Best not to rely on Polene to meet their delivery promise of 5 days. I ordered a cyme mini bag online on Jan 12. Multiple contacts to their support were answered promptly but my requests for a deliver... See more
Company replied
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
This is getting ridiculous. I placed and order on September 14th, I was fully aware that it was on pre-order bacause it said it would be shipped on september 26th. However, the 26th came and n... See more
Company replied
I bought the Cyme bag back in January. Over summer I noticed that the handles were starting to crack and it was beginning to effect the stitching too. I contacted customer services and they offered me... See more
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I have to say, the company was quite proactively communicating the shipping delays - so I wasn't worried for the first week. When additional delays were announced, I wrote back that the bag tha... See more
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Polene Cyme bag in textured black arrived in 5 days which after reading reviews @Trustpilot was satisfying.Packaging was just good since dust bag included was too small.To be honest I wasn't impresse... See more
I ordered a Cyme bag as a gift. Polène sent me the wrong item (a cheaper version worth €40 less), and it arrived late, which completely ruined the occasion. What followed was a frustrating pr... See more
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I purchased three bags from Polène: one Cyme and two Cyme Mini. One was for myself, the others were gifts for my mother and sister. The first bag went to my mother — she w... See more
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I ordered a Polène handbag as a gift and unfortunately the overall experience was quite disappointing, especially considering the high price point of their products. From the beginning, the... See more
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I made my order before I checked reviews so was quite apprehensive after reading the negative comments. However I can't fault Polene. Replied to my email asking about possible despatch date very qui... See more
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Please note - this review has come up on my sons account for some reason and relates to a review posted by Carolyn. Same comments apply If I could award no stars I would. Don’t buy from this co... See more
If I could give negative stars then Polène deserve that. My pre-order was placed in July and had shipping date Sept 26, now past that date already there is no update on site if shipping is delayed fur... See more
Company replied
Really poor customer service. Website states it takes 6 days for delivery, it has been over a week and not even shipped yet. Going to be over 2 weeks before it arrives. Disappointed when bought a gi... See more
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Placed an order on the 12th. Chased it up 17 th. Got an email saying it will be despatched within a few days. Nothing clearly had been despatched so emailed to cancel order (I bought another bag for t... See more
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The pre order bag which I purchased on 7 Jan I didn’t receive it yet. I have contact the customer service more than 3 times and until date the problem is not yet resolved. The pre order as per the we... See more
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Disgusting service. Ordered on the 6th Feb, item was sent and then returned to sender by DHL. Courier advised that the issue was by the sender however the customer service advisor, Fy, tried to blame... See more
I had a great shopping experience at the Copenhagen store. The sales person Sara Leonti was very friendly, patient and took the time to show me a wide range of products and colors, making sure I coul... See more
Company replied
I must admit, I felt a touch of hesitation after coming across some of the negative reviews. Nonetheless, I went ahead and ordered the Mokki Mini in ebony. To my pleasant surprise, the experience coul... See more
Company replied
Scammers! Most terrible customer service I ever experienced. Ordered my purchase on the 15th of September and still haven't received anything. After making multiple agreements by mail about... See more
Company replied
Frustrating experience with shipping a customer support. They shipped a package via DHL with the wrong name and when it arrived at the collection point, they won't give it to me. DHL told me to contac... See more
Company replied
Visited the Polene store in Paris with my Cyme purchased in January 2024. As my bag was part of the older Cymes which weren’t strongly enforced and it presented clear loosening and degradation, my... See more
Company replied
I’m really happy with my Polène bag and delivery. I was a bit concerned after reading the reviews but in my case, the shipping was fast, it only took 3 working days, and the bag arrived in perfect con... See more
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I had a small accident with the strap of my Numéro Neuf and needed to contact Polène’s customer service. I can’t thank them enough for their quick and professional response! They replied promptly, and... See more
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After almost a year away from Polen (due to poor reviews), I took a chance and ordered another bag. This time, I chose a Cym in cognac. Once again, the bag arrived in Poland within four days. I've nev... See more
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I ordered a bag that was advertised with 5-day delivery, but it wasn’t shipped even after a week. I needed it for a very important event, so I called customer service. They managed to send it in time... See more
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I received a Polène bag as a gift, and after only three uses (within a month of purchase), the leather started to crack — which I found unacceptable for a brand of this reputation. I contacted custo... See more
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I got scared reading all the negative reviews here but my order with them could not have been smoother. I pre-ordered a bag and it arrived exactly when they said it would, I received regular updates,... See more
I bought 2 bags from Polene (cyme and numero neuf). Both bags are straight gorgeous and still looking amazing after one year 1 year.
