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Business Profile

Womens Clothing

La Senza Stores, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Womens Clothing.

Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/14/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a product from La Senza in July 2024. It was never delivered to my house. I have been contacting them every 3 weeks since August for a refund. They told me I had to wait 3 weeks, after that I emailed them again. They said a cheque was sent out in September. In October I still havent received it. I emailed them again they said it was sent out mid October. I waited 3 weeks then I emailed them again with still no cheque, they telling me now to wait an additional 3 weeks.

    Customer Answer

    Date: 11/21/2024

    Is there any update on this?

  • Initial Complaint

    Date:06/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    After receiving an incorrect order and charged incorrectly (I was over charged), I tried to contact La Senza through email three times without a solution to the problem or a response. When I called, I was constantly put on hold for over a half an hour. The representative on the phone literally laughed at my request. All I was asking is for the order to be rectified or my money returned. As this was not my mistake, it was La Senzas mistake, I should not have to print a return label and inconveniently send the order back. The customer service agent was constantly laughing. I was supposed to get 2 free underwear for each bra I purchased and I was charged for the underwear.

  • Initial Complaint

    Date:11/17/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased 13 items which included 6 bras (all ordered in my size that I was given from being measured at their in-store location previously) from la Senza’s website on November 23, 2023. Every item fit great besides item# *********. This bra was much larger than the rest and seems to be defected and sized wrong. My invoice states that I can return or exchange in store or return via mail. I drove 40 minutes to fairview mall location and was turned away from being able to exchange or return as the item was purchased on sale online, I was directed to call customer service and all they could offer me was 10$ gift card to spend in combination with more of my money at their business. No where on my invoice does it state that sale items can not be exchanged and that you must keep items and loose your money. I wasted gas, and 2 hours on the phone with their customer service with zero resolution and stuck with a product I can not use and $30 out of pocket and no bra to wear. I feel robbed. The invoice mislead me with its instructions to go to store to exchange and the website at check out did not inform me at time of purchase that I would not be able to exchange any products on sale even if there is a fault of the company’s product that was hand picked by their employees before I could see if it was functional. All I wanted was to exchange for a product that is of proper size that I ordered. I’d like a full refund after all this trouble and wasted gas and time.

    Business Response

    Date: 12/29/2023

    Thank you so much for your candid feedback, I would like to help you resolve this problem. I need additional information. Would you mind contacting the customer service line at ###-###-####. You may ask for me directly, my name is **** *****. Let's get this issue resolved, I look forward to hearing from you and I apologize greatly for this inconvenience. 

  • Initial Complaint

    Date:07/16/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I would just like them to stop emailing me! They send me a daily email to mt account ************************. I want it to stop. I have unsubscribed over 8 times. This is unacceptable from a business to continue to email me when I have asked them to stop!

  • Initial Complaint

    Date:07/10/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered several bras from this site that were listed as being allover cotton and overall not containing polyester as I have an allergy. When the bras arrived, they were all lined in polyester, which was not listed on the site. The company refuses to give me a free refund. They also wasted my time in a support chat trying to insist that polyester and polyamide are the same material even though they are not. Which was strange and irrelevant. Over an hour in a support chat trying to very fairly remedy this situation. This is a serious issue when it comes to allergies and I am shocked by this issue not being taken seriously. I have tried to use email, and their support chat with no luck. Very shady business to not at least refund the customer. On top of all this, one of my items that was part of the same order has shipped to a completely different state and they have refused to refund me on that even though that is in no way my fault.

  • Initial Complaint

    Date:07/07/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I receive too many emails from them. Been trying to unsubscribe in 30+ attempts. Their UNSUBSCRIBE feature seems not to be working. It is so annoying to receive those emails

  • Initial Complaint

    Date:10/30/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    A gift card was purchased 11.29.2019 in the amount of $50 as a holiday gift. Less than four months later COVID shut everything down. I tried ordering online, but gift cards were not accepted for online purchases at that time. I assumed this was as a way to save costs during the pandemic. Here we are over two years later and La Senza is STILL not allowing online purchases to be bought with a La Senza gift card. The only store in the US has closed. How can a company sell gift cards, then not allow you to use them?

  • Initial Complaint

    Date:10/23/2022

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made an online purchase with La Senza on October 14 using PayPal. My order was never fulfilled or shipped. Customer Care said there was a glitch in the system and that my order would not be fulfilled. They said if I wanted the items I would have to reorder but this would mean I could no longer get the sale price of the original order, they did not offer a price match or a discount code to enable pricing of the order at the original cost. To date (October 23) I still have a pending charge on my account. I have contacted Customer Support 8 times and this issue has not been resolved.

  • Initial Complaint

    Date:10/09/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been getting a lot of emails. I requested 10xs now to "UNSUBSCRIBE" from their email list. They continue to email me. Their UNSUBSCRIBE feature does not work. What do I have to do to be off their email campaign list! They are not following customer email requests. PLEASE DO NOT EMAIL ME ANYMORE! This makes me NEVER want to work with this company again!!!!

  • Initial Complaint

    Date:07/15/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order with la senza online and as soon as placed it I noticed I forgot to change my shipping address I immediately contacted them to be told there was no way of amending the address or canceling the order even though it had only got to the received process. So now I must just hope that the new owners send the parcel back and I get my refund they were extremely unhelpful.

La Senza Stores, LLC is NOT a BBB Accredited Business.

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