I bought some shoes which I loved the look of but within 2 weeks of wearing are already falling apart. The emails I send to their 'customer services' team are completely ignored and, as lots of others have said, I am finding it impossible to get a refund for such poorly made shoes. Yes, they have a good range and their delivery returns service is ok, but the lack of care for their customers just doesn't make any of that worthwhile. Never again!!
I have just bought from this company and will not use them again. Goods took several days to arrive and the tracking site was useless. Having been told the shoes had been held up in customs, the parcel arrived half an hour later and when I asked the courier where they had been I was told they had not been scheduled to be delivered until that day.
When I wanted to return a pair of shoes I was told I could not use Collect + and that the parcel would have to be collected from my home . The goods were collected on the 11th Oct. After 3 phone calls to the company and being fobbed off each time, I called the courier and was told they had lost track of it. I then called Sarenza again, by this time it was the 24th Oct only to be told that the goods had arrived back with them, she didn't know when. It was only after all this investigating and phone calls that I received a refund. The manner in which their " customer service" deals with customers leaves a lot to be desired as it became apparent they were discourteous and complicit in fobbing me off with excuses. The main one being " it takes 3 weeks to return goods to the suburbs of Paris".
Please be vigilant in keeping track of your goods and payments if using this company .
Finally got a message from Sarenza saying the boots lost in transit and I will get a refund in 48 hours. Let's see!
I have called Sarenza three times. The first time, Sarah promised to investigate and get back to me. She didn't. The second time I called, I was told that all orders on the 9 September were held up in customs. Last Friday I called and was told (by Sarah again) that the logistics manager was investigating and she promised to call me back on Friday afternoon. You guessed it - she didn't. This is well below the standard of other retailers. I will check this site in future before risking a new supplier.
I spent an incredibly large sum of money thinking that I would receive the shoes of my dreams (which in honesty, were really lovely shoes and I really wanted them)
I purchased 4 pairs, preparing for a business trip abroad. I equally paid extra for next day delivery.
Not only did I not receive my delivery on the day it was nominated (parcel was 4 days late) the money was still withdrawn, customer service were incredibly (coarse word), no one offered an apology or a different service they could offer me to make sure I would have the shoes on time before the trip, but it was also next to impossible to return.
The badge for CollectPlus had to be found online (not included in initial post) and then the post office said that they do not accept Sarenza parcel as it is larger than they accept.
A courier takes 48 hours to arrive and to top it all of, its now been 3 weeks, I still have had no money refunded and the customer service (again unapologetic) say they just received the parcel and basically, blame it all on the fact that they are based in Paris.
Well, here is an idea and an example, Net-A-Porter operates in a similar way, they have a base in New York along with London, but they managed to deliver a pair of shoes in 12 hours from New York to Kiev, Ukraine... (out of their delivery zone) but offering the customer UPS which I offered to pay for with Sarenza as well.
So rather than making up sorry excuses about how Paris is the reason for the company's (coarse word) management and performance, I suggest you first apologise to your customers, or at least offer them something in return for making them feel really really (coarse word).
It is such a shame, as your products are actually top quality. Terrible company. Really disappointed. I do hope you don't (coarse word) it up with my refund which I waited for nearly a month. Thanks very much.
Ms L Bortnik
Oh ps. Paris is actually really really close to London, bizarre that it takes 2 weeks to post to there.....
PLEASE EXCUSE ALL THE BRACKETS APPARENTLY SARENZA HAVE A PROBLEM WITH HOW I PHRASE MY REVIEW
I was after a certain style & colour of Adidas Plim Cana's which i couldn't find anywhere else and although several reviews were not very complimentary i ordered them from Sarenza.
It was slightly strange i had an e mail from them straight away asking for my landline number before they would confirm my order but once i had e mailed it my order was confirmed and delivered in 5 days as promised.
The footwear was exactly as i expected and was a reasonable price.
