SSENSE

Update #2
--------------------------------------------------------------------------------...⇄ /> It has been 4 days since I was told by Ssense customer service that the charge will be reversed. My bank account hasn't been credited at all. SSENSE IS SHADY. It's only $2.90, but it's the matter of principle which SSENSE is completely lack of. DON'T ORDER FROM THIS SITE!

Update #1
--------------------------------------------------------------------------------...⇄ /> I called to cancel my order. I thought it was canceled but no. I checked my bank a few days later, SSENSE still did reverse the charge so I had to call again. Another person told me my order was canceled. WTF!. She canceled it again for me.
They said they take the card holder very seriously. Sure they do. Again, it doesn't matter what they say, I stick to my review about this website. Never order from them again ever.
--------------------------------------------------------------------------------...⇄ /> Ordered on the 19th, ssense charged my bank account on the same day. On the 22nd, I got an email from them saying they charged me again for a small amount. If I can't tell them exactly how much it is, they won't send me my order. I understand the whole extra step to make sure I am not using a stolen credit card. If I weren't in the rush of getting my order, I wouldn't care this extra step.
I even sent them a screen shot of the debit card transaction for the full amount. They still wouldn't release my order. Never order from this company again.

BUYERS BEWARE!

Buyers beware. I just recently bought a brand new Balmain blazer from ssense, or so I thought, and it was horrible. When the Blazer came, right off the bat, the price tag was dangling on the hanger instead of being attached to the blazer as I have seen on my other Balmain purchases as I recently bought another blazer in a different color. It didn't have an extra button that should have came with it, and the jacket does not look new or in great condition with plenty of disgusting wrinkles and signs of minor to some wear. One button on it was clearly loose compared to the other buttons as it was dangling like it was hanging on a loose thread. I called them and after painful and pointless arguments and negotiations, all I can get was $20 to get the jacket to be repaired for the button on a $1470 blazer in which I did not accept. The guy on the phone was not polite and was a bit harsh in his words and the way he was talking. Not good customer service. This may be a little harsh and nit picky, but for a $1500 blazer, this is not acceptable as I work hard for my money. I was suppose to receive a new jacket or SSENSE should have given me some type of discount, but that's clearly not the case and I will never be buying from them again. Good luck to the other people who will fall for this scam.

Order *******723344 gloves

Order Number *******667154 sock(s)

I ordered two sets of socks from Marni December 1, another pair was available but I didn't buy but because I ordered two. Three weeks later SSENSE emails me saying sorry for the delay, when we went to prepare your order we did not have enough. A week later, another email telling me sorry for the delay we are getting your order ready. To date I have no order and no item. I have reached out to SSENSE multiple times and no response. And the other pair online sold.

Mid December I order a pair of Marni men's gloves, which surprisingly enough arrived fairly quick. Unfortunately the gloves where clearly used and returned by someone else (side note, shame on you person who uses the items and returns, it is partially your fault SSENSE is getting the bad review and Marni by default) and I have tried to communicate with SSENSE but no response. Unfortunately SSENSE seems to only provide used torn Marni. No matter what every time I order Marni from SSENSE it's a disaster. MARNI don't carry your line at SSENSE anymore please. Exclusives at SSENSE from you are dirty used items, or sold to someone else.

It is now 2 January and SSENSE has not sent me my items, refunded me or processed my return for the used dirty MARNI gloves only available on SSENSE.

I don't intend to discourage anyone from shopping at SSENSE with my review. It is not brands fault for SSENSE's lack of quality control in its operations. Luisa Via Roma does not play around and LVR could get you a paperclip to the moon in pristine condition. Why can't you SSENSE. The product selection is stunning but the operations don't match the products it's trying to deliver. I am not sure SSENSE is equipped to handle luxury anymore in the current climate.

Further, after you were unable to deliver my Bottega backpack, which I had to pick up my self you sent me your magazine and offered me a 5 percent discount because of the trouble. I have not used it to date and won't. It is insulting first because it doesn't cover taxes, I mean really. And tons of money is already being spent, I simply want the same courtesy extended to me you probably have for better color clients let's say. But what is most insulting is your magazine.

