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
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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
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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
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This company invites their customers to review, whether positive or negative
Replied to 97% of negative reviews
Typically replies within 1 week
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Leila attended me and she was an…
Leila attended me and she was an excellent service, very nice in her work and always helping me
31 March 2026
Unprompted review
Reply from Longchamp
Dear Daniela Michelle,
Thank you very much for taking the time to share your positive feedback.
We are delighted to hear that Leila accompanied you throughout your visit and provided helpful advice while ensuring a pleasant and attentive service. Your words truly reflect our dedication to offering a pleasant and attentive experience to our clients.
We would be very happy to welcome you again soon.
Kind regards,
Rania
Longchamp Customer Service
Order not received, layers of bureaucracy to get a refund
I did not receive my order and UPS never showed the item as dispatched. When I contacted they inserted unnecessary layers of bureaucracy to get the refund done, like sending in a sworn statement signed document, even though UPS clearly displays the item was never shipped to me.
3 minutes to purchase online, hours of headache to get the value refunded. Not doing business with them ever again, they could cancel and handle the shipping issue with UPS and ship the item back to me / or refund me, but they decided to push the issue back to me.
Also starting a credit card dispute.
31 March 2026
Unprompted review
Reply from Longchamp
Dear Arthur,
We are truly sorry for the experience you describe and fully understand your frustration with this situation.
Of course, you are entitled to initiate a credit card dispute, and we thank you for informing us.
When a parcel is not delivered or is considered lost by the carrier, we are required to open an official investigation, with the aim of arranging a delivery or finding the most appropriate solution for the situation.
An investigation is currently ongoing in this case, and we thank you for the documents provided, which have been duly received.
Please be assured that we are doing everything possible to provide you with a prompt response depending on the outcome of the investigation.
Kind regards,
Rania
Longchamp Customer Service
Longchamp stole money from me and many…
Longchamp stole money from me and many other people. Don't risk spending a dime at this company. Many people complained and NEVER got a resolution. So shameless and horrible
30 March 2026
Unprompted review
Reply from Longchamp
Hello,
Thank you for taking the time to share your feedback. We are currently carrying out checks on our side in order to better understand the situation.
We will get back to you shortly with further information.
Kind regards,
Customer Service Team
Service at Longchamp
The blond lady was not so very friendly, She gave me the impression that I had stolen something. but then came the asian lady, she gave us good advice and friendly.
26 March 2026
Unprompted review
Reply from Longchamp
Dear Tina,
Thank you very much for taking the time to share your feedback.
We are truly sorry to learn about the impression you had during part of your visit. At Longchamp, we place great importance on the quality of our welcome and on ensuring that every customer feels comfortable at all times.
That said, we are pleased to know that one of our ambassadors was able to provide you with friendly service and helpful advice, and we will be sure to share your positive feedback with her.
We sincerely hope to offer you a fully satisfying experience on your next visit and would be delighted to welcome you again.
Kind regards,
Rania
Longchamp Customer Service
Love this bags
It’s my second bag. Have the backpack and just love it. Need it one for work and daily use, so went for the Le Pliage Original Shoulder Bag L, and it was the perfect choice.
Fast delivery, good service and great quality.
20 March 2026
Unprompted review
Reply from Longchamp
Dear Greta,
Thank you very much for sharing your positive feedback.
We’re pleased that the Le Pliage Original Shoulder Bag L proved to be the perfect choice for both work and everyday use.
We’re also glad you appreciated the fast delivery, quality, and service.
We truly look forward to welcoming you again very soon.
Rania
Longchamp Customer Service
Bought my personalized travel sized…
Bought my personalized travel sized Longchamp for my birthday and I couldn’t be happier. It’s perfect I will be ordering another one at Christmas for myself, just different colour way! Everyone needs one and people actually stare at it in the street #Love
14 March 2026
Unprompted review
Reply from Longchamp
Dear Leanne,
Thank you very much for your positive feedback !
We are delighted to hear how much you loved your personalized travel-sized bag.
