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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.
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Quick and efficient customer service, helped with figuring out the right sizing on the item, sent me an email with exact dimensions and the pants for perfectly!
I love shopping at ssense when they are having their sales. Usually shipping is very quick, there was a bit of an issue last Xmas but customer service was helpful in assuring me it would come in time and it did!
Fast shipping here in the USA and theyve price adjusted my purchases when it went on sale! Im definitely gonna be shopping for more! Great job you guys!
I have been shopping on this website for years and always had a great experience, except with my last orders. At first, I thought this was an isolated incident but then EVERYTHING went wrong - offers didn't ship for weeks while I was charged immediately; there was zero communication on the delay; was on hold for hours trying to reach customer service; first offers where confirmed and then I was told the items were no longer available - this was after weeks of waiting and still being charged; it took weeks to get credit/refunds. What is going on in this company? Please get it together!
Shipping was delayed.
The sizing of the shoes was incorrect.
The box was clearly not new, since it was taped and tissue paper was crumpled.
Hi Ellen,
Thank you for taking the time to write us a review and we are sorry 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 would like to help you resolve this issue as soon as possible for you.
We see that your are in good hands with one of our customer experience agents who is working out an appropriate solution for you.
Best regards,
SSENSE Customer Care
Superb customer service and got back to me quickly manner. I love shopping with SSENCE!
Definitely worth every dollar.
My order was shipped 3 weeks after I ordered. I asked to be reimbursed for 2 day shipping. That didnt happen until I called a month later. There are too many other online sites, for me to waste my time shopping here again.
Hi Christopher,
Thank you for taking the time to provide us with your feedback. We apologize for the inconvenience that you might have experienced.
During the holiday season, we experienced a very high volume of orders, which temporarily slowed down our normal processing time, and we are sorry for the inconvenience this may have caused you. We thank you for your ongoing patience rest assured we are making a conscious effort to make the verification process a more seamless experience for our clients' future orders.
Should you have any further questions or concerns, kindly note that we are available 24/7 by phone, email, or SMS.
Best regards,
SSENSE Customer Care
Web site usually contains sufficient details and pictures about the merchandise.
Customer support/services very good.
Free return on defective and wrong-sized items is a nice touch.
It took a little longer than usual due to the seasonal sale but you guys solved my situation and sent me a new ups label so I could complete the return.
Products took forever to ship out and very hard to reach sales person/customer service. Only one way to contact them during the sales period is LIVE CHAT... but have to be on your phone when they respond back to you otherwise you have to start over for the next chat... it's very inconvenient for people who can't stay on the phone all the time like me!...
Customer service call waiting too long...
The answer to the email I sent was also too slow.
I was very annoyed...
Hi Hweeyoung,
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, we are always available 24/7 to answer any of your inquiries by phone, email or SMS. We are once again sorry for any inconvenience caused and look forward to discussing it further with you.
Best,
SSENSE Customer Experience
Ssense consistently carries the merchandise that I want and offers amazing sales. Also the shipping is reasonable and fast.
Great customer service, best shipping service! Always with the best fashion and updates, and always with the outstanding sales! Overall 10/10
Had a horrible experience with buying from ssense
Would never buy from again
Endless delays in shipping, charged express shipping, but held my package and they didnt even know what happen, then lost 3 pairs of my shoes and I was told because they couldnt find it. They never informed me of anything. I had to do all the work while overseas, emailing, calling trying to get things right, while they still couldnt find the lost 3 pairs of shoes that Ive paid for. It was my very first purchase from this company and it was a nightmare from the start
Would never ever buyer from this company again
Hi Dustin,
Thank you for taking the time to share your experience with us and I apologize that your order has been experiencing shipping delays.
At this time we see that your are in good hands with one of our customer experience agents who is working out an appropriate solution for you.
Best regards,
SSENSE Customer Care
Very good customer service easy return its all make sense@ SSENSE I love all products at SSENSE happy shopping
Delayed Delivery, Unclear communication, and when i cancelled the order EVEN before it was shipped, it was still shipped! It was useless to me at that point, and I was out of the country so I could not return it within the return period! So now i'm lost almost $500 for a piece of item I do not need nor can use. WORST shopping experience from an online merchant.
I always have a great experience with Ssense. This time was a bit slower than usual and it's been difficult to receive answers from customer support (I know your team was overwhelmed) but the support that I DO receive is always amazing. Things are processed and questions are answered without difficulties and always result in a positive resolution. The only feedback I have is that during sale and holiday times that you hire some more staff for your customer support.
As far as designer clothing is concerned, I always go to Ssense. They have a wide selection, competitive pricing, amazing shipping options, and a flexible return policy. They curate their site wonderfully, and Ill continue buying from them.
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...
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- 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 Inna,
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.
Best,
SSENSE Customer Experience