SSENSE

I have been a customer at ssense for many years and have spent thousands shopping here. However, I recently had one of the worst online shopping experiences of my life with them.

I placed an order for a pair of knee-high leather boots and received them promptly. I was disappointed when I opened the package because the upper leather was extremely crumpled and spidery. The soles were also streaky (but the item was not dirty). I immediately took photos to document the condition of the boots and filed for an online return. This was all within hours of the package delivery.

When ssense received my return they sent photos of the boots and asked my to explain their condition. I responded sending photos that I took the day they were delivered (timestamped WITHIN HOURS of delivery time) and explained that I received the boots in that condition and had immediately filed for a return. The photos I attached looked exactly like the photos they sent me.

Ssense then just sent me automated responses and refused my return. They entirely stopped reading / responding to me emails (I'm not sure if they ever even read it. Why ask for an explanation if it clearly wasn't going to be considered?) I'm 100% certain these boots had been used or replaced (I don't even know if they were authentic) before I received the order and they are trying to recoup their losses by placing the blame on me.

I called customer service multiple times and they all agreed with my situation--they felt the returns department was extremely unfair and I did my part by taking photos and filing for the return immediately. However, they said that customer service has no way to get in contact with the returns department (also outrageous) and could not assist me. The agents suggested that I file a dispute with my bank (which I am) because there would be no way to get in contact with returns!.

Please avoid shopping at this shady business. They will try to pin their own damaged goods on you and will not respond to any conversation. Even if you take photos as your proof you will be totally ignored. There are plenty of people online who have had similar experiences (look it up please!). Ssense is an unethical business and will try to steal your money. I have warned everyone I know not to shop here.

I decided to order something from this company because of good reviews I've seen plus the price of the item was much cheaper there than most other places. The total price with tax and shipping full stop was a good $20 less than everywhere else for their write up front cost before taxes or shipping so that's why I went with it.

I did order on the weekend so I didn't expect anything to happen until 2 or 3 days into the next week. The two business days for processing came and went that they promise and I got no confirmation whatsoever. I looked all over the website and I can't find a cancel order option anywhere or a way to actually speak to a real person. There's no way to see any information except it's saying the same thing it's been saying for the last 4 days which is the order is still being processed. The same thing every other site says once they've already taken your money.

The best I could do is find a chatbot that gives me the same "we're sorry it's taking so long" blah blah. But still no way to cancel the order. I probably could have ordered from somewhere else and paid a little more and at least had a better form of knowing what's going on with the order. Even Amazon for all their problems is good at this. You know exactly when you've been charged, exactly where your order is, when it's being processed and some type of an update here and there for when it's being shipped and when it's out for delivery to your address. You get nothing with this site apparently until the item has shipped.

I've now looked deeper into this company's reviews and there's people saying they've ordered things that made it to them within two or three days and then other things that a year or two later still have never shown up. I dealt with this same problem with Asics actual website in September 2021 and it took over a month to get my order yet they could take my money within 3 seconds of me ordering the product.

I won't be using this site again even with their lower prices because there's no one to get in touch with a real person and there's no way to know what's going on with your order. It doesn't help that it's in Canada so now my money and time is tied up into something where I'm just stuck because there's no way to cancel or refund the order even though they haven't done anything with it since the day I clicked order and it's just sitting there. Just order somewhere else. Pay the extra & order directly from the manufacturer's website or go with a more reputable site such as Zumiez or even Amazon and at least there hope that you get an actual product and not a knockoff. Never again with SSENSE.

BEWARE! DO NOT BUY FROM THIS STORE! HORRIBLE CUSTOMER SERVICE. I bought a parajumper in a small and just wanted to EXCHANGE for an xsmall. I went to the store, they did not even carry them anymore so when I asked if I could exchange it at the warehouse, they told me I had to send it to them by MAIL to approve even though I live right next to chabanel (the street where the warehouse is) in montreal. MAKES NO SENSE! HORRIBLE. I was talking to someone named "Kate". RUDE AS HELL. Said products couldn't be exchanged and was sassing me. I JUST WANTED A SMALLER SIZE, KEEP YOUR MONEY, JUST GIVE ME A SMALLER SIZE! Makes NO sense (pun intended). Do NOT shop here please! Shop anywhere else unless you wanna get fkkked over. What's insane is that my friends and have been loyal customers, NOT ANYMORE. I'm shocked that they would do this to someone who's spent thousands through the years. When all I want is an EXCHANGE. Like how hard is it to present myself and get a smaller size of the exact same product? I'm literally making everyone who lives in TMR ban this store/site. So stupid. We are never purchasing anything from here again. DO NOT SHOP HERE!

I would give them 0 stars if I could. I ordered these White Leather Chuck Taylor All Star Lugged High Converse Sneakers and received them fast, however, that is the only good thing about my first order here. These shoes are 2 sizes too large, and they look like they've been worn. I sent pictures to the last person I spoke to. When I ordered this shoe, the first sizes listed were in US and not in UK. I even checked again online after I purchased the shoe to make sure I hadn't made a mistake. The first listed size is in US. I chose a size 9 US, but received a size 11US/9UK. Not only is this the wrong size, the shoes are also dirty and look as though they have been worn. I am incredibly disappointed that this is my first experience shopping with SSENSE. I have recently discovered this site and I was super excited because these shoes are sold out everywhere and I found them here. I desperately wanted these shoes by Christmas, and now, since the first few people I spoke to have been completely useless in helping me with this issue, I am STILL waiting on a shipping label to send these shoes back to get my money back. This is NOT what I expect from customer service especially when this is THEIR error and not mine. I find it completely insane that I was offered $25 to keep a dirty shoe that cost $95 including shipping, that's 2 sizes too large AND was offered 10% off of my next order when the current issue hasn't even been rectified and 0 attempts have been made to do so after I have clearly stated that all I want is a refund. I understand that it is Christmas time, but at this point, if a company is sending out dirty shoes that are the WRONG sizes, my issue needs to be a priority. I'd be careful ordering from them. I ordered these shoes on December 14th, and received them on December 19th.