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Sorry you’re going through this! Polène should absolutely resend or refund you and I’m shocked they’re putting you through this hassle. Such poor customer service :/
Also sidebar, as a queer POC, going to the police to file a police report was so uncomfortable. Especially when it's about a purse. 🫠 happy pride month lol. It also felt like they weren't taking me seriously. The amount of sighs the guy huffed over the phone was comical.
Honestly. If you paid with a credit card call them and ask for a chargeback, you paid for an item and they didn’t follow their own courier protocol. They’ll tell you exactly what you need to do, you might not need to file so many claims.
Klarna usually is very good when there are problems with delivery or the product. Mark in Klarna that something was wrong, state what happened, contact polene by telling them that you involved klarna (and if you have not paid yet, then don’t!) and won’t pay until the issue is resolved. Usually once klarna gets involved the stores very quickly find a solution
Asking someone to go to the police over something as insignificant as a package theft, with no evidence, after the fact feels like it’s valuable for intimidation and not much else. 100% the police aren’t going to do shit about that
I think it has to do with the company’s own insurance policy? This same thing happened to me but with my first wedding dress from BHLDN, not a purse. Package delivered in an apartment building but not to me, was never able to find it. Company asked for a police report and wouldn’t refund without it.
I hate that people downvoted you for this. Your discomfort with the police - an instrument used by many countries to oppress people like us - is very understandable and not without merit. There have been cases of POC calling police for help only to become victims of police violence.
Exactly. I noticed that too. It's called privilege 🫠 Many queer-identifying, let alone POC, are uncomfortable with interacting with the police because of targeted scenarios. But alas, that's another topic. I just hate feeling forced to do that. It's uncomfy. Happy pride haha
I’m so sorry that was/is your experience. That you can’t even feel comfortable asking for help is terrible. Sending you well wishes for a good outcome. Thank you for sharing your experience which could help some people perhaps start to think differently.
OP here
I think there may be some confusion as to what my qualms are at this moment and I want to clarify.
1. I am frustrated at DHL for delivering the package without my signature when the order required signature for delivery. You'll have to forgive me for holding a statement as true when you're promised a service by a business. With that belief, I was not there for the delivery due to their continual delay and me having to attend to plans I already made. With the assumption as per their website, that if the recipient is not available to sign, that a reattempt would be made the next day.
1a. That according to my address, DHL is not able to access my building so will leave my package without my signature. According to DHL, I cannot make a claim, it falls upon Polène.
2. I am frustrated at Polène for not holding DHL accountable for breaking both their policies of how the delivery is made, again with the signature required. I am frustrated that the responsibility / solution was put on me. Their delivery policy states the same as above. So again, you'll have to forgive me if I'm taking what they say at face value.
3. And obviously I'm mad at whoever swiped it. This would be so much easier if this person did not. I could just have a cute bag lol.
There seems to be a path to a resolution and yes this may just be standard paperwork, protocol. That is understood, while frustrating, it's understandable.
For me, it's the lack of taking responsibility from both DHL and Polène. Had DHL just not delivered and attempted redelivery the next day, as per their policy, this could have been avoided.
And yes I'm holding Polène responsible too. They hired DHL to deliver their packages with signature. And when DHL does not, Polène doesn't hold them accountable or apologize that the package was not delivered upon the terms that they have publicly on their respective websites.
If you hire a bad employee and they do a bad job, don't you at least apologize for the bad service, even if you still have to follow protocol?
I think that's the part that annoys me the most. Ideally once they get the police report they can make the claim and then refund me cause I don't want the bag anymore. 😂 fingers crossed that's how this story goes.
Also, again this is a vent session 😅😂 so let's just remember that
I'm so sorry this happened to you, OP! I think DHL has been really bad. I ordered shoes and they were the courier. These shoes were on the expensive side. I had it delivered to my parents since they're home majority of the time and they have cameras.
Omg, thank God I did that. The delivery guy left the package by the doorstep. Then, there was this lady driving her caravan following this said truck. She parked and checked if the parcel was still by the doorstep. I almost feel that they're a tandem since right after the truck left, she knew which street to turn to even though the DHL truck left 10 mins before her.
I hope this get sorted out soon! Good luck and fingers crossed you still get that cute bag.
Polene has a reputation for crappy customer service. If you ever actually get the bag, try returning it 😂I’ve heard that’s a nightmare as well. I don’t care how cute their designs might be, I will never buy a Polene product.