Its a pity they can't get it this right for everybody but i can only speak from my experience and i was very happy with everything.
my 1st order got delivered on a Sunday to my work address had to wait 2 weeks to get a new pair and pay for another order before they would refund me.
they then sent them to a totally wrong address, luckily I have trusted neighbors.
to top it all of they sent the wrong size. I am still waiting for the refund which seems to have gone missing! the customer service is one of the worst I have ever encountered.
its the worst company I have ever used
Sarenza wanted verification for fraud purposes of my Landline number... which they never called. They sent an email asking for a copy of a utility bill and photo ID (scan). I cannot believe a shop needs tis level of authentication.
After 5 days they spontaneously cancelled my order. They have never replied to any of my emails.
I count myself lucky that they didnt take the order in the end as I dread to think what the aftersales is like considering the poor presales service!
Over the past three months, Sarenza has wasted a great deal of my time and money. Despite every effort on my part, they have not honoured their promise to refund a £45 repair bill after the zips started to fall apart on my £380 Studio Pollini boots after just five months' light wear.
At Sarenza's request I have sent photos, more photos, numerous emails, the repair receipt, bank wire details, you name it. On top of that, I keep having to check if the refund has come through before writing to them yet again. While their responses are generally prompt and polite, it is not endless chirpy "Have a lovely day!" correspondence I am looking for here – it is a REFUND. On this they have not delivered, and I am very angry and disappointed about that.
Part of the problem has been that they are based in France and, beyond the initial returns period, they seem to be unable to issue refunds for faulty goods from there – therefore any UK buyer is likely to risk the same experience that I have had.
Needless to say, I will not be shopping with Sarenza again and cannot recommend them.
EDIT: For the record, I did eventually get my refund.
I recently placed 2 orders with Sarenza. The first one took ages to come but I did put this down to all the Jubilee bank holidays that were happening around the same time. When the shoes did arrive I wasnt overly impressed with the quality of the shoes, they were Carvella and I did wonder if they were seconds as they were marked and damaged in some places. I sent both these pairs back for a refund. I received refund for one pair but not the other pair however a quick phone call and the refund was received in the next couple of days.
I ordered another 2 pairs of shoes which arrived much quicker than the first order, again not the best condition but they were Carvella so not sure if this is Carvella issue or if Sarenza are buying up damaged shoes to sell on. I have now sent one of these pairs back and await refund but after first order I dont have any worries.
I placed my order 26/5 but had to cancel the order on 1/6 as had still not arrived, not even showing any tracking details and I was going away for a week (the shoes were supposed to be going with me!). When I returned from holiday I had still not been refunded so called customer services who advised they had processed the refund that day 15/6 and it would be in my account in 3-4 days. Still no refund to date and it is now 2/7, I am looking into legal proceedings as sarenza are in breach of their own terms and conditions. I have made numerous calls to customer services and attempted to speak to managers but to no avail! This company should be shut down.
Lacrimosa found this review useful
** READ BEFORE PURCHASING FROM THIS COMPANY****
Please please please look into this company before purchasing anything from them. This company are not only untrustworthy but when you contact them to ask for help/assistance they don't care. Robot answers from poorly trained call centre agents and management that won't take or return your calls.
Buy from them at your peril!!
Lacrimosa found this review useful
My boyfriend had ordered me a pair of jeffrey campbells a week before my birthday assuming they would be here in tiem as the website states 4 DAY DELIVERY..3 weeks later we are still waiting, emailed last week to say that the shoes had been dispatched, told that they would be available to track within 48 hours, after 5 days still not. This morning i rang the tracking website and they tell me that they havent even recieved the shoes yet. I rang sarenza and the customer services are so calm they dont listen and sound as though the are on another planet, no complaints procedure. Of course though the money has been taken from the account.. I wish i had read reviews before showing the shoes i wanted. AWFUL company. would not recommend to anybody.
Lacrimosa found this review useful
I ordered my shoes 5 days ago, being told they would arrive in 3-4 days. I then received an email on the Monday stating I need to validate my order by confirming my home telephone number even though I had already given them both my home and mobile number with my order. However I followed procedures and this went through the same day.
