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 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.
Reply from Polène Paris
Hello,
Thank you very much for taking the time to share your experience.
We are delighted to know that your Polène creation has met your expectations. Your trust and your kind words are sincerely appreciated and encourage us to continue offering the highest standards of quality and care.
We hope you enjoy your creation for many years to come.
Have a lovely day,
Polène
Enthusiastic Polène owner!
I now own two Polène bags and both are beautifully made. The designs are elegant and unique, the craftsmanship perfect. I've heard Polène bags described as premium quality at a fair mid‑tier price, and this is exactly right. Shipping was fast and the bags came well presented. I’m very impressed and already plan to buy my next bag this coming autumn.
24 May 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your positive feedback.
It is always a pleasure to know that our creations have met our clients' expectations. We greatly appreciate your support and thank you for taking the time to share your experience with Maison Polène.
Have a lovely day,
Polène
I loved it
I loved it
It’s amazing quality
I just didn’t realize how peach it looked
16 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your kind review.
We are truly grateful for your trust and delighted that your experience has been a positive one. We hope your Polène creation will continue to bring you lasting enjoyment.
Have a lovely day,
Polène
It was a very easy purchase
It was a very easy purchase, the delivery was fast and the beautiful purse was well packages. Thank you!!
17 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for sharing your experience.
We sincerely appreciate your confidence in Maison Polène and are pleased to know that your expectations have been fulfilled. Your satisfaction is a wonderful reward for our teams.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you very much for your encouraging words.
We are delighted to know that your experience met your expectations. Every message we receive is greatly valued and inspires our teams to continue offering the finest experience possible.
Have a lovely day,
Polène
This is my third purchase
This is my third purchase. I just love the quality of each piece and the price is amazing! Thank You!!
18 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your generous review.
We are honoured to count you among the clients of Maison Polène and truly appreciate the time you took to share your experience. We hope your creation will accompany you through many memorable moments.
Have a lovely day,
Polène
You guys took my case seriously and…
You guys took my case seriously and felt very seen. Which is not something I heard from other customers, that's why I was relieved :)
15 May 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for taking the time to share your experience with us.
We are truly grateful for your kind words and are pleased to know that you felt heard and supported throughout the process. Providing attentive and thoughtful assistance to each of our clients is very important to us, and we are glad that our team was able to offer the care and attention you deserved.
Thank you again for your trust and for sharing your feedback with us.
Have a lovely day,
Polène
Perfect as always the package
Perfect as always the package, the delivery time was excellent, everything went smoothly
8 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your lovely review.
It is a pleasure to know that your experience with Polène has been a positive one. Your trust is invaluable to us, and we are grateful that you chose one of our creations.
Have a lovely day,
Polène
Horrible customer service
The customer service is horrible. For a product that markets itself as "luxury", their service is hardly basic. I went there with my wife and kids, when asked for some water for my kids, I was told "water will be served after you purchase". That alone should be good enough to tell you what you need to know about its brand. Needless to say, never buying polene again. If you cannot even have the courtesy to offer water to kids, you dont deserve any business.
24 June 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to read about your experience and regret that your visit left you with such a negative impression. We understand your disappointment, particularly regarding the interaction you describe, as this is not the experience we strive to provide.
We would greatly appreciate the opportunity to learn more about what happened. If you are willing, please contact us at contact@polene-paris.com so that our team can look into your experience more closely.
We hope to have the opportunity to restore your confidence and provide you with a more positive experience in the future.
Have a lovely day,
Polène
The delivery was without any problem.
The delivery was without any complications. The purchasing process was also easy.
4 May 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your thoughtful feedback.
We are delighted to know that your experience has reflected the quality and care that guide our Maison. Your confidence in Polène is greatly appreciated, and we thank you for sharing your impressions.
Have a lovely day,
Polène
Good bag but terrible refund process
I ordered a handbag from online and received it from Polene quite quickly. Upon opening the package, the bag was well constructed but wasn’t something I like. It just wasn’t what I expected from just looking at the pictures online. So I went ahead to do the return online and after waiting for more than 15 business days, my refund is still not processed. I reached out to them twice and it’s still not progress to the return. I am disappointed at their customer service. I will not be shopping at Polene again.
24 June 2026
Unprompted review
Reply from Polène Paris
Hello,
We’re sincerely sorry to hear that your experience did not meet your expectations. While we’re pleased your order arrived promptly, we understand how disappointing it is when a product isn’t quite what you had envisioned, and even more so when the return process takes longer than expected.
