Marc O'Polo Reviews 

I have been fighting for more than a month to get my refund. Their lack of transparency and clarity has turned what should have been a straightforward refund into a frustrating experience. I find myself in an exhausting and entirely unnecessary struggle just to recover the money that rightfully belongs to me.

On January 7, I returned an item using the return label provided by Marc O’Polo. On January 8, the package was delivered to their warehouse. After that—silence. No refund, no response.

The phone number they advertise for ‘direct contact’ doesn’t work. Obviously, their employees are either unaware that the phone number doesn’t work or they are posting responses generated by AI—since they wrote, ‘You are welcome to contact us directly at any time if you have further questions or suggestions.’ Contact them directly? Impossible.

After countless emails and messages, I finally received a ridiculous response claiming they hadn’t received the item.

I then filled out the form they requested and even posted "directly" on Marc O’Polo’s LinkedIn page and wrote to their CEO. On January 30, I received an email saying the product had been found and the warehouse had booked the refund.

Today is February 17 - and I still haven’t received the money that legally belongs to me. There is no transparency about when it will be refunded or why it is taking so long.

They took the product back but are still keeping my money. At this point, they owe me more than just a refund—they need to explain what they’ve done with my money and why they continue to withhold it.

And, for a final, almost comical twist: The CEO of Marc O’Polo blocked me on LinkedIn after I raised a legitimate customer complaint 😂. I suppose that passes for ‘crisis management’ in their world. Schade!

This is not just bad customer service—it is systematic negligence.

I am now preparing an email to send to the European Consumer Centre (ECC) and the relevant consumer protection authorities in both Belgium and Germany. I will provide updates here. Fortunately, consumer rights are protected by law—and some of us are well aware of those laws.

Beyond terrible quality. I bought flared cotton trousers (almost 70 EUR), only wore the trousers for a month to go to the office and the butt is absolutely worn out and transparent! I didn’t even wash them yet and can no longer wear them. I want my money back.

Lovely experience lovely products easy transaction value for money
Thank you

Marco polo we are still waiting for a refund? Where is it? It has been nearly 1 month now. Just be honest and tell us when we will get our money back instead of waffle.

Marc O’Polo Customer Service ID MOP-ALL-510068 #MOP-ALL-510068
I placed an order on December 31, 2024 and I still haven't received the package until today, January 22. I have registered 2 written complaints. At the first complaint (Ticket ID MOP-LOY-507372) #MOP-LOY-507372 I was told: Your package should arrive in the next few days. This is already on its way to you and will be processed at the parcel center. " but this did not arrive, I called the courier company and they said that the data was incomplete, I gave them all the information, but they have not delivered the package to date either. On the phone they told me that a complaint had been made. Marc O'Polo did not even notify me of this situation, although I had already sent a written complaint with the number Marc O'Polo Customer Service ID MOP-ALL-510068 #MOP-ALL-510068, to which they did not even respond.
Extremely bad experience. Will this already paid package still arrive??

Excellent and friendly service provided by Regina, Falkenerstrasse Basel! She displayed a customer orientation which was much appreciated. Thank you Regina

I returned two items one month ago I am still waiting for my refund I have been told I only returned one item when I returned two therefore the refund is in correct I tried to explain this to the customer service agent and she put the phone down and blocked my number so I cannot speak to anyone. Dreadful customer service literally no help.
The order number was 119258146 placed on 28th November 2024

I received an item that didn't live up to expectations, so I followed the return procedures that Marc O'Polo set up and sent the item in return to them.
I still have not had my money returned, even after contacting the customer service by email and phone several times.
In my first contact by email, I was instructed to fill in a form and send it back to their email, which I did. When I later called the customer service to ask about the process, I was first told that they had received no email with the form from me, but after I insisted that I followed their procedures and had receipts that the email had been successfully delivered, the email suddenly existed again!
I was told that even though the tracking number of the delivery service had logged the return as delivered to its final destination, it did not matter since Marc O'Polo's system had not logged it as returned. I was assured that the correct department now had started their "investigation" into the matter and that I would receive notice once it was complete.

I sent the items back on the 12th of October 2024, and the issue is still not resolved, I have received no money back and during the last call to customer service I was told that it was my own fault that the process is taking so long, due to me sending them the emails that they requested from me. Apparently it "clogged up" the inbox at their end, even though I have sent them exactly three (3) emails, one to begin the process, one to clarify after the first one was misinterpreted by customer service, and the last one which they requested me to send with the completed form.

When I told the representative this, they hung up on me.

Horrible e-commerce experience. Order is taking 10 days now and still not here, and they take the money once they ship, I try and order via zalando instead where possible where the product arrives 2 days later as you’d expect it. And if in the unfortunate event that I have to return something it takes 2 or 3 weeks until they refund anything, often only after ringing and filing forms. terrible. should expect better from a company selling premium products.

