Review Time
After seeing all the reviews on Trustpilot, I was a bit reluctant to order the Numéro Huit bag, yet still decided to give it a try.Luckily the bag arrived one day before the estimated delivery time in perfect condition, so my experience was positive overall.
I was very reluctant about buying at polene because of all the poor reviews, but I really wanted the cyme mini bag, so I gave it a shot.The bag was only available as pre order, so I’d have to wait.Couldn’t be happier. The bag arrived before expected, in perfect conditions, and it’s just perfect.
(UK Customer here) I first decided to order a Polene bag after seeing all of the recommendations from tiktok. I ordered the black Polene Dix bag. When the parcel arrived, it was a different bag, it was a green sept bag. I began reading up the reviews on trust pilot and that got me a bit worried about the company and whether i'd get a refund, exchange, etc. However, I emailed them my issue about receiving the wrong bag and they happily expressed that they would be able to exchange the item. Would love to give them 5 star however for the inconvenience of the £15 to send it back, its a 4 star. Overall, i'm happy with my experience, the customer service team responded to me within a few days of my email query, and the exchange was carried out very promptly and with quick delivery. The Polene numero dix bag is gorgeous and such a great everyday bag.
I placed an order for the Numéro Dix in the textured black but received it in the textured taupe instead. This is my first time purchasing from the brand and I am very disappointed that I have been sent the incorrect colour. I have emailed Polène but have yet to receive a response. Not sure what the experience is like in store but would not recommend purchasing online as they send you the wrong item, take days to respond and offer no compensation for wasting your time having to return the item. Reading other reviews, many people have also received the incorrect item.
I placed a pre-order for the Cyme mini in camel early May as an early birthday present to myself. The delivery date shown on the website was 12th of May. When I didn’t hear anything from them after the date passed, I sent two emails, one on the 16th of May & one on the 18th of May. No response to either email. I also tried dm on Instagram on the 21st of May and still no response. This company has the absolute worst customer service. They have no qualms posting photos on Instagram and will keep sending promotional emails almost on a daily basis. However, they don’t care to respond to their customers at all. I am in shock at how awful they have been recently from reading the reviews and now my own negative experience with them as I’ve ordered two bags from them before and had zero issues. I have just decided to report them to PayPal to save myself the headache of chasing my refund.
After reading all the reviews, I was a bit nervous to order a bag from Polene, but decided to take a risk. I've ordered Cyme bag (it was a pre-order with the shipping date of May 12). On May 12th, I received a DHL message with the information that on May 16th the order will already be in Lithuania. In the end, it was even faster - I received my bag yesterday (May 15th). The quality of the bag is very impressive - of course, I need more time to see whether no defects appear, but as of now, I am very satisfied.
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.
I made 4 orders on the Polene website. 3 orders arrived without any problems. But, the 4th order, made on May 12, I still have not received (and today is June 27). The interface does not work on the site, I can’t understand at all how to detach my order, where it is and why it has not been delivered. Wrote dozens of letters to the support service - not a single answer. Gimme my money back, please !
I placed an order on the berí bag and completely hated it because it was extremely small. So I decided to return it. Once i did i tracked the item and it showed that polene received the bag. However i never got an email from them stating that they got it and that they’ll let me know of my refund. I called them 7 times, i also emailed them about 6 times and no response. They never returned a call or emailed me. I will call the bank to let them know of the status so they can help. I urge you to be careful. There will be those that get lucky and those who will end up like many of us with no response from the company. Very unprofessional and lacking highly in customer service.
I ordered a bag on 12th of April, knowing shipping date is 12th of May. No confirmation email, no tracking code, no return to my emails, nothing. But payment was done at that moment :) I don' t know where the bag is or who I need to talk to. I preordered knowing bag will be sent on 12th of May but still no news no confirmation email. Such a bad experience.. I'd say never again
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