I have had customer service snafus with
Polene since my very first purchase from them. When I ordered the
Numero Un online with an in-store pickup in late 2018, I was directed to their location on the
Cour Damoye and given the hours that they would be open. We did a lonnnnggg walk from the Blvd St. Germain over to the address (on a charming passageway, like a stage set) only to find the store closed. And they weren't just closed, they had
moved to another location entirely! The new address was handwritten on a piece of paper taped to the closed store's door, along with their hours. Well, in for a penny... we did another slog over to the new location only to find that was closed too! In fact, it hadn't even opened yet. We got back to our Paris apartment (a four-week stay with Paris Perfect) and I wrote a polite but clearly grumpy email to the store.
To their credit, they did write back with an apology. The next day we went over to the store, picked up the bag (I ended up buying a Numero Six as well) and they gave us two pouches to make up for their misinformation.
Later I tried to buy the Numero Deux online but it was consistently not available. I signed up to be notified when it was back in stock. Never heard anything, but thankfully a TPFer happened to mention that it had become available again. I quickly placed an order but asked why I hadn't been informed. Oh, they said, they didn't get that many in stock so decided not to say anything to the people on the waiting list.
Lastly, I ordered the Numero Deux in navy. I do like it but it's
much darker than it appears in the website photos. Anyway, I have decided that I will no longer order from them online, will purchase items only in the Paris store where I can examine them in person to see if there are any flaws, differences in color etc. At least in my case, they were apologetic about the mistakes made, now they seem to have let their fame go to their head. That is a shame and I hope that attitude changes for the better soon.