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
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Review summary
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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 no... 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 92% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
This is a joke!!!
This is a joke!!!! I would never expect to be treated like this from a brand like Polene!
They have the audacity to charge you €9 for a 5 working day delivery time frame and then completely ghost you!!!!
I placed my order on 18/7/2026 and the only email I have received was the confirmation email. Absolutely no way of contacting their customer service (if there’s any)!!!!! Chatting to the the stupid AI makes my blood boil!!!
Tried to cancel the payment but they were too quick to take it on the day.
🤮 DISGUSTING 🤢
GET YOUR S*IT TOGETHER!!!!!!!
18 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We sincerely apologize for the delay and the inconvenience this situation has caused.
To help us locate your order and ensure your request is escalated as quickly as possible, we have sent you an information request form. As soon as we receive the requested details, we will prioritize your case and provide you with an update as soon as possible.
Thank you for your patience and understanding.
Have a lovely day,
Polène
Very disappointing experience so far
Very disappointing experience so far. I placed my order on 17 July for an item that was clearly marked as in stock with an estimated shipping time of 5 business days. More than a week later, the order is still stuck at “Preparing Shipment” with no updates and no response from customer service. Judging by the many similar reviews, this seems to be a recurring issue. A premium brand should offer premium customer service. E307895
26 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.
We understand your disappointment, particularly given the estimated shipping timeframe and the lack of communication you have experienced. 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.
Have a lovely day,
Polène
I am extremely disappointed
I am extremely disappointed with my experience with Polène.
Last week, I placed a high-value order for two items that were clearly listed as in stock and not on pre-order. The order confirmation stated that delivery would take approximately 5 business days, but that deadline has already passed and I have received no update regarding my order.
What is even more frustrating is the complete lack of communication. I have sent several emails asking for information and assistance, yet I have not received a single response. For a brand that presents itself as a premium luxury company, this level of customer service is unacceptable.
When customers spend a significant amount of money on two items, they expect at least basic communication and support. There is no customer service phone number available either, which means there is no direct way to contact anyone when a problem occurs.
16 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We sincerely apologize for the delay and the inconvenience this situation has caused.
To help us locate your order and ensure your request is escalated as quickly as possible, we have sent you an information request form. As soon as we receive the requested details, we will prioritize your case and provide you with an update as soon as possible.
Thank you for your patience and understanding.
Have a lovely day,
Polène
DONT BUY ANYTHING ONLINE!!!
I can only confirm the TERRIBLE EXPERIENCE of the majority here on Trustpilot. Placed an order (D258042) for a gift for my wife's birthday, trusting their guaranty of delivery within 5 days and nothing happened (besides taking my money). No update, zero reactions to my mails, facebook and instagram messages. It's 12 days now. DONT TRUST OR BUY ANYTHING ONLINE from this company!!!! CHECK also the current comments of Polène's fb/Instagram posts, its full of similar complaints. It's unbelievable and scandalous for such a brand who claims to be in the luxury business.
25 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, especially as it was intended as a gift for an important occasion.
We understand your disappointment and frustration regarding the delay and the difficulties you have encountered when trying to contact our Customer Service team. 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 during this time.
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
Terrible customer service and communication
I placed an order on 16 July with a promised delivery time of 5 working days. Since then, I have only received the order confirmation email. There have been no updates on the status of my order, no shipping information, and no response from customer service despite contacting them.
The complete lack of communication is extremely disappointing. After reading many similar reviews from other customers, I have now requested the cancellation of my order and a full refund. Still no reply.
Based on my experience, I cannot recommend purchasing from Polène until they significantly improve their customer service and communication.
25 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, especially when your order was placed with an expected delivery timeframe. 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 more than 10 days…
I placed an order more than 10 days ago, and it still hasn't been shipped, even though it said delivery would be within 5 days. I tried contacting the brand, but they only have a virtual assistant that provides no helpful answers.
15 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.
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
1 star is way too much… am absolutely…
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. It is unacceptable to charge customers a premium for shipping and then fail to meet your own deadlines. Between the high price of the bags and the paid shipping, I expected much better service. I would not recommend ordering online if you need your items by a specific date."
20 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to learn about your disappointment and regret that your delivery experience did not meet your expectations.
We understand your frustration, especially when an order is placed with a specific delivery timeframe in mind. 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 assist our clients, review each request with the greatest care, and provide responses as promptly as possible.
We sincerely appreciate your patience and understanding. Your feedback regarding the delivery experience has been shared with our teams as part of our ongoing commitment to improving the service we offer our clients.