We can't wait to accompany you again for your next purchase at Christmas.
Thank you again for your recommendation.
Rania
Longchamp Customer Service
Easy and efficient
Easy and efficient. Though disappointingly the gift bag arrived ripped. It should packed it in a parcel box to protect the gift bag with the gift card instead of a parcel bag. Otherwise it’d be perfect.
11 March 2026
Unprompted review
Reply from Longchamp
Dear Josephine,
We would like to thank you for your kind words. We are delighted to know that you experience were easy and efficient.
That said, we’re truly sorry to learn that the gift bag arrived damaged especially for a gift. Your comment regarding the packaging is well noted and will be shared with our teams.
Thank you again for your valuable feedback, and we hope to have the opportunity to offer you a fully perfect experience next time.
Rania
Longchamp Customer Service
Ordered a bag which was left outside by…
Ordered a bag which was left outside by the courier without my permission as I was not home. The bag was not there when I got home, I contacted longchamp and after almost 2 weeks and an email from UPS acknowledging their fault and the parcel being lost I have still not received a refund. I will not be shopping with them again, for a luxury company I would expect better customer service, stay away or do not order directly from them, use a third party.
2 March 2026
Unprompted review
Reply from Longchamp
Dear Harriet,
We sincerely apologize for the situation you encountered and fully understand your dissatisfaction.
Since the package is marked as delivered by the carrier, we are required to open an investigation with them to understand the circumstances of the delivery. This process may take some time, but rest assured that we are closely monitoring the situation and will get back to you as soon as we have new information.
We remain at your disposal should you need any additional assistance.
Rania
Longchamp Customer Service
Terrible.
I placed an order on 25 Feb with an estimated delivery date of 28 Feb. The parcel still hasn’t arrived.
Delays can happen and that in itself isn’t the issue. The real problem has been Longchamp’s customer service. Despite contacting support multiple times, I’ve received generic responses claiming the issue is being investigated with DPD, even though the parcel was clearly shipped with UPS. This gives the impression that no one is actually reviewing the case properly.
For a brand positioning itself as premium, this level of customer support is extremely disappointing. A delay is one thing, but refusing to take ownership or provide meaningful assistance is another.
If this issue isn’t resolved promptly, I will have no choice but to pursue a chargeback for goods not received. Based on this experience, I would not recommend ordering from Longchamp online.
Update 18/03: Despite the parcel being returned to sender, my refund request has been ignored.
I have instead been asked to complete a form stating the item was delivered, which is incorrect. This approach feels misleading and highly unprofessional.
11 March 2026
Unprompted review
Reply from Longchamp
Dear Lauren,
Thank you for taking the time to share your experience. We are sincerely sorry for the delay in the delivery of your order and for the way our previous exchanges may have come across.
We would like to reassure you that the responses sent are not automated and that your case is being handled with the care and attention it deserves.
We are currently carrying out checks on our side in order to better understand the situation.
We will get back to you shortly with further information.
Kind regards,
Customer Service Team
Reply from Longchamp
Bonjour,
Un peu trop artistique ? Nous allons essayer de ne pas nous laisser emporter par notre fibre créative… même si c’est difficile chez Longchamp !
N'hésitez pas à nous préciser votre demande pour être certain de vous apporter une réponse.
A très bientôt nous l'espérons,
Rania
Service Client Longchamp
I ordered a wash bag which after not…
I ordered a wash bag which after not long started to fall apart. Really bad quality. Customer service wouldn’t help unless I drove to an outlet to have it inspected.
16 February 2026
Unprompted review
Reply from Longchamp
Dear Benjamin,
Thank you for taking the time to share your feedback. We are sorry to hear about your experience and the issue encountered with your wash bag.
In order to properly assess the condition of the product and offer the most appropriate solution, we invited you to visit one of our boutiques (not necessarily an outlet). Our ambassadors will be able to examine the bag, provide their expertise, and assist with sending it for repair if needed. This in‑store visit allows us to better understand the issue and determine the most suitable solution.