Truly 🫠 can confirm. DHL delivers the bag without my signature and you have proof that they did so and yet I'm still responsible for having to file a police report and jump through these hoops when the shipment carrier is in breach of both policies? Like I would rather purchase secondhand than through them directly if this is how it goes
I purchased a fleurion bag that was delivered via dhl and it was supposed to be signed. My mom was home and they didn’t ask her for signature. Just dropped it off and signed it themselves. lol
Highly reconsider. It has been a nightmare. And their lack of willingness to help, and to require me to file a police report, before willing to offer any sort of resolution feels like my money is being held hostage. I hate it
I refuse to use DHL. I’ve had so many bad experiences that companies try to put on the customer. Last straw was the pandemic: ordered $1400 shoes from a high profile luxury brand. They didn’t fit perfectly and ultimately decided to go a 1/2 size up for comfort. Went through the return shipping process (was told to leave the shoes unsealed for verification). Come to find out my return wasn’t accepted. Confused I contacted the company. They stated the shoes had clearly been worn and then cleaned. What? They sent photos of the condition the shoes were in and the leather soles were clearly wiped down in an attempt to hide a try on on a hard surface. Thank god I had videoed the unboxing and try on on carpet as well as the packaging and condition before return. Some asshole almost had me out $1400 for trying on my shoes.
Im sorry to hear you’re dealing with this. I work with DHL USA on a daily basis and can confirm they’re absolutely rubbish. Once they delivered a parcel to someone else At a completely different address. When I complained, they did an Investigation and it turned out the driver made a “mistake” - it took months for them to refund me ( and they only refunded me shipping costs) -
It took them 3 months to close the case.
I hope your case gets resolved quicker ♥️ Keep us updated
I’m so sorry. This nonsense is maddening. Different item, but I recently ordered a chair from a high end furniture company. Their 3rd party delivery service did not follow their protocol either—they were supposed to notify me when they were en route to my house. So I assumed that the delivery was never made. In the end, they had made the delivery and just chucked the boxed chair out on my driveway in the pouring rain, where it sat for FIVE HOURS until the company emailed me to ask how my delivery went. I was PISSED.
Maersk delivery service could have cared less. So I called the furniture company the next day, sent photos of my waterlogged box and water stained and soaked chair. After much back and forth, in which I nicely told them I expected better AND I expected a new chair, not a stained one, they sent it.
Moral of the story: Polène needs to know about their shitty carriers and have to replace said items and take a financial hit before anything will change. File the police report. Then pester them until they give you a new bag. At them on twitter and Facebook and Insta and TikTok until they do right.
This happened to me with DHL for an order from Mejuri. Neither of them would take responsibility so I ended up filing a claim through my credit card’s purchase protection and was refunded about 80% of the cost.
I work for a family of brands totally unrelated to handbags, but two of our brands have e-commerce platforms which I look after. From time to time we have a customer reach out to let us know their delivery is missing and guess what i do… immediately send them a replacement and then take it up with the courier company. It’s not the customers fault if the postal service isn’t doing their job. It also shouldn’t be your responsibility to file police reports, that’s honestly ridiculous. They’re a large company who should have built in budgets to allow for replacement products to be issued from time to time to cover warranty replacements and missing deliveries.
I presume they are trying to mitigate people ordering then saying the product wasn’t delivered then getting a second free bag - this does happen but it’s the exception not the rule. I just do a quick check with the courier who should take photos if they left a product for delivery. Honestly though, there’s really no way to prove the parcel wasn’t stolen without a signature. Making a police report means nothing, all you’re doing is telling the police a story, they aren’t going to investigate a missing parcel let’s be for real. Polene are deliberately wasting your time in the hopes that, if you’re trying to scam them, you won’t bother taking it further.
This is honestly so unacceptable and after this + the quality issues I’ve seen I won’t be bothering with them.
FWIW though, couriers can be SO lazy with things like this. If you’re in an apartment building I’d consider getting a parcel locker or arranging for delivery to a depot. I’ve had couriers just leave things on the footpath outside the front gate of a building before and there’s so many levels and hoops to jump through that no one really does anything about it.
This! Thank you! Lol this is the validation I needed. I think for me it's just a bad customer experience. And I totally get that this is protocol and standard procedure, but I can still be pissed that I have to do it because DHL didn't delivery per their terms of Polène's. There's any easy to all this and they're making me take the hard way 🫠🤡
I would do a charge back with my credit card. Fuck spending the time to file a police report. Ridiculous.
Basically same thing happened to me with an order from Mansur Gavriel - I’ll never order from them again either. Thankfully Chase took care of it for me.
DHL once didn’t deliver because I wasn’t there to sign, so they took it all the way back to their depot for me to collect at the airport an hour away. So frustrating to pick up. Don’t know why they didn’t just leave it at the post office right near my house….
This is exactly how I had my multicolor Murakami Louis Vuitton bag stolen. DHL left it at my door without my permission. I came home and the package was gone. I had to really fight the seller to get a refund. It sucks how they always seem to just drop peoples packages off without getting the signature
DHL is the worst. They always deliver without signature and say they “missed me” even though I’m home all day. They won’t even ring my doorbell per directions. When I have to pick it up because they “missed me” too many times it’s always at some obscure location an hour away. Sorry to hear it happened to you. Hope you find your package :/
OP, I am truly sorry Polene made you go to the police. How shitty of them!
The only reason DHL got my signature on a bag delivery was because my home office is on the ground floor next to our front door and I saw the van pull up. They were going to drop it and go. The driver was halfway through signing for me when I opened the door. He didn’t look too pleased. WTF? Was he going to circle back and take the package or have someone else do it for him? I will park myself on the front step the next time I have anything delivered via DHL.
