Longchamp Reviews 

I have been trying to sort out a repair for nearly 3 months now to my handbag. Customer service are inconsistent in their policy, slow and unhelpful. All I want is a returns label so I can send my bag to them for repair, I am happy to pay, but they will not do anything or respond! Terrible service for a very expensive luxury brand. Will never buy anything from them again

After being a loyal customer since age 16, Longchamp has officially lost my business. I ordered a £300 personalised bag for my mother first week of November, only to be met with a total systemic failure.

The Delay: Despite the bag being ready on November 27th, Longchamp sat on the finished product for three weeks before shipping it.

The Incompetence: Their website still shows a delivery date of Nov 28th. Customer service is clueless, with zero visibility into their own logistics.

The Result: I leave for the holidays tomorrow. The bag was just sent to a UPS point that only holds items for 7 days. Because of Longchamp’s 21-day shipping delay, the bag will be sent back to them before I return.

For a "luxury" brand, their operations are primitive and their communication is abysmal. I am now traveling to see my family without a gift for my mother. Do not trust them with your special occasions—they simply cannot deliver.

I've had a shocking experience with this disgraceful company and I'd strongly recommend avoiding purchasing from Longchamp.
Their customer treatment was so poor I thought I had accidentally bought from a scam imitation company until I checked trustpilot. My experience is clearly not an isolated issue.
I bought the 'Le Pliage Original' nylon bag online, colour Mocha, but when it arrived I realised the colour wasn't for me & I'd rather return it. I packaged & posted the bag back well within the 30 day return period, though I must add I had an ordeal trying to get a return label. I kept getting an error but it tells you to try again later, I eventually had to phone to get a label generated.
Their returns requirements are also unfeasibly complicated requiring multiple forms and signatures for customs given the return goes back to France, fair enough, but their instructions to complete these are totally vague and unclear.
The saving grace is that their courier is UPS so you are provided with detailed tracking information. After two weeks I realised my return hadn't moved after arriving in France. What followed was weeks of email exchanges, I had to provide my proof of postage three times, they asked me to complete a 'sworn statement' stating that I hadn't posted an empty parcel, which is pathetic, then you have to wait on your refund while they carry out a 10 day investigation with the courier. Immediately assuming that the missing parcel is the fault of the customer is not what I would expect from a supposed luxury brand, any other reputable retailer would immediately refund the customer, then take the matter up with the courier.
The 10 days passed, no communication. I had to chase this up twice again to then be told that I would not be getting a refund because the investigation concluded that the weight of my parcel was 'abnormally low' when it entered the network. Considering that this bag was not cheap at £110, I was distraught. I know I posted the return but I felt totally helpless with no real way to prove it.
I see from reviews this has happened to others, please don't accept it. The website says the bag is only 263 grams so it would naturally be a very light parcel and I'd used the same packaging it had been sent to me in therefore, it was deemed fit by Longchamp for transit. Longchamp couldn't or wouldn't provide the 'abnormally low' weight reading to me, so I don't know what this was but I am absolutely convinced it was made up to try and unlawfully deny a refund.
I informed them I'd report to my credit card company & trading standards as I had used their mandated returns process in which case they assume the risk from the moment the return is posted. What's more, the tracking link showed that my return was actually still stuck in transit and hadn't been received anywhere so there was no way for them to conclusively prove it was empty.
Funnily enough, the next day I was told that ' following a further review of your case' I would be getting a full refund after all. The fact they say they need 10 working days to investigate is nonsense considering they then magically manage to re investigate within a day.
All this took 8 weeks to resolve and I had to chase multiple times which is totally unacceptable.
This was my first purchase from Longchamp and it will certainly be my last given they effectively accused me of stealing. I see they have responded to others reviews on here in an attempt to try and justify their crooked conduct. Longchamp if you are reading, I don't want to hear it, I am thoroughly disgusted with your treatment of me.

Update:
We finally heard back via email. According to customer service, they had a major system failure on the 5th of December. It would have been nice to know. In an addition to that it would have been nice to know that they hadn’t forgotten our order and that they were still planning on sending it. We have received our order in time for Christmas and it was nicely wrapped.

We placed an order as Christmas gift on December 5th. The webside said it would take 1-4 business days to send. DHL still hasn’t received the package to this day, December 16th. I’ve contacted Long Champ through email and no response. They have drawn the money on my bank account, but no package and I have no idea where it is or even if it is on its way. It feels like a complete scam and we’re very disappointed as we thought we were buying something legit. Either we want our money back ASAP or that our order is here within Friday the 19th of December. I’m writing this review so other people don’t stand without a Christmas gift like us.

This is further to my review left 6 days ago.

After months of back on fourth querying why my parcel hasn’t been dispatched even though I had been told it was complete many weeks ago it was finally dispatched. This was with no notification from longchamp by email / progress wasn’t updated on my account as ‘dispatched’ in fact my account still says my order is in progress.