I then received an email 2 days after my purchase to tell me my product had been dispatched, therefore to make sure this was the case because I had see a lot of terrible reviews I rang the company the next day to be told they would arrive by the weekend.
It's now Friday and I still can't even track my shoes. I've rang the company three times already today and every time I have had the same response. They don't see bothered about their customer care service and definitely don't seem interested in tracking your order down like a normal person would if they have a complaint.
I would suggest to avoid this company unless you don't want your shoes within the '3-4' day delivery service.
Ordered a pair of shoes and 2 weeks later they had still not arrived, tracked them and they said they had been delivered that morning....certainly not to my house, still waiting to get my money back....now 4 weeks since I place my order.... NOT GOOD ENOUGH!!
I ordered shoes form my daughter and ended up with two pairs of womens shoes that were supposed to be delivered to someone in Spain! when I contact sarenza they were not very helpful! sent wrong shoes back and eventually received my daughters shoes 8 weeks later. Atrocious customer service!!!
Just don't order from them. They lie and tell you its sent when its not even in stock, they debit the money though. The customer service is a joke. Makes you wonder if this is a scam....looks like I'm not the only one they have ripped off.
I bought a pair of boots on the 7th of Dec.After 5 or 6 days and not having heard from them decided to call them. I was then informed that my shoes had been delivered to some address in France which was not good news as I live in London. I was offered a 20% discount on the next pair and asked to order again a pair as they could not do it for me. They reimbursed the money of the first pair soon enough though.
So today I received what was supposed to be my nice new boots, a Xmas present from me to me and surprise, surprise, they are the flipping wrong size.
I called them again and they have offered a 20% discount. I personally think they should be 50% by now....and promise that someone will come and collect my?their boots tomorrow.
So at the moment I am bootless and so P***** off that words can not express..... I suppose I will not go back to them although I really like the boots and do not seem to be able to buy them somewhere else....
The girls who picked up the phone were nice but I suppose they can not do much other than pass on the message. The directors of the company should be sacked.
Customer service lets it down, I tried to return some boots but the system wouldn't recognise that I wanted to swap for a smaller pair, when I called she just said, she couldn't do it manually, so I had to just get a refund and re-order, so that means I would be out of pocket paying for 2 pairs !!
Customer service line is always busy, yet when you send them a mail they never respond. Took over 1 week for my boots to arrive, even though their website states 4-5 days, again no response from them !
Its a shame really and, because of this I will only ever order on Sarenza if I can't locate the items I want anywhere else.
Send them three emails - in one week - never replied to the email - When asked why they just said they never received them...
And they have not dispatched my shoes in the meantime ... of course but they debited my account... of course.
Nice really nice company...
this company is the absolute worst. i returned two items weeks ago. they credited me for the 8 dollar item but not the 130 dollars items. after emails and calls they said they would credit the card but it has been days now and no credit. i have a dispute lodged with the credit card company.
amazon is fantastic as well as many other online companies but this company is the absolute worst.
Sarenza offer 4 day delivery. As other reviewers say, they do not stick to this. My order has taken 3 weeks. I have chased up most days in that 3 weeks. Their phone rings and is not answered, so I emailed. I placed order on 18.1.11. They say they shipped it on 31.1.11. I tracked it via HDNL with difficulty as HDNL said the reference I was given was not mine and had a different customer name and address. The shoes just arrived, but with a postcode different from the one I ordered with. Many different customer advisers replied to my emails and sometimes with conflicting responses.Like others I have been scared at times that I had fallen for a scam because of this. I expressed this to Sarenza and received no reassurance. They just ignore any adverse comments. I have been appalled by their attitude and poor service. I won't be using them again!
On the 16th of Jan I bought a pair of shoes from this site.
5 days passed and no email to confirm dispatch, as promised. So I emailed to see what was happening.
Reply says they are experiencing delays in delivery. No suggestion of how long these delays may be; and worryingly the option to cancel my order if I wanted.
Well I wanted to take delivery of the shoes I'd bought - so I didn't cancel and asked how long they thought it might be...
That evening I get a refund for the shoes with no explanation as to why. And apparently it takes up to 4 days for the money to reach my account. Getting on for two weeks they've had my money.
