Review Time
I bought the Cyme bag back in January. Over summer I noticed that the handles were starting to crack and it was beginning to effect the stitching too. I contacted customer services and they offered me a free repair in their Spanish workshop - great right? Their workshop was closed for August so I decided to send the bag back once it reopened beginning of September. I was told the bag would be repaired and returned within a month.. Now we’re 8 weeks later and I still have not received my repaired bag back!! I have had no updates, I’ve chased twice and basically been told to be patient with the repair having been started on 17th September I have no idea what is taking so long and the poor communication is very worrying. Now I’m beginning to wonder if I will ever receive my bag back!!!
I received a Polène bag as a gift, and after only three uses (within a month of purchase), the leather started to crack — which I found unacceptable for a brand of this reputation. I contacted customer support with photos and a detailed explanation. Initially, their response was disappointing and quite dismissive — they blamed me and even suggested I buy some dye and paint over the damage (!). However, after a few more emails, they agreed to an exceptional exchange, and today I received the replacement bag.While the initial experience was frustrating, I appreciate that they eventually acknowledged the issue and did the right thing. For that reason, I’m giving 5 stars — not because the process was perfect, but because they ultimately stood by their product and made it right.
Hi whoever reads this. I was going to purchase one of these bags but omg the reviews are horrific. Why isn't customer service or polene helping these poor buyers instead or writing from a script. Please go to the ombudsman or take them to the small claims court. I purchase very expensive bags, purses etc with no problem. This shouldn't be happening even more so the crisis were all in. Word of mouth is everything and these reviews have put me off has a buyer I hope others do too.
I did have a hiccup at first with a mix up in bags. It was ultimately resolved to my happiness and satisfaction. The manager and sales associate were great. I had emailed customer service in between and they responded very quickly. Once I went to put my bag on the sleeper bag, I noticed a glitch. Again, emailed customer service who quickly replied and resolved the issue promptly and to my satisfaction. I understand I shouldn’t have had any issues. However, the resolutions were addressed in such a way like an old school small business, meaning, they cared.
I ordered a pair of earrings for my wedding. Polene sent me the wrong earrings. After I contacted their customer service about the mistake, I was told I would only receive the correct earrings after I returned the ones sent wrong to me and had to also proof with pictures that I received the wrong item (which I did). I explained that I am super busy atm and dont have time to drop off the items sent to me wrongly. After many e-mails back and forth I simply asked for my money back which I was also refused. It is basically illegal. Polene entered a purchase contract the moment I paid for these earrings and did not deliver the right items not sent me back my money. Customer service simply sent me over and over the same message instead of addressing the topic.
I got my bag Edition Numéro Un a year and a half ago. the bag is heavy and is not practical. this is a minor problem. the major problem is that after 1.5 year of use the leather started to peel. Given that i hardly used it in winter (preferred my black Ferragamo tote) it shows a poor quality of the material used. very dissapointing sincd the design and prices of Polene bags are very appealing.
I purchased a Polène handbag as a Mother’s Day gift and kept it boxed and wrapped for a month to surprise my wife. Unfortunately, when she finally opened it, we discovered it was the wrong color. I figured a simple exchange would be no problem, after all, that’s standard practice for most reputable brands. Not with Polène.They have a strict 15-day exchange policy, which effectively punishes customers who purchase gifts in advance. You’re left with three bad options:Order early and risk being outside the return window.Order late and hope it arrives in time.Hope nothing goes wrong with your order, because if it does, you're out of luck.What’s worse is that this rigid policy is paired with unhelpful customer service. There's no flexibility, no understanding, and no willingness to make it right. It’s baffling how a brand that markets itself as “luxury” offers such a poor experience both in terms of product satisfaction and post-sale support.I wish I had looked more closely at customer reviews before purchasing. Turns out, less than 50% satisfaction seems to be the norm for Polène, not the exception. I wouldn't be surprised if the next update from them is “all sales are final” right before they close their doors for good.In short: Polène’s bags are overrated, and their customer service is worse. I’ll be warning others to steer clear. There are far better brands out there that actually stand behind their products and care about their customers.
The bags are gorgeous, but the customer service at the Champs Elysées Store was terrible. The sales person that greeted me when I came inside literally asked me "Are you here to just look around or are you actually going to buy something?"You're not allowed to touch any of the bags without asking a sales associate, and I had to go with THREE diferent SA's before one would deem me worthy of their time to actually show me the bags. They had the display filled with beautiful bags but most of them weren't in stock anymore. They didn’t even give me the time to ask for an alternative option because they would just hand me the display bags and leave in an instant. I ended up asking one of the girls “okay well what CAN I buy?” And then she proceeded to show me the bags that were in stock. I had been looking forward to buy a Polene bag for a couple of years now but I was furious about how rude the staff was to everyone, not just me. There was a lady there that was thinking about a bag she liked when her Sales Associate took it away from her because "his other client wanted to see it too and she was taking too long to decide". She stormed out furiously. My husband insisted that I take at least one bag, because we had traveled from a different country and we were already there. I accepted, and told them I wanted to buy a few bags, but needed WiFi access to verify which credit card I would use and my roaming wasnt working well, so I asked the staff for their wifi and they said it wasnt available for customers. I also wanted to buy the same bag for my mother in law, but they refused to sell it to me saying they could only sell one item to the same person (????). Not only did we have to create a new user account for my MILs bags, but I also needed to use a different credit card because otherwise they couldn’t accept the same form of payment for 2 bags of the same model. It's like they dont care at all about selling or being nice to customers. What was supposed to be a happy day ended up in me being a bad mood after that awful experience. I dont think I'll return to Polene ever again. The staff is not interested in selling, they don’t care what you buy or how they make you feel. And for what I can see in the comments, it’s not just me and my perception of how I was treated. We ended up going to Bottega Veneta and the treatment I got there was fabulous. For Polène’s price range I’ll just go to coach next time I want an affordable bag made of nice leather, and where people are actually nice.
I would give Polène negative stars if I could. First time purchasing from them and DHL was the carrier. They state they delivered my order however I did not receive it. They did not provide any sort of resolution but claimed according to their “Terms and conditions” they are not held responsible for any loss, theft or damage. Poor customer service and I hope people stop purchasing from them.
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