Ordered a medium tote and realized I had wanted a large. Had to email the company almost asking for permission to return. Thankfully they allowed it. Stated I wanted a larger one. Return delivered ba... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Update: We finally heard back via email. According to customer service, they had a major system failure on the 5th of December. It would have been nice to know. In an addition to that it would hav... See more
Company replied
This is a continuation of the previous review. I made a return and got a refund of the bag but I was promised through phone that I would receive my delivery fee back as well but it didn’t happen. I on... See more
Company replied
Hej Do not rely on shipping time, up to 4 business days on their swedish website, this is totally wrong. They use DHL economy shipping, which is included in the price and it takes up to 9 days to ge... See more
Company replied
Company details
Written by the company
Raconter Longchamp, c’est écrire une histoire familiale. Celle de la famille Cassegrain, qui a reçu en héritage la passion du cuir et la créativité sans limite du fondateur de la Maison : Jean Cassegrain. La Maison est aujourd’hui entre les mains de la troisième génération Cassegrain : alors que Jean, son fils aîné en est le Directeur Général, et sa soeur, Sophie Delafontaine, la Directrice de la Création, leur frère Olivier développe les boutiques américaines.
Contact info
12 rue saint Florentin, 75001, PARIS, France
- 0155905969
- service.clientele@longchamp.com
- www.longchamp.com
3.1
Average
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 97% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
refusal of refund
Tried to return a bag ( within the 30 day window) and was told by associate it had been used, but had not. There were spots on the bottom of the bag that were an obvious flaw in the material itself. Be aware they can refuse refund at their discretion and Customer service will not help even with detailed photos.
Do not recommend at all!
20 May 2026
Unprompted review
Reply from Longchamp
Dear Leanne,
Thank you for sharing your feedback. We are sorry to read about your disappointment regarding the return of your bag.
After reviewing the bag in our boutique, our team observed white marks on the bottom of the item. According to our Terms and Conditions of Sale, returned products must be complete, in their original condition, and free from any damage or soiling. As the item showed visible marks, we were unfortunately unable to validate the return.
We understand that this situation may be disappointing, however, our teams are required to apply these conditions consistently.
Thank you for your understanding.
Kind regards,
Rania
Longchamp Customer Service
It should have been a happy purchase!
had my eye on a Longchamp bag, and while in the USA, I bought a La Pilage bag in NYC at their 5th Ave store.
I used it for the first time when travelling back to Australia. The bag was under packed and, after the first flight, the shoulder strap broke off the fabric! My heart sank when I realised this expensive designer bag had completely failed after only a few uses. It was faulty.
However the experience got worse when arriving home to Australia. Consumer law usually protects customers from faulty products but not with Longchamp.
I contacted the Melbourne store and sent my bag to them. My model of bag was not sold in Australia and no refund was offered. Their response was for me to pay another $150 to have the bag fixed.
I also contacted the 5th Ave store who were more helpful but my postage costs negated using them as an option and they still required me to pay for repairs for their faulty product.
It was left to me to remedy the situation and make the most out of a poor quality product .The Melbourne store would not send my back back until I paid the postage cost.
I had my local boot maker do the repair which cost $10 and the bag has been holding up in the months since this occurred. I still worry that it may break off again.
Shame on you Longchamp for selling a faulty product, not offering a refund or substitute, then leaving it up to the customer to deal with!
(Happy to provide receipts, photos and emails from Longchamp)
7 May 2026
Unprompted review
Reply from Longchamp
Dear Catherine,
Thank you for taking the time to share your experience. We are truly sorry to hear about your frustration regarding the repair of your bag.
After consulting with all of our teams, it appears that the damage observed on the shoulder strap is due to normal wear and tear from use, and not a manufacturing defect. This is why we offered you a paid repair.
We sincerely regret that the information provided to you may have given the opposite impression. The repair price quoted to you corresponds to the standard rate for this type of service, and we are currently working to standardize our repair prices internationally to avoid such inconsistencies across countries.
Rest assured that your feedback is being taken very seriously, as it helps us continuously improve the quality of our services and the support we provide to our customers.
We remain at your disposal.
Kind regards,
Rania
Longchamp Customer Service
Absolute rubbish
Absolute rubbish. They pretend to be in the UK but items are shipped from France or Germany. My item is sitting is a UPS storage facility in Paris. I'll order from John Lewis next time. Clowns
18 May 2026
Unprompted review
Reply from Longchamp
Hello,
We are truly sorry to hear that you are disappointed with the delivery of your order. While we do have stores in the United Kingdom, some of our items may be shipped directly from our workshops or warehouses located in France or Germany. This allows us to offer our entire collection online.
We want to assure you that this shipping method in no way affects the quality of our products or the level of service we are committed to providing. Your item is subject to the same manufacturing and quality control standards, regardless of where it is shipped from.
