Review Time
Mi sono fatta regalare una borsa Cyme cuir textured Camel per natale ma non sembra essere di cuoio come indicato. Il materiale al tatto è rigido e freddo e leggerissimo, non ha odore di cuoio e ha odore di un materiale plastico. I manici hanno i lati quasi taglienti e sono molto rigidi come fosse pelle vegana (che è generalmente materiale plastico) ma l'etichetta dichiara che la Cyme è in cuoio. Veramente strano ... chissà se la faccio analizzare cosa risulta.... Per essere una borsa pubblicizzata come borsa di lusso, mi aspettavo un materiale completamente diverso, sembra una borsa falsa da bancarella ma è comprata sul sito originale Polene - Paris !I got a Cyme textured Camel bag for Christmas as a gift, it doesn't appear to be leather as stated. The material is stiff and cold to the touch and very light, it does not smell like leather and has the smell of a plastic material. The handles have almost sharp sides and are very rigid as if they were vegan leather (which is generally a plastic material) but the label states that the Cyme is made of leather. Really strange.... who knows if I'll have it analyze what results.... For a bag advertised as a luxury bag, I expected a completely different material, it looks like a fake bag from a stall but it is bought on the original Polene - Paris site !
I purchased a bag ahead as a xmas gift and it has been lost by the courier, I have followed up with Polene and been told there is nothing they can do and I have to wait up to 2 weeks for an investigation. They are refusing to send a new bag or even give me a refund, I am disgusted at they way we have been treated, this is a £400 handbag!
I preordered a bag from Polène in October, eagerly anticipating its arrival for a special occasion. According to their initial promise, my order was supposed to ship on November 29th. However, on December 3rd, I received the email below, notifying me of a delay due to "an unforeseen issue in production."Trusting their assurance that the bag would ship by the end of that week, I waited patiently. By December 17th—weeks later and still with no update—I decided to reach out to them for clarification. Finally, on December 20th (today), I received an email from DHL confirming the bag had been shipped, with an estimated delivery date of December 29th. But STILL NO REPLY FROM THEM.This experience has been deeply disappointing. The bag was meant to be a thoughtful birthday gift for today, December 20th. With these delays, it won't even make it in time for Christmas. What was supposed to be a meaningful and timely present has turned into a frustrating and impersonal experience.Email from Polène:Dear Sir/Madam,Thank you for your order.We regret to inform you that due to an unforeseen issue in our production, the shipment of your order originally scheduled for November 29th has been delayed.Please rest assured that our artisans are working diligently to ensure it is dispatched by the end of the week.Once your order has been dispatched, our carrier will contact you with your tracking information.If you have any questions or need further assistance, please do not hesitate to contact us.Polène
I preordered my bag from Polene on 30th September and it said my order would be shipped on 29th November. I patiently waited and when the date came no email about a shipment arrived but it was a Friday so I didn’t give it much thought and decided to wait for Monday. When on Monday I haven’t received a confirmation email I immediately reached out to Polene via email. Reading the one star reviews here I began to worry and thought my order would never arrive and I wasted 400€ but the very next day Polene answered my email apologizing for the delay and saying they would deal with the situation as fast and as efficient as they can (that was on Tuesday). Today (Friday 6th December) my order arrived, just as it would if it was sent on the primary date, and it is perfect I don’t regret purchasing (for now, I will update the quality in a few weeks).
Nightmare, nightmare once again nightmare. I will never purchase anything from this company again. The second time as a solution to the complaint of the same problem they offer repair. For nothing they have the experience of the customer and that he does not want to have another product repaired. The product is clearly defective. Terrible customer service and company policy. Fortunately, the case will already be handled by the European Consumer Ombudsman and a lawyer. I won't let Polène off the hook on this one....
I placed an order for a bag in November, with expected shipping date of 17th January. It's now 12th February and I haven't received the bag. Customer support claims they're investigating and have contacted the carrier (SEUR), it's been a week without a meaningful reply. I don't know if the bag is lost, if the carrier isn't responding - an absolute mess.I've asked to talk to a manager and I've been ignored. Terrible customer experience, won't ever order again and Polène definitely isn't scaling well.
Terrible Customer Service and Unprofessional BehaviorI had a very disappointing experience with Polène, and I feel compelled to share it. I placed an order online but realized I had mistakenly entered the wrong country (France instead of Germany). Within one minute of placing the order, I tried to cancel it. I called and texted their customer service multiple times with no response. Finally, I sent them an email asking if they could simply change the country on my order to Germany. Their response? They said they could not modify the shipping country but offered to cancel the order instead.I agreed and asked them to cancel the order. Thinking everything was resolved, I went to their store and purchased the bag in person. However, two days later, I received an email stating that the original online order was on its way to me! Not only did they fail to cancel the order as promised, but they also charged my account without my consent.To add to the confusion, the bag was shipped to my address in Germany – the very thing they initially claimed was “impossible.” This raises the question: if they could modify the address after all, why didn’t they just do it in the first place? Did they deliberately mishandle the situation to make me purchase two bags, one in-store and one online?I reached out to them again to demand a refund, but once again, they ignored my email. This level of unprofessionalism and disregard for customers is unacceptable. Polène has demonstrated poor communication, unreliable customer service, and deceptive practices.I would not recommend buying from this brand unless you’re prepared to deal with unresponsive customer support and frustrating experiences.
I am based in Abu Dhabi, UAE, and I just received my Polène order today via DHL. I placed the order on Friday and was amazed to receive it by Monday, what an incredibly fast delivery! The only downside was the import duty tax of 326 AED I paid, which I understand given that I didn’t purchase from Paris or Europe. However, if you're dyin to have it then why should i think alot. The experience was definitely worth it. I am absolutely excited with my purchase and the bag is stunning, arrived in perfect condition, and was beautifully packaged. I couldn’t be happier! P.s the smell so good too.
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