I bought a jacket worth around 300 EUR. I returned it 1 day later - size too big. 3 days later I got confirmation from DHL that they delivered jacket to marc o'polo. But I did not get my money back. I emailed them, they claimed they never got the product back( how about DHL confirmation???) and asked me to fill the form.I did but still no money! I called them any Janina ( called made 09.10.20214 at 12 pm) said she can not confirm when I'll get my money back! (cos sb is on holidays!!!) If I knew they send their products from Germany I'd never buy! They operate like 3th world company. It's a scam I'll never buy again

this is a joke. i made refund for one item (wrong size, i ordered smaller one same day) and it was delievered pretty quickly. my refund was also delivered but i got no email from marc o polo, only from dhl.
i wrote an email - they didnt get my package. what?
ah yes cuz their warehouse in poland has it. is it my problem? no. i want mu money back. i dont have neither the product or my money. i dont even know where it is. if i could send it straight to Germany i would. i would even pay for that. but the code for the return i got from them so.
i liked the rest of the products (4 in total) but i will never ever buy from this company again. what a scam and breakkng customer's law.

Super fast delivery , good quality product . Brilliant communication on delivery . Will use again

I was pleased with the quality of the items I ordered. However, I encountered various issues including them addressing the order to the incorrect address and not acknowledging this when I emailed to inform them. I also had issues returning - they confirmed they had received my return and then a week later when I followed up they said that they had not received. It just felt very chaotic from the start and I would not order from them again.

I ordered via amazon the Bear reading solar garden light.
Unfortunately it arrive damaged. I wasn't at all happy, especially as on my amazon return it stated I needed to pay postage.
So, I called marco polo. Spoke to a sweet young lady Charley. She was so helpful, apologise many time. I sent her a pic of the damaged.
She told, not to return the item, but she has sent me a replacement.
Great service. Polite and understanding.

I have done the shopping at Marc O’Polo on-line shop two times. In both cases some of the ordered items I was returning back. In both of returning items, only after checking at customer service, I got the info that return package was lost (even though I had a courier company proof of delivery) and in both cases asked for downloading form to be signed handwritten wet ink pen. It has been strange that two returns have been lost… however now reviewing the comments it seems to be practice. Interesting way of creating positive(?) customer experience and demonstrating respect towards customers. I do not recommend shooing at Marc O’Polo on-line shop.

Continuing from my review about this company, I have received a message in German, when I have written in English. I see that this has happened with other reviews. The least you could do is reply in the language that your customers are writing to you. This shows total disregard of assisting your clients. I appreciate that you are a German company, but if you decide to go international, then you should be prepared to reply in the languages of the different countries you sell in

my order consisting of several items was cancelled two times with the information that the items are not available. I was wondering how come all items are not available at the same time, and i checked it out and it was not the case. Any i could not use 10€ Gutschein because of that cancellation of order from your side....

Amazing shopping experience In The Marc O'Polo Barkaby Store!

I recently ordered two coats from Marco Polo and needed to return one of them (I live in Denmark). I was very worried about if/when the one I returned would be refunded after reading many negative reviews on Trustpilot and would, therefore, like to share my experience:

20 and 21 Feb. 2024 - made 2 separate orders
23 Feb. - I sent an email requesting one of the orders be cancelled, as it was the wrong size. I did not receive a reply, but shortly after received an automatic email saying both orders had been dispatched
26 Feb. - money for both orders debited from my account
27 Feb. - both orders arrived
28 Feb. - I called the free number on Marco Polo website to ask about how to return one of the items, as the link to return orders on the website did not work. After listening to the recorded message, a very helpful assistant came online and said she would follow up with the dispatch department and I would receive a return label the next or following day sent to my email.
29 Feb. - I received an email with a free return label and clear instructions on how to return my order
4 March - The courrier collected the package from my home address.
6 March - the package was received by Marco Polo. I sent an email to Marco Polo informing them that the tracking showed that they had received my parcel and requesting confirmation that I would receive my refund within 7 working days
9 March - I received a refund notification by email
11 March - the full amount was credited to my account.
My only complaints are that:
- the return link didn't work and the order status was not updated (e.g. it still said the order was being processed when I had already returned one of the items) causing unecessary added concern and confusion.
- emails are not replied to directly. However, my experience was that they are reading the emails and taking the necessary action, and only after they have taken action do they send an email.

I happy with the quality of the coat I decided to keep.

I am not very hopeful of a refund after contacting customer service to chase my refund twice now. I was told after 2 weeks they hadn’t received it. No answer on the telephone and I was initially told a refund from abroad could take upto 3 weeks to arrive when I am not even abroad or mentioned being abroad. I am extremely disappointed that a refund can take over 3 weeks. I have chased again today, but nothing. This has put me off ordering from them again! Please be aware