Reviews 3.6
159 total
Kyler Cook
1 reviews US
Poor Customer Experience
While I had some "fit issues" (an initial suit that was too small for an athletic build), I was optimistic those issues could be taken care of as part of future remakes & alterations. My main issue is related to the customer experience & not being able to work with Sene to reach an effective compromise in order to receive the custom product I desired (suit with double-vented jacket). As a busy professional, I'm very disappointed in the personal time & energy I invested in the Sene process to ultimately be refused the custom product I ordered/desired, despite offering to spend hundreds more (to try satisfying their not-so-obvious "VIP" policy requiring a minimum lifetime spend of $1000 to special-request double vents). Given how the customer experience has turned out, I regret my purchase & would discourage/caution others from doing so. I'm at least thankful that Sene has offered to refund my purchase price (but unfortunately not the lost time & energy). Opportunities for Improvement: - Work with Your Customers - customer experience is so important, especially today & especially for a "custom" clothing maker. It's incredibly frustrating to be a customer who wants to give a company a chance & be told, after much time & energy invested, that they are unwilling to compromise with you. If they want to stick with their VIP policy restricting double-vented suits (in the first place... why??), I don't understand why they would turn down a customer who is willing to spend hundreds more just to get the 1 product he thought he was getting in the first place. These missed expectations on my "custom" suit & lack of working towards a compromise were very frustrating to experience. - Faster Responses: I have an email thread with 30+ responses & each Sene response could take several days. This contributed to the time & energy I lost in the long, tedious process. Replying faster could have at least minimized my lost time & helped me realize faster that Sene was not willing to compromise with me. - Optimize for different body types: while I didn't have a chance to arrive at the finished product, it was initially frustrating for the clothing to be so small/tight (after providing up-front feedback that store-bought clothes are typically too tight). Doesn't seem like a great product for athletic males. - Offer face-to-face fitting: I found it personally difficult to provide multiple rounds of feedback on my initial products. I would have paid extra to go into a partnering tailor/expert to have them assess my fit & provide faster, more effective feedback than I could myself. This contributed to the sense of wasted time & energy I felt engaging in Sene's process.
Date of experience: November 21, 2022
Matt Blanton
1 reviews US
Please read their fine print return…
Please read their fine print return policy. They will not accept to return my suit despite it not fitting to their advertised true fit. Now I’m stuck with a poorly constructed suit that does not fit and I’m out $600. Do not order suits from them.
Date of experience: November 26, 2022
Thank you so much for the feedback, Matt. Our return policy provides a wide window for corrections to fit, with unlimited remakes, alterations plus refunds - no other brand has such a expansive guarantee. You reached out to us asking for a refund two full months after the Guarantee expired. We still made an exception and offered to remake it for you to get the perfect fit at a 50% discount as a one time exception but you declined and decided to leave a negative review. Every brand has to have a return window and so do we. You also reached out two full months after your guarantee expired. Thank you for sharing!
Adam Pass
1 reviews US
Multiple purchases
I have ordered not one, but two suits from Sene. The first suit , despite a very detailed algorithm did not fit well. BUT, Sene remade it quickly and now it fits great. When I ordered the second suit , the “remade” measurements had been saved and so that one showed up fitting perfectly. They are comfortable , stylish , and I always get a compliment or two when I wear them.
Date of experience: December 05, 2022
DW
1 reviews US
Sent wrong item, wouldn't refund shipping
UPDATE: After another unfruitful exchange with David, the customer experience lead reached out to me here with a sincere apology and promptly refunded the shipping. Bumping up my review from 1 star to 2 as it took a fair bit of Karen-ing to get a fair outcome, here. ORIGINAL: I've been a pretty loyal Sene customer for the last couple years — I've ordered a couple pairs of jeans for my husband and myself as well as a full suit and some sample sale trousers. We ran into some fit and quality issues, but all-in-all I was happy to put in a little legwork for a relatively affordable bespoke product. However, I recently ordered a pair of pants from their sample sale size 32x36. I received the wrong size (a 32x26). They refunded the cost of the pants and told me to donate them, but did not refund the shipping. When I reached out to point this out, a person called David responded and told me "we can't refund the shipping, unfortunately, only the garment." I responded and pointed out that I effectively paid $5 for them to send me the wrong thing. As of yet (two business days + the weekend), I haven't heard back. I'm still out the shipping. It's crap to be charged for their mistake. It's very disrespectful to their customers, especially loyal ones.
Date of experience: December 07, 2022
Hi there, this is Emil, the CX lead for Sene. Thanks so much for bringing this to our attention. I investigated the situation and it's indeed our mistake in labeling the sample sale item and you should have been refunded 100% promptly. I've gone ahead and issued the $4.99 refund for you!
Yuan Li
1 reviews US
Excellent quality of the suits
Excellent quality of the suits. Great service.
