SSENSE

I returned a pair of jeans. Apparently, they did not receive the return, although I had the receipt from UPS dated 3rd nov. I sent them the receipt and all the other details to resolve the situation. It is now Nov 30th and I am on hold with Robin O. This is my third call with him after numerous emails. Very, very poor customer service. They have waited this out. I called Nov 27th and Robin assured me it was taken to escalation. I did not hear back from Ssense. Robin O is now putting in a complaint file. I definitely would never order from this company again.

The product I ordered came opened and a fourth spilled in shipping. I emailed this with my order number as prompted. I got an email back saying they were glad I had received my order. Whoever answered obviously had not read my email. I attached pictures to the next email and they asked for the order number I had previously sent. Still not resolved. Horrible customer service.

The worst customer service ever! I did nor receive my order. Have been calling them for weeks- i either get a recording saying the phone number is busy, or i get transferred to voicemail that is always full. I emailed several times and got no response. I spoke with someone once and he said he would look into it and call me back- never got a call back- How pathetic! This site is ridiculous- will never buy from again- disputing charge.

Dec. 9 I placed an order with them hoping to receive it by the holidays. In a week, when I realized the status of the parcel still hadn't changed and it was still in Canada, I reached out to them asking that they check it ASAP. Apparently they did nothing but replied that such things happen occasionally, so no worries. Still, when I tracked the parcel again and discovered it was still in the middle of nowhere, I asked my money back on my account with no further delays. What did they do you think? Only then they decided to start working on my request and the status of my parcel magically changed in a day - it flew off to Europe. They didn't even say sorry or something - just keep ignoring me as if I've not been texting them every single day in my vain attempts to get compensated for such a delay caused by a simple lack of actions from their side. It's absolutely nonsense and I've never experienced such rude customer care from any of European online retainers! Stay away from them.

It was my first ordered with the company. The packages had a problem with the custom because they didn't put any official receipt on the products, that is why the custom in Spain detained it for long time. After several weeks/almost 1 month I knew that my ordered was returned with SSENSE and without informing me. I loosed a lot of time waiting for the products to be delivered to me without knowing it will not be delivered. Everytime I called the DHL and SSENSE about it and both of them telling me different things which made me confused. I loosed lot of time with this first ordered with them.

Other thing it took me more than 1 month before I had a refund. The worst of all! They didn't even contacted me after they received they received the returned packages. Really disappointed!

Terrible customer service! I waited for hours and finally chat with the customer service. They just asked my information, and didn't give me any help. And end the chat without saying anything! And this situation happened many times! It cost me weeks on this! I gave up! Really useless customer service!

The first time I ordered SSENSE item was through Fancy.com. It was a really good price for an item I wanted for a long time so I said 'let's do it!'. After finding out that the store has their own website, with MANY more items and even better, more deals, I ordered 3 more items. They arrived faster than the Fancy.com order, they were at such a good price, I for a moment thought i'm buying a knock-off. But in just a few days, I received the items and guess what? They were all original, boxed, beautiful and amazing! I LOVE IT! I will most likely come back to shop at this website and had already recommended it to a few of my friends. Thank you for a great customer service dealing with a few technical issues with the website and helping me place an order I will never forget!

Ssence dose not ship in a timely manner they take orders without merchandise in stock also if u dispute or return anything u are ban from ever ordering again they use to be good not no more waste of time

Took long time to process the order, yet it was finally cancelled due to security department wrongly input credit card information. The worse part is my credit card was blocked by the bank. Customer Service Agent - Benjamin is very unprofessional, bad attitude as well hung up twice while putting me on hold. Wasted almost 3 hours to wait on the phone and talked to 3 different agents (other 2 agents - Emi & Rumiko) with the issue unsolved. The issue was resolved by Yannick the next day at the end.

It has now been over two weeks of this nightmare. I've didn't accept either shipment after my post carrier wanted to collect hundreds of dollars for VAT before giving me my packages. Although the site says free shipping 2-3 days. FAKE

1st oder $1900. 73
2nd order $917.13

The postmaster stopped delivering my mail to my residence 10 days ago because they stated that I needed to pay the $371.16 for VAT.

I had to pay this amount today to reinstate my mail service. This is absolutely awful customer service. I've been shopping with your company for years and spent thousand of dollars on merchandise and I've never experienced service like this before.

I don't have the merchandise, I haven't gotten my money back to my credit card nor reimbursement for the $371.16 I had to pay today. Don't advertise 2-3 free shipping if it isn't true.

