I was happy with SaraMart, all my orders ( shoes, boots, shirts & ...) size correct, colours perfect,,,I can't wait when she's coming back!
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I have placed many orders with Sara mart, very pleased with purchases, one occasion cancelled an order got refund next day. Have received some packages for Xmas one was missing they refunded within t... See more
Company replied
Best online shopping about .have never waited more than 8 days to northern ireland for delivery and everything that's arrived has been good quality and packaged well.always read reviews for sizing and... See more
I used to be able to use the app when it was saramart but since changing name all I ever get is connection failed 🤦♀️ I have tried uninstalling and reinstalling, clearing cache, restarting phone... See more
Company replied
Company details
Written by the company
SaraMart is a leading online shopping platform that provides a variety of products such as clothing, accessories, electronics, home appliances, and beauty products at discounted prices. We offer delivery services, secure payment options, and a high quality of After-Sales service. We not only offer products of good quality but a way of lifestyle.
Contact info
United Kingdom
- www.saramart.com
3.4
Average
9K reviews
Hasn’t replied to negative reviews
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excellent so far.
excellent so far.. I do have two orders still pending which haven't been shipped but hoping they go as well - will keep informed - excellent quality
17 January 2024
Unprompted review
Cancelled a order within the…
Cancelled a order within the preparation time wanting to reorder there is nowhere on the site chat bot etc regarding where I will/when get a refund I am very worried about this the chat bot has no accurate answer regarding this should I just contact the bank ?? Its very worrying
18 January 2024
Unprompted review
Reply from SaraMart
Dear customer,
I'm very sorry that this problem has caused you trouble. I understand how helpless it is to not be able to get help in time when you need help. Please accept my sincere apology.
I would like to assure you that there is absolutely no need for worry regarding the cancellation of your order and the refund process.Regarding your cancelled order, as it was cancelled within the preparation time, you are indeed entitled to a full refund. The refund process is typically initiated immediately upon cancellation and it can take anywhere from 8 to 15 business days for the amount to be reflected in your account, depending on your bank's processing time.
There is no need for you to contact your bank at this juncture, as the transaction will be automatically processed. However, I am here to help you monitor this situation closely. If you want to know the detailed refund information of this order, please send the order number to service@saramart.com and briefly inform us of the problem you encountered. I assure you that we will put the urgency of this matter first. And inform you of complete information within 72 hours.
In the meantime, I apologize for any confusion or inconvenience this may have caused. Please go ahead and place your new order at your earliest convenience, and rest assured that we are dedicated to making this process as smooth and worry-free as possible for you.
Should you have any further questions or require additional assistance, feel free to contact me on service@saramart.com. Thank you for your patience and understanding.
Warm regards,
Jerry - Saramart CS team
Cancelled order Scam
Cancelled order, was informed confirmation was being sent, never arrived. Customer service now won’t respond. Items were never ordered, scam. I am contacting trading standards.
11 January 2024
Unprompted review
Reply from SaraMart
Dear Customer,
We've received your comment and sincerely apologize for any concerns you’ve been facing with the non-arrival of your order.
Please be informed that our estimated shipping window is between 15 and 28 days. While we strive to ensure timely delivery, on rare occasions, unforeseen circumstances can lead to delays in logistics. We understand the distress this might cause and want to assure you that we are here to support you throughout this process.
To proceed in assisting you, could you please provide us with the following details to email service@saramart.com:
- Your order number.
- The tracking number.
Once we have these details, we will immediately investigate the matter with the shipping company and work towards a resolution and inform you of detailed logistics information within 72 hours.
Should your order not arrive within the stated timeframe due to any exceptional circumstances, we want to put your mind at ease and confirm that a full refund will be provided.
Thank you for your patience and understanding as we work to resolve this matter. Your experience is important to us, and we are taking every step to ensure a satisfactory resolution.
Sincerely,
Jerry - Saramart CS Team
WORST CUSTOMER SERVICE AND CARE EXPERIENCE EVER!
I am utterly frustrated as I ve tried so freaking many times to pay for the items on my cart but the app has a bug or something and always pops up a message "pay fail". And don't talk to me about data/wifi connection issues as my connection is stable and I ve been trying the whole day unsuccessfully! And of course I have more than sufficient amount on my cash card for the purchases/order I wished to place. All the items on my cart are also available and I live in Greece where they ship these items. I ve exhaustedly tried to contact them but it s always a bot on customer service messages that of course cannot resolve the issue apparently. I have even emailed them, no answer whatsoever.
WORST CUSTOMER SERVICE AND CARE EXPERIENCE EVER!
