Marc Jacobs Opiniões 

I received a completely wrong item with someone else's invoice in the packaging. The contact details on the invoice for customer service were wrong. I then spent ages chatting to a bot and other people on their chat facility to finally get a contact email. They asked for pictures of the item, then they asked for additional pictures.
Its now almost 3 weeks since my first contact with them and its still not resolved.

They take forever to reply to emails and I haven't had a reply to my last email complaining. As I received a generic response. One of the options was the offer of a 15% discount. But it didn't say if that meant I would get that if I re order the item. Or if that meant I could keep the wrong item and receive 15% back

I've wasted so much of my time trying to sort this out, its no longer worth taking any more action.

Terrible experience and haven't got the Christmas gift I want to give either

This is the most incompetent company I've ever dealt with. I ordered an overpriced tote bag and paid extra for two-day delivery. It didn't show up, so I went online, and they sent me a message, "it's on the way," and the message showed the order had just been placed 10 minutes after my complaint email. Now I'm on the phone with a lot of people who don't speak English. They are telling me that it will be here in five days!!! But I paid for TWO-day shipping. ARGGGGGGGGGGGGGGGGGGGGGGGG! So much for "luxury brands."
After 15 minutes and offering to pay for FedEx the "customer service" person said, "There is nothing I can do." Yes, we said two day shipping BUT that's after we get the order processed which can take a few days????

Yes, we can refund your "Expedited shipping fee" and "Yes, I can return the product after it arrives." But he didn't know how I could return it for a refund.

This is your "Luxury Brand"

I ordered the bag Snapshot and received a completely different bag, different colour and it was from the clearance section. Informed the company and they said to send back the bag and then will receive refund. Bag was sent back and refund was returned. Marc Jacob’s did not offer any compensation for their mistake and didn’t offer to send the actual bag ordered.

Marc Jacobs has THE WORST customer service. I bought a bag on Thanksgiving as a Christmas present for my daughter. When the bag arrived the packing was opened and the duster bag was missing. I called Marc Jacobs customer service, spoke with an agent by the name of Beverly who told me to send a picture of the bag without the duster and send the bag back, and a new bag would be reshipped. I then received an email that I would be refunded. I called yet again, spoke with agent Annie, supervisor Angie and manager Ven who all told me the only thing they could do is send out the duster. What good would a duster do if I don’t have the bag that I was told to return. This company takes absolutely no accountability whatsoever! Don’t waste your money spending with a company who does not try to accommodate their customers.

Don’t waste money on fake leather bags!! After just 4 months it shows signs the leather is coming off!!! Disgusting ! Never again! Buy real
Leather from Italian brands.. but USA?? A fraude

One of the worst customer service experience's that I've ever had. I ordered a handbag that cost almost $300. I wanted it to match up with a pair of sneakers that I had purchased from them 2 weeks prior. But as soon as I received the order confirmation emil, I noticed that they had left out my apart #. I don't even understand how they managed to do that because I have an account with them that has my correct address. I immediately called them to correct the situation . But the customer service rep said that she couldn't update my address to reflect my apt # or cancel my order so that I could re-order with my actual address. However, she said that she could put in a request to cancel my order. So I agreed to her putting in the request. The next morning I received and email from a customer service rep named Anna. It stated that my address couldn't be modified but if I wanted to cancel the order, I just needed to reply to her email. So I replied that I absolutely wanted to cancel the order. So I'm waiting for cancellation email. But instead I received another email from a customer rep named Comer. That stated the exact same thing that Anna's email stated. Which was my address couldn't be modified but if I wanted to cancel the order reply to that email. So once again, I replied to the email and for the third time I stated that I wanted to cancel the order. Right after that I call customer and was told by Anna that she would put in for cancellation for me. But that was supposed to have been done by the customer service rep that I spoke with last night. Or at least by this morning after I replied to your email telling you that I did wish to cancel the order and then re-order with correct address. At that point I was extremely upset because I knew that they had no plans to cancel the order. Even though I was constantly lied to about it. But Anna continues to tell me that she would put in for a cancellation for the forth time and I would receive a cancellation email within 24 hrs. Which actually would've been 48 hrs from the time that I was originally told that a cancellation had been processed. Not even an hr after I got off the phone with her to no surprise I received a shipping confirmation email. So like I already knew, they had no intentions to cancel my order. But why would you knowingly want to send a package out with an incorrect address?! If they were the last store on earth I would NEVER purchase anything else from Marc Jacobs!

Very dissatisfied customer,
D. Walls

Ho ordinato la mia tote bag dal sito ufficiale,dagli USA arrivata in 3 giorni.
Borsa stupenda,spedizione DHL e servizio tracking impeccabili.
Solo un piccolo suggerimento,più protezione all’interno della scatola x non far ballare troppo gli oggetti nella scatola.
Ma comunque tutto perfetto!

Buon giorno oggi a Serravalle Scrivia c'era il fescion festival con sconti fino al 70% con presentazione di 3 prodotti sul sito ufficiale. Mi sono presentato davanti al negozio alle 7:00 del mattino nonostante aprisse alle 9:00 per accaparrarmi la borsa che avevo scelto in promozione, ed ero nelle prime 10 persone. Alle 08:40 la responsabile ha aperto le porte consegnando del bigliettini gialli e comunicando che la Bors nera era terminata. Chi è in grado di spiegarmi com'è possibile. O meglio chi è in grado di dirmi quante borse erano state consegnate in negozio per il fescion festival non penso che erano solo 5/6 pezzi. Spero che qualche responsabile di zona legga questa recensione perché non è così che ci si comporta con le persone è solo una presa per i fondelli e che la responsabile del negozio si prenda una bella lavata di testa.

