Regan D.

I ordered for the first time online at La Senza and it was a horrible experience. Their customer service is awful, asking the same questions over and over, not listening, or following through on what they say. I have dealt with this issue for 3 weeks and it has never been resolved.

I am an avid purchaser from L Brand's companies, and decided to give this one a try. I ordered online after reviewing their return policy. I got the items I ordered and none of them fit correctly. I went to the store to return, to which online it says the store will give you a free shipping label to send back or merchandise credit, and the store said they could only give me a coupon for free shipping to return the item. After confirming multiple times that this coupon was for the return and not a new order, I find that there is no spot for a coupon when processing returns. I called, the customer service rep told me that she would send me a label by the days end. Did not. I called again, new rep told me the same thing. No label. Called again, told me a supervisor would email me a label in 5 minutes. 3 hours later I get an email stating I cannot get the label because I live in the US and not Canada. I called for a supervisor, they said they would call me back in 24-48 hours, 5 days later, still no call.

I told all of these reps my name, order number, and where I lived at the beginning of each call, and yet they claimed they did not know I was in the U.S. They did not listen, they did not follow through, and I still have not been contacted by a supervisor. I will never shop here again, what a horrible experience.