I've purchased from SSENSE for years. Usually during their sales I'll grab an item I had my eye on. I'm not rich but I have a decent income and like to treat myself. For example in July I spent $800 with them no issue.

On August 16th I order the jacquemus Bisou Perle Bag. It was on sale so I finally decided to pull the trigger. It arrived on the 19th and I noticed there was an issue with the zipper. I emailed on the 20th with images of the issue asking if they did exchanges. I got an AI auto reply and was sent a return shipping label. I still wanted to talk to a human so I emailed again asking about returns and was told they don't do returns. I also spoke to a CS rep via chat. I wanted to make sure I got the same sale price and they said I could return the bag and order another one just to make sure I get it at that price. Something told me not to do that and I am so happy I didn't.

I returned the bag with the return label that was sent to me. Packed the bag up in the same box. I had this bag for less than 48 hours.

On August 22 I received an email saying they'd received my return and to expect a refund in 3-5 business days. On August 31 I reached out asking where the refund was. I was told that sometimes it can take longer. They also asked for a receipt from the return as well as the post office I returned it too. I provided them with all the requested information. What ensued was a series of back and forth emails with different customer service agents. Each one whether it be via email or chat told be soemthing completely different but constantly being told they were "working on it" and they'd get back to me. They were always "investigating" I'd even called them. When I called the customer service told that me they never received my package. She also said they didn't send an email stating they did, which was crazy and I read that email to her.
Every time I spoke to someone, everyone said it was being escalated, someone was working on it. At this point it was September and I was thinking maybe I just need to do a chargeback with my credit card company. I was told by one of their customer service representatives named Krystal (September 4th) that I shouldn't because this could impact the investigation. Again I shouldn't have put any faith in these people and I should have just done my charge back from then.
I was on vacation in the second week of September and I actually chatted with them again to check for an update. This is when
I was informed that they had finished their investigation and that they weren't returning my money because they allegedly never got the bag which makes zero sense because I had the bag for less than 48 hours and shipped it back to them! As you can imagine, I was beyond pissed and frustrated and freaking out that I would be out that much money. I was also annoyed by the fact that no one reached out to me. Since the exchange telling me not to chargeback no one reached out! No email to say hey I finished the investigation! No one to explain to me why. They emailed me saying they received my package but now we're saying they haven't received it and now the woman in the chat was telling me I should do a chargeback after initially telling me not to!
This is around the time where they started ghosting me and customer service stopped responding to my communication. I truly think customer service is on the decline especially in Canada and at SSENSE it's probably the worst I've seen in a long time. There was no accountability. No one knew what was going on. No one reached out to me. They just took $600 of my money and stopped replying to any of my emails.

I was beyond stressed at the point. I applied for a chargeback with my credit card company and I would check it every day to see if there's been a resolution. I also emailed SSENSE a few times after that and I was ghosted. One person did reply asking for my receipt again which I had already sent and I asked them if they wanted me to send it again and they never responded after that.

So what happened to the bag? Did someone open it mark it as returned and then keep it for themself? Leaving big me to take the L and be our $600+?

I am so happy that my credit card company ruled in my favour and I got my money back. I'm so happy I had all the receipts and emails to back up my claim. I had all the proof. As of October 9, the case was closed and my credit card company reassured me that the credit they put back on my file will not come off of it.

This is just a warning to Canadians and anyone that shops at SSENSE to be aware that they can scam you. I've had previous good experiences with them, but this left such a sour taste in my mouth and I don't trust their company or their customer service anymore. The quality of service has declined. The fact that they were fine with taking such a large sum of money from a customer and not even reaching out to me to let me knowit was so disrespectful. Please be aware.