16June2023: I opened the card holder Polene sent and saw some peeling with the rubber lining 😔Update: They offered to somehow compensate me (after asking!!!) for the issues I encountered. Note that I had to ask and it wasn’t voluntarily offered. Changed my rating to 3 stars. Grateful for the compensation but these could have been avoided if the quality team is doing their job.12Jun23 Update: I got a canned response from Polene and was told that since the bags are handmade, peculiarities and minor asperities are not considered defects. I don’t know but I think they’re just making an excuse for their subpar quality bags. It’s contrary to what they’re advertising that they make high quality bags.I ordered a Polene Dix in Taupe and upon inspecting the bag, I found an open stitch. Polene’s customer service is pretty responsive and is gracious enough to cover shipping fees and customs taxes (if any). It took them about 3-5 days to respond after I sent the photos of my defective bag. They replaced the bag and sent a card holder to compensate the inconvenience (which i’m grateful) but they sent a wrong color (Cognac) and still with defects. Free card holder also had defects unfortunately. Again, I returned both and I just received my second replacement bag and card holder. The second replacement bag and card holder seem ok but I noticed some misalignments with the stitching of the strap holder (not sure what its called). They said their handbags are handmade hence, peculiarities aren’t considered as defects. I refuse to accept this response as it seems like they’re just making an excuse for their subpar quality bags. Back and forth email exchanges are so exhausting. They take pride of their quality and craftsmanship but that’s not what I saw with the bags they sent.
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