POLENE extremely unprofessional. I order the bags since 13 July 2026 and until today no shipment was sent. Email customer service more than 30 times, no responses. And only the usual response from... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
1 star is way too much… am absolutely disappointed with my experience. Polène charges a £9 delivery fee, yet they completely failed to deliver my package within the time frame they originally set up.... See more
Company replied
Order number X140052 - purchased the Cyme Mini in Textured Camel on 18/07/26. Sent three requests to the support team over the past few days as no update regarding the item being dispatched. Still wai... See more
Company replied
Order has been placed 18 July. Order number N40351. Since then no shipping confirmation or any other communication. I had multiple orders in the past from them but not sure what's going on right no... See more
Company replied
Company details
About Polène Paris
Written by the company
Fondée en 2016 par trois frères et sœurs, la maison française Polène crée une collection de maroquinerie qui allie minimalisme et exploration créative pour proposer des formes singulières et signatures obtenues par un savoir-faire artisanal d’excellence.
Contact info
69 rue de Richelieu, 75002, Paris, France
- contact@polene-paris.com
- www.polene-paris.com
2.5
Poor
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 91% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Service and delivery
I knew exactly where my package was. I was able to track it. There were no issues in delivery. The bag is beautifully crafted. No signs of damage.
21 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We truly appreciate you sharing your experience with us.
We are delighted that you are pleased with your bag and hope it continues to bring you satisfaction every time you wear it.
Have a lovely day,
Polène
Excellent quality and very stylish and…
Excellent quality and very stylish and beautiful bag arrived in a lovely pay
27 July 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your thoughtful review.
Your feedback means a great deal to us, and we are delighted to know that you are enjoying your bag. We hope it remains a treasured piece in your collection.
Have a lovely day,
Polène
Exquisite from A to Z
The bag is exquisitely made, with quality materials. I cannot praise the packing enough - not only did it withstand shipping, but the moulded box is so well designed that it will keep the actual bag perfectly protected for years to come - so much more than a dust bag! I do love the design of this bag, and my only complaint is that they don't make these in more colours (or similar styles!)!
22 July 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your kind words.
We are delighted to know that your bag has lived up to your expectations, and we hope it accompanies you beautifully for many years ahead.
Have a lovely day,
Polène
Still waiting on my drlivery
Still waiting on my drlivery. It has been over month dincevi ordered 2 items.
27 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We sincerely apologize for the delay and the inconvenience this situation has caused.
Please rest assured that our teams are doing everything they can to review your request and provide you with an update on your order as soon as possible.
Thank you for your patience and understanding.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you for taking the time to leave a review.
We are very pleased to hear that you are happy with your bag and sincerely hope you continue to enjoy it.
Have a lovely day,
Polène
Delivered incredibly fast—I was…
Delivered incredibly fast—I was genuinely surprised by how quickly it arrived\!
The bag is absolutely beautiful, so practical, and incredibly lightweight\. I’m completely in love with it!
9 July 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for sharing your experience.
We are delighted that you are enjoying your bag and hope it continues to be a piece you love carrying for many years to come.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you for your positive feedback.
We truly appreciate your trust in Polène and are delighted that you are enjoying your bag. We hope it brings you lasting enjoyment.
Have a lovely day,
Polène
My order has still not been shipped
Order: F1083980
Order placed 6 July. Estimated shipping date: 10 July.
My order has still not been shipped. Customer service only sends automated replies or does not respond with any meaningful update.
Very disappointing experience. I cannot recommend Polène until they improve their customer service and fulfill customers' orders.
6 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We sincerely apologize for the delay and the inconvenience this situation has caused.
Our Customer Service team is doing everything they can to respond to each request as quickly as possible. They have also replied to you with an update regarding the current status of your shipment and remain available should you require any further assistance.
Thank you for your patience and understanding.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you for sharing your experience.
Your feedback is greatly appreciated, and we are pleased to know that your bag has met your expectations. We hope you continue to enjoy it for years to come.
Have a lovely day,
Polène
Superb , fantabulous
Superb , fabulous and mind blowing . I dnt expect the delivery to happen so prompt and In record time . I was just so impressed with the whole delivery experience and the packaging of the bags was again top notch . Highly highly recommend
27 July 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you very much for your review.
We are delighted to hear that you are enjoying your bag, and we hope it accompanies you through many special moments.
Have a lovely day,
Polène
Horrible… HORRIBLE EXPERIENCE
Horrible… HORRIBLE EXPERIENCE
Won’t let you cancel your order even though they don’t want to give you details about shipping? Not a single person at this company had a backbone to let the customer know there is issues with shipping or stock? Customer service is horrible and you can’t even ask in the comments of their social media what’s wrong because they block you!
