Marc O'Polo Reviews 

Recently placed a big order from Marc o polo. The order contained both items on the lower price end (€10) and more expensive items such as coats. The shirts had holes when they came in. The order concerned somewhere around 10 shirts so I did not notice it straight away. Order was from feb and noticed it this week, customer support won’t help me or refund anything, while it’s a defect at the same place on over 5 shirts, they offered 10% while more than 5 shirts are outright ugly. We’ve communicated with over 10 e-mails, I’ve called three times, they will ignore the issue and ignore you after you’ve sent all the proof

Horrible overall product quality, do not buy from this brand. Marc’o polo used to be have decent quality especially around 3 years ago. There are expensive but the quality was decent. My recent orders are an example of this. I ordered for around 800 euros in total, the suede Chelsea boots I ordered had plastic soles(for 200 euros) and were two sizes too large. Then I ordered 3 sweaters, both cotton and wool, all around the €150 price-point. In other words, prices where you can expect some quality at least. Each of the three sweaters started peeling after wearing them 3 times. I contacted Marco polo within a few weeks of getting my order, stating that I cannot expect this severe degradation after wearing it a few times. I included other pictures from sweaters I bought 2 years ago, which are in excellent condition. Nevertheless they will not offer fair compensation (up to 20%) while these sweaters are worthless now, the peeling is more severe than any other fast fashion brand. Given the reviews over here it might be more wise to start a class action lawsuit. It is bottomline ridiculous that they won’t hold up to their information of their website, given they publicly state that they will have up to two years of GUARANTEED product quality!

I bought puffer jacket in Warsaw store. Zip broke after 2 seasons. It is not the quality you expect and definitely not a premium brand. Not worth to spend money and time.

Update after Marc O polo reply:
Dear Marc O'Polo Customer Service Team,

Thank you for your response to my review. However, I must express my disappointment as your reply seems unserious and unprofessional. I am concerned that your response appears to be merely feigning interest in the customer without taking actual steps to address the issue.

You assured me that my concerns have been passed on internally and will be duly reviewed. However, your request for further contact seems futile as you have not provided any specific contact information. The lack of a clear way to reach your team hampers my ability to cooperate in resolving the issue.

Furthermore, I'd like to mention that I managed to have the zipper repaired by a local craftsman for only 3 euros. It suggests that your company could have easily avoided losing a customer and damaging its reputation had you taken appropriate actions.

If your aim is to repair your image and regain customer trust, I suggest you start acting more concretely. Providing genuine contact details and taking effective steps to address customer issues would be a good start.

Wow, exceptional customer service!!! Had a small issue with a puffer jacket. From start to the end, impeccable customer service... Many thanks for sending me the accessories to take care of the stain!!! They are just perfect and will maintain the brand look on the jacket!! Many kind thanks.

Never more, very bad experience

You will pay, receive no confirmation on your order being dispatched (8 days into it, when a 4-6 delivery is advertised). After calling customer service, they will let you know you need to be patient and that they cannot call the warehouse or someone in charge to expedite things or even to get an update. Please avoid.

In November 2023, I purchased a jacket from the Marco Polo online website. After a months without receiving the item, I initiated a refund through customer service. However, they informed me that 'the parcel had been booked for a refund upon its return to us.' Since then, I haven't received any updates until now.
The customer service is disappointing as they primarily respond using automated messages. Additionally, it seems that people are not receiving their refunds. It has already been two months, and I find it hard to believe. They need to process my refund immediately.

My jacket is broken and I wanted to request refund - I sent multiple emails and there is no reply. The hotline also doesn't work when trying to reach them from Belgium. Unacceptable for such expensive products! Expensive but bad quality, not only clothing but also service.
Edit: After reaching out via a form for the third time, I was offered with 10% refund for a jacket that was not even worn for two seasons... even though the website states that refunds for damaged goods can be done up until 2 years.

Return not being refunded.
No response received to the online form to customer service.
Managed to find an email address and followed up on this, received email back confirming that they cannot locate the package with Evri tracking details.

Company asks you to fill out a form ( an attachment) to start the investigation and send back via email, but warns that they have issues receiving attachments.

Now claims that my email back was received without content and asks to send again. Sent again …without attachment, but form as picture in the email body…

A bit of a joke or scam?

Shame as I have liked the products in the past - but not worth the hassle if you need to return.

