Sarenza Avis 17

I was ordering quite regularly from Sarenza three years before and was satisfied with their service. I ordered again two months ago, I paid 20 euros express delivery (which in the end was was not express at all, arriving after a week) for a pair of shoes and was sent different sizes for right and left shoe! Apparently the same mistake had happened before, as there was a paper inside the box, indicating the fault. After numerous emails and two months after, they returned to me only the shoe value and not the shipping costs. Such a drop of service quality, never ordering again!

Update: Immediately after posting this review, the 20 euros shipping costs were refunded

Fiz uma encomenda dia 22 de novembro, hoje é dia 26 de dezembro ainda não a recebi. A encomenda está desde dia 6 de dezembro no mesmo sítio, não sei a fazer o quê, porque não sai do mesmo sítio.
Não aconselho a comprarem nesta loja.
Dizem que entregam em 4 dias, e já faz mais de um mês e ainda não recebi a encomenda.

I placed an order on 24/11/2023 and on 12/12 still hadn't received it. I contacted customer service and apparently there had been an error in the delivery address transmitted to the carrier. They issued a refund for the shipping cost and told me they had provided the right address to the carrier and the package would be delivered as soon as possible.
20/12/23 and still no package. I contacted customer service again and they answered the package was already on its way back to their warehouse, and had been returned because the carrier was not able to contact me to deliver the package.
No one tried to contact me....
They cancelled the order and issued a refund saying I would have to place a new order if I was still interested in the items.
Very disappointing as the order was placed on black friday and now the sale is no longer active....

Bad customer service - no response either by email, by contact center or phone.
Can't get my return label to return the shoes, and no answer...

Fiz 1 encomenda, demoraram mais de 1 mês para a entregar. Contactei várias vezes o apoio ao cliente e não obtive resposta. Poucos dias depois de ter pedido o cancelamento da encomenda pelo atraso e falta de comunicação, recebi-a em casa. Agora estou a tentar devolver alguns artigos e não consigo aceder à etiqueta de devolução. Voltei a contactar o apoio ao cliente inúmeras vezes e não respondem. Péssimo serviço de apoio ao cliente. Recomendo que evitem comprar neste site.

I was surprised by the fact that the delivery cost is maintained independently on the amount of your purchased. But, since I made a good deal I decided to continue with my purchased and paid 10€ for the delivery in Portugal. 10€ is a quite expensive delivery and I was expecting to receive my order in less than a week... Well, apparently Belgium is very far form Portugal... I made my purchased on 21th and 10 days later I am still waiting... Very disappointed with this delay. For a 10€ service, it is simply unacceptable.

So it seems that Sarenta is extorting customers to pay for unwanted service (20€ for expedite shipment) in order to receive order in reasonable time. It seems 10€ for shipping within EU will not assure you receipt of order within two weeks period.
I am absolutely annoyed by bpost trac&trace funcionality in French, language I do not speak.

Never more.. I don't understand what they dare. They canceled my order because I refused to fulfil theirs absurd and illegal request!
Wanted a service account. A copy of my driving license, my personal identification number which may be misused and which is prohibited to provide. Because of my already sixth paid order? Really crazy.
If they wanted to force me buy shoes elsewhere, they were successful.

Bin mit diesem Unternehmen äußerst zufrieden. Es hat immer alles bestens funktioniert. Meine Erfahrungen sind durchwegs nur positiv.

Købte et par sko og måtte rykke efter dem flere gange ! Via mail og tlf ! Da det ikke virkede skrev jeg på deres Facebook side og der kom en mail jeg skulle skrive til - som så ikke eksistere !! Da jeg truede med politianmeldelse gik der 10 min så sendte de en mail med tilbageførsel af mine penge ! Så jeg tænker at den vare de har solgt mig ikke eksisterede ! For der var det eneste jeg ønskede mig var varen men denne mulighed var der åbenbart ikke !
Var nødt til at give dem en stjerne hvilket de så absolut ikke fortjener !!

Bought some shoes, cheaper than everywhere I've looked. Came in a good amount of time, good quality, excellent service. Would recommend. Not sure where these bad reviews are coming from

I bought a pair of Camper shoes for £60 from them for my son. After 2 months and barely any wear they came apart? We spoke to Camper who would have gladly exchanged or refunded us but as we bought them from Sarenza we had to go through them. They point blankly refused to accept our claim saying it was wear and tear but the heals aren't even worn! A friend had the same problem with the same shoes and 'one giant leap' refunded without quibble ! Camper direct would have refunded without quibble just Sarenza who refused! You are only as good as how you deal with problems. You may save a few pounds when you buy but you pay eventually !

I have been trying to get in touch with Sarenza for a couple of weeks now due to defect shoes - but no luck. They don't answer e-mails!?

I bought many items from Sarenza, and I was happy. Once, the shoes were too small for me and I tried to return them back. Extremely difficult, very poor customer service, they answer in the mails after ages. Still waiting for an appointment with UPS thru email. I can't exchange the shoes, because I bought them with 40% reduction and now they are in their original price.I am very frustated. They advertise FREE returns and exchanges, but they lie. They don't exchange at all.

I ordered a pair of Converse shoes which were promptly delivered by UPS to my home in Sweden. When I realized that the shoes were a little small, the switch was very easy. UPS came to pick up the old shoes and brought the new ones a week or two later.

I do suspect that even though Sarenza said that the new shoes were dispatched as soon as I requested the switch, they waited until the old ones were returned and confirmed in good state - it took much longer for the second pair to arrive. I wasn't in any hurry, so that was fine with me.

They have some good offers from time to time , but their customer service is delaying too much to answer and they are not honnest on what they promise . I ordered a pair of shoes according to their size suggestions and when i needed to exchange them because they were small , although they advertise "free returns and exchanges" ,they said that "In regards to exchanging the item, because we need to process your return manually, an exchange cannot be registered in the system. However, should you want these items, we invite you to place your order again, and we can refund you the cost of shipping"
The issue is that when i placed an order , the shoes were at 47 euros and now they are asking me to reorder them paying 71 euros !
If this sounds good to you , go on and try your luck with sarenza....

You can check the sarenza.co.uk reviews and you will see more or less what i came through ordering from this site .
Stay away !