Sanareva.co.uk Arvostelua 

Put in the order over 2 weeks ago. Tried to contact the company haven't heard anything via they're contact form. No customer services number to ring them on. Tracking number was given but royal mail still haven't received the parcel from them.

Been a customer for 4 years now. Unbeatable prices for French cosmetics, really good product range however long delivery time post Brexit. last time I waited 4 weeks for an order that normally I received in 5-7 days. I do feel that if I plan in time my delivery is worth waiting for.

I ordered last month, tried chasing up as still not received my delivery, no response to my messages. Ridiculous service,my dog needs her medicine but this company obviously just wants the money and doesn't care about it services, terrible don't use.

Very bad company, I ordered in October 2021 some vitamins which never arrived and I was keep emailing them about it ,they emailed back with that I will get an refund after 2 months which never happened!!!
DO NOT TRUST THIS COMPANY!!!

I have been ordering from this company for some years but it has become totally unreliable with customer service going from bad to worse. You used to be able to contact their customer services by phone but I see that they have removed that service. You can only contact them by email or by using their contact form however because they are not very responsive this is a frustrating experience. When the issues raised with them are difficult to deal with or not to their liking they simply evade them in their replies and if you keep pressing them for a proper reply they just go ahead and close your ticket. Yes, they close your ticket without dealing with your enquiry. An order I placed with them on 17 December 2021 took 11 days to reach the Netherlands and it is still there with no updates. I keep asking Sanareva's customer services to contact the couriers to find out when I should expect my parcel but all they did in response was to write to me that it is normal for parcels to take 4-6 working days to be delivered. They make no reference to the fact that it has taken much longer than 4-6 working days. When I pointed that out and asked an explanation they simply closed my ticket without answering my query. I started a new ticket and they closed that as well. I told them that I want to lodge a formal complaint and asked them to provide me with their complaints procedure but they did not provide me with any information as to how to lodge a formal complaint. I am now in the process of sending a letter directly to their CEO, whose contact information I found by making my own enquiries about the company in France. Yes, generally speaking, I used to have a positive experience with this company but do take it from me you will have a horrible and frustrating experience with them should anything go wrong with your order.

This was good company at my first order, but then they lost me with their complete inadequate customer service! I can not say enough how angry and disappointed I am - they do not allow me to use my money from my “ saving pot “ in my Sanareva account!
When there was no stock in my last order , I was asked if I want a refund or the money to be placed in the saving pot in Sanareva holding.. BUT I WAS NEVER ADVISED THAT I WILL LOSE MY MONEY after one year of time if not used !! This is such a scam!
Customer service is washing their hands sending me screenshots of their hundred pages policy ,as if everyone is taking the time to read through their policy bible when placing an order !
Horrible customer service, useless , no understanding just looking to get their hands on the people’s money in a cheeky and unfair way!

I ordered some bioderma products on 30 November (order number 200164393) and waited and waited for the product to arrive. On 22 December I was told it was shipped by DPD by error despite website confirmation email says it was by Mondial replay home. On the 27 Dec they messaged me saying if I want a refund or replacement I NEED to provide a written form saying I did not receive the product dated and signed!!! AND a copy of my official ID!!! WHAT THE F!!! Am I criminal?!!! This is unreal and I have never encountered such appalling customer service anywhere. I am so outraged about this company. I would recommend you not to be using this company.

Ordered 2 seresto collars from this site. Advertised as seresto with a different language on the tin which wasn't a problem. Should of known better them being £25 instead of the usual price. Absolute waste of money. Totally didn't work and they obviously got fleas since they weren't protected. Have tried reviewing the product. They are absolutely crap. I can't find them on their site now. Absolute frauds...sending out imitation items that caused my pets discomfort. Shame on you!!!

After reading all the bad reviews I was a bit concerned that my order was going to take ages and maybe not arrive at all. However the service was very good. The order took less than a week (from placing the order to home delivery by Royal Mail) with no issues of any kind - and during a super busy period! I would defo buy from this guys again. Thanks!

