/10
★★★★★
based on 6703 published reviews
★★★★★
based on 6703 published reviews
Latest negative customer reviews
1/5
★☆☆☆☆
From the customer service - to be passed an article for another by havingan changed from your part my order in part.
Acheteur Vérifié
purchased on 12/04/2020
Translated review Answer from Senup
Hello, We are very surprised by your bad note because you placed your order on a Sunday and you had ordered pants and not briefs. It is therefore logical that we sent you pants. You then called us the day you received your package to tell us that there was a mistake and we explained to you that you had indeed ordered pants. As proof of our good faith, we even sent you the order confirmation email so that you could verify the information yourself. In conclusion, your note is not justified because it is you who made a mistake by ordering the wrong product and not us who sent you the wrong product. You will agree that it is not the same at all...
Sincerely, Senup Customer Service
Sincerely, Senup Customer Service
1/5
★☆☆☆☆
When we are not able to' booklet, we do not make business
Acheteur Vérifié
purchased on 13/03/2020
Translated review1/5
★☆☆☆☆
I WILL NO LONGER RECOMMEND THIS SITE. Package received in terrible condition, old dirty cardboard, not solid, products in bulk in the middle of covid19!!! Less expensive but at what price! The carrier, friendly and serious was forced to reconsolidate the entire box and was extremely kind to let me check if nothing was missing, while at this time the carriers take high risks to deliver us. Customer service was pathetic, no empathy when most of their customers are vulnerable and alone at this time of year. LAMENTABLE. I do not recommend this site!
Acheteur Vérifié
purchased on 06/03/2020
Translated review Answer from Senup
I read your evaluation and I am sorry for your dissatisfaction. We use double fluted cardboard boxes with an outer layer of kraft paper to make it as strong as possible. I don't know what happened during shipping but usually our boxes arrive in good condition at their destination. It is true that in order to reduce the size of the shipping cartons we remove the original cartons when possible. This makes handling your package easier for both the carrier and you, and it also saves you from having to throw away even more boxes. Also in regards to our box packaging, we take great care to ensure that the products are in good condition. For example, the more fragile glove packages have been packed in a separate box. I am confident that the incontinence packs you received are intact. I also checked the processing and delivery time of your order. You ordered on a Friday and were delivered the following Tuesday, i.e. 48 working hours later. I would also like to take this opportunity to point out that our storekeepers handle all the products and boxes with gloves since the presence of COVID-19 on Belgian territory (which broke out a good week later than on French territory). We have a loyal clientele and have been doing so for nearly 10 years and we have never recorded a complaint like yours. We are always listening to our customers, we offer an online chat, a free international toll free number and we deal with emails daily, Monday to Friday. Even in this period of COVID 19, where we had to face a huge increase in orders, we continued to work and meet the needs of our customers. You will see on our site that the reviews of our customers are almost always positive. I regret that your experience was not and that you left this comment "lamentable". We could have found a solution and / or considered a compensation. Hoping that you will find the site that will meet your requirements, I present you my sincere greetings. Sincerely, Frederic, Smartlifetime.
1/5
★☆☆☆☆
To date the delivery has not arrived and we are very annoyed because we only have diapers for 5 days and because of the confinement the stocks are exhausted. We have an emergency delivery which was planned for the last date today. Thank you for doing what is necessary if you want to keep us as a customer. I know I can count on your reactivity. Sincerely
Acheteur Vérifié
purchased on 02/03/2020
Translated review Answer from Senup
Hello Sir, The box you ordered was out of stock at the time of your order. The restocking time was a little longer than expected but the package was shipped on 17/03. It is possible that the delivery time of 24 to 48 hours may also be a little longer due to problems related to COVID 19. We apologize for this inconvenience and remain at your disposal. Sincerely, Frédéric. The Smartlifetime team.
1/5
★☆☆☆☆
For the moment because of an error of communication of the deliveryman lip I was not delivered at good date and would be it can be November 6 at my return of vacations
Acheteur Vérifié
purchased on 11/10/2019
Translated review Answer from Senup
Hello Sir, We apologize for this exceptional delay. We have informed our DPD agency of this problem. This should not happen again. We remain at your disposal for any further information. Sincerely, Frédéric from the Smartlifetime team.
1/5
★☆☆☆☆
For the moment because of an error of communication of the deliveryman lip I was not delivered at good date and would be it can be November 6 at my return of vacations
Acheteur Vérifié
purchased on 11/10/2019
Translated review Answer from Senup
I would like to thank you for repairing this error of the delivery man and I will review my evaluation if I am delivered on the 6th as agreed.