Company replied
Great experience with Polene 👍 high quality bags and good service !
Company replied
Fast international delivery, great customer support, and a flawless overall experience. Arrived just in time for Christmas — very happy with my purchase.
Company replied
I have never experienced anything like this before. The delivery was advertised as “5 days,” yet after more than a week nothing has been shipped. When we ask questions, we receive no attempt at a... See more
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i ordered Polene bag to gift it to a friend, as per website shipping time will be 5 days, unfortunately its already 5 days and still the order is still on preparing status. i will be going on vacatio... See more
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I recently purchased a handbag from Polène, and unfortunately, my experience was quite disappointing. The bag itself is beautiful, and delivery was impressively fast, which shows the brand’s e... See more
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I bought my first Polene bag in April 2025. Haven't wear it through the summer because I needed a bigger one so started wearing it in September. It felt apart in December. The handle broke and stitche... See more
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My Polène bag developed a split at a corner seam (where two pieces of leather are joined) after about one year of normal use. This is a structural area, not surface wear. Despite Polène offering... See more
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Such horrible service for a brand pretending to be an upscale brand. Ordered a bag on the original website and never heard anything. They pretended not being able to find my order based on my name and... See more
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I’ve always been a huge fan of Polène and have several of their bags but I’m currently experiencing something very concerning. Without knowing I bought a defective bag from them in the store. After an... See more
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I ordered a bracelet for a friend's birthday. Unfortunately the birthday was delayed. As the size was to small, I later wanted to exchange it for a larger one, but as it was not within 30 days of purc... See more
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On October 9th, I placed an order for the Polène Cyme bag in the regular size. Unfortunately, I received the mini version instead. After numerous emails and phone calls, I finally received in... See more
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Polene deserves ZERO than one star. I have the same problem with other reviews, SHIPPING!!!! I placed my order last 3rd of Sept til now I don’t have the bag, no email aside order confirmation. This is... See more
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I have been a loyal fan of Polène and own a larger Neuf bag that I’ve had for over two years — it still looks flawless. However, my Neuf Mini, purchased less than a year ago, started to deteriorat... See more
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I bought a bag, it was cute but the color was much more dull than the website portrays. so i returned the bag literally the next day. Almost a month has gone by and they have yet to refund me. They ar... See more
Hi. Made an order from UK 14.09.25. Buy ladies bag £480. On confirmation email company says delivery time is till 6 days, but today 29.09.25 i am still waiting for any delivery updates email. Every da... See more
Company replied
They sent me a Cyme bag with a manufacturing defect (stitching missing around one of the handle holes), so I sent the bag for a free repair. I have been waiting almost 4 months and counting for the... See more
I never received a receipt, a confirmation of purchase and worst of all the bag which was supposed to be a Christmas gift. Now I can’t even get a hold of them to be reimbursed of even just get the b... See more
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Worst experience ever - I pre-ordered the bag expecting shipping within coming 3 weeks. I didn't hear anything at all when the time came for shipping, no delay announced, no apology, nothing. I reache... See more
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I sent my Polène bag back over a month ago for a replacement, and since then, I’ve received no update, no tracking information, and no response to my emails. Their customer service only sends auto... See more
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I ordered a bag for my wifes anniversary i got deduction on my card but no email confirmation or whatsoever to make me feel like... someone is looking at emails to reply such a bad company to deal w... See more
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Don’t order online. According to their policy return fees should correspond to delivery fees but I was charged double for my return. The explanation also was lazy and shady. In some emails they expla... See more
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I bought Numéro Dix bag, a €500 bag that broke after less than a month of light, occasional use — the buckle/loop that attaches the handle fell off completely. The handle itself was crooked from the... See more
Company replied
Company details
About Polène Paris
Written by the company
Fondée en 2016 par trois frères et sœurs, la maison française Polène crée une collection de maroquinerie qui allie minimalisme et exploration créative pour proposer des formes singulières et signatures obtenues par un savoir-faire artisanal d’excellence.
