La Senza Canada

I first ordered from La Senza in 2022. When I tried to return something to the store (with my online order confirmation), they said they would only be able to provide a store credit, because I used PayPal (even though it shows exactly what I paid). I ended up mailing the items back in order to get an actual refund on my credit card. At that point I thought I wouldn't ever bother ordering from them again, because it was a hassle to do all that running around. I probably should have listened to myself.

I placed another order at the beginning on January 2024, including purchasing a $10 Membership to obtain a very minor discount. I got an email order confirmation and that was all. Six days later, I logged into my account to find... nothing. No order history. No shipping information. I emailed La Senza -- forwarding to them my order confirmation email with all necessary information -- to ask why my account had no information and when I could expect my order to ship. I then logged into my PayPal account to see if the charged had been processed. It had and it was slightly higher than the confirmation email said it was. So, I also phoned La Senza.

The customer service agent I spoke with said they were having "problems" with their system and that was why orders were not showing up, but they were "working on it". From reading other reviews, seems like their website has been an issue for a LONG, LONG time. Maybe they need to hire new tech people...

She did advise that my order had shipped and provided me with a tracking number.

I then asked why my PayPal account was charge more than my confirmation email. Not much, only $1.51, but it's the principle -- if they overcharge everyone $1.51, that's a huge profit for them. The agent advised that the amount she saw is the same as what my PayPal was charged. I said my confirmation email says different and since I can't log into my account and see what you are looking at -- because my order isn't there -- then I have to go with what my confirmation email says. The agent said she would submit a refund of $1.51. I thanked her. Then I ended up only getting a refund of $1.16! I guess her math skills are not the best!

I then get a response to the email I had submitted. I can't believe the stupidity of this company. The agent stated, "For your security, we will need you to verify your First and Last name, phone number and email address by typing it out. If you could also include your order number if applicable, that would be great!" ALL OF THAT INFORMATION WAS ALREAD PROVIDED in the email I sent them because I forwarded to them my order confirmation!

I went back and forth with this ridiculous person for a couple of rounds: I said, I've highlighted all that information in my original email -- just keep reading. Nope, he wouldn't keep reading. I said in no way does me retyping the information you already have in the email protect my "security"! The information is ALL THERE! What, if I'm trying to scam you, I won't be able to scroll down, read and retype all my contact information and order number? Absolutely ridiculous.

At this point, there's pretty much nothing they can do to help me, mostly because they company cannot function as they are supposed to and they obviously do not care about their customers at all.

I'll get the same unacceptable excuse of "there are problems with the website, but we're working on it" and they probably will give me the same unacceptable excuse as the reason why I can't enter my Membership number into my profile information.

At least I think this time all the items I ordered I will keep. Even if I don't like them, I'm not sure I'd got through the hassle of trying to return anything!

I will definitely NOT order from La Senza again because they are basically just unprofessional and don't care about their customers.

Went to the store buy staff and asked the cashier very ignorant face never again York dale shopping centre cashier *******