Update April : eventually received a note saying package has been received and eventually refunded to the credit card, but a long wait .

I returned a pair of boots on 8th December which is now over a month ago. Despite emailing customer service to ask for my refund, they are just saying the boots haven't been received. This is no fault of my own so I have asked them to issue the refund anyway given the length of time which has elapsed but so far I'm being ignored. I've also tried calling the 00800 1022 1022 number which keeps cutting off. Like other reviewers, I am incredibly disappointed with Marc O'Polo's customer service and until I get my refund, I won't buying from them again even though I have in the past. Other reviews have been answered with an automated reply which shows a further lack of service - even the review below which is clearly meant for a restaurant called Marco Polo! I'll edit this review if I get my refund but until then - buyer beware.

Update: Got my refund a few days after leaving this review but not sure if it was as a result of my complaint or coincidence.

I purchased a sweatshirt online. It was delivered to the UK 25th November. I then returned it using the return label provided in the box, using the courier Evri. Their tracking ceased to update on 5th December. I have contacted Marc O’Polo using the web contact form 3 times now, having had no joy from Evri. The first time they replied and told me I should contact Evri for an update. When I did this, Evri told me to contact the retailer. Since then, I have tried two more times to contact Marc O’Polo, the phone number does not work from my UK a phone so I have to rely on the web contact form. They have now stopped responding. I am over £100 out of pocket and have seemingly no way of resolving this. The customer service is non existent. They are impossible to contact. They do not respond to my attempts to contact them. I genuinely wish I had never got involved with this company - beware if you plan to buy an item from them. If it was possible to give zero starts then I would happily do so. I don’t know what I can do now to resolve this and get my refund back. I have included my order number below just in case anybody at Marc O’Polo bothers to read these reviews, though judging by the number of people who seem to have had the same experience as me, I doubt it.

Returned 2 orders worth of £230 back on 26th of November, waited for 2 weeks and haven’t received any emails to confirm return or refund. Tried to call however number doesn’t work, sent 3 emails and now 10 days later still don’t have any reply. Customer service doesn’t exist. The only way now is open dispute with bank and try to return money, as nobody answering.
I used to buy fair bit of cloths/ shoes from Marc’o Polo however now need to move to another company with more reliable service.

Updated:

Submitted additional forms to start investigation a week ago and still no progress further. Customer Service does not exist. Started claim process through bank.

Like previous reviewer has said- customer service is non existent. Returned the item (worth £180 so not peanuts) more than three weeks ago- no confirmation of receipt and no refund. Have contacted customer service 3 (!!!) times and have not even received a response let alone solution. It used to be my go to shop- I don't even know how to describe the current experience. Avoid! This refers to an order sent to the UK.

Wow just amazed and what experience I am having with this trash company, honestly. I bought two items and returned them because sizing didn’t fit, and they only sent refund for one item, and left £120 hanging, after I sent them numerous emails that I returned both items, two months have passed and I still do not hve a refund!! I just cannot believe it. Customer service is non existent.

AVOID THIS SCAM COMPANY

I bought a shirt whilst on holiday and got home to find that the material is falling apart.
First the online support refuses to help, then they offer a voucher worth less than 25% of the item heading to landfill, then it's clear they've issued a voucher that can't be used in the UK, which they deny despite a screenshot from their website.
Useless, time wasters, avoid. No urgency, no concern.

Order was cancelled. Never get a refund. If you want to loose your mkney and time, feel free to order from them.

Marco Polo needs to educate themselves on Pink Tax and stop apply it to their clothing. Men’s Linien shirt costs 129chf (in Switzerland) and exactly the same product for ladies costs 189chf. That is approximately 45% more! Disgraceful!

Horrible shopping experience!!! For a brand with this level of pricing this is a shame to adopt so cheap IT solutions for e-commerce. No respect for customers at all. I will never buy from this company again. Don’t recommend this brand!

First order got canceled for no reason. Second order is still not shipped over a week after it was placed. No answers from the support. I‘d cancel my order if it was possible. Very bad customer experience. Won’t buy again from Marc OPolo online or in retail.

My wife and I visit the Marco Polo every week for the past 20 years.
We absolutely love there Indian menu with a vast choice ....the service is second to none and there cost is reasonable..the staff friendly always there to please ti's is 5 star treatment.
Excellent..Chel & Bob