UPDATED: Eventually I got a refund for the product that was not sent, but I had to push for it.

Oh dear. Well, reading the reviews, I got off luckily, since most of the order was correct. For me, one item was missing, so I did what any customer would do, I took a photo of the contents of the parcel and contacted customer services.

Well. Apparently, they want a handwritten and signed letter from me, and a copy of some photo ID. When challenged, I was told I can blank out the personal details.

What's the problem you might think?

And yes, seemingly it is in the T&C's ... although it says you 'might' be asked for that, and you 'might' be asked for a photo (I already provided this without being asked).

I have never ever been asked for a handwritten and signed letter 'confirming' a missing item before, never mind a copy of photo ID.

We are talking a very small value item. This is NOT how you treat customers.

However, reading the reviews, it seems that this is exactly how Sanareva treats some of its customers, including me.

They've since told me that there are a lot of 'dishonest' people out there, and that they weigh and check all parcels, and that they have a lot of cases with fraud.

This may be true, but it is still no way to treat customers. I have never encountered another Retailer that behaves in this way.

Be warned.

You may be fine, but my experienced, and that from reading other reviews suggests that that may not be the case. You may be fine with them, you may not, you decide.

Steer well clear is my advice, steer well clear.

I ordered some soaps and body wash in October. I did not get the order . After writng many mails I got a reply that courier did not flash out the order And then I was told that either I can get a refund or replacement order. I preferred replacement order. It was on 01.12.2021.My father and my grandfather have been giving these soaps with Christmas presents to their friends for the last 20 years . My grandfather died last Friday. He waited and waited for soaps.
They even don't reply . Don't have even customer service number.
My order details
Invoice ID
200293187
Purchase details
Tabac Original Luxury Soap 100g (Qty 12)
£38.04
Item number0042030
Tabac Original Bath and Shower Gel 200ml (Qty 3)
£17.25
Worst customer service. I am failed to understand why they treated me like this.
People must not use this company.

Ordered 5 dog collars, but we were sent 2 dog and 3 cat ones! Instead of quickly rectifying the problem, Sanareva wanted to ‘launch an inquiry’ into why it had happened. We had to send multiple photos, eventually received a returns label and sent back all five collars, as requested. Still awaiting our full refund as Parcel Force appear to have mislaid the returned parcel. Sanareva informed to contact Parcel Force and yet again, process has come to a halt. Customer services telephone number given to us just comes up as ‘ incorrect number’. Still owed over £126.00 and initially purchased in October. Never offered replacement flea collars ( so had to buy quickly from elsewhere). Shoddy service throughout and would not recommend to anyone. If Sanareva wish to finally bring this to a satisfactory conclusion, the order reference is 200285658

Bought an electric toothbrush and received the item 7 days later as described. No complaints.

I ordered 6 bottles of silicon organique of 500 ml each.i received only only 2 bottles.
4 whole bottle is missing , how can you make that kind of mistake????
I searched sanareva contact details so I could speak to them directly,they don't have a customer phone number.dodgy.
I filled the form to try explaining I received only 2 bottles...after I filled the form and tried sending it ,it keeps saying :
UNABLE TO SUBMIT YOUR REQUEST.
I tried sending so many times ,I gave up.
So no phone number to call and the online form is NOT working or sending complain or queries.Its a big RED FLAG.
At the back of the bottle it says: pack promo de 3 pièces,ne peut être vendu séparément.Mais j'ai reçu 2 bouteilles.
Y a un malaise.
Order reference: 200305779
Ali.

It's all sorted now

Same experience here , have not received the order n°200302469 looks like it's being exported back to them...

Edit.Received the parcel today , however the first and the very last shop.

Never dispatched the order - on enquiry they say it was returnred. Tracking says never shipped. They are not trust worthy. I have not received any reply of my emails and refund as yet. Never buy from them

Hi all,

I normally do not write reviews about companies. The last time I wrote a bad review was 5+ years ago. I consider myself quite patient and reasonable with customer service agents.