Contact info
69 rue de Richelieu, 75002, Paris, France
- contact@polene-paris.com
- www.polene-paris.com
2.4
Poor
2K reviews
Replied to 86% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
This is getting ridiculous
This is getting ridiculous. I placed and order on September 14th, I was fully aware that it was on pre-order bacause it said it would be shipped on september 26th.
However, the 26th came and nothing was shipped. Contacted via email, they said they were having shipping delays. I understood.. But it is the 1st of October and so far I was not contacted regarding my order, don't know when it will be shipped and no one answers to my many emails.
...... Update
So far, no updates on my order. No money back, no bag and no answer.
October 1, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you for taking the time to share your experience, and we’re truly sorry for the inconvenience and frustration caused.
We understand your disappointment with the delay and the lack of communication, this is not the level of service we aim to provide.
Please rest assured that our team is actively working to resolve outstanding orders and improve our response times.
Thank you for your patience and understanding. We remain at your disposal for further assistance.
Have a lovely day,
Polène
Quick delivery from Spain to the UK
I must admit, I felt a touch of hesitation after coming across some of the negative reviews. Nonetheless, I went ahead and ordered the Mokki Mini in ebony. To my pleasant surprise, the experience could not have been smoother. I placed my order on Friday, 26/9, and received the piece promptly on Tuesday, 30/9. An impressive turnaround from Spain to the UK. Thank you, Polène, for the efficient service.
September 30, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you very much for your kind words and for sharing your positive experience with us. We are delighted to hear that your order arrived promptly and that you are pleased with your new bag.
Your satisfaction is our greatest reward, and we truly appreciate your trust in Polène. We look forward to accompanying you again soon.
Have a lovely day,
Polène
Six Weeks of Waiting, No Replacement
My experience with Polène was unfortunately anything but positive. The bag I ordered arrived damaged. After contacting customer service, I was allowed to return it in exchange for a new one. What I did not expect, however, was that I would then have to wait six weeks and send dozens of emails just to get an update.
Each time I was promised that the replacement would be shipped “as soon as possible,” but this never happened. After six weeks, and only because I kept insisting, I finally received a refund. A replacement bag never arrived.
What makes this even more frustrating is that I constantly had to take the initiative to ask where my order was. No compensation was offered for the long wait and the poor service.
Although Polène makes beautiful bags, I cannot support the way this brand treats its customers. Service and reliability are just as important as the product itself, and unfortunately I found both completely lacking here.
September 29, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you for sharing your experience with us. We are truly sorry to hear that your journey with Polène did not meet the high standards we strive to uphold.
We deeply regret that the replacement process took far longer than expected. Unfortunately, we are encountering a delay in shipments due to an unforseen logistical issue. This is not the seamless service we aim to provide, and we sincerely apologize for the frustration caused by this situation.
Your feedback is invaluable, and we are taking your comments seriously to continuously improve. Please know that your satisfaction is very important to us, and we are committed to making things right.
Thank you again for your honest feedback, we remain at your disposal for further assistance.
Have a lovely day,
Polène
I ordered a bag for my wifes…
I ordered a bag for my wifes anniversary i got deduction on my card but no email confirmation or whatsoever to make me feel like... someone is looking at emails to reply such a bad company to deal with
September 18, 2025
Unprompted review
Reply from Polène Paris
Dear Sir,
Thank you for your message. We sincerely apologize for the inconvenience and concern caused by the lack of an order confirmation email.
You should have received a confirmation email shortly after placing your order. If you have not, we kindly ask you to contact us at contact@polene-paris.com
, and our team will be happy to assist you promptly.
We appreciate your patience and look forward to resolving this for you quickly.
Have a lovely day,
Polène
So frustrating service they have, 0 customer value
If I could give negative stars then Polène deserve that. My pre-order was placed in July and had shipping date Sept 26, now past that date already there is no update on site if shipping is delayed further, contacted them on email no response just one automated message reply and chat service ghosted me after telling they are getting a senior rep to provide me a detailed update. It is so frustrating. Polene you atleast have to make an attempt to let customers know if shipping is further delayed rather than ghosting .