Date of experience: October 11, 2022
Mitchell Santos
1 reviews US
Comfiest clothes I own
Absolutely love my experience when I ordered from here. The customer service team was very responsive with my questions & concerns. When I received my order, I was amazed by the material of the fabric and the comfortability it upheld. One of the softest fitting shirts and the most comfortable jeans I have worn.
Date of experience: December 02, 2022
Tiffany Young
1 reviews US
The t-shirt material is the softest…
The t-shirt material is the softest I’ve ever worn, amazing quality and it delivered to me so quickly!
Date of experience: December 21, 2022
Vanessa Paterson
1 reviews CA
As someone who usually struggles to…
As someone who usually struggles to find jeans that fit me the way I want them to, Sene was a game changer. I can't believe how perfectly they fit me, and how well they compliment my preferences. I will definitely continue to purchase jeans until my collection is entirely sizeless (it's also nice not to refer to my body as a number)
Date of experience: December 27, 2022
Amy
1 reviews US
Beyond impressed
Creating clothing based on my actual measurements rather than what the main manufacturers think will fit me is a game changer for me. Top quality product with one of the best customer service teams around. Sene is my go to from here on out. Thank you Ray and team.
Date of experience: December 30, 2022
Dave Holman
1 reviews US
Very poor customer support.
Great suits. They had a sale, I decided to order a few more items. Multiple items came the incorrect size, some even had the incorrect size crossed out, and another incorrect size written on the labels. I reached out to customer service and they said they could not help me in getting the correct sizes that I ordered and paid for. I like the product, but I would never purchase anything from them again. Why even offer sizes for a sample If you cannot fulfill the order? Why make me get a tape measure and send pictures to show that the sizes are grossly incorrect.incorrect sizes on separate Multiple orders, so it was not just a one off “oops”.
Date of experience: December 01, 2022
Thank you for your feedback. You ordered our Sample Sale items which are final sale, clearly shown when checking out any of our Sample Sale items. Our team offered store credit so you can reorder once Sample Sale items are back in stock but you rejected the offer. It's clearly stated on the site - these sample sale items are a mix of model and customer samples and clearly note multiple times that because of this sizing is variable, it's been matched to the closest standard size. That is why it is over 80% off and final sale. We can't send replacement garments because we don't have them in stock at the moment. Our offer for store credit still stands in case you wish to reorder once your sizes are available. Thank you!
Gene Fierro
1 reviews US
BUYER BEWARE!
BUYER BEWARE! I ordered a suit $766.12 - finally write them when suit never arrived- they acknowledged suit was never made- they say they “refunded” my $766.12 and sent me an internal document that says “refunded”- My credit card company says it was NEVER RECEIVED!! -They refuse to provide any “transmittal” to my credit card. Not a company to do business with!!
Date of experience: December 11, 2022
Hi Gene, thanks for sharing! As previously explained by our CX team, we have processed your refund. We've shared multiple screenshots with you from our Shopify store and our payment processor system showing the refund went through. We've even escalated to our payment processor lead to confirm and they've double checked and confirmed you've been refunded. Can you please double check with your credit card company? Thank you! The Sene Team
Kevin S.
1 reviews US
Sporty, well-fit and comfortable, build for hard use.
Ordered a suit and shirt during a sale. I was worried when they arrived, as the jacket wasn’t quite right and the shirt was hilariously oversized. But, within a couple weeks I had a new jacket and shirt that, with the pants that were already perfect, made a beautiful and well-fit suit that is exceptionally comfortable. It’s very versatile and will get a lot of use at conferences and business meetings. The remake process was easy, but it does take time. Don’t expect the first order to fit perfectly. You need two months or so before you’ll have your perfect fit. Caveat: it is a sporty look. I will wear this at all-day conferences with more casual shoes and accessories, often with no tie. For a truly formal affair, this would not be my pick.
Date of experience: January 09, 2023
Jennifer
1 reviews US
Finally a pair of jeans that are the…
Finally a pair of jeans that are the exact right length and fit my waist and my hips at the same time! So comfortable and cute. I got mid rose cigarette jeans. Next will probably be high rise skinny jeans.
Date of experience: December 22, 2022
AO
1 reviews US
Overpromise & Underdeliver
Tried them during their 2022 black Friday sale. I ordered two shirts and a suit. They charged the entire amount right away. They claimed it would be produced and shipped within two weeks. That didn't happen. After almost a month got one shirt and one suit. Both fit very badly even though I fill out all the sizing information. Suit looked cheap. Poor craftsmanship. The shirt was constructed better but the sizing was just so bad. Emails and texts took days for a response before they finally issued a refund. Almost two months later, I am still waiting for the remaining shirt which, according to their website, says has been "in production" for a month. No way to cancel the order and get the remaining refund until it ships and they can't tell me when it will ship. Edited to Add after Sene's response: So as you can see from their response, they acknowledge that they were slow in responding and they don't deny that they missed their 2-week shipment representation. Everyone understands unforeseen problems... but Sene, even after realizing it had problems, didn't proactively communicate. It could have sent out an email to all affected, explaining the problem. When you take people's money upfront (rather than at the time of shipping) the burden is on you to keep them informed of problems and delays. It shouldn't be up to the customer to have to hunt down what the problem is. As for my comment on the suit looking cheap. Well, when a suit fits poorly, it looks cheap, and the suit that was delivered to me fit very bad.