Thank you for taking the time to share your experience.
Have a lovely day,
Polène
Order has not shipped!
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. Not normal at all.
Edit: No sincere compensation regarding paid shipping fee, but order has been delivered.
24 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.
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
UNPROFESSIONAL
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 the AI CHATBOT. Live chat shut down, number cannot reach anyone. Write on IG chat and FB chat also no responses
24 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.
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.
Have a lovely day,
Polène
First and last time buyer
First and last time buyer.
Bought a bag a bag July 19th. Still no news, no nothing, the bag should be in my hands already.
This is unbelievable.
First time - last time.
15 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.
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
Ordered a bag over 5 working days ago…
Ordered a bag over 5 working days ago and still haven’t received a dispatch email. I have contacted customer service a number of times with no one getting back to me. At this point I don’t want the bag but a refund instead. Extremely unhappy.
17 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.
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 during this time. 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’m extremely disappointed with my…
I’m extremely disappointed with my experience this time. I placed my order on 16 July (Order X139572), and it’s now been exactly a week. I know that may not seem like a long time compared to some of the reviews I’ve seen, but this isn’t my first order with Polène. My previous orders were processed and shipped much more quickly, so this delay is unusual.
My order is still stuck on “Preparing shipment” with no updates whatsoever. What’s even more frustrating is the lack of customer service. I’ve reached out multiple times, but all I’ve received are automated responses with no actual update or explanation.
I expected much better from a brand like Polène, especially as a returning customer. Better communication and transparency would go a long way. At the moment, I’m left feeling ignored and disappointed.
16 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, especially as a returning client.
We understand your disappointment and appreciate that your previous experiences with Polène set a different expectation. 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 my order on July 16 and…
I placed my order on July 16 and received an order confirmation the same day. Since then, I have received no updates whatsoever regarding the status or shipment of my order.
I have contacted customer service multiple times but have not received any response. It is very disappointing to spend a significant amount of money on a product and then be left without any communication.
Good customer service is just as important as the product itself. Unfortunately, my experience so far has been very poor, and I cannot recommend ordering from this brand unless their communication and support improve.
23 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 and the difficulties you have encountered when contacting our Customer Service team.
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
Order number X140052
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 waiting to hear back.
18 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.
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
Do not buy from this company
Do not buy from this company. I tried to reach customer service through email, chat, instagram and they literally do not respond. I placed an order online and my order has still not shipped and I get no replies from customer service. These bags are not cheap and based on the customer service, I will never buy one again. I would recommend buying a Teddy Blake handbag instead. They have excellent customer service, respond quickly. Teddy Blake bags are excellent quality! Shop Teddy Blake and avoid Polene Paris!
20 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to learn about your experience and regret the disappointment this situation has caused.
This 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 during this time.
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
Eventually Resolved, But the Process Was Needlessly Stressful
After a week and a half of stress and answering additional questions on Trustpilot, my order was finally shipped.
I also received a link from Polène that allowed me to track the progress of my order, showing when it was being prepared, packed, and so on. My issue has therefore been resolved.
However, after reading many other reviews, I can’t help but feel that the company only takes action once a negative review is posted here, and that doesn’t reflect well on their customer service.
I completely understand that delays can happen. But if someone from Polène is reading this, could you please provide customers with the order status link as soon as an order is placed? It would save people a lot of unnecessary stress. Even if preparing an order takes longer than expected, customers would at least know what stage their order is at instead of being left in the dark.
—————
I’m so mad at myself for not checking the reviews before ordering. I placed my order on July 18, and the estimated delivery time was 5 business days.
Their chatbot says that all orders are shipped within 48 hours and that if you don’t receive any update, you should contact customer service. The problem is that the only way to reach them is by email, and after sending one, I only received an automatic reply saying they’re extremely busy.
It’s disappointing that a premium company can’t even keep customers informed about the status of such expensive orders. After looking at their Instagram, I realized that many other people are experiencing the same issue and are also trying to get answers.
At this point, I’m feeling hopeless and honestly starting to worry that this is some kind of very expensive scam. I used to love their bags so much, but this experience has completely changed my impression of the brand.
18 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We sincerely apologize for the delay and the inconvenience caused during this process.
We understand your disappointment and the frustration this situation may have caused. We truly appreciate your patience and understanding.
Despite these difficulties, we sincerely hope that you are now enjoying your bag and that it meets your expectations.
Thank you for taking the time to share your feedback with us.
