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 customer support with photos and a detailed explanation. Initially, their response was disappointing and quite dismissive — they blamed me and even suggested I buy some dye and paint over the damage (!). However, after a few more emails, they agreed to an exceptional exchange, and today I received the replacement bag.While the initial experience was frustrating, I appreciate that they eventually acknowledged the issue and did the right thing. For that reason, I’m giving 5 stars — not because the process was perfect, but because they ultimately stood by their product and made it right.
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