Longchamp Reviews 911

Extremely Disappointed – Poor Quality and Even Worse Customer Service

I’m extremely disappointed with the quality of Longchamp bags and the unprofessional way their boutique handles complaints. I purchased a bag that was made in China and started showing visible defects shortly after minimal use.

At first, the staff tried to convince me that the issue was part of the “natural charm” of the product – which is absurd, considering the price and the brand’s supposed reputation. Then, they changed their story and admitted the bag was actually faulty. Despite that, they refused to issue a refund and instead pushed me toward a “repair” I never asked for.

To make things worse, they sent me an automated message approving the repair (without asking for my consent) and now expect me to pay for shipping. This is completely unacceptable.

Luxury brands should take pride in both product quality and after-sales service. Sadly, Longchamp fails on both fronts. I will never purchase from this brand again, and I strongly advise others to reconsider before wasting their money.

I was in Westfield today and I was very happy form a service of Klaudia on Longchamp.

I bought a bag from online and after 4 days they told me that they were not going to be able to send true bag due to an issue and asked me if I wanted refund or a change to another . I requested my refund and it’s been 10 days a they do not answer anymore and of course refund has not been applied .

Don't buy from this company. For the last 10 years I have always had Longchamp bags. My last purchase in 2023 (£415 worth) was faulty and bits of it fell apart soon after purchase. Since then (2 years ago) I have been trying to communicate with their customer services team in an attempt to get it repaired. It is still under guarantee! it has become obvious that they have no intention of honouring the guarantee. I note from this website that they have a reputation for prompt responses to unsatisfactory reviews. Well this might be the case. However a prompt response is just that - it does not mean that the response will be satisfactory. They just bounce emails back and forth asking for more information. It is almost as though no one actually reads the emails but they are paid just to send a nonsense reply. You win - for now Longchamp. I do not see the point carrying on with such a tedious nonsensical e mail exchange.
Having just read the response from Longchamp I feel I have to respond with just 3 points:
1 When is a guarantee not a guarantee?
2 If you would like to spend over £400 on a handbag that falls apart after a few months feel free. Pity that I am unable to upload photos to this review.
3 No mention is made of the many time wasting email conversations over the last 2 years which appear not to have been read and responded to appropriately but a standard nonsensical response churned out. A bit like the response to this review.

Have had some Le Pliages over the years. Always as gifts. Had to order the first replacement on my own. A bit careful due to the reviews on trustpilot.
I ordered on the official Longchamp.com, got my super and cool new bag fast. I had NO PROBLEMS. Will order my next XL pliage soon.

I just bought a bag and when I received it... surprise... it was used. I took pictures, filled out the form... but nothing happened... no one contacted me and no one answered!
Order number
GE9042193822FR

Ordered 2 bags separately last June 4,2025 (online - location:FRANCE) to be given as a gift to my niece as I'm traveling to asia next week, July 2. Received both in separate box and 1 was very good and the other one has a broken packaged. Since it was a picked up from a point relay, I told the person in charge about the problem and she said she reported it to the delivery guy. Arrived home and opened the box to find out that there's a little scratch on the bag handle - contacted longchamp right away and they reply right away even asked me to fill in a form, i did and then nothing. I emailed again-no answer, then again and again so I decided to send back the bag but I received no confirmation. I called them to find out that they are investigating it and ill take 21 days to have the result which is absurd!!! This is not my fault, it is between them and their courier but I have to suffer, until now, I don't hear anything from them so no bag, no refund no news at all and I only have6 days before I leave! I should have bought another brand!!

I placed an order with Longchamp on **27 May** for a birthday gift, and what should have been a smooth UK delivery turned into a complete disaster. Due to **Longchamp’s own error**, the delivery was **misguided**, and as a result, **there was no gift to give on the actual birthday**.

What’s even worse is how they handled the issue. Despite admitting the fault was theirs, we had to **chase them multiple times** just to request a refund. According to their policy, refunds are only processed **up to 14 days after the item is received back at their warehouse**, meaning **our money is stuck for nearly a month**, and we’re left with nothing but frustration.

No proper apology. No urgency. Just delays and poor communication. For a premium brand, this level of service is **unacceptable and frankly shameful**.

Longchamp – you’ve lost a customer.

