I've purchased from SSENSE for years. Usually during their sales I'll grab an item I had my eye on. I'm not rich but I have a decent income and like to treat myself. For example in July I spent $800 with them no issue.

On August 16th I order the jacquemus Bisou Perle Bag. It was on sale so I finally decided to pull the trigger. It arrived on the 19th and I noticed there was an issue with the zipper. I emailed on the 20th with images of the issue asking if they did exchanges. I got an AI auto reply and was sent a return shipping label. I still wanted to talk to a human so I emailed again asking about returns and was told they don't do returns. I also spoke to a CS rep via chat. I wanted to make sure I got the same sale price and they said I could return the bag and order another one just to make sure I get it at that price. Something told me not to do that and I am so happy I didn't.

I returned the bag with the return label that was sent to me. Packed the bag up in the same box. I had this bag for less than 48 hours.

On August 22 I received an email saying they'd received my return and to expect a refund in 3-5 business days. On August 31 I reached out asking where the refund was. I was told that sometimes it can take longer. They also asked for a receipt from the return as well as the post office I returned it too. I provided them with all the requested information. What ensued was a series of back and forth emails with different customer service agents. Each one whether it be via email or chat told be soemthing completely different but constantly being told they were "working on it" and they'd get back to me. They were always "investigating" I'd even called them. When I called the customer service told that me they never received my package. She also said they didn't send an email stating they did, which was crazy and I read that email to her.
Every time I spoke to someone, everyone said it was being escalated, someone was working on it. At this point it was September and I was thinking maybe I just need to do a chargeback with my credit card company. I was told by one of their customer service representatives named Krystal (September 4th) that I shouldn't because this could impact the investigation. Again I shouldn't have put any faith in these people and I should have just done my charge back from then.
I was on vacation in the second week of September and I actually chatted with them again to check for an update. This is when
I was informed that they had finished their investigation and that they weren't returning my money because they allegedly never got the bag which makes zero sense because I had the bag for less than 48 hours and shipped it back to them! As you can imagine, I was beyond pissed and frustrated and freaking out that I would be out that much money. I was also annoyed by the fact that no one reached out to me. Since the exchange telling me not to chargeback no one reached out! No email to say hey I finished the investigation! No one to explain to me why. They emailed me saying they received my package but now we're saying they haven't received it and now the woman in the chat was telling me I should do a chargeback after initially telling me not to!
This is around the time where they started ghosting me and customer service stopped responding to my communication. I truly think customer service is on the decline especially in Canada and at SSENSE it's probably the worst I've seen in a long time. There was no accountability. No one knew what was going on. No one reached out to me. They just took $600 of my money and stopped replying to any of my emails.

I was beyond stressed at the point. I applied for a chargeback with my credit card company and I would check it every day to see if there's been a resolution. I also emailed SSENSE a few times after that and I was ghosted. One person did reply asking for my receipt again which I had already sent and I asked them if they wanted me to send it again and they never responded after that.

So what happened to the bag? Did someone open it mark it as returned and then keep it for themself? Leaving big me to take the L and be our $600+?

I am so happy that my credit card company ruled in my favour and I got my money back. I'm so happy I had all the receipts and emails to back up my claim. I had all the proof. As of October 9, the case was closed and my credit card company reassured me that the credit they put back on my file will not come off of it.

This is just a warning to Canadians and anyone that shops at SSENSE to be aware that they can scam you. I've had previous good experiences with them, but this left such a sour taste in my mouth and I don't trust their company or their customer service anymore. The quality of service has declined. The fact that they were fine with taking such a large sum of money from a customer and not even reaching out to me to let me knowit was so disrespectful. Please be aware.

On July 7,2024 I purchased shoes online from SSENSE Montreal which located in Montreal, Quebec. The package came on July 12 and I returned 4 pairs on July 15. Package tracking number showed it would be delivered to SSENSE on July 19 but it never came until July 26 and 3 out of 4 items are all wet. SSENSE refused to refund me $2,282.56 worth of the shoes.

Therefore, I contacted both SSENSE and Canada Post regarding the the issue. Since SSense provided me with return label, Canada Post refused to solve my claim unless SSENSE makes a claim with them. Out of 40 emails and many phone calls with SSENSE, I spoke to multiple staffs and they all refused to talk to Canada Post for no reason, they ignored my concerns, they clearly ignored my evidences, they ignored my request to do further investigation, and the worst is they refused to escalate this to the upper management. There is no way I could speak with someone overseeing the Returning Team at SSENSE. This is my nightmare shopping at this company as they didn not handle the case properly. The company is Shady. I feel being scammed as I do not know whether Canada Post or SSENSE accidentally made my package wet.

