La Senza
Reviews and Complaints

I happened to place an order last night with this company, didn't think much of the payment not going through so I had to redo the payment section.. however I looked through my banking info this morning and noticed I was actually charged three times for the one order and never got a refund for their mistake of putting it through the system as three orders.

My order total was $158.05 but looking through my bank statements apparently I paid them almost $500.00 for my bag worth 158.05.

How the [censored] is this company still going when their charging TRIPLE the price online?

I had put my bra in the washer to be washed and it was on delicate in a washer bag to give it extra protection from being wreck I pulled it out to see my 2 month old bra was wreck and came apart in the middle I’ve never had this happened before and spent way more then I should have for it to just snap in the middle for no reason at all… after only 2 months.(bad fabric)

I have been a la Senza customer for years. I bought a bro in May/23 . When I washed the bro for the third time, the front of it was separated. You can clear seen that it isn’t ripped but it’s the manufacturer fault. I contacted the customer service and explained what has happened. Their answer was that because I wore the bro and it has been washed they cannot do anything about it. Really ? It’s quite normal to people wear a bro and washed it I haver older bros that look like new , anyway I’ve sent pictures of it but they didn’t even offer to fix it. I am really disappointed with La Senza and their poor customer service

Good afternoon,

I'm writing in regards to my horrible experience with your company.

Early this morning I was on your website and tried to purchase 7 pairs of panties. It said the payment couldn't be processed.

Hours later I checked my bank to see that your company actually took payment 3 times.

At 10am (Ontario time) I called into customer service to get help with the issues. I got a very rude and unprofessional person on the phone. She said with a strong attitude "our system is messed, you'll have your money back in 3-5 business days" I could only reply with "excuses me" at which time I asked to speak to a manager as everything she said was with a horrible attitude and raised voice. I asked for her name and she refused to give it to me. Finally I hung up

I then called right back and got a lady named Marissa. She was polite and forward my concerns tothe supervisor. She also informed me it could at a few hours to get a call back.

At 12:14pm (Ontario time) I called backed and got a lady named Stephanie. She was exstreamly polite and apologetic for what has happen. She placed me on a breif hold. Came back and said the supervisor would be calling me in 5 minutes.

1:15pm I called backed again as I still hadn't received a call back. I got Stephanie again who then said the supervisor had to step out for a moment.

I am now very upset that your company has taken triple my money, I'm been treat like garbage from the first person and your customer service is so horrible that they won't call a customer back who has been scammed.

I have never dealt with such horrible customer service in my life! I want all my money back immediately. I will never shop in any of your stores or online again!

23 years of being a loyal customer is now gone from your horrible customer service. Attached is a screenshot of all the money your company has scammed for a single mom.

I have lost count of how many times I have tried to reinstate my renewed membership.
Order Placed: Nov 26, 2022
Order Number: [protected]
Club ID: [protected]
Club La Senza Card Renewal
Item #: [protected]
Language: English
Price: $10.00
1 $10.00

Multiple attempts at live chat have been disconnected without resolution. I have tried replying to each email transcript asking for a solution. I have received no response. When asked how satisfied I was with each incident, I answered that the incident has not been resolved and I am not satisfied. I have received no followup.

When I go to the store, they just shrug and tell me I have to talk to customer service. "It's the new system" 2 months is too long for a new system to still be causing such issues.
Dec. 30 phone call to your help line said that the membership should show as renewed in about a week after the phone call.
It has still not been updated.

I have paid for a membership that I cannot use. I have missed out on multiple sales, including the boxing day sale which would have got 50% off as well as membership discount. Now, the items that I would have ordered when they were 50% off with the boxing day sale are sold out. So even if I could somehow magically take advantage of any sale, I can't get my size anyway.

Not only all that, but my order history has completely disappeared from my account.
Also, you've reduced what is available in size 38D, some of my favourite bras are now not available in my size at all.

I cannot begin to express how disappointed and frustrated I am at this.
I like La Senza products. I used to like the service I would receive from La Senza both online and in stores.
But having to repeatedly ask for help with this and have no solution, and miss out on promotions for over a month is unacceptable.
Get your [censored] together, La Senza. You've lost a formerly loyal customer.

I have ordered stuff online as I am living in rural area and there is no lasenza store near me. I called customer service for return label they said we cannot provide return label and you will have to pay the fees for return which is 25$ And order is of 50. Or you can go to the store which I am not able to go as its too far. They offered me 10% discount which is not enough. They don't have any solution for this issue. If I can go to store for return then why would I need to buy it online. It was wrong size that's why I wanted to return. How I can spend too much money for return. Not good experience.