1/5
★☆☆☆☆
For the moment because of an error of communication of the deliveryman lip I was not delivered at good date and would be it can be November 6 at my return of vacations
Acheteur Vérifié
purchased on 11/10/2019
Translated review Answer from Senup
I would like to thank you for repairing this error of the delivery man and I will review my evaluation if I am delivered on the 6th as agreed.
1/5
★☆☆☆☆
Hello. There was a stock shortage. In fact, the order arrived 22 days late, which caused me an organizational problem. I would have appreciated an email to inform me of this stock shortage and to allow me to evaluate the delay. This made me angry. In fact, check the feasibility before ordering.
Acheteur Vérifié
purchased on 27/09/2019
Translated review Answer from Senup
Hello Madam, After checking your order, we note that between the receipt of your check (validation of your order) and the delivery of your order, 14 days have passed. This is indeed longer than expected for a product that is out of stock. Some of Abena's lesser-known products sometimes take a while to arrive. We apologize for this inconvenience. We are constantly increasing our stock in order to avoid this type of problem. We have just increased our stock for the Abena Abri-San Premium 5. I remain at your disposal for any further information. Sincerely, Frédéric The Smartlifetime team.
1/5
★☆☆☆☆
Smartlifetime must change shipper: undelivered packages, notices of passage never left, schedule not respected, deliveries systematically late by ten days or more.
Acheteur Vérifié
purchased on 07/09/2019
Translated review Answer from Senup
Hello Madam, I would like to apologize for the poor service provided by DPD. We have sent the information to the appropriate department. I would like to inform you that we also offer other carriers such as GLS, Colissimo and UPS. I remain at your disposal for any further information. Sincerely, Frédéric. The Smartlifetime team
1/5
★☆☆☆☆
Out of 10 packages of tena pants wider by 14 I have received only 6 compliant packages and 4 tena xl by 12 and I can't reach senup
Acheteur Vérifié
purchased on 20/07/2019
Translated review1/5
★☆☆☆☆
Very disappointed because 2 out of 3 packs of torn diapers
Acheteur Vérifié
purchased on 23/02/2019
Translated review Answer from Senup
Hello Mr. Riebel, I apologize for this inconvenience. The packages were probably damaged during transport, which is quite unusual. Can you confirm that apart from the packaging, all the protections are intact? In order to apologize, we will offer you a package with your next order. I remain at your disposal for any further information. Sincerely, Frédéric. The Smartlifetime team
1/5
★☆☆☆☆
Unexpected additional costs
Acheteur Vérifié
purchased on 14/01/2019
Translated review Answer from Senup
Mr. Lesault, The additional shipping costs are the result of numerous attempts by the carrier GLS to deliver by truck. We have communicated all the details that were given to us directly to the carrier and are therefore not responsible for the extra cost that was charged by the carrier. I strongly regret this inconvenience and I suggest that the transport (collection + delivery) be directly organized by you from now on in order to avoid this problem from happening again. Sincerely, Frédéric, Seup Customer Service.
1/5
★☆☆☆☆
Delivered more than 15 days after the order. Not informed when the delivery man came the 1st time...
Acheteur Vérifié
purchased on 12/12/2018
Translated review Answer from Senup
Hello, As indicated on the description of the products you ordered, some references were out of stock at the time of your order. We therefore had to recommend them to our supplier. The indication relating to the availability of our products is always mentioned on the description of the latter. Do not hesitate to consult this information before finalizing your order.
Regarding the delivery, the drivers of the transport company are not required to call before their passage. However, you will receive a tracking number and a link that will allow you to follow the progress of your package. This allows you to know when the driver will come to you. We remain at your disposal for any further information. Sincerely, The Senup team
Regarding the delivery, the drivers of the transport company are not required to call before their passage. However, you will receive a tracking number and a link that will allow you to follow the progress of your package. This allows you to know when the driver will come to you. We remain at your disposal for any further information. Sincerely, The Senup team
1/5
★☆☆☆☆
The delivery was a disasterven itxart. Did not meet that which was ordered. Definitely NOT for hetgaling.