We understand your frustration and remain available to answer any further questions you may have.
Rania
Longchamp Customer Service
Poor quality and no refund
Purchased an expensive leather bag from the new collection, it broke twice, the second time within 1 month. Longchamp continue to refuse a refund and say I should be really pleased because I don’t have to pay for the repair! To their faulty bag!
16 May 2026
Unprompted review
Reply from Longchamp
Dear Charlotte,
Thank you for sharing your experience with us. We understand how disappointing this situation must have been, especially after several visits and repeated issues with your bag.
Following your review, we have been in contact with our Regent Street boutique and we are pleased to know that a solution has now been found. Each return is important to us, and all items entrusted to our teams are carefully analysed to ensure that the appropriate follow‑up is provided.
Thank you again for your feedback. We hope to offer you a more satisfying experience in the future.
Kind regards,
Rania
Longchamp Customer Service
Reply from Longchamp
Dear Silvia,
Thank you very much for your kind words. We are delighted to know that you find our pieces both very nice and comfortable.
We hope to have the pleasure of welcoming you again soon.
Rania
Longchamp Customer Service
The empolyees were very helpful and…
The empolyees were very helpful and knew where to look. :)
7 July 2025
Unprompted review
Reply from Longchamp
Dear Judy,
Thank you very much for your kind words.
We are delighted to hear that our Ambassadors were able to assist you efficiently. Offering attentive and knowledgeable support is essential to us, and it is a pleasure to know that this was reflected during your visit.
We hope to have the pleasure of welcoming you again soon.
Rania
Longchamp Customer Service
The customised Pliage was very good!
2 May 2026
Unprompted review
Reply from Longchamp
Dear Renee,
Thank you very much for your positive feedback.
We are delighted to know that you are pleased with our customised Pliage.
We truly appreciate your trust and hope to have the pleasure of assisting you again in the future.
Kind regards,
Rania
Longchamp Customer Service
Couldn't Care Less About Customer Satisfaction
Bought a new bag which I used once or twice before I noticed a brown stain surrounding the snap where the leather flap closes it when folded. There is no way that came from me. It obviously is from the leather being in contact with the bag. They made me send it to their boutique for inspection. In the end, they would not refund and said it was something that I did. Nope - wasn't me. Everyone I communicated with was quite cold and uncaring. I won't purchase from them again if they can't stand behind their product.
5/22/2026 Re: Your erroneous reply to my post. The bag was used a total of three times. I did not spill anything on it - I did not put anything in it thay may have leaked - It was in contact with nothing other than a table top, my lap or possibly the floor resting on the bottom of the bag. The unsightly brown stain is definitely a faulty design of the leather laying against the fabric. I know you will not admit to that. I will not. purchase from your company again.
29 April 2026
Unprompted review
Reply from Longchamp
Dear Julie,
We are sorry to read about your disappointment regarding the return assessment of your bag.
Once your item reached our distribution center, it was carefully examined by our Quality & Product Specialist team. During this review, the brown mark around the snap was identified as a sign of use or wear, and the condition of the bag did not match the state in which it was originally shipped. All our products are inspected before dispatch to ensure they leave our workshops in perfect condition.
In line with our Terms and Conditions of Sale, returns can only be accepted for items that are new, unused, and in perfect condition. When a product does not meet these criteria, we are required to decline the refund.
In this case, the presence of the stain did not allow us to validate the return.
Thank you for your understanding.
Kind regards,
Rania
Longchamp Customer Service
Bag designs and quality last
3 May 2026
Unprompted review
Reply from Longchamp
Hello,
Thank you very much for your words.
We are delighted to know that you are satisfied both with the design of our bags and with their quality.
Your feedback means a lot to us and we look forward to welcoming you again soon.
Kind Regards,
Rania
Longchamp Customer Service
Very happy with my M Le Pliage
Very happy with my M Le Pliage. Sorry I don’t read French. I Would buy again in another color someday. Au revoir <3
ps: I love the Phytomer brand as well different company -but still French.
5 May 2026
Unprompted review
Reply from Longchamp
Dear Catherine,
Merci Beaucoup !
We are delighted to know that you are very happy with your bag Le Pliage M. We would be happy to help you choose this new bag in a different color.
We look forward to welcoming you again very soon.
Rania
Longchamp Customer Service
Reply from Longchamp
Hello,
Thank you for your positive feedback.
We are delighted to know that you had such a great experience.
Thank you again for your recommendation.
Kind regards,
Rania
Longchamp Customer Service
Avoid the bags the quality is horrible
Avoid Longchamp if you expect durability or accountability.