No one is calling your business SSENSE (as in essence), everyone calls it sense. And for you to send out a magazine meant to be called ESSENCE, you are demonstrating your complete lack of cultural knowledge. If you are not sure what I am referring to, look up Essence magazine.

I used to think SSENSE's model styling was unique and exciting. I used to think you should lean into it more. In hindsight you are just creating caricatures with others' cultures.

You are called sense, have some dignity and find some common SSENSE since you can't find my order.

I placed an order on December 14th, 2017 and made sure that SSENSE would arrive well before Christmas. I chose express shipping and my estimated date of receiving my order was 12/19/17. I tried to contact Ssense via telephone from 12/22 onward but never got through until 12/27. All the while, online tracking showed that the items were stuck somewhere in Canada (where Ssense is located). They told me they needed to allow 2-3 weeks to conduct an "investigation" into what happened to the items. I don't understand why it takes 3 weeks to find out where the items are, but in my opinion, they were just buying time to see if the items would show up. Fast forward to January 23rd (almost 40 days after I placed my order), after many calls, much insistence on my part to receive a refund, I received a refund for the items I wanted to purchase 40 days ago... and the worst part is, I spent maybe 2-3 hours of my time, that I will never get back trying to right the horrendous service of this retailer... no compensation/ renumeration was even offered. I WILL NEVER EVER ORDER FROM SSENSE AGAIN. Whoever is reading this, it is really not worth the money that you are being promised that you will save. Companies like this should not be in business!

I have been hunting for a pack pack large enough to fit my laptop and Saint Laurent has a product sold under the product name "Giant City Backpack" which is 47 cm high (18,5 inches). As of now it only comes in canvas on the ysl website. Interestingly enough SSENSE is selling a product labelled "Giant City" in leather. After a week of back and forth emailing with SSENSE SSENSE confirm that the product is in fact the normal size and not the "Giant" I receive this email:

"Thank you for your feedback.
We will consider to update the product description if that was confusing you. We thank you for pointing out the issue.
With that being said, you may use the measurements provided in the previous email to help with your decision making.
I hope these measurement information helps, if you need further help, please let me know."

In my opinion this is not only a very strange response, everyone can make mistakes, but with this they now also confirm that they are stating false product information on purpose. I can only imagine the problems that can occur if you actually shop with them. Seeing the other reviews online this is a trend from them.

I will never be ordering from SSENSE again. I ordered two pairs of shoes during their Black Friday sale (one pair was on sale, one was regular price) and took the free 7 day shipping that was offered. AFTER I placed my order, I got an email saying it might take 2 full days to process the order. Most designer sites ship the same day (if you purchase in the morning), or next day at the latest. Three days later I got an email saying that because of the "popularity" of their sale, it may take 2 more days to process the order. Meanwhile, SSENSE continue to email me about the deeper discounts on their sale and FOUR days later (so 7 days after I placed my order) I followed up asking where my shipping confirmation was, and if they could expedite the shipping since my item is now taking more than a full 7 days to ship, as well as offer a price correction because the pair of shoes I had ordered a week ago was now discounted even further. They said there was nothing they could do because my order was already "processing" and I should receive my shipping confirmation soon, but said they could maybe reimburse me (a whopping $25 - hardly making any of this worth it). Yesterday, I was FINALLY sent a tracking number, but my item has yet to leave Montreal, a full 8 days after I purchased my item. The estimated time I will receive it is next Tuesday, making it a full 15 days after I ordered. For a Canadian website shipping to a Canadian customer, a 2+ week shipping time within country is insane. I could've ordered from any American or European website and had my shoes by now. The only reason I ordered from SSENSE is because I thought I'd receive my item quickly. Never again. If your warehouse can't handle a sale, don't have one.

This was the second order I placed with ssense. The first one was fine, this one is a nightmare. I ordered 2 items totaling over $1000 usd. SSENSE were both quite small items a card holder and a super mini bag. When I opened the box it was full of tissue paper and cushioning. There was the cardholder, but no bag. The box was damaged, but it didnt appear that the seal was broken. Emailed customer service they say they are going to do an investigation, days go by and they come back and say my order was packed on cctv. I asked for the cctv they said oh we have no wrong doing on our part. And they push the claim to Canada Post. Canada post said oh there were no damage scans despite sending pics of the damage box. Ssense says we arent taking responsibility and neither is Canada Post. I asked to escalate my claim they said its final. And if I want a refund I should file a claim with my bank. So I'm out of $825 from this big company. Shop at your own risk.