16 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to hear about your experience and apologize for the inconvenience caused.
Please be assured that our Customer Service team is doing everything they can to respond to each request as quickly as possible and provide the most appropriate assistance. We regret that your experience did not reflect the level of service we strive to offer.
Thank you for taking the time to share your feedback.
Have a lovely day,
Polène
No Customer support - missing packages - Start to look like Scum ;/
While product itself is wonderful, well refined etc.
Service is terrible - order placed 16 of July - still no shipping number, nor any contact of customer service - dont know what happend to the brand, but it doesnt look good. Assuming fact how expensive is this product, i do not recommend to anybody to purchase online till they will solve the situation.
27 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to learn about your experience and regret the lack of updates regarding your order, as well as the difficulties you have encountered when contacting our Customer Service team.
We understand your disappointment regarding the delay and the lack of communication. This situation does not reflect the experience we strive to offer our clients. Please be assured that our Customer Service team is doing its utmost to review every request with the greatest care and provide responses as promptly as possible.
We sincerely appreciate your patience and understanding. Your feedback has been shared with our teams as part of our ongoing commitment to improving the experience we offer our clients.
Thank you for taking the time to share your experience.
Have a lovely day,
Polène
I placed an order on 16th of July
I placed an order on 16th of July - my bag hasn’t been shipped since then. I tried to contact customer service but there’s no reply. DO NOT BUY ANYTHING
16 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to hear about your experience and apologize for the inconvenience caused.
Please be assured that our Customer Service team is doing everything they can to respond to each request as quickly as possible and provide the most appropriate assistance. We regret that your experience did not reflect the level of service we strive to offer.
Thank you for taking the time to share your feedback.
Have a lovely day,
Polène
Order S472124 .Have ordered a Numero…
Order S472124 .Have ordered a Numero Nuef Mini Black from Polene on 16 July. Have written countless emails and tried to get a hold of them to no avail. I have ordered this as a gift for my partner and as a "Luxury" brand, this is absolutely disgraceful. I have no way of contacting them other than with a useless AI chatbot that does nothing.
This brand is an absolute joke.
27 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We sincerely apologize for the delay and the inconvenience this situation has caused.
Please rest assured that our Customer Service team is doing everything they can to process requests as quickly as possible.
Thank you for your patience and understanding.
Have a lovely day,
Polène
Order number
Order number: E307616
I placed my order on 16 July, and the payment was successfully charged to my credit card. However, I never received an order confirmation email, which immediately made me question whether my order had been properly registered.
Since then, my order has remained stuck in “Preparing” with no meaningful updates or explanation. It has now been several days without any progress.
I have contacted Polène multiple times by email and also tried reaching out through the live chat. Unfortunately, I have not received a single response from the customer service team. The only interaction I had was with the automated chatbot, which was unable to provide any information about my order or offer any assistance.
As a customer, it is extremely frustrating to pay for an order, receive no confirmation email, have no visibility on the shipping process, and be completely ignored when trying to get support. I understand that delays can happen, but the complete lack of communication and customer service is unacceptable for a brand with Polène’s reputation.
I hope this feedback encourages Polène to improve its customer support and communication, as the purchasing experience has been very disappointing so far.
16 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to learn about your experience and regret the lack of updates regarding your order, as well as the difficulties you have encountered when contacting our Customer Service team.
We understand your disappointment, particularly given the absence of an order confirmation email and the lack of communication regarding your order. This situation does not reflect the experience we strive to offer our clients. Please be assured that our Customer Service team is doing its utmost to review every request with the greatest care and provide responses as promptly as possible.
We sincerely appreciate your patience and understanding. Your feedback has been shared with our teams as part of our ongoing commitment to improving the experience we offer our clients.
Thank you for taking the time to share your experience.
Have a lovely day,
Polène
I ordered the Cyme Mini Rafia Edition…
I ordered the Cyme Mini Rafia Edition on June28th and the website said that they would ship by July 10th. No bag has been received as of date, on the website the bag is out of stock and my numerous e-mail to the company have been completely ignored. What they do though right away is charge your credit card. A complete scam. Now I have to go through my bank to see how I can get the charges reversed, what a nightmare!
28 June 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to learn about your experience and regret the lack of updates regarding your pre-order, as well as the difficulties you have encountered when contacting our Customer Service team.
We understand your disappointment, particularly after waiting beyond the estimated shipping date and receiving no updates. This situation does not reflect the experience we strive to offer our clients. Please be assured that our Customer Service team is doing its utmost to review every request with the greatest care and provide responses as promptly as possible.
We sincerely appreciate your patience and understanding. Your feedback has been shared with our teams as part of our ongoing commitment to improving the experience we offer our clients.
Thank you for taking the time to share your experience.
