Proenza Schouler Avis 

WORST CUSTOMER SERVICE

I have a bag, that I only used 5 times, and then the suede on the bag ripped open on the handle, and the hardware started to ware off color on the bag. I contacted Proenza, and it took over 6 months to finally send it to New York, which costed a fortune, and they wouldn't cover it. Finally I get the bag back(over a whole year after I first wrote to them), with no explanation, and it looked exactly the same. I contact them, and get a response several weeks after, where they tell me that it couldn't be repaired. They could have changed the handle, at least! They did nothing, and they refuse to refund me for the bag or send me a new bag. I have never experienced so bad customer service, where I have to keep writing for several months, and this ends up being my most expensive bag, because I only got to use it 5 times.

In their terms and conditions they state "Proenza Schouler offers a repair service for handbags and small leather goods purchased from proenzaschouler.com and any Proenza Schouler boutique up to one year from the date of purchase. If within this period you detect a fault, we will assess the issue and repair the product without charge. Please note that this policy does not cover normal wear and tear, misuse or theft. For items purchased more than one year ago, we offer repairs for a fee based on an assessment of the repair request. All repair requests must include original proof of purchase.” And
"At Proenza Schouler, we strive to provide our customers with the highest quality product. “.

They are clearly not living up to these statements, and therefor I would expect a large company like them to give me(a loyal customer at both Proenza and Farfetch) a refund, since I didn’t get what I payed for, and they can’t live up to repairing the bag.

I will never recommend Proenza to anyone, WORST QUALITY AND CUSTOMER SERVICE.

I purchased Small ruched crossbody tote colour 820 on 14/7/21.

The description of the bag stated that this model comes With an Attached leather pouch. That was the main reason for the purchase as the bag has little value for me wihout a pouch. The bag without it is totally unpractical for me.

I received the bag today 15/7 and it did not inhold the pouch.

I at once took contact With the Proenza Schouler customer service and called them on the phone. The Customer service staff confirmed the tote comes With the pouch and sited a human error in packaging the ordre. I was informed that the pouch was requested for me, but not garanteed.

Two hours later, I checked Proenza schouler website and found out that the description was changed and the information about the pouch was just deleted.

I called UK Office and confronted them With that. I was said that nothing can be done except of returning the bag. I was reassured that I will be offered compensation for inconvenience caused.

I also called the US Office, but also there I was met With a offer to Return the item.

I was promised to be contacted back my some mysterious management, whom I Could not get any names or contact details, but I was "promised" that the result would be the same: no pouch and the only solution is to Return the item.

Now, I received email from UK Office, With arranged pick up time for Courier to collect the bag; without that I actually was consulted if I wanted to return the bag.

I am totally appalled at Proenza schouler, a «luxury» brand, providing poorest customer service immaginable.

On top of that, the Company used tricks and deceiveing Tools by deleting the information from the website once a Client rise an issue about Product description.

The description of the pouch Attached for the model I bought, have been on the website for months. But once I raised the issue, the description was changed.

I realise that unfortunately, there is no one in Proenza Schouler who would actually take the customers side and would actually try and provide at least good custoer service, leave alone exvellent customer service.

Awful experience With a so called luxury brand.

Ordered a ps11 during recent sale on PS site but was sent a wrong order, they sent the cheapest item on the list. So I emailed them to arrange for returns and I received an email that a return pickup has been arranged but no email apology or explanation when they will send me the correct item. After waiting an hour or so, I emailed them again to follow up on the redelivery and received a basic response. Any other questions were ignored, unanswered. So I cleared my schedule on a Fri nite and stayed home for the returns collection. After 3hrs, I called DHL and was informed the pickup was arranged for the next day instead. Damn, the CS couldnt even do it well! After reading the reviews here, Im worried if my refunds will be processed smoothly. I also placed a new order to get the item I really want before. *fingers crossed* it will get to me the way I want it.

THE photo that Proenza posted on line was a misrepresentation of the actual product that they shipped in my opinion.
They showed the bag as appearing to be soft and supple floppy bag
The actual style, that they shipped was hard and stiff.
Certainly not a luxury handbag in my estimation!
Also their customer service agreed but later did a complete about face and then insisted that I keep it!!
I would never buy from them again!!!
A really sad and disappointing experience

Finally, I heard today from the customer service, this after two emails, I was waiting from December 25th, as their customer service from the main office said someone from US customer service will contact me, no one ever did, two weeks ago I sent another email asking for a return, they say they will pay for my dry clean bill, this is after they received money from my credit card until then they were silent. This is my first bad experience with a luxury brand, and I hope it is the last, I told them they can keep the dress and also my money. I will make a formal complaint to Amex and other appropriate personal about their bad business practices. Funny thing they sent me a survey asking me to provide feedback about their customer service

I sent a bag for a (small) repair 11 months ago, prepaid for it, and it's still with them (I hope). Customer service keep telling me there are delays. And only when I chase them. I appreciate covid caused delays early on in the process, and I was told to count on 3 months when I shipped the bag in January, but still. The item has sentimental value so this is causing me great distress.

Looking at these reviews, it seems I got lucky! I ordered a sweater directly from the website, which arrived to the UK in about 3-4 days via DHL. The sweater was too big, so I decided to return and order a smaller size. The return was simple and hassle free, using the book a return online service. The courier arrived on time to collect my package, I received my refund in about a week or so. The smaller size sweater that I ordered also arrived without any trouble. I didn't actually contact customer service so I can't comment on that, but the return process was very easy. No complaints here.

It was my first time buying a Proenza Schouler bag and unfortunately, it was also my last time. The handbag I ordered was defect when arrived, and I had a hard time understanding why Proenza Schouler did not just send me a replacement in order to offer me a good customer experience. Instead, the matter pended back and forth for almost two weeks, and at the end, I receive a small bag of bolts for the defect handle of which I had to fix myself.

Furthermore, the packaging was humble - handbag in a dust bag and in a paper box. I’m not fascinated.

Bought a top on sale and sale items cannot be returned - not even to change size. So you are f***** if the size doesn´t fit. The blouse was nothing like the picture in the webshop, and when confronted with this their response was simply not to answer.
All in all, I love the design, the items came quick, but if something is off, the costumer service is non-existing and the clothes is too expensive for a arrogant attitude like that

I ordered a bag from Proenza Schouler in June. When the bag arrived it had some dirt on the leather and hence I returned it.
Proenza Schouler works with DHL and therefore they came to pick up the package and gave me a receipt as proof of the return.

However, I never receive my money from Proenza Schouler. Apparently, the package has been lost on the way to Proenza Schouler. Even though it is their courier and they arranged the return and pick-up by DHL (and even though I have a receipt), they refuse to transfer the money back. During this process, I constantly have to contact them and they are not being very proactive or helpful. The package then luckily shows up with DHL, and Proenza Schouler agrees to transfer the money (around 1,5 months after I send the package back).

Now Proenza Schouler claims that they have transferred the money back. It has been 1.5 months and I have received nothing. I have contacted my bank, who does not see the transfer and who says it should not take more than one week for an overseas transfer. All they have done is to send me some useless screenshot that does not prove anything. It does not even show proof that the money was send to my account.

I have now spent three months and endless hours getting my money back.

This is without any doubt the most horrible, careless, and arrogant service that I have ever experienced. I will never again purchase anything from this website.