Sarenza reviews

Sarenza reviews

Very low
2.2
from 0 - 10
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Patronizing and sarcastic customer service

I waited a very long time for my order to arrive and when I queried where my boots were Sarenza's customer services said "Delivery may be delayed in the event of a natural disaster or force majeure beyond Sarenza.co.uk’s control." ?
I am not aware of any natural disasters or force majeures occurred at this time as far as I am aware.
After a short time and very little wear the boots have fallen to bits, this is their reply: We have checked with our Purchase department to see if they had reached a decision regarding your items. They have just informed us that we are unable to accept this item for a refund or exchange.
We sincerely apologise for any inconvenience this may cause and we greatly appreciate your understanding.
Have a lovely day.
Thanks for the sarcastic and patronizing reply. I have pointed out to them that the boots are faulty so I am entitled to a refund as they seem to be unaware of consumer rights, I await a reply.
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Worst site ever!!!

I would avoid ordering from this website. Very, very bad customer. They cancelled my order without any reason. I ordered something that was on sale, they authorized my credit card, took my money and then cancelled my order and made me order the products at full price.

As i said, i would avoid this site. You can find other sites.
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Quick service, good value.

I ordered two pairs of Camper shoes, they arrived as promised. Sorry to read all the negative reviews. I had an ok experience.
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NEVER PURCHASE FROM THIS COMPANY

This company is completely useless, I've been waiting for the answer 9 days! Be very careful buying shoes from here I ordered some boots I've wore them only few times and already they are falling apart. You have only three months period for returning the shoes, if the shoes go bad after three months you never get refund! NEVER PURCHASE FROM THIS COMPANY
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Bad customer service and update emails but ok overall

This company is useless they broke the terms of my purchasing contract 3 times in the space of two days. They state in their terms and conditions that my order would be shipped the next day as I ordered on a Sunday with express shipping. Yet the order had not been shipped by the Tuesday morning. When I emailed to ask why they broke the contract they said it was caused by increased orders due to the sale. However when a company cannot meet the terms of an order contract they must by law contact you informing you of the new delivery date along with an option to cancel. This did not happen. I was then told by 'the logistics department' that my order would arrive by the next day (the wednesday) I confirmed this with the customer service department on the phone. Yet again the order had not been dispatched, breaking the contract for a third time and with no explanation at all or choice to cancel. I have now cancelled my order via the phone and am awaiting a confirmation email (however I highly doubt this will arrive).

**EDIT**: My shoes arrived on the Wednesday but I was not informed they had been shipped and only received the shipping invoice email 6 hours AFTER they had arrived at my house. (I didn't know this because i'm at university and ordered them to my family home rather than my student accommodation)
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Low quality products and customer service

I bought a pair of shoes which started falling apart after 5 wears. Emailed customer service and they asked me to send photos. I send photos which they indicated would be reviewed by their purchase department. They then failed to respond and only after I repeatedly chased them up did they say that they could not offer a refund even though the soles were starting to come loose. Will never buy from them again.
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I will describe my experience with this company

Bought a pair of boots on the 10th of October.
Shipped on the 11th of October.
Complained on the 7th of November, two photos of damage sent.
They e-mailed back on the 8th of November asking for a photo of the outer sole and saying they would forward it to the purchase department who would advise within 48 working hours.
I emailed back on the same day – 8th of November – with two photos of the outer soles.
They emailed on the 14th of November asking for “a few more photos to be able to verify the state of the shoes”, “photos clearly showing the damage” and in addition they asked to include one photo of an outer sole.
On the 19th of November I emailed 11 photos of the boots.
On the 21st of November they emailed saying that they forward my email and photos to the purchase department “to have a professional and objective opinion regarding the shoes.”
On the 22nd of November they emailed saying that their purchase department asked for a few more photos of the shoes, asking that I clearly show the damage and saying that based on the photos I sent before they can not give an opinion that’s why they have to wait for better photographs.
On the 27th of November I emailed them again, this time upset asking how would their company meet their legal obligation as per sales of goods act 1979 which protects the consumer stating that if a product fails to last a reasonable amount of time or fails to fit the purpose to their everyday purpose, the seller needs to either refund the consumer or exchange the product.
On the 29th of November they e-mailed again asking for more photos!
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The worst returns 'service' ever

Sarenza state that their returns service is straight forward and easy, with a generous 100 days to do it in; I have been trying to return a pair of boots since October. Their online return service requires you register and print a label; but this doesn't work (it was explained to me as a glitch) and they can't be dropped to a collect plus location without this label. 3 no show courier collections and many phone calls later.... I still have the boots and they still have my money. Customer services are very nice, helpful on the phone but promise things that consistently don't happen. Asked if I could just post boots back to them and be done with it, but the depot is in France and they won't reimburse postage other than through their approved drop off/ uplift service. So frustrating and would urge anyone thinking of using this company to beware - I use lots of online fashion/ clothing suppliers globally and this is the worst and most complicated returns experience ever - yet to be resolved.
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Why oh Why did I not see these Reviews first!!

I ordered a pair of boots on the 30th December. To date I have called 3 times only to be fobbed off each time to say that it's not Sarenza's problem it's the delivery company. It looks like they either use this as a stock standard answer or they need to sack HDNL. Anyhow, they can't or won;t give me any information as to when I might receive the goods ordered and apart from to contact my credit card company there is no way I can lodge anything more than this as my complaint.

They are simply not interested in providing anything close to customer service. The call centre staff are either rude and unhelpful or away with the fairies and unhelpful.

I am pretty fed up with it, happy to take my money but that's about it. I guess that as they're not a UK company I can't even get Trading Standards involved...:-(
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Terrible customer service - never use!!

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!!
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Appalling service

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 .
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Update on Boots ordered on 9 September still not delivered by 30 September.

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.
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Absolutely (corse word), one of the worst services I have had so far...

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
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No Problems, Good Service.

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.
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NEVER EVER USE THEM

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
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Truly diabolical

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.

AVOID THEM

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!
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Faulty goods, poor 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's a REFUND! On this they have not delivered.

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.
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2 Orders - No Major Problems

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.
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Awful! Avoid at all costs!

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.
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Shockingly bad company

** 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!!

Sarenza Details

About this company

Hundreds of brands-FREE DELIVERY-Sarenza.co.uk is the website specialising in shoe sales. At Sarenza you will find the biggest choice of shoes online. Whether it's men's shoes, women's shoes and children's shoes, the best in online shoes is at www.sarenza.co.uk! You will find the shoes that your feet need! Don't hesitate to consult out top shoe sales as well as our large size section to find shoes that interest you.

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Contact information

Call us on: 0203 059 5749
We live here: 20 rue Thérèse
75001 Paris
France

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