16 January 2024
Unprompted review
Reply from SaraMart
Dear customer，
I am genuinely sorry to learn about the difficulties you've experienced while attempting to make a purchase through our app, as well as the frustration you've encountered with our customer service response. Please accept our sincerest apologies for what clearly has been a less than satisfactory experience – this is not the level of service we aim to provide.
Your feedback is extremely valuable to us, and I assure you that your concerns are being taken very seriously. To address the payment problem immediately, I kindly ask you to send your information, such as phone number, order number of previous successful orders (if any) to our email address service@saramart.com . I am escalating this matter to our technical team to investigate the reported bug causing the "pay fail" message. Please rest assured that we are working diligently to resolve this as quickly as possible.
Once again, I apologize for the distress this situation has caused you. I am committed to resolving your payment issue promptly and restoring your confidence in our service.
Thank you for your patience and cooperation. I look forward to your response so that we may correct this issue without any further delay.
Best regards,
Jerry - Saramart CS team
Highly recommend A**** products and service
Always been happy with my purchases and I am a continued returning customer always happy with the quality of the products couldn’t recommend enough A******
16 January 2024
Unprompted review
Check reviews and chat pictures before…
Check reviews and chat pictures before buying anything. What we got waa great quality and identical to the originals minus the inside tags. Delivery can take a while. Have already placed a second order.
8 December 2023
Unprompted review
Not working!!!!
Can’t see anything on the brand page at all! This was my whole reason for getting the app…..what’s going on?!?!
10 January 2024
Unprompted review
Reply from SaraMart
Dear customer ,
I'm terribly sorry to hear that you're experiencing difficulties with our app. It's concerning to hear that the brand page isn't visible, especially since this is your main reason for using our service.
Please know that we are treating this matter with the utmost urgency.
In the meantime, could you please provide us with the following information to service@saramart.com to help us expedite the resolution process:
1. The type of device you are using .
2. The version of the app you are using.
3. A Screenshot or screen recording of the issue, if possible.
This information will be very helpful for our technical team to understand the problem and provide a specific solution.
We truly apologize for any inconvenience this has caused you and appreciate your patience as we work to fix the problem. Please rest assured that we are doing everything we can to get the brand page up and running for you again.
Best regards,
Jerry - Saramart CS Team
SaraMart stopped responding regarding…
Update after contacting them by email I finally got a refund.
SaraMart stopped responding regarding an order that was lost by the courier they were supposed to be organising a replacement but have not got bank to me since the 30/12/23 I have asked for an update daily and also for a refund with no response such bad service the order was attempted delivery on the 11th December then never reattempted evri had lost it it was a Christmas present for my daughter the parcel was confirmed lost and I’ve still not had a replacement or a refund from Sara mart or Hacoo as they are now calling themselves
9 January 2024
Unprompted review
Reply from SaraMart
Dear customer，
I'm sorry to hear that your package hasn't been delivered yet after such long time waiting. I understand how frustrating that can be. Please accept my sincerest apologies.
I have found that your order has not been delivered due to the expected time limit. I have initiated a full refund for you on 2024-01-12. The refund will take 8-15 working days to be returned to your original payment channel.
As we strive to provide our customers with quality products and services at a competitive price, we will work hard to improve the efficiency of our logistics systems to avoid similar occurrences in the future.
We would like to express our sincere apologies for any inconvenience caused. We appreciate your patience and understanding during this time.
Best regards,
Jerry - Saramart CS Team
Never received
Ordered two pairs of boots back in November and they’ve never arrived. I’ve contacted Sara Mart so many times and am told to be patient. I asked for a refund and to cancel my order and was advised this wasn’t possible. Today they’ve given me some couriers number to contact. Messaged today and there’s no reply. Considering logistics are showing item is still in China I don’t hold out much hope. Logistics originally showed 30% complete but today it’s gone down to 27% complete. So basically they have my money and I have no goods. Not impressed
22 November 2023
Unprompted review
Reply from SaraMart
Dear customers,
I am so sorry for keeping you waiting for your package, I sincerely apologize for the inconvenience caused by this situation and I understand it can be very frustrating.
In order to save your precious time, we recommend you to email us at service@saramart.com and provide details of the problem, such as: order number, problem description, etc. and indicate "Complaint from Trustpilot.com in the subject ". After we receive your information, we will try our best to help you check the logistics track of the package and inform you of the transportation details as soon as possible.
Please accept our sincerest apologies and your patience and understanding will be highly appreciated!