We remain at your disposal should you need any further assistance.
Rania
Longchamp customer service
This has been the worst customer…
This has been the worst customer service experience I have encountered.
I ordered a bag as a Christmas present and realised within a few hours that I had selected the wrong colour. I immediately contacted the company to amend or cancel the order but was told this was not possible and that I would need to return the item once received.
I returned the bag via an official UPS drop-off point and received tracking confirmation showing the parcel was successfully delivered. I was then informed that Longchamp allegedly received a Coca-Cola T-shirt instead of the returned bag.
I requested that they investigate the matter properly, including checking whether returns had been mixed up and verifying the parcel weight recorded by UPS. However, Longchamp has refused to carry out a meaningful investigation and has declined to resolve the matter.
I am now left without the bag and out of pocket. Based on my experience, I would strongly advise others to think carefully before ordering from this company.
24 February 2026
Unprompted review
Reply from Longchamp
Dear Ally,
We would like to offer our sincere apologies for the experience you described. After reviewing your case, we acknowledge that an error occurred in the handling of your return, as well as miscommunication on our side which should not have happened. We completely understand how frustrating this must have been.
You returned your item correctly via UPS, and we are truly sorry that the initial information you received was inconsistent. This incident does not reflect the level of care and accuracy we strive to deliver in each customer interaction.
Following a full reassessment of your file, we have processed your refund, in line with our commitment to resolving the situation fairly.
Your feedback is valuable, as it helps us identify where our internal processes need to be improved to ensure such issues do not occur again. We deeply regret that you had to go through this and remain at your disposal should you need any further assistance.
Kind regards,
Julie
Customer service team
Poor and delayed online return refund and communication
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 back to company that week and didn’t hear a thing from them until I reached out almost 2 weeks after they received it. Poor communication. Most companies send an email when it’s tracking, when they receive the return and when you can expect the refund. Only when I reached out did I get the refund. Highly recommend not ordering online,
Only shop and buy in Person.
19 February 2026
Unprompted review
Reply from Longchamp
Hello,
Thank you for taking the time to share your feedback, Daunalee. We are truly sorry to hear about your experience.
We sincerely apologize for the delay in processing your refund. We understand how frustrating it can be to wait longer than expected, and this is certainly not the level of service we aim to provide. Your satisfaction is very important to us, and we regret that we fell short this time.
Please rest assured that your refund has now been processed. We are also reviewing our internal procedures to ensure delays like this do not happen again.
If there is anything else we can assist you with, or if you have any additional concerns, please don’t hesitate to reach out. We appreciate your patience and the opportunity to improve.
Longchamp Customer Service
Holes in bag, customer service appalling
Bought a La Pilage bag in September 2025 which started to get holes in two of the seams in less than two months. I sent photos and their response was to bring it to a store. I ordered this online and my nearest store is two hours away. Their customer service is appalling and they won't budge on sending me some packaging to send it back to them to be looked at as stated in UK consumer law. I am still attempting to sort this but now I am left with an expensive bag with holes which are getting bigger. How is a company this big and well known not sorting out issues like this for their customers which, judging by the reviews on here, are clearly very common?
21 February 2026
Unprompted review
Reply from Longchamp
Dear Kay,
Thank you for taking the time to share your experience with us. We are sorry to read your disappointment and understand how frustrating this situation can be.
Regarding the wear on the corners, several factors can cause this: a slight overload, but also simple friction against surfaces or the bag being placed on the floor often. Even though Le Pliage is a shopper, it is still made of canvas, a light and durable material, but one that can become worn more quickly when exposed to repeated rubbing. When the corners become worn, this related to normal wear and tear not to a quality defect.
We would also like to remind you that corner reinforcement is offered once during the life of the bag, as soon as the corners start to pierce, because our leatherworkers then reinforce the seams to strengthen the area. If you are travelling and happen to pass by one of our boutiques, our teams will be happy to take care of this repair.
