Marc Jacobs Reviews 370

I wish I had read these complaints before ordering my bag, ordered 08/07/2025 monies were taken 11/07/2025, order still not shipped. Emailed numerous times just get fobbed off, I called American customer services today and she just sent me same link they ignore. £225.00 wasted.

Will never order from Marc Jacob’s again.
I ordered a bag in the sale, it stated 3-4 days delivery, once placed I was advised it could be up to 7days until it’s dispatched.
It was eventually dispatched.
It never left the USA, it was 3 days and I tracked my order to find it stated the delivery was returned to sender. No updates given from Marc Jacob’s, I emailed and got an automatic reply stating if I still wanted the order I would need to order it again and it will be a couple of weeks for my refund, still had no idea why it was returned to sender. My address was all correct.
I had to raise a dispute with the bank who managed to get my money back the next day.
Rubbish customer service from Marc Jacob’s !

Made an order for the wallet purse 3 weeks ago, no sign of it being shipped, contacted customer services twice and was advised both times that I would receive a message to let me know the status of my purchase and heard nothing, then requested a refund, they advised that they would send to review team for refund, avoid!!! Not worth the price or hassle.

I ordered a bag. The package was empty. No customer service. No refund.

Bought The Marc Jacobs Mini Bag from the store and was promised a new packed piece. It was missing the strap. I went back and was given a scratched strap from a display item. When I asked for a refund, I was told it would take over a week with no confirmation or formal communication. Very poor service for a luxury brand. Extremely disappointed.

Horrible experience with Marc Jacob.I have placed an international order to be delivered to Luxembourg based on the information from the website, 3 to 4 days express delivery by air. I paid extra for this. It’t been 5 days now and they haven’t processed my order.There is no assistance on the phone with international orders and I do not have the option to cancel my order.I will never order again.You have no control as to when you will receive the order.

They use UPS and when a package is delivered take a blurry ass picture and Mark package as Delivered. Hello its 2025 what kind of phone you have..

Absolutely do not order from Marc Jacob’s website. What a horrible experience. Ordered a Tote bag completed the order and was all set. I was curious to find out what courier service they use and come to find out they cancelled my order. For no apparent reason. Then MJ had the audacity to have my authorized transaction pending with my Apple Card and cannot be for lifted for 30 days. I really wanted the bag so I tried ordering the bag again with my debit card so the money would come straight out of my account as MJ rep advised and they denied both transactions with technical issues, try again later. So ridiculous!! I went to Neiman Marcus site ordered the bag with no issues and its on its way. Shipped and arrives tomorrow. What a bunch of you know what. Don’t order from the website it’s a horrible site, customer service is no help, everything is wrong with this site. 1 out of 10 I give zero.

I have spent thousands of dollars on purses, jewelry shoes & backpacks. I recently placed an order for sunglasses, to my surprise when I opened my package it was no sunglasses. called customer service told them what happened.. no apology & still haven't received my glasses. I talk to customer service & the lady was VERY rude!!! no apology, no tracking number.. its been a month! This is ridiculous & I will not make them richer treating GOOD customers like garbage.. buyers beware‼

The worst customer service bought the tote on a cruise ship buckle fell off after wearing it twice and nothing can be done don’t buy

I recently purchased a bottle of Daisy Dream, unfortunately, UPS delivered to the wrong address. I contacted Marc Jacobs.com to advise and also reached out to UPS regarding the error. The very next day Marc Jacobs sent me an emailing basically stating: "Tough luck! There is nothing we can do!" I'd been a loyal customer for years! After my own investigation, I was able to locate the package. However, based on the abhorrent "customer service" I am returning this product and WILL NEVER buy from them again! For the amount charged for their product, the level of service is a disgrace. Shame on them. Reading these other reviews, I see it's a common problem.

Avoid buying bags from Marc Jacobs. My husband got me a bag for Christmas that I had been wanting, but after just three uses with my wool jacket, it already scratched. When I reached out to customer service, they told me to wear it with care. I always do, but getting scratches after only three uses is unacceptable. It's made of cheap material, and it was a waste of money!

Do not purchase from this company they will not honour their warranties or guarantees on their products. My wife had been a long-standing customer for years. She had an issue with a handbag that was clearly a defect and Mark Jacobs response was laughable and this continued for months and months to a point where I was either speaking to AI or a completely inept complaints department and I think it's the latter. Avoid it all costs, absolutely disgraceful behaviour I will never be buying again.

The warranty department is a joke! They don’t stand by their products! I reached out to them regarding a defective zipper I was over the warranty timeframe however I was willing to pay for a new zipper. I was told via email on December 27, We have escalated your concern internally. As a one-time exception, we are pleased to offer a spare part for the replacement zip puller free of charge and shipping. After I provide them with all the necessary details some time went by I emailed them for shipping information they emailed me back on January 14 stating We sincerely apologize, but we have currently suspended our repair and replacement parts service and are unable to assist further. Very disappointed in the way this was handled I’ve reached out to the legal team to date no response. It’s a reason they don’t allow reviews on their website because they have over priced products with poor quality and bad customer service!!!

I’m so upset with Marc Jacob that I am in tears… I ordered from them online and the address was wrong. I tried to call them to change it and they told me that they had to reach out to the warehouse to stop the order and it will take 24 hrs to get a response… well they shipped the purse anyways after knowing that the address was wrong!!!! I reached out to ups and they charged the address and then the day it was out for delivery, I received a email stating it was going to the wrong address 😫 I reached out to ups and they told me that Marc J had restrictions on their tracking so the charges could not be made and of course Marc J said they couldn’t change anything so I would have to file a claim!!!! Such a shame this company is ran in an unprofessional way!!! A simple fix turned into an absolute disaster🥺🥺🥺🥺🥺🥺🥺

After buying MJ products for years, I'm done. Dreadful, rude customer service that offered no help. Going to Ebay the products I still have. Can't believe I save hard to buy these things only to get treated like dirt

Purchased a small toe Jaguar style. Listed price on the website stated $295. It has stitching for the lettering on the front panel. I received it and the stitching is doubled on the A for Mark, and the B for Jacobs. My supposed original tow looks like I purchased a knockoff. Reached out to your customer service department and was told that they can exchange my tote. I asked him if there was a guarantee that the stitching would be proper if I chose to swap it out for another one. There is no guarantee. Please also keep in mind this was a Christmas gift for my daughter and I received it a week before Christmas. I was not willing to take a chance of swapping out the tote and not having her be able to open this gift that she wanted so much on Christmas Day. I asked for the company to compensate for this defect and they did absolutely NOTHING. I TRULY DISGUSTED WITH THEIR CUSTOMER SERVICE. I will never purchase from them ever again. I'll stick with buying knockoffs and replicas. For $295 I could have purchased three knockoffs in all different colors. What a shame. Definitely not a good look for a company that's supposed to be reputable.

Absolutely appalling customer service and poor quality marc jacobs snap shot bag that’s hasn’t even lasted a year!!
Do not use this brand I purchased the snap shot bag for the zipper to fall off it was literally just over a year from purchase and the pull zipper has come off!! And they are not accepting any liability at all. Just keep saying it’s been over a year!! Haven’t even offered a repair or nothing!! Will not be buying anything marc jacobs again!! Poor quality!!!!

You need to remove your Christmas advert showing a girl model with her feet on the dashboard of a moving car. Incredibly dangerous ie kneecaps break your face in a crash

Don't buy on line. The web site that serves the UK is an American site and only certain cards are supported in the US so there is a good chance that your order will be cancelled a few hours later. Customer support is a bot.

Very disappointing.