Then they returned me with the 3 damaged items without any updates. They forced me to accept them as if its my fault or they will discard it and no refund. Moreover, they told me to deal on my own with my bank and stopped replying to me. I have refused the pacakage as I cant accept their poor business practice. The items are physically in their possession now.

I feel threatened. Although Im a small client but I bring the money to them. I did not expect them treat me not humanity at all. This is unethical and unlawful business. I decided to file complaint to the Goverment of Quebec regarding this unethical company as well.

I wish I had seen all the reviews on Google, Yelp, Tomatoes, Better Business Burreau regarding this business. Numerous of people had the same troubles like me regarding refunds. Everyone had to deal with their own bank and not getting any support from the company at all. They are punch of lying thieves. Customer Service was very unprofessional. The company has been incredibly difficult to get a hold of. I have wasted so much time and energy dealing with incompetent and rude customer service representatives. This is a horrible dishonest company. I will never purchase again from them with my hard earned money.

I'll NEVER order from SSENSE again, and suggest that you look elsewhere for a reputable online shop. Eventually SSENSE refunded my money, but here's the timeline from ordering and and receiving the refund.

On 12/19/22 I ordered a pair of shoes on SSENSE and immediate received an automated response, "Thank you for shopping at SSENSE. Once your order has been processed, you'll receive a shipment confirmation email with your tracking number."

Their website states, "Our standard order processing time is up to two business days. However, we may need a little more time to process your orders during peak periods."

On 12/21/22, when I hadn't received a shipment confirmation, I sent an email to customer care asking for when I will receive a shipment confirmation.

On 12/23/22, I received an email from a chatbot, "Hello, Thank you for contacting SSENSE. Your request (Ticket # XXXXXXXX) has been received. At the moment we're receiving a large amount of inquiries and will be answering within 2-4 days..."

To which I responded asking for shipment confirmation. Then I received a more personalized chatbot response, also on 12/23/22. "Thank you for contacting SSENSE. I can confirm we received your order XXXXXXXXXXXXX on 2022-12-19 06:58:44. I'm sincerely sorry for the delay on your order which has exceeded what you can normally expect from us. We've had a higher volume of orders than we expected with our winter sale."

On 12/27/22, I received another auto generated email. Again, I replied asking for shipment confirmation.

On 12/29/22, I received the same auto generated chatbot response.

On 12/30/22, I sent an email and received a response in 12/31/22 signed with a name - maybe another chatbot or a real person, I don't know. "Thank you for your patience. Due to a high volume of orders during the Holiday season, we cannot meet our standard processing time. We apologize for any inconvenience this delay may cause. Our distribution center is processing your order as fast as possible. Please note, we are unable to provide an exact shipping date, however, once your order ships, you will receive an email confirmation with your tracking information. You can also find your order status and tracking information here on ssense.com, in the "Account" section, under "Order History". As a token of appreciation for shopping with SSENSE, I would like to offer you a 10% discount (with a maximum discount value of $100) on your next purchase with us."

On 1/5/23, when I hadn't heard anything, I sent an email requesting to cancel my order and refund my money. Since I hadn't set up an account, I couldn't cancel the order online.

On 1/6/23, I received a chatbot response, "While processing your order, we found that the below item(s) were no longer available.

XXXXX Sneakers

We apologize for any inconvenience this may cause you.

The full amount of the order has been refunded to the original form of payment. Please note that it may take 2-3 business days for the refund to appear in your account. Please contact your bank for any questions regarding the status of the refund."

And, they offered me a 10% discount on my next order.

No thank you!

