Longchamp Reviews 911

Absolutely horrendus customer service. My order has been sent to the wrong country and had no further updates! Tried calling and emailing Longchamp and courier customer service and no response whatsoever. I am so worried that money will be taken out of my bank account without nothing to show! I am extremely frustrated and annoyed with the whole situation.

My friend ordered a bag for me from Longchamp back in February and the delivery was a disaster. The courier clearly delivered it to the wrong address even the photo provided as proof of delivery showed a completely different house. After months of back-and-forth with customer service (mainly with Vanessa), the support was frustrating and dismissive. They even asked me to send pictures of my front door to compare with the one in the delivery photo it was obviously not the same place.
Despite all the evidence, the last email I received said the bag was delivered in a "safe place," and they decided to close the case. No resolution, no refund, no replacement.
I've had Longchamp bags before and always liked them, but after this experience, I will

I've had Longchamp bags before and always liked them, but after this experience, I will never order from them again. Extremely disappointed.

What a wonderful shopping experience. Thank you Hadj for your assistance, you made our day.

My nan got me a le pliage bag in size medium for my 18th birthday, after only a week of light use the brown tab had come undone from my bag. The glue had come apart and stitching undone. When sent back we were told there was nothing they can do about it as it has been used. In the consumer rights act a faulty good is able to be refunded or replaced within 30 days of purchase (which this was). We were not offered even a repair of the faulty good, we were just told they are sending back the original bag in its current condition.
We are not happy and won’t be using longchamp again which is unfortunate as I do like their bags.

Worst customer service ever

Order the le pliage bag in size large February 5th, and they sent me the bag in medium instead. Have since contacted customer service 3 times, but no answer.

Sent a message through instagram and was told to contact customer service again. Almost 2 months now and still no answer.

Didn’t expect this type of service considering the brand itself.. very dissapointing. I’m now left with a bag that I have overpaid, and can’t even return..

I ordered a bag on January 8, 2025. After 2 months of waiting and being told by email that it was on its way / then not on its way/ then the warehouse is busy, etc etc, I asked for a refund on March 7, 2025. The refund never happened. I complained and got no response. I contacted the Longchamp customer service in the area I ordered from (Japan) and they said it's not their problem?!
So you have taken my money and are refusing to assist me to sort out the refund or delivery of my bag.
Absolutely appalling.

I have only had this small bag less than one month. The seams are ripping, the corners are all popping out. I called customer service. They told me to send an email with photos for review. I did that. Three days passed and nothing. I had to call again asked what was going on. I was told that it's just wear! They may send me a repair lable but no one can tell me how long it will be gone? It's barely been used at all . Currently still on the phone because no lable was sent. That is a total of 4 emails, 3 calls and nothing. For a luxury brand this feels very much not.

Ordered a bag on Dec 11th, 2024, suddenly canceled on Dec 20th, 2024 saying that it was out of stock after being emailed and called several times.

My refund has not been processed up to today (12 March 2025) and they insisted that the refund has been processed correctly and that they no longer have my money on hold, but I have checked all my account statements and checked with my bank and ensured that the refund has not been completed.

My purchase was done through Longchamp Italy website, order number 1397336. Kindly check again and take appropriate measures and ensure that the amount I paid was not included in Longchamp’s yearly revenue.

Really really poor customer service. I ordered a Le Pliage backpack in December, which has been used only lightly since purchased. There is a tear in the bottom of the bag, and another one forming, yet nothing heavy or sharp has been put in the bag. I’ve contacted customer services twice - the first time, two weeks ago, I was told to take the bag to my nearest Longchamp store, I don’t live anywhere one so I asked for an alternative but have not heard back. I therefore submitted a new request over a week ago but have still not heard back. I’m £140 down, with a bag I can’t really use (and have barely used) and I can’t get hold of them. Poor customer service.

PENDING REFUND
[Global-e Services] GE7895828713FR
I’m really disappointed with the after-sales customer service, especially considering this is a luxury brand.
I returned my order three weeks ago 04.02.2025.and received confirmation from DHL on 06.02.2025. that the item was successfully returned. However, I haven’t received any acknowledgment or communication from LONGCHAMP regarding the status of my refund.
I’ve reached out twice via their “Contact Us” page but haven’t received any response. Now, I’m left in the dark about whether my refund request is being processed.
I’m extremely frustrated, as the amount I spent on this item was not insignificant. This experience reflects terribly on their customer service.
Sanja

In response to below, the Consumer Rights Act, 2015 gives a 30 day right to reject faulty goods and receive a full refund. You cannot make up your own rules that do not also meet these consumer rights. It also says that a product must be of satisfactory quality. Developing holes in less than 4 weeks of use is not satisfactory quality.
Terrible customer service and poor quality bag. I bought a le pliage bag in store and it developed holes in less than 4 weeks. It has taken 4 months of emails for them to agree to a return to store (at my expense) and now they tell me they will only repair it but the bag will be smaller! They refused to replace it as it has been used. I expect a high end product to last more than 4 weeks. How are they getting away with ignoring consumer rights?

Ref: L1623919813 / N 1397807, issued 11 December 2024.This process has been going on for 3 months, I want my money back urgently.

