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They don’t even deserve the one star given but I had no other option. Purchased $600 worth of clothes online, received my parcel last Friday and the items are way too big for me. I’m only wanting to exchange for smaller sizes and I’ve been battling this for 5 days now: Customer care don’t actually care as they have not replied to emails or phone… Read more
messages. Their motto is Love and Light but all I’m getting is frustration from them. I have clothes I can’t wear and I’m out of pocket. Save yourself the heartache and don’t purchase from them. I’ve been a longstanding customer and I regret ever making this last purchase.
Ordered during sale time. All of the items that arrived were very oversized and about 4 sizes too big for me but I had followed their sizing guides to the letter. Followed up to gain a return for everything, which totalled several hundreds of dollars however they never reply promptly on email, you call and leave a voicemail at their HQ and they… Read more
just never reply. It's not the level of customer service or experience that you would expect with a premium brand. Won't be shopping with them again - it's not worth it if the fit isn't right, then it's problematic to return. Very disappointing experience all around.
Non refundable if on sale – Bought a dress...size too large...would not refund as was on sale.. all i wanted was a smaller size... never purchase from them again...it was not a true size...
Refusal to refund & assist terminally ill customer for damaged goods received! – I have purchased a few things from Sass & bide over many years with little to no problems up until recently when I purchased 2 pairs of gold plated earrings for $262 …The biggest waste of $262 I have ever spent. Both pairs are only gold plated on the actual earrings and have a metal post so here is obvious deception #1 because specifically asked… Read more
customer service beforehand on Instagram to confirm that these either have Platinum, surgical stainless steel or gold posts because my sisters ears get infected from cheap costume jewellery all the time. They confirmed to me it was plated too to which I assumed it would be for that high ticket price $$
Well guess what? You guessed it! They’re cheap costume jewelry with metal posts that would likely infect anyone and everyone’s ears. (May aswell have bought $5 earrings from Temu.) the metal looks that of an old coat hanger or fishing wire/floristry wire. And it’s about as soft as floristry wire too because they arrived completely bent & broken in their plastic bags!! So I cannot even regift these poorly made earrings to anyone with less sensitive ears. Pics attached!! The posts were bent on one pair and crooked on the other.
I contacted Sass & bide with my disappointment, I told them their customer service lied to me about the material of the earring posts and that I now had to spend more money to buy my sister another gift (I couldn’t go empty handed, it was a special gift for my sister) I explained the earrings were bent & unwearable and even provided photos & then proceeded to catch my flight out of Melbourne .
On the day I received them I was due to fly interstate as mentioned above, as I was visiting my sister to stay with her for a while, while I receive an intensive trial cancer treatment for the next few months. I have advanced cancer and no treatments have been effective thus far, so I had the opportunity to try an experimental trial treatment. I have not once used my health as an excuse for anything until now but I shared this to explain my situation expecting a little flexibility and compassion from Sass & bide to no avail . Only to find out when I am interstate that they will not refund them unless I send the broken earrings back. I am interstate and the earrings are at home.
I explained my situation that I may not even be back home as I have quite advanced cancer & they refuse to refund or assist me in anyway unless I can get the earrings returned. They are currently sitting on my kitchen bench in Melbourne that no one has access to and I didn’t bring them with me because why would I ? when I expected a photo of them being unwearable would be enough evidence for a large company to process a refund for not only lying to me about the earrings material but to send me broken earrings that I cannot even gift to a child. My guess is by the other abhorrent reviews here that they are possibly not doing well financially if they are this unreasonable, uncompassionate & now obviously distributing poorly made products for a high price.
I am gravely unwell and I haven’t told many people of my diagnosis but I shared it with the customer service representative ‘[Name Removed]’ & I was absolutely disgusted at the treatment I received. They specifically said “our sincerest apologies for the less than amazing experience with us. But essentially policy is ….” less than amazing? You mean abhorrent? I cannot believe that with photographic evidence & my personal dire health that I vulnerably shared to better explain my circumstances that they are completely uncompassionate & unwavering to both the financial burden & state of my health. I am literally DYING & flying back interstate to retrieve broken, unwearable, cheaply produced overpriced costume jewelry to send back to a large company to retrieve my hard earned money back is the last of my priorities right now. The stress of this blatant daylight robbery alone is only weighing on me & my health further.
