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Zense
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- 3 reviews
Do not buy this product!
This mask came with a silk-style bag in a nice cardboard box. The packaging is great. The mask however, not so much. The mask itself doesn’t cover my average sized face. Worse than this, the straps aren’t adjustable and they are too small, painfully pulling on my ears. I can’t keep it on for more than 20 seconds without it causing me discomfort. If that wasn’t bad enough, they don’t have a nose wire and it completely fogged up my glasses. The ‘scented’ filters give off no traceable odor. It took two months to arrive. Eventually, the company contacted me and were very pleasant and gave me a full refund. They took my feedback on board and went some way towards restoring my regard for the company.
Purchased in August 2020.
- Verified
Zense Botanical Face Mask
I have never been so disappointed with a product. These masks are very poor quality. It is much too big for my face and much too small for my partners face. There are huge gaps over our noses, leaving the filters useless because we are essentially breathing through these gaps not the filters. Our ears are also pulled forward and I consistently have to touch and adjust the mask.
I also had a delay in delivery, however I did receive an email about the delay and apology, which was appreciated. Although, I did wait over a month to receive these mas...
Purchased in August 2015 for $130.00.
Hey there Alana,
Karine from Zense here. We are so sorry to see you disappointed by our service. ...
Read more We are sorry that you have had a poor experience with us. As you know, we have tested our mask sizes on multiple people and have selected a "one size fits all" option that is able to accommodate most people. We can assure you that the Zense Botanical Mask is made with the highest quality materials, with multiple layers of protection that allows you to keep yourself safe from a variety of pathogens, pollutants and smoke. Unfortunately, in this case, I apologize that the masks did not fit your face and caused you discomfort :( We are very sad to hear this and would love if you could contact us at team@bezense.com.au so that we can sort this issue out for you ASAP. I hope that this has cleared up any misunderstanding. Wishing you a great end of the week! Karine
Hi Karine,
I have written, now, four emails to the email you have mentioned above. The first one was sent 10 days ago. I have yet to receive any reply, and yes I have checked my junk/spam. If my issu...
Read morees were addressed from my first point of contact I would not have posted such a low rating.Hey Alana! Thank you for your feedback.
I am so sorry that you were disappointed in our products/services and we would love to schedule a call with you regarding this issue so that we can sort it ou...
Read moret ASAP. We take customer satisfaction very seriously and we are sorry that we have failed in this instance.
- 2 reviews
- 1 like
- Verified
Unsatisfied
I placed an order on July 23 and haven't received the products or heard back from company since. No replies to emails or msgs. Bought previously with no issue and really enjoyed the products, which i felt comfortable buying again. Very unhappy and dissatisfied.
Purchased in July 2020 for $88.00.
Hello Julie,
I am so sorry to hear about your experience with our customer service team. This is very unusual and should definitely not have happened!
...
Sent to your messenger acct, on which I haven't received any response there either.
Like I said, I bought from you before and had no problems. This time is very upsetting. I hope to actually hear back from you soon.
Hey Julie, thanks so much for the prompt reply here. :)
My colleague has replied to the two tickets that we have with you. Please allows us to make up for this experience as we do want you to continu...
Read moree enjoying our products and get you back to being a 100% happy Zense Tribe Member.
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- 3 reviews
- Verified
Poor Customer Service/Havent received order
Customer service reps fail to respond with anything other than generic email templates, no actual solutions. Tracking number not provided because of "weight restrictions?" despite paying $9 just for shipping.
Still havent received the order, the representative has advised it was shipped from Melbourne on the 15th June. But there unable to tell me if the order has been delivered or not, ive just been advised to follow this up with Australia Post. Who have told me theres nothing they can do without a tracking number.
So who knows if ill even receive the products i ordered, super gutted that ive wasted my time and money with this company.
Purchased in June 2020 for $48.00.
Hey there Sandy, we are really sorry for not living up to your expectations as we strive to offer an amazing experience to each and every Zense Tribe Member. I can ensure that I will personally invest...
Read moreigate this and monitor the situation until everything is sorted! :) We ship our orders via the Australian Post Office, Priority Mail and we cannot provide you with a tracking number, though orders usually arrive within 2 to 5 business days from the date they are processed.Questions & Answers
Why does the Zense site show pictures from the Ausair product which has not been produced and shipped yet? Is it a scam?
Hey Simon, we’ve been in Australia for over 8 years with over 100,000 customers and thousands of reviews (our parent company is Froothie). AusAir is a new start-up on kickstarter by 2 gentlemen, we know nothing about them beyond that.
Our Zense botanical mask is very different to AusAir in terms of technology. While AusAir seem to have scented their filters, we designed it differently as we believe our method is more effective and safer.
You’re welcome to visit us in Bayswater (once lockdown is over) as we have an office there, and you can meet our team :-)
Hope you’re well and take care! :-)
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Hey there John!
It's Karine from Zense. We apologize for the delay, we are so sorry that you were disappointed in our masks and I can assure you I have forwarded your feedback to the entire team so that we can work on improving our services :)...
Read more The Zense Botanical Mask is expertly designed to fit the contours of your face perfectly thanks to high quality memory foam. Our masks also have adjustable straps to ensure a comfortable fit, regardless of head shape or size. The reason why glasses tend to fog is because hot air usually escapes from the nose area of the mask, meaning that the mask is ill fitting and not contouring to your face. Sorry again the mask didn't suit you. We are really glad that the situation was sorted with the team and the discussion you had with our Manager was a pleasant one. We do promise we will continue to improve both our products and our services. ❤ Meanwhile if there's anything at all you might need, please find me here and I will gladly assist! :) Respectfully, Karine