Customer reviews of Senup

Dear Nadine,

Thank you for taking the time to share your experience with our service. We are sorry to hear that the delivery of your package did not meet your expectations, particularly regarding the delays and the choice of the relay point. We understand how frustrating this can be and we apologize for the inconvenience.

Please know that we take your comments very seriously and we will pass them on to our delivery partner to improve our service. Your feedback is valuable and helps us to progress.

We hope to have the opportunity to fully satisfy you on your next order.

Best regards,
The Senup team

Hello,
We sincerely apologize for the inconveniences encountered during the delivery of your order.
After verification, the relay point initially selected was an automatic locker. Unfortunately, the package was too large for this locker, which resulted in an automatic transfer to another relay point. Normally, the carrier selects the nearest available relay, but we fully understand that this situation was inconvenient.
To avoid this type of inconvenience in the future, we recommend not choosing an automatic locker for large packages.
Furthermore, the alcohol-free Eau de Toilette - 500 ml, reported as damaged, will be automatically resent to you free of charge with your next order.
Once again, our apologies for this experience. We hope to provide you with complete satisfaction with your next order.
Best regards,
The Senup team

Dear Madam
Thank you for taking the time to let us know your opinion of the service offered on our site.
However, we do offer loyalty discounts. All you need to do is convert the points you've earned from your purchases into a discount voucher. You'll find the procedure to follow on our website, here's the link: https://www.senup.com/senior-help/22-points-de-fidelite
We remain at your disposal and wish you an excellent day.
The Senup team

Dear Madam, We take note of your evaluation which we find however unjustified. You made a mistake on the size of the protections when you placed your order. Following this, you contacted us to ask us to return the products that were not suitable. Of course, we accepted the return of the products and explained to you twice (once via the online chat and once by e-mail) the return procedure. You were therefore perfectly informed of the 11.9 € UPS return shipping costs that you had to pay. Indeed, since this is not an error on our part, you are responsible for the return shipping costs and you have been informed twice. Therefore, you accepted to receive the UPS return slip with full knowledge of the cost. We did not force you to choose this solution because, as stated during our discussions, you could choose the return method of your choice. We do not impose anything to our customers. We remain at your disposal for any further information. Sincerely yours, The Senup team

Hello, As clearly stated on our website, we take charge of the return costs when it is an error on our part but not when the customer wishes to return the products for a reason that is not our responsibility. We are very flexible with regard to return times. You acknowledge that the error is not ours and you will understand that we cannot be held responsible for the official name of the product. All our "Extra-Large" products are listed as XL on our site, just to avoid confusion. We are willing to deduct the return shipping costs from your next order as a goodwill gesture. Our priority is to satisfy our customers. Do not hesitate to contact us by phone at 00800 1995 1995. Sincerely, Frédéric, The Smartlifetime team.

Hello Sir, As we had discussed, the transport company GLS tried to deliver to you but the carrier claims that you were not present to receive the package. As the GLS procedure states, after an attempted delivery at home, the package is automatically dropped off at a relay point. This is what happened with your delivery. When we explained the situation to you, you told us that you wanted to cancel this order and obtain a refund. This order has been cancelled and we will proceed with the refund upon receipt of the return, as agreed. I would also like to draw your attention to the fact that you have selected GLS and not DPD as you had done for your previous orders. Sincerely, Stefania Senup Customer Service

Hello Madam, We are sorry for the delivery problem you had with your last order. As we discussed this morning, we are doing everything possible to ensure that the second package reaches you quickly. We remain at your disposal and wish you a nice afternoon. The Senup team

Hello Sir, We are sincerely sorry to learn that the package was not delivered to you in perfect condition and we ask you to excuse us for this inconvenience totally beyond our control. We will do our best to ensure that your next order is delivered in the best possible conditions. Sincerely, The Senup team

Hello, We are surprised by this extremely negative note because, unless we are mistaken, you did not contact us to report the problem. We are however reachable non-stop from 9am to 5pm including during the holiday season...
Moreover, after checking the tracking, it appears that your package was delivered on January 4th at 11:16 am.
Could you please check and keep us informed?
Sincerely, The Senup team