I just cannot believe they refuse to assist me given I provided photographic evidence and yet they still want to wear down what little energy I have left to fight for my life. I cannot believe such a company would have that little compassion over $262, $262 dollars that I really need returned to me during this time of need.
Shame on you sass & bide. I hope one day you have a loved one terminally ill who is [Content Removed] of their hard earned money so you know exactly how devastating it feels to be lied to a refused help!
I will be posting this review to every platform possible & will be contacting all media & news outlets with my story to ensure no one else going through a devastating time experiences this type of treatment from such a well known brand as I’m sure “Sass & bide have refused to refund terminally ill patient [Name Removed] after sending her damaged earrings, [Name Removed] is undergoing radical cancer treatment & provided the company with photographic evidence of broken earrings but the large company refused to refund her money. To make things more devastating the company lied to [Name Removed] about the materials of the earrings in order to secure the sale. [Name Removed] is utterly heartbroken & the company refuses to assist [Name Removed] in any way unless she catches a 3 hour flight back to her state to retrieve said earrings” will sound good for the company on 7 news, today tonight & a current affair & 9 news. So you’re welcome to refund me now or I’ll continue spreading the word to ensure this never happens again.
-[Name Removed]
Never again - appalling customer service – I made a significant $700 purchase but unfortunately spelled my email address wrong by one letter. They refuse to correct it or send me the order confirmation or invoice so I can’t now return the item. No phone number that works. I even went into the store and showed them my I’d but they said they can’t help with online orders. My emails are being ignored. I actually feel like I’ve been robbed. Stay away!!!!
Very disappointed long time VIP customer – I have been wearing Sass & Bide since the beginning of the OG Sarah and Heidi days and a long time VIP. It's actually heartbreaking to write this review. The brand has always been a perfect fit and suits my style, so much so it probably makes up 80% of my wardrobe and has done for at least 2 decades. I have some classic pieces that are still as… Read more
good as new despite lovingly worn often that I still love as much as the day I bought them & never fail to get a compliment. Also jeans & other denim peices that actually get better with every wear. Nobody does Denim, leather pants or a statement Jacket like Sass & Bide.
PreCovid I shopped in store at Sydney City most of the time. The general management and staff at this store were absolutely phenomenal. Customer service was always above and beyond. Nothing less than exceptional service and high quality items. In all all those years pre-covid I have only ever returned 2 items out of hundreds and of course it was a hassle effcient free experience.
Sadly I have noticed a decline since the Myer buy out, loss of original staff and I presume ditching the initial business practices and quality control the brand was founded on. While I still like many items being a twist on the basics and denim true to the brand, the consistency in what used to be all high quality pieces worth the investment are getting fewer with each collection drop. There is a much bigger focus now on one season fads and fast throw away fashion and that is ok for brand evolution to expand the range and customer reach, but these items can be hard to pick in what is now a mostly online retail world. There is no price drop on these items relying solely on the label without the quality. The sizing is also now all over the place where it used to be reliably consistent which is an odd change to make with online retail increasing.
I have pieces more than a decade old that get worn repeatedly with embellishments still intact, knits in perfect condition and jewellery that is worn regularly like new. The more recently purchased pieces loose adornments on the first wear, knits don't get through one season and jewellery only a year old tarnished beyond salvation.
The real downward spiral has been since covid and the online store given that style and size exchanges or returns will inevitably rise as opposed to purchases in-store. Initially some of those original store staff gravitated to to the office and those few returns were efficient.
You have to make some allowances, and I was happy to ride out a bit of a clunky period, for brands like Sass & Bide to transition from mostly an in-store higher quality shopping experience to online and include lower quality pieces to reach a broader market along with their statement quality range. However Sass & Bide just won't make that transition. If anything its gotten even worse and at this stage of the game that is inexcusable.
