ShopSimon 4+

Glitchy at times, favorites are missing

Great place to shop, though it seems like there are technical improvements to be made. After adding many items to my favorites list last week, I open the app today and find that they’ve all been deleted from my account! I even tried logging out and back in, and checking for an app update. Thankfully, they’re still available in my account via the web version. Another hiccup with the web version: every time I log in after a few days, it asks me to reset my password. Even though I’m using the same password, I have to reset it every time! This doesn’t happen using the app.

Overall, I’ve had a great experience purchasing and returning items through the website via mobile browser in the past year. Great customer service. This was my first time using the app and now I might switch back to the web version due to the missing favorites. Disappointed.

Developer Response ,

Thank you for your feedback. We are sorry to hear you are having an issue viewing your favorite items in the app. Your saved favorites are available to access on both our website and our app. We have sent your feedback to our developers and look forward to working with you to troubleshoot both issues. Please contact our support team at onlinesupport@sspo.com so that we can investigate this further. We appreciate your positive feedback on our customer service and overall shopping experience.

Shipping is awful and customer service borders on non-existent

I’ve order a few things through this app as well as its sister apps (Gilt and Rue la la) and each time the shipping experience has been beyond dreadful. Why can’t the shipping process be more efficient and delivery time frames, at least occasionally, are accurate. Why can other sites like 6pm, Zappos, Bonobos, Chewy, etc all can fulfill items efficiently, promptly and accurately. All without utilizing the cheapest shipping methods (like surepost). Figure out why others can do it!!!!

As to customer service. Even after the frustration of a bot not comprehending the issue, the solution is email. I explain in detail the shipping issue and again they don’t understand and just link me to tracking. Do they not think I already did that?? I follow up that if they dig into the tracking on their own, they will see that the package showed zero movement in a week yet was going to be delivered on x day. That requires a cross country delivery in an hour. The blame can only be on the shipping company so many times before SPO should think that maybe the shipping company is inept or their is a flaw in SPO’s shipping process as other online retailers can somehow not have this issue repeated in a regular basis.

Does Simon corporate just not care about customer satisfaction. I would hope not. But the evidence would seem to point to the former.

Developer Response ,

We are sorry to hear that your shopping experience has been less than ideal. We appreciate the feedback on your interaction with our customer experience team & will work with them to make improvements. Shop Premium Outlets is an online marketplace bringing you latest sale, clearance & outlet styles straight from your favorite brands. Orders placed with us are shipped directly by the individual retailers. For every order each retailer sends a Shipment Confirmation email with a tracking number once your order is shipped. While shipping & processing times vary by retailer, most items are delivered within 5 to 7 days from order placement.  If you still need help with your order, please contact our support team at onlinesupport@sspo.com. We will be happy to assist you.

Great experience!

I always check reviews before I order from an online company, but I failed to do that when I excited to find a pair of shoes that I had been looking for. I didn’t think to check the reviews until after I had placed the order. Most of the reviews were not favorable. Of course, my stomach began to churn, thinking I had made a mistake by ordering. However, the shoes are beautiful and they came in a very timely manner. I had email notifications with tracking information along the way. I had a great experience and will continue to order from SPO. Hopefully, the previous experiences with people have been resolved.