SaraMart Reviews 9,211

Reply from SaraMart

Apr 1, 2024

Dear Customer,

Thank you for reaching out to us regarding the issues you've encountered with your recent purchase on Saramart. We understand your frustration and sincerely apologize for the inconvenience caused.

To assist you further and ensure that we address this matter appropriately, could you please provide us with either the order number or the tracking number associated with your purchase? Additionally, any relevant details regarding your communication with Evri and the steps you've taken to resolve the issue would be helpful.

Kindly send the order number or tracking number to our dedicated email address at service@saramart.com. Our team will prioritize your inquiry and work diligently to investigate the situation and facilitate a resolution, including processing a refund if necessary.

We apologize for any inconvenience caused by the lack of communication and the delay in receiving your refund. Rest assured that we take these matters seriously and are committed to ensuring a satisfactory resolution for you.

Thank you for bringing this matter to our attention. We appreciate your patience and cooperation as we work to rectify this situation.

Best regards,
Jerry - Saramart CS Team

Reply from SaraMart

Mar 29, 2024

Dear Customer,

I am truly sorry to hear about the issues you've encountered with your recent order. Your satisfaction is our top priority, and it's distressing to learn that your parcel arrived with items missing.

We take these matters seriously and are committed to resolving this issue promptly. To assist you further and investigate the matter thoroughly, could you please provide us with your order number? Once we have this information, we can proceed with the necessary steps to address your concerns.

Please send your order number to our dedicated email address at service@saramart.com, and our team will prioritize your case to ensure a swift resolution. Additionally, we apologize for any inconvenience caused and assure you that we are here to support you throughout this process.

Thank you for bringing this matter to our attention. We look forward to hearing from you soon and resolving this matter to your satisfaction.

Warm regards,
Jerry - Saramart CS Team

Reply from SaraMart

Mar 25, 2024

Dear Customer,

I'm sorry to hear that you're still waiting for your parcel to arrive. I can imagine how disappointing this must be and I apologize for any inconvenience this delay might have caused you.

To help us take swift action and get to the bottom of where your order might be, could you please send us your order number or tracking number? You can send this information directly to our customer service email at service@saramart.com.

Once we receive your information, we'll be able to track down your order and update you on its status. Please remember that our shipping time frame is 15-28 days, and we do our utmost to ensure that orders arrive within this period.

Thank you for your patience and cooperation. We are committed to resolving this issue for you as promptly as possible.


Warm regards,
Jerry - Saramart CS Team

Reply from SaraMart

Mar 21, 2024

Dear Customer,

Thank you for reaching out to us with your concern. We apologize for any inconvenience caused by the missing parts and the absence of directions for your cooking pot / combo pressure cooker. We completely understand that this situation can be frustrating and we are here to help.

To resolve this matter promptly, please contact our customer service team directly at service@saramart.com. Kindly provide them with your order number and clear photos of the product you have received. This will enable our team to assess the situation and provide you with the necessary parts or instructions.

Alternatively, if you wish to request a refund, you can do so directly through our APP. Please navigate to your order history, select the relevant order, and follow the steps to submit a refund application.

We strive to ensure that all our customers are satisfied with their purchases, and we'll do our best to rectify this issue for you as soon as possible.

Thank you for your patience and understanding. We are committed to providing you with a positive experience and we are confident that we'll be able to resolve this matter to your satisfaction.

Best regards,
Jerry - Saramart CS Team

Reply from SaraMart

Updated Mar 18, 2024

Dear Customer,

Thank you for getting in touch with us regarding the sizing issues you've experienced with the jewelry you received. We sincerely apologize for any disappointment and inconvenience this has caused you.

I would like to inform you that our current policy does not support returns due to the complexities and potential troubles related to the process of returning products. As part of our policy aimed at simplifying procedures, we encourage customers to destroy the item that doesn’t meet satisfaction in exchange for a refund, negating the need for return shipping.

If you have already sent an email on the 5th of March and have not received a response yet, please accept our deepest apologies for the oversight. I will personally ensure that your case is reviewed as soon as possible once we hear back from you.

Please contact us again at your earliest convenience at service@saramart.com , and we will strive to provide you with a satisfactory resolution.

Best regards,
Jerry - Saramart CS Team

Reply from SaraMart

Mar 11, 2024

Dear valued customer,

Firstly, I would like to extend our sincerest apologies for the inconvenience you've faced, and for any delay in communication on our part. We take customer experiences very seriously, and it's apparent we have not lived up to the standards you rightfully expect from us.

Upon reviewing your case,we noticed that a partial refund was processed for the item in question. In order to issue a full refund for the product, we need more details from you. In accordance with our company's refund policy for defective or unsatisfactory merchandise, please destroy these seven products that have received partial refunds and provide us with pictures that clearly show the destruction, and I promise to process the full refund for these seven products for you.

Once you provide us with the images, we will expedite the processing of your full refund. This policy exists to ensure that the products are indeed unusable and to prevent further inconvenience to you of returning the items.

