Paul Costelloe Bags Reviews 195

Ordered 2 bags in December 2024. Asked for delivery to local post office depot as I would not be in as the bags needed signatures and this was an option.
One bag was left on the doorstep the other has not been received. I have been told yo wait as its in transit. Its obviously not going to arrive now.
Pink bag received is poor quality leather with peeling on the handle before use. I see no point in sending it back. AVOID THIS COMPANY

I received a pair of grey Paul Costello leather gloves as a present in Dec 2023. I didn't start using them until Nov 2024 & had only worn them a couple of times when both goves ripped! I contacted the Customer Service Dept, who fobbed me off with saying it was too late & I should have contacted the store where they were purchased! Absolute rubbish.

I bought a Paul Costelloe bag from Asos in May 2023. I bought this bag as it is real leather and thought I was making an investment, a ‘keep a bag for life’ kinda deal. Well… the leather may be real but its poor quality, it gets scuffed soooo easily and starts to peel wherever there is a scuff. So every freaking month, i have to clean, moisturise and blacken my bag. I’m fine with doing this a couple of times a year but every month? For a €345.99 bag? No. Also, the hardware is a JOKE. It keeps falling apart. First, the little metal nub on the draw string, then the zipper, then the long strap’s carabiner, then the little strap’s carabiner. This bag is crap, AVOID!

I think its a fake company or at least not the real Paul Costelloe. I ordered two bags just over a week ago. Although I received a confirmatory e-mail* as soon as my order went through I haven't heard from them again, nor received the goods despite contacting them to enquire about dispatch and a tracking number.
* ORDER CONFIRMATORY e-mail: "Just to let you know — we've received your order#.... , and it is now being processed
''Thanks for using (link to website)''
There was no address, telephone number or ways to get in touch , nor person or department.
Since then I've heard nothing. Their website states orders take 3-5days to arrive.
They never confirmed order dispatch nor provided a tracking number. I contacted them last Wednesday after 5days, requesting an update and tracking number via their contact form as they do not give a phone number. They never responded and the expected delivery dates ( according to their website timelines) came and went. I have raised this with paypal who are now dealing with it including a timeline for them to respond.
I discovered the payment went to LLoyd Baker leather ltd, not Paul Costelloe and its not clear whether this company is affiliated with Paul Costelloe . I tried calling Lloyd Baker on the number from their website but this number did not work.
Some reviews here on TrustPilot mention quality issues including zips of Paul Costelloe bags. On checking their website terms and conditions( under Faulty items), It states:
''Our leather bags and accessories carry a 6-month guarantee. If within this period you find fault with your product (excluding general wear and tear), you can return it to us for a repair or replacement, provided that you are able to provide proof of purchase. The fault will then be carefully investigated and following this we shall contact you to discuss an appropriate solution....
''Within the 30 days of receipt: If you request a repair or replacement due to faulty goods, we will assess the faulty products. If appropriate we will refund you the value of the product or provide a replacement...''

What self-respecting company (supposedly higher- end) only gives 6 months product guaranatee 'excluding wear and tear' for expensive products? Especially those made of leather???

Might as well shop elsewhere and spend the money on a brand that stands by their products as well as customer service. This explains why reviewers have been having issues with the products and zips -THEY ARE NOT MADE TO LAST!
Therefore the impression is this is a fake website and not the real Paul Costelloe brand.

UPDATE: 21st October
They got back to me today, as follows, no doubt because of Paypal, claiming one of the bags was 'fully sold out. .'' and that they were trying to arrange one from their ''supply source'' ..
I checked their website and the item is still on sale, and can be added to the basket and even go to checkout so saying it was out of stock was untrue.

I've responded by asking for a cancellation of the whole order and refund, including that the item was still available on their website.

Email they sent to me today. check grammer:
''Dear Ms... (my first name)
Good morning. Apologies for responding to your mail. Thanks for your order, but unfortunately, one of the item ‘VIENNA’ Red bag is fully sold out and is not available. We are trying to arrange one for you from our supply source and that is causing some delay. We hope you would consider the same. I will confirm you later today. Once received we will despatch by priority 24hrs service.''

Kind Regards,
Team Paul Costelloe

Well I have read other reviews and I agree 💯
I bought a bag in May 2024 and handle is falling apart by end of August 2024! I have emailed over 10 times and apparently they are not interested in helping they say its due to usage??! How can they claim to make luxury meticulous hand crafted bags...which only last a couple of months!! I would have happily accepted an exchange but so far....no help from the store or website online??
Worst customer service I have ever encountered!!

Purchased a lovely, leather back pack. Used few times as have lots of bags! The clasp fastening has come off the bag as the tiny screws have fallen out. I contacted customer service who asked for photos and then did offer to send out further supply of screws! Erm no, the bag is faulty, why should I try fixing it! Customer Service then asked me to send the bag in for repair but refused to pay postage cost! Erm, the bag is faulty, why should I pay to return it. I've not heard from PC again and won't purchase in future.

