Longchamp Reviews 912

On the 6th January I placed/paid for my daughter’s 16th birthday gift AND LONGCHAMP has managed to ruin the surprise! No updates, no answer, very disappointed with the service provided this far. Unless you are at the shop, do not buy online. They claim to use UPS and updates are very poorly!

Hej
Do not rely on shipping time, up to 4 business days on their swedish website, this is totally wrong. They use DHL economy shipping, which is included in the price and it takes up to 9 days to get it from france to sweden which is ridiculous. Customer service seems not to be willing to read emails. Have to order the bag fron NK instead .

Ordered my bag 10 days ago and its still traveling THROUGH France for 7 days straight now. What a dissapointment from such a high end brand.

I ordered this specifically as a birthday gift and Longchamp completely failed to deliver it on the promised date. Because of their delay, I had nothing to give on her birthday, which defeats the entire purpose of ordering a gift in advance.

For a brand that positions itself as premium, this level of service is unacceptable. Missed delivery, poor reliability, and no accountability. If you cannot meet your own delivery commitments, don’t make them.

This experience caused unnecessary stress and disappointment. I will think twice before ordering again.

Nothing good to say about this company. My first order with them, and their courier loses my return in transit.

Despite this being a breach of the Consumer Rights Act, Longchamp are withholding my refund until I fill in a form which will allow them to obtain compensation from the courier.

I refuse to be complicit in this as this is against the law.

I have opened a small claims court case and will take great delight in charging interest plus court fees as the actions they are taking are illegal.

Received early access for the sale and there was sufficient stock and models to choose from. Very happy with the purchase and swift delivery. Quality of their products are impeccable.

Great bag and one very excited Granddaughter. What a Christmas Gift. Thanks you.

Order no 1808090.
Awful this company who sells false luxury….
I’ve made an order on day 5th and I had to leave country so parcel was never collected.
Today 26th I’ve got no money back.
Item on the website is still showing as shipped and my £115 stills in limbo.
I bought another item and item came faulty…I sent it back and arrived 2 days ago and still not email confirmation I’ll receive my money from this other item soon.
Im never buying again from this brand!
I’m going to contact Citizens Advice and my bank asap.
Don’t buy!! It’s one of the most unprofessional and shady brands I’ve met here in UK.

I have been trying to sort out a repair for nearly 3 months now to my handbag. Customer service are inconsistent in their policy, slow and unhelpful. All I want is a returns label so I can send my bag to them for repair, I am happy to pay, but they will not do anything or respond! Terrible service for a very expensive luxury brand. Will never buy anything from them again

After being a loyal customer since age 16, Longchamp has officially lost my business. I ordered a £300 personalised bag for my mother first week of November, only to be met with a total systemic failure.

The Delay: Despite the bag being ready on November 27th, Longchamp sat on the finished product for three weeks before shipping it.

The Incompetence: Their website still shows a delivery date of Nov 28th. Customer service is clueless, with zero visibility into their own logistics.

The Result: I leave for the holidays tomorrow. The bag was just sent to a UPS point that only holds items for 7 days. Because of Longchamp’s 21-day shipping delay, the bag will be sent back to them before I return.

For a "luxury" brand, their operations are primitive and their communication is abysmal. I am now traveling to see my family without a gift for my mother. Do not trust them with your special occasions—they simply cannot deliver.

