traverse la pire experience client de mon existence. Economies de plusieurs annees pres de $2000 pour acquerir mes sacs de reves. Premiere Commande #W21420 placee en debut avril. Apres dinnombrables courriels a Polene je recois enfin en main propre la livraison dun paquet de la grosseur dune boite de chaussures . le livreur DHL accepte de documente la photo de la boite comme preuve sur leur site attestant larticle manquant car 1 seul sac recu. Jai envoye tous ces documents avec photo a lappui par courriel , messages texte dentreprise sans succes aucune reponse . Ma commande est incomplete et un sac manquant malgre que vous declarer faussement avoir livre le tout .Polene quand allez-vous envoyer cet article ou le remboursement de mes $2000 ? Devrait-on contacter les authorites de protection clients? Extremement triste , degoutee & traumatisee par le traitement inhumain prodigue a une grande majorite de votre clientele! Aidez-nous stp !!!
I am experiencing the worst customer service of my life. I saved nearly $2000 over several years to buy my dream bags. My first order, #W21420, was placed in early April. After countless emails to Polene, I finally received a package the size of a shoebox. The DHL delivery driver agreed to document the box with a photo as proof on their website, claiming the item was missing because only one bag was received. I sent all these documents, along with supporting photos, by email and text message to the company, without success—no response whatsoever. My order is incomplete, and one bag is missing, despite your false claim that you delivered everything. Polene, when will you send this item or refund my $2000? Should we contact consumer protection authorities? I am extremely sad, disgusted, and traumatized by the inhumane treatment of the vast majority of your customers! Please help us!!!

I got scammed by Polene!!!

Recently in March 2026 I made a purchase from their France website and get my order shipped to my location in Asia. Prior the checked out process, Polene state DHL-NO TAXES TO PAY. Upon delivery, DHL requested me to pay for the tax which was initially scheduled by Polene as Duty Prepaid. I contacted Polene and they confirmed the duty was prepaid and I received my tax reimbursement within a week with no issue.

However, In April 2026, I made another purchase and the same Tax issue happened. This time I contacted/emailed Polene with the same procedure as before. It has been almost 1 month and after 10 follow up emails, Polene refused to reply regarding this tax reimbursement. Polene really stole the money now. Imagine how many customers got cheated by this Polene tax reimbursement scheme. I had no choice since they refused to reply my numerous emails for the past few weeks. I am bringing this issue by posting in Trust Pilot about their tax reimbursement scheme.

I placed an order on April 17 and it still has not been shipped. My order still shows as “in preparation”, and I have contacted customer service more than 4 times via email and social media without receiving any response. This lack of communication is very disappointing, especially for such an expensive order. I would appreciate an update on my order as soon as possible.

Horrible customer service. They dont reply to emails about your order. I was looking forward to receiving their bags in singapore. Please do not risk your money and order from them. You may just lost your money with no reply.

No response from customer support despite many phone calls and emails.
Very disappointing and spoils the enjoyment of receiving a new bag.