Have a lovely day,
Polène
Extremely disappointed with Polène’s…
Extremely disappointed with Polène’s customer service.
I placed an order, the payment was charged to my credit card, but I never even received an order confirmation email. Since then, I have sent several emails and tried contacting Polène through different channels, but I have received no response whatsoever.
I honestly don’t understand how a brand with such a reputation can treat its customers like this. The most frustrating part isn’t even the delay. it’s the complete lack of communication. A simple reply explaining the situation would have been enough.
At this point, I’m left wondering: am I going to lose both my bag and my money?
I sincerely hope this issue is resolved as soon as possible.
18 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to learn about your experience and regret the concern and frustration this situation has caused.
This 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 during this time.
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 concerns.
Have a lovely day,
Polène
Preorder Bag Never Came
I preordered a cyme mini raffia bag in June that was supposed to be shipped out on 10 July. However up until today I received no update about my order. I emailed customer service about it and they said the first order will be shipped out end of August and I am welcome to cancel the order if I don’t want to wait any longer. So I proceed with wanting a cancellation, but I’ve been put through AI generated customer service that won’t allow me to cancel due to how long ago the order has been placed. Very unhelpful and annoying. Would not recommend to anyone who are thinking of preordering a bag from Polene.
21 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to learn about your experience and regret the disappointment this situation has caused.
This 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
The worse ever buying experience - and not neven capable of making amend properly. Never again.
The worse "costumer service" & buying experience: a real scam.
UPDATE TO MY REVIEW
My order does not appear in my Polène account, though my credit card was debited and I received email confirmation of the order. The email indicated that shipping should take place within 5 days, but as the order is not recorded in my account it is impossible to see the progresses. I tried to contact the customer service to enquire when the item would enventually be shipped, ended up exchanging emails with Pia, the AI assistant in a completely useless and frustrating exchange.
Considering the prices of their products, I would have expected a more professional and serious service.
As things stand, I will certainly not buy Polène items again.
Reading the comments of other clients, all the elements of a scam are there, including the standard AI replies, defective products that are not replaced and lack of reimbursement.
I've requested PayPal to proceed with the reimbursement.
UPDATE:
On 28 July Polene iformed PayPal that the shipment was underway, however, in parallel they sent me the followong email:
"Dear Madam, Sir,
We would like to inform you that the shipment of your order is currently experiencing a slight delay.
We sincerely apologize for the inconvenience and are doing everything we can to ensure your parcel is dispatched as soon as possible.
Please rest assured that your order is being carefully prepared and will be shipped shortly.
Once your parcel has been dispatched, you will receive an email from DHL allowing you to customize your delivery if needed. You will be able to update your delivery address if you are away, request DHL to hold your parcel temporarily, or choose delivery to a DHL Service Point for added convenience.
Thank you for your patience and understanding. Should you have any questions, please do not hesitate to contact us.
Kind regards,
Polène"
Yet again no shipment and yet again an AI generated. Clearly there is no human-manned client service.
I am now filing a complain with the Consumer Protection services.
UPDATE
Finally a reaction from Polène - again AI generate, I suspect. The item has, allegedly, been sent far too late to be of any use.
Besides being incapable of managing orders, they can't even make amend properly.
Such an experienxe, never again.
18 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to learn about your experience and regret the frustration this situation has caused.
We would like to confirm that there is indeed a slight delay affecting the shipment of your order. Our teams are doing their utmost to prepare and dispatch every order as quickly as possible, while maintaining the level of care and quality we strive to provide. We sincerely apologise for the inconvenience and thank you for your patience and understanding during this time.
Your feedback has been shared with our teams as part of our ongoing commitment to improving the experience we offer our clients.
Have a lovely day,
Polène
I ordered a bag for my wife’s birthday…
I ordered a bag for my wife’s birthday as a preorder with a delivery date of the 10th July. The date came and went with nothing being sent and no email notification. I spent the next week talking to customer service and being reassured that the bag would ship shortly. It’s now the day before my wife’s birthday (22nd July) and still nothing. The communication from Polene has been terrible. Clearly happy to take money for future orders with no idea when they will be able to fulfill them. Be careful when ordering anything as their delivery promises are not kept. I had to fight with them for days just to get the delivery refunded. Really poor customer service from a brand that position themselves as luxury. My experience has been anything but.
10 July 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to learn about your experience and regret that your order did not arrive in time for such an important occasion. We understand how disappointing this must have been.
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 throughout this process.
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 it.
Have a lovely day,
Polène
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