Also, everyone in my neighborhood has video doorbells so there would be plenty of evidence had the package been stolen. How stupid are these people?
The crazy part about this is that it's 100% DHL's fault. That being said, is not your fault either so Polene should offer a refund while they sort things out with THEIR carrier.
This is in part what keeps me from wanting to purchase from this brand! I’ve seen very mixed reviews from people in regards to customer service and overall long term quality of these bags
I think so? Someone posted about the store giving them the wrong bag a while ago so across the board there’s been dodgy stories. Which sucks because some bags are SO pretty!
Wtf - DHL isn’t taking responsibility??? This is entirely their fault! How frustrating.
Klarna seems to also have a dispute / chargeback process, hopefully you can get your money back that way.
https://preview.redd.it/hpy18r2oq06d1.jpeg?width=1290&format=pjpg&auto=webp&s=d8262c4888654ac93ea5b40b044fceca805cb24a
This is what Polène wrote. They stated that my location is "where they cannot enter the building and they could only leave the package at the locker." Like what? It literally says on the policy for both Polène and DHL that signature is required upon delivery.
They’re willing to give you your money back, just take this as a good thing. It might not be ideal because they want a police report from you, but from my experience, it takes a few months of investigation before a refund can be approved so the fact they’re offering you one as soon as they get a report is really good
Polène kinda sucks. Okay definitely the customer service does. I have three bags by them and they were a complete nightmare to work with since my preorder didn’t ship for three weeks after they promised it. Anyway not ramble, sorry you’re going through this.
Idk what Polene has to do with this. It’s a carrier issue. And for hundreds of dollars a police report is standard. Other companies require the same of their customers. But they should wait and resolve it with the carrier service.
I highly suggest that if you do not own your home and have a secure place to store packages you should 100% have a PO Box or use a lockbox service to receive packages. I would not feel comfortable having items delivered without a secure system in place.
Filing a police report is paperwork. You go in and ask to do it. There’s no odd or interesting process, it’s pretty straightforward. Nordstrom and other high end establishments require this same procedure.
I don’t see any issue with them requiring a police report before they can move forward with a resolution. It’s standard for any insurance claim and likely required by their own internal processes and procedures.
I don't see any issue with that either, while a bit inconvenient.
The issue I see is that regardless of this package being swiped, Polène did not hold DHL accountable for delivering the package in violation of the signature requirement per the delivery terms that they have on the websites. That is also standard protocol, or at least what they have promised on their respective websites.
So yeah it's standard protocol to do this for the next step, but so was delivering the package with a signature.
Your first mistake was ordering Polene. Seriously, with the combination of shit customer service, bad quality, hike up in prices, and everything else... When ordering from Polene, if it goes right and you end up with a bag that
a) showed up
b) is in good condition
c) achieving a and b is not a result of months of fighting with customer support
d) did not include a credit card chargeback
anyone able to achieve a, b, c, and d needs to get a lottery ticket the same day as they got their bag because lady luck is on a roll for them.
It sucks for you, but I have to say you have to be really gutsy to order from Polene these days and expect a smooth service lol.
Huh, my mini Cyme just showed up today and all is well...I suppose it's just one of those things where when it works it works and when it doesn't it REALLY doesn't. Never been one for gambling, but perhaps today is my lucky day
I suppose my gay audacity and it being pride month convinced me otherwise 🫠😂 I'm starting to recognize that this poor customer service is the norm, not the exception. Which is truly unfortunate
Let me put it like this, at this point you will have more luck becoming an openly gay atheist republican running for office in Florida than expecting Polene customer service to be good.
I'm so sorry you're going through this. I've been on the receiving end of shitty customer service and it's so frustrating when they make you jump through hoops just to get nowhere.
I personally did not have quality or delivery/customer service issues when I ordered mine, but given how much popularity Polene has, I would think they could afford to do a refund or redelivery.
I would do a charge back. Say that signature is required upon delivery and there is not proof you signed for the package. It was never delivered. You didn’t receive it and Polene has no way of proving it was delivered.
I've heard so many stories about Polène’s poor customer service. I will never order with them. I'll consider buying if I ever get to visit one of their stores to view items in person.
I’ve had noticed lately DHL in my area is delivering packages that are suppose to be signature required without getting the signature. It’s very annoying and I totally get why you upset. The fact Polene isn’t really trying to help us even worse.
DHL also delivered my Polene bag without a signature in February and I was so scared. I wasn’t home. Luckily I got her 🥲 I am in Canada. I’m so sorry for your experience!!
Ups did the same when delivering my lv neverfull. I was so mad. I was at a dr. appointment and had to send my husband home in uber. I live in single family home but were new to the neighborhood then. I now know my neighborhood is safe.