The performance of the website is horrific and during sales almost non functional and is even worse once you VIP login. My accounts have also been duplicated so I either get double marketing or as is the case now (since I sent an email voicing my concerns) none at all. Every time I ask for this to be fixed it gets worse or ignored. None of my VIP or promotional vouchers have worked for the last 2 years. I still have things that don't fit with tags on which has never, ever happened with any of my much loved sass & bide purchases because there was no response to emails for me to exchange or return these more than 6 months ago. The one or 2 items I did mange to exchange in the last year both took repeated emails, follow ups and weeks to be replaced or refunded. Such basic fundamentals that have gone from clunky to absolute failure.
The brand only works as an instore business model and for many people life has changed, we simply won't be frequently passing a store these days and the online option is just to unreliable and frankly too much work for the customer. Sass and Bide has gone from one of my favourite experiences and a treat to so nerve racking that I decide better not because if it doesn't fit I won't be able to return it.
Its really disappointing that Sass & Bide simply don't care and are happy to loose long term VIPs who have been, and would still like to, wear the brand.
Very disappointing service – I have ordered a dress online on 27th December, which was to be delivered by the 30th December, as an express shipping was requested. On the 30th when parcel didn't arrive, I have sent an inquiry via Facebook, and called one of the stores to seek assistance. I was advised of a call back on the same afternoon, which did not occur. Dress arrived on… Read more
5th of January, wonderful! Without a slip!!!! Imagine having to discover this on New Years Eve, for which the dress was purchased. Overall, an extremely disappointing experience from Sass & Bide Team. I wonder when the management will take note of the many dissatisfied customers?
Great quality but comms ignored regarding $200 reduction in price on same day of purchase. Difference not refunded – Easy to navigate store. Good range to Clothes online. Leather amazing but buttons look a little cheap Show details
My new obsession, love sass and bide – I have recently brought 4 items (coat, 2 shirts, jumper). Delivered very quickly, product top quality. Absolutely love everything I have purchased Show details
Disappointed – I have just completed an order and SB has taken the money however the order won’t go thru. Have tried calling a store and no one can help. Have to wait until SB feel like getting back to me. For a luxury brand very poor service. Covid didn’t hit SB hard.
Can’t Fault S&B Clothing or Online Service – I’m posting as I was not expecting the positive reviews I saw on product review. I have recently bought a number of clothing items online through S&B and Myer. I can not fault the online size guide, model information or quality of product. Shipping has also been relatively quick given COVID and Christmas break. I have only had positive experiences. Show details
Bought a "cashmere" sweater that is now house bound – I bought a cashmere jumper $300 in April 2021 from Sass and Bide online and within one wear it was pilling a lot and is not quality cashmere. It was delivered in their new brown boxes (well done) In early May 2021 I wrote about pilling to the eboutique with still no response - 17/06/2021. Took it in 16/05 into the Sydney City store and showed… Read more
the store girls who said that was normal of cashmere and expected ... We discussed that was not how real cashmere ages and they took the complaint to mgmt They never got back to me I called them the following week and they read me that management thought it was acceptable and that I could bring it in store to be "shaved". I wrote back to the eboutique asking for a response no response I wrote to ACCC and they advised to take it to Fair Trading which I am doing as it doesn't meet the criteria of acceptable in appearance and finish free from defects safe durable able to do what products of their kind normally do.
Broken website – Cannot sign up, cannot log in. Used different browsers. Cannot use FaceBook to create an account or log in. Rest password is broken. A CAPTCHA that is a total nightmare and next to impossible to see. No error messages to identify why things are not working.
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Terrible Customer Service – I have been trying to get a response from Customer Service team since 4 days for an exchange request that I have made. I had shipped the misleadingly sized item back via express postage on my cost just to expedite the exchange process, it is delivered to them right away but to just to get a response to a question is taking 4 days. I am expecting… Read more
my exchange item next month if I'm lucky, which is a such shame on their end.