Purchased a bag in October 23, it was a bag I didn’t use everyday, just when going out out & shopping.
8 months later it looked very tatty, the leather started to come away from the bag in various places all over.
It got to the stage where I couldn’t use it anymore.
I rang the shop I purchased it from in Cheshire Oaks, was asked to send in photos which I did.
That weekend I was visiting Cheshire Oaks so called in, spoke to the store manager who told me she had sent my photos to head office and they had replied it was wear and tear.
I wasn’t happy with this answer, so she gave me customer service email so I could complain.
Which I did, no reply after 2 weeks I chased this up only to be told it was wear & tear and there was nothing that could be done about it.
They just didn’t want to know.
Having read other reviews on here this seems to be a common occurrence.
Never before have I had a bag that was unusable after a few months.
Poor craftsmanship.
Another customer lost.
Just glad I didn’t pay the full retail price for the bag and I purchased it at a designer outlet.
My bag is now in the bin.
Just be wary when purchasing Paul Costelloe items.

I purchased a leather bag in November we are now in February and the leather is pealing away from the bottom , so I emailed the company no response, so sent another this time I got a reply saying this is normal wear and tear for a bag of 4 months old!in the mean time my friend bag is far worse . I guess they are saying the bags are poor quality and won’t last !

I purchased, at considerable expense, a wallet as a gift for my son.
The stitching around the wallet has detached from the main part, which even cheap ones don’t do this.
As my son is in the army he does not use this on a daily basis only when off duty.
I contacted PC customer services and they did not even acknowledge my email. In this day and age when businesses are struggling, you would think customer service is very important!
I have purchased bags from Costelloe previously but NEVER again.
Reading other reviews i can see this is not an isolated case!
Call yourselves a premium brand 😱

Bag was good quality (so far), quick to arrive but couldn't access the tracking as it was for a present so wanted to make sure it arrived in time. However no response from customer service, complete silence and it seems I'm not the only one with that issue from other reviews.

I purchase a Paul Costello purse and within 4 months the fastener had snapped off.Contacted the company who will neither replace or repair!! Disgraceful for such a renowned company and not good for their image..What other business would abdicate responsibility to replace faulty goods like this?
Shameful..never buy from them again .

I have bought a few bags from PC and loved them all. The 2 stars is because i have loved aall previous bags.
The metal clip on one strap snapped 5 months after buying it. Customer Service tried everything to turn me away and refuse to exchange/repair the strap until I quoted the gov website section about accepting returns and giving refunds and suddenly they'll accept the strap for a repair. It has been sent off and I will update this review when they return/repair/replace the strap.

In the past I have purchased many bags, these have been perfect and still going strong. However, I recently ordered and received a Bag that was faulty. The manufacture of the bag was disappointing. One side was perfectly straight the other was angled, which on a shoulder Tote really stood out. The one I received was nothing like the photos of the bag on the website. All the bags, in the same style, and in all colour choices were perfect, mine was not. Returned for a refund, sent PC photos of the bag, including measurements being out on the one side compared to the other by about 1cm. PC have only partially refunded, charging me for the return postage. They claim there isn't a fault. Have emailed them with regard my disappointment, awaiting a response.

No reply from PC. Will not be purchasing from this company again.

15th Oct - Still no response from PC customer service, dreadful. Not the way to treat a loyal customer.

Terrible customer service.

I have bought a few bags from Paul Costelloe and found them to be good quality. Unfortunately the most recent one has been terrible and very quickly started to fall apart.
It took 2 emails before I received an answer from Customer Services who basically stated that if over 3 months old they are not interested. They did not answer my further email requesting the email address of the company director.
Surely a quality bag should be expected to last longer than 3 months
I don’t think I will buy from this company in the future and would definitely not recommend them.

I ordered a leather bag, the material is really good, amazing details.it only took 2 days to be delivered. Very happy with my purchase.

Just got my bags now! I am so pleased with my purchase! Really love it! Recommend it with all my heart! Very good quality and very good price! Thank you vvv much Paul Costello! ❤❤❤😀😀😀

I bought a bracelet with gems on it and within a couple of hours of wearing it I noticed that the gems had started to fall off. I got in contact with customer service straight away but they are refusing to give me a refund. It’s very frustrating as they are so slow to respond. This has been going on for a month now. Terrible customer service.

Bought a bag at Ashford last August. It was a rare day out. Unfortunately, the tied on handles kept untying in use so I was unable to utilise the bag. Going back to the venue earlier this year, I took the bag back as it was not fit for purpose. I requested some sort of repair to keep the handle in place. I was refused. I insisted and they said they would give me a monetary token to have the bag fixed myself. I quoted the sale of goods act and stated I would go to trading standards if they weren’t prepared to fix the handle. They then decided to stitch the handle for me. The result was a fixed handle, not exactly aesthetically pleasing but adequate. Finally picked up today 15/07/23

I bought a new bag ( I already had 2 others in different colours) .First time I used it the seam on inside lining split. I went to Cheshire Oakes to return/ replace the bag and was refused a refund or exchange as it was over 28 days. I have emailed sales department 5 times and had an initial response in early May but have not had any further communication.
I can’t use the bag.
Such poor customer service

I had Radley bags for years but gave up on them when the prices rose and the number of internal pockets fell. A friend told me about PC bags. I was very impressed to find such a wide range discounted in the outlet and I’m extremely happy with my purchase in terms of quality, price and speed of delivery.