Marc Jacobs Reviews 368

The shipping time is garbage. I ordered from the site rather than a department store only because I wanted a MJ gift box. Huge mistake. What would’ve taken 2 days to get from Nordstrom or Bloomingdale’s, is taking 6 days. The website says it will deliver 1-3 business days after shipping; it’s not even close. This feels like the most bootleg semi-luxury experience ever. It really tarnishes the brand.

For: marcjacobs.com.us

I HAVE THE BEST SERVICE EVER!
THEY ARE AMAZING! VERY SUPPORTIVE! ALWAYS, ALWAYS SOLE MY ISSUES!
I CONTACTED THEM ALREADY MULTIPLE TIMES, EVERY TIME IM SUPER HAPPY WITH THEIR SUPPORT!

PLEASE KEEP ON HAVING GREAT SERVICE!
AMAZING CUSTOMER SERVICE!

I was sent the right items, but my biggest problem is I paid for a gift box and when I get my delivery the gift box is dented in. The gift box is sitting inside a giant box with no padding at all. The box was pretty much sitting getting tossed about and had not protections on the top bottom or sides. Every other company puts padding in their boxes why can’t Marc Jacobs. And after seeing all these bad reviews from everyone I can see why they don’t care.

Such a large and quite expensive company. They messed up my shipment. They sent me the wrong item. Customer service is terrible. I do not recommend shopping online.

They won’t refund me for a bag I ordered online they keep requesting proof I purchased I have sent in 12 emails and over 30 photos and they don’t want to assist me at all they keep requesting information I already sent as they don’t have access to the previous photos I’ve never had such poor customer service I’ll never use them again and I have to dispute with my bank when they could of taken care of this a week ago it’s deceptive business don’t trust them

This is an awful company and I will never buy another one of their products again. I purse that I purchased and money was removed from my bank account for sold out three days before Christmas. I only received an we are sorry your order was cancelled without any explanation or anything no offer of a replacement just the order was cancelled. I contacted their awful customer service department to see if I could purchase another purse in a different color for the sales price I purchased the cancelled item for. I was told because it wasn’t the same item color and everything I could not get the sales price, but how could I get the same color when according to them it was sold out. This company will never see another dollar of my money again and I will go on all my social media platforms and let others know of this experience.

I received a completely wrong item with someone else's invoice in the packaging. The contact details on the invoice for customer service were wrong. I then spent ages chatting to a bot and other people on their chat facility to finally get a contact email. They asked for pictures of the item, then they asked for additional pictures.
Its now almost 3 weeks since my first contact with them and its still not resolved.

They take forever to reply to emails and I haven't had a reply to my last email complaining. As I received a generic response. One of the options was the offer of a 15% discount. But it didn't say if that meant I would get that if I re order the item. Or if that meant I could keep the wrong item and receive 15% back

I've wasted so much of my time trying to sort this out, its no longer worth taking any more action.

Terrible experience and haven't got the Christmas gift I want to give either

This is the most incompetent company I've ever dealt with. I ordered an overpriced tote bag and paid extra for two-day delivery. It didn't show up, so I went online, and they sent me a message, "it's on the way," and the message showed the order had just been placed 10 minutes after my complaint email. Now I'm on the phone with a lot of people who don't speak English. They are telling me that it will be here in five days!!! But I paid for TWO-day shipping. ARGGGGGGGGGGGGGGGGGGGGGGGG! So much for "luxury brands."
After 15 minutes and offering to pay for FedEx the "customer service" person said, "There is nothing I can do." Yes, we said two day shipping BUT that's after we get the order processed which can take a few days????

Yes, we can refund your "Expedited shipping fee" and "Yes, I can return the product after it arrives." But he didn't know how I could return it for a refund.

This is your "Luxury Brand"

I ordered the bag Snapshot and received a completely different bag, different colour and it was from the clearance section. Informed the company and they said to send back the bag and then will receive refund. Bag was sent back and refund was returned. Marc Jacob’s did not offer any compensation for their mistake and didn’t offer to send the actual bag ordered.

Marc Jacobs has THE WORST customer service. I bought a bag on Thanksgiving as a Christmas present for my daughter. When the bag arrived the packing was opened and the duster bag was missing. I called Marc Jacobs customer service, spoke with an agent by the name of Beverly who told me to send a picture of the bag without the duster and send the bag back, and a new bag would be reshipped. I then received an email that I would be refunded. I called yet again, spoke with agent Annie, supervisor Angie and manager Ven who all told me the only thing they could do is send out the duster. What good would a duster do if I don’t have the bag that I was told to return. This company takes absolutely no accountability whatsoever! Don’t waste your money spending with a company who does not try to accommodate their customers.

