CELINE Reviews 

WORST online shopping ever !
I ordered online to know later that they canceled it !
I will never purchase items from them anymore ! Nor recommend this brand to my friends…

Luxury retailer ? Give me a break !

Ordered a bag, it will not ship despite customer services, when they care to answer which is random, ensuring a date for shipping. Email and WhatsApp never reply. Appealing ! I double checked the website link because at some point I thought I may have ordered from a fake website given the terrible customer service. Never again ! I asked for cancellation, no bag no money back to this date

I’m a shopper from Singapore. Purchased a belt online from Celine but had to return it because it was too small. Two weeks have passed since the item was received at the returns facility in Amsterdam. I have yet to receive any update on the status of the return.

I’ve sent emails to both Celine EU and Celine Asia, and each time I get an automated response:

“Thank you for contacting CELINE.

We are currently experiencing a high volume of enquiries and response times may be slightly longer than usual.

We will review your enquiry and respond back as soon as possible. We thank you for your patience.”

I’m really worried now. I want my refund please.

My husband ordered me a bag as a birthday gift, I received it but it was too small even for iPhone. So in 2 days I decided to return it.

I phoned Celine and they told that they wouldn't take it back, because 2 two weeks from purchase passed! Awful! Worst shop ever!!!

I returned glasses that were sent to me BROKEN, has been months and never heard a word back from emails, calls, fb and WhatsApp messages. NO REFUND, NO REPLY
Literally a scam, I would stay away

I returned a bag due to quality issues. They won’t respond to emails and they won’t refund me. It’s been almost 6 weeks now. Beware.

Never learnt. For the second time, i returned the item i purchased online and it came still in Italy. Bad quality again so I returned it. I let a week passed after they received my item and viola, NO REFUND came in! i got no choice but to send messages in their FB messenger, whatsapp and email(EU and ASIA).. as expected, i got no reply! What a terrible customer service and bad quality of product. Sigh.. I REALLY HOPE LVMH COULD LOOK INTO THIS.

Worst customer service ever! Bought the dog collar necklace and my dog had it on for only 1 day and the logo came off i wrote the customerservice multiple emails and called them its been a month since my complaint haven't received anything from them! Never ever buying from that brand again!

I purchased the Kohl mini luggage handbag just under 6 months ago and only use it for work purposes so it sits under my desk and is therefore in very good condition; however, the inside mobile phone pocket holder has torn. I do not recall using this pocket regularly and as mentioned, my bag has had very limited use.
Consequently, it is disappointing that a 2,200 pound bag, my first purchase from Celine, does not simply provide me with a handbag of basic satisfactory quality.

After calling ahead to the New Bond Street Store from which I purchased the bag, I was simply told to bring the bag in. The sales assistant was not overtly helpful and was abrupt over the phone.

I attended the shop yesterday evening, 1 July 2022 at around 16:50 and was poorly greeted by a lady on the door who said I would have to join the waiting list. A sales assistant then attended to me and I told her that I would like my bag repaired given this is not the standard of quality I would expect for my Celine handbag. The sales assistant then disappeared without an explanation for 10-15 minutes. I then enquired as to her whereabouts as I was just left with no explanation, still no apology about the state of the bag, and no offer of a drink or a seat. Eventually another sales assistant managed to locate her and she returned, still with no apology. The manager also joined and told me that I would need to pay 150 pounds for the repair. At this point, I was shocked at the appalling level of customer service care. Not only was my barely used handbag broken due to poor quality but I was now being told I had to pay for the repair. The manager quickly altered his stance and apologised and said that the service would be complimentary.

To date, I do not have a date for when I can expect to receive the repaired bag, I have had an abysmal experience in the Celine store and when I mentioned this to manager, his response was "it has been busy". My reply was that "you have two staff on the door doing nothing and you have a team for this".

I purchased a Celine bag in store in Sydney in April. Within two weeks the leather stitching which holds the fastening in place completely came apart. The store does not answer their phone. I had to email Celine Europe who passed my message on. Finally they texted me. They do not offer a collection service for faulty goods so I had to make a trip to the city to return. This took me a while to get there as I don't live near the city. Now they have had my bag nearly a month. They are meant to be repairing it but the lack of communication is appalling. I will then have to go and collect it. Worst experience, I will not be purchasing a Celine bag ever again.

I agree with all the negative comments below, as I am expecting the same. So disappointed.

the worst customer service i have ever seen. I bought some boots for €980 and after 4 months they broke in several places. I contacted the customer service and they tell me that I have to send them to the store where I bought them, after 2 months I still have not received a response, the store tells me that Celine does not answer, that they usually take 8 weeks to respond when there is a problem . Really?? this is normal??
The worst after sales service I have ever seen.

I have to agree with the negative comments on customer service. I asked them for a style no. for a product. They told me they did not know this information. Well who does if not the brand?

I orderd a bag last week and ist wasn‘t shipped in the promised time. Yesterday I got an Email that the order has been cancelled. I called the costumer sevice because on the homepage the bag was in stock. But now it was no longer 2800 but 3000 Euro. They told me, that the bag is not in stock and that the website will update soon. Just for fun I ordered the bag for 3000 again and what should I say, its shipped today…
How poor a Company like that must act so antisocial and costumer unfriendly.
And by the way, I havent back the money for the first oder now.
I will sent back this one also, because I am so dissapointed. Lets see how long it will take until I have all the money back.