First time ordering a product from their website and they send me the wrong on. Now I have to order ANOTHER ONE and hope it comes in the right size even though the occasion (wife's birthday) it's for will already be past it's date 6/22/2025. Hell I might not even order anything at all off this website since they can't seem to tell sizes of their different products!

I should have checked this before I ordered anything. My bag has not arrived. They have ignored my emails. I spoke to someone in 'customer services' to try and get my money back but was told that because my order was customised I couldn't get a refund. My bag was supposed to be delivered in 2-3 weeks. It is way over that and hasn't been dispatched yet. So- no bag, nooney. I am going to have to go to the hassle of making a legal claim.

Please see below response. Yes I ordered a personalised item. The delivery time for said personalised item was 2-3 weeks. Not more.

Very disappointed with the quality and customer service

I bought a bag on 25th May 2025 from the official store on Regent Street in London. I really liked the bag and made a special trip to buy it, trusting that purchasing from an official store would guarantee good quality and proper customer service in case of any issues.

I used the bag no more than 5–6 times and already noticed that the corners had started to crack. I visited the store on 10th June 2025, expecting a refund or exchange, as it had been a very short time and I had treated the bag very carefully.

However, I was told that this kind of damage is “normal” for these bags and that nothing could be done. I was advised to come back only if it gets worse — and maybe they would repair it. When I asked why I wasn’t warned that this could happen so quickly, I was subtly told that perhaps I hadn’t handled the bag properly.

This felt quite unfair, especially since I only carried light items like a jumper and used the bag gently. They also pointed out a small mark on the fabric, but any light-coloured item can get a mark after just one use.

The most frustrating part was that no solution was offered. I left the store feeling like I was being blamed for the issue.

I also don’t understand the point of offering a two-year warranty if, just two weeks after purchase, I’m being told that this kind of damage is “normal” and nothing will be done.

I’m very disappointed — both with the quality of the bag and the way I was treated in-store. I expected much better from an official retailer.

I recently purchased a Longchamp bag from the John Lewis store on Oxford Street. When I tried it in-store, it seemed fine, but once I put my belongings inside, the large size looked and felt like I was carrying a 20kg bag. I decided I wanted to exchange it for the medium size.

When I returned to the store, they refused the exchange due to a small mark on the corner of the bag—something I hadn’t noticed before and definitely didn’t cause. I hadn’t even used the bag. I was away on holiday, which is the only reason I couldn’t return it sooner.

The staff insisted I had worn the bag, which I hadn’t. If this is the condition of the bag after simply handling it once, I really worry about how it will look after regular use. This experience has been very disappointing, both in terms of product quality and the customer service I received.

I expected better from both Longchamp and John Lewis. Unfortunately, I won’t be buying from Longchamp again.

I purchased a Longchamp bag on 25/05/2025 at Singapore ION, and it remains completely unused and in its original condition. When I returned to the showroom to request an exchange, your staff denied it, claiming the bag had a “strong smell” and was different from the other display items. Only the strong smell is the reason to refuse the exchange item.

When I purchase the bag, the staff asked me to check the quality of bag, and they didn't mention to check "scent". I have not used the bag at all.

Longchamp's return and exchange policy makes no mention of “smell” being a valid reason for refusal. This feels like an excuse to avoid honoring your policy, and I find it unacceptable. Even affordable-priced brands like Charles & Keith offer far better and more respectful service.

Actually, I have planned to purchase backpack after exchanging my bag color. However, no more Longchamp, and don't want to see my current bag that they refuse to exchange.

I received the bag I ordered for a present in a very short period - max. 5 days. At first I thought that the bag is wrong size cause it was folded and buttoned up and it looked like a much smaller bag. I wrote them (the customer service is quite slow) and they asked me to make a picture of the label and this was the moment I realized my mistake. The bag is good quality.

I purchased a Le Pliage bag on February 27, 2025, at Longchamp’s Regent Street Flagship Boutique. Barely a month later, on April 5, I noticed holes forming at the bottom corners of the bag — a surprising defect given the brand's reputation and the limited use the bag had seen.

I contacted the store and was advised to return the item so it could be sent to their workshop in Paris for evaluation (Repair No. 1677925). I returned the bag on April 26.