I bought a Le Pliage L bag and after only two weeks of very light use, the corners were already worn. Thinking it might be a defect, I returned it and received a replacement. Shockingly, the exact same problem happened again—same wear, same place, same timeline.
When I escalated the issue, the bag was sent to their so-called “expert service,” which concluded that this is “normal usage.” That response is frankly insulting. A bag at this price point should not deteriorate after a couple of uses.
This clearly points to either a design flaw or very poor material quality, and the brand refuses to acknowledge it. Instead of standing behind their product, they normalize defects and dismiss customers.
Do not waste your money. There are far better brands that actually deliver the quality they promise.
Reply to your last reply :
Dear Madam,
Thank you for your response.
However, the factors you mention (overloading, friction, contact with the floor) do not reflect how I have used the bag. It has been used normally and only occasionally.
More importantly, I would like to stress that the issue occurred twice, on two different bags, within a period of approximately two weeks. This cannot reasonably be considered normal wear for a product at this price point.
Under these circumstances, I consider that the product does not meet the requirements of durability expected under consumer law.
The solution you propose (corner reinforcement after perforation) does not address the issue, which is occurring abnormally early.
I therefore ask you to reconsider your position and provide an appropriate resolution, namely a refund.
Failing a satisfactory response within 8 days, I will have no choice but to take further action.
Yours sincerely,
Nourelhouda
29 April 2026
Unprompted review
Reply from Longchamp
Dear Nourelhouda,
Thank you for taking the time to share your feedback.
We are sincerely sorry to read about your disappointment regarding the wear on the corners of your Le Pliage bag.
Regarding this specific point, several factors can contribute to early wear: a slight overload, repeated friction against surfaces, or the bag being placed on the floor. Even though Le Pliage is designed as a practical everyday shopper, it remains crafted from canvas — a light and durable material, but one that can show signs of wear more quickly when exposed to repeated rubbing.
We would also like to remind you that corner reinforcement is offered once during the life of the bag, as soon as the corners begin to pierce. At that stage, our leatherworkers reinforce the seams to strengthen the area and extend the longevity of the piece.
We fully understand your expectations regarding durability, and we are sorry that your experience did not reflect the quality we aim to deliver.
We remain at your disposal if you need any further assistance.
Rania
Longchamp Customer Service
I never received my item and Longchamp won’t refund
I have never needed to write a review like this before. And reading others, it really saddens me that I’m not the only one who has had such a bad experience. I ordered a bag from Longchamp nearly 8 weeks ago. The item was missing a commercial invoice which I found out meant it couldn’t be delivered to me. I was told I’d have to wait until there was necessary documentation before I could request a refund. Then it was returned to sender even though there had been no movement. I was then told I had to wait for the item to be received back to Longchamp. Now I’m told it’s in their warehouse but they can’t locate it. I have asked multiple times for a refund for an item I never received and ordered two months ago. I don’t understand why customer services won’t resolve the situation and that I have to keep getting in contact. It’s not something I’m comfortable with or want to do. And I feel like I’ll never get my money back. I’m not sure what else I can do.
21 April 2026
Unprompted review
Reply from Longchamp
Hello,
Thank you for sharing your experience. We are truly sorry to read your disappointment regarding this situation and the delay encountered for an item you did not receive.
We regret the complications linked to the missing customs documentation and the return of your parcel, and we sincerely apologise for the inconvenience this has caused. Our intention is certainly not to refuse a refund, but to review your case under the right conditions.
At this stage, however, we have not received the information needed to access your order. To allow us to move forward quickly and review your case, we kindly invite you to send us your order number as well as the email address used for the purchase. Once received, our team will be able to verify the situation.
We remain at your disposal.
Kind regards,
Rania
Longchamp Customer Service
Longchamp are the Champs
From their products, to the shipping and packaging. These guys are A1 in the Whole Customer Experience
6 April 2026
Unprompted review
Reply from Longchamp
Dear Arturo,
Thank you very much for your kind words and your enthusiasm.
We are delighted to hear that you enjoyed your experience with La Maison Longchamp, from the quality of our products to the shipping and packaging.
Your feedback truly means a lot to us and encourages us to continue delivering the best possible customer experience.
We look forward to welcoming you again very soon.
Kind regards,
Rania
Longchamp Customer Service
Ordered 2 small pouch bag ,was very…
Ordered 2 small pouch bag ,was very excited after ordering but unfortunately they didnt delivered on time saying they have forgetten the invoice and have to send back again and will refund ,just waited till month ,like seriously???? Whats the hype about long champ . If the service is this cheap and low a big nooo !!!!! Still awaiting the credit refund !!
Very dissatisfied and the UPS .
4 March 2026
Unprompted review
Reply from Longchamp
Hello,
We are truly sorry to hear about your disappointment and fully understand your frustration regarding this situation, particularly the delay in receiving your refund.
