Fast delivery is a standout feature, with many experiences highlighting timely arrivals and adherence to deadlines. Customers frequently mention that their orders arrived quickly and in accordance with what they expected. The quality of the products is consistently praised, with numerous remarks indicating satisfaction with the items received. Additionally, the customer service is noted for being responsive and helpful, particularly during after-sales inquiries and for providing updates on order status.
I think that to the good customer, you should make the free delivery above 50 euros
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Response from Senup
Hello Mr Lorenzi, Thank you for your comment.
You should know that bulky parcels are extremely expensive to ship and that these prices are constantly increasing. In addition, we are still going to undergo a significant indexation from the first of January of the various carriers.
To make matters worse, the price of packing cartons has also risen sharply (50%). We are therefore studying another packaging system in order to reduce the costs of transport and packaging that we can no longer bear. Unfortunately, we will have no choice but to index the transport costs from the first of January 2022. Sincerely, Frédéric, the Senup team.
C
CHRISTIAN P.
Rating: 3 out of 5
following a purchase from 15/11/2021
Insufficient communication, lack of information.
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Micheline C.
Rating: 3 out of 5
following a purchase from 08/11/2021
no invoice sent to the mailbox. no link sent to the mailbox to track the package. no mail to warn that the package is gone.
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Marie-Helene L.
Rating: 3 out of 5
following a purchase from 19/10/2021
Delivery in a relay point, a little far from my home
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Response from Senup
Hello, I understand your dissatisfaction.
With the GLS carrier, I advise you to answer the SMS or the e-mail announcing the delivery (sent by this carrier) in order to force the delivery at home. In this case, the relay point will be avoided BUT, the delivery without proof of receipt is then authorized. We remain at your disposal for any further information. Sincerely, Frédéric The Senup.com team
J
Jean Pierre V.
Rating: 3 out of 5
following a purchase from 28/09/2021
The way everything was squeezed into one packing box for transport was a downside. If we would have received everything in its original packaging, it would have been easier for us to stock.
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 08/09/2021
not enough choice of different products
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 13/09/2021
I was happy with everything except the delivery. On my order, I wrote not to deliver my package on Tuesday (absent) but on Wednesday or Thursday. DPD came on Tuesday (!!!!), left a paper with NO indication. Searching on mail, I finally found that it was dropped off at Gourmet, ch de Philippeville. There was no 2nd presentation as indicated on the site when ordering. The package is very large, I am 76 years old and had to transport it myself, so as far as delivery is concerned, my grade is *, which is very bad. I have to blame DPD. For the rest, my note is 5 *.
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Response from Senup
Hello Sir, Thank you for taking the time to tell us about your experience with our Senup store. I am sorry to read that your delivery did not go as you would have liked. However, I would like to draw your attention to the fact that it is not possible to choose a day for the delivery. You should assume that when you place an order (and the products are in stock and available), your order is automatically delivered on the next working day. If you did not want to be delivered on Tuesday, the solution would have been to place your order on Tuesday for a delivery on Wednesday, for example. Unfortunately, the carrier cannot be held responsible for the delivery failure because your address was included in their Tuesday round. In case of absence, the parcels are indeed automatically deposited in a relay point.
For the rest, we are delighted to read that you are satisfied with the service offered on our store and we are at your disposal for any further information.
Sincerely, Stefania Customer Service Senup
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 08/09/2021
Could be simplified as it requires a lot of research. Discounts and deductions on billing are not sufficiently explained. After a chat, the terms used by the agents do not correspond to what is found on the site, so I hesitate.
