SSENSE

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 SSENSE 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.

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. SSENSE 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.

Physical products do not match how SSENSE 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.

DO NOT ORDER FROM THIS PLACE! I ordered some 11 by BBS boots from them and SSENSE shipped me regular Salomon boots switched out into a BBS box. They ripped me off and their customer service is trash that never responds to emails. They ripped me off for $400. I will never buy from this place ever again. Other places have fixed their screw ups within a day this type of behavior from a big retailer is unacceptable. Take your business elsewhere. Photos show what I recieved vs. What was on their site.

Updates:
1. This place then barely responded to anything.
2. Had me send their fake/wrong shoes back to them.
3. Dragged their feet in responding until the date when the ability to make a claim through paypal was about to expire.
4. THEN responded that since I filed through paypal they couldn't do anything.

Now they have their fake shoes to send to someone else and my money. Literally nothing short of thieves. DO NOT BUY FROM THEM!

I paid full price and received a refund at a sale price. What happened was I purchased two more after this item went on sale and returned the full price one. Once SSENSE received my return, they figured out a way to make this return as in a different order which I made later with a sale price and refunded me the sale price instead.
I suggest that you must keep every piece of evidence when you are communicating with SSENSE - email records, live chat screen shots, and record your phone call conversations with a camera and good audio.
Because I'm also experiencing that they let you request a return RA but NEVER send you one. In another way, not letting you return order that's eligible for return.
If you have similar experiences, don't just quietly swallow their mistreatment, report to Federal Trade Commission (https://reportfraud.ftc.gov/#/form/main)!

I couldn't get my return label and was blocked from customer service phone call and live chat until I wrote an email warning them that I can report this to FTC.

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.

SSENSE a luxury clothing brand which provides faulty products to the end user. What a ridiculous and pathetic online store. Will never shop with them again. I purchased a YSL handbag for $1390 USD of their website in Oct 2014. I received the goods about 10 days after the purchase. After a month I contacted SSENSE customer support to notify them that one of my handbag stitch was undone. I obviously purposely wont do this myself and the handbag was hardly worn (only on special occasions). SSENSE after two months responded back to me suggesting that I return the bag to them and SSENSE will provide me with a new one. Since, they didn't have the same colour i did not want to exchange it for another style or colour. I asked them to source the same one from the designer. After months of correspondence I agreed to sending the bag back (not worn during that duration) and requested for another colour. It has now been nearly 10 months now and this matter has still not yet been resolved. Their standard response is "we have contacted the designer and are waiting for their response". They now disagreed to provide a new bag or refund the money. I had returned the bag nearly 2 and half months ago and there still has been no solution. The most annoying part is that they initially provided me with a faulty bag. Stitching with any designer brand is covered by warranty. But according to them they are still SPEAKING TO THE DESIGNER.
I WILL NEVER RECOMMEND THIS WEBSITE TO ANYONE. TOTALLY Ridiculous.

My order was cancelled after SSENSE took money from my credit card.
The wording was:

"Mathieu (SSENSE)
Dec 21,2016 10:12 EST

Hello,

We have tried everything we could do to process your order, but we were unable to validate the information your have provided.

Please note that we have cancelled your order and refunded the amount. Also note that your bank may require additional time to credit your account.

This cancellation cannot be reversed. That said, you can try placing another order using a different payment method and it will be reviewed by our Security Team. "

After i asked what is the issue i received the following response:
" Hello,

All orders go through our security measures and if they do not pass our security measures, we cancel the order.

Note that the pre-authorization on your card has been voided and that your bank may require additional time to reflect the change.

We suggest that you try replacing your order with a different payment method. However, if you do place new orders with different payment methods and your orders keep getting cancelled due to our security measures then unfortunately at this time there is nothing we can do to assist you."

