Proenza Schouler Reviews

I'm honestly shocked at how little service you get from a high end brand like this. It's been 21 days since they received my return package with a bag that arrived with completely scratched up metal hardware, like it had been dragged across concrete. Still no refund. This is not okay. You pay all this money for a bag and then have to fight just to get your money back when they deliver damaged goods.

These bags are not well made. Don't waste your money. I paid $1000 for a bag that literally fell apart after half a year. Sent it back to them and they basically did nothing. They called it normal wear and tear. I'm done buying from them.

If I could give this zero stars, I would. SERIOUSLY DO NOT GIVE THESE PEOPLE YOUR MONEY. This is not a luxury brand, and their customer service will treat you like garbage. I bought a purse less than 3 weeks before it arrived, and this week they sent out an email with a huge sale. I saw my purse was now $400 less and immediately called at 6am to ask for a price adjustment given the timing. They said someone would get back to me via email. A few hours later, they rejected me saying they only price match within 7 days. I called again and got a different rep who was straight up rude and refused to help. I've been waiting for a manager to call me back for 4 days now. When I checked in again they said they couldn't promise any timeline and also wouldn't let me wait on hold. This place doesn't care about customers at all, just making money. Total fake luxury brand.

Worst customer service and quality I've ever seen. Had a bag I only wore 5 times when the suede handle ripped and the hardware started losing color. I contacted them and it took over 6 months just to send it to New York for repairs, which cost a ton and they wouldn't pay for it. A whole year later I finally get the bag back with no explanation and it looks exactly the same as before. I reach out again and get a response weeks later saying they couldn't repair it. They could have at least replaced the handle! They did nothing and won't refund me or send a replacement. This is the worst customer service I've dealt with from any luxury brand. I had to keep emailing for months and only got to use my most expensive bag 5 times. Their own terms say they offer free repairs for a year after purchase but apparently that doesn't mean anything.

Ordered a ps11 during a sale but they sent me the wrong item, the cheapest thing on my order list. I emailed about arranging a return and got confirmation that pickup would be arranged, but no apology or explanation about when they'd ship the correct one. I followed up an hour later and got a generic response. All my other questions were ignored. I cleared my whole Friday night to be home for the return pickup, waited 3 hours, then called DHL only to find out they actually scheduled it for the next day. Their CS can't even do that right! After reading the other reviews here I'm nervous about whether my refund will actually go through. I placed another order trying to get what I actually wanted before this mess gets worse. Really hoping it works out.

The picture on their website looked nothing like what actually showed up. They showed a soft, floppy bag but sent me something hard and rigid instead. Not what I'd call a luxury handbag at all. The customer service team even agreed with me at first, then completely flipped and told me to just keep it anyway. Will never shop here again. Super disappointing overall.

Finally got a response today, but only after sending two emails and waiting since Christmas. Their main office said the US team would contact me and they never did. Two weeks ago I sent another email asking for a return and suddenly they offered to pay for dry cleaning, which came after they'd already taken my money and been silent the whole time. This is hands down the worst experience I've had with a luxury brand. I told them to keep both the dress and the money. I'm filing a complaint with my credit card company and everyone else I can. Pretty ironic that they then sent me a survey asking for feedback on their customer service.

First time buying from Proenza Schouler and unfortunately my last. The bag arrived with a defect, and instead of just sending me a replacement to make things right, they dragged it out for almost two weeks. In the end they just sent me a bag of bolts so I could fix the broken handle myself. Plus the packaging was pretty basic, just a dust bag and paper box. Not impressed at all.

Bought a top on clearance and found out sale items can't be returned or even exchanged for a different size. So you're completely out of luck if it doesn't fit. The blouse looked totally different from the photos online, and when I pointed this out to them they just never responded. I like the designs and shipping was fast, but if anything goes wrong the customer service basically disappears and they're way too expensive to treat customers this poorly.

Ordered a bag in June. When it came it had dirt on the leather so I sent it back. They use DHL for returns and the driver gave me a receipt. Never got my refund though. Apparently the package got lost in transit. Even though DHL is their courier and they arranged everything, they refused to refund me at first. Eventually it showed up with DHL and they agreed to send the money back, which took about a month and a half from when I sent it. Then they said the money was transferred. It's been 1.5 months and nothing has shown up. I contacted my bank and they don't see any transfer either. They said an overseas transfer shouldn't take more than a week. All they've given me is a useless screenshot that doesn't even prove money went to my account.