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
Company replied
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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 now.... 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 74% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The bag is beautiful and good quality
The bag is as promised, good quality and the delivery worked very smoothly
1 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for sharing your feedback. We are delighted to know that your experience met your expectations and that you are pleased with the quality of your bag.
We are also happy to hear that your delivery experience was seamless. Your satisfaction is at the heart of everything we strive to create, from our pieces to the service that accompanies them.
We sincerely appreciate your trust and hope you will enjoy your Polène creation for years to come.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you for your lovely feedback.
We are delighted to hear that you appreciate the design and quality of your Polène creation. Your kind words are a wonderful recognition of the care and craftsmanship dedicated to each piece.
We sincerely appreciate your trust and are grateful to have you as part of our Maison’s journey.
Have a lovely day,
Polène
Awesome purchase experience
Awesome purchase experience. Fast delivery and excellent quality of products 👍
25 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your kind feedback.
We are delighted to hear that you enjoyed a seamless purchasing experience and that both the delivery and the quality of your creation met your expectations.
We sincerely appreciate your trust and thank you for choosing our Maison.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you for sharing your feedback with us.
We are delighted to hear that you love your bag. We are, however, sorry to learn that your wallet was missing from your order.
We kindly invite you to contact our Customer Service team at contact@polene-paris.com so that we can look into your order and assist you as quickly as possible.
Have a lovely day,
Polène
Beautiful design and craftsmanship at a…
Beautiful design and craftsmanship at a value proposition.
24 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your kind feedback.
We are delighted to know that you appreciate the design, craftsmanship, and overall value of your Polène creation. Your thoughtful words are a wonderful recognition of the care devoted to each piece.
Thank you for your trust and support.
Have a lovely day,
Polène
Expert craftsmanship
Expert craftsmanship. Did not disappoint. Far from it, actually.
7 April 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for taking the time to share your experience with us.
We are delighted to hear that your expectations were not only met but exceeded. Knowing that you appreciate the craftsmanship behind your creation is truly rewarding for our Maison.
We sincerely appreciate your trust and thank you for choosing Polène.
Have a lovely day,
Polène
Beautiful bag!
I absolutely love the bag. It is elegant, well-made, and perfect for me. Thank you for such a great product..
11 May 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you so much for sharing your experience.
We are delighted that your Polène creation has lived up to your expectations. Your feedback is truly appreciated and serves as a wonderful encouragement to all of our teams.
We hope you continue to enjoy it for years to come.
Have a lovely day,
Polène
Love my Polene bags
Love my Polene bags. Each piece feels intentional and structured. The quality is unmatched, and every time I buy a Polene bag, it feels as if I am collecting.
24 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your generous review and for placing your trust in Maison Polène.
We are pleased to know that your experience has been a positive one. Your satisfaction is at the heart of everything we strive to offer, from the creation itself to the service that accompanies it.
Have a lovely day,
Polène
Stunning designer handbag crafted from…
Stunning designer handbag crafted from premium-quality materials.
Delivered to Spain within a week from the purchase.
19 March 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your wonderful review.
It is a pleasure to know that your experience with our Maison has brought you satisfaction. We truly appreciate your confidence in Polène and thank you for choosing one of our creations.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you very much for taking the time to share your experience.
We are delighted to know that your Polène creation has met your expectations. Your trust and your kind words are sincerely appreciated and encourage us to continue offering the highest standards of quality and care.
We hope you enjoy your creation for many years to come.
Have a lovely day,
Polène
Enthusiastic Polène owner!
I now own two Polène bags and both are beautifully made. The designs are elegant and unique, the craftsmanship perfect. I've heard Polène bags described as premium quality at a fair mid‑tier price, and this is exactly right. Shipping was fast and the bags came well presented. I’m very impressed and already plan to buy my next bag this coming autumn.
24 May 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your positive feedback.
It is always a pleasure to know that our creations have met our clients' expectations. We greatly appreciate your support and thank you for taking the time to share your experience with Maison Polène.
