Review Time
Horrible quality and customer service. I have so many leather bags and have never experienced such terrible quality leather. My bag was a birthday gift and has not been used since I got it ! I have had it stored in the box and took it out to use it for it’s first event. There is a MASSIVE dent across the bag which is crazy because it’s unused, safely stored with tags. On the phone Gia, the customer service lady, confirmed it was a leather defect (TWICE) and she would escalate the issue to get a repair. I then get an email saying they don’t repair abrasions or chemical damage meanwhile it’s NEITHER - the bag is not scratched not discolored the leather literally collapsed in causing a dent. They wont abide by their two year warranty policy either. HORRIBLE QUALITY AND CUSTOMER SERVICE. AVOID AT ALL COSTS. Reddit even confirms that this is a consistent trend for them having terrible quality and customer service.
I bought the Cyme bag on 10/08 , and it arrived on 10/31 damaged, there are a few holes in the bag. I requested a replacement for the same bag in good condition, new. I wrote several email, also I contacted them on webpage chat and no answer, they just ignore it. I received the bag on 10/31 and today 09/11 still have no answer. I tried to return it through the their page but no label to return arrived.
Had a terrible experience with Polene. Do not buy from this company if you happen to see this in time! I have not recieved my refund for package EU130835 and every time I call them, they say that the right department in charge of refunds is not available and that they have escalated the issue. According to them, I just have to wait but I have waited more than enough for my refund, and now they will not answer me by email. Their customer service by phone is just like talking to a robot that repeats the same frames over and over again. I will be taking legal actions.
Worst customer service ever! I purchased a bag online from Polene and upon arrival realised it was the wrong colour. So politely contacted them to seek an exchange. Despite multiple emails and requests due to them having a very short return window, both myself and my sister could not get a response to at least 8 emails. Eventually through Redit we found a method to return the bag and were charged $50 in fees on top of the $25 shipping already paid. I had the intention to return and purchase the bag in the correct colour however after this treatment - I have purchased a different bag through a reputable site that is not a Polene bag.Ironically when they did reply well after having resolved it myself, they signed off the email with “We remain at your disposal”. They are oblivious!
I have two Polène bags. One of them I have had for four years and never had any issues with. The second one I bought last month, wore it once and the hardware immediately broke. This is not acceptable for a 400€ bag. Since then I have tried to get in touch with customer service to come to a solution, but I simply don't get any response.I read online about the quality of Polène bags going down in the past few years while prices have gone up, and it would seem that that is indeed the case. Too bad because I used to really love this brand, but I don't think I would order here again.
I placed an order on 15st October and now I’m still waiting for my bag! It was the Christmas gift but now I have no bag and no money! I wrote several mails but no answer. All I want in this situation - only refund (my order number DE 99300). I’m so mad and frustrated this is unprofessional and unacceptable I won’t be shopping with them anymore because they don’t care.
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