Acheteur Vérifié
purchased on 24/07/2018
Translated review1/5
★☆☆☆☆
My experience with Sen'up has been negative. The walker itself is a good item but the aluminum part of mine has taken some hits and is well scratched in two places. Hard part so the discomfort is only cosmetic. It was black with dirt too. A good cleaning and everything was fixed. On the other hand, one of the foam handles has a clear crack on half of its length (a good cut, obviously) and that is NOT ACCEPTABLE. Not to mention a deplorable UPS delivery: I was not delivered to the selected pickup point but to another point far from my home (UPS apologized to my first complaint but no response to my second complaint). As a result, the package was so large that I had to take it home in a cab.) I thought of returning it to you but I had gotten rid of the dirty and damaged box before taking my cab so I didn't care. Besides, after my troubles with UPS, I wanted to turn the page quickly.
Acheteur Vérifié
purchased on 20/07/2018
Translated review Answer from Senup
Hello Madam, I regret your dissatisfaction, we check all our products before shipping. If you had contacted us to report the problem with the product (rather than saying nothing and leaving a negative review), we would have taken it back and replaced it with another walker. The return and reshipment costs would have been taken care of by our company. Good communication is important. Regarding UPS, it seems that you have had bad luck. Our carriers UPS and DPD deliver 98% of the parcels on time and to the indicated address. I remain at your disposal for any further information. Sincerely, Frédéric Demesmaeker. Senup Customer Service
1/5
★☆☆☆☆
I had to wait a week before knowing where my order was, to hear me say that a product was missing and that I had to wait for the shipment to be done. Very unpleasant reception at the chat" On the other hand my account was debited 48h after the order... for a delivery 15 days after order and a delivery left in my garden, more than 3h under the rain, without warning me, you can imagine the state of the box... The next order will be elsewhere
Acheteur Vérifié
purchased on 27/02/2018
Translated review Answer from Senup
That was not the question.
Your service in the chat room was very unpleasant, telling me that next time I only had to look at the stock availability, that the product was missing at the time of the order, which was not true as you have seen. The orders always arrived on time, but never left in the rain for hours. Sincerely
Your service in the chat room was very unpleasant, telling me that next time I only had to look at the stock availability, that the product was missing at the time of the order, which was not true as you have seen. The orders always arrived on time, but never left in the rain for hours. Sincerely
1/5
★☆☆☆☆
I had to wait a week before knowing where my order was, to hear me say that a product was missing and that I had to wait for the shipment to be done. Very unpleasant reception at the chat" On the other hand my account was debited 48h after the order... for a delivery 15 days after order and a delivery left in my garden, more than 3h under the rain, without warning me, you can imagine the state of the box... The next order will be elsewhere
Acheteur Vérifié
purchased on 27/02/2018
Translated review Answer from Senup
Hello Mrs Pontieux, After analyzing your last order, we notice that there was a stock error for one of the ordered products. It was marked as being in stock when it was not. We would like to apologize for this exceptional error. We also took the liberty of checking the follow-up of your previous orders and we were able to notice that the delivery times had been respected. It is therefore an isolated case. For your information, we can always split an order in order to send you the available immediately, and this, on request. We remain at your disposal for any further information. Sincerely, Demesmaeker Frederic, Customer Service Smartlifetime.com.
1/5
★☆☆☆☆
Hello, I did not receive the order made since I received protections in size XL instead of size L I asked by mail, a new shipment in the right size and a voucher for the wrong delivery, mail remained unanswered.
Acheteur Vérifié
purchased on 06/11/2017
Translated review Answer from Senup
Hello, We replied to you the same day by return mail, i.e. November 16, and have not received any answer from you. Here is the content: "Hello, Would you be so kind as to send us a photo of the package received so that we can compare the references? Sincerely, Stefania Sini Senup Customer Service". Each order is checked twice to avoid this type of problem. When we find out that a mistake has been made, we take care of the replacement. Would you be so kind as to send us a picture and tell us how many packages (out of the 7 sent) are wrong? For your information, we have checked the weight of your package and it corresponds exactly to a box containing 7 packages of Tena Pants Maxi Large... Thank you very much in advance for your feedback. We would like to solve your problem as soon as possible. Sincerely, Frederic.
1/5
★☆☆☆☆
NOT CONFORMING TO ORDER AND PHOTO, ARRIVED WITH RUBIN TO CORSOIO AND NOT TO "T"
Acheteur Vérifié
purchased on 29/05/2017
Translated review1/5
★☆☆☆☆
For the order it goes, for the collection it goes, but no delivery since January 12th !!!!!!
Acheteur Vérifié
purchased on 11/01/2017
Translated review