U
/u/rolam80
Guest
Purchased a rather expensive order in mid-December from SSENSE for some pants which were going to be Christmas gifts for family. Because these items were so high value I was monitoring my tracking number like a hawk.
Delivery day comes, and in-between work I check to see if my package was delivered. The route this package took was from Canada Post, then handed off to USPS, and the USPS post office delivered it mid-day.
Well, my heart rate starts going up because normally what happens with an expensive package delivery is my building signs for the package and I get an email immediately that it’s being held in office storage for me to pick up. I don’t receive such email.
I go down to my office. They confirm USPS hasn’t stopped by yet. I immediately run over to a neighboring address where packages are frequently misdelivered to. On my way I check USPS and see the package was signed by a “G.G.” who is not me and not any of the staff at my building. When I get next door I ask if USPS had stopped by. They say yes. And I ask them if they have a G.G. here, and the receptionist confirms that those initials are theirs. I come to the realization that it’s not legal to be opening mailboxes so I don’t even bother haggling to get them to try and retrieve it, but I ask them to contact the owner of the apartment unit to please return it to them/me if/when they see it. I figure I’m starting to get shit out of luck now at this point and my heart rates rising further. I’ve never had a package misdelivered before and it just so happens to be one of the most expensive ones I’ve had shipped…
Cut to all the correspondence now.
USPS: I ask them to do a search request. They confirm in writing the package was misdelivered (proof of delivery is wrong of course), and they couldn’t retrieve it. They also confirm that neither SSENSE nor CA Post followed up on any claims. Relevant because…
SSENSE: Their claims team denies my request because “a courier” says delivery was successful “because of GPS.” They refuse to give me any more information. Which courier? What are the claims ID(s) so I can see what this information is? Why is USPS confirming to me they in fact misdelivered my package. Their customer service is nonexistent besides having timely responses— total bullshit.
CA Post: Reached out to me about my package after I started a claims request with SSENSE. I figure they checked the package went somewhere, never contacted USPS, and just told SSENSE whatever would minimize their liability (“GPS”). I’m still waiting for any info from CA Post but I don’t know if they’re just going to tell me to piss off or not because I’m not the shipper.
And of course re: this review. SSENSE refuses to connect these dots or acknowledge my written correspondence with USPS, failed proof of delivery, etc. They are failing to do their claims investigation and they are refusing to reimburse me. I’m effectively being stolen from now and this is from a “reputable” luxury retailer.
I refuse to buy from this store again. I suggest other people shop elsewhere as well. I’m waiting now for my credit card company to hopefully do their job in handling this claim.
I’m really curious if other people have had this experience. I tried early on getting in touch with a manager and I can’t get past some entry claims rep who is refusing to answer any of my questions.
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Tl;dr Expensive order misdelivered and SSENSE claims fails their job reimbursing their customer. They also refuse to provide any information (which may or may not make them seem liable).
DO NOT BUY FROM SSENSE
submitted by /u/rolam80
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Continue reading...
Delivery day comes, and in-between work I check to see if my package was delivered. The route this package took was from Canada Post, then handed off to USPS, and the USPS post office delivered it mid-day.
Well, my heart rate starts going up because normally what happens with an expensive package delivery is my building signs for the package and I get an email immediately that it’s being held in office storage for me to pick up. I don’t receive such email.
I go down to my office. They confirm USPS hasn’t stopped by yet. I immediately run over to a neighboring address where packages are frequently misdelivered to. On my way I check USPS and see the package was signed by a “G.G.” who is not me and not any of the staff at my building. When I get next door I ask if USPS had stopped by. They say yes. And I ask them if they have a G.G. here, and the receptionist confirms that those initials are theirs. I come to the realization that it’s not legal to be opening mailboxes so I don’t even bother haggling to get them to try and retrieve it, but I ask them to contact the owner of the apartment unit to please return it to them/me if/when they see it. I figure I’m starting to get shit out of luck now at this point and my heart rates rising further. I’ve never had a package misdelivered before and it just so happens to be one of the most expensive ones I’ve had shipped…
Cut to all the correspondence now.
USPS: I ask them to do a search request. They confirm in writing the package was misdelivered (proof of delivery is wrong of course), and they couldn’t retrieve it. They also confirm that neither SSENSE nor CA Post followed up on any claims. Relevant because…
SSENSE: Their claims team denies my request because “a courier” says delivery was successful “because of GPS.” They refuse to give me any more information. Which courier? What are the claims ID(s) so I can see what this information is? Why is USPS confirming to me they in fact misdelivered my package. Their customer service is nonexistent besides having timely responses— total bullshit.
CA Post: Reached out to me about my package after I started a claims request with SSENSE. I figure they checked the package went somewhere, never contacted USPS, and just told SSENSE whatever would minimize their liability (“GPS”). I’m still waiting for any info from CA Post but I don’t know if they’re just going to tell me to piss off or not because I’m not the shipper.
And of course re: this review. SSENSE refuses to connect these dots or acknowledge my written correspondence with USPS, failed proof of delivery, etc. They are failing to do their claims investigation and they are refusing to reimburse me. I’m effectively being stolen from now and this is from a “reputable” luxury retailer.
I refuse to buy from this store again. I suggest other people shop elsewhere as well. I’m waiting now for my credit card company to hopefully do their job in handling this claim.
I’m really curious if other people have had this experience. I tried early on getting in touch with a manager and I can’t get past some entry claims rep who is refusing to answer any of my questions.
—-
Tl;dr Expensive order misdelivered and SSENSE claims fails their job reimbursing their customer. They also refuse to provide any information (which may or may not make them seem liable).
DO NOT BUY FROM SSENSE
submitted by /u/rolam80
[link] [comments]
Continue reading...