Then soon afterwards a message from customer service to say delays were only a few days but unfortunately my order has been cancelled because the shoes "you were interested in" were sold out.
Now I'd bought these shoes; they were advertised as available in my size. I'd shown rather more than interest - they were mine! or so I thought.
I've made a complaint about this but so far no reply. It does leave me wondering if this isn't a scam. I have absolutely NO confidence in this tin-pot operation now. none. whatsoever.
Steer clear shoe-fans!
This is the second time I have ordered from Sarenza. I was frustrated the first time that products that appear on the .com site (ie for Europe) are not necessarily available on the .co.uk site for sale to the UK, but ordered anyway from the .co.uk range. The delivery was much slower than anticipated, but as I got my order and one of the pairs fitted my 5 year old son who wears orthotics, I put up with it. The time to register the return and credit the refund was also very slow.
This time, my son put on his shoes on the first day of school, only to say they were too small (3 months after the previous pair !). I again went to Sarenza.co.uk and ordered half a dozen pairs to have choice as he is difficult to fit. I researched the site carefully and found two different places where, in different wording, they state clearly that orders placed before midday (or 1pm in a different place), would be sent out that same day before 4pm and that an email would be sent out to confirm dispatch. It also states that orders placed after 1pm take priority for dispatch the next morning.
Today, 2 days later, I phoned to ask why I still haven't received my dispatch confirmation email and does this mean my order has not yet been dispatched. The long and short of it after various conversations including in French (fortunately for me I am very fluent in French as there wasn't an English speaking supervisor available) is that Sarenza are based in Paris and all orders are dispatched from Paris. Dispatch emails are only sent out every evening so anything dispatched during the day can't be confirmed until the next day. They apparently have 30,000 pairs of shoes in stock, and apparently received 25,000 orders on the day I placed my order as it was the first day of the sales in France. All this was used to excuse the fact that my order probably still hadn't got out, despite the fact that I ordered at 11am. Coming from France, there is no way that the order could arrive in the 1 day they quote as a minimum delivery time, even by courier. In fact, their maximum 4 days is questionnable even at the best of times. And as I still haven't received my dispatch confirmation email, despite promises from two members of staff to follow up the order and email to confirm what is happening, I have to conclude my order still hasn't gone out.
Yet again, very disappointing service. If it wasn't for the range available and the fact that I have difficulty getting shoes for my son that suit his orthotics, I wouldn't order from them again. In fact, in future, I think I may save myself the bother and take my kids to France before the beginning of every term and get them fitted there directly !
Sarenza customer services are APPAULING!!
I have spoken to 4 different customer services advisors (after being on hold for 40 minutes at a time) and not one of them knew what I was talking about, after stating they had made “notes” to the system so that others would be made aware when they log onto my account.
They DO NOT deliver within 4 days, you DO NOT get your HDNL details after 2 days, and they are no help when you phone.
It states many times on the website –
“When you buy something online, you want to get it as soon as possible. Message received, loud and clear. That’s why at Sarenza when you see an item on sale, it means that it’s in stock and so all orders made before 1pm on weekdays are dispatched the same day at 4pm. If you make an order at the weekend, it will be dispatched on Monday afternoon and all orders made during a holiday will be dispatched on the next working day. All this is possible, because at Sarenza (unlike many other sites), all items are in stock when you see them on the website.”
“Any order placed before 12 midday (Monday to Friday only, according to order validation) is processed the same day, i.e. it is destocked, controlled, packaged, stamped and handed to the deliverer. Orders placed after 12 midday are processed with priority the next working day. You are informed by mail the night of the sending and you can start tracking your order 48h after you have placed it, on the HDNL website.”
I got fobbed off saying there was ‘back-log’ which I appreciate may not be their fault but it is not stated anywhere on the website either. When asked if I could speak to anyone at the depo that actually packages the shoes I couldn’t be given a number nor was I OR the customer services worker allowed to contact them.