Below you can find the details of the order and the reason for my objection:

Order Number: N 1397807
Product(s): Le Pliage Green M Tote / Terra - Recycled canvas
Purchase Date: December 11, 2024
Reason for Objection: I returned the bag one day after receiving it, there was a stain on the bag that did not go away. When I saw that the bag I bought with great pleasure was stained, I will of course return it in accordance with consumer rights. I usually buy your brand's bags by seeing them in the store. Since the color I bought from the store was out of stock, I had to order it online and encountered something like this. Later, while my bag was being sent from France to London to my address, they informed me that it could not reach your address due to the lack of address in the warehouse and was stuck in the warehouse, and the bag was returned to France. And this process has been going on for 3 months, I want my money back urgently.

I can’t actually believe there’s been another problem with this order - 1343787. You have sent the bag back to the wrong address, even though you asked me to email you my address to avoid any errors. UPS have delivered to a different postcode which is incorrect and not mine. The proof of delivery shows it was delivered to a house that is not mine!! Please issue me a refund immediately.

Not an initially great experience as previous review.
I must say that the company has made an effort to address my complaint. My husband shopped from the legitimate site.
It looks like some people have had the misfortune to shop with a fake site, which might be responsible for some of the unfavourable reviews.

I wouldn’t even give this company 0 stars let alone 1, the customer service is absolutely terrible, I purchased a pink small short handle longchamp le Pliage, within 3 weeks the handle on the bag was faulty and stitching had come away, I sent this back (it was faulty and not fit for purpose) it took 2 weeks to be sent back via the returns label provided to be sent an email to say my bag will be sent back to me as this had been used, (used 3 times within 3 weeks and it was faulty) I sent 3 emails back with no reply, I called twice, and spoke with one women who was absolutely awful to me, no help at all, no offer or a repair, exchange or refund, I asked to speak with a manager, she refused, I asked for the complaints procedure she said no, you must call back, I said no I want to take this further as the bag is faulty and I would like if repaired or exchanged and she very rudely hung up the phone on me! I then had to call back and spoke to someone nicer who is asked for the case to be reopen and repaired, never in all my life have I been treated the way this company has treated me when buying a so called luxury item, £110 for a bag that’s faulty and staff that are so rude! As a consumer I have the right to return a faulty item for exchange or repair especially being after only 3 weeks old! I WILL UPDATE THIS POST IF AND WHEN I HEAR BACK …….
If I were you I would avoid at all costs, DO NOT BUY FROM THIS COMPANY.

Lonchamp-Stockholm.com is not the official Lonchamp company. It's a fake one. How could you believe that a Lonchamp bag costs only around 1000 sek?

I’m really disappointed with the after-sales customer service, especially considering this is a luxury brand.

I returned my order two weeks ago and received confirmation from UPS a week ago that the item was successfully returned. However, I haven’t received any acknowledgment or communication from LONGCHAMP regarding the status of my refund.

I’ve reached out twice via their “Contact Us” page but haven’t received any response. Now, I’m left in the dark about whether my refund request is being processed.

I’m extremely frustrated, as the amount I spent on this item was not insignificant. This experience reflects terribly on their customer service.

Order N°1425601

I placed an order on 9th December for a Le Pliage Original M Travel bag. It is now 3rd January and the parcel has still not arrived. I have received no information from longchamp and when I try to track the order, it says they have no order IDs matching mine even though it is the tracking number that they sent me on my confirmation email. This is absolutely shocking behaviour from what I thought was a reputable company. The £160 was taken out of my bank account without any delays so why can the same not be said about my parcel? I am very disappointed by this, especially around Christmas time. I would never recommend ordering from the Longchamp website again. Shocking behavior…

Order number 1389738

I am writing to express my deep dissatisfaction with the utterly appalling after-sales service I have received from the store in Louise (Brussels). As a loyal Longchamp customer who has spent several hundreds of euros on their products over a number of years, including a number of Le Pliage bags for myself and as gifts, I am both disappointed and extremely frustrated by this experience.

On 27 November 2024, I brought my Le Pliage canvas bag in steel to the Longchamp store in Louise (Brussels) after discovering a tear on the bottom left side of the bag after just one use, mere weeks after this was purchased. This is not the level of quality I expect from a recently purchased product, nor from a brand of your standing. I spoke with a member of staff from the store, Vanya, who assured me that the bag would be sent to the Longchamp atelier for repair or that I would be provided with a replacement.

Two weeks ago, on 16 December 2024, I received a call from a male colleague at the same store, who informed me that my bag had been repaired and was ready for pickup. I specifically asked for confirmation that the repair had been completed, and he assured me that it had.

However, when I went to the Louise (Brussels) store on 18 December 2024, I was shocked and dismayed to find that neither had the bag been repaired, nor was I provided with a replacement. This level of service is unacceptable and does not reflect the premium brand image that Longchamp portrays, nor the pledge to sustainability and durability it supposedly has.

I have also emailed the Louise (Brussels) Longchamp shop about this on 18/12/24 and sent a follow-up to my unanswered email, as well as tried contacting the Longchamp HQ via the online contact form on the same date, to no avail.

The lack of follow-through on their promises to long-standing customers and the poor communication from their staff have left me completely disappointed and frustrated. This experience has severely tarnished my perception of Longchamp’s quality and customer care.

I have been a loyal customer for years, purchasing and recommending their products, but this incident has left a very bad taste in my mouth. If this is the kind of service and poor quality one can expect moving forward, I can expect to refrain from purchasing any more Le Pliage bags if not also steering clear of the brand entirely.

Very disappointing with this company. Ordered a bag as a 60th Birthday gift on the 18th December. Today is the 31st December however no bag and zero updates from Longchamp.

Sent 2 chasers with zero response.

Order ref 1419433