September 29, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you for sharing your feedback. We sincerely apologize for the frustration and lack of communication you have experienced regarding your pre-order.
The absence of clear updates is not reflective of the level of service we aim to provide, and we regret any inconvenience caused by this situation. Please know that our team is doing its utmost to manage these delays and to improve communication with all our customers.
Your pre-order remains a priority for us, and you will receive a detailed update as soon as possible. We truly appreciate your patience and understanding during this time.
Have a lovely day,
Polène
Didn't get the order
I have never experienced anything like this before.
The delivery was advertised as “5 days,” yet after more than a week nothing has been shipped.
When we ask questions, we receive no attempt at a solution and no clear information about when the order will be sent.
The payment was taken immediately, and since then there has been complete silence.
This level of service is unacceptable — far below even mass-market standards.
September 22, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you for taking the time to share your experience. We sincerely apologize for the delay and the lack of clarity regarding your order.
While our usual delivery timeframe is 5 business days, unforeseen logistical challenges have recently caused delays in some shipments. We understand how frustrating it is to wait without clear updates.
Please know that this situation does not reflect the level of service we strive to provide. Our team is doing its utmost to resolve these delays and improve communication as quickly as possible.
Your order will be shipped shortly, and you will receive a confirmation email with tracking information as soon as it is on its way. We truly appreciate your patience and understanding.
Have a lovely day,
Polène
Bad impression and truly disappointed
I am very disappointed with my recent experience with Polène. I bought a bag from your Paris store on 26 August (Cyme Mini, Edition Textured Camel), and shortly after, I discovered that the bag had broken stitches. I have not even used the bag yet.
I followed the exchange process exactly as instructed and returned the bag, which DHL confirmed was received by Polène over a week ago. According to your instructions, once I dropped off the return parcel, the new bag was supposed to be shipped immediately. However, since you received my parcel, I have only been told there were unforeseen difficulties with your carrier. My last update was over a week ago, and since then, I have received no reply.
At this stage, I have paid for a bag but now I have nothing. You have my return parcel, yet I have not received the new model bag nor any proper update.
This poor communication, long delay, and lack of follow-up have left me with a very bad impression and truly disappointed with Polène’s customer service. It does not reflect the level of care and high-quality craftsmanship that your brand claims to uphold.
I need a clear update and confirmation of the shipment of my new bag!!!!!
September 1, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you for your feedback, and please accept our sincere apologies for the inconvenience you've experienced.
We confirm that your exchange request was processed promptly upon receipt of your return parcel. Unfortunately, due to an unforeseen logistical issue with our carrier, the shipment of your replacement bag has been delayed.
We completely understand how disappointing it is to encounter a fault with a new item, followed by a delay in receiving the replacement. This is not the level of service we strive to provide, and we truly appreciate your patience and understanding.
Please rest assured that your replacement bag is on its way, and you will receive a confirmation email with tracking details shortly.
Wishing you a lovely day,
Polène
STAY AWAY
Hi. Made an order from UK 14.09.25. Buy ladies bag £480. On confirmation email company says delivery time is till 6 days, but today 29.09.25 i am still waiting for any delivery updates email. Every day try contact them by phone, and nobody do not answering. Sending emails, and nobody do not answering. The strangest thing is that, they do not have time answer the emails, but they have time answer on Trust Pilot... And the phone number (landline) is located in Warwick. Not London... For me, i recommend STAY AWAY from this company.
September 14, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you for bringing this to our attention, and we’re truly sorry to read about your experience.
We understand how disappointing it must be to place an order with expectations of timely delivery and not receive updates as anticipated. Please accept our sincere apologies for the lack of communication and for any inconvenience this has caused.
Due to an unexpected surge in demand, our response times have unfortunately been impacted, but rest assured our team is working diligently to catch up and ensure every customer receives the care and information they deserve.
We genuinely appreciate your patience and your feedback, which helps us improve.
Have a lovely day,
Polène
Delayed delivery. 1 month and still waiting.
Placed an order for 2 bags on the polene website on September 03, 2025. I ordered it to a friends house in Munich assuming that it would be delivered within the specified timeline, but I guess that was really ambitious.
Polene responded to my initial requests stating that it's delayed, but it's now close to a month and they have even stopped responding to my emails.
