I made the choice to purchase a bag as a gift. Placing the order was easy and the bag arrived quickly. However it is faulty. There is a hole in it and stiching loose all over it. I have sent multip... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I order a pouch to go with my existing Polene basket but sadly, the colour was slightly off so registered for a return. This is where my complaint stems as the return has been stuck in ‘return under r... See more
Company replied
Order number X140052 - purchased the Cyme Mini in Textured Camel on 18/07/26. Sent three requests to the support team over the past few days as no update regarding the item being dispatched. Still wai... See more
Company replied
POLENE extremely unprofessional. I order the bags since 13 July 2026 and until today no shipment was sent. Email customer service more than 30 times, no responses. And only the usual response from... See more
Company replied
Company details
About Polène Paris
Written by the company
Fondée en 2016 par trois frères et sœurs, la maison française Polène crée une collection de maroquinerie qui allie minimalisme et exploration créative pour proposer des formes singulières et signatures obtenues par un savoir-faire artisanal d’excellence.
Contact info
69 rue de Richelieu, 75002, Paris, France
- contact@polene-paris.com
- www.polene-paris.com
2.5
Poor
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 93% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I have purchased 3 items and will…
I have purchased 3 items and will continue to do so. Each bag design is lovely and effortless. I truly admire the design of each bag and material. It’s very elegant and sophisticated. The delivery is also fast and safe. The box is always in perfect condition so that’s something I also love.
June 24, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for taking the time to leave such a lovely review.
We are grateful for your confidence in our Maison and are pleased to know that your experience has been a positive one. Your support means a great deal to us.
We look forward to accompanying you again in the future.
Have a lovely day,
Polène
Top Tier
Quick shipment, value and product quality were all impecable.
June 12, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your kind review.
We sincerely appreciate your trust in Maison Polène and are delighted to know that your experience has met your expectations. Your satisfaction is the greatest reward for our teams.
We wish you all the best with your Polène creation.
Have a lovely day,
Polène
This was my 2nd Polène purchase and I…
This was my 2nd Polène purchase and I can’t even begin to explain the quality and craftsmanship that goes into the brand. The style is so sleek and chic and the Cyme vs the mini Cyme offer two different looks! My first bag was the Cyme and it’s great for everyday use and offers a lot of space for larger items. I just purchased the mini and love that it’s a smaller version and fits just about all my essentials. I can’t wait to make my next purchase and try another collection!
June 16, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your generous review and for placing your trust in Maison Polène.
We are pleased to know that your experience has been a positive one. Your satisfaction is at the heart of everything we strive to offer, from the creation itself to the service that accompanies it.
Have a lovely day,
Polène
Gorgeous bag
Gorgeous bag, timeless and great quality! The numero neuf east west is a very versatile handbag and quite spacious on the inside. It can easily fit a phone, wallet and a few other things. Very happy with my purchase!
June 24, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your thoughtful review.
Your kind feedback means a great deal to our teams, who are dedicated to creating pieces that accompany our clients over time. We are delighted that your experience has met your expectations.
We wish you many wonderful moments with your Polène creation.
Have a lovely day,
Polène
Easy Purchase Process
Seamless process from ordering the handbag to it’s delivery. Good communication from both Polene and DHL. Handbag is exactly as described, good quality leather and excellent craftsmanship.
June 15, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your wonderful review.
It is a pleasure to know that your experience with our Maison has brought you satisfaction. We truly appreciate your confidence in Polène and thank you for choosing one of our creations.
Have a lovely day,
Polène
Excellent quality for mid-luxury price
Excellent quality for mid-luxury price. I've been getting lots of compliments. Great purchasing experience - easy checkout and fast shipping. My only suggestion would be to adjust the imagery a bit to show them on models not always wearing large coats, as well as show the inside of the bags. I purchased this bag after seeing it in person b/c the pictures made me unsure.
June 17, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you very much for taking the time to share your experience.
We are delighted to know that your Polène creation has met your expectations. Your trust and your kind words are sincerely appreciated and encourage us to continue offering the highest standards of quality and care.
We hope you enjoy your creation for many years to come.
Have a lovely day,
Polène
Love the bags
Love the bags
Quality is amazing
The style is perfect
Totaly happy
June 24, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you very much for your positive review.
We are delighted to count you among the clients of Maison Polène and sincerely appreciate your trust. Your kind words are a wonderful encouragement to our teams, who are committed to creating a thoughtful and memorable experience for every client.