Ordered £330 bag on 9th September and still haven’t received it. Awful customer service who do not respond to emails at all. No refund,no bag.Will never buy from this company again.What a rip off.

Placed an order for the bucket bag, and immediately regretted it after reading all the negative reviews. I had a really good experience, received within a week, bag arrived well packaged and protected and was in perfect condition. Really pleased with my new bag

I placed an order for a bag and paid extra for 2-day shipping, yet it has been over a week and I still haven’t received it. When I reached out via email, the response I received was dismissive and did not acknowledge that I paid for expedited shipping. It also seems I’m not the only one experiencing this issue. Your company needs to improve customer service and remove the 2-day shipping option if it cannot be fulfilled. Customers should not be charged for a service that is not delivered.

Achat effectué sur le site Marc Jacobs, j’aurais du commander sur Zalando. Car l’étiquette de retour si on souhaite échanger est facturée 20€ !!
On ne m’y reprendra plus !
Pas de hotline en France et pas de réponse du support client, vraiment pas à la hauteur !

i ordered my bag at marc jacobs online. and when i opened the box it was inside the dust bag. the hardwares and strap were not even covered with paper and the tag was detached and was inside the envelope together with the other papers. it immediately came to my mind they might have sent a return package. so i contacted the customer service and they told me that it is how they wrapped my order the tags are removed to protect the bag. i searched on youtube about unboxing and with the same bag i purchased the one on the video was wrappped approriately. i am really dissapointed. still thinking if i will return the product and if they will accept it if i returned it

Never again, poor customer service, they don’t pay attention to the customers issues reported with their products, expensive items delivered without signature requirements, refunds policy not followed by CSR, I don’t recommend this site…

Franchement, honteux. Mon achat chez Marc Jacobs a tenu… 3 mois avant de se décolorer complètement. Et le pire ? Les vendeurs étaient au courant de ce problème mais ne préviennent pas les clients. Le service client ? Inutile. Aucun geste commercial, aucune solution. Quand on voit le prix exorbitant qu’ils pratiquent pour une qualité aussi médiocre, c’est scandaleux. Faut pas s’étonner qu’il y ait si peu de gens qui achètent chez eux : avec un rapport qualité/prix aussi catastrophique et un service aussi désastreux, ça ne donne clairement pas envie de revenir. J’ai toujours idolâtré ce sac , j’ai mis mes économies dedans et voir qu’il ne tient même pas 1 ans c’est honteux , je ne rachèterais sûrement pas de sac comme ça !

This was my first time ordering from Marc Jacobs online, and unfortunately, I was very let down by the packaging. I purchased a crossbody bag as a birthday gift for my daughter. Given the reputation of the brand, I expected a well-presented package—maybe branded tissue paper, a thank you card, or even a small gift bag.

Instead, it arrived in a black mailing envelope. The purse was simply wrapped in plastic, with a yellow Marc Jacobs envelope containing only the receipt. It didn’t feel like a luxury purchase at all. Even my husband asked if I had ordered from a fast fashion site like Shein.

The bag itself is nice, but the unboxing experience was underwhelming. I had to go out and buy my own tissue paper and gift bag to make it presentable for her birthday. That excitement and surprise I wanted for her just won’t be the same.

Really disappointing for such a well-known designer. I expected better.

I wish I had read these complaints before ordering my bag, ordered 08/07/2025 monies were taken 11/07/2025, order still not shipped. Emailed numerous times just get fobbed off, I called American customer services today and she just sent me same link they ignore. £225.00 wasted.

Will never order from Marc Jacob’s again.
I ordered a bag in the sale, it stated 3-4 days delivery, once placed I was advised it could be up to 7days until it’s dispatched.
It was eventually dispatched.
It never left the USA, it was 3 days and I tracked my order to find it stated the delivery was returned to sender. No updates given from Marc Jacob’s, I emailed and got an automatic reply stating if I still wanted the order I would need to order it again and it will be a couple of weeks for my refund, still had no idea why it was returned to sender. My address was all correct.
I had to raise a dispute with the bank who managed to get my money back the next day.
Rubbish customer service from Marc Jacob’s !

A FUIR !!!
Très rapidement après mon achat, mon sac s’est décoloré, sac bleu virant par endroit au violet avec apparition de taches !
Retour en boutique où on me dit que c’est normal , usure normale ! Que c’est le jean’s qui se délave ! N’importe quoi !
Mon sac est en toile mais pas en jean’s ,
Et rien à voir avec un délavage.
La vendeuse n’a rien voulu savoir !
Je constate que c’est un problème recurrent donc si vous voulez perdre 200€ …

Made an order for the wallet purse 3 weeks ago, no sign of it being shipped, contacted customer services twice and was advised both times that I would receive a message to let me know the status of my purchase and heard nothing, then requested a refund, they advised that they would send to review team for refund, avoid!!! Not worth the price or hassle.