Review Time
Made a pre-order on Cyme stone bag on the Jan 7th, the shipping date was supposed to be Feb 21st. Based on all the negative reviews I was worried something could happen, and of course it did. On the 21st I received an email that there is an “unforeseen logistical problem”, which is a complete stupidity, since they ship from EU to EU in my case. I am pretty sure they knew exactly that there will be no shipping in time and they deliberately collect orders for a production backlog without any intention of producing anything in time.
My purse was falling apart so I contacted Polene to utilize the warranty. I followed Polene's instructions exactly and my DHL shipment did not make it to the correct location. They are unwilling to help or replace my bag that was lost. They basically said it's not their problem. So now I'm out $500 because of their janky warranty program... Polene's customer service is ABSOLUTELY TERRIBLE.EDIT**I've sent proof that I did in fact ship the bag using the label that was created for me by Polene and customer service has ghosted me for 4 days... I've called DHL, visited the DHL location in my area, emailed Polene, called Polene, and still nothing is solved.
Taking into account that I placed an order on December 23th , order that I never received due to a problem between Seur and and Polene.After many calls , many mails, at January 31th Im still not have a solution , which going againts your own policies ( article 7.4) and the protection consumers have under european union law. I also request information by email in order to have it written and your custumer service assured me more than 3 times that Im was going to have an answer within the day … it never happen. Please think twice before buy Polene , their custumer service is truly awful.
When I received my bag with a scratch and didn’t get a response in the first week, I feared for my first experience with Polène. But when things go well, that should also be acknowledged. Once I got in touch, I was able to return the item and received a new bag. Thank you for the service and the most beautifull bag!
I bought a numer un bag and it came with a defect- one of the buttons wasn’t attatched to the leather.I’ve been trying for over two weeks to return the bag. The costumer service takes forever to answer my emails and everytime they ask a new question and then take several days to answer me again. They should have a pre-written email eoth all the informations they need to be answered in one time. I’m extremelly disappointed, it was my first and last experience with this brand
Product came fine, I had to return and make a new order for a different size (no exchange option). Polene didn’t acknowledge receipt of return so I had to chase and get evidence from DHL confirming item was received by Polene on 7th Jan. I was again ignored by Polene customer service so requested refund from my credit card provider and Polene almost instantly acknowledged receipt of return of item apparently on 15th January, and informed me that a refund would be coming. We’re now 1st Feb and no refund. Also - FYI it’s paid returns, not free. Nice bags, poor customer service - I wouldn’t recommend, a nice bag isn’t worth the hassle of dealing with this company, I’d order from one of the many other optionsEDIT 2025-02-19: Polene’s reply below is not quite correct FYI. I had indeed opened a dispute, and Polene did tell me they couldn’t refund because of the dispute. However what happened next is actually: AMEX therefore told me to close the dispute such that Polene could refund me and I should notify Polene. I did so, and Polene have refused to refund me saying they agreed to the chargeback in the dispute so would not refund directly - what Polene say doesn’t align with what AMEX say and it is clear to me which company knows what they are talking about (I assume AMEX are also getting nonsensical responses from Polene). I have had to open another dispute, so still no refund yet incredibly!I do think Polene customer service are trying to do the right thing, but they seem pretty incompetent, probably lacking training and probably understaffed. Hence slow acknowledgement of return and inexperience with payment disputes. Still not worth ordering IMO
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