Very dissatisfied

If you are in the US do not purchase from this company. If the item is more than 800 bucks you will be hit with a 37 % rate which they will not tell you. I paid an extra 600 dollars to retrieve my item.

I ordered a gift for my fiancé last week and was told it would arrive within 2 business days.
I completely understand the time of year and could possibly expect delays. After one week It took me 3 phone calls to finally reach customer service once I was able to reach them the representative told me they would get back to me with details of course that Did not happen when I finally got a hold of customer service again I was told that the package could not be located so sorry. I'm upset because sorry isn't going to help the cause if I didn't do my own locating of my purchase no one would have helped me. Poor customer service poor response time bad management and yes they managed to ruin my holiday gift and make me look like an idiot. I suggest you shop somewhere more reliable if you want to receive your order without the headaches...

I ordered two items one item a pair of sneakers was shipped in a shoebox, and only a shoebox was delivered to me. The company refuses to refund me for the sweater that was not shipped and did not arrive to me. They have accused me of being a liar when I am an attorney the weight of the package would actually even preclude a sweater being in it. They have them threatened me and said that they refuse to refund anything if there is a PayPal dispute associated with it, but if I took away the PayPal dispute, I'm sure they would just ignore me completely. It's actually also illegal for a company to threaten someone with a credit card dispute, or charge back that is within consumer law as a protection.

I was able to quickly buy the product I desired on a clean looking website, which satisfied me, but the customer service was what really put ssense over the top. They allowed me to returnmy shoes that didn't fit with no hassle at all. Will order from again.

I bought 2 pairs of shoes from them. My order was shipped to me promptly. However, one pair of the shoes are not of the same quality as I saw in Nordstrom store. 2 weeks later the price was dropped on the website so I request a price adjustment. Here is the reply:

Unfortunately my accounting department has determined that the discount cannot be applied to this order. There are 3 rules for applying the discount to a previous order:

- The item was not initially purchased on Final Sale
- The exact same item (in the same color and size) is still available
- The package must still be in our warehouses.

Personally I think the last 2 rules are ridiculous. And they did not mention any of those rules on there customer service page.

NOT a good site.

The Ssense sale dissapears for international customers upon checkout...

Prices changed from 299 dollars to 800 euros thats an 87% increase including conversion rates)

Either say that the sale does not apply to international orders, or fix your website.

I had a awful experience with Ssence.com I never buy nothing ever.
I place the order everything was fine until 72 hours I receive an email saying that they need to do a verification; was done in minutes. And 24 hours after they send me another email saying that that the shipment department was enable to find the item.
Sorry as Canadian I really want to support our business but is ridiculous, we can to better. No wonder way some of us prefer to cross the border.

Ordered a $300 raincoat.

As soon as I took it out the box it was clear that the snaps were defective or damaged. Contacted customer support and supplied photos. Exchanged a dozen emails with SSense. All they would offer was a $20 credit to get it repaired or a RMA using a carrier that doesn't serve my region. Had to go through my credit card fraud department to get a refund.

Never had such shoddy service from a business, let alone a supposedly "premium retailer".

Buyers beware!

Their upscale brand selections are great, shipping is free & purchases are tax free outside of Canada. Received purchase in less than a week. I'm a fan of SSense & was introduced to them by my granddaughter.

Shoes came reasonably quick and were priced nicely with promotion. Only downside was that the shoes I'd ordered came with some evident creasing on the side. Generally a trustworthy and pretty good site to purchase from though

I love their merchandise and their brands BUT---- worst service! Very unreliable. THey have lost my items... and are not even helpful about it. They will only refund after the items are returned back... well, they are lost in-transit! And, they refuse to do anything further. HORRIBLE!
(PS, for those in the US--- check other US retailers, the prices of items are much lower!)

Last winter, discount price goes up&down randomly. Unpredictable. Some of the items, only went on sale for like 2 days, then went back to the regular price without any remind. It is a huge difference compare to the past. Me and lots of my friends, cant make decision to make the purchase at that situation. So the last discount season is like a Chaos.

I wish I would've read these reviews before I ordered. Company created a UPS label a week ago, but never gave the package to UPS. I've asked to cancel, refund, or ship. They keep telling me rest assured we'll get back to you within 2 days, you never hear back. Based on other reviews I don't think I'll get my item and I've likely been scammed by this crap company. Buy elsewhere!