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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Reviews shaping this summary
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
Company replied
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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Replied to 97% of negative reviews
Typically replies within 1 week
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Absolutely shocking customer services
Absolutely shocking customer services - it's now been 4 weeks and no bag and no money back, I'm at a complete loss of how to get my money back from this company.
6 January 2026
Unprompted review
Reply from Longchamp
Dear Jane,
Thank you for taking the time to share your experience. We sincerely apologize for the delay in processing your refund.
We can see that your package is currently on its way back to the sender. Please be assured that we fully intended to issue your refund, however, we are waiting for it to return to the workshop.
Please also rest assured that your request is being taken into consideration and your refund will be triggered as soon as we received your parcel back.
We truly hope to provide you a more satisfying experience in the future.
Rania
Your Longchamp customer service
Excellent service
Excellent service
Professional and polite
Great personalised bag great value and quality
Thank you 🤩
3 February 2026
Unprompted review
Reply from Longchamp
Dear David,
Thank you very much for your wonderful feedback. We are delighted to hear that you were pleased with the quality of our service, as well as with your personalised bag.
Providing professional, attentive and courteous service is one of our top priorities, and knowing that your experience met your expectations is truly rewarding for our teams.
Thank you again for your trust. We look forward to assisting you again soon.
Rania
Your Longchamp customer service
Ordered a bag 12 Jan
Ordered a bag 12 Jan, got to UPS 15th Jan, thats when the problems started. UPS said it was missing "commercial invoice". Emailed longchamp who said would look into it and thats the only time I ever heard back from them. 2 weeks later and no bag, several ignored emails. So emailed everything to my credit card for a charge back and get refunded by credit card the next day. Do not buy from Longchamp, they dont reply to emails, they dont do anything for that matter. I will never ever try and buy from them again.
12 January 2026
Unprompted review
Reply from Longchamp
Dear Rob,
Thank you for taking the time to share your experience, and we are truly sorry for the difficulties you encountered with your shipment. We completely understand your frustration, especially given the lack of updates despite your follow‑up messages.
At Longchamp, our customer service handles every situation on an individual basis, and each case is reviewed with care. In your situation, an issue occurred during transport, and the parcel is currently being returned to the sender. This explains why you did not receive your order, but it does not reflect a refusal from our side to assist you.
Your refund will be triggered as soon as we received your parcel back.
We truly hope to provide you a more satisfying experience in the future.
Rania
Your Longchamp customer service
Liars that don't refund return
Liars with the worst customer service I have experienced in quite some time. Sent my order back in NOVEMBER, it's now February and I still haven't gotten my money back despite tracking indicating it was delivered. Was ensured solution by last week, and now went back on their words with no new deadline set. Filled in their courier claim form and everything. This is completely ILLEGAL and in breach of the Consumer Rights Act. You are not above the law Longchamp!! Will now lose more money by having to take legal steps against these fraudsters. Expected better from such a brand!
26 January 2026
Unprompted review
Reply from Longchamp
Hello Sanne,
We are sorry to read your review and understand your concerns.
We would like to clarify that UPS currently holds your return parcel. According to the information provided by UPS, the items were not returned inside the package. As a result, the return conditions are not fulfilled.
In these circumstances, and until the required items are actually returned, we are unfortunately unable to issue a refund.
Our team remains available should you need any further assistance or clarification.
Kind regards,
Longchamp Customer Service
I wish I read the review before ordering
I wish I read the review before ordering.
Ordered and provided my FULL delivery adddress. Sitting in a Warehouse in Ireland for over 10 days now. Longchamp did NOTHING to assist. UPS tracker kept saying I complete address provided which was untrue. Reading in one reviews, so many people have had the same complaint. I will be sending the bag back and not giving them my custom ever again
29 January 2026
Unprompted review
Reply from Longchamp
Dear Joanne,
Thank you for sharing your experience, and we are truly sorry for the difficulties you encountered with the delivery. We fully understand your disappointment, especially as the bag was meant to be a gift for your mother before her trip.
We can see that the parcel now appears as delivered, and we sincerely regret that the situation was not resolved sooner, preventing you from giving your gift in the conditions you had planned.
