Review Time
I received a great product order on February 15th, 2023, with order number S126394. Their return process is awful! I bought a bag for my fiancée and wanted to exchange it for a different color; however, their website does not offer an exchange service, which I understand. I have been trying to return the bag and rebuy the color she wanted. I attempted to return it through their website, but the system does not allow for returns. I have called several times and left a voicemail, as well as sent multiple emails, but still have not received a response!
5 days since I placed the order S130704 and S123146. No pre-ordered items. I emailed them several times, it has been 5 days with no replies and no reasons for the delay. Their customer service just ignored all of my emails. I am super angry and wondering if they just do it on purpose when they can not fulfill the promises? I am angry! They eat my money without shipping the bags! Scam! I am losing money! I want my money back! Be careful!
I ordered a mini Sept last Friday and then got nervous when I read all the poor reviews. I received a shipment confirmation email on Monday, and my bag arrived today (Wednesday, TX, USA). It’s carefully packaged and the bag is beautifully made. I’m very excited to use it and am looking forward to ordering a Dix next.I am not one to write reviews (positive or negative) but thought a positive post might be reassuring to other potential buyers.
The craftsmanship of the bags is great but not customer service. I had my beautiful number one mini peel off the sealing of the handle after few months of use and I tried calling and emailing many times and they replied after a week of efforts. The bag should be shipped to Spain for repair
I already have a bag and I wanted another one so I ordered and although it was pre order it came sooner than expected. But the bag is defective! It's impossible for it to stand upright with all 4 of it's metalic feet touching the surface, either the front or the rear ones will float in the air and after a while the bag falls flat on its face (its the numero un nano). I sent 2 emails asking for a replacement but they never answered. Its almost a week now. I'm calling them and they don't even pick up the calls! This is not customer service of a serious company. Its ridiculous!!!
I was nervous about buying from this brand because of the poor reviews on here but I went ahead with my purchase. My bag was a preorder but it arrived earlier than expected and the quality of the bag was impeccable. We had updates when the bag was shipped too. My experience was great and I would buy from here again.
Unfortunately I have to join all the bad reviews. I ordered a bag around 2 weeks ago but I never got a confirmation email about the delivery nor the package. The money yet is charged. I tried to reach out several times via the customer service and Instagram- without any reaction. What an unbelievable bad experience! Don’t order with them!
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.
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