Polène handbags

[shivery.consent_0a]

Thank you for sharing and congrats it was sent on time!! Mine got picked up today.



Still no response from Polene, but I’ve just got a message from DHL that the bag was picked up this morning. So yep it is delayed, definitely not a “shipping on July 22” as stated on the website.

Lucky you! I finally caved and sent them an email this afternoon. I’m not hopeful that they’ll be particularly responsive though. It’s a shame, because I was really looking forward to getting this bag in time for my birthday—this Friday. I feel like they’ve kind of deflated my balloon here.

At this point, if I don’t get a response by early next week I’ll just ask to cancel my order. And initiate a dispute if that doesn’t work. Maybe I’ll try their store in NY when it opens instead. But I think I’m done ordering online from them until they get their customer service sorted.

 

[shivery.consent_0a]

How do you know they are scheduled to open in NY so soon? It’s hard to find any info about the NY store. Or is it just a location to ship from at this point?

I saw on their IG account a couple of comments with regard to questions about issues pertaining
to bags. Several of the comments were addressed, some were not & some deleted
which puts Polene in a very bad light
It looks like they are scheduled to open in NYC sometime this week. No details were provided
as far as location, wholesale inquiries or a retail shop, but this is not a good sign not answering
or acknowledging "issues"
Does it make sense for any of you that are not getting replies to reach out to your credit card
companies & open a dispute? You likely have the backup you need.
I'm disappointed for many of you that going back & forth is so discouraging never mind being
unprofessional & this will perhaps make repeat clients think twice about another purchase
or recommending Polene to a group of friends

 

[Love Of My Life]

How do you know they are scheduled to open in NY so soon? It’s hard to find any info about the NY store. Or is it just a location to ship from at this point?

Polene has posted on LINKEDIN . It also may be just a NY showroom for wholesale not necessarily retail
Polene has also posted on their IG account about a NY opening

 

[Antigone]

I've been contemplating the Dix, but it seems the quality is declining?

 

[dearbag]

Lucky you! I finally caved and sent them an email this afternoon. I’m not hopeful that they’ll be particularly responsive though. It’s a shame, because I was really looking forward to getting this bag in time for my birthday—this Friday. I feel like they’ve kind of deflated my balloon here.

At this point, if I don’t get a response by early next week I’ll just ask to cancel my order. And initiate a dispute if that doesn’t work. Maybe I’ll try their store in NY when it opens instead. But I think I’m done ordering online from them until they get their customer service sorted.

Totally feel you! I emailed them on Saturday when I received no news about the shipping last Friday because I wouldn’t be home if their shipment is delayed and I would like to cancel it if so. They never got back to my email till now but as I mentioned, I got a notification from DHL that my order just got picked up yesterday (Tuesday), so I won’t be able to cancel it anymore at this point. Now I have to reschedule my appointment to receive the delayed package instead. Ugh.

Happy Birthday to you in advance!! I really really wish you a beautiful bag that comes with no defects so you won’t have to deal with their customer service ever again!

 

[ronnie20]

Hi everyone: considering a Polene, I LOVE the Sept, but since the strap is not removable and seems a bit large- looking at the Uno Nano. Question for you all- I have not ordered from overseas before. How does Customs work on this? Are you charged when they deliver or is it added into the price? TIA!

 

[Julija]

I will go against the tide here and say that I really like Polene. The quality for the price is unbeatable in my opinion. I agree their customer service is not good but I've seen way worse from more established brands. For me if they offer no hassle returns & provide a label, it is already a win. I've got 4 bags and they all are of a very amazing quality. Some have minor issues, yes, but again for the price it is not a deal breaker for me. Out of curiosity I've read some reviews on trustpilot and people are calling them scammers, fraud, etc... wow, i'm beyond perplexed that some unanswered email can cause a reaction like that.
People who in doubt, just try for yourself. As long as I've been on this forum people are posting that the quality is declining for each single brand and still here we are buying bags.

 

[Love Of My Life]

Hi everyone: considering a Polene, I LOVE the Sept, but since the strap is not removable and seems a bit large- looking at the Uno Nano. Question for you all- I have not ordered from overseas before. How does Customs work on this? Are you charged when they deliver or is it added into the price? TIA!

My invoice reflected the cost of the bag ( NEUF which was $420) + shipping which was $20.
If you make the purchase, you will be able to track delivery. My package went through
customs in Elizabeth, NJ.
I purchased the bag on Friday & it was delivered yesterday
I believe if your purchase is under $800 there are no custom fees to be collected.
The bag was delivered to my door via DHL in a securely packed box

 

[Love Of My Life]

I will go against the tide here and say that I really like Polene. The quality for the price is unbeatable in my opinion. I agree their customer service is not good but I've seen way worse from more established brands. For me if they offer no hassle returns & provide a label, it is already a win. I've got 4 bags and they all are of a very amazing quality. Some have minor issues, yes, but again for the price it is not a deal breaker for me. Out of curiosity I've read some reviews on trustpilot and people are calling them scammers, fraud, etc... wow, i'm beyond perplexed that some unanswered email can cause a reaction like that.
People who in doubt, just try for yourself. As long as I've been on this forum people are posting that the quality is declining for each single brand and still here we are buying bags.