Their weird sizing (size 6 -> a size 36), their 1990s return process and lack of customer service experience doesn't add up to their price tag.
Never ever purchasing anything in any way from them.
Overated, Overpriced and totally snobby Australian retail store. Unethical & Untrustworthy – I bought $700 worth of items from Sass & Bides online outlet sale this month and the $320 leather pants were nothing like its picture and the way it fit. I wish they would use real humans instead of stick figures on their website to display the item (I am a size XS btw so i'm not even 'big'). I ordered a beautiful pair of pastel purple shoes… Read more
that were on sale. As soon as I received the order, I tried them on and I couldn't even walk in them as the stiletto heel is inhumanely the highest i've ever dared to wear and completely un-walkable. You can only stand in them... cos that's totally the point of a stiletto shoe... I'll be selling that straight away.
Somehow I ordered 2 items that were the wrong size (XXS) which I think was a technical glitch because I tried ordering a different sale item in the same cart at the same time and every time I selected the item in the cart, it would revert to $290 RRP (from the $50 sale price). Their online cart has a lot of technical glitches. I told this to their sales rep and they told me I have to pay the full RRP of $290 and then request for a refund. That doesn't guarantee me anything and after 3 days (from my email) the size I wanted was gone, so I couldn't even get the item I wanted. Great customer service and help, going out of your way for me to spend more money than I need to.
Worst of all I ordered an ivory silk top for $90 on sale, and it was sent to me unwrapped amongst all my other items which had sequins and other tags amongst it to snag on the material, so the ivory silk top had the threads pulled in multiple places, creamy cosmetic stains as well as black soot stains (factory stains?). I don't know where they get the gall to sell these items online and think it's okay to send you faulty, damaged items.
The packaging was horrific. The heels I bought weren't even individually nicely packaged. The shoe cushions weren't even in the shoe and neither of the shoes were packaged in the shoe bag it came with. The heels were hap-hazardously strewn in the box without it being properly cared for. I'm surprised it didn't arrive damaged. It looked like they had sent me shoes from an outlet store and didn't even bother to neatly pack them away after someone else had already tried them on. Thanks S & B...
The cherry to add on top was the postcard they send with the delivery "We Hope You Love Your Purchase. Follow us on social." No f-ing way.
Shipping - I ordered it on a Thursday night, selected express shipping. Friday and Monday went by and I got it on the Wednesday. They are full of it.
Great experience – My order was delivered within 3 days of ordering it despite the proximity of Christmas and me opting for the cheaper normal delivery. It was beautifully packed and I received regular updates on its status. I can't speak to their returns service as I love the item and it's a good fit. I found their sizing guide very accurate. Show details
They must have upped their game because Costumer Service is excellent – I have purchased many times online from Sass and Bide and it always came with email confirmation, quick dispatch and dispatch confirmation, constant updates about delivery and items always arrived in a super luxury black box (no matter how small or big the order was). I've chatted with them via the website regarding a shipping cost issue, they… Read more
send me a special code within minutes to straighten this out. I've emailed them regarding a jumper that seemed to be available online but couldn't be added to my cart and within the hr (!) I got a response in which stores I could still get this item including phone numbers (that were picked up and they reserved the item straight away for me). Girls in store are always going out of their way to make your purchase happen including refunding default items (not a problem at all) and running from one store to the other store within a Westfield to get your size.
I am shocked about the other reviews. I can only assume Sass and Bide has listened and upped their game. The only thing I am missing is a loyalty program. I'd like to be able to get points or something for all the money I spend there ;))
WORST CUSTOMER SERVICE – The WORST customer service I have ever dealt with online. Every time I purchase online they have failed to send me an order confirmation or tax invoice so I would have to chase them up. With their poor level of response, this would take about 2-3 weeks. This time however, their customer service representative [Name Removed] has simply just ignored… Read more
me and not bother to respond even though I have been emailing them a few times to chase it up. Now I don't even know what to do, since they are just ignoring my messages now.