As you can see no explanation

Don't trust the description on Ssense website. SSENSE change manufacturer description, that is how I got men's size shoes instead of women's. The communication is super slow, I had to wait for every answer 2 to 5 days and do not expect the return be easy. It will take time and money as they do not return shipping costs. It took over a week of emails just to get a return label from them. 3 weeks after i sent shoes back and had no refund i contacted them again. In their usual slow manner they replied "your return has been received and now is processing in our system". Several days later they sent me picture of the damaged box and refuse to refund despite all the pictures of the shoes and the box in an untouched condition that I emailed them before they accepted the return! (Yes, they make you send them pictures to prove the item is not damaged).
Overall experience feels like a scam. Not even sure if they will send this rejected shoes back to me.

Recently it was my first time ordering for ssense and I can assure you it would be my last! I spent almost 3 months saving up for two pair of shoes I really wanted, finally I was able to afford the shoes and made the online purchase. I never received tracking information on time, finally when I received the tracking number I obviously clicked on the link to track and it said no information available estimate arrival date no available. The package took almost 3 weeks with no tracking info! One day I check back and it said delivered but never received a package! I called ssense and SSENSE gave me no option but to wait! I than had to file a complaint for a refund as I never received my package! They took So long to even send me and updated email that I called the post carrier myself and I myself filed a investigation as to where was my package! 2 weeks later ssense denied my claim and gave me no option to get my money back nor an option to get my package re-shipped. I never received my package and I got robbed for 1000$ for ssense literally. I spent so long saving up this is the worst company ever i repeat do not buy!

You can snag a good deal from Ssense however if your buying from UK or Europe the following should be taken under consideration: On the website SSENSE do inform that import duty/tax may have to be paid what they do not inform you about or educate their customer services about is that the items could be held for anything up to 1 month or more in a central hub until the local revenue customs agents have checked the goods, and then calculated from the shipping invoice what duty has to be paid, if there is a huge back log of items they have to check there is nothing to be done until the all clear is given and your sorting office has written to you to inform you about the duty to be paid before arranging delivery.
So if your ordering an item for a gift for some one or your self unless your prepared to do the ground work and wait up to a month, do not order from this company.
Customer services do not know anything they cannot even answer a simple question of what agent their local shippers/courier use in your country to receive information.
There are other sites whom use DHL, UPS etc for delivery either local or international where at least you no your items will be with you a lot quicker than Ssense.
Would I use them again or recommend them no its just not worth the hassel.
My Ssense invoice was £297, with an additional import UK duty of £59.70p..

Worst customer service I've received from a so-called "luxury goods seller". There is nothing luxury about this company, especially the customer service. I've had a huge problem with my order that was not resolved and instead of getting into what happened, I'd just like to let others know to take their business and money elsewhere. The regular customer service rep went back and forth with the supervisor relaying messages for me when he could've just directly transferred me to the supervisor like I asked when I initially made my call. After an hour I finally got hold of a supervisor who did nothing but apologize and repeat the same thing over and over again. I could get a Neiman Marcus supervisor faster on the line than I could with these people, total JOKE. Their customer service reps all sound like SSENSE are working from bed... I don't know who trains or hires these people. I don't even know why I'm so surprised, the rest of these reviews are just as bad!

This is a company that sells luxury bags without proper packaging. The items I purchased from the website have never came with the original brand boxes. It was okay for the cheaper prices till recently I purchased a bag from the website. The leather bag from Saint Laurent smelt like plastic. I felt the bag might not be real and requested return immediately. I returned the bag right away and didn't hear anything from the company for three weeks.
Finally I called the company, SSENSE told me the bag was broken when they received. I originally thought it might be the UPS shipping damage the bag but after these several weeks dispute with the company, I think they might be the one who damaged the bag. I disputed with my credit card company. The SSENSE company told me that they will send the damaged bag back to me ( I have claimed multiple times, I refused to accept any items from the company without legal authorization. I am so scared of the company's practices. They just sent it and told me a fake tracking number. They gave me another tracking number after I pointed out the original tracking number is not even to US) They also replied this to me today.