We hope to have the pleasure of welcoming you again soon.
Have a lovely day,
Polène
Hello
Hi. I received my order quite fast and the bag is just beautiful. Very happy with my purchase and won’t be the last for sure. Thank you,
May 1, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your kind review.
Your feedback is greatly appreciated, and we are delighted to know that your experience met your expectations. It is a privilege to accompany our clients through every step of their journey with our Maison.
We look forward to welcoming you again.
Have a lovely day,
Polène
Shipped quickly- beautiful packaging
Shipped quickly- beautiful packaging. The bag is extremely well constructed, beautiful, leather, interesting, and unique design.
June 18, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your wonderful feedback.
We sincerely appreciate your kind words and are delighted that you enjoyed your experience with our Maison. It is always a pleasure to know that our work has been so warmly received.
We look forward to seeing you again soon.
Have a lovely day,
Polène
Excellent experience online purchase
Excellent experience online purchase, beautiful purse and amazing craftsmanship
May 30, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you so much for sharing your experience with us.
We are delighted to know that your time with Polène met your expectations. Your thoughtful feedback is deeply appreciated and encourages us to continue delivering the experience our clients deserve.
We hope to welcome you again soon.
Have a lovely day,
Polène
10/10
Amazing bags, elegant and amazing quality. In-shop experience is great, stuff is super helpful and give you your time to see the options and decide. Also online order that I placed came within 3 days. Would definitely recommend!
May 25, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you sincerely for your warm review.
We are honoured by your trust and delighted that your experience reflected the values we strive to uphold every day. Your appreciation means a great deal to all of us.
We look forward to welcoming you again in the future.
Have a lovely day,
Polène
Wonderful piece for a better price
I had not been able to visit a store, but the design and the beautiful burgundi color drew my attention. Finally i decided to buy one even though I can’t returned from Panama. It is difficult. When the purse arrived it was more that inspected. The scent, the color, the work… a masterpiece for a very good price. Thank you
June 24, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for taking the time to leave such a lovely review.
We are truly grateful for your kind words and delighted that your experience with our Maison brought you satisfaction. Feedback such as yours is a wonderful source of encouragement for our teams.
We hope to welcome you again very soon.
Have a lovely day,
Polène
I absolutely love the quality of Polène…
I absolutely love the quality of Polène bags. I’ve purchased two different bags, and both are amazing. The colors are beautiful, the stitching is very well done, and the craftsmanship feels high-quality. I’m extremely happy with both purchases and would definitely buy from Polène again.
June 24, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for your generous review.
It is a pleasure to know that you enjoyed your experience with Polène. Your support and confidence in our Maison are sincerely appreciated, and we are grateful that you chose to share your feedback.
We look forward to welcoming you again soon.
Have a lovely day,
Polène
The bag is very nice but not exquisite
The bag is very nice but not exquisite. Lacks minor details like inferior pouches or metal legs. Looks very elegant
June 24, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for taking the time to share your impressions with us. We are pleased to hear that you appreciate the elegance and overall design of your bag.
Your feedback regarding the finer details is greatly appreciated, as every observation helps us continue to refine our creations and the experience we wish to offer our clients.
Thank you again for your thoughtful review and for choosing Polène.
Have a lovely day,
Polène
Reply from Polène Paris
Hello,
Thank you for sharing your feedback. We are delighted to know that you appreciate your Polène bag and its design.
We understand your disappointment regarding the size and the fit of your laptop, and we appreciate you sharing this detail as it helps guide other clients and contributes to our continued improvement.
Thank you again for your trust and for taking the time to share your experience.
Have a lovely day,
Polène
Exceptional craftsmanship
Exceptional craftsmanship, beautiful shipping/boxing. I absolutely love this bag and had a wonderful experience purchasing online. Will definitely be purchasing again.
May 22, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you very much for your thoughtful review.
We are delighted to know that your experience met your expectations. Your trust and kind feedback are greatly appreciated and inspire us to continue offering the highest level of care and craftsmanship.
We hope to have the pleasure of welcoming you again in the near future.
Have a lovely day,
Polène
All good with delivery- the box could…
All good with delivery- the box could be nicer, feels like recycled cheap boxes. But my bag already has a leather hole:( after not even 10x being used.
June 24, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you for taking the time to share your feedback. We are pleased to hear that your delivery experience went smoothly, and we appreciate your comments regarding the packaging.