Don’t waste money on fake leather bags!! After just 4 months it shows signs the leather is coming off!!! Disgusting ! Never again! Buy real
Leather from Italian brands.. but USA?? A fraude

One of the worst customer service experience's that I've ever had. I ordered a handbag that cost almost $300. I wanted it to match up with a pair of sneakers that I had purchased from them 2 weeks prior. But as soon as I received the order confirmation emil, I noticed that they had left out my apart #. I don't even understand how they managed to do that because I have an account with them that has my correct address. I immediately called them to correct the situation . But the customer service rep said that she couldn't update my address to reflect my apt # or cancel my order so that I could re-order with my actual address. However, she said that she could put in a request to cancel my order. So I agreed to her putting in the request. The next morning I received and email from a customer service rep named Anna. It stated that my address couldn't be modified but if I wanted to cancel the order, I just needed to reply to her email. So I replied that I absolutely wanted to cancel the order. So I'm waiting for cancellation email. But instead I received another email from a customer rep named Comer. That stated the exact same thing that Anna's email stated. Which was my address couldn't be modified but if I wanted to cancel the order reply to that email. So once again, I replied to the email and for the third time I stated that I wanted to cancel the order. Right after that I call customer and was told by Anna that she would put in for cancellation for me. But that was supposed to have been done by the customer service rep that I spoke with last night. Or at least by this morning after I replied to your email telling you that I did wish to cancel the order and then re-order with correct address. At that point I was extremely upset because I knew that they had no plans to cancel the order. Even though I was constantly lied to about it. But Anna continues to tell me that she would put in for a cancellation for the forth time and I would receive a cancellation email within 24 hrs. Which actually would've been 48 hrs from the time that I was originally told that a cancellation had been processed. Not even an hr after I got off the phone with her to no surprise I received a shipping confirmation email. So like I already knew, they had no intentions to cancel my order. But why would you knowingly want to send a package out with an incorrect address?! If they were the last store on earth I would NEVER purchase anything else from Marc Jacobs!

Very dissatisfied customer,
D. Walls

Ordered £330 bag on 9th September and still haven’t received it. Awful customer service who do not respond to emails at all. No refund,no bag.Will never buy from this company again.What a rip off.

Placed an order for the bucket bag, and immediately regretted it after reading all the negative reviews. I had a really good experience, received within a week, bag arrived well packaged and protected and was in perfect condition. Really pleased with my new bag

I placed an order for a bag and paid extra for 2-day shipping, yet it has been over a week and I still haven’t received it. When I reached out via email, the response I received was dismissive and did not acknowledge that I paid for expedited shipping. It also seems I’m not the only one experiencing this issue. Your company needs to improve customer service and remove the 2-day shipping option if it cannot be fulfilled. Customers should not be charged for a service that is not delivered.

i ordered my bag at marc jacobs online. and when i opened the box it was inside the dust bag. the hardwares and strap were not even covered with paper and the tag was detached and was inside the envelope together with the other papers. it immediately came to my mind they might have sent a return package. so i contacted the customer service and they told me that it is how they wrapped my order the tags are removed to protect the bag. i searched on youtube about unboxing and with the same bag i purchased the one on the video was wrappped approriately. i am really dissapointed. still thinking if i will return the product and if they will accept it if i returned it

Never again, poor customer service, they don’t pay attention to the customers issues reported with their products, expensive items delivered without signature requirements, refunds policy not followed by CSR, I don’t recommend this site…

This was my first time ordering from Marc Jacobs online, and unfortunately, I was very let down by the packaging. I purchased a crossbody bag as a birthday gift for my daughter. Given the reputation of the brand, I expected a well-presented package—maybe branded tissue paper, a thank you card, or even a small gift bag.

Instead, it arrived in a black mailing envelope. The purse was simply wrapped in plastic, with a yellow Marc Jacobs envelope containing only the receipt. It didn’t feel like a luxury purchase at all. Even my husband asked if I had ordered from a fast fashion site like Shein.

The bag itself is nice, but the unboxing experience was underwhelming. I had to go out and buy my own tissue paper and gift bag to make it presentable for her birthday. That excitement and surprise I wanted for her just won’t be the same.

Really disappointing for such a well-known designer. I expected better.

I wish I had read these complaints before ordering my bag, ordered 08/07/2025 monies were taken 11/07/2025, order still not shipped. Emailed numerous times just get fobbed off, I called American customer services today and she just sent me same link they ignore. £225.00 wasted.

Will never order from Marc Jacob’s again.
I ordered a bag in the sale, it stated 3-4 days delivery, once placed I was advised it could be up to 7days until it’s dispatched.
It was eventually dispatched.
It never left the USA, it was 3 days and I tracked my order to find it stated the delivery was returned to sender. No updates given from Marc Jacob’s, I emailed and got an automatic reply stating if I still wanted the order I would need to order it again and it will be a couple of weeks for my refund, still had no idea why it was returned to sender. My address was all correct.
I had to raise a dispute with the bank who managed to get my money back the next day.
Rubbish customer service from Marc Jacob’s !