If you wish to return the item, we remain at your disposal to assist you and ensure the process goes smoothly.
We genuinely hope to regain your trust and offer you a more satisfying experience in the future.
Rania
Your Longchamp customer service
Longchamp & UPS are hopeless…
For what I consider to be a good quality product the customer service is practically non existent. Between them and their courier UPS it has taken me one month exactly to get a refund for an order I never received. I had to call Longchamp 11-12 times (they never called me) and rarely responded with bland platitudes about ‘processes’.
I spent hours of my time trying to get a resolution. Finally I made a complaint to PayPal and they refunded me automatically. Strangely that coincided with Longchamp miraculously finally confirming they could refund me…. Useless. They make you as the customer feel helpless and an inconsequential annoyance.
I would recommend buying Longchamp through a bona fide department store online or in person.
23 January 2026
Unprompted review
Reply from Longchamp
Dear Lajla,
Thank you for taking the time to share your experience, and we are truly sorry for the difficulties you encountered.
We completely understand your frustration, especially since you never received your order. After you opened a PayPal dispute, your case was processed and you were fully refunded.
Unfortunately, your parcel was lost during transit. Although such situations remain rare, they can unfortunately happen, and we sincerely regret that this occurred in your case.
The investigation carried out with the carrier took longer than expected, and we are sorry if this delay gave the impression of insufficient follow‑up. We treat each case with the utmost care in order to provide a precise and complete response, but we recognize that the process should have been smoother for you.
We apologize once again for the inconvenience caused and thank you for sharing your feedback, which helps us continuously improve the quality of our service.
Rania
Your Longchamp customer service
Great service at Longchamp Amsterdam!
I recently bought a bag strap but decided I wanted a different color. I visited the Amsterdam store and was assisted by a very friendly staff member. The return process was completely hassle-free. Since the color I wanted wasn't in stock, they ordered it for me online right away. It was delivered to my home shortly after. Very satisfied with the smooth service!
16 January 2026
Unprompted review
Reply from Longchamp
Dear Ceylan,
Thank you so much for sharing your lovely experience. We’re delighted to hear that the return and exchange of your bag strap went so smoothly and that our ambassador in the Amsterdam store assisted you with such kindness.
We will make sure to pass on your wonderful feedback to the Amsterdam team it will mean a lot to them.
We’re very happy that you’re satisfied with the service and your new strap. We sincerly thank you for your trust.
Rania
Your Longchamp customer service
Awful packaging
Just received my custom la pliage original L travel bag, packaging leaves a lot to be desired!!
22 January 2026
Unprompted review
Reply from Longchamp
Dear Dee,
We are sincerely sorry to hear that the packaging of your custom Le Pliage Original travel bag did not meet your expectations.
The presentation of our products is an important part of the Longchamp experience, especially for a personalised item, and we understand your disappointment. Please rest assured that your comment has been shared with the relevant teams so we can continue to improve the quality of our service.
We hope this will not affect your overall enjoyment of your new bag, and we remain at your disposal should you need any further assistance.
Rania
Your Longchamp Customer Service
Don't buy Longchamps
I would warn anybody thinking of buying from Longchamps to think twice. They do not support their products as a high end producer should. We had a bag, under 12 months old and the zip broke. After lots of correspondence I was told they cannot repair the item in the foreseeable future so I would have to wait until they can. My requests for a refund, exchange or even a third party repair were totally ignored. Shocking customer care.
20 January 2026
Unprompted review
Reply from Longchamp
Dear Paul,
We are sincerely sorry to read your frustration regarding the zipper on your bag, especially since it is less than 12 months old.
Please rest assured that the zipper can be repaired. Our customer service team will contact you and let you know which boutique you can visit to have the repair carried out.
We are truly sorry for the inconvenience caused and thank you for taking the time to share your feedback.
Rania
Your Longchamp customer service
Was a long time Longchamp FAN until now. Not worth it.
