SSENSEReviews 1,203

I bought a sweater, and it has white spots all over it. I wanted to return it but the customer service said it was the actual design so it was not entitled a refund. The pattern design is described as "faded," but this is tainted. Horrible experience.

SSENSE online live chat customer service is now atrocious, if you ever get someone called Mylene+Nyjah just end the conversation and start the live again to get someone else to help you. They make you wait over 20 minutes for a response, and by the time they reply. They don't even read your message properly and just copy and paste a responses over and over again with 20 min wait times in between. Mylene was calling me an abuser, when I never said anything rude, not once. I only contact live chat because i was simply was trying to make an enquiry about a price adjustment of a particular item. Customer service is utterly disgusting now, they have zero care for your enquiries and don't even bother to try help you in the slightest. I've been shopping here for years, and the one awesome person that always helped me doesn't work there anymore,
KEY NOTE: AVOID LIVE CHAT, AVOID MYLENE, AVOID NYJAH

I needed them for a shoot they wouldnt even give me a refund since my bank is handeling the dispute... v v unprofessional

I had ordered a bag costing almost $800 from ssense and it came with a defect. It came in terrible packaging (a literal plastic bag with my item inside). I had contacted customer service and they only offered $10 to fix my bag. Seriously? $10? After that I was going to return the bag so I had checked the return slip and the value was $100 less than what I had paid. Meaning I was going to be refunded $100 less than what I paid for THEIR mistake. I was extremely appalled with the service from such a big company and will not be shopping here again. I am absolutely disgusted with the way they handled their customer service to me and unethical behaviours of hiding the fact they only offered $10 on such a big defect.

I always loved shopping at ssense. It was one of my favorite online shopping stores. In the last year till now there customer services has gone way down, as well as there delivery. I used to receive my items in 2 days. Now I wait for weeks to receive my items.

I'm writing this because I am a private client. I placed an order for $3,405 which arrived in my local post office. I received a call from the post office telling me I had to pay $600 for a custom fee that the merchant (Ssense) didn't pay. WTF. I was so upset. I called Ssense to speak to someone and no answer at all. I can't get a hold of anyone to explain my situation. Aside from that my Rick Owens that I purchased ans ssence charged me for them was never on my order when the post man called out the items in the package. This is so sad and bad. I need help. I will never order from here again. They lost a 12years customer. I'm going to go with Farfetch. WAY BETTER SERVICES.

DO NOT SHOP AT SSENSE. THEY FELL OFF AND I THINK THEY WILL WIND UP LIKE BARNEYS NY WITH THE WAY THEY GOING.

This company easily use to be a top retailer that offered luxury goods, not anymore. They have completely plummeted the lack of customer service, shipping items on time, and having a high standard to deliver excellent service no longer exist. Items typically sit for days and then you will face delays with customs, the website isn't updated with accurate inventorying the live chat never works. If someone even reaches back out to you they give typically give responses that provide NO HELP, their prices are better however the hassle to get them really makes it not worth it to shop with them, so I recommend don't!

I orderd belt cost more then $600 and I haven't received the package and i complaint to the customer service… after 3, weeks of investigation and they declined my complaint and now no belt and lost my money…. Best advice, don't purchases anything from these scammers

I bought 3 shoes and 1 pair of slides. I wanted a size 7 for all the shoes but had to get a 6.5 in one pair because it was sold out in the 7. I have been trying to call back and try to get the shoe in the 7 as it had reappeared on their list. I called 2 days in a row one time missing the call back, they only call back once. I waited 4 hours for that call back. Then I tried again another day and was outside of their hours and the offered Facebook msger to contact them, well I don't have face book. Then I got ahold if a lady (after the weekend as they are not open) and she said they no longer have the size 7 again. But seeing them on the site after the call I called back the following day and the man said because it had been 14 days I would have to buy them and return the other ones that they would not exchange the size. I had bought them on sale and now they are full price so i wasnt going to do that. If it didn't take so long to get ahold of you guys and given correct information the first time I wouldn't be past my 14 days of exchange. Thanks so much for nothing.

I was on a vacation in Canada and decided to order something from their website. I ordered it on 7 July at 9 AM and decided to pay for Priority Shipping since it said that it will arrive in 1 day. The next day comes and there is nothing. I message support and they apologize to me and reassure me that it will be shipped that night (7th July) and that I would get a refund for the priority shipping upcharge. In the meantime, I have a flight on 9 July and I have to leave Toronto in the late afternoon.