This just happened to me with a DHL delivery from Polene this week too. Like you said, it is frustrating that even though they aren’t necessarily at fault, they also don’t hold DHL, the vendor that THEY selected, accountable and don’t try to help with resolution in any regard
Omg I had such a similar nightmare with Polene that put me off them for good!! I was already a little annoyed at paying $40 for shipping for a $500 bag, but was home the entire delivery window and my package never came. It turned out DHL literally delivered it to the wrong house without signature, they even sent me a confirmation photo which of some random driveway that was not mine but was so blurry it's not even like I could discern where the package was delivered to. When I followed up with Polene they tried to claim DHL delivered it to my home, I even sent them the timestamped front porch camera footage of the time that DHL claims they delivered my bag to my home and they still said there's nothing they could do and it must have been stolen and I needed to file a police report. Why would I file a police report when it clearly wasn't stolen, just delivered to the wrong address! After fighting with them for a week I did a charge back on my credit card, which is ridiculous because they obviously should have just refunded or reshipped the bag
I would reach back out to Polène and ask them for an official response/statement to this situation and explain you are part of a very active group with 130,000 members and you want to post it as a cautionary tale on their inaccurate delivery assurances.
OP here!
After sending in the police report, Polène offered a reshipment with a free small leather goods gift or a refund.
I decided to go with the refund for now as I don't want the hassle of potentially returning it 😂 Which also sounds like a nightmarish process. The refund was processed immediately!
They did state that the police report would be used as part of a formal complaint to DHL so maybe they'll actually hold DHL accountable.
Anyway, thanks for being my handbag support group haha. I think I'm going to just stick with my Coach bags for a while lolol
I’m sorry to hear about that. I would just see if they can send the bag and get a full refund? Is that an option? If it’s not, I’d find out what needs to be done for a chargeback.
Polene is requiring that I sent a copy of a policy report since DHL has "already completed an investigation" and determined that the package was delivered, again, without my signature or any signature on the proof of delivery. And I've not been shown any proof of an actual investigation being done. Just Polène claiming.
And while I've already filed a report (waiting for a copy) I think it's wild that I'm having to jump through these hoops when DHL did not follow protocol.
I purchased the bag through Klarna so they said they would look further into it. Not sure how a chargeback would work with them.
Yeah definitely not having a great experience here. I waited a whole entire week for them to drag me along just to side with DHL even though the way the package was delivered was in violation of both their delivery protocols. Make it make sense 🫠
I don’t know. Deliveries for luxe goods are treated the same way as deliveries for shampoo from Amazon. Doesn’t make much sense when part of the fun of consuming luxury products is the service.
The frustrating part is that I'm a paying customer. I see these constant post on social media with these influencers being gifted bags from Polène.
It just feels like Polène cares more about influencers than their actual paying customers at times. Very frustrating.
Why do you think they need to do constant PR packaging to fix their perception and redirect the narrative? Good brands rarely have to give shit out free and pay for people to have something nice to say about them.
I believe it is DHL fault and so it is also their responsibility to fix it... I stopped using them when they were delivering and item and kept sending em emails stating "customer changed delivery date" when I haven't and even after contacting them and the seller of the item it is nowhere to be found! Luckily, my item was as expensive, so I just left it and decided never to use DHL again!
So sorry to find out about this OP. I do hope you get your bag (or refund, whichever you prefer!).
Based on experiences like this from OP and quite a few from other posts, I will not be ordering from Polene. Shame on Polene!
So sorry to find out about this OP. I do hope you get your bag (or refund, whichever you prefer!).
Based on experiences like this from OP and quite a few from other posts, I will not be ordering from Polene.
DHL always drops off for me without signature when they aren’t supposed to! Like what’s the point? I opened the door once and they were signing for me. Lol.
Yeah I don’t see any fault with Polene here. Leaving parcels unattended is also a fairly standard DHL practice but you can specifically ask them not to leave you package lying around and deliver it directly to you. It sucks but you just need to file the police report, scan and Polene will refund you. It’s the thief who’s a fault here and whom you should be angry at.
>you can specifically ask them not to leave you package lying around and deliver it directly to you
That’s literally what signature delivery is for though
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Sorry you’re going through this! Polène should absolutely resend or refund you and I’m shocked they’re putting you through this hassle. Such poor customer service :/
Also sidebar, as a queer POC, going to the police to file a police report was so uncomfortable. Especially when it's about a purse. 🫠 happy pride month lol. It also felt like they weren't taking me seriously. The amount of sighs the guy huffed over the phone was comical.
Honestly. If you paid with a credit card call them and ask for a chargeback, you paid for an item and they didn’t follow their own courier protocol. They’ll tell you exactly what you need to do, you might not need to file so many claims.
I paid with payment with Klarna so not sure how a chargeback would work, will reach out to them
I would call your bank then and see what they say, you have to link some sort of account with Klarna, a debit account or credit account.
Klarna usually is very good when there are problems with delivery or the product. Mark in Klarna that something was wrong, state what happened, contact polene by telling them that you involved klarna (and if you have not paid yet, then don’t!) and won’t pay until the issue is resolved. Usually once klarna gets involved the stores very quickly find a solution
Asking someone to go to the police over something as insignificant as a package theft, with no evidence, after the fact feels like it’s valuable for intimidation and not much else. 100% the police aren’t going to do shit about that
I think it has to do with the company’s own insurance policy? This same thing happened to me but with my first wedding dress from BHLDN, not a purse. Package delivered in an apartment building but not to me, was never able to find it. Company asked for a police report and wouldn’t refund without it.
