“I recently had an incredibly frustrating experience with SSENSE that I feel compelled to share. I placed an order in early February and eagerly awaited its arrival. However, despite the tracking information indicating that the item had been delivered, I never received it.
Living in a secure access building with a diligent concierge, I was surprised to find that there was no record of my package being received. I promptly reached out to SSENSE, including my concierge on the email, to address the issue. To my dismay, I was informed that the item had been signed for by someone named SJ, a name that does not exist among the residents or staff in my building.
Despite providing evidence of the discrepancy and the lack of receipt on my end, SSENSE denied my claim and refused to provide any further assistance. Their customer service representative I spoke with was not only unhelpful but downright rude, even disconnecting the call when I requested to speak with a manager.
Feeling utterly disregarded and dismissed, I am left with no recourse but to dispute the charge with my financial institution. It is disheartening that SSENSE would rather wash their hands of the matter than provide the proper support to rectify the situation.
As a loyal customer who has always valued the quality and service of SSENSE, this experience has left me deeply disappointed and questioning whether I will continue to patronize their brand in the future. Buyers beware, as the lack of accountability and empathy demonstrated by SSENSE in this instance is truly disconcerting.”
“Terrible service. Uninterested boilerplate responses. Do not buy from them especially if you are overseas. Beware your return/exchange cost on shipping back will be the same value as the item at times more. There are much better merchants that make returns and exchanges a breeze. Ssense if really difficult. Not worth the effort dealing with the CS as well. Bad.”
“The item was supposed to arrive on a Friday, but didn't. When I contacted Sense via their chatbot, it said there had been an attempted delivery on that day -- but I was home and did not hear the doorbell ring. SSense said the delivery co would have left a label on the door -- but no label was left there. Then the chat said it had a technical problem and abruptly ceased to communicate.
During subsequent days I looked up the tracking number on the SSENSE website, but there was no update other than "we're experiencing delays." Then, when I called customer service I was told to contact USPS myself, since Canada Post apparently had handed off the item to USPS. (Tip: same tracking # is good for both Canada and USA.) So I called USPS and was told the item was being held at my local PO (!?). I went to my local PO and picked up the package (nearly a week after the delivery "attempt"), only to discover....I ordered a size IT40 but was sent a size IT46. This was not the fault of the person who packed my item: SSENSE actually put their own interpretation of this brand's size on the item, so although the actual item bore the brand's size IT46, SSENSE had overridden that label with their own label marked SSENSE 40. Of course the item is way too big, must return. No desire to go through this again, though I did call customer service to ask them why on earth they would do this, but no explanation given. (Also, I didn't notice till I returned home from the PO with my item, but the PO was supposed to collect CUSTOMS DUTIES from me -- so add that to the price when you buy from SSENSE.)”
“Absolutely diabolical and shambolic service from the security team that deals with refunds, they disregard your email completely and don’t answer your question so they are completely unhelpful, on top of that blunt and cold responses. They need further training on how to talk to customers. The actual customer service team were friendly and helpful but the security team should go back on probation.”
“Worst company ever.
I purchased almost $1000 Thom Brown sweater from SSENSE and they sent me a pant, different brand, almost tree weeks ago.
I requested refund via email as I can’t return the wrong item..I provided picture of wrong item that I received from them and
they said it will take 5 business day for me to get it refunded but it’s been three with and still no reply..
Be aware they might send you cheep item and never refund your money.”
“After 3 weeks, my order has not been processed nor delivered. I purchased on 3 December, paid extra for express shipping 6-9 days. It is now 24th December and not only hasn't it arrived, I have not even received an email to say it has been packed/shipped nor given a tracking number. My money seems to have gone into a black hole. I have emailed, only an automated bot response, I tried to call the customer support line and it wouldn't connect. I would NEVER buy from them again.”
“Stay away from this company.
They are Deceiving, they ship a different item from what is ordered , hoping that you will keep the wrong product for a discount.
Very frustrating to deal with.
Customer service is not responsive.”
“Absolutely no issues ordering from this company in the past. I ordered a few Rick Owens items that arrived before the scheduled delivery deadline which I am super happy about. I am waiting on couple more items and the process so far is top class. I have been ripped off in the past by scammers, so i know the feeling. So far these guys have consistently provided great service so I will be back for all future purchases.
Peace.”
“Pay them money = torture yourself
DONT BUY FROM THEM, YOU WILL REGRET
PayPal case: PP-D-101119969
RA10833301
They sent me wrong hoodie then asked me to return
They got the return on 19 Jan 2021 and said to refund in 5 working days; after that, no response from CS at all then here I am and push me to open case on PayPal and write another 1-star review. They brought me a lot of troubles, esp during pandemic and wasted me a lot of time.
I wanna know how many days I have to leave 1 star until they will finally refund me
SSENSE really deserve this. I can’t understand why they are calling ssense when what they do doesn’t make any senses!
1 STAR DAY 8”