I have been long time Longchamp customer. I bought over 20 Longchamp bags from the le pliage line to the different leather lines. I am truly disappointed by their warranty on their products. I bought a leather crossbody bag in March 2025. By Dec 2025, I have used it about 15 times and I have noticed a ripped in the design of the bag clasp. This is due to a design flaw as the metal magnetic clasp behind the lining didn't have another piece of fabric to protect the lining and therefore, ripped the lining after repeatedly opening and closing the magnetic clasp. Long story short, Longchamp customer service did not respond in the matter professionally. They did not stand behind their product. Not being able to repair, not being able to replace the product, nor provide any compensation. This lightly used 9 months old bag should not have such an defective issue, especially when it has only been used for 15 times.
I absolutely agree with the other reviewer:
one of the most disappointing and disrespectful companies I’ve ever dealt with. The way they handle issues, defects, and customer concerns is downright shocking — and absolutely not what you would expect from a so-called “luxury” brand.
When something goes wrong with their product, Longchamp does everything EXCEPT take responsibility. Instead of professionalism, they use delay tactics, excuses, and complete silence.
Because of this experience, I have returned 5 new Longchamp items I bought over the Christmas as gifts for my family. Spend money elsewhere when there is absolutely no guarantee/warranties on their products.
19 January 2026
Unprompted review
Reply from Longchamp
Hello Wendy,
Thank you for bringing this to our attention. We’re truly sorry to hear about your disappointment with the outcome of your repair request. We understand how frustrating it can be to learn that an item cannot be repaired.
After carefully reviewing the photos provided, our Repairs team determined that the item was unfortunately not repairable. We shared this update within our standard timeframe and in accordance with our return and repair policy. That said, we never want a customer to feel let down, and we sincerely regret any inconvenience or frustration this experience may have caused.
Your feedback is important to us, and we appreciate you taking the time to share it.
Respectfully,
Rania
Your Longchamp customer service
I AM A SEVERELY DISABLED HOUSBOUND WIDOWED PENSIONER AND AM DISGUSTED WITH THE QUALITY OF MY LONGCHAMP BAG
I AM A SEVERELY HOUSEBOUND DISABLED LADY AND HAVE A HANDBAG SHOPPING ADDICTION. I HAVE BOUGHT SEVERAL LONGCHAMP PLIAGE ORIGINAL TOTE BAGS IN VARIOUS COLOURS AND SIZES. I HAVE ALWAYS BEEN VERY IMPRESSED WITH THEIR COLOURS, VARIOUS STYLES AND QUALITY. (OR SO I THOUGHT). HOWEVER, DUE TO THE RECENT PASSING OF MY HUSBAND OF 40 YEARS FROM STAGE 4C CANCER, I HAD TO TRAVEL TO IRELAND WITH MY CARER FOR MY ELDERLY MOTHER'S FUNERAL. I USED ONE OF MY LONGCHAMP TOTE BAGS, WHICH HAS ALWAYS BEEN LOOKED AFTER AND i HAVE HARDLY USED DUE TO BEING HOUSEBOUND. THEREFORE MY BAG WAS IN A VERY GOOD CONDITION. I USED THE TOTE BAG DURING MY 5 DAY STAY TO CARRY MY PERSONAL BELONGINGS, ESSENTIAL MEDICATION AND PASSPORT ETC IN. HOWEVER I AM DISGUSTED AT THE 'WEAR N TEAR' OF MY BAG AND THE VERY POOR QUALITY OF THE FABRIC, WHICH AFTER MY 5 DAY USAGE, SEEMS TO HAVE 'BUBBLED UP' AND NOW LOOKS VERY SHABBY!! I GOT CAUGHT IN THE RAIN ONCE AS I GOT INTO MY HIRE CAR AND AM FLABBERGASTED AT THE POOR QUALITY OF THIS BAG. SO MUCH SO I AM NO LONGER WILLING TO TAKE IT SHOPPING, NOR AM I WILLING TO TAKE MY OTHER LONGCHAMP BAGS OUT. I AM ALSO DISAPPOINTED WITH THIS COMPANYS CUSTOMER SERVICE.
4 December 2025
Unprompted review
Reply from Longchamp
Dear Madam,
Thank you very much for taking the time to share your experience with us.
First, we are truly sorry to read about the recent loss of your husband and the difficult circumstances you have been facing. Please accept our deepest condolences.