We are committed to resolving this issue promptly and hope to restore your faith in our customer service. Please send the requested images at your earliest convenience to our email, and we will take immediate action on your case.

Thank you for your cooperation, and we look forward to rectifying this situation to your satisfaction.

Warm regards,
Jerry - Saramart CS Team

Reply from SaraMart

Updated Mar 18, 2024

Dear Customer,

Thank you for reaching out to us and expressing your concerns. We truly apologize for any inconvenience you've experienced with your recent order and the wait time for customer service's response.

We understand your disappointment regarding the sizes of the items you've ordered and your expectation of a refund. Our policy regarding returns and refunds is that we currently do not support a return service. We ensure this is clearly communicated on our website and product pages to avoid any misunderstandings before purchases are made.

In order to solve your problem as soon as possible, please provide product pictures and order numbers to service@saramart.com, and our customer service will guide you through the next step of applying for a refund.

Once again, we apologize for any distress caused, and we hope to have the opportunity to serve you better in the future.

Warm regards,
Jerry - Saramart CS Team

Reply from SaraMart

Updated Mar 18, 2024

Dear Customer,

Thank you for downloading our app and for reaching out to us with your concern. We are delighted to know that you came to us through a friend's recommendation, and we truly appreciate you giving us a try.

I understand that you have been looking forward to exploring our assortment of products, and I'm here to assist you in this matter. Our app algorithm indeed operates on a random push basis, which occasionally may lead to certain brand products not being readily available or visible for all customers at the same time.

We acknowledge that this can be somewhat inconvenient, and we're constantly working on improving the user experience. Your feedback is invaluable in this process.

To better assist you, we would kindly ask that you provide us with a screenshot of your current app view or any error messages that you might be encountering. This will help us to diagnose the issue more effectively and provide you with a swift resolution. Please send the screenshot to our customer service team at service@saramart.com. Once we have that information, one of our customer representatives will guide you through the process and help ensure that you have access to our full range of products.

Thank you for your patience and cooperation. We are committed to providing you with a satisfying shopping experience and hope to resolve your issue as quickly as possible.


Best regards,
Jerry - Saramart CS Team

Reply from SaraMart

Updated Mar 18, 2024

Dear Customer,

Thank you for contacting us regarding the cancellation of your two orders. We understand that such situations can be frustrating and we apologize for any inconvenience you may be experiencing with the stock availability and the cancellation process.

Typically, once an order is successfully cancelled, the order status should reflect "Cancelled," and the refund process will begin. Please be assured that the refund is expected to take 1-7 business days to be credited back to your Klarna account.

To assist you further and provide you with detailed information about the refund status of your cancelled orders, we kindly request that you provide us with the phone number associated with your account or the order numbers in question. You can send this information directly to our customer service team at service@saramart.com.

Once we have the relevant details, we will promptly investigate the matter and ensure that the cancellation and refund process is completed smoothly. We are here to help and want to make certain that your concerns are resolved to your satisfaction.

We look forward to your prompt response so we can assist you as quickly as possible.

Warm regards,
Jerry - Saramart CS Team

Reply from SaraMart

Updated Mar 18, 2024

Dear Customer,

Thank you for reaching out regarding the issue with your recently order. We understand how disappointing it must be to encounter a problem with a new item, particularly when it's outside of the exchange window.

In order to help you efficiently, we would like to request the following:

Please provide us with clear photographs of the damaged handle on your LV bag. This will help us to assess the extent of the damage and determine the best course of action.

It is important for us to know whether the damage occurred within the first 15 days of use. Please include this information in your correspondence.

Please send the requested photos and information to our customer service email at service@saramart.com. Upon receipt of your email, our team will carefully review your case and consider if an exception can be made regarding your recent order.

We apologize for any inconvenience this has caused and assure you that we are committed to resolving this matter to your satisfaction. Your experience is important to us, and we appreciate your cooperation in providing the necessary details.

Thank you for your attention to this matter.

Kind regards,
Jerry - Saramart CS Team

Reply from SaraMart

Updated Mar 18, 2024

Dear Customer,

Thank you for reaching out to us regarding the issues you're experiencing with your recent order. We're truly sorry to hear that only one of the items has been delivered, and we certainly understand how frustrating this situation must be for you.

In order to assist you swiftly and securely, we would kindly ask you to send us your order number. This can be done by emailing us directly at service@saramart.com. With your order number, we'll be able to track the missing items and investigate what might have gone wrong.

Thank you for your patience and cooperation. We look forward to resolving this matter to your satisfaction as quickly as possible.

Please make sure to include the following information in your email:
- The order number
- A brief description of the item(s) not received

Once we receive your email, one of our customer service representatives will reach out to you with further instructions.

We deeply apologize for the inconvenience.

Warm regards,
Jerry - Saramart CS Team

Reply from SaraMart

Updated Mar 18, 2024

Dear Customer,

First and foremost, please accept our sincere apologies for the inconvenience you've been experiencing with our app since the transition from Saramart to our new platform. The connection issues you described are certainly not the seamless experience we aim to provide.

