SSENSE

SSENSE had emailed me asking to check the small amount that had been taken out of my account for 'security measures', £1.14 had been taken out. Just after that My order had been cancelled within 2 days without any notice at all whatsoever. When I had emailed SSENSE they said it was a security measure and that I should replace the order. I refused to replace the order and so asked for a refund. They refunded me within 2 days. It has been 2-3weeks and everything has been fine, until I noticed that SSENSE is repeatedly refunding and taking out £1.14 (their security measure). I emailed them asking them to stop as more order was cancelled and they replied with an automated email stating that I should 'replace my order with a different credit card'. I replied explaining what had happened and they once again got back to me with an automated email. In frustration I had emailed telling the now stop refunding and taking out £1.14 and how poor and deplorable their customer service is and I am yet to receive a response. Although I believe it would be an automated email as theyl customer service has no email etiquette.

I bought a Lemaire bag and when a promo code came out a couple of days later I asked for a price adjustment but they told me they couldn't and to return the bag and reorder. I did that but the 2nd bag had issues with the zipper pull. I asked for a replacement bag or a replacement of the zipper pull. They said they couldn't do that since the promo code had expired and they can't honour the same price and I could just return it. I did that but they seemed to have lost my bag in the mail. It's been 2-3 months of 30+ email exchanges. I also talked to someone on the phone and someone else over live chat and I still haven't gotten my money back.

Update: They finally gave me a refund so I have changed the review from 1 to 4 stars.

Update: Apparently even after all those emails they didn't understand I ordered the bag twice and they said that refund they gave me had already been processed before (turns out it was for the first time I bought the bag). They are so incompetent it's actually crazy. Back to 1 star.

Earlier this week, I used the site to purchase a designer pursue for my fiancé. Immediately afterward, I realized the address auto populated on the Ssense website for another town approximately 30 mins away. Same exact street name and number, but different town/zip code. I contacted the shipping company CanadaPost to reroute. I was told the shipper Ssense needed to adjust the address. When I contacted Ssense they said there was nothing to be done and that my fiancé should go retrieve the package from the wrong address. I'm out of state and the package was headed to a rough neighborhood. I was horrified that my partner was being made to retrieve a $1,500 pursue from a porch in a bad neighborhood. I called many times and spoke to several people. I asked to be connected to a manager and never spoke to one (they'll call you back). Throughout this time CanadaPost kept telling me the package could be re-routed back to the shipper and resent. Changing the address was never an option since the company is Canadian and that is apparently illegal. I had no idea the package was coming from Canada and even still it could have been returned. We never received the package, so Ssense stole $1,500 dollars from me and treated me terribly along the way. Worst online shopping experience of my life.

My Stella McCartney bag arrived nicely packaged in a discreetly unmarked box which i like. My experience with ordering from ssense.com was good. However my only gripe is that this bag was advertised as WHITE. But in actuality, it was CREAM (OFF-WHITE). I decided to keep the bag as i couldn't be bothered with the inconvenience of the return process. But i would have preferred if you advertised the color correctly as OFF-WHITE or CREAM. So i'm out $1200 with a bag i thought was snow white when it's not. Meh.

In response to the ssense.com rep: You wrote "the Item color in promo images can vary from screen to screen." That is irrelevant as the description clearly stated the color as WHITE. White is white. White isn't cream or off-white in color. White is a color as pure as snow. So there is no disputing that your team's description of this 'white' Stella McCartney bag is completely erroneous and you should take responsibility for this error instead of trying to place blame on a computer screen.

I bought 3 shoes and 1 pair of slides. I wanted a size 7 for all the shoes but had to get a 6.5 in one pair because it was sold out in the 7. I have been trying to call back and try to get the shoe in the 7 as it had reappeared on their list. I called 2 days in a row one time missing the call back, they only call back once. I waited 4 hours for that call back. Then I tried again another day and was outside of their hours and the offered Facebook msger to contact them, well I don't have face book. Then I got ahold if a lady (after the weekend as they are not open) and she said they no longer have the size 7 again. But seeing them on the site after the call I called back the following day and the man said because it had been 14 days I would have to buy them and return the other ones that they would not exchange the size. I had bought them on sale and now they are full price so i wasnt going to do that. If it didn't take so long to get ahold of you guys and given correct information the first time I wouldn't be past my 14 days of exchange. Thanks so much for nothing.

Ssense wrote me an email that the dispute was resolved. I don't even know how did ssense resolve it? I ordered a Pierry Hardy shoes to give a surprise present to my nephew on his birthday. Ssense! Am l getting the same Pierre Hardy l ordered? If not, then how can you claim that the ticket was resolved? I was Ssense's regular customer since years and l put thousands of dollars purchasing dozens of shoes from this company and now l'm getting a surprise that they couldn't find that pair in their store. Its really ridiculous.
I got two emails from ssense one saying the pair is not found and the other email saying you found the shoes but the package was damaged and it will be shipped with a 10% discount for the damages which l accepted if it was the same Pierre Hardy l ordered.
Let me be clear that l'm not sure how they resolved the ticket? I deem it resolved only if l'm getting the same shoes l ordered, if package damaged, with 10% discount. I don't want any future discount of 10% on my purchase as this would be my last deal with this company and l'll, for sure, put a one star review on your website if l weren't satisfied.
Harpreet Singh

Terrible! I paid for fast shipping today is the 10th day my order still says processing. NEVER USE THIS WEBSITE! $200 I won't get back. They're phone lines are down and they don't answer emails

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Closed phone lines…. Days of waiting for email reply's and then losing out on merchandise that was part of your order. How did SSENSE get so bad?!?!?! Long time customer who is now a UNHAPPY CUSTOMER

I ordered a 690 $ product in mid September to be delivered to Berlin. My credit card was charged immediately. Unfortunately the parcel was kept at customs, and I couldn't pick it up as I was too busy. However, this would already been annoying. But if this wasn't enough, the parcel was stored there for 2 weeks (which is common I learned). Today, on October 19th, over a month later, the tracking page says that the parcel is still somewhere at a German postal facility (not at customs though). As you can already guess: I have not been refunded the money yet, though I never received the parcel. Ssense says it has to be physically delivered to their Canada warehouse. I tell SSense: F*** you. The tracking number shows that I never received the parcel, and that it is now on the way back to you. Why can't you simply refund the money? Really? I have to have my bank take care of the matter now, and the insurance? And why do you keep telling me to check with customs, dhl, or whatever institution, when this is clearly NOT my fault? Is this your idea of customer service? That your clients do the job? Never again will I shop on your site.