It's ridiculous for a "luxury" brand so have such poor customer service.
Update: they responded to me on October 01, saying the order would be dispatched *latest* by October 03, 2025. We are now on October 06, 2025 with absolutely no dispatch and no update and they've gone back to not responding to my emails too. There is no way to even cancel the order via the website. Outrageous.
September 29, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you for taking the time to share your experience, and we sincerely apologize for the inconvenience you've encountered.
We fully understand your frustration regarding the delay and lack of communication, especially as you were relying on a timely delivery. This is certainly not the experience we strive to offer, and we're truly sorry for the disappointment caused.
Our team has recently experienced a higher volume of inquiries, which has unfortunately affected our response times. That said, your trust is important to us, and we are actively working to resolve delays and improve our communication.
Thank you for your patience and understanding.
Have a lovely day,
Polène
Great customer service
Visited the Polene store in Paris with my Cyme purchased in January 2024.
As my bag was part of the older Cymes which weren’t strongly enforced and it presented clear loosening and degradation, my bag was replaced.
This really makes the whole difference and convinced me to choose Polene again, as I felt I could trust that whatever problems may come, the company is open to finding accommodating solutions to customers.
The staff was amazing, thank you Ilyas in particular.
September 21, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you so much for taking the time to share your feedback.
We are delighted to hear that our team was able to assist you and that you had a positive experience in our Paris store.
At Polène, we are committed to offering not only high-quality craftsmanship but also attentive and responsive customer care. It’s truly rewarding to know that this was reflected during your visit. We will be sure to pass along your kind words to our team, including Ilyas.
Thank you again for your trust. We look forward to welcoming you again in the future.
Have a lovely day,
Polène
Disillusion! Stay away from this brand!
When writing this comment, I am completely in vain and in desperate situation! Because customer service didn’t reply to my email! I want to speak in English to warn the potential customers stay away from this brand! I am a victim of this fraudulent brand.
I don’t know where my bag is since the last time I tracked it in Spain. I bought the bag Un Nano since 07/12/2024 and after 6 months, the bag handle is broken. I sent it to Spain to fix it and it has been 2 months, they attribute that the factory was closed so the reparation could take longer in order to deny the fact that no customer service and warranty after sell! It will be 3 months soon in reparation on the first of October. I tried to emailed them many times, no response, only automated response!
I think that my bag has been lost and they try to avoid responsibility!
I will keep posting here until I get my bag back in good condition or they have to refund me.
Polène - Disillusion !
December 7, 2024
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you for your message. We truly understand how frustrating this delay must be for you, and we want to reassure you that your bag is safe and secure in our warehouse.
While we recognize that our responses may have seemed repetitive, please know that our customer care team has been doing their best to provide you with accurate updates. Our artisans are working carefully to repair your bag to the highest standards.
We sincerely apologize for the inconvenience and for any lack of clear communication you’ve experienced. Your satisfaction is very important to us, and we are committed to resolving this as quickly as possible.
Thank you for your patience and understanding.
Have a lovely day,
Polène
Placed an order on the 12th
Placed an order on the 12th. Chased it up 17 th. Got an email saying it will be despatched within a few days. Nothing clearly had been despatched so emailed to cancel order (I bought another bag for the function I was attending which arrived within 2 days). Sent several emails but no response. Tried telephoning but with disconnected or automated reply saying too busy and to hang up. Absolutely terrible customer service. Fingers crossed I get my money back
September 27, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you for taking the time to share your experience. We are sincerely sorry to hear that your order did not arrive in time and that your attempts to reach us were not met with the level of responsiveness you expected.
Please rest assured that your cancellation request has been received and is being handled by our customer care team in accordance with our internal procedures.
We truly regret that your experience did not reflect the standards we aim to uphold and appreciate your patience as we work to resolve this matter.
Have a lovely day,
Polène
3 weeks & still no bag..
I wish I’d gone with my gut and never ordered in the first place… the trust pilot reviews don’t lie. I’m on week 3 of waiting for my bag and Customer Service don’t reply. They did, however they just send an automated response. I asked for my order to be cancelled and refunded and 10 days later I’m still waiting. I’ve raised this with my bank now. I think it’s absolutely appalling for a ‘designer’ brand of such a high priced brand to not send any customer updates, no courtesy emails , nothing! I’d done a lot of research on this bag beforehand and wish I’d just left it.. note to self ; go with your gut!! STAY AWAY !!