Our Customer Service team is doing everything possible to respond as promptly as they can and remains fully mobilised to assist you until your return has been completed and your refund processed. We truly regret the delay and the frustration it has caused.
Thank you for taking the time to share your feedback. We hope to have the opportunity to provide you with a smoother experience in the future.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you very much for your wonderful review.
Your kind words are sincerely appreciated and serve as a wonderful source of encouragement for everyone at Maison Polène. We hope your creation continues to bring you joy for many years to come.
Have a lovely day,
Polène
Even Better in Person!
The website was so easy to navigate, but the real highlight of my experience is the bag itself. I was honestly not ready for it to be THAT beautiful in person! The leather, the architecture of the shape, the color, the design—everything about this bag is absolutely stunning. I am so excited about it and want to take it out every single night!
5 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for taking the time to share your experience with us.
We are grateful for your confidence in Maison Polène and are pleased to know that your creation has brought you satisfaction. Your support means a great deal to our teams.
Have a lovely day,
Polène
The delivery was so safe and in time
The delivery was so safe and in time. and my partner was so very happy about the bag. we love your bags. we are looking forward to purchase a purse or wallet to match the bag. Highly recommended.
17 April 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your kind review.
We are delighted that your experience with Maison Polène has met your expectations. Your trust and thoughtful feedback are truly appreciated and encourage us to continue creating pieces that will accompany you over time.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you for your wonderful feedback.
We are honoured that you chose Maison Polène and are delighted to know that your experience has brought you satisfaction. Your kind words are deeply appreciated and inspire us to continue offering the level of quality and care our clients expect.
We wish you many years of enjoyment with your Polène creation.
Have a lovely day,
Polène
Good Customer Service, but Product Quality Concerns
Overall, my experience with Polène has been positive, but there is room for improvement.
I was disappointed with the quality and structure of the Numéro Un Nano I received, as it appeared noticeably different from another bag of the same model that I already own. This led me to request a return.
What could be improved is the initial response time and communication during the first stages of the process. Waiting for updates created some uncertainty.
On the positive side, once my case was reviewed, your team was professional, courteous, and helpful. The return process was straightforward, the DHL return label was provided promptly, and I appreciated the follow-up regarding my return.
At the time of writing this feedback, I am still awaiting my refund. However, I understand that the refund is being processed and that the timeframe communicated by Polène has not yet elapsed.
Thank you for handling my case professionally. I hope this feedback helps improve the customer experience in the future.
2 May 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for taking the time to share such a thoughtful review. We are sorry to hear that your initial experience was not entirely in line with your expectations, particularly regarding the concerns you noticed with your Numéro Un Nano and the first stages of communication.
Please be assured that your refund request has been escalated and has been taken charge of by our Customer Service team, who remain fully mobilised to ensure the matter is followed through to completion.
Your feedback regarding both the areas for improvement and the positive aspects of your experience is greatly appreciated. It helps us continue to refine the service and attention we aim to provide to our customers.
Have a lovely day,
Polène
Quality of the bag was excellent
I really liked the bag that’s why I returned it and get a bigger size. What I ordered was too small to my liking. But over all quality of the bag was excellent. I’m excited to order again as soon as I received my money back to my account
5 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you very much for your positive review.
Knowing that your experience has met your expectations is truly rewarding for our teams. We sincerely appreciate your trust and thank you for choosing Maison Polène.
We hope you continue to enjoy your creation.
Have a lovely day,
Polène
Great experience with web shop
Great experience with web shop. Delivery was fast, within a few days, and the bag is georgeus...
19 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your kind words.
We are delighted to know that your experience has reflected the care and attention we strive to bring to every creation. Your feedback is greatly appreciated and motivates us to continue pursuing excellence.
Have a lovely day,
Polène
I have purchased 3 items and will…
I have purchased 3 items and will continue to do so. Each bag design is lovely and effortless. I truly admire the design of each bag and material. It’s very elegant and sophisticated. The delivery is also fast and safe. The box is always in perfect condition so that’s something I also love.
24 June 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for taking the time to leave such a lovely review.
We are grateful for your confidence in our Maison and are pleased to know that your experience has been a positive one. Your support means a great deal to us.
We look forward to accompanying you again in the future.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you for your kind review.
We sincerely appreciate your trust in Maison Polène and are delighted to know that your experience has met your expectations. Your satisfaction is the greatest reward for our teams.
We wish you all the best with your Polène creation.
Have a lovely day,
Polène
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