In total I own 2 bags from Polene. Once the numero neuf in taupe and the numero un nano in the color tan. The workmanship of the bags is very good. The seams are neatly placed, the leather feels very nice and of high quality, just like the inner lining made of 100% cotton. Both bags are beautiful, high quality and, in my opinion, also timeless. I have nothing to complain about the bags so far.I ordered both bags from Polene's online shop. Ordering is simple and uncomplicated. The shipping from Spain (shipping point from Polene) to Germany with DHL Express International is fast (2-3 days after receipt of the order) and without any major problems. It is delivered in a shipping box, in which there is a beautiful pearly colored Polene protective box. This box contains the additionally packed bag in a high-quality dust bag. So far so good.However, after receiving my last Polene order, there was a rather mysterious "problem". I had only ordered and paid for one bag but received the numero un nano twice (however this can happen). And now we come to customer service.After checking everything again to make sure it wasn't my fault, i was so honest and wrote to the customer service and explained the situation to them. I cannot confirm the previous reviews about late/no replies from customer service. I got a response from customer service within 1-2 hours. They apologized for the inconvenience and sent me a free return label in a standard canned response. To this day I have not even received a thank you for my honesty from Polene...not for more than half a year. Considering I returned a "gifted" bag worth 290€ is incredibly unprofessional and way below normal standards of customer services. Polene should urgently train their employees again in dealing with customers. Incredibly disappointing and appalling for a brand that describes itself as a luxury brand. Dear Polene, less sending free bags to influencers.Take more care of paying customers, appreciate them and thank them appropriately if necessary!!! The paying customers are the customers you need for your continued existence!!!!!!UPDATE!!! A few days ago I received a response from Polene.They personally apologized for the inattention during a phone call, thanked me very much for my honesty and sent me a free shipping code for my next order.For some, this pretend would not be enough, personally, this feedback from Polene is enough for me.If my other experience with Polene stays the same in the future, if gift vouchers are introduced and the customer service handles cases like mine or something similar, I will give 5 stars.
Claim your business profile now and gain access to all features and respond to customer reviews.