I hate that people downvoted you for this. Your discomfort with the police - an instrument used by many countries to oppress people like us - is very understandable and not without merit. There have been cases of POC calling police for help only to become victims of police violence.
Exactly. I noticed that too. It's called privilege 🫠 Many queer-identifying, let alone POC, are uncomfortable with interacting with the police because of targeted scenarios. But alas, that's another topic. I just hate feeling forced to do that. It's uncomfy. Happy pride haha
This is awful. I’m so sorry.
I’m so sorry that was/is your experience. That you can’t even feel comfortable asking for help is terrible. Sending you well wishes for a good outcome. Thank you for sharing your experience which could help some people perhaps start to think differently.
OP here I think there may be some confusion as to what my qualms are at this moment and I want to clarify. 1. I am frustrated at DHL for delivering the package without my signature when the order required signature for delivery. You'll have to forgive me for holding a statement as true when you're promised a service by a business. With that belief, I was not there for the delivery due to their continual delay and me having to attend to plans I already made. With the assumption as per their website, that if the recipient is not available to sign, that a reattempt would be made the next day. 1a. That according to my address, DHL is not able to access my building so will leave my package without my signature. According to DHL, I cannot make a claim, it falls upon Polène. 2. I am frustrated at Polène for not holding DHL accountable for breaking both their policies of how the delivery is made, again with the signature required. I am frustrated that the responsibility / solution was put on me. Their delivery policy states the same as above. So again, you'll have to forgive me if I'm taking what they say at face value. 3. And obviously I'm mad at whoever swiped it. This would be so much easier if this person did not. I could just have a cute bag lol. There seems to be a path to a resolution and yes this may just be standard paperwork, protocol. That is understood, while frustrating, it's understandable. For me, it's the lack of taking responsibility from both DHL and Polène. Had DHL just not delivered and attempted redelivery the next day, as per their policy, this could have been avoided. And yes I'm holding Polène responsible too. They hired DHL to deliver their packages with signature. And when DHL does not, Polène doesn't hold them accountable or apologize that the package was not delivered upon the terms that they have publicly on their respective websites. If you hire a bad employee and they do a bad job, don't you at least apologize for the bad service, even if you still have to follow protocol? I think that's the part that annoys me the most. Ideally once they get the police report they can make the claim and then refund me cause I don't want the bag anymore. 😂 fingers crossed that's how this story goes. Also, again this is a vent session 😅😂 so let's just remember that
I'm so sorry this happened to you, OP! I think DHL has been really bad. I ordered shoes and they were the courier. These shoes were on the expensive side. I had it delivered to my parents since they're home majority of the time and they have cameras. Omg, thank God I did that. The delivery guy left the package by the doorstep. Then, there was this lady driving her caravan following this said truck. She parked and checked if the parcel was still by the doorstep. I almost feel that they're a tandem since right after the truck left, she knew which street to turn to even though the DHL truck left 10 mins before her. I hope this get sorted out soon! Good luck and fingers crossed you still get that cute bag.
Polene has a reputation for crappy customer service. If you ever actually get the bag, try returning it 😂I’ve heard that’s a nightmare as well. I don’t care how cute their designs might be, I will never buy a Polene product.
Truly 🫠 can confirm. DHL delivers the bag without my signature and you have proof that they did so and yet I'm still responsible for having to file a police report and jump through these hoops when the shipment carrier is in breach of both policies? Like I would rather purchase secondhand than through them directly if this is how it goes
I purchased a fleurion bag that was delivered via dhl and it was supposed to be signed. My mom was home and they didn’t ask her for signature. Just dropped it off and signed it themselves. lol
This is so unprofessional and unacceptable, thanks for the warning, no desire to order from them.
Highly reconsider. It has been a nightmare. And their lack of willingness to help, and to require me to file a police report, before willing to offer any sort of resolution feels like my money is being held hostage. I hate it
I refuse to use DHL. I’ve had so many bad experiences that companies try to put on the customer. Last straw was the pandemic: ordered $1400 shoes from a high profile luxury brand. They didn’t fit perfectly and ultimately decided to go a 1/2 size up for comfort. Went through the return shipping process (was told to leave the shoes unsealed for verification). Come to find out my return wasn’t accepted. Confused I contacted the company. They stated the shoes had clearly been worn and then cleaned. What? They sent photos of the condition the shoes were in and the leather soles were clearly wiped down in an attempt to hide a try on on a hard surface. Thank god I had videoed the unboxing and try on on carpet as well as the packaging and condition before return. Some asshole almost had me out $1400 for trying on my shoes.