The fact is that the company has challenged my credit dispute yesterday! They have no intend to return the money back to me anyway, but they are trying to threaten me that they will discard the item if I refuse to accept the package.

If you purchase anything from the company, please take a video when you accept the package and take a video when you return the item! This is the only way you could possibly protect yourself with a company like this.

I was contacted from their security team because I had a different shipping address from my billing address. I like to have stuff shipped to my sister's house since she is unemployed and home during the day. I advised them to go ahead and ship to the billing address. Was told my order would be shipped either that day or the next day, as all was now good. Then he next day I get a text saying my order has been cancelled due to security reasons. When I called SSENSE SSENSE could not give me any reason my order was cancelled, but that I can re-order if I wanted. I will never buy anything from this company. I wish I would have seen these reviews before I even tried. This was supposed to be a Christmas gift. I ordered on 12/15/15, their site says 2 days for processing and I paid extra for 2-3 day shipping. I was told on 12/23/15,2 days before Christmas, that my order was cancelled. With no explanation of why. Unprofessional to say the least!

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 SSENSE 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.

Awful experience with this company. Someone had created an account with my PayPal which was fraudulent. Firstly I am incredibly upset that SSENSE didn't have additional security measures to flag transaction which are billed to one name and address and shipped to a completely different name and address. The name of the SSENSE account also didn't match with my name or the name on my PayPal account. Once I discovered the fraud and contacted SSENSE, SSENSE essentially told me to go away and there was nothing they are willing to do as they have already shipped the item (no doubt not wanting to suffer the loss for the goods, rather than help a victim of fraud). It was only until I filed a police report and contacted my bank, who no doubt applied pressure that I saw my money back. Shouldn't have taken as long as it did and SSENSE should have been way more helpful and friendly. I have since also contact SSENSE to delete the account linked to my email address on their website, since I never opened it in the first place. They have done nothing - only "flagged" the account. Absolutely useless!

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.

Ordered Dr. Martens boots for my daughter on there website. The website guaranteed delivery in 2 days. On the third day I check the email. Dhl stops delivery. I email the company asking why dhl stopped delivery, instead off calling dhl the company tells me to call dhl myself. I email them back telling SSENSE should take care of that and provide ETA. Then I get 2 conflicted emails first email saying they resolved the problem, and another email saying dhl doesnt have my apartment number and I should contact them to give them my apartment number. Unbelievable they left the apartment number off the shipping label. However the money from my card that requires a full address was taken immediately. On top of it all
Instead of apologizing for the mistake they made they wouldn't even correct the mistake. They had the nerve to email me to fix their mistakes. It's been a week I still dont have the boots and my money. After reading the reviews I see that there are hundreds of others this company defrauded out of money. Iam contacting the federal trade commission and the police. This company needs to be investigated.

Ive spent so much on this site, which why i hate to write a bad review but their customer service is trash. I purchased the rick owens dark shadow sneakers. I tried to reach out to them before it was shipped to let them know if SSENSE can use fedex instead of ups. I had a bad experience with ups with them before and it took two weeks to receive package. Matthew who is a customer rep told they will note with the delivery team. I knew that this will delay my package but i just wanted it shipped with fedex. Three days went by and my package hasn't shipped. I reached out again and they told me later that day i will receive tracking. I didn't receive anything until the following day which was an email from them stating that the item I purchased was out of stock! I was highly upset and confused, i replied to the email but didnt get a response. I was refunded my monet but i wanted the product i ordered! They haven't replied back to my emails. I feel like one of the employees secretly purchased the sneakers! And sent me a bull$#*! email