I shop online all the time and this is the only place that gives me a MASSIVE HEADACHE. All their overpriced items can't even seem to pay for decent service or training for their staff. This will be the LAST time I will ever purchase from them and I will tell all my friends the same. Avoid this place, not worth it at all.
Customer service - or lack of it – Their clothes are great, love them. Sadly they cannot back up their prices with decent service. Do not try call them, they do not answer the phone!! Worst service ever. Show details
Non delivery – Items were not delivered and when an attempt was made to contact Sass and Bide I got an answering machine even though it was within their "business hours"! Sent email with no response and no call back. Will never buy their clothes again and I have been a huge fan!
Terrible service – Purchased online an item, after not been able to going into a store due to having a newborn. The size was incorrect and was given incorrect sizing information over the phone. I was out of pocket for express post to return and then they lost my order information. Because of the delay my size was sold out. Absolutely poor service!!!! Will no longer… Read more
buy anything from this brand. I did receive a refund only for the product and not for the extra shipping cost.
Disaster - totally unprofessional – Sale turned nightmare. Total disaster. Nothing went right. Tried my hardest to be nice so I could get my money back and go back to normal life. It is so funny that all the could offer as a Sorry was $20 voucher to use online on the next sale (no way). Is this for real. Is Sass and Bide really a high end designer label. Anybody that was involed in this sale understands. 0/10. Show details
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Would not buy from the company again – Very poor customer service. I bought a few pieces of clothes, delivery had one item less. I sent 4 email, but no reply. I rang and spoke to the receptionist who told me that I will be getting a refund. Three weeks later, no refund. Show details
Buyer Beware – OH NO, I should have read the reviews before ordering Online. Only gave them 1 star because the girl in Reception was on her game. Ordered a Belt 3 weeks ago & had to send it back because it was packed so poorly the beading was bent and then some beads started to come away. After continuous phone calls I was lucky enough to finally speak to… Read more
someone in Reception for the RA number so that I could return the item for an exchange. Well you guessed it; once sent back for exchange NO reply, NO communication as to whether I am even getting my Belt exchanged. So it seems ONCE AGAIN that ever since the BIG CONGLOMERATE bought Sass & Bide that Customer Service would be non existent. Same old story, Short staff issues, Big Profits before Customer Service. Maybe we should all contact Consumer Affairs regarding Companies taking our money & then not delivering.
Do Not Recommend Sass & Bide – Sass & Bide is not worth a star rating at all!! Possibly the worst online Organization. I ordered a skirt that was on sale, and I was charged $150.00 not the sale price of $70.00. I have left 6 voicemail messages, 6 emails and not one person has had the audacity or the courtesy to respond to my messages. It’s been 2 weeks since I purchased the… Read more
item. Since I had not heard from anyone, I emailed them one more time because I wanted my money back I didn’t want the skirt anymore because of the lack communication and their disgraceful service. Today I received the item with the security TAG on it!!!!!! I don’t want the item sass &bide I want my $150.00 back and I’m still waiting to hear from someone to get a REFUND. What a joke!!
Express shipping equals 10 days – Unfortunately this would be my last purchase online unless sass and bide Improve their delivery service as this is not the first time I buy and takes at least 10 days to deliver (same city). I have yet to receive an order purchased 11 days ago; no tracking or email to inform me of the status. After contacting them to ask about status or tracking number they upgraded it to express shipping; 5 days later still no delivery. Not happy at all.
Sydney has awful customer service – Purchased some pants online and realised I needed a different size, emailed in to see which stores had them in stock so I could just swap them over in store but Sydney told me they don't provide exchanges in store and they had to be returned online - posted the item back - the item was still in stock the day they received the item. 5 days later i… Read more
am still yet to hear anything - I contacted them again and was told they no longer had the pants i want in stock and because it was sale they wouldn't provide a refund. Really disappointed with the brand and the customer service by Sydney - will never buy from them again
Online return – İ have recently purchased two items online. One of them suited really well but the second item didnt suit well so decided to return it. After readung all the reviews İ better track it well, looks like my store credit wont be arriving for a while
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