At midnight on 7th July, the package has not yet been shipped. I contact support and they first try to tell me that the priority shipping is 2 days and not 1 day as it said on the checkout page.

Then when I tell them that I want to get it delivered to another address within Canada but they tell me that it is not possible and that they will be able to deliver my package to the previous address on 11th July (long after I have already left)

Quality check and packing not up to standards. Products sent does not look new. Prices fluctuate regularly both for men and women (same product more pricey for women vs for men) and they change that up and down during sales which puts a lot off.

I ordered a father's day gift for my husband on Ssense. After a week, I have finally received the package, but the warehouse sent a completely different item instead. I contacted the customer service right away, but the service person didn't even apologize for their mistake, only requested me to return for refund. According to FTC law, the unordered merchandise you can keep it, I don't have the obligation to return it, but clearly Ssense ignores the FTC law. I am a mom taking care of the baby myself, I don't have time planned for returning the item, plus Ssense ruined my father's day plan. With communicating with the agents back and forth, they only agreed to refund half of the money if I want to keep the unordered merchandise. It only cost $85 by the way, not an expensive merchandise. I finally ended up paying the package fee myself, taking extra time to the post office, in order to get my money back. My advice: never order from this website! They asks you to pay for their mistakes! You should change the brand name to Nonsense. I am going to report to FTC.

Never got what I ordered. They sent the wrong item 3x, had zero explanation as to why, or if the product I purchased even existed. I spend multiple thousands of dollars with ssense every year and they offered a 10% discount but no resolution ever came. Separately, I tried to purchase something else recently despite my better judgment and the price in my cart went up hundreds of dollars at checkout, and still no answer as to why or solution. Truly the worst customer service and it sucks because I want to buy pieces from them but will no longer shop here.

If I could give a ZERO as a review, I would! My husband and I have been loyal customers for a few years now. They're a great company, until recently where we had two horrible experiences. Still to this day, either of those issues have been handled! First off, I ordered a handbag from them back in December, as a gift to myself for Christmas. It was shipped, but never received it. Apparently USPS sent it back but Ssense claims it was never received on their end. Basically, I'm paying for something I don't have in my possession. Which I think is unfair and ridiculous. Second, my husband also bought me a handbag as a gift for my birthday. This time, he received the wrong item. He received 5 shirts!? He complained, and until now, it hasn't been resolved! It frustrates me that we cannot speak to an actual person but rather through live chats or emails! They have not much to say but only sympathize! I don't need sympathy, I need answers and for these issues to be resolved. I loved shopping with them for years but now, I no longer want to shop with them. Smh

So I've been shopping with SSENSE for over 3 years. Now my 2 orders are canceled and my account is blocked, all because I asked why was my order canceled and why are the items were listed with a higher price immediately after cancellation. My account from three years ago is now under scrutiny as soon as I questioned theirs reasons on canceling, But this account is under my name address and email since 2019. Look at the different prices. Shame on you. Is this how you treat customers?

Package came broken and they refused to do anything about it, and i've ordered from them twice and both times were tiny items shipped in a huge box. Huge waste of a cardboard and plastic definitely not eco friendly and on top of that they take like a week or more to process orders.

Dont order from them!

After waiting for weeks for my order to be shipped... i had to find out, via my account, that they canceled my order, without even telling me that!

And this is after customer service, every day... during these weeks i was waiting..., told me they see my order and it will be shipped very soon...

Bad Bad Bad

Horrible company! I ordered my daughter a beige hat for her birthday, the hat came in a big with no plastic or covering! The hat was too small, we returned it the next day and ordered another size (which I will be returning the other size as well as I will never do business with this company again). I received an email stating the hat can not be returned bc it had stains with pictures attached. The pictures showed stains that were never on the hat. The pictures with the stains were not in the same photo, I requested the pictures be resent with the tag attached and stains to verify that this is in fact the hat that I returned, which they did and the new pictures do not show any stains at all! I plan on escalating this situation as this is completely unprofessional and basically scamming people!

Do NOT shop here. They used to be amazing—they had real customer care and actually had quality control. The company has grown and unfortunately they have failed in almost every aspect. Items are no longer of expected quality… beat up, damaged or just plain missing! I used to spend $10-20k a year with SSense and now I'm done.