Isabel Marant Reviews 218

DO NOT ORDER FROM THIS DECEITFUL COMPANY!!
I purchased a shirt from IM, but it was too large, so I promptly sent it back. I received an email on 03/10 that my return was completed. I received a package from IM two days later with the shirt in it, but no explanation. I’ve been emailing them since 03/13 to send a return label, so I can send the shirt back to them. I sent a message through what’s app and finally got a response. They said the shirt is dirty and sent it back to me. I’m so confused. The shirt is immaculate. It’s white and is absolutely spotless. There is not a speck of dirt on it anywhere. If this is a way for IM to guarantee a sale without having to grant a customer a return, then that’s really unscrupulous!

Rate bellow zero
They didn’t mention in terms and conditions that when you return a product you have
To pay 7 euros
But in questions
All customers are going to return tms and conditions
The worst !!!!!!is that
I returned my purchase and they didn’t refund me 650 euros
Which I found by myself although they told me that they have proceed with the refund.
And I tried for over a month through millions e mails
For my refund
Isabell MARANT didn’t give me my refund for over a month
They kept my money for over a month I tried very hard they kept me waiting they lied
I tried to take my money back although I have returned on time my purchase and they didn’t give me even a discount for a future sale
Of course I will never purchase again from them
Very rude
And if I didn’t tried so hard they will kept my money

0 stars if possible! I would never order from them again!
I ordered a belt, received another belt than ordered, when raising this issue at the customer they told me to send it back and just make a new order. However the belt wanted is no longer in stock online, and instead of helping me order from a store they just told me to sign up for an email alert to get notified if it returns in stock.
Customer service replies half polite with at least 24 hrs delay.
I am shocked this is how a well known brand wants to run their business!!!
And then reading all these bad reviews just makes it all worse.

I bought a a pair of grey Becket sneakers for Christmas. I paid express shipping and the company a month later have not delivered the package, nor do they respond at all or provide a solution. Finally a month later they asked me to be patient as they were having some issues with their orders. I strongly suggest that you don't buy products from this brand, its a SCAM

Extremely disappointing experience for a so-called premium brand.

My order was sent with DPD to a pickup point that was closed most of the week. The courier even attempted delivery while the shop was closed — and since then the parcel has been effectively inaccessible.

I copied Isabel Marant customer service into all correspondence and have received no reply whatsoever. No acknowledgment, no assistance, no solution. Just silence.

Right now the situation is simple:
• I paid for my order
• I cannot access my parcel
• the courier failed
• and the seller is not responding at all

A brand at this price point should take responsibility, actively intervene with the courier, and ensure the customer receives the goods they paid for. Instead, there has been zero engagement and zero support.

Beautiful marketing and high prices mean nothing if the customer is abandoned when something goes wrong. This experience has completely undermined my trust in the brand.

I’d give it zero stars if possible. Items ordered have been stuck in customs for weeks due to lack of information from the company. I’ve contacted them via WhatsApp & email only to receive generic responses. For high end products I would expect much better customer service.

I personally got pretty fast customer service but i had some problems paying since my money just got reserved and didnt go through

I ordered from a jacket on the 26th of July and because i was going away on holidays i gave as delivery address my husbands office that people are always there. I received an email from ups regarding the delivery time but no parcel was ever delivered. When i contacted ups, they told me that the sender- isabel marant- did not write down my phone number and they could not locate me. I emailed Isabel Marant regarding this and if they could send me the parcel back, but they said one a parcel is returned they can only provide a refund.
Since then i have still not received a refund and although i have emailed them a couple of times they say my case is under review. It is unacceptable, when buying from a high end designer that the prices they sell their items does not reflect their customer service. it is not my fault that they didn't provide the courier with all the appropriate contact details, and definitely not my fault if they lost the package or they don't have an organised system for returns. Companies such as net aporter or myhteresa immediately proceed with returns and refunds. This is a violation of my customer rights.

In June, I purchased two pairs of sneakers which did not fit. Within the same week, I returned them by shipment, as online orders cannot be returned to your retail stores. According to tracking, your warehouse received the return. However, despite my repeated emails over the past two months, I have not received my refund.

Each time I contact your team, I am told that my case is “under review.” This explanation has been repeated for weeks without any progress or resolution. At this point, I am left without either the items or the refund I am entitled to, which is unacceptable and a violation of consumer protection standards.

I tried the Isabel Marant Vintage website. I had boots that costs 890,- from winter collection 24/25. Wore them twice but they were terrible fit. I sent them to IM Vintage (the transportlabel they sent me was not known in The Netherlands, so I paid for the costs). After receiving, they refused to accept the boots because they have been worn. They will not send it back (see the General Conditions in French). I lost my boots. It does not say on the website that vintage shoes cannot be worn at all, some visible signs of wearing are accepted, it says on the website. Mine had some visible signs of wearing but not much. Will never use this site again. When I email IM Vintage (in reply), I get a message that emails are not accepted.

