Polène handbags

[Love Of My Life]

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. But it seems many of the customers were angry not just because the quality was declining or that their email was 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 seemed like 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 want not want to pay $40 for the damages I did not cause.

It may be true that customer services in some luxury brands are equally as bad, but that really shouldn’t be held the standard? Just 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. $400-$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 were denied or 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.

How a company addresses issues specifically gives them market presence & credibility.
Word of mouth can be an asset or a liability to a fairly new company like Polene.
Deleting comments that are reasonable & fair questions should be answered respectably & timely
& perhaps a disclaimer should be posted on Polene's website with clearer images as to stitching
& variations in leathers used in their bags for clarity purposes. Scratches & knicks are not to be expected
if there is a quality control team in place inspecting bags before they are shipped.
From what I gather many reaching out to post on Polene's IG account were not answered in
a timely manner. What is a client expected to do & what is a reasonable amount of time in
waiting for a response?
I am pleased with my Neuf but when I opened the box I didn't know what to expect. I lucked
out with no defects & I took my time looking over every aspect of this bag.

 

[WillWordForBags]

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 declining or that their email was 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.

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. $400-$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.

I agree. I think their customer service used to be much better.
I have ordered 7 bags from them and only 2 had minor issues so their quality seems to be mostly fine.

The worrying part is the decline in their service. And the gaslighting doesn’t help.
Some of these issues surely are normal variations for handmade products.
But that does not include scuffs, tears or threads coming undone. That is a quality control issue, not the result of unique artistry. So denying their responsibility is not ideal. And neither is having to wait a month for a response to a message.

All in all, I’m glad I have my bags and will fix my Mini Neuf myself because it’s not a big deal (and I’m loving the bag) but I’m not running to order my next bag just yet.
And I won’t lower my standards either. Expecting reasonable quality and service should be the norm, not the exception.

 

[Antigone]

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.

I'm eyeing the black or the chalk! Is the black deep black?

 

[TiTi78]

Fingers crossed: I made a comment under a Polene post suggesting that the Neuf comes in Navy or Emerald Green for the fall, and they liked the comment.

Hopefully, we get these colours soon.

 

[Love Of My Life]

Fingers crossed: I made a comment under a Polene post suggesting that the Neuf comes in Navy or Emerald Green for the fall, and they liked the comment.

Hopefully, we get these colours soon.

Midnight navy in the Neuf might make me reconsider ordering a bag again.
I'm likely going to pass on the chalk color & wait to see comments about customer service
issues before I take the plunge again..

 

[JenJBS]

I'm eyeing the black or the chalk! Is the black deep black?

Yes. It is.

 

[Mei90]

Hi guys, i was about to place my first order from Polene but after seeing the bad experience some of you had really turned me off.
I have finally decided to get the Neuf Mini in black, i don't think i will be returning it but what worries me is if there is a defect on the bag.(eg : peeling on the leather), this will be the only reason for me to return the bag.

Does anyone know, in case of defect, do they provide free return and full refund including shipping fee? And what about the custom duty that i have paid? Thank you..

 

[Love Of My Life]

Hi guys, i was about to place my first order from Polene but after seeing the bad experience some of you had really turned me off.
I have finally decided to get the Neuf Mini in black, i don't think i will be returning it but what worries me is if there is a defect on the bag.(eg : peeling on the leather), this will be the only reason for me to return the bag.

Does anyone know, in case of defect, do they provide free return and full refund including shipping fee? And what about the custom duty that i have paid? Thank you..

