I’ve been a loyal SSENSE customer since around the time of COVID. When I first started shopping on the website, everything was great. There were a few occasional logistics issues, but I understood they weren’t entirely SSENSE’s fault. However, I’ve noticed a decline in customer service quality recently. I ordered a Bottega Veneta bag worth over $2,000, but received a completely different color and model. When I contacted customer service, they asked me to check the code on the plastic packaging—but there was nothing there. While they did offer a free return, I was really disappointed by how carelessly such a high-value luxury order was handled. And by the time I tried to re-order, the bag was already sold out. In another case, I returned an item using the return label provided, but SSENSE refused to issue a refund. They claimed they couldn’t find the return label history in their system or in the warehouse. Even after I provided proof and tracking showing the item was delivered, they told me to file a claim with my bank instead. Honestly, it felt like a joke and a complete waste of time and effort.