Bought this strapless bra from La Senza. I only wore it few times whenever I'm wearing off shoulder. The lasst time I wore it was 2 weeks ago I noticed that I had a burn on my skin with the shape of the lining of the bra. The actual photo of my burned skin got deleted so I attached this photo attached which was taken today where you can see the scar. As you can also see on the bra style there is an adhesive (I don't what it's called) I this is the thing that make the bra stick on the skin and also I think is the one who caused the burn on my skin.

This is dangerous and disappointing. Hoping that you'll take action of what happened to me. Thank you.

Hello,

I'm an employee and i've been working with La Senza for nearly half a year now. I am wondering how it is plausible and appropriate that customers may abuse company policy, such as being able to return heavily soiled undergarments, filled with bodily fluids that are hazardous to anyone's health. Yet, employees like myself cannot return slightly damaged bras without being denied and questioned morals. It's a disturbing concept that workers are unable to provide themselves with the same company policy lenience as they give customers who hand in undergarments filled with feces, semen, and other bodily fluids. It's disgusting, and i think La Senza should re-evaluate their policy lenience. It should apply to EVERYONE since everyone is spending money there either way.

Hello,
This is my original order # [protected]
I have placed an order on October 29th. A week later I went on my email and checked my order's shipment history and it was shown as shipped. For an entire week the status of my order didn't change. So I decided to call lasenza and speak with a representative and ask them whether my order has been delivered to store 200 or not. So then a representative told me that it hasn't been shipped out and some of my items that I ordered originally are sold out. So I asked the representative to ship whatever is left from my original order. I have ordered 30 items and was told that eight of them are unavailable anymore. Then I received an email today with my new order and when I opened it there were only 17 items. I really don't understand how we went from 8 unavailable orders to this. So I went to lasenza online site and found the two headbands that I have ordered in my original order that weren't included in my replacement order. This is very frustrating and upsetting I've been a regular customer for a very long time now and I can't believe the amount of errors that came from you guys. This is the worst experience I've had ever!

Hello, Government of Halifax,

I am black, and 11 5 19 at approx 1:15pm halifax shopping centre I was racially profiled while I shopped in the store, Lasensa I have been many times there last 6 months spending approx 6 hundred dollars. Always, always a friendly experience. BUT not yesterday I went to purchase body spray and lotion, the items were near cash, the #1 cashier was ringing in another customer, I stood in line, Victoria # 2 cashier, smiled, she was working the floor, store wasnt busy at all/ and then comes # 3 Britanny, the source of my stress, embarassment, being profiled. she decided to stand near the other cash and pretend she wasnt watching me, Ok, what ever, So I decided to buy another body lotion and spray, # 1 cashier was taking along time... Britanny instead of opening the cash and

ringing me in, decided to stand to the right of me and a couple of people length over, I said to myself, she must be kidding, she was pretending not to watch me,. eventually my turn at the cash I let her go, paid for my items, # 1 cashier was friendly, at the same time #2 cashier, Victoria, went to the other cash and rang in the customer next in line. I was about to grab my bags and leave when out the corner of my eye, cashier # 3, Britannany was standing to my left and two people length behind me. watching me. it didnt go well, I lost my cool, this is halifax 2019, the other customers in the store were not so closely followed as I was, I was very angry, I asked for the manager, who was cashier # 2 and I explained how upset I was, this IS racially profiling I was the only customer Britanny watched and followed so closely. This is not acceptable treatment for ns canada 2019, enough! This is racism!

THEN, as Victoria is attempting to calm me down, she told her manager only works Thursdays and she doesnt have phone number, she only had comes into the store on Thursdays but she had a toll free customer care line, when suddenly the mall security appreared, and I wheeled around behind me, Britanny was standing to me even closer, one people length and I screamed at her, you called security on me, after you embarassed me in the store by race profiling me, This is BS> I demanded to speak to a manager, THEN and NO, but Victoria kept calmly and nicely telling me I can call the toll free customer care line, and I asked security what he was going to do, I was race profiled, a crime had been commited. He said since I was calmly taking the info to contact he wasnt going to do anything to me. I was so upset I decided I didnt want to purchase the items and asked for a refund, I was given my money and I left the store with security walking me out, Yes, NOW IM being handled by secuirty

I called the customer line s/w kimberly, gave her all the information and contact info for me and its 2019, halifax, ns canada< this is not exceptable treatment! So, its 23 hours since the incident and no one has contatced me from lasensa...

Who am I? I am black, 53yr female, I am a member CMHA Halifax/Dartmouth and also a board member., Branch Manager is Marg Murray, ALSO I am an Ambassador to the United Way Halifax Speaking Engagements, I received the 150 Canada Metal award, from Sara Napier and, The Mayor, Mike Savage, was at the celebration breakfast where I shared my story and a song was composed and song for me, two years ago, I won an award for an outstanding individual of mental health from the Mental Health Foundation, from Starr Cunningham, I am born 7 generation Canadian, NS.

I will not be humilated, racilly profiled and any way, how would you feel if this happened to you?