We understand that ordering online and being far from a boutique can make the process less convenient, and we regret that this has impacted your experience. Our teams follow a specific procedure for repairs to ensure the best possible care of your product, and this is why an in‑store assessment is required.
We remain at your disposal should you need any additional assistance.
Rania
Longchamp Customer Service
BAG FALLING APART - REFUSAL TO SEND NEW BAG
I am extremely disappointed with Longchamp’s product quality and customer service.
I received a Longchamp Le Pliage tote bag (size L) as a gift on 15th February 2026 and after 3 days I noticed a hole at the corner seam along the stitching. This is a structural area of the bag and the defect was identified almost immediately, which raises serious concerns about quality control.
I contacted customer service and later even provided photographic evidence expecting a fair evaluation. Instead, I received a generic response stating that replacements are not offered for bags that have been used due to the delicate nature of the material. Do I need to point out bags are meant to be used and not fall apart? This is an obvious pre-emptive refusal, meant to discourage the customer and stop trying to get what is their right, rather than an actual assessment of the defect. After following up, I have not received ANY further reply.
Policy language is being used to deflect responsibility instead of addressing a clear quality issue, that is on the side of the manufacturer and it clearly indicates a broader issue regarding quality and quality control such "premium" brands should not have. Customers should not have to argue their case when a seam defect appears immediately after receiving a premium product.
I also personally know two other people who experienced the same seam issue with this bag. Had I been aware of this pattern beforehand, I would never have chosen this product.
While the bag itself is practical and spacious, the after-sales experience has completely overshadowed those positives. ANY bag should be able to withstand normal use without failing at the seams.
I simply want what should be standard in this situation — a new bag without defects that I can reliably use for my day-to-day work activities.
Based on this experience, I will not purchase from Longchamp again.
UPDATE: Longchamp informed me that this defect can only be handled in a Longchamp boutique and that I am expected to bring the bag in person for inspection.
This is absolutely ABSURD. There is no Longchamp boutique in my country, meaning I would need to travel roughly five hours just to present a DEFECTIVE bag so they could possibly fix it. Expecting customers to travel internationally to deal with a quality issue on a newly received product is completely absurd.
Even more concerning is the fact that a brand-new bag is being directed to repair instead of replacement. A new item should not require fixing at all. Nor do I trust Longchamp to actually fix anything on this bag, because who knows, maybe the seam will start coming apart on the other side as well - and what, at that point I will have to go through all of this again?
Communication has been painfully slow, with replies arriving every few days despite my immediate responses, dragging out what should have been a straightforward resolution. It is so obvious they want the customer to just give up and stop asking for their RIGHTS.
At this point, the message is clear: if you receive a defective Longchamp product, be prepared for pushback, delays, and solutions that place the burden on you rather than the brand. Buyers should be aware that paying premium prices does not guarantee premium after-sales support.
UPDATE AFTER RECEIVING FINAL REFUSAL: It is apparent why Longchamp has 2.2 rating on Trustpilot and all of them connected to customer service. It is appaling how a company can admit, that the problem is on THEIR side, and still refuse to send a new bag. Any company of their standard would offer a replacement.
To be clear, Longchamp did nor offer a free repair, they offered for me to drive for 5 hours to the nearest boutique and ask them to REVIEW the HOLE and then they will decide if they can help me. So no, I do not accept this lazy response. And blaming the HOLE in the bag on the sensitive material is absurd, a company who specializes cannot master the art. Hilarious. Safe to say I will never in my life purchase anything from Longchamp again, nor will I recommend it to anyone.
19 February 2026
Unprompted review
Reply from Longchamp
Hello,
We sincerely apologize for the disappointment and frustration you experienced following your purchase, and we fully understand your legitimate expectations regarding a recently received product.
Upon receiving your request and the information you provided, our teams took the time to carefully review your case in order to offer you an appropriate response. The technical assessment identified a weak point on a seam, which does not affect the structure or functionality of the bag.
As the item had already been worn, it was unfortunately not eligible for a return or a refund. However, in order to offer you a concrete solution, we proposed that you send your item back to us for repair, with the return shipping covered by us.