No reply from customer service on Facebook messenger or email. It's been weeks with only automated responses. Wanted to make a purchase and had a question. No answer = no sale.

Excellent. Shipped the same day at no extra cost and received beautifully packaged the next day. Will definitely buy from Celine online again!

The worst customer service experience I've had ever had. I ordered a belt online which I wanted to exchange for a different size. After phoning up client services I was advised by Julie that I could not do so as I was based in the UK?!! Nothing on the website or on my receipt indicated this information which can only be described as discrimination. So, after a few firm words from me Julie advises me she will have a chat with her manager and get back to me, with no indication of when, today? tomorrow? next month? Concious of the fact time was ticking on the time frame I had remaining to do my exchange (only 1 or 2 days) I call back 4 times to get an update to be told only Julie can help and apparently Julie has the longest lunch break known to mankind... (what can I say? I guess Celine like to look after their employees but not their clients?) On my final call of the day I managed to get hold of Julie who still had not received authorisation from her superior (bare in mind I phoned first thing in the morning 9 am uk time with my initial request and it's now 5.30pm uk time) Julie was clearly exasperated by my attempts to reach her responding with " my colleagues have already told you I'm not available and my manager hasn't authorised this yet" I was confused as to what exactly needed authorising as I simply wanted to return something for exchange and nothing in my paper work indicated I couldn't so, after explaining to Julie that I could easily just go to trading standards and that I'd like to raise a complaint to her superiors, she simply told me no, you cannot do that as we are the mighty client services at celine and the buck ends with us . After hanging up the phone I immediatelt received a wonderfully worded email from Julie that they will exchange for me as a one of good will gesture?! Please, this is not a good will gesture, but a rather good example of your obnoxious self absorbed attitude and your ignorance of your own returns/exchange policy (please read what you actually write in clients invoice/receipt to get up to speed) and your lack of customer services/relations skills. Client services at Celine shame on you for doing such a disservice to this company. I have since requested a full refund of my item and will no longer be giving anymore of my money to celine, as I would rather invest my money elsewhere.

worst customer service experience ever. My husband ordered a belt for VDay. He forgot to add the unit number, he called immediately the next day to add the unit number and they said they did. Come valentines day the courier cannot deliver the package because of shipping details. Celine then goes to intercept the package to have it sent back to the warehouse. Instead of customer service connecting with the courier to get the package delivered with the right shipping details, they spent 40 mins on the phone to tell me that they would have it sent back to the warehouse and refunded. I would have to place an entirely new order. Incredibly rude on the phone and totally dismissed the issue. Worst experience ever and absolutely no thought for the customer. No wonder why theyre so behind in the luxury goods industry. Not how to run a business.

Photos of the first bag I ordered misrepresented it in reality. The dimensions did not fit the representation in the photo. When I asked customer service about the dimension vs the photo they suggested I look at the photo. Yeah, okay, that’s helpful…. I ordered the bag, it arrived within two days (yay?), but it was stupid huge on my 5’1” frame. Returned. Meantime thinking it would be a smooth out/in transaction of several thousand dollars I had scrimped and saved I bought another Celine bag appropriate to my stature. I’m pleased with it. Lovely bag, lovely leather, all good… but oh my, THE RETURN has been HORRIBLY FRUSTRATING

Okay, currently we’re in the second year of the CV19 pandemic. I work in a manufacturing facility and understand both shipping and receiving/return processing delays. I’m in customer service and know the line of crap Celine’s CS reps are pushing well, but never would I or any of my team delay a refund for over a month.

Tracking indicated the returned bag delivered within five days; no communication confirming receipt from Celine. Several business days later I reached out to them. It took a day to receive a reply. Maybe a time zone issue, maybe research. Not sure. Ultimately I received confirmation of receipt from Celine. Not a refund, but was told it may take two weeks to process. I waited several days, reached out via email again and was told the bag had [suddenly!] been processed in. Nothing happened. 12 business days later I reached out again and [suddenly!] received confirmation that a refund was pending and “may take a few days depending on my credit card institution”. It’s been three business days and I still do not have reimbursement. Ridiculously it’s close to $3000 and to say I’m annoyed would be an understatement. Well over a month and no refund yet.

Regrettably I’ll never buy another Celine bag online. While the second bag I purchased is stunning, the customer service leaves a horrid impression which resonates every time I carry it. Prada and Louis provide exemplary service. I’ll stick with them in future.

Céline should be ashamed of their costumer service! The people are extremely rude and mean! Specifically one names Duncan. They don’t treat costumers with respect, they are not trained well so they don’t help us. I sent a bag to return, they have my bag in the warehouse for two weeks and my refund wasn’t made! When I call asking for explanation this gentleman, Duncan, yelled at me!! Yelled!!!! I’m still in incredulous with this situation! Never in any other place someone treat me this way. I’m very disappointed that a brand like Celine gives this kind of treatment to costumers. I’m never going to buy anything from them again. It’s a nightmare in every aspect.