I made the choice to purchase a bag as a gift. Placing the order was easy and the bag arrived quickly. However it is faulty. There is a hole in it and stiching loose all over it. I have sent multiple... 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
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
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
FRUSTRATING EXPERIENCE!! Order #W46509 I was very excited to purchase my first Polène bag, but I’m disappointed with the order processing so far. It’s been over 48 hours since I placed my ord... 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 90% of negative reviews
Typically replies within 1 week
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Sculptural and Artistic…
after Wirecutter said a teriffic bag decided to take a look cause don’t always agree with them .. but this bag is divine in so many ways.. leather beautiful can change shape by pushing in sides making it so sculptural.. love that not too structured…just throw in glasses/ phone makeup keep credit cards and lipstick in case.. overwhelmingly happy with mini
3 July 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your thoughtful review.
We are truly pleased to hear that your bag has met your expectations, and we hope you continue to enjoy it every day.
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 hear that you are enjoying your bag and sincerely hope it brings you lasting pleasure for many years to come.
Have a lovely day,
Polène
Order delay with no response
My order D257920 was made on July, 16, it wasn’t a preorder. Not a single update about the order ever since. My emails are unanswered.
I have 2 bags by Polene so far, and a number of rings. Such a situation happens to me for the first time.
Shameful decision obviously made by the company- to stay silent although obviously the problem is massive and needs a public clarification announcement.
Reputational damage will be irreparable to me.
However, I need urgent updates regarding my order money for which were fully taken.
26 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We sincerely apologize for the delay and for the inconvenience this situation has caused.
We understand your concern, especially given your previous experiences with our brand. Please rest assured that our teams are doing their utmost to provide timely responses and updates regarding your order as quickly as possible.
We sincerely appreciate your patience and understanding. Thank you for taking the time to share your experience and your feedback with us.
Have a lovely day,
Polène
Order status is stuck on preparation
I placed my order on July 21 for an item that was clearly listed as in stock, not a preorder. Since then, my order has been stuck in “Preparation” with absolutely no progress or updates.
I’ve sent multiple emails to customer service, all of which have been completely ignored. I’ve also tried contacting them through social media, and those messages have been ignored as well.
For a brand that positions itself as a premium luxury company, this level of customer service is unacceptable. If an item isn’t actually in stock, customers should be informed instead of being left waiting indefinitely with no communication.
Extremely disappointing experience. I cannot recommend ordering from Polene unless you’re prepared for poor communication and no transparency regarding your order.
Writing my comment 27.07.2026
==== UPD
30.07.2026 I've got my tracking number today from DHL
I'll update here after i receive my order
21 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We sincerely apologize for the delay and the inconvenience caused.
Please rest assured that our teams are doing their utmost to provide timely responses and updates regarding your order as quickly as possible.
We sincerely appreciate your patience and understanding, and thank you for taking the time to share your experience.
Have a lovely day,
Polène
Everything was perfect
11 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your kind review and for choosing Polène.
We are so pleased to know that you are enjoying your bag, and we hope it accompanies you through many wonderful moments.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you for taking the time to share your feedback.
It is a pleasure to know that your bag has met your expectations. We hope you enjoy carrying it for years to come.
Have a lovely day,
Polène
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
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