We regret that our exchanges and the proposed solution did not fully meet your expectations. Please be assured that our intention has always been to support you and to offer the most suitable solution possible.
We remain at your disposal should you wish to follow up on this matter.
Kind regards,
Rania
Longchamp Customer Service
I wish I had read the reviews before I…
I wish I had read the reviews before I ordered
Longchamp's online order is a joke. No communication of delay, until now no delivery and when I contact them they act as if 'we've sent the tracking number'. No tracking number and it still says 'You can expect your bag 17 Feb'. It's a JOKE
20 February 2026
Unprompted review
Reply from Longchamp
Hello,
We sincerely apologize for your dissatisfaction with the delivery time of your order.
We fully understand your frustration with the lack of information and the delay, and we regret that your experience did not meet your expectations.
Although delivery delays can occur in exceptional circumstances, this lack of clarity in communication does not reflect the level of service we aim to provide to our customers.
If you still have not received your order, please contact our customer service team so that we can check the situation and provide you with a quick and appropriate solution.
Kind Regards,
Rania
Longchamp customer service
Worst service I’ve ever experienced in…
Worst service I’ve ever experienced in the past 4 years of being a customer. Dreadful speaking to customer service on the phone and no one was supportive to help with a resolution. Told one thing by the representatives, received email confirmation of it and yet that action was no followed, plus I was made to chase my own refunds.
This experience has left a really bitter taste, and I got no where when I was looking to complain, still not heard anything back regarding the way I’ve been misled and treated, constantly told it would be passed to the relevant team but nothing came of it.
Just lies after lies. No regard for the customers experience.
4 December 2025
Unprompted review
Reply from Longchamp
Dear Pauls,
We are truly sorry to hear about your frustration with the processing of your order, especially as it was placed in December.
We regret the lack of clarity, the contradictory information, and the lack of follow-up that you describe. This is absolutely not the experience we aim to offer, and we understand that you felt you were not listened to or supported as you should have been.
Nevertheless, we would like to confirm that the refund has been processed. We have taken note of your comments regarding the consistency of the information provided and the follow-up on your case.
Your feedback is valuable and helps us improve our practices. Please do not hesitate to contact us if you have any further questions.
Kind regards,
Rania
Your Longchamp customer service
The saleswoman was very helpful while…
The saleswoman was very helpful while helping me looking for a gift for my sister
22 December 2025
Unprompted review
Reply from Longchamp
Dear Raquel,
We are delighted to hear that our saleswoman was able to assist you in finding the perfect gift for your sister.
We hope to have the pleasure of welcoming you again soon.
Rania
Your Longchamp customer service
I placed my order in November and never received
I placed my order in November, and it is now February — and I still haven’t received it. I was informed that the package supposedly arrived in London twice, yet it was sent back both times.
I have been emailing every single week requesting a refund, and to this day, I have not received my money back. The lack of communication and resolution is extremely disappointing.
*UPDATE they keep saying my order has been refunded since 8th of January wich is another lie!
6 February 2026
Unprompted review
Reply from Longchamp
Dear Irina,
We sincerely apologize for all the difficulties you have encountered with your order. We fully understand your frustration, especially since your purchase dates back to November and, despite several attempts to ship it, your package has unfortunately never been delivered.
Please be assured that this situation in no way reflects the practices or level of service we strive to provide. We waited until we had all the necessary information to locate your package and tried everything we could to ensure that it was delivered to you. Unfortunately, despite our efforts, we were unable to find a quick solution.
Your order has therefore been fully refunded, and we are truly sorry that your experience turned out this way.
We sincerely hope to have the opportunity to offer you a more pleasant experience with your next order.
Rania
Your Longchamp customer service
Reply from Longchamp
Hello,
Thank you for your positive feedback !
We are delighted to know that the staff of our Maison was excellent and very helpful.
We look forward to seeing you again in one of our stores.
Rania
Your Longchamp customer service
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