Terrible Customer Service and Unprofessional BehaviorI had a very disappointing experience with Polène, and I feel compelled to share it. I placed an order online but realized I had mistakenly entered the wrong country (France instead of Germany). Within one minute of placing the order, I tried to cancel it. I called and texted their customer service multiple times with no response. Finally, I sent them an email asking if they could simply change the country on my order to Germany. Their response? They said they could not modify the shipping country but offered to cancel the order instead.I agreed and asked them to cancel the order. Thinking everything was resolved, I went to their store and purchased the bag in person. However, two days later, I received an email stating that the original online order was on its way to me! Not only did they fail to cancel the order as promised, but they also charged my account without my consent.To add to the confusion, the bag was shipped to my address in Germany – the very thing they initially claimed was “impossible.” This raises the question: if they could modify the address after all, why didn’t they just do it in the first place? Did they deliberately mishandle the situation to make me purchase two bags, one in-store and one online?I reached out to them again to demand a refund, but once again, they ignored my email. This level of unprofessionalism and disregard for customers is unacceptable. Polène has demonstrated poor communication, unreliable customer service, and deceptive practices.I would not recommend buying from this brand unless you’re prepared to deal with unresponsive customer support and frustrating experiences.
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