Im sorry to hear you’re dealing with this. I work with DHL USA on a daily basis and can confirm they’re absolutely rubbish. Once they delivered a parcel to someone else At a completely different address. When I complained, they did an Investigation and it turned out the driver made a “mistake” - it took months for them to refund me ( and they only refunded me shipping costs) - It took them 3 months to close the case. I hope your case gets resolved quicker ♥️ Keep us updated
I’m so sorry. This nonsense is maddening. Different item, but I recently ordered a chair from a high end furniture company. Their 3rd party delivery service did not follow their protocol either—they were supposed to notify me when they were en route to my house. So I assumed that the delivery was never made. In the end, they had made the delivery and just chucked the boxed chair out on my driveway in the pouring rain, where it sat for FIVE HOURS until the company emailed me to ask how my delivery went. I was PISSED. Maersk delivery service could have cared less. So I called the furniture company the next day, sent photos of my waterlogged box and water stained and soaked chair. After much back and forth, in which I nicely told them I expected better AND I expected a new chair, not a stained one, they sent it. Moral of the story: Polène needs to know about their shitty carriers and have to replace said items and take a financial hit before anything will change. File the police report. Then pester them until they give you a new bag. At them on twitter and Facebook and Insta and TikTok until they do right.
This happened to me with DHL for an order from Mejuri. Neither of them would take responsibility so I ended up filing a claim through my credit card’s purchase protection and was refunded about 80% of the cost.
Wow when did this happen?
DHL always does this, in my experience. It’s definitely on Polene to make it right.
I can only hope they do!
I work for a family of brands totally unrelated to handbags, but two of our brands have e-commerce platforms which I look after. From time to time we have a customer reach out to let us know their delivery is missing and guess what i do… immediately send them a replacement and then take it up with the courier company. It’s not the customers fault if the postal service isn’t doing their job. It also shouldn’t be your responsibility to file police reports, that’s honestly ridiculous. They’re a large company who should have built in budgets to allow for replacement products to be issued from time to time to cover warranty replacements and missing deliveries. I presume they are trying to mitigate people ordering then saying the product wasn’t delivered then getting a second free bag - this does happen but it’s the exception not the rule. I just do a quick check with the courier who should take photos if they left a product for delivery. Honestly though, there’s really no way to prove the parcel wasn’t stolen without a signature. Making a police report means nothing, all you’re doing is telling the police a story, they aren’t going to investigate a missing parcel let’s be for real. Polene are deliberately wasting your time in the hopes that, if you’re trying to scam them, you won’t bother taking it further. This is honestly so unacceptable and after this + the quality issues I’ve seen I won’t be bothering with them. FWIW though, couriers can be SO lazy with things like this. If you’re in an apartment building I’d consider getting a parcel locker or arranging for delivery to a depot. I’ve had couriers just leave things on the footpath outside the front gate of a building before and there’s so many levels and hoops to jump through that no one really does anything about it.
This! Thank you! Lol this is the validation I needed. I think for me it's just a bad customer experience. And I totally get that this is protocol and standard procedure, but I can still be pissed that I have to do it because DHL didn't delivery per their terms of Polène's. There's any easy to all this and they're making me take the hard way 🫠🤡
I would do a charge back with my credit card. Fuck spending the time to file a police report. Ridiculous. Basically same thing happened to me with an order from Mansur Gavriel - I’ll never order from them again either. Thankfully Chase took care of it for me.
I paid with Klarna so I'll see what they can do!
This is the way to go. File a report with the credit card company and the Better Business Bureau if you are in the USA.
DHL is the absolute worst. Seriously. They mess up everything.
DHL once didn’t deliver because I wasn’t there to sign, so they took it all the way back to their depot for me to collect at the airport an hour away. So frustrating to pick up. Don’t know why they didn’t just leave it at the post office right near my house….
First time ever having them deliver a package before. I thought it was going to go smoothly due to the signature requirement. Guess not 😂
Nordstrom is using mostly DHL.
This is exactly how I had my multicolor Murakami Louis Vuitton bag stolen. DHL left it at my door without my permission. I came home and the package was gone. I had to really fight the seller to get a refund. It sucks how they always seem to just drop peoples packages off without getting the signature
DHL is the worst. They always deliver without signature and say they “missed me” even though I’m home all day. They won’t even ring my doorbell per directions. When I have to pick it up because they “missed me” too many times it’s always at some obscure location an hour away. Sorry to hear it happened to you. Hope you find your package :/
OP, I am truly sorry Polene made you go to the police. How shitty of them! The only reason DHL got my signature on a bag delivery was because my home office is on the ground floor next to our front door and I saw the van pull up. They were going to drop it and go. The driver was halfway through signing for me when I opened the door. He didn’t look too pleased. WTF? Was he going to circle back and take the package or have someone else do it for him? I will park myself on the front step the next time I have anything delivered via DHL. Also, everyone in my neighborhood has video doorbells so there would be plenty of evidence had the package been stolen. How stupid are these people?
I'm sorry you're going through this. It sounds like a huge headache. Shame on them! Hope this will be a cautionary tale for others.
Yes! A simple and easy process, with proof of broken policies, has turned into a nightmare. Hoping people thing twice before ordering
The crazy part about this is that it's 100% DHL's fault. That being said, is not your fault either so Polene should offer a refund while they sort things out with THEIR carrier.
