Review Time
I bought a Polène handbag and shortly after minimal use, the lacquer started peeling. Despite providing clear photos, customer service blamed me for “misuse” and refused any repair, refund, or replacement.For a premium brand, this is extremely disappointing. The product quality and lack of accountability do not match the high price. I won’t be buying from Polène again.
Please think twice before ordering. Received an email saying my order is delayed (I ordered in January due for delivery in March). This should have raised alarm bells however I assumed this was a reputable company. I then requested a refund and now they can’t confirm my order number or email? I emailed them back via the email they sent. Consumer rights act dictates I can request a refund when items are undelivered. These companies shouldn’t be allowed to misuse consumers money. Maybe they should pay interest on the money they’ve taken without delivering the goods? Let’s get social media involved so others don’t get duped!!! People power Edit:So I have received a refund. They replied with a a very generic email, no personalisation and a very simply sorry. How about compensating me for the inconvenience caused? Polene kept my hard earned cash for two months without any updates. Then decided they couldn't meet delivery deadline. They clearly don't care about consumers and operate like bandits. Stay clear and spread the word community
Please stay away from this brand! It’s a false hype, and they cheat people. They don’t send you what they advertise. They falsify the colors on their website. And they’re not ready to accept it. Lol, they said I can return it, but they won’t refund the duty tax. Why should I pay approximately $80 on top of the shipping fee to return something they wrongly put on their website? Please tell me what kind of light exposure will make the bag look so different. Or am I colorblind, and they both look the same color? If both the bags are the same color, I’m ready to let it go. Is there a European consumer protection department I can file a complaint against them? I sent them the pictures via email too Edit: please don’t patronize me. I’m not colorblind. A light beige bag doesn’t look reddish in pictures no matter the monitor settings or display settings unless one is colorblind which I’m not. And I emailed before purchasing the bag and they said except for the shipping fee which I presumed is $25 it will be a full refund. See the emails I’ve sent with the pictures. Don’t bother responding. The scary number negative reviews are clearly an indication where the problem lies. Lol
I pre-ordered a mini Neuf in Taupe with shipping scheduled for 21st Feb. It actually arrived on 21st Feb which was a nice surprise, having waited a month for shipping. I was nervous having read of poor quality issues and never actually having seen the bags in person. However, I am so pleased with the bag; the quality and colour are fab and I've had some compliments from my friends on its first trip out. I love both ways of wearing the bag, either cross body or top handle.
yeah don't bother!!! I adore the look of this bag - I had the Neuf for for £440 as a gift from my Husband for xmas. This bag is not for every day use at all. I would class as special. I had used it once for a lunch after xmas and the stitching became undone. I contacted Polene - they said send back and they would repair. I did this - three weeks later it came back. I have then used the bag again for a days shopping trip - yesterday & once again the same thing has happened. Polene are refusing to send a new one - stating its used???? But of course its used but its faulty. I love the leather, the style the colour & was looking forward to buying another colour for the summer. But not now. :(
The absolute worst customer experience especially at this price point. Don’t buy anything from them. Shein has equal customer service to Polene. I ordered the nodde and was very excited for its arrival despite having the pay £9 for the shipping. Which I had to do because the queues for the store in London were 45min long both times I tried to see the bag and buy it in person. (Neither time they had it in stock) The bag itself was really stiff and you couldn’t fit your fist in there without wrestling it in and for the size of the bag. So I didn’t want to keep it. Thought I’d go to the store and possibly exchange it for something else, thank god I called them to learn that is NOT an option. They then proceeded to charge me £20! to return it as I had to pay for the shipping and customs back to Spain. Their customer service in the chat, call and email were uncooperative, not luxury brand levels of attention nor did they give a flying flip. Was the worst experience of “luxury” I paid 499 for the bag, only got back 470. It cost me £30 to experience how shit they are so don’t make my mistake and buy from a brand that is running on pure hype and treating every customer like shit.
I read the reviews, and after a previous experience with a different brand, I was nervous about ordering my Numero Un Nano Bag in Tan. Not only did it arrive in just three days, but the quality is also top-notch. The leather, the bag’s structure, the stitching—everything is flawless, including the color itself. Every time I wear this bag, it makes me happy. I hope my next experience with Polène will be just as great, as I have my eyes on a Cyme Mini Bag in a color that will be perfect for winter.
I am extremely disappointed with my experience with Polène. I purchased the Cyme bag, only to receive one with a large patch of glue over the suede interior and no serial number. When I reached out to customer service, expecting a resolution for what is clearly a defective item, I was shocked by their response.Polène refuses to acknowledge this as a fault and is insisting that I pay £20 for the return shipping—even though consumer protection laws state that retailers should cover return costs for faulty items. This is now the second defective bag I’ve received from them, which raises serious concerns about their quality control and customer service.Rather than standing by their craftsmanship and ensuring customer satisfaction, Polène has been dismissive and unhelpful. I would strongly caution anyone considering a purchase—if you receive a faulty item, expect to deal with resistance, extra costs, and frustration.I had high expectations for this brand, but after this experience, I will never purchase from them again.
I bought the cyme bag in London store. And found an issue with leather and magnetic bottoms on aside. Leather like a stone and magnets don’t stick to each other at all. I compare this bag with 3 other bags from my friends and it’s obviously that issue with bag , because originally leather have to be mo soft and magnets have to work very good. Customer service ask me a photos of issues. I sent videos and photos and all information. They answer me that’s it’s normal, but not it’s not normal!!!! They said if I’m not happy with quality they will send me information how to return and I can return this bag. They didn’t send me anything. When I email them few times after this they answer me that I have to return bag to store and bag have to be unworn. Really????? Is it joke ??? If bag was unworn and now problem I could return bag to the store even without email you , I’m not stupid. But there is issue with bag and I worn it but there is find out issue with bag and I’m not happy with this quality I want just return and never buy anymore anything from this store !!!! Absolutely horrible customer service, not qualified and respond for anything. If I read all the reviews here before I would never buy this bag.
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