We are sincerely sorry to learn about the issue you have noticed on your bag after only a few uses. We understand your disappointment and would be grateful if you could contact our Customer Service team at **[contact@polene-paris.com](mailto:contact@polene-paris.com)**, who will be happy to examine your situation with care and provide the most appropriate guidance.
Thank you again for sharing your experience with us. Your feedback is valuable as we continue to improve every aspect of the Polène experience.
Have a lovely day,
Polène
Excellent Service from Polene!
Excellent Service from Polene!
I am extremely impressed with the service I received from Polene. From the seamless online payment process to the delivery, everything was handled professionally and efficiently.
The handbag I ordered was scheduled for delivery on 24 June, but to my pleasant surprise, it arrived a day earlier. That level of service exceeded my expectations and made for a wonderful shopping experience.
I will definitely be purchasing from you again and would not hesitate to recommend your services to others. Polene, thank you for the outstanding service—please keep up the excellent work! ⭐⭐⭐⭐⭐
June 23, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you very much for your kind words and for taking the time to share your experience.
We are truly delighted to hear that your order process and delivery exceeded your expectations, and that your purchase arrived even earlier than planned. Your satisfaction means a great deal to us.
We sincerely appreciate your support and recommendation, and we look forward to welcoming you again in the future.
Have a lovely day,
Polène
I ordered the Neuf Mini Bag on Sunday…
I ordered the Neuf Mini Bag on Sunday (first time online) and received on Tuesday! So quick, tracking and DHL delivery service was amazing, they called before to arrange best schedule, everything perfect. The bag is so cute, elegant and quality as expected as my other Polene bags bought in-store but unfortunately “chalk” colour is not exactly shade of white what I am looking for.. and maybe is quite small for me so I decided to return it. I hope the return process ends as quick as the bag arrived so I”ll update with the whole experience feedback later and keep my provisional five stars if so.
Update: the complete refund arrived to me in just 3 working days. I definitely recommend buying online as in store, an excellent customer service in Spain.
June 21, 2026
Unprompted review
Reply from Polène Paris
Hello,
Thank you very much for taking the time to share your experience.
We are delighted to hear that your order arrived so quickly and that the delivery process met your expectations. It is also a pleasure to know that you are pleased with the design and quality of the bag.
We are sorry to hear that the colour and size were not exactly what you were looking for, and we understand your decision to proceed with a return. We hope the return process will be just as smooth and efficient as your delivery experience.
We truly appreciate your trust and your feedback, and we remain at your disposal should you need any assistance.
Have a lovely day,
Polène
disappointed with both the quality of the product and the customer service
I am extremely disappointed with both the quality of the product and the customer service experience.
I purchased a Polène Cyme bag, expecting the quality and durability associated with a premium luxury brand. Unfortunately, after normal use and despite taking very good care of the bag, the long shoulder straps started cracking and deteriorating to the point where I became concerned they could break completely while carrying it.
I contacted Customer Service and provided photos of the damage. While Polène eventually offered a complimentary repair, the process since then has been frustratingly slow. (over a month!!!)
After being asked to provide additional information, serial numbers, photographs, proof of purchase, shipping details and phone number, I submitted everything requested, I was informed that my case had been processed internally and that the team would get back to me "shortly."
Since then, I have received no update, no shipping label, and no clear timeline regarding the next steps.
At the time of writing this review, a month has passed since my original complaint and weeks have passed since I submitted all required documents. Considering that the repair itself is expected to take 6–8 weeks (not counting shipping time), the fact that I am still waiting for basic logistics to be arranged is unacceptable.
What disappoints me most is that the customer service experience does not match the premium image and pricing of the brand. When customers spend several hundred euros on a handbag, they expect both quality craftsmanship and efficient after-sales support.
The bag quality has not met my expectations, and the handling of this case has unfortunately made the experience even worse.
June 22, 2026
Unprompted review
Reply from Polène Paris
Hello,
We are sincerely sorry to learn about your experience and for the frustration and inconvenience this situation has caused you.
We understand your disappointment regarding both the product concerns and the delays in progressing with your repair request, especially after you have already provided all the required information.
After review, we would like to inform you that your case has been escalated for further review by our Customer Care team, who are actively following up in order to ensure it is handled as quickly as possible.
We sincerely regret the inconvenience caused and thank you for your patience while we continue to work on your request.
Have a lovely day,
Polène
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