You might think I was glad to see at the very least I might get my bag before Christmas .no. Someone in longchamp incorrectly entered the first line of my
Address as ‘Les Boutiques Longchamp’

So my parcel made it all the way to a hub in the south of Ireland (I live in the north) and I can now see it’s making its way back to France through multiple French airports. Please note I did not include this line in any of my delivery address details on my account. So this error has now clearly caused confusion among the delivery company causing it to be rerouted back to France. What an absolute disaster!!!No doubt now I will have an absolute nightmare trying to get the parcel or a refund.

Never again in my life will I go near this company. It simply isn’t worth it. All of this hassle over something I thought would be a special Christmas present for my family member.

My order is 1749131

I ordered a mini bag for my spouse, from longchamp UK . it was so tiny , like for a 5 year old, so I initiated the return.
Very Difficult process. Once you’ve logged in several times and found the return link, they then send you an email via UPS.
You then go through UPS requirements for a return label .
Once you go to print, the return label is accompanied by 3 more invoice labels .
The handbag is returning to FRANCE !
Not the uk . You need 3x custom declarations, and bag must be in its original packaging. What a palava . Never , will I ever use longchamp uk again , as the return will go to France, and no doubt be lost in the process. They never mention this , happy to take your money.

Amazing quality, workmanship, design and aesthetics, I own a whole range of Longchamp products from bags to ready to wear, shoes, and those are my all time favorites!
Online ordering process including returns is super easy, trackable and reliable, I can fully recommend ordering online from them, although my instore experience has been just as pleasant whenever I have had the chance to do so! I wish there was a Longchamp store here in Basel!💖

I ordered from Longchamp on 27 November with urgent delivery. Weeks later, I still have no package, no real answers, and absolutely no accountability from the brand. This is the kind of service you’d expect from a shady online seller — not a supposedly “luxury” brand.

My parcel, which should have been delivered within London, was somehow sent to France. How does a company with global distribution manage something this careless? Even worse, every time I reach out, I receive vague, copy-paste replies or no response at all. Nobody takes responsibility, nobody investigates, and nobody seems to care.

Because of their incompetence, I missed giving a planned gift to a friend who has now left the UK. The moment is gone, and the item is effectively useless — assuming it ever arrives, which at this point feels unlikely.

What’s actually shocking is the number of similar reviews from other customers. Had I seen them earlier, I would never have trusted Longchamp with my money. Their handling of orders and customer complaints is disgraceful, and their silence speaks volumes.

Right now, it genuinely feels like I’m being ignored until I give up, and I am not convinced I will ever receive my order or my refund. For a brand that claims to be premium, the customer service is nothing short of embarrassing.

I will never order from Longchamp again, and I strongly advise others not to as well

UPD: Matter has been resolved, however they didn’t even bother to respond to my last email and at the very least offer their apologies for their lackluster service and the entire inconvenience caused. Instead, they are blatantly lying in their response to my review as they have received absolutely all necessary information and the carrier has also informed me that the investigation has been concluded. Liars. Will never shop with Longchamp again.

Placed an order for a customized bag that was meant to be a birthday gift. The parcel was eventually marked as delivered God knows where, even though I deliberately stayed home the entire day awaiting delivery. I reached out to Longchamp customer service the following day and was sent a form to complete so they could initiate an investigation with the carrier, which was supposed to take up to ten business days. Yet here we are, several weeks later, with absolutely no resolution whatsoever.
I’ve called them multiple times and each time I’m given different information, excuses, and the clear impression that they cannot even see previous communication in their system. Not to mention the agents are not only completely useless, but also unbelievably rude on the phone, giving you attitude when you simply demand what is legally yours. Absolutely atrocious service, and I sincerely wish I had seen these reviews before placing my order. Such a stark contrast to the service they provide in store, and I genuinely don’t think I’ll ever be shopping there again. I am honestly appalled and shocked, and I will be opening a dispute.

Delivery times not correct on the website (late for several weeks!) Customer service very poor and hot helpful at all.
Very unprofessional, misleading and not transparent.

Answer to the reply:

Unfortunately, the delivery extension was only communicated after my follow-up — which itself was already past the originally confirmed delivery dates.
Delivery timelines directly influence (my) purchase decisions, and had there been any indication (even as a potential risk) that delivery could extend to 6–8 weeks (instead 2-3 weeks), I would not have proceeded with the order.

I received a bag from my husband. This bag was bought at Holt Renfrew Montreal.
After using the bike for seven days during a trip, I realized there were holes in the four corners. I’m 59 and I take good care of my stuff. I returned and they said that the holes were too big and that they couldn’t fix it for me or reimburse me or change it nothing so this brand is now out of our family my daughters, my daughters-in-law my friends everybody knows about it and I talk about it to everyone don’t buy LINGCHAMP for this amount of money it doesn’t worth it. It’s a big fraud.

I placed my order on 19th November, UPS tracking showed it as delivered even though the parcel was never available for collection. The pick-up point later confirmed it was returned to UPS, meaning I never received my item.

Longchamp are refusing to issue a refund or replacement unless the pick-up point completes a UPS “denial letter” confirming I didn’t receive the parcel. The pick-up point refused to do this, saying it’s nothing to do with them.