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Response from Senup
Hello Madam, Thank you for taking the time to send us your feedback regarding your experience on our site. I personally explained our loyalty point system to you and if I remember correctly, you never asked me for more clarification. I assumed that everything was clear to you. Furthermore, the system for converting your loyalty points is also explained in detail on our site. I remain at your disposal for any further information. Sincerely yours, The Senup team
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 06/09/2021
the navigation on the site is not always easy, it's a little slow. the delivery was relatively fast, as I was away the deliveryman put the package on the terrace of my garden? I had appreciated the delivery in a relay point last year. The telephone assistance, to guide me in particular on the mode of delivery which is being perfected, was remarkable. The person who answers the phone is very calm and kind, which is quite exceptional on an online sales site. Bravo and thank you.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 28/08/2021
The quality is very good, just the delivery I had to wait a long time, so I sent mail, call, it took me a long time and I had to buy more in store while waiting, too bad, I try again this time hoping that it is faster, otherwise I should change,
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 07/08/2021
Very good, on my first order. For the last one, delivered late (due to an out-of-stock item), I would have liked to be better informed about the outcome of this order, without having to ask. Otherwise, thank you for the quick response by email and the phone call that followed! Perfect packaging and delivery.
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 03/08/2021
several postponements of delivery: order placed on 03.08 and delivered on 19.08, despite the responsiveness of customer service. problem with Smartlifetime or UPS ? problem of delivery during the vacations in Kiala delivery points ? it's a pity to wait more than 15 days to get a package that should be delivered in 5 or 5 days. otherwise goods conform, and interesting prices.
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 19/07/2021
delivery time too long
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 19/07/2021
1) I am dutch-speaking and receive this question in french! 2) I have asked a question 2 times and had to send a reminder 2 times because my question was not answered
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Acheteur vérifié
Rating: 1 out of 5
following a purchase from 14/07/2021
you made a mistake in the sizes
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Response from Senup
Hello, I don't see any e-mail from you about a size problem and I don't see any communication in the order either. Are you sure that it is an order from us? Do you know that in case of error on our part we take back the products free of charge and we proceed to a new shipment? Would you be so kind as to contact us in order to solve the possible problem? Thank you in advance. Sincerely, Frédéric. The Smartlifetime team
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 19/07/2021
I'm very pleased with the service and the quality of the product.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 24/07/2021
Products always in conformity but the price always in increase
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Response from Senup
Hello Madam, We take good note of your opinion. When we compare your previous order and the latest one, we do not see a drastic price increase. Indeed, the tena pants maxi large purchased by batch of 4 packages was previously at a price of 58.49 euros (order of April 6, 2021) and 58.76 euros during your order of July 24 last. Regarding the tena pants wider, you had taken a batch of 10 packages previously (price per package: 14.43 euros) and a batch of 12 packages during your last order (price per package: 13.86 euros). The price here is therefore lower.
We remain at your disposal. Sincerely, The Senup team
A
Acheteur vérifié
Rating: 3 out of 5
following a purchase from 07/07/2021
There are times when everything goes well and the order arrives quickly and completely. There are times when it is more complicated and longer to arrive. The complicated is part of life, what is not good is not to prevent. Apart from these defects, I remain faithful to this site. Sincerely
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 11/07/2021
Waiting for delivery
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Response from Senup
Hello, We have taken good note of your evaluation.
Please note that your order has not yet been shipped because you have chosen a product that is clearly indicated as being on backorder. All products that are out of stock are accompanied by an indication of the restocking time.
Sincerely, The Senup team
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 09/07/2021
Not as clear as before. And I add that there are regularly during my orders items that are waiting to be restocked. This postpones the delivery.
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Response from Senup
Hello Sir, Our website has been redesigned to simplify the shopping experience for our customers. All our products have been grouped by size and packaging. With one click, you have access to all available sizes and packaging for the same product. We have also expanded the choice of payment methods. For the rest, nothing has changed. In case of any problem or hesitation, we always invite our customers to contact us. Indeed, we can be reached very easily either by e-mail, by phone (free number) or even via the online chat.
Some products are indeed sold out of stock but this is always clearly indicated on the product sheet to avoid unpleasant surprises for our customers. The Senup team
A
Acheteur vérifié
Rating: 3 out of 5
following a purchase from 22/06/2021
Satisfied with the product. Correct delivery time
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 06/07/2021
recurring and uncorrected problem on loyalty points i have to do this every month
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 21/05/2021
the skotch under the box was completely removed. Otherwise, the delivery was in order.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 01/06/2021
Difficulty to connect to your web page. Change of owner?
