I am extremely disappointed with my experience with Polène. I purchased the Cyme bag, only to receive one with a large patch of glue over the suede interior and no serial number. When I reached out to customer service, expecting a resolution for what is clearly a defective item, I was shocked by their response.Polène refuses to acknowledge this as a fault and is insisting that I pay £20 for the return shipping—even though consumer protection laws state that retailers should cover return costs for faulty items. This is now the second defective bag I’ve received from them, which raises serious concerns about their quality control and customer service.Rather than standing by their craftsmanship and ensuring customer satisfaction, Polène has been dismissive and unhelpful. I would strongly caution anyone considering a purchase—if you receive a faulty item, expect to deal with resistance, extra costs, and frustration.I had high expectations for this brand, but after this experience, I will never purchase from them again.
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