However this time I’ve been so disappointed with the level of service I’ve received so I’m making an exception and like to share the terrible experience I’ve had with Sanareva.

As many of you, I order beauty products in advance of a chemical peel or beauty treatment. I ordered approx 85 pounds worth of products from Sanareva. The estimated delivery time was 2-4 days and there was a payment deducted for the delivery costs. Unfortunately I’ve waited approx. 10 days for my order to arrive. I understand that sometimes an order can be delayed, but I think it is misleading information when the delivery time takes 2x as long as the estimated delivery time. The delivery is not for free by the way, which makes it even less customer friendly. I also did not receive any update about the fact that my order would be late. A bit unfortunate, but still not a big deal and I was really understanding towards the customer service.

What happened afterwards has been a really disgusting quality of service. I had to return the products (because they arrived too late for my chemical peel) and this is when the real misery started. I let the customer service know I would like to return the package and they send me their address so I could return the package. I’ve paid for a track/trace/signed for package of £15 because I wanted to be absolutely sure my package would arrive. I received a notification from Royal Mail that my package had arrived at Sanareva and that it was signed for 3 days after I had posted it.

After 10 days of patiently waiting for Sanareva, being very understanding that they were busy during Black Friday and Cyber Monday, I decided to ask whether they had processed my refund. The customer service agents suddenly did not reply anymore and told me the package hadn’t arrived (it was tracked/traced/signed for so this isn’t true!). They came across to me as a bit arrogant and not customer friendly at all. Unfortunately they expect that you won’t take any action for a parcel of less than a £100 and this is true in most cases. That’s how they try to get away with it.

I have never been treated like this before by a company. I would have expected that they would have been more gracious and understanding and unfortunately they deserve this negative review.

Hope you will have a better Christmas shopping experience at another shop !

**UPDATE:

in response to the below reply... Your company said they could offer next day delivery and charged me for such. As for everything else, your website is not clear on what you've said. I think the terrible reviews on here speak for themselves.**

I've written a review on their website as requested by them. Telling them of my exact experience. Firstly they responded to it by telling lies, then they deleted my review saying I was contradicting. I wrote about how I had two bad experiences regarding time taken to receive orders. One time paying £5 for next day delivery which never happened. It was medication I needed for my daughter desperately. They have very competitive prices which is probably why most people use them but I'd rather pay a little more for a better customer service experience. Shan't ever use again.

Really delighted with my order of Le Petit Marseillaise products. For the past few years we spent a lot of time in France, and now we are not able to I have really missed my favourite products. They are extremely good value on this website, far less than Amazon prices. Sanareva dispatched my parcel the next day from France via courier, and it arrived a week later (had to go through customs etc at Amsterdam). I got free post and packing as I ordered extra Le Petit Marseillaise products as extra Christmas presents for my grown-up daughters. One very happy family. Merci beaucoup et joyeux Noël!

Notified of ordered items being despatched on 26 October 2021. Royal Mail tracking status "sender despatching item". This status did not change, so sent email after nearly two weeks, told to wait as there had been a bank holiday (in France). Emailed twice further, no resolution so contacted the card payment company, which holds companies emails - service.international @omniphar.com. No response. Telephoned - no contact made. Raised a claim against Sanareva, which has been found in my favour. I have had several emails from "Verified Reviews" highlighted on the Sanareva website - I was placed in "mediation". Both reviews were rejected by Sanareva, the final review stating getting a full refund - no response from "Verified Reviews" are they equally a scam??

So, having posted this review, Sanareva contacted through "Verified Reviews" and "TrustPilot" apparently the goods "were damaged in transit and undeliverable" hence a full refund. Seems from other TrustPilot reviews that "transit" and "delivery company" are Sanareva's fall guys, As to the reply above: the Sanareva Team did not send me an email to inform me that the order was not being delivered and that I was getting a full refund. It was the Credit Card company that advised me 7 days previous to this review that a refund was being made. I will not enter into any further communications with this company. I reiterate - DO NOT TOUCH THEM WITH A BARGE POLE!