September 8, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you for sharing your experience. We are truly sorry to read of your disappointment and the frustration caused by the delay and lack of clear communication.
We are currently facing an unforeseen logistical issue that has impacted the shipment of certain orders and the processing time for cancellation requests. We fully understand how frustrating this must feel, and we deeply regret that your experience has not met your expectations.
Please rest assured that our customer care team is actively reviewing all inquiries and working to resolve each case, including refund requests, as swiftly as possible and in accordance with our internal procedures.
We sincerely apologize for the inconvenience caused and remain at your disposal for any further assistance.
Have a lovely day,
Polène
Such horrible service
Such horrible service for a brand pretending to be an upscale brand. Ordered a bag on the original website and never heard anything. They pretended not being able to find my order based on my name and adress. I asked to cancel one of the orders and heared nothing back ever again.
September 26, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you for reaching out, and we are truly sorry for the inconvenience and confusion you have experienced.
We are currently facing an unforeseen logistical issue that has affected the processing and shipment of certain orders. We understand how frustrating this must be, and we sincerely regret that your experience has not reflected the standards we strive to maintain.
Please rest assured that your emails have not gone unnoticed. Our customer care team is actively reviewing all requests, including cancellation inquiries, and is doing everything possible to provide timely and appropriate solutions.
We remain at your disposal and are committed to resolving this situation as swiftly as possible.
Have a lovely day,
Polène
Do not order on their website
Do not order on their website! I ordered several bags from Polène over two weeks ago, and the experience has been extremely disappointing. They sent updates about a “shipment delay” and claimed my order would be shipped soon, but weeks later, nothing has happened. This kind of false reassurance and lack of follow-through is unacceptable for a brand that markets itself as premium. Customers deserve honesty and reliability, not vague promises and endless waiting. If you’re considering ordering from Polène, be prepared for long delays and poor communication.
September 12, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you for reaching out, and we are truly sorry for the delay regarding your order.
We are currently facing an unforeseen logistical issue that has affected the shipment of certain orders. We fully understand your frustration, and we sincerely apologize that your experience has not reflected the standards we aim to uphold.
Please rest assured that your emails have not gone unnoticed. Our customer care team is actively following up on all requests and working to provide precise updates or appropriate solutions.
We remain at your disposal and are doing everything we can to resolve this situation as swiftly as possible.
Have a lovely day,
Polène
Terrible customer service and shipping
I will add to the experience of some many other customers. I placed an order for a Cyme mini on the 6th September and of course I have not received it yet nor have I gotten any response to my emails.
Please, don't hide behind the "increased amount of emails" your customer service has to deal with and actually respond with transparency and indicate a delivery date or offer instantly the refund option. You are supposed to be a luxury brand, you cannot make it the customers problem.
September 26, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you for reaching out, and we are truly sorry for the delay regarding your order.
We are currently facing an unforeseen logistical issue that has affected the shipment of certain orders. We fully understand your frustration, and we sincerely apologize that your experience has not reflected the standards we aim to uphold.
Please rest assured that your emails have not gone unnoticed. Our customer care team is actively following up on all requests and working to provide precise updates or appropriate solutions.
We remain at your disposal and are doing everything we can to resolve this situation as swiftly as possible.
Have a lovely day,
Polène
Never shipped, terrible customer service
Ordered a bag from their website and it was supposed to arrive in 5 days. It has not arrived nor have I received shipping or tracking information. I emailed them for a status update, got an automated response but no answer to when it will ship. Tried again today with no response again. I left a comment on their IG, also no response. There is no way to speak to a human.
Will have to ask my credit card company to issue a chargeback because this company is clearly a scam. There is no excuse to ghost your customers. If the customer service is this poor I can only imagine how poor the bag quality will be.
September 23, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
We sincerely regret the experience you've described and fully understand your frustration regarding the lack of clear communication and the delay in your order.
We are currently facing a temporary logistical issue that has impacted the dispatch of certain orders. Our teams are actively working to resolve this situation, and shipments are being processed progressively.