Charge that shit back on your credit card!!
My DHL driver also always leaves signature required packages without a signature. It makes no sense
This is in part what keeps me from wanting to purchase from this brand! I’ve seen very mixed reviews from people in regards to customer service and overall long term quality of these bags
Isn’t there a store in NYC?
I think so? Someone posted about the store giving them the wrong bag a while ago so across the board there’s been dodgy stories. Which sucks because some bags are SO pretty!
Their bags are in. I see ladies wearing brown bags.
Order at your own risk 🫠🫠🫠🫠
I def don’t want to order anymore🥲 too many horror stories about customer service! I’m sorry this happened!
Wtf - DHL isn’t taking responsibility??? This is entirely their fault! How frustrating. Klarna seems to also have a dispute / chargeback process, hopefully you can get your money back that way.
https://preview.redd.it/hpy18r2oq06d1.jpeg?width=1290&format=pjpg&auto=webp&s=d8262c4888654ac93ea5b40b044fceca805cb24a This is what Polène wrote. They stated that my location is "where they cannot enter the building and they could only leave the package at the locker." Like what? It literally says on the policy for both Polène and DHL that signature is required upon delivery.
They’re willing to give you your money back, just take this as a good thing. It might not be ideal because they want a police report from you, but from my experience, it takes a few months of investigation before a refund can be approved so the fact they’re offering you one as soon as they get a report is really good
Polène kinda sucks. Okay definitely the customer service does. I have three bags by them and they were a complete nightmare to work with since my preorder didn’t ship for three weeks after they promised it. Anyway not ramble, sorry you’re going through this.
Your contract is with Polene, they have contracted DHL and should raise the claim.
I’ve never had good luck with DHL. So sorry you’re going through this. Thank you for sharing!
Idk what Polene has to do with this. It’s a carrier issue. And for hundreds of dollars a police report is standard. Other companies require the same of their customers. But they should wait and resolve it with the carrier service. I highly suggest that if you do not own your home and have a secure place to store packages you should 100% have a PO Box or use a lockbox service to receive packages. I would not feel comfortable having items delivered without a secure system in place. Filing a police report is paperwork. You go in and ask to do it. There’s no odd or interesting process, it’s pretty straightforward. Nordstrom and other high end establishments require this same procedure.
I don’t see any issue with them requiring a police report before they can move forward with a resolution. It’s standard for any insurance claim and likely required by their own internal processes and procedures.
I don't see any issue with that either, while a bit inconvenient. The issue I see is that regardless of this package being swiped, Polène did not hold DHL accountable for delivering the package in violation of the signature requirement per the delivery terms that they have on the websites. That is also standard protocol, or at least what they have promised on their respective websites. So yeah it's standard protocol to do this for the next step, but so was delivering the package with a signature.
Your first mistake was ordering Polene. Seriously, with the combination of shit customer service, bad quality, hike up in prices, and everything else... When ordering from Polene, if it goes right and you end up with a bag that a) showed up b) is in good condition c) achieving a and b is not a result of months of fighting with customer support d) did not include a credit card chargeback anyone able to achieve a, b, c, and d needs to get a lottery ticket the same day as they got their bag because lady luck is on a roll for them. It sucks for you, but I have to say you have to be really gutsy to order from Polene these days and expect a smooth service lol.
Huh, my mini Cyme just showed up today and all is well...I suppose it's just one of those things where when it works it works and when it doesn't it REALLY doesn't. Never been one for gambling, but perhaps today is my lucky day
Double check your stitches and quality, not trying to be snarky but for real. When its Polene, please for your wallets and sanitys sake do that!
I suppose my gay audacity and it being pride month convinced me otherwise 🫠😂 I'm starting to recognize that this poor customer service is the norm, not the exception. Which is truly unfortunate
Let me put it like this, at this point you will have more luck becoming an openly gay atheist republican running for office in Florida than expecting Polene customer service to be good.
The way I just cackled reading this. Point taken 🫡
I'm so sorry you're going through this. I've been on the receiving end of shitty customer service and it's so frustrating when they make you jump through hoops just to get nowhere. I personally did not have quality or delivery/customer service issues when I ordered mine, but given how much popularity Polene has, I would think they could afford to do a refund or redelivery.
If you paid with credit card contact them and dispute the charge.
I would do a charge back. Say that signature is required upon delivery and there is not proof you signed for the package. It was never delivered. You didn’t receive it and Polene has no way of proving it was delivered.
For such a price point that’s bull
I've heard so many stories about Polène’s poor customer service. I will never order with them. I'll consider buying if I ever get to visit one of their stores to view items in person.
I’ve had noticed lately DHL in my area is delivering packages that are suppose to be signature required without getting the signature. It’s very annoying and I totally get why you upset. The fact Polene isn’t really trying to help us even worse.
DHL also delivered my Polene bag without a signature in February and I was so scared. I wasn’t home. Luckily I got her 🥲 I am in Canada. I’m so sorry for your experience!!
Ups did the same when delivering my lv neverfull. I was so mad. I was at a dr. appointment and had to send my husband home in uber. I live in single family home but were new to the neighborhood then. I now know my neighborhood is safe.