DO NOT ORDER FROM THIS COMPANY! I ordered a $1,000 clutch bag for my wife on December 17 and paid for expedited shipping. The website says that order processing is no longer than 2 business days, with most items shipping the same day. As of December 22 (4 business days from the order due to the weekend), the order was still listed as "Processing," so I tried to contact customer service. The website reads "We are available 24 hours a day, 7 days a week," but then reads "Our phone lines are currently closed, but our customer care team is available over chat or email," so calling wasn't an option. I tried email and got what was obviously a robo-response telling me about high volume, etc., and encouraging me to use of the "self help" options on the website. One of those options is supposed to be the ability to modify or cancel orders on the Order History page. I tried that, but the "modify" button was grayed out, and there is no "cancel" button. So, then I tried chat, but could not find a "chat widget" as they represented on the webpage. Instead, I had to go searching for the "Live Assistance" link, which is not in the Customer Care section. I clicked the link and entered my name, only to be told that I was number 71 in line! So now what am I supposed to do? Stare at the screen indefinitely until an agent arrives? Fast forward nearly an hour for an agent to join the chat. The agent was very friendly and applogetic. She assured me that the order was being prepared for shipping and I would soon get a shipping confirmation. She also offered me a 10% discount and agreed to refund the shipping fee, so I agreed not to cancel the order. The entire customer service failure cost me about and hour and half. Fast forward 24 hours... the order is still listed as "Processing." So again I try customer care. This time the email reply encourages me to use the "new" self help tool. When I tried to cancel the order using the "tool," I was told that my order can't be cancelled becuase it "is in the last stages of processing before shipping." That sounds a lot like what they told me the day before, and it still hasn't shipped. Now it's December 23 and I'm on chat again and being told again that the order can't be cancelled becuase it "is in the last stages of processing before shipping." But then the agent (Cavier) says that the updated shipping date is the FIRST WEEK OF JANUARY 2022! How can the order possibly be in the last stages of processing, yet not be scheduled to ship for another two weeks?!?!? This retailer is a mess and the customer service is an infuriating exercise if frustration. Please spend your money elsewhere.

Order ************** gloves

Order Number ************** sock(s)

I ordered two sets of socks from Marni December 1, another pair was available but I didn't buy but because I ordered two. Three weeks later SSENSE emails me saying sorry for the delay, when we went to prepare your order we did not have enough. A week later, another email telling me sorry for the delay we are getting your order ready. To date I have no order and no item. I have reached out to SSENSE multiple times and no response. And the other pair online sold.

Mid December I order a pair of Marni men's gloves, which surprisingly enough arrived fairly quick. Unfortunately the gloves where clearly used and returned by someone else (side note, shame on you person who uses the items and returns, it is partially your fault SSENSE is getting the bad review and Marni by default) and I have tried to communicate with SSENSE but no response. Unfortunately SSENSE seems to only provide used torn Marni. No matter what every time I order Marni from SSENSE it's a disaster. MARNI don't carry your line at SSENSE anymore please. Exclusives at SSENSE from you are dirty used items, or sold to someone else.

It is now 2 January and SSENSE has not sent me my items, refunded me or processed my return for the used dirty MARNI gloves only available on SSENSE.

I don't intend to discourage anyone from shopping at SSENSE with my review. It is not brands fault for SSENSE's lack of quality control in its operations. Luisa Via Roma does not play around and LVR could get you a paperclip to the moon in pristine condition. Why can't you SSENSE. The product selection is stunning but the operations don't match the products it's trying to deliver. I am not sure SSENSE is equipped to handle luxury anymore in the current climate.

Further, after you were unable to deliver my Bottega backpack, which I had to pick up my self you sent me your magazine and offered me a 5 percent discount because of the trouble. I have not used it to date and won't. It is insulting first because it doesn't cover taxes, I mean really. And tons of money is already being spent, I simply want the same courtesy extended to me you probably have for better color clients let's say. But what is most insulting is your magazine.

No one is calling your business SSENSE (as in essence), everyone calls it sense. And for you to send out a magazine meant to be called ESSENCE, you are demonstrating your complete lack of cultural knowledge. If you are not sure what I am referring to, look up Essence magazine.

I used to think SSENSE's model styling was unique and exciting. I used to think you should lean into it more. In hindsight you are just creating caricatures with others' cultures.

You are called sense, have some dignity and find some common SSENSE since you can't find my order.

Boutique service isn't nearly as good as the online service.

Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

This is the last time I buy something from this company who manipulate the prices and cant get their act together. I live in Florida and I was attending a trade show in Boston when my fiancé sent me a link of the bag she liked and told me its on sale. Regular price was $685 which was $60 more expensive then the manufacturer price but it was marked on sale at $390. The name of the bag was Black Saffiano Mini by Mansur Gavriel.

As I started going through the checkout on the last page where it asked me to enter my billing address the price changed back to its original price of 685.

I tried 2 times and the price was showing sales price of 390 but as soon as I got the the last step in the checkout process it would change back to original price.

So I took my time and called Support. I spoke to a very nice gentleman by the name of Gregory and explained my situation.

He explained that it sometimes happens but with proves of the sales price he told me that I will be getting a refund for the difference and that I should not worry as long as I send him a screen shot.

He processed my transaction over the phone and I paid full price.

30 minutes after my purchase like he promised I got a support email asking me to send the screen shot and I did.

Today I got a confirmation that he received the image and that was his reply.