I took a chance after reading Trustpilot & other comments posted on their IG.
The worst that I potentially could be dealing with was a chargeback but I did not have to go in
that direction. Their customer service response time was discouraging & I didn't like many of the
responses Polene made with regard to details about their bags that I would consider obvious flaws
including the comment about touching up the scratches or knicks with a polish/cream
However, I did take a chance because many of the reviews on the Numero NEUF were positive
& I liked the look of the bag, the style, the quality described by many, & it worked out for me
So I might consider myself lucky in spite of the various posts made

 

[JenJBS]

I've been contemplating the Dix, but it seems the quality is declining?

I have two Dix bags (black and burgundy) and really love them. I've never had any quality issues. Just learned not to trust the colors of pics on their website.

 

[baghabitz34]

I saw on their IG account a couple of comments with regard to questions about issues pertaining
to bags. Several of the comments were addressed, some were not & some deleted
which puts Polene in a very bad light
It looks like they are scheduled to open in NYC sometime this week. No details were provided
as far as location, wholesale inquiries or a retail shop, but this is not a good sign not answering
or acknowledging "issues"
Does it make sense for any of you that are not getting replies to reach out to your credit card
companies & open a dispute? You likely have the backup you need.
I'm disappointed for many of you that going back & forth is so discouraging never mind being
unprofessional & this will perhaps make repeat clients think twice about another purchase
or recommending Polene to a group of friends

I acquired 4 bags in a fairly short amount of time. They’ve all been excellent quality. I’ve taken my Neuf around friends & family to show off the quality & beauty of the bag. That being said, the iffy customer service definitely makes me hesitant to buy more, let alone recommend them to others.

 

[Love Of My Life]

I acquired 4 bags in a fairly short amount of time. They’ve all been excellent quality. I’ve taken my Neuf around friends & family to show off the quality & beauty of the bag. That being said, the iffy customer service definitely makes me hesitant to buy more, let alone recommend them to others.

I was contemplating the Neuf in chalk but decided to just take a time out from Polene for the moment
so I understand your reservation

 

[phanilla]

How do you know they are scheduled to open in NY so soon? It’s hard to find any info about the NY store. Or is it just a location to ship from at this point?

The Store Manager said they would open Polene US Flagship in this Fall. On Instagram, they also commented that the store would be open in a few weeks. Not sure how long it would take. I think it will function just like the one in France. Regarding shipping, there could be a chance they would ship orders straight from NY.

 

[baghabitz34]

Does anyone have the Cyme? Or Cyme Mini? I am considering the Cyme Mini in grain Cognac or the Cyme Tisse in Cognac edition. I am hesitating because the dimensions of the Cyme seems very large. Would be great if someone who has this bag can share their thoughts please.

I have the Cyme mini. If you are curious about what fits, there are YouTube videos showing what fits in the mini & the regular size.
For me the mini is great as a day bag. Holds the necessities and then some. But the mini is not a bag you‘re going to carry a laptop, lunch, etc in for work.

 

[dearbag]

I will go against the tide here and say that I really like Polene. The quality for the price is unbeatable in my opinion. I agree their customer service is not good but I've seen way worse from more established brands. For me if they offer no hassle returns & provide a label, it is already a win. I've got 4 bags and they all are of a very amazing quality. Some have minor issues, yes, but again for the price it is not a deal breaker for me. Out of curiosity I've read some reviews on trustpilot and people are calling them scammers, fraud, etc... wow, i'm beyond perplexed that some unanswered email can cause a reaction like that.
People who in doubt, just try for yourself. As long as I've been on this forum people are posting that the quality is declining for each single brand and still here we are buying bags.

To me, having quality issue is one thing, but how the company responds to it is another. There are always room for mistakes/defects/quality issues. People make mistakes, and so does company (since, of course, they are people). But it seems many of the customers were angry not just because the quality was not as expected or that their email was still unanswered (which we could probably still give the company the benefit of the doubt until the problem is handled/resolved), but being denied straight out that their bags present defects/flaws when these defects were obvious is a deal breaker. My case included.

Even though they let us return and provide a shipping label if we are not satisfied with the products that they denied having issues, it is not without the customers’ expenses. Here in the US, it costs at least 40 USD altogether in shipping fee if we are to return the bag. I would not want to pay $40 for the damages I did not cause.

Also, it may be true that customer services in some luxury brands are equally as bad, but I don’t think that should set the standard for the rest? Simply because some more expensive brands did bad customer services doesn’t mean it’s right for lower-end brands to think it’s okay to provide poorer treatment. $300-$500 bag is still a lot and considered a luxury for many, many other people. Lower price point in this case should not be an indication of how customers should be poorly treated with regard to the quality issue.

I used to be such a fan though — I bought 6 bags from them in a span of 4 months and always advertised it to all my friends. I really enjoy the aesthetics of their design and I am still their fan for this aspect, but it’s hard to continue supporting them when the issues are not handled properly. To be fair, some of their responses to my issues were addressed and solved well in the past. But these days some are denied or are bing ignored. Recently my comment on their instagram got deleted like some others here on the forum as well. Let alone a delay from the promised shipping date and being denied that my bag has defects. They should have people QC their products first before shipping; it shouldn’t be a gamble every time we order from an established brand.