Review Time
Avoid ordering online. Their return fees should match delivery fees, but I was charged double. The explanations provided were inconsistent and unprofessional. They initially claimed my return cost was equal to shipping, but later insisted the doubled amount was correct, contradicting their previous statements. Ridiculous customer service.
I ordered a bag as a gift, expecting it to ship within 5 days as stated on the website. However, after 5 days, my order was still in preparation. I will be going on vacation soon and won't be home for a month. Had I known about the misleading delivery timeframe, I wouldn't have placed the order. Although I appreciate their products, this experience has made me hesitant to recommend them.
I had a frustrating experience with shipping and customer support. They sent a package via the carrier with the wrong name, and when it arrived at the collection point, I was denied access. The carrier instructed me to contact the seller to change the name, but the customer service representative insisted I do it through the carrier's website, which was impossible since the package had already arrived. This has been a harrowing experience. I will just wait for a refund at this point, but their understanding of shipping is clearly lacking.
I recently purchased a handbag from Polène, and unfortunately, my experience was quite disappointing. The bag itself is beautiful, and delivery was impressively fast, which shows the brand’s efficiency in logistics. However, the pouch bag (the small wallet that comes inside) arrived defective — something that should never happen with a brand that presents itself as high-end and premium.I believe that all Polène products should go through a more thorough quality control process. For a brand that relies heavily on online sales, especially in countries without physical stores like Portugal, ensuring flawless quality is essential. It’s already frustrating not being able to see the product in person, but receiving it damaged makes the experience even worse.Furthermore, the customer service has been inconsistent and slow. At first, the team asked whether I wanted to return only the pouch or the entire bag, and I was given that option. Once I chose to return just the pouch, they changed their position and said it wasn’t possible — that I would need to return everything. I refused, especially after reading multiple accounts of people who waited weeks without their product or refund.On top of that, it takes them about a day to reply to each email, which makes the whole process unnecessarily long and frustrating.Overall, I do not recommend Polène and wouldn’t purchase again. For a brand that positions itself as premium, Polène falls short in both quality and service, despite the fast delivery being a small positive point.
On October 9th, I placed an order for the Polène Cyme bag in the regular size. Unfortunately, I received the mini version instead.After numerous emails and phone calls, I finally received instructions on how to return the bag, which I followed carefully. According to the delivery confirmation, the return package was delivered to your address about a week ago.However, as of today – November 5th – I have not received any update regarding my exchange or refund.I kindly ask you to confirm the receipt of my return and provide information on when I can expect the correct item or a refund.Please treat this message as urgent, as it has now been almost a month since I placed my order. Order number N30749Edit 2 weeks later 17.11 still no information
For a company which is owned by LVMH - the customer service is akin to a SCAM website. They state you can return within 15 days - but when you hit return on the website, it sends and email to say you will shortly receive your return label. But you never do. This happened three times!!! So I spoke to customer services and they said we’ll look into this, they then say it’s past the window when you return, so I said but I tried to return immediately and then after a few days they closed my ticket and told me the matter was resolved.It’s a shame because there were a couple of bags I was interested in from there but as a result of this experience I will never buy from them again and urge others to think twice before they do so.
SCAM!!!! My order was not sent after a month. I canceled my order already to get the refund. Polene IGNORED the cancelation and a couple of days later they sent out the order with express shipping. I am not longer at the resident where it was ordered to and furthermore I canceled the order DAYS before they sent it out. This is INSANE. And now they reject the refund. I cut out a lot of details because I simply dont have the time to be more specific. But this went now to the police. I filed a complaint because suspected fraud. The customer service furthermore LIED to me. I have the proofs as email responses. Polene is not a legit company its a bunch of criminals as it unfortunately seems!!AHHH the cherry on top! The order was a gift for my girlfriend.....the first time that it's her birthday in our relationship. Due to the scammers of Polene I was not able to purchase another gift. I was saving money for it to be able to gift my gf that bag....guess how big the disappointment was when i needed to explain her what happened. So whatever this company is doing, it is NOT legit. It is commiting fraud. DO NOT order from there if you dont want to loose your money or else go through a stressfull process with the police to file the complaint (in france, where the company is registered)....as a non french citizen this was a horror!so to all at this "criminal organistaion", the prosecution wiill get you. Have fun with all the upcoming processes. I hope i am not the only one doing this. EDIT 1 (20.10.2025 - 11:22 GMT+2):Instead of responding to this, Polene now asks me to share information, so they can "verify" the case.....forget that I waste even another SECOND to answer anything what you ask or send. You are likely just scammers and you will get your sentence for that! So the prosecution will take care of your company and have fun for the person in response to face the legal consequences
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