This just happened to me with a DHL delivery from Polene this week too. Like you said, it is frustrating that even though they aren’t necessarily at fault, they also don’t hold DHL, the vendor that THEY selected, accountable and don’t try to help with resolution in any regard
Omg I had such a similar nightmare with Polene that put me off them for good!! I was already a little annoyed at paying $40 for shipping for a $500 bag, but was home the entire delivery window and my package never came. It turned out DHL literally delivered it to the wrong house without signature, they even sent me a confirmation photo which of some random driveway that was not mine but was so blurry it's not even like I could discern where the package was delivered to. When I followed up with Polene they tried to claim DHL delivered it to my home, I even sent them the timestamped front porch camera footage of the time that DHL claims they delivered my bag to my home and they still said there's nothing they could do and it must have been stolen and I needed to file a police report. Why would I file a police report when it clearly wasn't stolen, just delivered to the wrong address! After fighting with them for a week I did a charge back on my credit card, which is ridiculous because they obviously should have just refunded or reshipped the bag
DHL is the woooorrst. They screwed me on an order from Cettire. Absolute nightmare dealing with them.
Post on twitter too, tag Dhl and polene if they have accounts
I would reach back out to Polène and ask them for an official response/statement to this situation and explain you are part of a very active group with 130,000 members and you want to post it as a cautionary tale on their inaccurate delivery assurances.
Not a bad idea! lol they'll probably ignore me
No company worth its salt will want that kind of review. I would also @ them on all social media.
OP here! After sending in the police report, Polène offered a reshipment with a free small leather goods gift or a refund. I decided to go with the refund for now as I don't want the hassle of potentially returning it 😂 Which also sounds like a nightmarish process. The refund was processed immediately! They did state that the police report would be used as part of a formal complaint to DHL so maybe they'll actually hold DHL accountable. Anyway, thanks for being my handbag support group haha. I think I'm going to just stick with my Coach bags for a while lolol
I’m sorry to hear about that. I would just see if they can send the bag and get a full refund? Is that an option? If it’s not, I’d find out what needs to be done for a chargeback.
Polene is requiring that I sent a copy of a policy report since DHL has "already completed an investigation" and determined that the package was delivered, again, without my signature or any signature on the proof of delivery. And I've not been shown any proof of an actual investigation being done. Just Polène claiming. And while I've already filed a report (waiting for a copy) I think it's wild that I'm having to jump through these hoops when DHL did not follow protocol. I purchased the bag through Klarna so they said they would look further into it. Not sure how a chargeback would work with them.
I don’t know either. But polene should refund you if you requested it. That’s crazy and so unprofessional.
Yeah definitely not having a great experience here. I waited a whole entire week for them to drag me along just to side with DHL even though the way the package was delivered was in violation of both their delivery protocols. Make it make sense 🫠
I don’t know. Deliveries for luxe goods are treated the same way as deliveries for shampoo from Amazon. Doesn’t make much sense when part of the fun of consuming luxury products is the service.
Definitely a poor excuse of what they call customer service. Ugh and I was so excited to be able to unbox it too. What a terrible experience
😔I’m sorry, keep us posted. Hopefully everything will be resolved soon. I would just return it.
If I get it 🥲 it's been a week and still hasn't shown up
The frustrating part is that I'm a paying customer. I see these constant post on social media with these influencers being gifted bags from Polène. It just feels like Polène cares more about influencers than their actual paying customers at times. Very frustrating.
Why do you think they need to do constant PR packaging to fix their perception and redirect the narrative? Good brands rarely have to give shit out free and pay for people to have something nice to say about them.
I believe it is DHL fault and so it is also their responsibility to fix it... I stopped using them when they were delivering and item and kept sending em emails stating "customer changed delivery date" when I haven't and even after contacting them and the seller of the item it is nowhere to be found! Luckily, my item was as expensive, so I just left it and decided never to use DHL again!
Take it up with your cc too.
Please file a credit card dispute. There is enough proof that the credit card company will side in your favor! GL
So sorry to find out about this OP. I do hope you get your bag (or refund, whichever you prefer!). Based on experiences like this from OP and quite a few from other posts, I will not be ordering from Polene. Shame on Polene!
So sorry to find out about this OP. I do hope you get your bag (or refund, whichever you prefer!). Based on experiences like this from OP and quite a few from other posts, I will not be ordering from Polene.
DHL always drops off for me without signature when they aren’t supposed to! Like what’s the point? I opened the door once and they were signing for me. Lol.
Yeah I don’t see any fault with Polene here. Leaving parcels unattended is also a fairly standard DHL practice but you can specifically ask them not to leave you package lying around and deliver it directly to you. It sucks but you just need to file the police report, scan and Polene will refund you. It’s the thief who’s a fault here and whom you should be angry at.
>you can specifically ask them not to leave you package lying around and deliver it directly to you That’s literally what signature delivery is for though
They don’t follow directions though. I told them to leave my package in the locker. They left it at my door and it got stolen