So I ordered a bag on their site 3 weeks ago and eventhough it cost more than 2000$, it only came with a dustbag. Yes a dustbag, no cards no box. Box I can understand but no cards are just stupid. Feel like SSENSE sent me a display bag. So I decided to return the bag. Took 2 weeks to be delivered which I can forgive because of Canada Post delay but now it has been more than 5 business days and no update on the return eventhough it had been delivered to them according to the tracking. I reached out to their chat supports, emails and phone calls. All I got was promises it will be processed but still nothing. What is going on with the company now? Sadly this experience will stop me from shopping with them in the near future and trust me I used to be their loyal customer because I want to support Canadian company. Now I feel like Farfetch and Mytheresa have much better service than Ssense.

This is the last time I buy something from this company who manipulate the prices and cant get their act together. I live in Florida and I was attending a trade show in Boston when my fiancé sent me a link of the bag she liked and told me its on sale. Regular price was $685 which was $60 more expensive then the manufacturer price but it was marked on sale at $390. The name of the bag was Black Saffiano Mini by Mansur Gavriel.

As I started going through the checkout on the last page where it asked me to enter my billing address the price changed back to its original price of 685.

I tried 2 times and the price was showing sales price of 390 but as soon as I got the the last step in the checkout process it would change back to original price.

So I took my time and called Support. I spoke to a very nice gentleman by the name of Gregory and explained my situation.

He explained that it sometimes happens but with proves of the sales price he told me that I will be getting a refund for the difference and that I should not worry as long as I send him a screen shot.

He processed my transaction over the phone and I paid full price.

30 minutes after my purchase like he promised I got a support email asking me to send the screen shot and I did.

Today I got a confirmation that he received the image and that was his reply.

Gregory (SSENSE)
Dec 13,13:37 EST
Hi Ber,
Thank you for the screenshots.
I`ve forwarded the price adjustement to the responsible departement.
Please allow 3-5 business for the difference to be adjusted back onto your account and you`ll be sent a new receipt.
Sorry about the late reply, was offline once you replied.

Best regards,
Greg
SSENSE Customer Care

So I responded to the email saying thanks.

Then later he sent me another email that reads the following.

Gregory (SSENSE)
Dec 13,14:24 EST
Hi Ber,

I just forwarded your price adjustment inquiry to the responsible and got a reply back that it was not approved.

Unfortunately this is due to the fact that the particular bag was not on sale on the US SSENSE website but rather the China website. Hence the reason why it showed you the 390USD sale price.

We do experience price fluctuations at checkout when we have a glitch and are normally happy to adjust that sale price for the customer, unfortunately this is not one of those cases as the price of the bag never went on sale on the US site.

Let me know how you would like to proceed in regards to the purchase.

Everything is wrong with the approach because some manager who has no concept of how to respond to a customer issue decided I am not good enough for this sale and accused me that I somehow accessed the website from China refusing to give me a discount.

On top of everything SSENSE already sent the item and now when it will arrive I have to waste my time returning it to them because of their own mistake.

Yes ALL retailers use smart pricing technologies to play with prices in different markets. But if your website had a glitch and a customer sees a totally difference price why wouldn't they honor that price I seen after I received a confirmation from the CSR that I will be getting a discount.

Very upsetting situation and I will be posting about it everywhere I can.

After this experience I will never ever buy anything from this website and I will make sure to deliver my story to as many people as I possibly can.

Horrible and disgusting.

This is the reply I got from ssense to my review:

Reply from SSENSE

Published 21 hours ago
Hello,

Thank you for reaching out to SSENSE.

We are deeply sorry that due to the very high volume of emails we are receiving at the moment, we could not get back to you sooner.
If your inquiry has already been taken care of, please let us know and we will solve this ticket. If you require immediate assistance, please reply to this email and your request will be treated in priority.
If your inquiry has not been taken care, we will do our best to get back to you within 3-4 business days.
Thank you for your patience.
Kind regards,
SSENSE Customer Care

This just shows that they don't read reviews and post an automated response WHICH MAKES NO SENSE AT ALL. I did get a contact from support who promised me one thing and then refused to honor it blaming management.