I've had a shocking experience with this disgraceful company and I'd strongly recommend avoiding purchasing from Longchamp.
Their customer treatment was so poor I thought I had accidentally bought from a scam imitation company until I checked trustpilot. My experience is clearly not an isolated issue.
I bought the 'Le Pliage Original' nylon bag online, colour Mocha, but when it arrived I realised the colour wasn't for me & I'd rather return it. I packaged & posted the bag back well within the 30 day return period, though I must add I had an ordeal trying to get a return label. I kept getting an error but it tells you to try again later, I eventually had to phone to get a label generated.
Their returns requirements are also unfeasibly complicated requiring multiple forms and signatures for customs given the return goes back to France, fair enough, but their instructions to complete these are totally vague and unclear.
The saving grace is that their courier is UPS so you are provided with detailed tracking information. After two weeks I realised my return hadn't moved after arriving in France. What followed was weeks of email exchanges, I had to provide my proof of postage three times, they asked me to complete a 'sworn statement' stating that I hadn't posted an empty parcel, which is pathetic, then you have to wait on your refund while they carry out a 10 day investigation with the courier. Immediately assuming that the missing parcel is the fault of the customer is not what I would expect from a supposed luxury brand, any other reputable retailer would immediately refund the customer, then take the matter up with the courier.
The 10 days passed, no communication. I had to chase this up twice again to then be told that I would not be getting a refund because the investigation concluded that the weight of my parcel was 'abnormally low' when it entered the network. Considering that this bag was not cheap at £110, I was distraught. I know I posted the return but I felt totally helpless with no real way to prove it.
I see from reviews this has happened to others, please don't accept it. The website says the bag is only 263 grams so it would naturally be a very light parcel and I'd used the same packaging it had been sent to me in therefore, it was deemed fit by Longchamp for transit. Longchamp couldn't or wouldn't provide the 'abnormally low' weight reading to me, so I don't know what this was but I am absolutely convinced it was made up to try and unlawfully deny a refund.
I informed them I'd report to my credit card company & trading standards as I had used their mandated returns process in which case they assume the risk from the moment the return is posted. What's more, the tracking link showed that my return was actually still stuck in transit and hadn't been received anywhere so there was no way for them to conclusively prove it was empty.
Funnily enough, the next day I was told that ' following a further review of your case' I would be getting a full refund after all. The fact they say they need 10 working days to investigate is nonsense considering they then magically manage to re investigate within a day.
All this took 8 weeks to resolve and I had to chase multiple times which is totally unacceptable.
This was my first purchase from Longchamp and it will certainly be my last given they effectively accused me of stealing. I see they have responded to others reviews on here in an attempt to try and justify their crooked conduct. Longchamp if you are reading, I don't want to hear it, I am thoroughly disgusted with your treatment of me.

Update:
We finally heard back via email. According to customer service, they had a major system failure on the 5th of December. It would have been nice to know. In an addition to that it would have been nice to know that they hadn’t forgotten our order and that they were still planning on sending it. We have received our order in time for Christmas and it was nicely wrapped.

We placed an order as Christmas gift on December 5th. The webside said it would take 1-4 business days to send. DHL still hasn’t received the package to this day, December 16th. I’ve contacted Long Champ through email and no response. They have drawn the money on my bank account, but no package and I have no idea where it is or even if it is on its way. It feels like a complete scam and we’re very disappointed as we thought we were buying something legit. Either we want our money back ASAP or that our order is here within Friday the 19th of December. I’m writing this review so other people don’t stand without a Christmas gift like us.

This is further to my review left 6 days ago.

After months of back on fourth querying why my parcel hasn’t been dispatched even though I had been told it was complete many weeks ago it was finally dispatched. This was with no notification from longchamp by email / progress wasn’t updated on my account as ‘dispatched’ in fact my account still says my order is in progress.

You might think I was glad to see at the very least I might get my bag before Christmas .no. Someone in longchamp incorrectly entered the first line of my
Address as ‘Les Boutiques Longchamp’

So my parcel made it all the way to a hub in the south of Ireland (I live in the north) and I can now see it’s making its way back to France through multiple French airports. Please note I did not include this line in any of my delivery address details on my account. So this error has now clearly caused confusion among the delivery company causing it to be rerouted back to France. What an absolute disaster!!!No doubt now I will have an absolute nightmare trying to get the parcel or a refund.

Never again in my life will I go near this company. It simply isn’t worth it. All of this hassle over something I thought would be a special Christmas present for my family member.