Sincerely,
Stephen - Saramart CS team
Saramart and evri scam
I placed an order with Saramart now known as hacoo on 12th December 2023 the order was shipped and shown to have been received by evri on 18th December on 21st of December when tracking the parcel evri advised their was an issue and the parcel would be delivered the next working day which is was not and the tracking status has not changed from the 21st December. I contacted evri who advised me to contact saramart for a refund or replacement so I did on the 4th January 2024 and was advised the delivery time frame wasn't up until 6th January 2024 so they couldn't do anything until then. It is now the 8th January and I have contacted saramart twice since the first correspondence and no-one is replying to my messages I have also called evri who just keep telling me I have to go through the retailer. Absolutely disgusting customer service from both evri and saramart
8 January 2024
Unprompted review
Reply from SaraMart
Dear customers,
I am so sorry for keeping you waiting for your package, I sincerely apologize for the inconvenience caused by this situation and I understand it can be very frustrating.
In order to save your precious time, we recommend you to email us at service@saramart.com and provide details of the problem, such as: order number, problem description, etc. and indicate "Complaint from Trustpilot.com in the subject ". After we receive your information, we will try our best to help you check the logistics track of the package and inform you of the transportation details as soon as possible.
Please accept our sincerest apologies and your patience and understanding will be highly appreciated!
Sincerely,
Stephen - Saramart CS team
I’ve cancelled my order today as i…
I’ve cancelled my order today as i wanted to change the colour of an item and i haven’t heard anything about getting a refund? I’ve tried the chat bot and i’ve been placed in a line of 114 people for 3 hours now i can’t get through to anyone. How do i know if the refund has been processed? It doesn’t say anything about a refund anywhere 😩
4 January 2024
Unprompted review
Reply from SaraMart
Dear Customer,
We are very sorry to bring you a bad shopping experience, and we sincerely apologize to you.
To help save your precious time, we suggest that you can send us email via service@saramart.com with problem details like: order number, problem description, etc, and write the subject as "Complaint from Trustpilot.com" so as to help us quickly locate and solve your issue. Once we receive your information,We will spare no efforts to figure the issues you encounter out.
Sorry again for inconvenience caused , have a nice day~
Best regards,
Stephen - Saramart CS team
They lie and refuse to give refund for goods that never arrived
First order I placed was absolutely fine, received really quickly and was nice stuff so ordered more in 2 separate orders, both of which never arrived. Contacted them and was told it’s yodels problem not theirs. They then went on to send me fake tracking updates and continuously lie about where my parcels were, I repeatedly asked for my money back but they kept avoiding answering me. Eventually they ended the chat and I’m still nearly £100 out of pocket with nothing to show for it.
If you do decide to buy from them just be aware that they’re keeping your money whether you get your goods or not. They claim they will help you if you contact them. They won’t.
4 January 2024
Unprompted review
Reply from SaraMart
Dear customers,
I am so sorry for keeping you waiting for your package, I sincerely apologize for the inconvenience caused by this situation and I understand it can be very frustrating.
In order to save your precious time, we recommend you to email us at service@saramart.com and provide details of the problem, such as: order number, problem description, etc. and indicate "Complaint from Trustpilot.com in the subject ". After we receive your information, we will try our best to help you check the logistics track of the package and inform you of the transportation details as soon as possible.
Please accept our sincerest apologies and your patience and understanding will be highly appreciated!
Sincerely,
Stephen - Saramart CS team
Horrendous customer service
UPDATE- was given refund on 22nd January. Ordered some bits for presents- over £170. Some of the order arrived however Evri lost a parcel containing the most important bits 🤦🏻♀️. Having admitted to their mistake of loosing the parcel I then contact SaraMart (18th December) who have past my query to the relevant department who will be in touch…..it is now 4th January and I’ve not had any contact from SaraMart to replace or refund the lost items. Customer service is the worst I’ve ever come across. One of the football tops was sent in the wrong size too i have requested to send this back for the correct size and that has been ignored also.
27 November 2023
Unprompted review
Reply from SaraMart
Dear customers,
I am so sorry for keeping you waiting for your package, I sincerely apologize for the inconvenience caused by this situation and I understand it can be very frustrating.
In order to save your precious time, we recommend you to email us at service@saramart.com and provide details of the problem, such as: order number, problem description, etc. and indicate "Complaint from Trustpilot.com in the subject ". After we receive your information, we will try our best to help you check the logistics track of the package and inform you of the transportation details as soon as possible.
Please accept our sincerest apologies and your patience and understanding will be highly appreciated!
Sincerely,
Stephen - Saramart CS team
I made an order which arrived either an…
I made an order which arrived either an item missing, they are refusing to refund the missing item as parcel shows as delivered! Been back and forth and still nothing! A few items where terrible quality and I requested to return them but instead they gave a partit refund of like a £1 from a £20 item!!! I don’t want to keep it’ they then told me on order to get a refund I need to cut up/destroy the items!!! Really??? I did and sent pictures and still no refund and I am still a pair of shoes missing !!! Customer service is shocking! Make sure the items are defo what you think they gonna be before ordering!! Currently £130 light!!!