Im reaching out to my government and this is a very serious matter to me, I would kindly appreciate responses, My next contacts are to the CBC and CTV, to share my story. I do speaking engagments in Ottawa, Montreal and Toronto, sharing my story and how I received the helpd with recovery for my mental health. I was interviewed by Leslie YOUNG from Global last year on my living with mental health I can very easy share my story and say how Lasensa at the Halifax shopping centre is racist, in Halifax, NS.

I understand you all are very busy but I would greatly appreciate a response before the end of the week, and Im sorry isnt going to work... this situation at Lasensa must be addressed.

Thank you

Sincerely

Juanna Ricketts
[protected]

They do not have push up brad for big breasted women I find it discriminating because some people just don't like thin bras they like push ups only and it's not fair it there for example should be at least all sizes with push-up like COME ON like I said once and will day it again I felt discriminated for being big breasted when I wanted push ups my thins waist of my money I can tell you that

I made an online purchase 2 weeks ago and never received the merchandise. I was sent a confirmation email with the tracking details and Its not moving from its original location. I've been tracking it for days now. I've contacted la senza 3 times about it already and haven't gotten a response. It's the worst customer service I've ever experienced. I regret making a purchase. I should have stuck to Victoria's secret.

The worst product and shopping I have faced in this shop in ellante mall chandigarh.
When I talked to Ms. Pooja manager of this showroom was so rude and didn't solve my problem it was like mentally harassment talking to her. Ms. pooja was so illiterately talked... Worst just worst experience her. I will advise to attend customer and talk to them properly and guide them briefly atleast so no one can suffer like I am suffering because of such [censored] things... I do advise to clear all your products whether it will change or not.

Hi i would like to receive a call back from ombudsman as per a situation that has accured. I totally frustrated. I got lost my wallet durring the holidays. I was shopping and going to you store to purchace merchandice arriving at the conter i had knotice 2 cards of 50$ where missing( i had 3 cards of 50$ ans 3 cards of 10$) so i had to put the close back. Could not find my wallet and taught i might of left it home. When i got home realized no wallet. On top of having to replace all my debit, credit cards, point card, drivers licence, medical card, and more i have called to cancel these 2 senza cards and report them as lost. I had call the store boutique # 70151 and spoke to a woman and she gave me this number to have the cards replace [protected] and she said they would give her an autorization.Then I have spoken to a first advisor he was friendly after comming back from a hold of 5 minutes he hung up on me( i had waited 45 minutes to speak to an agent) he never called me back. After called again and landed on an other woman and she said that there is no way on replacing these cards. The store called me back and gave me the same information. Honestly i have been dealing with the senza for about 19 years and have always and only shop to your store. I even have a member card with you. I am so mad. This was my only christmas and birthday gift this year ( birthday in november) as per my family and i do not have a lot of money and where titer on money this year. So now i i have more then half my gift lost. This compagny is the only one i have seen that cannot cancel a lost card and replace it. I would like my message to be.looked at, find a way to help me and receive a call from ombudsman

I recently bought 7 pairs of panties at a La Senza store in Halifax NS. 5 of the pairs were "ribbed". They come in a burgandy and black. 2 pairs were a different style. I wore the first pair and at first they were comfortable. They were a size medium and during the day they stretched to a size comparable to a large. I washed them and they got a bit smaller but did not reach the original size. Now I am stuck with 5 pairs of panties that are useless to me. If I can only wear your products once they are very expensive and a waste of money. As underwear are not returnable I am stuck with a useless product that are no good to me. I think you should look at giving quality control of your product some improvment. I am beyond disgusted with your product!

[protected]@hotmail.com

Hi there,

I was made feel like a psychopath for questioning my receipt. I tried my best to understand the breakdown of it all and I asked why I was charged $10.00 for reactivating my online account. I never realised that this is an extra charge. If I knew this, I never would have opted in for it. It is a complete scam that La Senza ask customers for their contact details and "forget" to mention that it is $10.00.

This was actually the least of my reasons to complain on here - it was actually how the store manager handled it. I was speaking in a normal confused tone of voice and she told me I was "an insulting person who needs to calm herself down". I shop at La Senza alot - I'm actually European and this was always my 'go-to' for lingerie and since moving to Canada, it also has been but I can honestly say, how I was humiliated at the cash desk has made me feel I would rather shop at another store such as Victoria's Secret or La Vie En Rose, where the staff are more pleasant to deal with.

I was told that I could not get my $10.00 back ($11.30 after CAD taxes) as it's "La Senza's policy to charge it". I made the point that other stores ask "Would you like to register with us?" and I say yes, I do not get charged to do so. I originally set up my account in Toronto (Eaton Centre) about a year ago when I moved here and I never ever noticed the charge NOR was told about it, so I urge people to watch out for this.