My order is 1749131

I ordered a mini bag for my spouse, from longchamp UK . it was so tiny , like for a 5 year old, so I initiated the return.
Very Difficult process. Once you’ve logged in several times and found the return link, they then send you an email via UPS.
You then go through UPS requirements for a return label .
Once you go to print, the return label is accompanied by 3 more invoice labels .
The handbag is returning to FRANCE !
Not the uk . You need 3x custom declarations, and bag must be in its original packaging. What a palava . Never , will I ever use longchamp uk again , as the return will go to France, and no doubt be lost in the process. They never mention this , happy to take your money.

Amazing quality, workmanship, design and aesthetics, I own a whole range of Longchamp products from bags to ready to wear, shoes, and those are my all time favorites!
Online ordering process including returns is super easy, trackable and reliable, I can fully recommend ordering online from them, although my instore experience has been just as pleasant whenever I have had the chance to do so! I wish there was a Longchamp store here in Basel!💖

I ordered from Longchamp on 27 November with urgent delivery. Weeks later, I still have no package, no real answers, and absolutely no accountability from the brand. This is the kind of service you’d expect from a shady online seller — not a supposedly “luxury” brand.

My parcel, which should have been delivered within London, was somehow sent to France. How does a company with global distribution manage something this careless? Even worse, every time I reach out, I receive vague, copy-paste replies or no response at all. Nobody takes responsibility, nobody investigates, and nobody seems to care.

Because of their incompetence, I missed giving a planned gift to a friend who has now left the UK. The moment is gone, and the item is effectively useless — assuming it ever arrives, which at this point feels unlikely.

What’s actually shocking is the number of similar reviews from other customers. Had I seen them earlier, I would never have trusted Longchamp with my money. Their handling of orders and customer complaints is disgraceful, and their silence speaks volumes.

Right now, it genuinely feels like I’m being ignored until I give up, and I am not convinced I will ever receive my order or my refund. For a brand that claims to be premium, the customer service is nothing short of embarrassing.

I will never order from Longchamp again, and I strongly advise others not to as well

UPD: Matter has been resolved, however they didn’t even bother to respond to my last email and at the very least offer their apologies for their lackluster service and the entire inconvenience caused. Instead, they are blatantly lying in their response to my review as they have received absolutely all necessary information and the carrier has also informed me that the investigation has been concluded. Liars. Will never shop with Longchamp again.

Placed an order for a customized bag that was meant to be a birthday gift. The parcel was eventually marked as delivered God knows where, even though I deliberately stayed home the entire day awaiting delivery. I reached out to Longchamp customer service the following day and was sent a form to complete so they could initiate an investigation with the carrier, which was supposed to take up to ten business days. Yet here we are, several weeks later, with absolutely no resolution whatsoever.
I’ve called them multiple times and each time I’m given different information, excuses, and the clear impression that they cannot even see previous communication in their system. Not to mention the agents are not only completely useless, but also unbelievably rude on the phone, giving you attitude when you simply demand what is legally yours. Absolutely atrocious service, and I sincerely wish I had seen these reviews before placing my order. Such a stark contrast to the service they provide in store, and I genuinely don’t think I’ll ever be shopping there again. I am honestly appalled and shocked, and I will be opening a dispute.

Delivery times not correct on the website (late for several weeks!) Customer service very poor and hot helpful at all.
Very unprofessional, misleading and not transparent.

Answer to the reply:

Unfortunately, the delivery extension was only communicated after my follow-up — which itself was already past the originally confirmed delivery dates.
Delivery timelines directly influence (my) purchase decisions, and had there been any indication (even as a potential risk) that delivery could extend to 6–8 weeks (instead 2-3 weeks), I would not have proceeded with the order.

I received a bag from my husband. This bag was bought at Holt Renfrew Montreal.
After using the bike for seven days during a trip, I realized there were holes in the four corners. I’m 59 and I take good care of my stuff. I returned and they said that the holes were too big and that they couldn’t fix it for me or reimburse me or change it nothing so this brand is now out of our family my daughters, my daughters-in-law my friends everybody knows about it and I talk about it to everyone don’t buy LINGCHAMP for this amount of money it doesn’t worth it. It’s a big fraud.