SSENSE

I have purchased from SSENSE a few times over the course of about 6 years. Until now, I never had issues with returns or deliveries. I ordered a pair of Rick Owens Kiss Boots that did not fit in my typical size of 43 so I returned and bought another pair as they do not offer exchanges. (Which alone is a pretty weak point for retailers in 2023) The second pair was shipped on 2/23 and passed customs on 2/25. My returned pair arrived back on 3/2 and I was refunded.

Well, it is now 3/20 and the boots have stayed in the same status since 2/25. The next month I've been dealing with multiple chat agents telling me the same quick text about Customs Border Patrol holding the package. It clearly states the package left customs at 8:12 AM on 2/25 yet every agent says the same bogus story. Also, when I would push an agent to do something, they would say they did something they never did, such as having a claim being opened after the 2nd week mark.

The third week, I contacted them again and spoke to a supervisor named Kathy after the agent said the same quick text about CBP. I was then informed by the supervisor that a claim was never opened, and proceeded to give me the quick text about CBP that I've been given 10 times before. At this point I was livid with the service and after they refused me a refund, I informed I will be opening a chargeback. I was sent an email after the awful interaction saying they need to wait until 3/25 to open a claim. Like I'm going to pay off my card only to be refunded and have a credit balance I do not want on my card? These people are an absolute joke and so robotic with their responses.

As I used Klarna, I opened a dispute and also disputed the first payment on my credit card, which is where I'm at now. Still not resolved, still no pair of boots, still no update from 2/25 and if SSENSE listened to me the first time and gotten a claim going after 2 weeks, this probably would have been resolved by now. Nothing but a waste of my time and aggravation. Do not bother with this store.

EDIT: SSENSE posts messages behind all our reviews here saying "We apologize for your experience. Can you send us a private message with your contact information? We would like to look into this for you further" but they never got in touch after I did sent them a private message. This is just a way to look like they care about their customers but they don't.

As other persons noticed, SSENSE is canceling orders without explanations.
I tried with different bank accounts, I called my bank. Everything is fine and works but they refused my payment each time.
I also wonder what it can be. I can't purchase my presents for Christmas.
It doesn't make sens for a store to cancel all those orders randomly like this. This is not professional at all!

D'autres personnes l'ont noté ici mais SSENSE annule de nombreuses commandes sans raisons. J'ai utilisé différents moyens de paiement, appelé ma banque. Tout fonctionne. Je ne peux pas faire mes commandes pour Noël. Pour un magasin qui se veut prestigieux ça ne me semble pas très professionnel!

Physical products do not match how they are advertised on 2 differant ovcasions! Poor quality control! Only 10% customer satisafction provided although i pointed to out to customer services that a 20% customer satisfaction re-imbursement would have been the solution that would have me be giving a 4 star rating now and reccomeding you. Instead you have lost a customer for life for simply not providing another £25 re-imbursemsnt when i spent £250 on the product. I have since brought another ring from same designer for £239, didnt even look at your website. Purchased off Amazon and arrived exactly how it looked in pictures. They are professionsls & i prefer to purchase from legitamte retailers like then in the future. Couldnt believe you rather lose me for life than re-imburse an additional £25 i spend more than that on my socks per week. Im a high value client to any retailer you jus didnt take that into consideration and over looked that. I suggest you put quality control procedures in place to avoid someone else going through the poor experiance i went through. When someone spends £250 on a ring it should be a happy occassions and not be a negative stressful experiance which i experianced dealing with ssense.