At this stage, we unfortunately do not have the necessary information (order number or contact details used at the time of purchase) to access your file and check the status of the refund. Without these details, we are unable to investigate your case or follow up with our teams or the carrier.
We therefore invite you to contact our customer service team so that we can review your situation and assist you as quickly as possible.
We sincerely hope to offer you a fully satisfying experience next time.
Kind regards,
Rania
Longchamp Customer Service
A hassle-free purchase
A hassle-free purchase. The website provided good information, customer service was excellent, and delivery was on time. I am very satisfied with my Le Pliage.
9 April 2026
Unprompted review
Reply from Longchamp
Hello,
Thank you very much for your kind feedback.
We are delighted to hear that your purchase went smoothly, from the information on our website to the support provided by our Customer Service team.
We are also pleased that your bag Le Pliage arrived on time and fully met your expectations.
We truly appreciate your trust and look forward to welcoming you again soon.
Rania
Longchamp Customer Service
Appalling customer service.
Appalling customer service.
I have ordered a bag and despite entering a correct address, Longchamp formatted it incorrectly and didn’t deliver the item. When I reached out, customer service refused to provide any support, basically they have taken money without delivering a 260£ bag!
A particular poor support from Margaux
Avoid avoid avoid
10 April 2026
Unprompted review
Reply from Longchamp
Dear Ganna,
We are truly sorry to read about your disappointment and fully understand how frustrating this situation must have been.
Please be assured that we always strive to provide the most appropriate response for each individual situation. In this case, after verification, the order was confirmed and shipped to the address entered at checkout, as detailed in confirmation emails sent at the time of purchase. The delivery was therefore carried out in accordance with the information associated with the order.
We regret that our support did not meet your expectations and take your feedback very seriously. Your comments have been shared with the relevant teams.
Kind regards,
Rania
Longchamp Customer Service
Longchamp does not want to repair a bag
One of Longchamps key differences is that they offer to repair bags and therefore are more sustainable. However, in my experience they did everything possible to avoid offering this repair service over a substantial period of time. My wife purchased two Longchamp bagsin Jan 24, by April 25 the zip on one of the bagshad broken and the quest to get it repaired started. Direction was to go to the local store (concession), this was done but the concession (in Brown Thomas Limerick) did not know about repairs but they said they would look into it and get back, they did not, after multiple requests they sent us back to the website. We sent all the data (photos,etc) but no reponse and finally after multiple attemps the answer came back that they don't offer this service in the UK. When I explained that we actually lived in Ireland they changed their view and said it was available. Again we sent all photos, etc. Reponse came back that it could not be repaired becuase the internal lining was torn / damaged, which was totally inaccurate as the only problem was the broken zip. Final answer came from a No Reply email so I guess they were done with us. 10 Months of fustration to try to get a zip fixed - without success!
1 April 2026
Unprompted review
Reply from Longchamp
Hello Richard,
Thank you for taking the time to share your feedback.
We understand your disappointment regarding the situation and the time spent on your request. Repairability and durability are indeed key commitments for Longchamp, and we regret that your experience did not reflect these values, particularly in terms of follow‑up and clarity of communication.
After review by our workshops, we confirm that the item concerned cannot unfortunately be repaired. The Le Pliage model is made from a single piece of fabric, folded like origami. As such, any damage to the fabric, including the inner lining, makes repair impossible, as it would be equivalent to replacing the entire item.
Damage to the inner lining generally results from repeated friction or the transport of heavy or pointed objects. This type of wear is inherent to use and is not considered a manufacturing defect.
We regret that this conclusion did not provide the solution you were hoping for, and we have taken note of your feedback regarding the duration and handling of your request, which has been shared internally.
We hope to be able to provide you with a better experience in the future.
Kind regards,
Rania
Longchamp Customer Service
Eleonora was exceptional
Eleonora was exceptional. Great experience! 👍
Eleonora è stata eccezionale. Ottima esperienza! 👍
7 April 2026
Unprompted review
Reply from Longchamp
Dear Karla,
Thank you very much for your kind feedback!
We’re delighted to hear that you had such a great experience with Eleonora. We’ll be sure to pass along your message to her.
We look forward to welcoming you again very soon.
Rania
Longchamp Customer Service
All perfect
All perfect, good quality of item and really attentive sales
2 April 2026
Unprompted review
Reply from Longchamp
Dear Marileia,
Thank you for taking the time to share your positive feedback.
We are delighted to hear that everything was perfect for you and that you appreciated the quality of the item as well as the attentiveness of our sales team. We will not fail to share your kind feedback with the boutique team, who will be thrilled to hear it.
We look forward to welcoming you again very soon.
Best regards,
Rania
Longchamp Customer Service
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.