If they accept the return, they will provide a return label with instructions how to send the bag back.
There is no refund given for the return shipping as I understand unless there are extenuating
circumstances. So basically the customer is out shipping both ways about a total of $40+
You have to send the bag back exactly as it was received including NEUF box, dustbag, paper & bubble wrapping
As far as custom fees, if your purchase is under $800 (US) there are no custom fees to be considered
& likely your bag should be returned via DHL

 

[Mei90]

If they accept the return, they will provide a return label with instructions how to send the bag back.
There is no refund given for the return shipping as I understand unless there are extenuating
circumstances. So basically the customer is out shipping both ways about a total of $40+
You have to send the bag back exactly as it was received including NEUF box, dustbag, paper & bubble wrapping
As far as custom fees, if your purchase is under $800 (US) there are no custom fees to be considered
& likely your bag should be returned via DHL

Oh that's nice.
in my country we need to pay 5% custom tax. I just hope there is no defect on the bag because i'm not planning to return it unless the bag is faulty. The peeling is unacceptable in my opinion. Especially when the bag is still new.

 

[shivery.consent_0a]

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!

Thank you! So interestingly enough, I received a shipping confirmation from DHL today! I’m genuinely wondering if they are reading our emails, and instead of responding, they’re prioritizing the shipments where there have been inquiries or complaints. It just seems like a bit too much of a coincidence that both of us got shipping confirmations not long after sending them email asking what’s up with the delay?

Since shipping here seems to be 1-2 days from them, it looks as though I may get the bag on my birthday after all. Here’s to hoping that both of our bags arrive arrive perfect and unblemished!

 

[Kimbashop]

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

I have a Dix in the Cognac smooth leather with contrast stitching. It is perfect -- no issues--and there is a lot of room for error in a bag made with contrast stitching! It has held up really well since buying it mid-June. The leather is softening beautifully, making the straps much easier to use, and it is developing a bit of a patina. I actually had a great experience with them, but I bought the bag in-store, which I inspected before purchasing, and the SA was fantastic. Based on others' experiences here on the thread, I would ask whether or not you feel it is worth taking a chance, knowing that you might have to return it. I'm planning to order another bag in a few months, but I may just head to NYC and buy one in store if they are open then; the SA in the Paris store said they were supposed to open in August.

 

[Antigone]

Does Polene use full-grain leather?

 

[Antigone]

I have a Dix in the Cognac smooth leather with contrast stitching. It is perfect -- no issues--and there is a lot of room for error in a bag made with contrast stitching! It has held up really well since buying it mid-June. The leather is softening beautifully, making the straps much easier to use, and it is developing a bit of a patina. I actually had a great experience with them, but I bought the bag in-store, which I inspected before purchasing, and the SA was fantastic. Based on others' experiences here on the thread, I would ask whether or not you feel it is worth taking a chance, knowing that you might have to return it. I'm planning to order another bag in a few months, but I may just head to NYC and buy one in store if they are open then; the SA in the Paris store said they were supposed to open in August.

Thanks for your response! I can't decide between the monochrome and the black with contrast stitching.

 

[everydaywei]

I have a Dix in the Cognac smooth leather with contrast stitching. It is perfect -- no issues--and there is a lot of room for error in a bag made with contrast stitching! It has held up really well since buying it mid-June. The leather is softening beautifully, making the straps much easier to use, and it is developing a bit of a patina. I actually had a great experience with them, but I bought the bag in-store, which I inspected before purchasing, and the SA was fantastic. Based on others' experiences here on the thread, I would ask whether or not you feel it is worth taking a chance, knowing that you might have to return it. I'm planning to order another bag in a few months, but I may just head to NYC and buy one in store if they are open then; the SA in the Paris store said they were supposed to open in August.

Have you not had any issues with the glazing on the edges of the leather peeling? Especially on the underside of the strap or in the looped sections? I’ve had two cognac dix bags and both had the same issues, obvious immediately upon first wear

 

[Kimbashop]

Have you not had any issues with the glazing on the edges of the leather peeling? Especially on the underside of the strap or in the looped sections? I’ve had two cognac dix bags and both had the same issues, obvious immediately upon first wear

I haven't had that experience, but I will definitely watch for it! I'm sorry that happened to yours. TBH, I don't switch out my straps at all and the strap I use is always on the same hole, so maybe that's why it hasn't happened.

Edit: I re-read your post and realized that the issue you had with both came from using just one strap. The strap I have been using has not peeled on the underside or in the looped sections.