The worst part about my experience today was that the Store Manager told me that she "did not even remember me being in the store that day" and that she would have to "check CCTV to actually see what I did in the store". I reminded her that if I was lying about being in the store, I would not have a copy of my receipt which I had already given her or the bag with my purchases.

She seemed highly strung, extremely aggrivated (she was shaking while she was highlighting the receipt) and could not fathom why I would want my $10.00 back as I did NOT authorize anyone to take that money off my card (nor did I when I initially gave my email address or phone number when I signed up in Eaton Centre) The Store Manager said that if she was to return my money that I would have to give back the La Senza card I was given a year ago - please note that I was NEVER given a La Senza card either at the time to begin with.

I assumed that signing up just meant I could always have a paperless receipt and to be emailed promotional information etc - not so that I could avail of a yearly discount.

Long story short - I was told that instead of processing the $10 refund, it would be better to just give me an entire refund and take back ALL of my purchases. I said no because I did not see why, for the sake of $10 I needed to give everything back as I still WANTED those items. So after a stressful few minutes of being told I needed to CALM MYSELF DOWN ( I want to explain that I never raised my voice, I executed what I needed to say as calmly as I could but was told that I " STILL WASN'T UNDERSTANDING THE POLICY OF LA SENZA".

It made me feel extremely awkward - I was threatened that she would check CCTV - for whatever reason, I do not know but she made it seem like I was threatening her.

The name of the Manager is not on the receipt but the details are:
Cashier number: 3184264
Register number: 003
Transaction # 5377
Till: 1003
Date/time of purchase: 14th September 2018 at 3:14pm

I can honestly say, I have never ever been made feel that awkward in a store in all my life and I really hope no one ever has to experience such bad customer service from this manager again. Extremely rude woman with zero patience to handle a few queries about the receipts.

In the end, I was refunded by cash - $10.00, $11.30 after tax.

Thank you,

Jade

Hello...I want to complain about the female employee who works in Al Rashid mall in Saudi Arabia. I came to the shop at 10:20 in 28/08/2018
and the employee wasn't there. I checked the working hours next to the door and found that it must be open at 10:00!
The door wasn't even locked!
I entered the shop and didn't find her inside!
I could steel from the shop and nobody will know!

Visited La Senza Gateway yesterday. When I got to the shop the 2 ladies who are suppose to be assisting us as we get inside the shop were busy talking personal things and they were extremely loud. This made it hard for me to even ask them for assistance cause they were just caught up in whatever they were talking about. This is bad customer service and I doubt I'll ever go to that specific La Senza shop.

I went to a Lasenza Express store at Devonshire Mall in Windsor, Ontario (Canada). The woman at the check out counter, probably in her late 50s or early 60s, with short white hair, was rude and racist. Noone in the store greeted me or asked if I needed help, even though I was the only person in store at the time, apart from one person paying for her things at the counter and several employees just walking around. After I selected what I needed and got to the counter to pay for my things, the woman at the checkout counter started talking to the one who was paying for her things and kept on asking her random questions about where she lived, who were her family members and friends and what she was studying and where she worked etc. This continued for a full 20 minutes even though she could see that I was waiting to pay for my things. I patiently waited for my turn and after a 20 minute wait, I walked up to the counter and she took my things from me, entered it in and slapped the receipt after i paid, without an apology, no hello, no thank you or have a good day or any kind of verbal pleasantries. I was shocked at such horrible customer service and the only reason I could think of was that she didn't like the color of my skin and pointedly ignored me and kept me waiting for no reason. Never going there again

Disappointed and disgusted with this location. Will never come back here. I was shopping during the promotion of buy 2 bras get 3 free. As I was cashing out, I was trying to redeem my birthday coupon of $15. The lady at the cashier asked her manager why my coupon wasn't scanning in and asked if she could manually enter it in. Without any hesitation, she quickly replied "no" you can't use your coupon on this purchase, it says right here on the email. I dropped my stuff and stormed out of the store.

I called La Senza customer service and explained my situation. The agent I had on the phone said I should be able to redeem my coupon. So I politely asked if they could speak to the manager in the store so I wouldn't have anymore problems so I put them hold on while I went back into the store. In a rude voice I was asked what I was doing back in the store. I said I'm on the phone with customer service and they want to speak with you. I gave the manager my phone and she flipped right off on the customer service agent on my phone saying they are wrong and don't know what theyre talking about.

In the end, I was still not offered my coupon that I paid for to be a member. I am very disgusted in the way this manager treated me.

Follow up: I called customer service they provided a gift card I could use in store. I went to a different location and still they did not want to accept it! Apparently I can't use it on on "sale" items. No where did it say I need to use it on "regular priced items" I'm paying to be a member to get these perks and I can't use it?!? What is the point. Customer service has been really helpful but employees at the store aren't.