I ordered express shipping on a Maison Margiela ring to be delivered in time for my friends 21st birthday. Upon receiving it, I've opened the box to find a damaged ring. Any sensible person working in retail would look at this ring and see that for $330, it is appalling to sell to someone in the state that it is in. Not only can I not give this present to my friend on their birthday, but dealing with customer care has been disappointing. The only thing you can offer is 10% off the ring? How embarrassing to give a 21st birthday present with chips in it. I even asked if you can give me 10% off another style of ring to make up for the inconvenience you have caused me but no you cannot. I am left with no other choice than to request a refund, to which I now find out I need to travel almost an hour from my house to drop off at a UPS location? I can't give my friend a present for their birthday and I don't drive so how do you expect me to travel all that way? I want my money back ASAP so I can go buy another ring elsewhere that provides me better customer service and values its customers. How about instead of saying "sorry for the inconvenience" OVER AND OVER like robots you actually reflect that in your actions and make my situation EASIER rather than HARDER. This your fault for not upholding excellent quality assurance processes yet now I have to do all this hard work? Sort yourselves out.

I have shopped all over the world from Tokyo, Paris, Prague, New York and Copenhagen to name a few. This was the absolute worst shopping experience I have ever had. I bought the jacket online and it was too big. I contacted customer service to arrange a smaller one to be sent to the store. I go to the store to try it on in the same style and color and I decided to get the smaller size. The sales rep said you can't take it now you have to return the one you bought online and then comeback and repurchase the smaller size in store. What sense does that make? What company gives you your money back and takes the risk of you buying somewhere else because SSENSE didn't what to do the exchange in the store? Once I got my refund, I went back to the store to buy the medium, upon closer inspection, I found two stains and the white label that is underneath all Stone Island badges on their jackets missing. I realize they're selling me a used jacket perhaps from a model shoot. I've figured I've had enough so I went to buy it online from Europe nicely packaged with a free gift. P.s. The sales associates in the store should learn the art of customer service, tone down the arrogance and stop acting like they're doing us a favor.

It seems that SSENSE doesn't care about these bad reviews but I'll add mine anyway. I tried ordering a Mackage coat for my daughter who picked it out for her Christmas gift and sent me the link for this site. I have never heard of them before but we routinely purchase high end items from Saks, Barney's Bloomingdales etc. The order was canceled with every card I used debit as well as credit. I placed the order with customer service reps on the phone expressing my frustration. SSENSE consistently claimed that their 3rd party verifies the orders and they cannot over ride a decline. I called my bank after placing each order and they assured me that they see the charge in approved status and all my shipping and billing information on their files match those of the order. My bank said if the vendor declines the purchase they are doing so for their "own reasons". The only reason my son suggests, is that they are profiling where we live and if it's an area notorious for fraud then they are declining to deliver here. This is a form of racial profiling and this company should not be allowed to do business in this manner. Needless to say we will never attempt to use their site again and will buy our Louis Vuittons, Monclers and Chanels elsewhere!

I didn't like the product that they've sent me so I went on to their website to get a pre-paid return label for the return. I shipped out the return package, and it was untraceable and it's been 2 weeks so maybe the package was lost according to SSENSE. After multiple emails with SSENSE about the return, SSENSE would just ignore your emails all together, so I had to call them after not hearing back from them for 4 days. Now they would need me to create a claim with UPS, but UPS said I would have to be the sender who created the return label, which I am not. I am confused because I haven't done this before, and SSENSE customer service is as confused as I am because they didn't even want to help me with this case, only to keep telling me to contact UPS about the lost package. I asked them to please contact me in case the package might still be in transit to SSENSE warehouse, but customer service (Benjamin) keeps insisting that it should be lost because it has been 2 weeks.

