I’ve shopped with Sasa.com twice now. The first time was a breeze. I sang their praises and lauded them as an alternative online store especially for Asian brands, with good prices. So, when I placed my second order, I didn’t think too much of it.
On October 5, 2010, I placed my order at Sasa.com and with work and life going a bit crazy, I forgot about it. At the back of my mind, was the niggling thought that I was expecting a package… but when?
So about 10 days down the road, I checked the status and was amazed to see that it still said “Packing” which according to the definition on the website means “Packing” i.e. your items are not yet dispatched.
Alrighttt… I thought. What’s up? So I checked around the website and buried deep in the recesses of the page hierarchy was when then I came upon the announcement on Oct 6 that Sasa.com was moving warehouses and all shipping was suspended for 2-3 weeks! Interestingly, this notice was not shown to me upon checkout – I might have changed my mind if I had known earlier.
Anyway, 2 weeks later with no package in sight, I wrote Sasa.com an email via their contact page on October 20, 2010 to query when I might expect them to ship out my stuff. No reply. I got a standard “Thank you for your query” email but no reply.
A week later, I wrote them Email #2. Similarly, there was no reply. The auto responder email stated that an email would be sent to me when my package was dispatched so I can track it. I did not receive any such email.
On Oct 31, 2010 I checked the Sasa site again on a whim and was gratified to see that the status of my package was now “Dispatched” instead of “Packing” which had been mocking me for weeks. Interestingly though, there was no email notification sent to me till today.
On Nov 2, 2010, I finally received my items – 3 days shy of a month after I’d placed my order and made full payment on Oct 5, 2010. I couldn’t cancel my order then because it was marked “Packing” and besides, I did want the stuff I ordered. Since I was busy anyway, time flew by, and I did eventually receive my items. No extra gifts by way of apology, no explanation, no emails.
Apparently, if you made your order after Oct 6, they offered “free gifts” by way of compensation for the delay. Because my order went in on Oct 5, I was not eligible, although I had to wait just as long, or perhaps longer. Make sense? I don’t think so.
Would I shop with Sasa.com again? I’d be hard-pressed to. Perhaps if they have something I really really want, at a really really good price, I might suck it up and get it from them. They are still one of the better places online to find Asian or Japanese cosmetics and skincare after all, sadly enough.
So you do the math! If you want to shop with Sasa.com, I’m not telling you not to. I still might in the future. But I’d tell you to please be aware because they can and will hold up your packages without explanations or compensation and without notice. So be prepared to sit and wait and don’t place an order if you need it “urgently”.
I’ll be fair to them. They sent everything well wrapped in bubble wrap in a large box filled with packing peanuts so your items do not move around, and everything arrived safely, considering it was mostly liquid. I cannot fault them for their packing, but they should really do something about their customer service, which is non existent.
Over to you: Do you have a Sasa.com story (good or bad) to share?