On May 30, the store informed me that the bag had returned from Paris and, in their own words, “unfortunately, it couldn’t be fixed.” I naturally expected a refund, given the bag's poor quality and the fact that it had failed within a month of purchase. However, the store declined to offer any further assistance, including a refund or replacement.

Longchamp’s website clearly states that their products come with a 2-year guarantee. Refusing to repair and denying any alternative resolution goes directly against this policy. This experience has left me extremely disappointed — both in the quality of the product and in the lack of accountability from the brand.

I urge Longchamp to honor their guarantee and issue a full refund for the defective item.

Sent wrong item.
15 emails later they sent “replacement”
It was a cheap tat knock off
Refused to do anything. Finally I could pay £30 cost to me to return.
SCAM and tat.

Original review: I've purchased Longchamp bags from department stores before and always received excellent service but have never purchased directly from Longchamp until now. I ordered a bag and an agenda refill from their website and was shocked by the service I received from a luxury brand. Firstly, they sent an expensive bag in a flimsy envelope which arrived completely ripped open and the items hanging out. Secondly, the agenda refill was not as advertised. It arrived dated '2025' when it was shown in the pictures to be a blank one and didn't mention that it was dated anywhere as I would not have purchased it nearly half way through the year. I sent pictures of both issues to Longchamp who did not seem to care at all. Not only that, I had to wait almost 2 weeks for a reply and when I finally received one they simply told me to send it back for a refund as long as it's in the original packaging which I don't have anymore due to it arriving completely ripped. So now I have no choice but to keep a dated agenda refill that I won't use. The agenda refill was only £10 but it's not about the price, it's about the service and response you expect to receive. I've never received such bad customer service from a company, let alone a high end one where you would expect quality packaging and customer service. I won't be shopping there again and I'll warn everyone else to avoid them too.
Thoroughly disappointed!

Update: Longchamp replied to this review stating ‘We have asked one of our brand ambassadors to reach out to you directly to assist you personally and help find a suitable solution. Please rest assured that your concerns have been taken seriously, and we are committed to making this right. We deeply regret that your experience did not reflect the high standards we strive to uphold, and we hope to have the opportunity to restore your confidence in our brand.’ I then received an email from them simply stating I can use my own box (funny they say box even though they sent me the order in a flimsy ripped envelope) to return the agenda refill for a refund and they understand my frustration. This has angered me further as in no way have they attempted to make it right or restore my confidence in the brand. If anything it shows that they truly don’t care about the service they provided or sending the wrong item. There was no goodwill offer or any attempt to make up for it. I won’t be spending money on my own packaging and fuel to return the £10 item when it was their own fault they sent the wrong thing and they should be going out of their way to sort it out. This shows that their responses to these reviews are just to make themselves look better when in actual fact they don’t care about sorting out the issue.

Ordered a bag through the Longchamp website, had the dispatch email the same day. Then nothing. Tracking showed the courier was still waiting for the parcel from Longchamp. Customer services weren’t bothered at all, never responded on email or got back to me following phone calls to them. Had to claim through our credit card company to get the money back! Would avoid ordering on their website altogether.

I visited the Longchamp flagship store on 5th Avenue in New York while on a trip to the US from the UK. I was served by Leila Deleon who is one of the sales associates in the 5th Avenue store. Leila attended to my every need and was incredible. She made me feel at ease and helped me choose the item I wanted to purchase. Please share positive feedback with your staff. Too often clients are negative and unappreciative. This is known in medical research as “negativity bias”. As as a medial professor, I know how important this is. Positive experiences tend to be overlooked to the detriment of everyone! But positive experiences are more real than negative experiences and they matter.
Yours sincerely from,
Happy customer from the UK visiting NYC.

Bag has not arrived. UPS advised no invoice was sent, chased up Longchamp, an email and two phonecalls. Parcel is now lost, Longchamp refusing refund or another bag sent as they have to wait on investigation with UPS. Paid extra for express delivery, all for daughters birthday on Sunday and it won't be here, nor a refund to get something else. Have raised a dispute with Paypal but it also takes some time. Would not recommend at all. I've phoned 4 times and sent two emails. They haven't communicatec eoth me since I paid them. Just off phone again and even after forwarding UPS emails showing it's lost they still won't refund until 21 days.

Update: bag did eventually arrive but long after when it was due and when I'd paid extra for next day delivery, would still not use.