Have a lovely day,
Polène
I loved it
I loved it
It’s amazing quality
I just didn’t realize how peach it looked
16 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your kind review.
We are truly grateful for your trust and delighted that your experience has been a positive one. We hope your Polène creation will continue to bring you lasting enjoyment.
Have a lovely day,
Polène
It was a very easy purchase
It was a very easy purchase, the delivery was fast and the beautiful purse was well packages. Thank you!!
17 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for sharing your experience.
We sincerely appreciate your confidence in Maison Polène and are pleased to know that your expectations have been fulfilled. Your satisfaction is a wonderful reward for our teams.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you very much for your encouraging words.
We are delighted to know that your experience met your expectations. Every message we receive is greatly valued and inspires our teams to continue offering the finest experience possible.
Have a lovely day,
Polène
This is my third purchase
This is my third purchase. I just love the quality of each piece and the price is amazing! Thank You!!
18 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your generous review.
We are honoured to count you among the clients of Maison Polène and truly appreciate the time you took to share your experience. We hope your creation will accompany you through many memorable moments.
Have a lovely day,
Polène
You guys took my case seriously and…
You guys took my case seriously and felt very seen. Which is not something I heard from other customers, that's why I was relieved :)
15 May 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for taking the time to share your experience with us.
We are truly grateful for your kind words and are pleased to know that you felt heard and supported throughout the process. Providing attentive and thoughtful assistance to each of our clients is very important to us, and we are glad that our team was able to offer the care and attention you deserved.
Thank you again for your trust and for sharing your feedback with us.
Have a lovely day,
Polène
Perfect as always the package
Perfect as always the package, the delivery time was excellent, everything went smoothly
8 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your lovely review.
It is a pleasure to know that your experience with Polène has been a positive one. Your trust is invaluable to us, and we are grateful that you chose one of our creations.
Have a lovely day,
Polène
Horrible customer service
The customer service is horrible. For a product that markets itself as "luxury", their service is hardly basic. I went there with my wife and kids, when asked for some water for my kids, I was told "water will be served after you purchase". That alone should be good enough to tell you what you need to know about its brand. Needless to say, never buying polene again. If you cannot even have the courtesy to offer water to kids, you dont deserve any business.
24 June 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to read about your experience and regret that your visit left you with such a negative impression. We understand your disappointment, particularly regarding the interaction you describe, as this is not the experience we strive to provide.
We would greatly appreciate the opportunity to learn more about what happened. If you are willing, please contact us at contact@polene-paris.com so that our team can look into your experience more closely.
We hope to have the opportunity to restore your confidence and provide you with a more positive experience in the future.
Have a lovely day,
Polène
The delivery was without any problem.
The delivery was without any complications. The purchasing process was also easy.
4 May 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your thoughtful feedback.
We are delighted to know that your experience has reflected the quality and care that guide our Maison. Your confidence in Polène is greatly appreciated, and we thank you for sharing your impressions.
Have a lovely day,
Polène
Good bag but terrible refund process
I ordered a handbag from online and received it from Polene quite quickly. Upon opening the package, the bag was well constructed but wasn’t something I like. It just wasn’t what I expected from just looking at the pictures online. So I went ahead to do the return online and after waiting for more than 15 business days, my refund is still not processed. I reached out to them twice and it’s still not progress to the return. I am disappointed at their customer service. I will not be shopping at Polene again.
24 June 2026
Unprompted review
Reply from Polène Paris
Hello,
We’re sincerely sorry to hear that your experience did not meet your expectations. While we’re pleased your order arrived promptly, we understand how disappointing it is when a product isn’t quite what you had envisioned, and even more so when the return process takes longer than expected.
Our Customer Service team is doing everything possible to respond as promptly as they can and remains fully mobilised to assist you until your return has been completed and your refund processed. We truly regret the delay and the frustration it has caused.
Thank you for taking the time to share your feedback. We hope to have the opportunity to provide you with a smoother experience in the future.
Have a lovely day,
Polène
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