Product came fine, I had to return and make a new order for a different size (no exchange option). Polene didn’t acknowledge receipt of return so I had to chase and get evidence from DHL confirming item was received by Polene on 7th Jan. I was again ignored by Polene customer service so requested refund from my credit card provider and Polene almost instantly acknowledged receipt of return of item apparently on 15th January, and informed me that a refund would be coming. We’re now 1st Feb and no refund. Also - FYI it’s paid returns, not free. Nice bags, poor customer service - I wouldn’t recommend, a nice bag isn’t worth the hassle of dealing with this company, I’d order from one of the many other optionsEDIT 2025-02-19: Polene’s reply below is not quite correct FYI. I had indeed opened a dispute, and Polene did tell me they couldn’t refund because of the dispute. However what happened next is actually: AMEX therefore told me to close the dispute such that Polene could refund me and I should notify Polene. I did so, and Polene have refused to refund me saying they agreed to the chargeback in the dispute so would not refund directly - what Polene say doesn’t align with what AMEX say and it is clear to me which company knows what they are talking about (I assume AMEX are also getting nonsensical responses from Polene). I have had to open another dispute, so still no refund yet incredibly!I do think Polene customer service are trying to do the right thing, but they seem pretty incompetent, probably lacking training and probably understaffed. Hence slow acknowledgement of return and inexperience with payment disputes. Still not worth ordering IMO
Claim your business profile now and gain access to all features and respond to customer reviews.