Date of experience: November 27, 2022
Hi there! Thank you so much for sharing. Always sad to get a bad review, appreciate you sharing. We had a record Black Friday and busy holiday season, and it contributed to a slight delay with our emails and texts, so I'm sorry for the frustration. That was compounded with a CX team member suddenly off on sick leave in the meantime. Unfortunately without knowing your name, I can't speak to your specific situation, but if you can email us at [email protected] we're more than happy to resolve your issue for you. I'm curious why you think the suit is cheap, it's manufactured on the same line as $3000-$6000 suits. We've had people in the business for many years impressed by the quality of our suits. Plus our performance fabric is from the most famous Japanese mill known for making this kind of fabric. Thanks for trying out Sene!
Marty Schack
1 reviews US
Nailed it!
Nailed it! I am loving my new suit and it fits perfectly. Can’t believe the fit. Walking around the office today looking great and feeling confident. Thank you Sene.
Date of experience: January 19, 2023
Bryan B
1 reviews US
Sene has lived up to its claims beyond…
Sene has lived up to its claims beyond my expectations. I ordered a shirt and a suit, and they took the time (3 times) to go back and forth with shipping, alterations, again and again, until my new clothes fit just right. They were patient, helpful with their comments, and always replied to my outreach to them. The quality of the materials is great. I intend to go back for more custom clothing now that my “fit” is just right—no more I’ll fitting clothes! They couldn’t have made the process any easier. I’ve already recommended them to a friend, and will continue to spread the word.
Date of experience: January 22, 2023
Shean Kirin
1 reviews US
As someone who hDisappointing quality, Horrible customer serviceas purchased custom…
As someone who has purchased custom made suits before, I had high hopes for this suit. I was sorely disappointed. They claim to be a “bespoke” suit maker, yet it is anything but. See the pic below and read my story. Do yourself a favor and avoid this headache. You can do much better at your local retailer and save money. I ordered 2 suits on 1/6 for a show that I needed to attend on 1/26. The ordering process was smooth. I sent an immediate email that even though my waist measured at 35”, I would need a 34” because of time at the gym. They emailed back and said my suit was in production (the same day), and that no adjustment could be made. I received one of my two suits, with zero communication about where my second suit was on 1/19. I immediately called, texted, and emailed to find the status on my second suit. The cut wasn’t perfect, there was a weird shoulder cut that made no sense, and the waist needed to be brought in one inch. I received a response 24 hours later by email stating that they would send the second suit after they confirmed my fit. There has been zero communication about this up front. They asked for pictures to have the suit adjusted, which I immediately stent over. I also stated the importance of having the suits by the 1/25 so I could attend the show I purchased them for on 1/26 in another state. I very clearly asked for the second suit to be sent out. At this point, I would deal with the revisions after my trade show. After being told “no”, I asked to speak with a supervisor. I received a note saying that it would now take 2 week delay, plus a standard 2.5 week delivery time. My request to have an actual conversation with a supervisor has been ignored. I also reached out to the CEO on LinkedIn (as a CEO myself) and got jo response other than some quote about them being a “bespoke” clothing maker. Bespoke implies service. It implies responsiveness. It implies taking care of customers. What I really received was a sub par tailored suit, which I am now returning. I never spoke with anyone. They never allowed a conversation and it is actually impossible to speak with a human. If you want to over spend on a poorly fit suit that has odd stitching, this is your place. If you are looking to spend $600 on a suit that fits correctly using a flex weave fabric, you can find that at a suit retailer such as Joseph. A Banks. I ended up buying 2 suits on short notice from a retailer for less than the cost of the Sene suit, including full tailoring to get it to be perfect. Check out the shoulders for proof. They aren’t even aligned… This was my worst online buying experience ever. What a waste.
Date of experience: January 06, 2023
Jason Buck
1 reviews US
Virtual Tailor?!?
Excellent fit after tailoring! I’m particularly impressed by the fit and attention to detail without actually taking measurements.
Date of experience: June 22, 2022
Michael K
1 reviews US
I have ordered jeans, t-shirts
I have ordered jeans, t-shirts, and jackets from this company. All of their clothes fit perfectly. It is amazing to get custom fit clothes for what you would pay for off the rack items. All of the staff are very professional.
Date of experience: December 05, 2022
John
1 reviews US
Custom vegan suits that are practical and attractive!
Sene is great. I sought them out looking for made-to-measure vegan suits and they have not disappointed. You may need to have some back and forth to get there size just right, but they'll work with you to make sure you're satisfied.
Date of experience: July 19, 2022
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