Review Time
I purchased a Polène Numéro Neuf bag believing in the brand’s promise of exceptional quality and craftsmanship. Less than two years later, the leather on the body of the bag is peeling and deteriorating, and the logo has almost completely faded — despite only occasional, careful use.What’s worse than the quality? The customer service.After contacting them and providing clear evidence of the damage, I was told they could not repair or replace the bag simply because the damage was on the body — not a “repairable” area, according to them. Their only suggestion? That I buy a tinted cream and try to fix the damage myself.I own handbags from many other brands — some far more heavily used — and I’ve never experienced this kind of wear. Polène clearly does not stand behind the quality they advertise, nor do they care about long-term customer satisfaction.I strongly advise others to think twice before investing in this brand. A luxury bag should last — and if it doesn’t, the brand should take responsibility. Polène does neither.
I recently received the Mokki bag in Taupe Grained leather from Polène Paris as a gift from my husband, and I’m absolutely in love! The bag is truly exceptional — the craftsmanship, the quality of the materials, and the elegant minimalist design make it feel on par with some of the biggest French luxury houses.Shipping was incredibly fast and beautifully packaged, with great attention to detail — every aspect of the experience reflected care and quality.Honestly, the Mokki exceeded my expectations. I’m beyond satisfied, and I truly hope Polène maintains these accessible price points. I'm already looking forward to adding another piece to my collection soon!⭐️⭐️⭐️⭐️⭐️ (5/5)
I got the cyme bag with completely different leather (very stiff and inflexible) where the magnets do not work. They told me that the leather would soften, but it never did. After three month, the leather at the edges startet to crack, because it was so hard. I wanted to return, and they denied it several times. It was my dream bag and now it’s my own horror story. I would definitely not recommend, because the company denies the costumer all legal rights! One should get a lawyer to sue this company for very very poor costumer service.
I had a very disappointing experience with Polène’s customer service. After my gifted Cyme bag was damaged in an accident, I reached out for help and was met with cold, scripted responses and absolutely no real support or solutions. For a brand that positions itself as premium, the lack of empathy and care was truly disheartening.Honestly, I wouldn’t be surprised if their response to this review is just as robotic — offering no solutions once again.
I wish I could leave 0 stars but unfortunately I can’t. I had the worst experience (and still continue to have) with Polene. Not only did DHL lose the contents of my package, neither Polene or DHL want to take responsibility for what happened. When I received my package (from Polene to me with my address) the contents inside were from a completely different company. The package itself on the outside said “repacked”. When I contacted Polene, they supposedly spoke with DHL and couldn’t do anything about the issue since I had opted for no signature, but even if I had been there to sign, the package was still made out to me with my address from Polene’s part. If I would have signed for the package, they would still refuse to take responsibility since I accepted the package. It’s ridiculous to me that neither Polene nor DHL is taking responsibility or doing anything to fix this issue, when it’s not the clients fault at all. It’s also ridiculous to me that a company that keeps raising their prices, can’t find solutions for their customers when it’s not their fault all. This is my last time ordering from Polene.
I just had the most terrible experience with customer service and their approach for reporting quality issue with the bag. For the price tag it is unacceptable to just dismiss quality complaint. The part of the bag is obviously sewed unevenly and they are claiming it is the leather (while the leather is absolutely even unlike the zipper) or content (while it is clearly empty from the images I sent them). Absolute disappointment. I will never purchase this brand again. You will not get any support in case there is a problem. ** to add to reply - this ridiculous, the pouch was empty and used for the first time. I stated this in my initial email, then again, and you received the images where it obvious that it is empty. You are lying.
I had a fantastic shopping experience at Polène, thanks to the wonderful Sofia de Carvalho. I originally walked in intending to buy the Numéro Un Nano, but after much (very indecisive!) deliberation, I walked out with a large Mokki instead. Sofia was incredibly friendly, patient, and helpful throughout the process—never rushing me, always offering thoughtful advice, and making sure I found the perfect bag. Her kindness and professionalism made the experience truly enjoyable. I might just be back for the Numéro Un Nano soon! Highly recommend Sofia for anyone visiting Polène at London Regent St.
Experience turn bad when return is needed... I don't usually ask for a return, but they shipped me a defected bag with crooked logo. No one replying, almost a month already, just wanted me to get rid of the return and pass on the exchange....
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