Review Time
I have been loving Polene for years. I’ve just received my fourth bag (numero dix in camel) and it’s my new favourite every day bag. The craftsmanship and attention to detail is impeccable. The quality of the leather is top notch and the care that goes into packaging makes opening a Polene bag a luxury experience. My bag also arrived two days earlier than expected and I am thrilled with it. I already have my eye on the black numero dix and also the cyme bag (just not sure what colour to go for yet!). I’m also considering purchasing one for my mum for Christmas this year. Truly an amazing brand that I will love for years!!
This website is very slack. It was incredibly difficult to get in touch with them, because the submitted form would not load. When I tried to get in touch with the emails that were on my receipt, I received an error response. I eventually received a response from some random email and provided me with tracking details. I followed this up daily to track my item. On the 3/9/23 It says delivered. There is no address to say where it was delivered. I replied to the original email I received a response and all I got was it's delivered. I pleaded to ask where and I haven't heard anything since. I then emailed 17track to ask them where the parcel is. They advised me that they're only a platform and not a delivery service. They were helpful in providing me with emails to help track the order. Again I have sent another 3 emails and no response. I have literally just tried again and the tracking number won't load. What a horrendous experience! I am trying to be hopeful that I get a delivery, if not it will be even harder to get a refund.
Review from UKI normally don't bother with reviews but I ordered first and then read reviews which is always nerve wracking so for piece of mind for some, here's my review. I ordered the Tonca bag on Saturday and got DHL waybill confirmation Monday and ready for shipment by Tuesday.I changed to Friday so it was delivered when hubby wasn't home 🙈 but it was mostly in good condition.It was bubble wrapped, inside wrapping paper and with linen cover bag with Polene logo all inside a sturdy Polene branded white card board box. This was inside a normal medium sized cardboard box.There were super minor scratches but not worth sending it back for. Can't attach pics in here sadly Overall pleased with it, is it worth the £340 price tag? maybe not as I would expect it to be pristine coming out the packaging.It's a fun cool looking bag for sure. Time will tell on the wear and tear...
Made an order on the 8th of july, no bag arrived.Costumer service takes weeks to answer and then has no real information or all wrong (non working tracking numbers, couldn say the carrier...).Still no bag up to this date and no response to my emails.
I was really concerned about all the negative reviews I had seen about the customer service, but because I loved the numero dix and the quality I ordered my first bag in February with no issues. I even ordered another one in a different colour last weekend, unfortunately they sent the wrong bag, but they sorted the issue soo quickly! I was expecting a long wait time due to the bad reviews but heard back within hours. I received the wrong bag on Wednesday (just passed) and just received the correct one today (Saturday). I don’t know if I’m just lucky but this is the second bag I’ve received from Polene very quickly and I’d definitely order again!
I had made an order but realized my email had an extra letter in it in my confirmation after purchasing. They got back to me quick about that and I thought fixed it. I emailed them again to be able to get the details of my order, or a confirmation email and no response. A couple days later I gave up and tried to cancel my order because they were not responding and I had found another company that was great. And still no response. A few days later I asked for any details of when or if my order would be shipped if it hasn’t been cancelled and any information they could give me about my order. Nothing. Money is out of my account and it’s been a while and no emails or bag. I’ll have to contact my credit union to despite the transaction because I still have no idea what has happened with my order. Very unimpressed and disappointing. I had heard great things about their products and to be treated like this as a paying customer is ridiculous.. not worth it.
Numerous bad experiences with this company. I will never order from Polène again. After two weeks there was no movement at all to ship my bag or even respond to my emails. To those lucky few who get their orders on time, good for you! But too many people have suffered from Polène's bad customer service. Their prices feel exorbitant because this is not a luxury brand. They have a long way to go, starting with shipping orders when they say they will and actually responding when customers try to reach out to them. This isn't luxury. You're better off buying a bag at Zara or whatever high street store you prefer. At least they ship on time! I laughed when I read a reply from them below saying their response times are "temporarily longer than usual." It's July and I've been having problems with them since January! Six months isn't temporary, sweeties, being disappointing is your brand's identity now.
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