Review Time
5 stars for easy order. But just 2 stars for an email response and delivery. Clearer it’s stated that delivery within france is 5 weekdays only. Unfortunately, I have not received any tracking number or delivery date yet. tomorrow is weekend again and when will I get an update of my purchase.
Bought a bag more than week ago that didn’t match my expectations qualitywise. I wrote to them 7 days ago to get support returning it and then again yesterday, still haven’t gotten a response. I’m extremely disappointed with the lack of service here. It’s a really bad way to treat your customers.
I am such a huge fan to your bag and absolutely love every design. I am enjoying using every single bag that I bought from Polene and even promoted Polene to all my friends as chic design, great quality and easy to use daily bag. However, I just bought Polene Numero Uno Nano in Nude (F147923) and pretty much disappointed with the bag quality particularly with the strap. It has some defects on the strap and therefore I send you email and photos to complain about it. I wish you could have solution to the item that I bought as I believe satisfaction and happiness of your customer wearing your bag with proud would be your priority. And I am hoping that you can improve the strap quality moving onwards.Updates on early August:I already received the strap and the card wallet as compliment. Eventhough it took long time for the solution, overall I am happy with the final solution from Polene team. I already updated the rating!
Contacted them TWICE over a week ago and they never replied! My mom bought a bag in Paris and never got to use it before the handle broke. I sent photos and a copy of the receipt, yet never received an email. It’s pushing the two week mark since the first email was sent. Suffice to say, their customer service is NONEXISTENT. Do NOT expect a reply back. It’s a waste of money if you get a bag that broke before being worn. You’re better off taking your business elsewhere.
I placed an order this monday, I have received an order confirmation where it says 5 shipping days. I have for the past two days tried to get in contact with Poléne by phone, no response, I have also left a message!!! I have also sent an email, no replay. I really would like to know when I will receive my order, as it is a gift. This is the worse customer service I have ever experienced, will I receive the order which is a gift for my daugther
I placed an order on the 10th of June for the cyme mini bag in camel, it said the shipping would take 6 days. It’s the 19th of June today and I have not received any shipping information or order update. I only received an order confirmation when I placed the order. I have tried reaching out to customer service via email and telephone but both to no avail. I hope to get an update soon. I am quite disappointed by this service as this is an expensive purchase.Update: they finally responded to one of my e-mails saying my parcel is ready to be shipped and they gave me a tracking number. It’s the 21st of June today and my bag still hasn’t been shipped. Never ordering from Polène again.
I've bought the Numero Dix bag in black. Within less than a month of purchase, and I had worn the bag three times, and the straps were already crackling and the leather coloring was falling off. I've contacted their e-mail services (since I can't get in contact with them on the phone) and did not receive a response until 3 working days later. They offered to repair the bag which would take about 3 weeks after they've received it (meaning it would take more than a month). Since I will be traveling and leaving in less than a month I will therefore not be able to receive the bag back again. I've instead asked them for a full refund due to the bad quality. I was replied back with a copy-pasted response regarding the offering of repair. I also asked about a phone no. but did not receive one. They have now offered me a new strap, but the strap which is broken cannot be attached/reattached. In general, the replies takes more than 48 hours and can't get a phone no. A brand that promotes themselves as a high-quality and with those prices should have 24-hour customer service. I'm still pending on getting my full refund and just returning the back. I will never purchase from them again. Both terrible product quality and terrible customer service.
I purchased a Numero Sept and a Numero Un in camel, but received the Nano instead. I have sent emails every day since then and I have left a voicemail to no avail. I tried calling the New York store, but the number is inoperable.All I was looking for was a $90 credit back to my card or a store credit. Despite receiving the smaller version of the bag I originally ordered, I love the bag however I paid for the larger bag.I am extremely disappointed in this company which is too bad because the bags are very stylish and well made.Addendum (06/11/2023):I will now give POLENE 4.5 stars.I received an email confirming my $90.00 credit. 👍🏾👍🏾
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