SSENSEReviews 1,203

I sent them a direct message on here as they asked me to do that they could follow up with my previous review and they did not respond. It seems like they just send those to make people who come here think the issue has been resolved but it has not. Do not make the same mistake I did... do not shop here it is an incredibly frustrating waste of time only to have order cancelled 6 different times. Terrible customer service, people joke about how nice Canadians are but apparently not those working at ssense.

My order was cancelled after they 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

Ordered a sweater from Polyvore. The address on the bag was a street in China. When I opened the bag the sweater had a strong chemical smell and I mean STRONG! I soaked it in cold water and Woolite for 1/2 hr. Then changed the water and added more Woolite then hand-washed it. Laid it out flat to dry. It still smells. Can't ware it because it shrunk even though I used cold water. I believe anyone who gives this company 5 stars must work for them...

Ssense cancelled my order a week later after I purchased off their site and they withdrew money from my account. After going back and forth with them for a week they requested I reviewed their support and I told them I would submit a review once my order had been posted and received
They then stated "We have tried everything we could do to process your order, but we were unable to validate the information your have provided." And a few days later the shoe size that I ordered and paid a lot of money for was out of stock.
I have emailed them 3 times asking questions and they are yet to respond.
WARNING- DO NOT ORDER FROM THIS SITE

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 they 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!

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. They 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've always liked browsing ssense's website and recently I saw a great deal on some Ann Demeulemeester shoes, so I placed an order. One day later I received an email saying my order had been cancelled with no information as to why.

I sent an email asking why my order had been cancelled and got a response which gave me absolutely no additional information, just recommended I try the order again with a different payment method. I tried this and that order was cancelled as well! (Both cards have more than enough money for the purchase.) I even tried using a different email to make another account but to no avail.

Meanwhile the shoes I wanted had sold out... very disappointing.

UPDATE
So, I finally returned the shoes and they 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.

Ordered a wallet two days ago, arrived in great shape today. Fast shipping, clear updates, and no hassle. Would use again

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 see these great shoes, they are listed on Polyvore, they come to my email as ads and advertising on websites all the time. They hardly ever have my size, 10. A total waste of time.

I bought a Alexander McQueen shoe from ssense, it's a sales item with spike design on the shoe. After receiving the parcel and wearing the shoes out for only few hours the spike actually fall off and I am so so disappointed with it. I didn't expect a shoe that cost me SGD $680 to spoil after wearing it less than few hours.

Please email or call me asap to settle this issue. I don't mind changing to another design if not please refund me.
And I suspect you guys are selling a faulty good as sales item. Please if you guys are not going to handle this issue properly I will never ever shop at SSENSE again and I will inform my friends as well to never shop at ssense too.

Hear from you soon.