SSENSEReviews 1,203

Bought a few items from Ssense for Christmas and one of the items didn't fit so I made a request to return the item and received RA******* but the return label never arrived in my inbox. Messaged Ssense several times and even offered to pay the shipping myself but needed the correct address to mail returns to ensure they would process my refund, NO returned messages.

Have filed a BBB complaint. Buyer beware!

Worst company ever.
I purchased almost $1000 Thom Brown sweater from SSENSE and they sent me a pants, different brand, almost three weeks ago.
I requested refund via email as I can't return the wrong item.I provided picture of wrong item that I received from them and
They said it will take 5 business day for me to get it refunded but it's been three weeks and still no reply.

Update:
I finally got refunded but please be aware that to solve this issue I called SSENSE almost 10 times and finally last person from customer service was able to send me the return label. Previous customer service personnels all keep saying there is other department who handle this and did not give me any solution. Another shocking fact was that when I speak to last customer service, she said my case was closed, so if I did not call again I would never get it returned and refunded. If you are willing to waste your time on calling customer service and wait for almost a month if you happen to get wrong item, you can buy from here. Even if they have good collection, I will never buy again, with this horrible customer service.

If you are outside Canada beware
They charged taxes on my order then after delivery I received another bill from fed ex for taxes. When you look at the customs slip they filled out for border patrol they did not include the taxes (over $170) they already charged me so thus the additional taxation from fed ex. I should have never ordered from this company and should have just purchased from a US based store as it did not end of being "cheaper" although when you purchase you think it is.

Ordered saint Laurent glasses and they back ordered until 1-2 months after my order date. Never shipped it and now I'm gift less. Was a gift to my friend who's currently dying or cancer and now she won't have a gift. SMH!

Used to be reputable and helpful, now absolutely garbage customer service, ignores emails and refuses to uphold warranties etc. Avoid like the plag.

BEWARE OF THIS PLACE! I purchased an order of over a thousand dollars, all clothes. I only returned two items in one return. One item got fully refunded but the more expensive item was rejected for refund. Their reason is the item has smell of perfume. I didn't even try that hoodie on and I DONT USE PERFUME. It doesn't make sense when the other item has no smell while it was returned together with the hoodie with scent?

I read online and SSENSE always uses this method to force you buy certain things. I just got the returned item which I don't want at all.

I will not buy from them again, and will spread this to any possible person I can.

DO NOT ORDER from SSENSE. They are a terrible company. My order has been "Shipped" for 7 days with no movement. Which means it hasn't been handed over to UPS. I've been getting the weirdest most vague responses from them when I asked what is going on with my order, and they take forever to respond. They said "We'll get a response in 2-3 business days for you on what's going on with your order. WTF? It's going to take 3 days to find out what the f*ck is going on with my order? Still no response. The absolute worse customer service I've ever dealt with. Now I'm out of $100. No order in sight and no idea when it will be here. I kick myself for trying to save a couple extra bucks. Do yourself a favor, and do not do business with these low lifes. Also, their website claims they have phone customer service 24/7, which is a lie. STAY FAR AWAY.

I bought a Chloe backpack and got it quicker than expected! No problems! Item is authentic and an awesome buy! $600 cheaper than a luxury store here in the states! Will buy again!

This is a company I will never buy from again. Order Dr Martens boots size 37, i was sent a size 38. When I chatted with customer service I was told that the sizes are different from EU/IT... to put an insole in or wear a thick sock! Because of THEIR mistake the shipping cost of £27.41will come of my refund. They also don't provide and exchange. If I wanted to buy them again I'd have to pay the postage of £17 again, and the boots have went up another £37! But its ok they offered me a 10% discount! Lesson learned READ REVIEWS BEFORE PURCHASING ANYTHING!

I ordered BIRKENSTOCK
Taupe Regular Boston Soft Footbed Loafers
Size: 43 and instead I received women's Lucile combat boots. Customer service was not helpful and required me to send these back before crediting my account and then I'd need to replace my initial order. I will never ever order from this company again. The best they could do was offer me a 10% discount.

This company has terrible customer service. If you shop here, make sure nothing goes wrong with your order because they will rudely tell you that they will not help. I had an issues with a return and when i opened a claim and even though i had proof of returning the item...they decided that they wouldn't help. Shop elsewhere and not with these risky vendors.

I ordered earbuds from SSENSE online. SAMSUNG ear buds ( the unique bean shape in black color - actually a great product!) delivered to me as an used, open box (cut seal tapes on the official Samsung package box) which is obviously a returned item with previous customer's finger print smudges on the charging case and other unpleasant elements of minor scratch etc. on the inside and outside the product. Packaged in a rudimentary plastic bag with some code/sku/numbers on it.

But I am now getting a good customer service feed back and resolution after my complain. SSENSE is putting a sincere effort to rectify the issues for future improvements. I am sure that my experience, though unpleasant, was an isolated incident and most customers are happy with SSENSE service.

I would give negative stars if I had the choice. I waited for hours in online chat to talk to a CSR who typed one sentence very 5-10 minutes for a simple price adjustment. In the end, the problem was still not resolved. They will contact me by email. Compare to any other website, it's pathetic.

Ssense is fine until they mess up your order and your package is lost while you're left dealing with hours of customer service calls and emails with them and the postal service.

All the while they'll hold your money hostage and ask you not to dispute the charge because the item's 'might' arrive. If you express concerns that what you ordered will be out of stock by the time their investigation wraps up, they'l tell you to buy the items again. And when you do, they'll mess that order up and it will wind up in the limbo of customs.

So exactly 1 month from your original order that they failed to put an accurate address on, you'll have no items, they'll have your money, and nothing more. No accountability on their end. No good faith to their customers, not even a little 5 dollar coupon for your troubles. For the stress and nightmarish retail experience they've just put you through.

Ssense does not care about its customers. It honestly feels like they might even hate them.

I placed an order and two weeks later it still hadn't shipped. I kept emailing and received just one standard response saying it takes two business days for something to ship and to be patient. Prices may be lower but it's not worth the hassle.

I used to order from here all the time with no problem. I was always impressed by the shipping times, even in Covid. But now, sometimes the order status will be stuck at "processing" for weeks. The last time this happened, after several chats with customer service who always gave me the runaround, someone finally admitted the item wasn't even in stock and gave me a refund. Now I've tried to order again, and the order is processing for a week, then the shipping label is finally created but still doesn't ship and stays this way for days. I don't know what happened to Ssense. It was so good but now I will just order from someplace else. It's just not a reliable business. And what's worse, customer service will lie about the delay and provide as little information as possible. Not helpful.

Disappointed in doing business with this company. I purchased an item a week ago and avail the option for a priority shipping (3 business days). It's been a week now and still don't have my package. Their call center agent cannot address the issue and all they give me is a bunch of "apologetic words" with no capacity to resolve the issue..

I bought my friend a Jacquemus purse from SSENSE and didn't open it before giving it to her (because it was a gift) and at her birthday dinner I embarrassingly realized they sent the correct bag in the wrong colourway. I emailed their customer service to rectify the situation, thinking they would make an exchange easy since it was their fault and I provided all the requested proof. They told me I'd have to return the bag (keep in mind a refund will take several days AFTER shipping it out) and then buy the correct product, which was by then NOT on sale - and they did not offer to price match or offer any sort of compensation even though it was their mistake. Won't shop here again, terrible customer service policies in place.