Despite all this, Longchamp won’t take responsibility and I’ve been left going backwards and forwards trying to get a resolution.

Under the Consumer Rights Act 2015, it’s the retailer’s responsibility to ensure delivery, not the customer’s. Longchamp’s policy puts the burden on the buyer even when delivery fails.

Avoid if you want reliable service.

My longchamp pliage big size has been used up to 10 times since purchase, very light use. it now has air bubbles around the seams and the corners started to get damaged. i contacted customer service and they are sending me emails that make no sense saying thank you for ne informing them that i repaired my bag. are you stupid? for a 120 gbp bag made of plastic made in china are you really stupid???? i want my money back !!!!!

Appalling customer service - asked me a million questions about the issue and provided everything. Then told to take to nearest store - I had already told them I live 150 miles from the nearest store on Edinburgh and could not make a trip up then back, then back again to collect repaired bag. I was then asked to take to Fenwicks outlet - however they no longer accept the bags to repair After telling them all of this, and having asked to post it to longchamp for repair, I have now received total silence from the customer service dept. For two weeks, despite chasing up, silence and so no further forward. Absolutely appalling service and I will never buy from this brand again.

I purchased a bag on 11 November, and the delivery has been delayed due to a missing commercial invoice. Fair enough — these things happen. What I didn’t expect was the complete lack of support from Longchamp throughout the process.

Despite the parcel being stuck for almost 2 weeks, I was told that they cannot issue a refund or send a replacement until the carrier’s investigation is completed. According to them, this is “mandatory” for all missing-parcel cases and typically takes around 10 business days. In the meantime, I’m left with no bag and no refund, which is completely unacceptable for any brand, let alone one that positions itself as premium.

From a customer-service perspective, the situation is genuinely disappointing. I’ve had delivery issues with other companies before, and in every one of those cases the retailer immediately sent a replacement while they carried out their investigation with the courier. That’s what good customer care looks like — you don’t leave the customer to deal with the consequences of a logistical mistake.

I honestly did not expect Longchamp to handle the issue so poorly. Having to chase updates, wait indefinitely, and be told repeatedly that nothing can be done until the investigation ends has been incredibly frustrating. This experience has completely put me off purchasing from the brand again, which is a shame, because I really liked their products.

I hope Longchamp reconsiders their approach to customer support, because this level of service is far below what customers deserve.

My Third ongoing review.I returned a £220 bag vis UPS ( their return label) I am still waiting my refund. On this review site they claimed they had tried to refund me but my ongoing payment dispute with Longchamp meant the refund couldnt go through.

I have since spoken to Lloyds Bank at length and they told me they are absolutely not blocking a payment from Longchamp. Lloyds Bank have categorically told me to NOT retract the ongoing payment dispute with my bank Lloydys and Longchamp - as if I did Longchamp could still not refund me and I would be unable to raise a second payment dispute with Longchamp. Its a tactic so I lose my rights with Visa Payments. Thank you to my bank for continuing to support me on this.

The advice publicly given on Trustpilot was something my bank said was a common tactic to pressurise customers to remove payment disputes. I told my bank “Longchamp said you are blocking my refund because I have the ongoing dispute over the payment” . They have assured me this is absolute rubbish and not the case.
They told me that merchants use this as a pressure tactic.

I was advised in a reply on Trustpilot by Olufundo and separately to my email from Longchamp . Olufundo your advice on your reply has been ill advised and something financial institutions deter customers from doing. Because your company then wont refund and the customer is powerless.

Customers of Longchamp should never retract a payment bank dispute on the advise of Longchamp.

I Havent retracted my dispute . I am still waiting for a refund for a bag that was returned to France on 8th October

Genny was superb! Very patient and helped me make up my mind between 2 beautiful mini bags. I ended up buying both and am very happy
Thank you Genny !

If I could give 0 I would !
Very bad customer service . I got a bag for my birthday wear once and I had a fall on the bus I fall over and my bag went damage . I emailed the company if can repair or exchange but they didn’t seem helpful trying to pretended don’t get my reason of contact me .
Couple of email kind words from them how sorry their are I can purchase a new one if I would like and there is no repair for that damage .
Name of this people to avoid Luca and Daria . Luca over the phone limited English which quite annoying to discuss the situation.
I asked to speak higher manager they declined as Luca declined to give the email said there is no such a things .

The bag is not durable very bad quality skilled bad from the first open - also made in china which was my concern why we don’t get Paris quality .

I am not happy with the service and shame of this company I know they won’t care again my review but I won’t give up

This is a continuation of the previous review. I made a return and got a refund of the bag but I was promised through phone that I would receive my delivery fee back as well but it didn’t happen. I only got money of the bag back but it clearly wasn’t my fault that they sent me faulty item and I have to pay for delivery and they should have refunded me my delivery cost as well because I have to make an order again and who is gonna promise me this time that I’m not gonna receive defective item again. I tried to contact with them and now it has been a week and again no answer.