Proenza Schouler Reviews

Honestly choked by the non existing service from a high end luxury brand like Proenza Schouler:( 21 days has passed since Proenza received my return package (a bag which was delivered with completely scratched metal hardware. It looked like it had been draged across a concrete road) Still no refund!!! Come on, it is not OK to pay this much money for a bag, and then it has to be such a struggle to get a refund, when you deliver damaged goods!

I bought a sweater online at proenza schouler and it was advertised as 100% merino wool. It had no merino wool and was only 30% wool (rest synthetic) and made in China! This was misleading and they are selling low quality at top prices!! Beware of this bad brand clothing!!!

Proenza bags are cheaply made. Do not waste your money. Paid $1000 for a bag that fell apart after 6 months. Sent it back to the manufacturer and they did nothing. They said “normal wear and tear”. I will never buy another one of their purses.

I would rate 0 stars if I could. DO NOT GIVE THIS COMPANY YOUR MONEY. This is not a luxury brand, customer service will dismiss you. I purchased a purse less than 3 weeks ago, received 2 weeks ago. This week I was sent an email announcing reduced prices and realized the purse I bought was now $400 cheaper. It was 6am PST and I called immediately, asking if they could please price match as it was a significant difference, especially around the holiday season. My request couldn't be answered immediately, but I was told my rep would email me with a response on refunding the difference. Within a few hours, I was emailed stating they would not honor my request as they only price match within 7 days. I called back and was met with a new rep who belittled me and declined to offer assistance. I've been waiting for a call back from a manager now for 4 days; when I called back to ask about that follow up, I was told they couldn't guarantee any timeline in which someone would call me back, but that I could not wait on hold for someone to be available either. This company does not care about its customers, just a money-hungry wannabe-luxury label.

Do not respect terms and conditions of issuing offers.

Really bad business practices.

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