We also acknowledge that the delay in responding to your emails has added to your dissatisfaction, and we sincerely apologise for this. Our customer service team is currently handling an unusually high volume of inquiries, but your request is being treated with priority and you will receive an update shortly.
We are committed to providing both quality products and service, and deeply regret that we have fallen short in your case.
We remain at your full disposal for further assistance.
Have a lovely day,
Polène
Polene deserves ZERO than one star
Polene deserves ZERO than one star. I have the same problem with other reviews, SHIPPING!!!! I placed my order last 3rd of Sept til now I don’t have the bag, no email aside order confirmation. This is soooo disappointing.
September 24, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you for taking the time to share your experience. We sincerely apologize for the prolonged delay in the shipment of your order.
We fully understand your frustration and share your disappointment, especially when the wait exceeds our commitments.
Please know that we are currently facing logistical challenges beyond our control, which are impacting our usual delivery times. We are doing everything possible to resolve these issues as quickly as possible.
Your trust is very important to us, and we hope to soon demonstrate our commitment to providing you with the quality experience you rightfully expect.
We remain at your full disposal should you require any further information.
Wishing you a lovely day,
Polène
If you can purchase on their physical store. Please do. Avoid their online shop unless they announced that the’re back to
I ordered two bags specifically for my trip and as a gift but shipping has taken longer than six days. Had I known this, I never would have placed the order. Since the bags didn’t arrive on time, they’re of no use to me, and I need to cancel my order and get a refund immediately. For comparison, I ordered shoes from a German retailer store days earlier, and DHL delivered them without issue.
It’s been two days since I was told my case was sent to the “concerned department,” yet no one has followed up. If you’re experiencing ongoing shipping issues, the least you could do is put a hold on payments until items are shipped, instead of charging customers upfront.
If your courier has problems, that’s on your end. At the very least, you should inform customers—especially when you have multiple social media platforms to do so. It’s not that hard. Frankly, this has been a very disappointing experience.
September 15, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you for reaching out and sharing your concerns. We sincerely apologize for the inconvenience caused by the current delays and fully understand how frustrating this situation must be for you.
Please rest assured that your request has been carefully received and is being treated with the utmost attention in accordance with our internal procedures. Our customer service team is actively working to review your case and will provide you with an update as soon as possible.
We are currently facing exceptional logistical challenges that have impacted our usual processing and shipping times. While this is not an excuse, we are doing everything we can to resolve these issues quickly and improve communication moving forward.
Your patience and understanding mean a great deal to us, and we remain committed to supporting you throughout this process.
Have a lovely day,
Polène
I posted on here yesterday about my…
I posted on here yesterday about my horrible experience with this brand. Just an update. I still haven’t received any resolution for my order that was placed on the 15th of September.
I asked for a full refund and cancellation of my order multiple times and all I get is an automated message, an absolute disgrace!!
Customer service now stopped replying to me on the live chat. The last thing they said was that my request has been transferred to the right department and they will review it and update me. Sorry review what exactly??? The product is still at the warehouse, it had passed the delivery date and I am not getting any useful information. All I want is my money back for a product that I haven’t received and DO NOT WANT.
No one from that said department is contacting me and when I asked CS to provide me with an email of that department so I can email them directly they said they can’t do that.
I cannot believe a brand that markets itself as a ‘luxury brand’ is treating its customers like that. Several people are complaining on here and on instagram and all we are getting is an automated reply.
Shame on you!! I will never recommend this brand to anyone. I have raised a dispute with my bank and kept evidence of all conversations and delivery dates so I recommend if anyone is in the same boat, you should escalate this.
September 23, 2025
Unprompted review
Reply from Polène Paris
Dear Madam,
Thank you for sharing you experience, your feedback is precious for our continuous improvement.
We sincerely regret the frustration and inconvenience this situation has caused you.
We would like to assure you that our customer service team is following the established procedure to handle your request with the utmost care. Your request has been transferred to the appropriate department, and it is currently being reviewed thoroughly. Please know that your case remains a priority, and we will update you as soon as we have more information.
We understand how important clear and timely communication is, and we apologize if our previous responses have felt insufficient. Our team is committed to resolving this matter as quickly and fairly as possible.
Thank you for your patience and understanding during this process.
Have a lovely day,
Polène
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