Polène Reviews

I received my numero un nano bag and noticed some quality issues. Really shouldn't be the case for spending quite some money on a leather bag. I emailed Polene with pictures and description of what was wrong when I first got the bag and also the next day with no response. Quite honestly, disappointed with the slow response time and quality of this bag. It's really a cute bag and I was going to buy more for fam/friends in the future but I'm nervous about how it will hold up since the first one I got was not great quality. Hoping to exchange for a new bag with no defects/quality issues without any shipping charges if Polene ever responds

I’m from Canada and I ordered my bag on May 2nd in advance to be shipped in the USA before a road trip to the New Hampshire between May 12-19 to avoid extra fees by shipping it in Montreal. I made sure it was ordered early enough with their shipping information saying it was between 5-7 days. It says it should be delivered in 5 days since I made my order, but it’s still not shipped and no one answers my emails, my messages on Instagram, all their phone numbers in NY or Paris, we also texted and left a voicemail…I don’t even want the bag at this point with this horrible client service. I can’t go back to NH just to pick up this order later on…I understand I shipped it somewhere else, but they failed to comply with their promise to be delivered in 5 days. It’s not my responsibility. This company won’t succeed for a long time, I suggest you resale your bags now that they still have some value.

I placed my order on 26 th April and it’s not even shipped yet until now! I already contact the customer service through email and instagram but no answers!
very disappointed!!!

*update
I just received a reply from Polene and I will be waiting for my order to be shipped

thank you

I waited for numero dix bag for a month to get delivered to me, only to receive a defective item. There was raw leather still hanging off the inside of the bag and was not stitched properly. Of course I sent an email and they responded acknowledging it was a defective bag. So I ran around to different mailing services bc Polene said they did not want to pay for a shipping return of anything over $100. So I found an option to mail it out under $100. The package has been attempted delivery a week ago but they still do not have the package. No one from their workshop won’t even pick up the item from the post office. So now am I S.O.L? They have the worst customer service. If they don’t pick it up then that means I won’t be getting my refund, even though I’ve done all that they told me to!

Worst customer service you can imagine. I got my Number One Nano two weeks ago. I think is cute but one button once I opened it, can not be close again. I wrote 8 times to Polene Paris and got no answer. I even tried to call the NY company but nobody ever answers. I wanted to buy a second bag for a friend of mine but will NEVER EVER buy at Polene again. Is is an insult how they dare to ignore the concerns of their customers.

3 Week & Still Not Shipped or Any Update.
It's been three week since I placed my order online and my bag has not been shipped.
I've sent numerous emails and DM to IG and received no response. It was a pre-order bag and I'm not sure what is going on...
WORST CUSTOMER SERVICE EVER!

I received a bag with a defect in the edge of the strap. I immediately emailed customer service with a photo. No response. I emailed again. No response. I finally just decided to eat the $20 return shipping to return it and I still haven't been sent a label to return the bag. Absolutely unacceptable customer service. I feel scammed.

Same thing happened to me as to many other reviewers before, I got a bag with a quality issue (glue on the stitching) and immediately contacted the customer service email, as on their website they say that if the bag has a defect contact them. 8 (!) days and multiple follow-up emails later they said just submit a return on the return link, BUT that option requires the buyer to pay £15 shipping cost EVEN in case of a faulty bag. To top this, since I bought this bag now 9 days ago, they raised the bag's price by another £30 to £390, which means they had a £110 prince increase over the past 4 months (I bough a different version of this bag for £280 in late December) so that's a 40% price increase.. I would expect that for these prices (i) I don't have to pay £10 for shipping, and (ii) I don't have to pay £15 for returns, especially when there is a quality issue and (iii) I don't have to buy the same bag for an extra £30 on top of the £10 shipping fee, i.e. costing me £55 just to return a faulty bag and get a new one. Nice bags but really not worth the hassle, will go with Demellier who have an amazing customer service.

My bag (Order S140399) arrived with a defect: top handle completely detached on one side. I immediately emailed Polene with photos. No response. I sent a follow-up email days later and still no response. I'm so surprised and disappointed in their customer service because I love this brand; this is my third bag in the last five years.

An appropriate response here would be to send me a replacement bag immediately with no shipping cost whatsoever incurred on my end for the return of defected bag and shipment of new one.

Quite disappointed with the quality of the bag. Bought their mini neuf. Delivery was quick and smooth but upon receiving the bag, I noticed some peeling of the leather, especially on the handle which is particularly important to be of excellent leather quality considering that area to be in most contact with. I am really afraid it won't last since it's already starting to peel. Received the bag on 20/04 and sent an email to them about the defect on the very same day. It's 26/04 still no response so I'm just patiently waiting for their reply to get an exchange as I really enjoy and love the design of the bag and really want it to be perfect.

Ordered a bag to Sweden and got it delivered after just a few days. Quality is amazing and I’m in love with the bag.
Website is quite buggy though.

I recommend polene paris 100%. Was a quick shopping experience for me, just ordered my polene numero un on 14/4 and just arrived today 20/4 in Sydney. Pay $25 express delivery, didn’t expect it only took 4 business days to be delivered. All the way from Spain to Sydney. Will buy more in the future. I wish they will have their official store in Australia soon.

Gorgeous bag. Was too small to fit my kindle so I’m ordering a diff one. Customer service was great- they’ve answered questions for me and keep me in the loop for my return. Returns take a bit as I’m in U.S. and they are in Paris….but I’m pleased with both the gorgeous bags and customer service.

Hello!
I have ordered the bag Polene number one nano 29.03.2023 (order #EU40342). I have to return this bag, because it was really too small for me. Polene received my return 04.04.2023. Now is 19.04.2023 and I did not receive my refund! And I don’t know when I will receive my money back.

I've order a pre-order bag. It arrived on the day that is should be available. Everything worked out great. Great delivery and the bag came in perfection conditions. for sure a second purchase will be done.