Regarding your Longchamp tote bag, we sincerely regret that the condition of the material has not met your expectations. This is not the experience we want for any of our customers, especially someone who has been loyal to the brand for so many years.
In order for us to help you properly, we would be grateful if you could contact our Customer Care team directly with a photo of the issue and the details of your purchase. Our teams will be happy to review your bag and assess the best possible solution for you.
We truly appreciate your trust in Longchamp, and we would like the opportunity to restore your confidence in our products and service.
Warm regards,
Rania
Your Longchamp customer service
Le Pliage rucksack never arrived in time
I ordered a Le Pliage rucksack on their website on the 3rd of January 2026 as a birthday present for a family member. They confirmed delivery between 5th and 7th of January 2026. The birthday has long gone but we are still waiting for the rucksack. After several phone calls and emails I always get the same response that they aim to offer a great and satisfactory customer service which unfortunately I have not been given, In my last telephone conversation on the 12th of January and an email on the 13th I now have asked for a refund. Apparently customer service is not authorised to give me my refund , it is only the logistic department who can do this. I have had no contact whatsoever with that department. They did not phone me or haven contacted me by email. I contacted PayPal now to claim my refund and hopefully they can help.
I am utterly fed up with this ongoing problem and I promise I will never use this company ever again !!!!
19 January 2026
Unprompted review
Reply from Longchamp
Dear Monika,
We are sincerely sorry for the inconvenience you experienced and for the delay in receiving your order.
We understand how frustrating this situation has been, especially as the item was meant to be a birthday gift. Please rest assured that our intention was never to leave you without clear information. We were conducting an internal investigation to gather all the necessary details regarding your parcel before providing you with a definitive and adequate response.
We confirm that the PayPal dispute you opened has now been fully resolved, and you have been refunded. We regret that the process took longer than expected and apologise for the lack of clarity and the inconvenience this may have caused.
We thank you for your patience and are truly sorry that your experience did not meet the level of service we aim to provide.
Rania
Your Longchamp customer service
Bag never arrived!
On the 6th January I placed/paid for my daughter’s 16th birthday gift AND LONGCHAMP has managed to ruin the surprise! No updates, no answer, very disappointed with the service provided this far. Unless you are at the shop, do not buy online. They claim to use UPS and updates are very poorly!
6 January 2026
Unprompted review
Reply from Longchamp
Dear Leticia,
We are very sorry to hear that your order for your daughter's birthday could not be delivered as planned. We completely understand your disappointment, especially for such a special occasion.
After checking, your package has been returned to the Westfield store and we are happy to hear that you plan to pick it up there. The team will be happy to assist you with your purchase.
We apologize again for the lack of tracking updates. We sincerely thank you for your patience and remain at your disposal if you need anything before or after your visit to the store.
Rania
Your Longchamp Customer Service
The shipping time is wrong on the website
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 get it from france to sweden which is ridiculous. Customer service seems not to be willing to read emails. Have to order the bag fron NK instead .
15 January 2026
Unprompted review
Reply from Longchamp
Hello,
Thank you for sharing your feedback with us, and we are truly sorry to hear about your experience. We fully understand how frustrating delivery delays can be, especially when the estimated shipping time does not match what was expected.
We appreciate your feedback regarding the delivery timeline, and we are sorry that the estimated shipping time did not match your experience. Thank you for bringing this to our attention — we will make sure your comment is shared internally so we can improve the information displayed on our website.
We are also sorry to hear that you felt your emails were not fully acknowledged. This is certainly not the level of attention we aim to provide, and we sincerely apologize if your experience fell short of the service we strive to deliver.
Thank you again for taking the time to bring this to our attention. Your feedback helps us improve, and we hope you will give us another opportunity in the future to offer you a smoother and more satisfying experience.
Rania
Your Longchamp customer service
The legend says the bag is still travelling through France
Ordered my bag 10 days ago and its still traveling THROUGH France for 7 days straight now. What a dissapointment from such a high end brand.
10 January 2026
Unprompted review
Reply from Longchamp
Hello Sandra,
We are sincerely sorry to hear about your frustration and fully understand your dissatisfaction with the delay in your order.
