Sienne Reviews (%countItem)
Sienne Rating
Address: Fl 18 450 Marine Dr SW, Vancouver, British Columbia, Canada, V5X 0C3
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www.shopsienne.com
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I placed an order on 1/28/20. My order never tracked for 2 weeks, so I contacted the company by email several times. No one ever replied. Finally, about a month later, they replied saying my order was delivered and sent a screenshot of the delivery confirmation. I never received the order and I asked for a refund. They refused saying that I received it. It has been over a month and I never received this order. I asked for a call back from their customer service department and they told me they don’t make calls, they handle everything by e-mail, which is unacceptable since it takes them days to reply to emails. I contacted my post office and filed a
Missing mail complaint. When I contacted sienne for their delivery address (since I needed it for my post office complaint), they told me they ship directly from China. They never disclose this information on their website. They just say they are located in Canada. I paid $4.99 for 7-10 day shipping. It has been 40 days since I placed my order and never received it. They refuse to work with me or give me a refund. And they refuse to contact me by phone to discuss this. They have a phone number listed on their refund page form. When I contacted the number, they said I had a wrong number. When I called right back, no one answered the phone.
placed her order #*** on January 28, 2020. We fulfilled and sent out her order the following day and sent a shipping confirmation email to her email (***) with a *** link and her tracking number ***. Her package is shipped using ***, and can be tracked via their tracking site at (***). According to the tracking information provided, the package has been successfully delivered on February 21 to her address, please see attached Proof of Delivery and Shipping Label. We have notified our buyers on the homepage of our website stating that there will be a delay for recent orders concerning the current affairs, border control is increasing security checks on incoming international packages which may cause a delay logistics, as well insured *** the same thing when she contacted us.
In the case where a package is claimed lost or damaged, the buyer resumes responsibility to file a missing package claim with the corresponding post courier. We have insurance on every package, so if our customers experience a lost or damaged package, they will be reimbursed given the proper procedure be conducted. We require the corresponding postal courier to provide a documentation of mis-delivery or a missing package report, only then will we process a refund or resent the package. We insured *** of this procedure, however *** only asked to speak with us through call.
Our customer service team does not operate through phone calls and never do we mention to contact us via phone hence the only contact information we have on our website is our support email. The phone number provided in out return form is for shipping use only.
We ship our products directly from our warehouse located in China, however we run all of our operations in Vancouver BC. We do not state anywhere in our website that we ship from Canada.
We will be happy to reimburse *** of the $4.99 shipping fee due to the delay, however for a full refund we require cooperation from *** and a documentation of a missing package from *** to issue to refund. We are open to any further discussion if needed, please contact us at [email protected].
Complaint: ***
I am rejecting this response because:
I placed my order with sienne on 1/28/20. I was never able to track my order. I emailed Sienne on 2/11/20, 2/17/20, 2/18/20, and 2/20/20 about not being able to track my order. Each time I received an automated reply saying I would receive a response in 48 hours. I never received a reply to any one of those emails. I finally received an email response from them on 2/25/20 saying that my item was delivered on 2/21/20. I never received that order. Maybe it was placed in someone else mailbox, but I never received it. I have already contacted *** and filed a missing mail complaint. But I still find it unacceptable to get a refund. I never received the item. And I was never able to track my item. All I had was a screen shot they sent me of my item being delivered. They never responded to any of the 4 emails (which I still have if you need them) that I sent them letting them know that I couldn’t track my order. And no where on there website does it say hey ship from China. All they say is that they are located in Vancouver. I assumed I was ordering something from Vancouver, not China! I paid for 7-10 day shipping and I never received my item. *** They never replied to my emails regarding my concerns about my item not tracking and then all of a sudden it was “delivered”. I never received my item! And how unprofessional is it that they wouldn’t even give me the courtesy of a phone call. I would like a full refund since I never received my order.
Sincerely
Hello,
If Ms. seeks to receive a full refund, it is in our policy and procedure to acquire a documentation of a lost package from the corresponding postal courier to process a full refund. If Ms. filed a case with ***, *** will investigate, if the package was lost or mis-delivered, they will provide the receiver with a notification stating so. That document is all we require to process a full refund, however Ms. has never provided the document even though we have asked multiple times.
If the documentation is not available, we will be happy to refund the shipping fee paid for the package due to its delayed delivery.
Please let us know if there is any additional documents required on our end, we would be happy to cooperate to solve this issue.
Thanks,
Sienne Customer Support Team
Complaint: ***
I am rejecting this response because:
Sienne has NOT ONCE asked me directly for a letter from the *** regarding a filed compliant. All they tell me is that I have to file a complaint with ***, which I have. I see I am getting no where with them. *** I waited SEVERAL weeks for a response fork them. I had to send SEVERAL emails about not being able to track my package. I only got a response back when they said I “received” the package, which I NEVER DID! I am sick of dealing with this company. They are not honest people. They mislead the consumer saying they are in Canada and not disclosing that they ship from China. They said my package would get to me in 7-10 days. I heard a response back from them over 22 days later. Of course they were not responding to me because then they would have to tell me that my item was not being shipped from the country I thought it was coming from. I will contact *** to see if I can get an expedited response about my complaint. This company has been the worst online shopping experience of my life. They have the worst customer service. I will not recommend them to anyone, they are just the worst
Sincerely