Placed an order on May 15th that costs more than 3000$ that was supposed to be delivered in 3 days, today is May 29th and I haven't received the package yet, tracking information hasn't been updated from 10 days ago which states that the package is still held in transit in Montreal, contacted the customer service several times to ask them to contact the courier to see what happened to the package SSENSE didn't take me seriously and after the 6th time contacting them they said we will file a claim that takes from 2-4 weeks to get completed, now i can't get the package or my money back until they resolve the issue with the courier, furthermore they threatened me that if i disputed the charge with my bank they will cancel the claim on their end, worst experience I ever had. They gave me a lot of stress dealing with the customer service and they are so rude. I admit they have a good collection of clothes, but believe me its not worth going through hard time like what i am experiencing right now. Here is the info regarding my order:

Order: *******62874
Order Date: May 15,2020
Total: $3783. 48 USD
Tracking: ET010876931CA
Claim ticket # 6136934

UPDATE
So, I finally returned the shoes and SSENSE did not bother refunding me the initial shipping fee. Why is the customer being forced to pay for shipping of defective merchandise? What rubbish. I sent them a private message via the site and they just ignored me. Clearly, they don't bother about customer service. Lesson learnt, STAY AWAY FROM SSENSE. What a dodgy site.

Bought KENZO sneakers from the SSENSE sale. Wanted to return them as they were too big. When I was packing the shoes, I realised that they were defective, the rubber labels on the tongue were ripped in several very noticeable spots. Contacted customer service and they offered me a 10% discount. What?! Googled and found this site, looks like several people have had the same horrible experience shopping with them... I refuse to shop with SSENSE ever again. What a disappointing experience!

WOULD HAVE GIVEN 0 STARS IF I COULD.

So shopbob had these pair of men golden goose sneakers selling them as ladies and SSENSE were gone. I saw them appear on ssense. They were $650 so expensive but I wanted them. I got them and you know what? They aren't comfortable. Not like my first pair i worn for years and I can't wear them without socks or I get a blister. I never was able to break them in. Then, I got another pair from intermix and they are like butter I live in them and I also got a pair high tops from intermix perfect. I just ordered another pair from shopbob. But, why is the one from ssense hard as a rock and never got comfy and this is why people pay for the shoe is because of the comfort. I just read the last review if she got a fake bag, then these shoes are 100% fake! I got conned. You guys are good you advertise off the real site, probably copy shopbob and intermix and you fooled me but my feet killed. I now know why and it sucks!

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 SSENSE 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.

Please disregard all the negative reviews lol. SSENSE did get back to their customers, but it may takes some days depending on the urgency, as you also know they suddenly have like tons of complaints so they were super busy to solve those, I recommend that you guys don't just read review here, Read on SSENSE social media page and click on those negative comments and see those profile, most of them are shady fake profile. I'm glad that I gave them a go and I received my item in perfect condition :) They ship the next day after I placed the order even though it was weekend. Also I read that many orders got delayed in the past few weeks because Canada was on a strict lock down, which is understandable that they don't have enough man power. I think everything are back to normal now. Great website, great customer service, they way they reply my email was polite, pleasant, immaculate and very professional. Nina even went extra miles and provided extra information which is very useful in email. Great discount too. Just hope that they could offer free international shipping sometimes hahaha.

Lost $2200 to them for returning winter coats that SSENSE said they never received.

I bought 5 coats and kept 1 coat. I returned the other coats in the boxes as they came... individual boxes taped together and a fixed the one shipping label that was provided to me.

Two weeks later, one coat return was processed. I called the customer service line, waited an hour on the phone to find out that they "never received the other jackets".

A few days later one of the jackets I returned somehow was sent to me again. At that time customer service was quick to make sure I can return the jacket. Since I wasn't getting anywhere with them, I went through the dispute with my credit card company. Five months later, they insisted on the charge and charged me again.

I proved to the credit card company that someone at Ssense signed received a package that was 8lbs.
The customer service representative insisted that the 4 jackets would have been 12lbs. That's BS because I kept the heaviest jacket and that around 1lbs. Their whole system is flawed!

1) why would they provide only one shipping label for all these jackets? If they indicated 8lbs for all those jackets, why would they now say 8lbs is lighter than all the jackets they received?
2) if they didn't receive my jackets, why did one jacket got returned to me?
3) worst customer service and sketchy "resolution". They sounded willing to help as a response to my bad review on Truepilot. But the representative via email was nasty to me.

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 SSENSE 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