Unfortunately, we have experienced transportation delays due to weather conditions. The estimated delivery date is January 16.
We remain at your disposal should you need other information regarding your delivery.
Looking forward to reading you,
Rania
Your Longchamp Customer Service
Longchamp Tote bag
I ordered this specifically as a birthday gift and Longchamp completely failed to deliver it on the promised date. Because of their delay, I had nothing to give on her birthday, which defeats the entire purpose of ordering a gift in advance.
For a brand that positions itself as premium, this level of service is unacceptable. Missed delivery, poor reliability, and no accountability. If you cannot meet your own delivery commitments, don’t make them.
This experience caused unnecessary stress and disappointment. I will think twice before ordering again.
9 January 2026
Unprompted review
Reply from Longchamp
Hello,
First of all, we would like to thank you for choosing Longchamp for your gift.
We are truly sorry that it did not arrive in time for the birthday, which we completely understand. Unfortunately, delays can sometimes occur with carriers, but please rest assured that we always do everything we can to find solution.
We regret that this experience did not meet your expectations and remain at your full disposal should you need any further need.
Rania
Your Longchamp Customer Service
Order 1768385
Nothing good to say about this company. My first order with them, and their courier loses my return in transit.
Despite this being a breach of the Consumer Rights Act, Longchamp are withholding my refund until I fill in a form which will allow them to obtain compensation from the courier.
I refuse to be complicit in this as this is against the law.
I have opened a small claims court case and will take great delight in charging interest plus court fees as the actions they are taking are illegal.
6 January 2026
Unprompted review
Reply from Longchamp
Hello Holly,
We are sincerely sorry to hear about your frustration and fully understand your dissatisfaction with the delay in your refund.
We are willing to process your request; however, we are missing the mandatory documents required to confirm that your order was posted and subsequently lost, which are necessary to approve your refund. Please rest assured that this procedure is in accordance with our terms and conditions.
We remain at your disposal and hope to assist you as quickly as possible.
Looking forward to reading you,
Rania
Your Longchamp Customer Service
Content buyer
Received early access for the sale and there was sufficient stock and models to choose from. Very happy with the purchase and swift delivery. Quality of their products are impeccable.
24 December 2025
Unprompted review
Reply from Longchamp
Thank you Wing-Man Chan, happy that you could benefit from our VIC sales. See you soon on Longchamp.com. Julie
Great bag and one very excited…
Great bag and one very excited Granddaughter. What a Christmas Gift. Thanks you.
25 December 2025
Unprompted review
Reply from Longchamp
Dear Pamela Maynard,
Thank you very much for your kind words.
We are delighted to hear that the bag brought so much joy to your granddaughter and made for a special Christmas gift.
At Longchamp, we truly value creating meaningful moments through our creations, and your feedback means a great deal to us.
See you soon at Longchamp,
Olufunmi
Longchamp Customer Service
Order no 1808090 lost in limbo 20 days ago
Order no 1808090.
Awful this company who sells false luxury….
I’ve made an order on day 5th and I had to leave country so parcel was never collected.
Today 26th I’ve got no money back.
Item on the website is still showing as shipped and my £115 stills in limbo.
I bought another item and item came faulty…I sent it back and arrived 2 days ago and still not email confirmation I’ll receive my money from this other item soon.
Im never buying again from this brand!
I’m going to contact Citizens Advice and my bank asap.
Don’t buy!! It’s one of the most unprofessional and shady brands I’ve met here in UK.
26 December 2025
Unprompted review
Reply from Longchamp
Dear Angela,
Thank you for taking the time to share your feedback.
We are truly sorry to read about the frustration this situation has caused and fully understand your concerns.
As already explained by our customer service team, we can confirm that both of your returned orders have been received. Your refund is currently being processed.
Please note that once a return has been received, refunds may take up to 14 working days, depending on banking processing times. We appreciate that waiting can be stressful and apologise for the inconvenience this delay may cause.
Thank you sincerely for your patience and understanding while this is being finalised.
See you soon at Longchamp,
Olufunmi
Longchamp Customer Service
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