Review Time
The order has yet to arrive, and there is no clarity on the shipping timeline. I am unable to review the product since I still haven't received it. The platform indicates a delivery timeframe of 2–3 business days, but today marks the 5th business day, and the order hasn’t even been given to the courier — the status remains “being prepared.” I reached out to the support team twice. They informed me that they are “still checking with their internal department” and will provide an update when they have more details. Realistically, this won’t occur before next Monday, meaning I will hear back a full week after placing my order. In the best-case scenario, if the order ships on Monday, I would receive it approximately a week later than promised. I also cannot cancel the order myself: the cancellation must be handled by the company, preventing me from placing a new order to fix the issue. For a brand of this caliber and given the product's price, this level of service is disappointing and falls short of expectations.
The order has yet to arrive, and there's no clear information regarding shipping times. I can't review the product since I haven't received it. The website indicated a delivery timeframe of 2–3 business days, yet today marks the 5th business day, and the order is still marked as “being prepared.” I reached out to the customer support team twice, and they informed me they are still checking with their internal department and will update me when they have more information. Realistically, this won’t happen before next Monday, which means I will receive an update a week after placing my order. Even in the best-case scenario, if the order ships on Monday, it will arrive about a week later than promised. Additionally, I cannot cancel the order myself; only the seller can handle that, preventing me from placing a new order to resolve the issue. For a brand of this caliber and considering the product's price, this service level is disappointing and below expectations.
My bag has been used only about 10 times since I bought it, and I’ve noticed air bubbles around the seams and damage at the corners. I contacted customer service, but their responses are nonsensical, thanking me for informing them about a repair that I never requested. For a bag in this price range, the quality is unacceptable, and I want a refund!
I placed my order on November 19, but UPS tracking indicated it was delivered, even though I never received it. The pickup point confirmed it was returned to UPS, meaning I never got my item. The seller refuses to issue a refund or replacement unless I provide a UPS “denial letter,” which the pickup point won’t provide. Despite this, the seller won’t take responsibility, leaving me to navigate the situation without resolution. According to consumer rights, it’s the retailer’s responsibility to ensure delivery, not the customer's. The seller’s policy shifts the burden onto the buyer even when delivery fails. I recommend avoiding this brand if you want reliable service.
If I could rate this company a 0, I would! The customer service is terrible. I received a bag for my birthday, used it once, and it was damaged after a fall. When I emailed about repair or exchange options, they seemed unhelpful and didn't understand my request. After a few polite responses, they only offered to let me purchase a new one. The representative I spoke with had limited English, making it frustrating to discuss my situation. I asked to escalate my issue, but they refused to provide a manager's contact. The bag's quality is poor, and I am unhappy with the service. I doubt they will care about my review, but I will not give up.
This is a follow-up to my previous review. I returned a bag and received a refund for it, but I was promised a refund for the delivery fee, which did not happen. I only got the bag's price back, and since the item was faulty, I believe I should also be reimbursed for delivery costs. I have to reorder, and I am concerned about receiving another defective item. I have tried to contact customer service, but it’s been a week with no response.
I purchased a bag on November 11, and it has been delayed due to a missing commercial invoice. While I understand these things happen, the lack of support from the seller is disappointing. They informed me that they cannot issue a refund or replacement until the carrier's investigation is complete, which typically takes around 10 business days. In the meantime, I have no bag and no refund, which is unacceptable for a brand that claims to be premium. I expected better customer care, as other retailers usually send replacements while resolving issues with couriers. The lack of updates and the long wait have been incredibly frustrating. This experience has deterred me from future purchases, despite my initial interest in their products. I hope the seller reconsiders their customer support approach, as this service level is far below what customers deserve.
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Raconter Longchamp, c’est écrire une histoire familiale. Celle de la famille Cassegrain, qui a reçu en héritage la passion du cuir et la créativité sans limite du fondateur de la Maison : Jean Cassegrain. La Maison est aujourd’hui entre les mains de la troisième génération Cassegrain : alors que Jean, son fils aîné en est le Directeur Général, et sa soeur, Sophie Delafontaine, la Directrice de la Création, leur frère Olivier développe les boutiques américaines.See more
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