14 December 2023
Unprompted review
Reply from SaraMart
Dear customers,
We are very sorry that our product did not satisfy you. I am very sorry for not giving you a perfect shopping experience.
If you are dissatisfied with our products, you can contact our online customer service within 15 days of receiving the package or report your problems via email (service@saramart.com), and we will be happy to help you apply for a refund. We will do our best to improve product quality and service in order to make all customers satisfied.
Please accept our sincerest apologies and have a nice day~
Sincerely,
Stephen - Saramart CS team
Downloaded really excited coz my…
Downloaded really excited coz my husband gets so many great things on this app so wanted to order loads. Downloaded and can’t see anything my husband can see!! Is there a way around this? Do I need to verify or something? Please help otherwise I might aswell just go on SHEIN!
1 January 2024
Unprompted review
Reply from SaraMart
Dear customers,
Sorry for the inconvenience, due to a recent system update in the app, some product detail pages may not be viewable. If you recently placed an order, you can still check the progress of the shipping status. We will fix the function as soon as possible, you can continue to follow the application page.
Kind Regards,
Stephen - Saramart CS team
no parcel
My parcel was ordered on the 23rd of November 2023, been stuck on 59% for a month and a bit now, royal mail still haven't received parcel so can’t track it either, tried emailing them and no answer!
Ordered a different parcel the week after and received that one no problem with delivery??
23 November 2023
Unprompted review
Reply from SaraMart
Dear customers,
I am so sorry for keeping you waiting for your package, I sincerely apologize for the inconvenience caused by this situation and I understand it can be very frustrating.
In order to save your precious time, we recommend you to email us at service@saramart.com and provide details of the problem, such as: order number, problem description, etc. and indicate "Complaint from Trustpilot.com in the subject ". After we receive your information, we will try our best to help you check the logistics track of the package and inform you of the transportation details as soon as possible.
Please accept our sincerest apologies and your patience and understanding will be highly appreciated!
Sincerely,
Stephen - Saramart CS team
Why are shipping cost so high now
Why are shipping cost so high now? Last week I ordered it was only £4.99 went to order £100 worth of goods today and was away to be charged £90 shipping 🫣
29 December 2023
Unprompted review
Reply from SaraMart
Dear customers,
At present, the postage is calculated according to the weight of the order. If the weight exceeds 5kg, the postage will increase by $5 for every 0.5kg. In order to reduce this part of postage expenses, we recommend that you pay for the order separately.
Kind Regards,
Stephen - Saramart CS team
Best online shopping about .have never…
Best online shopping about .have never waited more than 8 days to northern ireland for delivery and everything that's arrived has been good quality and packaged well.always read reviews for sizing and can't go wrong
8 December 2023
Unprompted review
Excellent site and service!!
This is one of the best sites out there!! Everyone needs to get on it! I’ve had the best communication, fast delivery, all tracked, the quality of clothes is outstanding! I’ve had multiple orders now and never had a problem, so cheap. I was worried about buying from overseas and would never go to TEMU as heard loads of bad things but this site is incredible. I won’t buy from anywhere else now. You won’t regret it! I’m based in north west, UK, genuine review. The quality of brands is no different to what you get at home. I wish more people knew about it as it saves you hundreds! My last order was only £45 and if I bought it here it would have cost me £150! Also if you review items and upload photos they give you credit back to use, I got £5 back the last 2 times Ive reviewed my items. I can’t rave about this website anymore! You wont regret buying from here. And no I don’t work for them haha or have any connection to this site. I’m just a really happy customer who wants to spread the word about how good this site is!
28 December 2023
Unprompted review
No tracking update for 3 weeks
Ordered on the 30th Nov, 2 of my packages have not moved with the courier since 4th Dec. Tried contacting customer services via live chat every day since 23rd Dec and constantly get told it is being escalated then told to wait but the packages are clearly lost. The courier has also advised me to contact the seller for a refund. Awful customer service.
28 December 2023
Unprompted review
Reply from SaraMart
Dear customers,
I am so sorry for keeping you waiting for your package, I sincerely apologize for the inconvenience caused by this situation and I understand it can be very frustrating.
In order to save your precious time, we recommend you to email us at service@saramart.com and provide details of the problem, such as: order number, problem description, etc. and indicate "Complaint from Trustpilot.com in the subject ". After we receive your information, we will try our best to help you check the logistics track of the package and inform you of the transportation details as soon as possible.
Please accept our sincerest apologies and your patience and understanding will be highly appreciated!
Sincerely,
Stephen - Saramart CS team
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