“Imagine my surprise and disappointment. I ordered some shoes from SSENSE - a $207 pair of MARSÈLL derbys, and a $76 pair of adidas Stan Smiths. The MARSÈLL shoes are great! The Stan Smiths are a little small, so I return them right away.
Upon receipt of the returned shoes, SSENSE claims that the box - not the shoes, mind you - is “damaged” in shipping - and sends photos of a truly comical and impossibly unbelievable amount of damage from just shipping - and refuses to refund the shoes. Frustrated as a long-time SSENSE customer, and getting no where with unfriendly customer “security “ (not support) I had resolved to sell the shoes on a third party app and vowed never again to shop at a store with such customer-unfriendly policies.
With no provocation - I don’t myself abide by SSENSE’s shady policies and never would refuse an expected delivery - SSENSE threatens:
“Please note that should you refuse its delivery, or should it get back to us, we will be discarding it without a refund upon reception”
What a truly trashy line from a truly trashy company that values its products as little as it values its customers. If there is the slightest chance you will need to return a future SSENSE purchase, do yourself a favour: buy it on Amazon instead.”
“Worst experience in online shopping I’ve had. I do most my shopping online but never experienced bad service such as on SSENSE, will never use again. You will never be able to speak w/a manager to get clarification if a problem occurs at their fault, never get an email from the same agent and no one communicates w/another within the company, very frustrating. After over a week having the charge on my cc and no tracking forthcoming, SSENSE cancelled the order w/o explanation, only crediting my cc w/part of the original charge! Use Farfetched, YOOX, Mr.Poster, even TRR or Vestiaire if desperate, SSENSE was a total waste of my time!”
“I’ve placed an online order for an APC bag on 6/30/2024. I’ve received a $50 plastic slides instead of an APC grace baguette bag!! today is 7/22/2024, i haven’t heard any explanation or update from customer service regarding the issue! THIS LEVEL OF SERVICE IS UNACCEPTABLE!”
“Really disappointed with my SSENSE experience. Their security team took ages to respond, and I found out you can't ship to an address different from your card - super inconvenient for sending gifts.
Spent about two hours on their support chat trying to figure things out. The agents seemed to only use pre-written responses, which wasn't helpful at all. It felt like they weren't really listening to my problem.
In the end, I had to cancel my order and repurchase with express shipping, costing me an extra $13. Now the gift's going to be late. Not cool, especially for a present (That I ordered with more than enough time to take advantage of the free standard shipping).
It really seems like SSENSE prioritizes their policies over customer satisfaction. After this present ships, I'll never shop here again after this hassle. If you're considering ordering from them, maybe think twice. (Order 25913975213142)”
“Bought 2 pairs danners used courier company eould not leave in my safe spot giving me run around for almost 2 months probably lost $1100 NZD AND DONT HAVE my boots.
Asked for references numbers
Ticket no 36702707
Also 36767357
Discourage using this not good service”
“I have never dealt with a company as unorganized and unprofessional as SSENSE! This was my first purchase from this company but I guarantee you it will be my last. The customer service is terrible, I’ve been promised call backs and yet I’m the one calling to check up on an item. It’s honestly the biggest headache I do not recommend buying anything from this sight. Especially if you’re on a timeline.”
“This company in total fraud! Do not buy!! I've ordered jewelry on Sale worth 606$. When I received the parcel I was shocked to discover very cheap looking low quality jewelry from company that supposedly sells luxury and high-end garments. I've packed all the items and sent it back. I didn't heard from Ssence for more then two weeks and then I finally received an email stated that one of the boxes came empty. The representative explained that possibly at UPS it wasn't packed properly and missing item got lost. She asked for receipt and UPS address. I've sent an email with requested info and stated that I've sealed an original box myself. The next day I received refund minus 93$. I've contact customer service and representative was very rude to me. She said that they deduct taxes and duties that was paid when they sent me the package. After I've mentioned the email I received she suddenly changed her mind and told me that deducted amount is covering missing item. The whole conversation she was rude and hang up on me. It's not a first time that I've ordered from this company and previously had problem as well. I've order designer shoes and received it stained. Save your money and peace of mind and buy somewhere else!”
“Do not order from them. Second time ordering, yes, I fully regret it. First time, they sent me a damaged Marni bag. The top flap was a bit bent out of shape but considering the discount I kept it. The second recent and my LAST time with Ssense, the Lemaire bag is still processing for a week. The delivery date the website indicates when purchasing is fraudulent. I filed a claim with my credit card company. I've been in communication with their customer service & they've provided some bogus excuse about changing to a new shipper company. I don't believe them. By the way, the Marni bag came with no dust bag and looked as though it basically just thrown in the box. I should have paid the $200 more from the Lemaire website and purchased it there. Regrets but no more Ssense.”
“Fraud! For 11 days since payment I have not received information about shipping or refund. The application form on the website does not work. They won't notice messages on messenger. They don't respond to comments on Facebook. 100 euros in minus 😞”
“bought these shoes from Sophia Webster, a very expensive brand. However, the quality was extremely poor; the strap was loose and low-end, and it fell off. It's disappointing that a brand of their caliber would produce such subpar products. When I contacted customer service, they didn't take any responsibility and didn't even bother to send a replacement strap. I'm shocked by their lack of accountability and won't be shopping from them or their website again. Their poor quality and terrible customer service are unacceptable. It's frustrating that they refuse to acknowledge that the fault lies with them for creating a shoe with such a faulty strap.”
“Whatever you do don’t buy from sense, it has been over 6 weeks of return and every time I call they say they haven’t received the return package. Over 500 dollars and it’s been 6 weeks, no date on my refund and they keep telling me to check back. How does it take over 6 weeks to process a refund?”
“Thieves! This website is an absolute scam. I purchased $500 worth of clothing (via pay in 4), which was not as described on the website. I returned the item and heard nothing for weeks. I contacted them via chat and they confirmed that they had received my item on 23 April. They told me they would refund in 5 days. Two weeks later still no communication, still no refund AND they keep taking my payments out of my account even though the confirmed they received my return weeks ago. They are not able to provide a date of when my refund will be processed or put a hold on the payments they keep taking for a product they have had for weeks.
Stay away from this website and buy from the reputable sites. I will never shop here again.”
“"Customer service is run by a bunch of incompetent morons .Should call it "Customer Disservice "
Nobody gives a damn about helping out in a timely matter.You have to explain the simplest things over and over and they STILL don't get !”
“It’s a total scam, I don’t even trust the quality of the products, I ordered two items, got one shipped, spoke with an agent that said it’s 2-3days for shipping, spoke to the next after 3days and he says it’s now 3-5 days now the last joker says it’s now 4-6days. Please I advise you guys not to buy headache with your money. I haven’t received the second and the most expensive item in the order. SSENSE is a scam website that’s all I know.”