Everything is wrong with the way this company handles their support.

I love everything SSENSE sell- some of the top designs possible. I get my product with no issue, but they are out of the country. Returns and exchanges could be a big issue so you need to be sure of what you are buying and do your homework to get the best price. They have items that cost thousands of dollars- so you really need to be sure! Worth the risk! Just received my second order from them and it came overnight with just a delay on FedEx's side (Clearance issues have been resolved for your package from SSENSE. Shipment has been released for delivery.) Which may or may not be true since FedEx was slow to even pick up the package. Once in FedEx hands, it was to me in less than 24 hours. Arrived in perfect condition. My suggestion for those with issues is to contact Rami, Bassel and Firas Atallah the owners via SSENSE social media until issue are resolved. They do not sell fake merchandise, however, they must be getting returns and shipping them right back out without checking to see if theives are switching out the real items and returning fakes instead. Ssense appears to have grown so quickly that they are not addressing customer service. They have a staff of 500, but they need more bodies on the ground in order to be more customer-focused.

I bought two items from SSense that came to almost $1000. I came home one day to find an email saying my package had been delivered. But I never received the package. I launched a complaint and did everything SSENSE told me to do, including not launching a complaint to stop payment via my credit card company. A few weeks later I received an email from SSense saying they had completed their investigation and had decided the driver had delivered the package (to my apartment building lobby, or in a hallway perhaps) and thus they were declining my claim. I had included my buzzer number on my purchase and never did they buzz me. The buzzer rings on my cell phone and had someone buzzed me that day I would have indicated that I was not home and that they should leave the package at the FEDEX office which is mere steps from my apartment building. I was outraged to think that SSense delivers packages and does not care if they are delivered to the recipient. How did the driver gain entry to the building since clearly the driver did not buzz me to gain entry? Why would they not leave a note saying they tried to deliver but since no one was home, it was returned to the Fedex office for the customer to pick up. SSense then told me that once a claim was denied, the customer is out of luck, or in this case, out almost $1000. The guy on the phone just kept repeating that there was nothing he could do once a claim was denied and that SSense will not take phone calls or reopen files. Thus, my advice is NEVER to buy anything from this company unless you plan to sit a home and wait for your package to come since it appears they drop packages in buildings and don't bother to be sure the package is received by a person. Then they will merely tell you it is too bad but you are out whatever amount it was. Why would SSense not leave a note to say they had tried to deliver, found no one at home, and thus you need to claim your package at the Fedex office is beyond belief. I am out almost $1000 and apparently have no claim. An outrageous experience that cost dearly. Do yourself a favour and do not buy from this company!

Customer from the U.S.
I have purchased items via SSENSE several times. The items are not bad, but the shipping sucks so bad, especially when it's shipped by USPS which is the worst shipping method. Sadly you cannot choose an alternative method.
SSENSE use basically two shipping method, Fedex and USPS. Fedex does well, but USPS, it seems like SSENSE specialize in make your package missing.
In December, 2018, I made an order and it was shipped by USPS, which was supposed to be "delivered" by 31st, December 2018. However, now it is the end of January 2019, I have received nothing! The so-called investigation took one month, but no real progress has been made at all! The order worths nearly $2,000, and I am still contacting the customer service for my missing package!
Every time when they ship items via USPS, the packages get lost. This has happened more than once.
R. I. P my items delivered by USPS

When one shops online it's not unusual to need to return merchandise. With SSENSE, for an American customer, this is a big hassle on both ends (US and SSENSE) and a big expense.
SSENSE have great merchandise on theirr website, so I thought I would try out purchasing some items from them. I ordered two sweaters, and one of the two didn't work for me. I have never found returning an item so troublesome, either to a US or an international website. Almost every website cultivates customers by making returns easy and either free or inexpensive.

Here are some of the issues I found to be problematic. These are issues I haven't encountered with other companies:

*There were no documents and no return instructions or return label included in the package I received.

*It was difficult to access return information on their website, and explanations do not fully enough explain the procedures, which are rather complicated. With other companies, if one goes to "your account" there is a link to click on to initiate a return, get an RA, etc.