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Response from Senup
Hello, No change of owner. We are still in charge and we wanted to offer you a new interface. However, nothing changes at the level of the catalog, all our references are always proposed but presented differently for more facility. Your advantages also remain the same. If you encounter a problem of connection, do not hesitate to check your identifiers and if the problem persists, I invite you to contact us by e-mail or by phone at the free number 00800 1995 1995. Sincerely yours, The Senup team
A
Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 14/04/2021
Poor quality of delivery because the delivery man left the packages in the lobby without making the effort to put them in the elevator
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Response from Senup
Hello, We understand your dissatisfaction but the drivers are not obliged to put the parcels in the elevator or to take the parcels upstairs. However, most drivers accept to do this service out of kindness. We are sorry that the driver in charge of your delivery did not have this courtesy. Sincerely, The Senup team
A
Acheteur vérifié
Rating: 3 out of 5
following a purchase from 06/04/2021
Hello, in spite of my request to receive an INVOICE corresponding to the amount paid you continue to send me a printout notified ORDER what has for cause not to be recognized and does not allow me to benefit from the assumption of responsibility with the general council to which I am entitled. Good day to you.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 26/03/2021
a little expensive but reliable service!
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Response from Senup
Thank you for your feedback on the order you placed on our website. However, I must inform you that the price you paid for the products you chose is much lower than the price charged by our competitors. Buying by "lots" or "packs" allows you to save a lot of money. Sincerely, The Senup team
A
Acheteur vérifié
Rating: 3 out of 5
following a purchase from 26/03/2021
The description of the articles is not clear and too brief (dimensional characteristics).
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 20/03/2021
notice of shipment then nothing more...
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Response from Senup
Hello Madam, I am quite surprised by your evaluation and your comment because I immediately replied to the email you sent us in order to obtain information on the delivery tracking. The information provided was very precise.
Have a nice day. the Senup team
A
Acheteur vérifié
Rating: 3 out of 5
following a purchase from 08/03/2021
Deteriorated packaging and partly opened For the discretion of the contents, it is the discomfort in front of the merchant
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Acheteur vérifié
Rating: 1 out of 5
following a purchase from 01/03/2021
My debit card was credited twice for one order and one delivery. Pretty disappointed that no one noticed and that I had to follow up on it myself...
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 12/02/2021
A little expensive
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 15/02/2021
Fast delivery time, Tena product very good. 3 stars because the box was open, the tape is of poor quality, it's a shame to neglect this element; I hesitate to recommend for this reason.
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Response from Senup
Thank you for your constructive comment and I apologize for this inconvenience. We use high performance adhesives that are adapted to the weight of our packages. Unfortunately, temperatures below 5° to 0° have a negative impact on the adhesion of the adhesives. We are currently testing different adhesives in order to find the most suitable product. I am sure that we will find a solution soon. Sincerely, Frédéric, the Senup team.
A
Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 12/01/2021
Deplorable carrier for the second time...(lost package, damaged etc ...) despite the goodwill of the seller.
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Response from Senup
Hello, We understand your dissatisfaction but we are still very surprised by this very bad note that you justify by a delivery problem attributable only to the transport company, as you specify it yourself.
We did everything possible and reacted very quickly to solve the problem.
I would also like to draw your attention to the fact that we work with several carriers and that you have the possibility to choose another carrier when placing your order.
We wish you an excellent day. Sincerely, The Senup team
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 12/01/2021
problem with the bed sheets but very quickly solved by the company
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Acheteur vérifié
Rating: 1 out of 5
following a purchase from 18/01/2021
Delivery made at a relay point and not at home as planned. Difficulty to retrieve the package
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 14/01/2021
I received the code by sms, but I was in day hospitalization. I was expecting to receive information for a second visit. But my package was given to a neighbor; what's the use of sending me a code if it's to put the package in a neighbor's house.
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 11/01/2021
delivery times in (24 h) too long not maintained damage
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 31/12/2020
I had a big problem with the delivery of the package to my home, when it should have been delivered by DPD Pick UP. I couldn't get it corrected despite a reactive customer service.
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Acheteur vérifié
Rating: 3 out of 5
following a purchase from 03/01/2021
I placed my order on 03/01 and it was delivered on 11/01. It usually goes much faster. I was obliged to buy the products elsewhere, while waiting for my delivery.
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