To address the problem more efficiently, we kindly ask if you could provide us with additional information. Specifically, we would like to know the country you are located in and the model of phone you are using. This information will help us to better understand the situation and guide our technical team toward a resolution.

Please send these details to our dedicated support email at service@saramart.com. Your cooperation is greatly appreciated and will significantly assist us in remedying the situation as swiftly as possible.

Thank you for your patience and understanding during this time. We are grateful for your perseverance and deeply value you as a customer.

Best wishes，
Jerry - Saramart CS Team

Reply from SaraMart

Feb 27, 2024

Dear Customer,

Thank you for reaching out and for your continued interest in our products. We are grateful for your kind words and your loyalty as a customer.

We understand how disappointing it can be to find that the items you want to purchase are out of stock. Please accept our apologies for any inconvenience this has caused you. The prolonged stock issues are due, in part, to our factory's production halt during the Spring Festival period. This pause significantly impacted our inventory levels for some products that you may be looking for.

We have good news, though! The production has already resumed, and we are working diligently to replenish our stock as quickly as possible. However, given the time needed for manufacturing and subsequent shipping, it may still take some time for these products to become available again.

Thank you for your understanding and patience~


Warm regards,
Jerry - Saramart CS Team

Reply from SaraMart

Updated Mar 18, 2024

Dear Customer,

I am truly sorry to hear about the trouble you've been experiencing with your recent order and the lack of response from our company. Please accept our sincerest apologies for any inconvenience this has caused you.

I am personally taking charge of your case to ensure we resolve this matter promptly. To assist you better, I will need some details regarding your order to our email service@saramart.com :

- Order number or tracking number
- The email address you have used for communication

Once I have this information, I will promptly investigate the issue with our shipping department and get back to you with an update. Rest assured, we are committed to ensuring your satisfaction, and should we find that the package cannot be delivered, we will arrange for a full refund of your 130 euros as per our company's policies.

Please send the requested information at your earliest convenience, and I promise to provide you with a resolution or a definitive update within 72 hours.

Thank you for your patience and understanding. We are here to make things right for you.

Best Regards,
Jerry - Saramart CS Team

Reply from SaraMart

Updated Mar 18, 2024

Dear Customer,

First and foremost, I want to extend our sincerest apologies for the frustration and inconvenience you’ve experienced with your recent purchases from our company.

We take your feedback seriously, and we want to assure you that our intention is to operate with the utmost integrity and transparency. We are dedicated to resolving this issue and ensuring that you are satisfied with the outcome.

We understand that you would like to request a refund for your purchase, and we are sorry to hear that your refund request has been denied. While reviewing your refund request, we noticed that the images submitted did not clearly reflect signs of destruction of the product, making it difficult for us to confirm that the product was indeed ours. This situation may cause difficulties in the refund process.

in order to further follow up and process your refund request, pls kindly provide us some more clear pictures of product destruction to our customer service email service@saramart.com. Once we receive the above information,we will prioritize your case and to find a solution, which may include providing a full refund for the affected items.

We are committed to handling this matter as quickly as possible and sincerely hope to reach an outcome that is fair to you. Thank you very much for your cooperation and undaerstanding.


Warm regards,
Jerry - Saramart CS Team

Reply from SaraMart

Updated Mar 18, 2024

Dear customer,

I'm very sorry to hear that your package track has been stuck for so long and made you wait for so long. Please accept my sincerest apologies.

Usually it takes 15-28 days for our packages to be delivered to Europe. However, due to the long distances of international transportation, a small number of packages may have accidents during transportation, which is something we absolutely do not want to see.

In order to solve your problem as soon as possible, I kindly ask you to send your order number or tracking number to our email address service@saramart.com, and write the subject as "Complaint from trustpilot". Once we receive your information, we will start the investigation process as soon as possible and inform you of the status of your package within 72 hours. Of course, if the estimated delivery time is exceeded, we will proactively initiate a refund for you.

We look forward to hearing from you and sincerely thank you for your patience and understanding during this time!

Best regards,
Jerry - Saramart CS Team

Reply from SaraMart

Updated Mar 19, 2024

Dear Customer,

I am deeply sorry to hear about your frustrating experience with our customer service team. Please accept our most sincere apologies for the inconvenience caused by the misdelivery of your parcel and for the unsatisfactory response you've received so far.

Rest assured, I am personally looking into the matter to ensure that your issue is resolved swiftly. Could you please provide the order number and the tracking number to service@saramart.com so that I can provide you with a tailored resolution, ?

We value your business and would like the opportunity to make things right. Once we have the necessary details, we will rectify the delivery error as quickly as possible and take measures to prevent such incidents in the future.

Thank you for bringing this matter to our attention. I assure you, we are dedicated to restoring your confidence in our service.

Best regards,
Jerry - Saramart CS Team