Gregory (SSENSE)
Dec 13,13:37 EST
Hi Ber,
Thank you for the screenshots.
I`ve forwarded the price adjustement to the responsible departement.
Please allow 3-5 business for the difference to be adjusted back onto your account and you`ll be sent a new receipt.
Sorry about the late reply, was offline once you replied.

Best regards,
Greg
SSENSE Customer Care

So I responded to the email saying thanks.

Then later he sent me another email that reads the following.

Gregory (SSENSE)
Dec 13,14:24 EST
Hi Ber,

I just forwarded your price adjustment inquiry to the responsible and got a reply back that it was not approved.

Unfortunately this is due to the fact that the particular bag was not on sale on the US SSENSE website but rather the China website. Hence the reason why it showed you the 390USD sale price.

We do experience price fluctuations at checkout when we have a glitch and are normally happy to adjust that sale price for the customer, unfortunately this is not one of those cases as the price of the bag never went on sale on the US site.

Let me know how you would like to proceed in regards to the purchase.

Everything is wrong with the approach because some manager who has no concept of how to respond to a customer issue decided I am not good enough for this sale and accused me that I somehow accessed the website from China refusing to give me a discount.

On top of everything they already sent the item and now when it will arrive I have to waste my time returning it to them because of their own mistake.

Yes ALL retailers use smart pricing technologies to play with prices in different markets. But if your website had a glitch and a customer sees a totally difference price why wouldn't they honor that price I seen after I received a confirmation from the CSR that I will be getting a discount.

Very upsetting situation and I will be posting about it everywhere I can.

After this experience I will never ever buy anything from this website and I will make sure to deliver my story to as many people as I possibly can.

Horrible and disgusting.

This is the reply I got from ssense to my review:

Reply from SSENSE

Published 21 hours ago
Hello,

Thank you for reaching out to SSENSE.

We are deeply sorry that due to the very high volume of emails we are receiving at the moment, we could not get back to you sooner.
If your inquiry has already been taken care of, please let us know and we will solve this ticket. If you require immediate assistance, please reply to this email and your request will be treated in priority.
If your inquiry has not been taken care, we will do our best to get back to you within 3-4 business days.
Thank you for your patience.
Kind regards,
SSENSE Customer Care

This just shows that they don't read reviews and post an automated response WHICH MAKES NO SENSE AT ALL. I did get a contact from support who promised me one thing and then refused to honor it blaming management.

Everything is wrong with the way this company handles their support.

This is by far the WORST company and website to order from ever - DO NOT ORDER FORM HERE. ORDER FROM FARFETCH.COM instead. Both myself and my boyfriend ordered two purses separately during their Black Friday sale within an hour of it starting. After days of not receiving a tracking number I called them to confirm that my order was on its way after paying extra for 1 day shipping. They informed me that my order was CANCELLED by their "security department" without an explication as to why and now the purse that I ordered was no longer in stock and all they could offer me was a verbal apology saying that they "normally contact the customer when orders have been cancelled but they see that I was not contacted and they sincerely apologize". As upset as I understand that mistakes happen but as a company and general customer service they did not even offer me a discount for a future purchase to ensure that I did not walk away completely disappointed. Before I got off the call we asked to confirm that my boyfriends order was also not cancelled and they said it was not. A week after my boyfriend did not receive any sort of tracking information he inquired via email today about his order they just replied saying that the item he ordered AND CHARGED HIS CREDIT CARD FOR is no longer in stock and they "looked everywhere in their warehouse for it" also not informing him until he had to contact them himself wondering why it has not yet arrived. So their bull$#*! claim that they "usually contact the customer regarding cancellations" was a complete lie.

They also said "I have requested internally and the warehouse confirmed that unfortunately the item is not physically available, there has simply been a delay between the warehouse real time info and our website update." So whatever you see as "in stock" on their website is actually not even ACCURATE. We just received another email from them now changing their story once again (shocker) claiming now that the purse was actually not in stock before we placed the order and that was over a week ago and its still on the website waiting for some other innocent customer to purchase!

I instead now have ordered my items from FARFETCH.COM and happily paying full price for the EXCELLENT customer service and actually receiving the product within 4 days without the bull$#*! and disorganization that we encountered with SSENSE.COM. SSENSE you just lost yourself two customers and over $5000. 00 and then some with future orders we will not be placing through your website.

I will be copying and pasting this horrid review to every social media and review website I can for SSENSE.COM as they are scam artists and just a waste of peoples time, effort and money.

I hope this review will make people stop and think twice before ordering from them - I should have googled their reviews before hand as I see that we are NOT THE ONLY unhappy customers that are taking their business elsewhere.

Wasn't pleased with the service as the wrong colour treatments arrived..

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