Terrible terrible TERRIBLE service. I’ve ordered wedge sneakers from them and the item has arrived with a label of 0.1kg to avoid any inconvenience, as it was suspicious, I recorded the opening of the light package and as expected it was empty inside. Now I’ve supplied them with all evidence and information and it has been over a month and still they’re investigating with the courier. This should be done in their own time as not only did I have to get the gift from in store as they were sold out online on other trusted sites but also I had to gift my girlfriend her shoes later than her birthday which seemed embarrassing. Ruined her birthday, stolen my money, and not helpful.

I have now purchased 2 bags from Isabel Marant online, both of which have been faulty.
I am currently dealing with their online customer service team ( Camille) and have been for a while now and I am getting increasingly frustrated. Whilst they have admitted the second bag is also faulty and therefore I am entitled to a replacement or refund they now say they can not supply a return label. The bag costs £850.00. This is extremely poor service and demonstrates the poor quality of goods from this brand.
It is a shame as I have purchased many items from Isabel Marant in the past and like the style of the brand however I have now been put off ever purchasing direct from them again.

If I could give zero I would. Tried to order boots onsale twice. Website showed them as available, but they're completely out of stock. Ridiculous website and customer service for a high end brand.

I’m so disappointed in my Isabel Marant online shopping experience. As other customers are saying I feel like they are basically stealing off customers and getting away with it!!! I’m really shocked and I hope they go bankrupt soon.
Basically I spent $1500 Aussie dollars on 2 tops ordered online. When they arrived I went to try one on and kind of realised it wouldn’t fit so didn’t even really bother to try the other one on because it looked even smaller. They were in perfect, pristine condition and I packed them up carefully in the exact same packaging I had just taken them out of.
I arranged the courier to collect and lodged a return form. I was then notified via email that the returned parcel had been received by them, then I wait and only one top gets refunded. I’ve honestly emailed them about 10 times now, and then customer service says that apparently they were not going to refund me, because apparently they think the other top has been worn! They were not even bothering to notify me either.
She said it would be refunded because I was so annoyed but it’s been another week and I’ve had no response now and no money!!!
I can’t believe a high end brand like this just blatantly steals off their customers!!! I’m so disappointed I didn’t jump on here and read the hundreds of terrible reviews.
They should be ashamed of themselves, but I guess you end up profiting greatly if you steal of every third customer.
Guys what can be done legally in this situation? In Australia we have an Ombudsman who can get involved legally and make them accountable, is there anything similar in France?
Also everyone should jump on their instagram and facebook and write their bad experiences and expose their terrible behaviour.

I absolutely love the style of Isabel Marant, however, the customer service and attention to customer detail is appalling. For a high end brand, they provide a low service - not responding to queries, not dealing with concerns and generally poor management. Really fed up!

Don’t buy anything at this terrible company. After washing my sweater at 30 degrees for the first time, there were 6 holes in my sweater of 375 euros. Conclusion from customer support. There was nothing wrong with the sweater!!!!!! Yes offcourse completely normal

Told them a week ago I did not receive my order that says it was delivered. They asked me to sign a document and send my passport information over. A week later they sent an email saying “ups said they delivered the package, reach out to the carrier”. I reached out to UPS and they said to reach out to Isabel murant. I still have no package and out of my money. I also feel extremely uncomfortable providing my passport ID and signature for them to “investigate a missing package”. That can lead to identity theft. Why ask customers for this when all your going to do is brush them off.

Incredibly poor customer service experience.

I bought a bag from MatchesFashion.com shortly before they closed down. The buckle on the bag fell off and was lost. I reached out to the brand and they wouldn't help at all despite the bag still being in production. When I spoke to a sales assistant she said the same thing had happened to her Botsy bag so it is clearly a product fault and therefore the responsibility of the brand. Very frustrating as it was one of my favourite bags and it's now unsecure and damaged.

Won't be purchasing from Isabel Marant again as genuinely the worst customer experience I've had in years!

I purchased a handbag on January 2025 on their website, and the item arrived damaged with noticeable dents in the leather.
I immediately made the return. Isabel Marant received the item on February 6th….. and then the nightmare starts
Writing everyday to customer service. They have not still refund. They claimed there are issues with the internal logistic team and say to me “do not be frustrated”
It’s incredible I have never thought to finding myself in this situation with a luxury brand.
They do not respect legal terms for selling in Europe

My biggest mistake was to trust them and not control on Trustpilot before buying…when I found more than 150 reviews I understand this is a repeat behavior

Got my products in 2 working days, no problem here