On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
SSENSE Reviews Summary
The overall reputation of the company is marred by significant customer dissatisfaction, primarily due to unreliable shipping and inadequate customer service. Many customers report delayed deliveries and unresponsive support, leading to frustrations with order cancellations and return processes. While some customers acknowledge the quality of products, these positives are overshadowed by negative experiences, including poor packaging and unprofessional interactions with customer service representatives. A common sentiment is a lack of accountability and transparency, prompting customers to question the company's reliability and consider alternative retailers for their luxury purchases.
This summary is generated by AI, based on text from customer reviews
We monitor reviews for authenticity
Unorganized holiday shipping- took too long to hear from company that the pants I ordered will not be available
Ordered a pair of vetement socks from the men's section for my boyfriend. The sizing said they were O/S, so I assumed they were one size fits all for men. When I got them, they were so small they just fit me and I'm a women's size 7. The womens and mens clothing are all mixed into the same sections and the sizing makes 0 sense
I think SSENSE has fast and convenient service, but the return process is slower than the other site such as Farfetch, and I think you guys should have more payment options like Apple Pay. And lastly an apple will be a lot more convenient than regular website.
Had a slight deviation on the front facing jewel of my Alexander mcqueen ring when I got it. Kind of low key upset because of how much I spent. If it was going to be there I wish I was the one that put it there. All good I guess no one died in the process.
I place an order for about $2000 and not only was it on hold for nearly a month, they never notified me why until I called SSENSE customer service after
The first 2 weeks and they told me one item was out of stock. They still took 2 additional weeks to send me the rest of my things after I called SEVERAL times and I would just be put on hold. Absolutely ridiculous
Horrible service. Lack of communication. Sent two emails and didnt get a response to the first one period. Got the second response a week later. Took more than a week to process my product and told me one of my products was no longer available only AFTER they shipped. The email sent wasnt apologetic at all. Sent a third email telling them of my lack of satisfaction. Was offered a 10% code in the email but never actually got the code.
Hi Linda,
Thanks for taking the time to leave us feedback about your experience. We aim to provide friendly, efficient and thorough support for our customers. We are sincerely sorry to hear that your experience fell short of our quality standard. We will make sure that this feedback is communicated to our team and used towards coaching and service improvement.
That said, if you wish to apply the offered discount simply email us at [email protected] and provide us with your new order number.
Best,
SSENSE Customer Experience
Except the fact that i pay express shipping and i didnt receive it as a express shipping. But its ok because the girl on the phone understand well the situation and she was super polite and she reinbursed me
I am quite disappointed to hear this.
Originally, my friend placed the same order for me on Dec. 4, we have waited until Dec. 18, the shipment was never received. As the two items went on extra discount, we sent a price adjustment request, but did not receive any reply.
So we cancelled the first order and place the second one on Dec. 18.
Instead of my friend, I have placed the order on Dec. 18 and paid extra for express delivery. I do understand that it is holiday season and it will take longer than usual. I have tried to call a few times and never got anyone to answer the calls.
Now, one of the ites is sold out. I do not know how to express my disappointment but thank you for letting me to know.
The only thing that Sense can offer me is free shipping which is a joke as the shipping is FREE anyways. Hahaha
Took over 2 weeks for my items to ship, very frustrating. Multiple times in contact with customer service still item waited on hold.
I have been shopping at ssense for many years. It offers versions collections, styles, Brands and excellent customer services. There is no doubt Ill continue to shop here.
A week after making my order, I had no received any shipping confirmation. When I emailed about the status on my order, I received shipping confirmation within two hours and my order arrived in the next two days. So although there was a mistake initially, as soon as it was brought to the attention of staff, it was immediately taken care of, which I appreciated greatly.
I got a mail in a month.
I needed my things faster.
You ruined it.
I don't want to use it any more.
This past holiday season, I placed multiple orders on SSense. Unfortunately, SSense had to inform me multiple times that some of the products that I had placed orders for were actually out of stock. While I can understand this happening once or twice due to human error when it comes to thinking you have only 1 product left in stock (when in reality it's no where to be found), I did not appreciate this happening to me multiple times. When this first happened, SSense did not immediately offer me anything in terms of a discount code to use on my next order or a offer to take a discount off my current order... I had to ask for a code instead. I'm sorry, but if you screw up as the company, you should immediately try to resolve the situation or offer your customers something in return. What I was offered was a lousy 10% off code. 10%? Really? And it was for 1 item, not 10% off an order, AND IT HAD AN EXPIRATION DATE associated with it. Overall, there just didn't seem to be a focus on the customer in this entire situation. When this same issue happened a second time and then a third time, a representative should have reached out by phone to apologize and try to remedy the situation. Do you know how frustrating it is to think you're going to receive something you've ordered to find out that it's no longer available... and for that to happen to you multiple times? Sounds like SSense could use a better inventory tracker. The whole thing left a bad taste in my mouth.
Always love buying stuff at Ssense. Products are great and service is superb! I will always buy from this site and would recommend it to anyone who wants good value for their brand name products.
Ssense was unable to fulfill the order in the time promised, with absolutely no notice. In face it took well over a week for them to even ship the item after the promised arrival date. After not receiving the item when promised, I called customer service who informed me that they were unable to cancel the order at the point, nor expedite it. Each time I called they assured condescendingly assured me it would arrive within two days and of course it didnt. Terrible customer service and complete inability to fulfill orders.
My order took almost 3 weeks to complete with 5 emails and 3 calls.
Call centre que is unreasonably too long
Last winter, discount price goes up&down randomly. Unpredictable. Some of the items, only went on sale for like 2 days, then went back to the regular price without any remind. It is a huge difference compare to the past. Me and lots of my friends, cant make decision to make the purchase at that situation. So the last discount season is like a Chaos.
The order took forever to ship and upon arrival the sweatshirt was dirty and had to be washed. Un DSing the sweatshirt
Hi Jace,
Thanks for leaving us feedback regarding this particular quality issue you encountered with your recent purchase.
We can understand that it can be disappointing when receiving an item that does not meet SSENSE quality standards. That said, a customer experience agent will be reaching out to you to address this matter and provide you with a solution.
Best regards,
SSENSE Customer Care
Items become unavailable after purchase! Was notified after almost two weeks after order placed. There is no compensation given and forces customer to take it or leave it kind of deal!
Hi Bernard,
Thank you for taking the time to write us a review.
We are sorry to hear that you experienced some issues with processing your order. As we can see, an agent replied to you and you are now in good hands. We look forward to hearing back from you so we can work out an appropriate solution.
Best regards,
SSENSE Customer Experience
Just couldve used a little less This is our policy, and a little more Oh, checking your history, you're someone whos willing to spend a couple thousand each year with our site. Let us help you out with that. Oh, well.
From the business
The two storey SSENSE boutique is located on the waterfront of Montreal? ۪s historic district at 90 St. Paul West. Boutique Hours: Monday 10 AM - 6 PM Tuesday 10 AM - 6 PM Wednesday 10 AM - 6 PM Thursday 10 AM - 9 PM Friday 10 AM - 9 PM Saturd...
See reviews as you browse!
Get the Chrome Extension.
Add Extension
- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Cassie,
Thanks you for taking the time to write us a review and we are sorry about to hear about this recent experience. We can understand how disappointing it must be to receive something different from what you ordered. That said, we are prepared to take full responsibility for errors such as this, and our representatives are available 24/7 by phone, email or SMS to address this types of issues.
Best regards,
SSENSE customer care.