*the US post office didn't like the format of ther return address, and made me reenter it. They needed more information than SSENSE instructed me to enter on the customs forms.

*finally, it cost me over $40.00 (!) to send the merchandise back to them insured. Why would I ever again choose to do this when most other companies cover return costs, or charge no more than $10.00? Moreover, a number of other companies order the same merchandise!

As I read the other reviews here and elsewhere, I hope this return and my refund will be processed in a timely and reliable fashion.

This was my first time making a purchase from Ssense. I have always been a little skeptical with purchasing lucury goods from online sites. This experience confirmed mh worry. Not only did the item arrive without a box. It had nail marks on the inside flap. The first customer care agent I spoke to also kept on telling me marks are to be expected because this type of leather is prone to wrinkles and marks and its only natural. Even though I showed her photos of obvious scratches done by hand. It was very dissapointing.

SSENSE were good enough to show me photos of one from the warehouse in better condition. However when I sent back my poor comdition purse, instead of sending out the good one. They refunded me my money. I have to call back to replace the order. The whole process is absolutely horrible. I will never shop on this site and neither will any of my friends.

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, SSENSE 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!

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 SSENSE 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!

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 SSENSE 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.

Had the worst online shopping experience.
Ordered a t-shirt with express shipping 3-5 days. It took almost 4 weeks to come to the country. During this time customer service representative was trying to convince me that the parcel with the customs, when it clearly wasn't. Because when it did got to the customs 4 weeks later ( the parcel status online was updated straight away) SSENSE hold it for another 2 weeks there = 6 + weeks total, after paying tax and duty, the parcel was released but 2 days later post tells me that the parcel was damaged and they posting it back! So i talk to customer service again, which try to blame our customs once again and saying that a lot of customers having troubles with shipping, i get an email saying that i will get a refund after they will get the item back. That's it! So now i have to wait again to even get my refund. Nobody asked if i want a replacement or anything else instead... no compensation... NOTHING... Honestly i do all my shopping online and this one is by far the worst experience that i have ever had.
Would not advice anyone from overseas to order from this website.

Avoid at all cost! I shipped back 2 gucci belts in one box and the return was only processed for one belt. I emailed ssense multiple times and nothing was done on their end. SSENSE claim that they never received the second belt even though they were shipped back in the same package. When the belts came, there were no gucci boxes, just put into dust bags with lots of wrapping paper inside the shipping bag. I suspect when the belts were returned, the warehouse worker saw one dust bag/belt and didn't bother to look underneath the pile of wrapping papers to See that there is a second belt/dust bag inside the box. After almost a month of meaningless correspondence with their customer rep, I had to file a credit card dispute with my credit card company. Seems to be there is a lack of controls in place at their warehouse. There were so many yelp reviews from customers complaining about the same issues (fake items, lost returns, bad quality, pre owned sold as new). I personally work in the areas of risks and controls and I can definitely tell, from the massive amount of issues reported on yelp plus my own experience, that ssense warehouse controls are broken and cost so many missing items. Ssense then blames these control deficiencies onto the customers when it is suppose to be their own responsibilities. Avoid at all cost no matter how enticing their price may be.

This past holiday season, I placed multiple orders on SSense. Unfortunately, SSense had to inform me multiple times that some of the products that I had placed orders for were actually out of stock. While I can understand this happening once or twice due to human error when it comes to thinking you have only 1 product left in stock (when in reality it's no where to be found), I did not appreciate this happening to me multiple times. When this first happened, SSense did not immediately offer me anything in terms of a discount code to use on my next order or a offer to take a discount off my current order... I had to ask for a code instead. I'm sorry, but if you screw up as the company, you should immediately try to resolve the situation or offer your customers something in return. What I was offered was a lousy 10% off code. 10%? Really? And it was for 1 item, not 10% off an order, AND IT HAD AN EXPIRATION DATE associated with it. Overall, there just didn't seem to be a focus on the customer in this entire situation. When this same issue happened a second time and then a third time, a representative should have reached out by phone to apologize and try to remedy the situation. Do you know how frustrating it is to think you're going to receive something you've ordered to find out that it's no longer available... and for that to happen to you multiple times? Sounds like SSense could use a better inventory tracker. The whole thing left a bad taste in my mouth.