Have a lovely day,
Polène
I am extremely frustrated with my…
I am extremely frustrated with my experience. It has been 10 days since I placed and paid for my order, and there is no update on shipment. I reached out to their customer support team to ask for a status update, but I am being completely ignored, only AI automatic answer . Zero communication and zero professionalism. When you pay hundreds of euros for a handbag, you expect basic customer service. I do not recommend buying from them.
27 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to learn about your experience and regret the lack of updates regarding your order, as well as the difficulties you have encountered when contacting our Customer Service team.
We understand your disappointment and frustration regarding the delay and the lack of communication. This situation does not reflect the experience we strive to offer our clients. Please be assured that our Customer Service team is doing its utmost to review every request with the greatest care and provide responses as promptly as possible.
We sincerely appreciate your patience and understanding. Your feedback has been shared with our teams as part of our ongoing commitment to improving the experience we offer our clients.
Thank you for taking the time to share your experience.
Have a lovely day,
Polène
Horrible experience!
Horrible experience! Made an order 17.07.2026 still no tracking number no feedback to my emails or any communication about my order. Started chargeback from bank.
17 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to learn about your experience and regret the lack of updates regarding your order, as well as the difficulties you have encountered when contacting our Customer Service team.
We understand your disappointment and frustration regarding the delay and the lack of communication. This situation does not reflect the experience we strive to offer our clients. Please be assured that our Customer Service team is doing its utmost to review every request with the greatest care and provide responses as promptly as possible.
We sincerely appreciate your patience and understanding. Your feedback has been shared with our teams as part of our ongoing commitment to improving the experience we offer our clients.
Thank you for taking the time to share your experience.
Have a lovely day,
Polène
No Delivery, No Updates, No Accountability
I placed an order on 17 July with a promised delivery time of five working days. Since then, I've heard nothing from the brand. I've contacted them via email, web chat, and their online contact form, only to receive the same automated response about a "high volume of requests."
I now regret not checking Trustpilot beforehand. The platform, along with the comments on the brand's social media pages, is filled with customers describing this exact experience—poor communication, missing orders, and generic automated replies. Unfortunately, I'm now experiencing the same.
I've now checked out of the hotel where the order was supposed to be delivered. This situation could have been avoided entirely with timely communication and honest updates, but instead I've been left out of pocket and without the order I paid for.
UPDATE: A week late, I finally received a DHL notification—addressed to the hotel I've already checked out of. Polène's customer service has still not responded.
At this point, it feels less like incompetence and more like a strategy: delay responding until the parcel is technically "delivered", then leave the customer trapped in refund purgatory. Despite knowing the situation, the brand didn't have the decency to reroute the shipment or cancel the order.
This is dismissive, unprofessional, and completely unacceptable.
24 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to learn about your experience and regret the lack of updates regarding your order, as well as the difficulties you have encountered when contacting our Customer Service team.
We understand your disappointment, particularly given the delivery constraints you faced while travelling. This situation does not reflect the experience we strive to offer our clients. Please be assured that our Customer Service team is doing its utmost to review every request with the greatest care and provide responses as promptly as possible.
We sincerely appreciate your patience and understanding. Your feedback has been shared with our teams as part of our ongoing commitment to improving the experience we offer our clients.
Have a lovely day,
Polène
Luxury prices, disappointing service
I genuinely thought Polène was a reputable luxury brand. You see their bags everywhere, so I never expected to have this kind of experience.
I ordered a bag worth €440 and paid an additional €10 for shipping because the website states delivery within 5 days. I received an order confirmation immediately, but after that... nothing. No shipping confirmation, no tracking information, and no communication whatsoever.
It has now been over a week, and I still have no idea where my order is. I've contacted customer service through their help center and by email, but I've received no meaningful response. The lack of communication is incredibly frustrating, especially when you've spent this much money.
Only after placing my order did I check Trustpilot, where I found many reviews from customers describing similar experiences. I truly hope my bag still arrives, but at this point, I'm very disappointed by the complete lack of transparency and customer support.
When you charge luxury prices, customers expect a luxury experience. Unfortunately, that has been far from my experience so far. I cannot recommend ordering from Polène based on the service I've received.
20 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to learn about your experience and regret the lack of updates regarding your order, as well as the difficulties you have encountered when contacting our Customer Service team.
We understand your disappointment, particularly given the estimated delivery timeframe and the lack of communication you have experienced. This situation does not reflect the experience we strive to offer our clients. Please be assured that our Customer Service team is doing its utmost to review every request with the greatest care and provide responses as promptly as possible.
We sincerely appreciate your patience and understanding. Your feedback has been shared with our teams as part of our ongoing commitment to improving the experience we offer our clients.
Thank you for taking the time to share your experience.
Have a lovely day,
Polène
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