Gale M.

Fast delivery. Good selection of products and sizes

Customer service at this company is very poor to unacceptable—advise to buy Shu Uemura products elsewhere. I made an order a month ago and never received it. The package was shipped by UPS but never delivered, as can be verified by UPS tracking. The company has refused to either refund or replace the items in the order. Although the first agent I dealt with said they would do so as a courtesy-that has never happened. Now I am told that they have to make sure that the package really is lost, and their agent has implied that if that is the case the loss will be mine.

When one shops online it's not unusual to need to return merchandise. With SSENSE, for an American customer, this is a big hassle on both ends (US and SSENSE) and a big expense.
They have great merchandise on theirr website, so I thought I would try out purchasing some items from them. I ordered two sweaters, and one of the two didn't work for me. I have never found returning an item so troublesome, either to a US or an international website. Almost every website cultivates customers by making returns easy and either free or inexpensive.

Here are some of the issues I found to be problematic. These are issues I haven't encountered with other companies:

*There were no documents and no return instructions or return label included in the package I received.

*It was difficult to access return information on their website, and explanations do not fully enough explain the procedures, which are rather complicated. With other companies, if one goes to "your account" there is a link to click on to initiate a return, get an RA, etc.

*the US post office didn't like the format of ther return address, and made me reenter it. They needed more information than SSENSE instructed me to enter on the customs forms.

*finally, it cost me over $40.00 (!) to send the merchandise back to them insured. Why would I ever again choose to do this when most other companies cover return costs, or charge no more than $10.00? Moreover, a number of other companies order the same merchandise!

As I read the other reviews here and elsewhere, I hope this return and my refund will be processed in a timely and reliable fashion.