No managers, no speaking to other parts of the company – nothing. The worst part is after discussing for 20mins in great detail how I needed the item to be sent out today, and that I want a HDNL tracking number and proof it has been sent out, the customer services advisor said they would do everything they could to make that happen, and I left him with the words “I am TRUSTING you to sort this for me” he then said he would phone me back and sort some things for me. No reply, nothing. My boyfriend then rang on behalf of me an hour or so later, he had to explain the whole situation again. No one had clearly made notes to the system as I had to re-explain the issue the 4 times (5 if included when my boyfriend rang) I spoke to them. DISGRACEFUL.
When (IF) I ever receive my shoes this will be the last time I ever use their service.
I did a direct transfer from my bank account to purchase a very expensive pair of shoes, I contacted them to make sure the sizing was correct and 3 days later I found an e-mail they had sent (after I already wrote to them) that they need to confirm my sizing, payment method and delivery address so I wrote to them and gave them my land line per their request and told them I was really hoping to get the shoes ASAP and that since the transfer was automatic I didn't see what the problem was. The following day I didn't receive and e-mail or a call...and the order still seems to be just sitting there. At this rate I won't see these shoes until 2011, if ever.
It took them three days to respond to a simple query. Then I did mention that during the purchase I had missed the option to enter the voucher code, and could this be ammended. Well, another three days later they told me that it was not possible. Thieving ****!!!
Betty found this review useful
found Sarenza through a search engine and was impressed by their range. I ordered a pair of ankle boots from a French brand. Unfortunately they didn’t fit, so I decided to return them and to order a larger size. I was a bit confused by the return process first then I called their hotline which is unexpensive and easy to find. The assistant on the phone was very helpful and told me exactly what to do. I’ve been refunded 3 days after and now I’m waiting for my new pair
Ordered a pair of Geox from this site because they stock lots of styles that I couldn’t find anywhere else. The site was very impressive in terms of special offers and voucher codes.
It’s a pity that they don’t offer an express delivery service, but it’s OK as I still received the shoes a few days after and luckily for me they fit! I can see here that some people had troubles with Sarenza, from my point of view I can say that I will definitely buy from them again.
As with all the other review, I had problems with my delivery being late and them blaming it on the delivery people. If they have that many problems with their delivery people, perhaps it is time to think about changing them! I also clicked the newsletter sign up to get £10 off 1st order over £60. The button at the time was not working, came up with an error, so I ordered the shoes and asked them to deduct the £10, as it was a problem with their web page. All responses I got from them were simply 'No, it can not be done. We hope you understand' It took me 4 emails to them for them finally to give me £10 off my next order over £60. If only I was going to usse them again!
I ordered a pair of Geox lola from the website on 24th June, it hasn't arrive by 5th July, and I decided to email Sarenza to chase up the delivery. They told me that the delivery company (Home delivery network) had attempted delivery on the 29th June and left a card. I was in the whole day, there was no card left and no delivery. I then re-arranged for the shoes to be delivered on 7th July, again there was no delivery. This time, the delivery company claimed that they cannot access the property due to road closure! My family was in that day, and I went out and come back to the house, I have not seen any roadworks or closure anywhere. In fact, I can view the end of the road from my house. What even more pathetic is that when I speak to customer services, the advisor was only reading out the delivery staus off his screen. I've asked him to chase up the delivery company for me just to make sure that it will be deliver before the end of the week, he completely ignored the request and just carried on repeating himself. I requested to speak to a manager, after trying for 10 minutes, he would not pass the phone on and told me that he - Mr James Hunter is the only staff covering UK customer services. I have never experience such poor service, and definitely will not buy from them again. No wonder they offer 100 days refund, as the shoes you have ordered may not get to you until day 99!
Ordered size 7 shoes sent size 5 ordered exchange had to drive 4 miles to the closest CollectPlus point they use for returns, 4 weeks later no exchange or refund phoned customer services, who claimed they hadn't received my return, spoke to carrier who provided evidence it had been signed for a week earlier, and still I have no refund, laughable Customer Service "operator" pure robot reading off a script
michelle found this review useful
To reply as a company, please log in to your business account.