SSENSEReviews 1,203

I decided to order something from this company because of good reviews I've seen plus the price of the item was much cheaper there than most other places. The total price with tax and shipping full stop was a good $20 less than everywhere else for their write up front cost before taxes or shipping so that's why I went with it.

I did order on the weekend so I didn't expect anything to happen until 2 or 3 days into the next week. The two business days for processing came and went that they promise and I got no confirmation whatsoever. I looked all over the website and I can't find a cancel order option anywhere or a way to actually speak to a real person. There's no way to see any information except it's saying the same thing it's been saying for the last 4 days which is the order is still being processed. The same thing every other site says once they've already taken your money.

The best I could do is find a chatbot that gives me the same "we're sorry it's taking so long" blah blah. But still no way to cancel the order. I probably could have ordered from somewhere else and paid a little more and at least had a better form of knowing what's going on with the order. Even Amazon for all their problems is good at this. You know exactly when you've been charged, exactly where your order is, when it's being processed and some type of an update here and there for when it's being shipped and when it's out for delivery to your address. You get nothing with this site apparently until the item has shipped.

I've now looked deeper into this company's reviews and there's people saying they've ordered things that made it to them within two or three days and then other things that a year or two later still have never shown up. I dealt with this same problem with Asics actual website in September 2021 and it took over a month to get my order yet they could take my money within 3 seconds of me ordering the product.

I won't be using this site again even with their lower prices because there's no one to get in touch with a real person and there's no way to know what's going on with your order. It doesn't help that it's in Canada so now my money and time is tied up into something where I'm just stuck because there's no way to cancel or refund the order even though they haven't done anything with it since the day I clicked order and it's just sitting there. Just order somewhere else. Pay the extra & order directly from the manufacturer's website or go with a more reputable site such as Zumiez or even Amazon and at least there hope that you get an actual product and not a knockoff. Never again with SSENSE.

I have been a customer at ssense for many years and have spent thousands shopping here. However, I recently had one of the worst online shopping experiences of my life with them.

I placed an order for a pair of knee-high leather boots and received them promptly. I was disappointed when I opened the package because the upper leather was extremely crumpled and spidery. The soles were also streaky (but the item was not dirty). I immediately took photos to document the condition of the boots and filed for an online return. This was all within hours of the package delivery.

When ssense received my return they sent photos of the boots and asked my to explain their condition. I responded sending photos that I took the day they were delivered (timestamped WITHIN HOURS of delivery time) and explained that I received the boots in that condition and had immediately filed for a return. The photos I attached looked exactly like the photos they sent me.

Ssense then just sent me automated responses and refused my return. They entirely stopped reading / responding to me emails (I'm not sure if they ever even read it. Why ask for an explanation if it clearly wasn't going to be considered?) I'm 100% certain these boots had been used or replaced (I don't even know if they were authentic) before I received the order and they are trying to recoup their losses by placing the blame on me.

I called customer service multiple times and they all agreed with my situation--they felt the returns department was extremely unfair and I did my part by taking photos and filing for the return immediately. However, they said that customer service has no way to get in contact with the returns department (also outrageous) and could not assist me. The agents suggested that I file a dispute with my bank (which I am) because there would be no way to get in contact with returns!.

Please avoid shopping at this shady business. They will try to pin their own damaged goods on you and will not respond to any conversation. Even if you take photos as your proof you will be totally ignored. There are plenty of people online who have had similar experiences (look it up please!). Ssense is an unethical business and will try to steal your money. I have warned everyone I know not to shop here.

I returned a pair of jeans. Apparently, they did not receive the return, although I had the receipt from UPS dated 3rd nov. I sent them the receipt and all the other details to resolve the situation. It is now Nov 30th and I am on hold with Robin O. This is my third call with him after numerous emails. Very, very poor customer service. They have waited this out. I called Nov 27th and Robin assured me it was taken to escalation. I did not hear back from Ssense. Robin O is now putting in a complaint file. I definitely would never order from this company again.

So not buy from here! Customs opened my stuff charged me on top didnt get all my stuff and the company won't refund! Disgrace!

Just scammers! Even one star will not be enough here, it's just -0! I ordered £1,000 worth of stuff, a £295 sweatshirt arrived without the original label and a £150 cap came in a ripped bag! A bag for £360 without an original label cannot be packed, just thrown into a bag! In the box there is no information about the product, about its return, invoice, nothing, and I am already silent about thanking the buyer for the purchase. The customer service is simply terrible, they respond with prepared words for all cases, which you have to wait for 4 days, although I provided all the videos and photos of how the £1000 worth of items arrived! I have never met such a service before, it's just one complete shock! Ebay has a better relationship with customers! Why didn't I read all the reviews about these scammers before? PEOPLE NEVER BUY HERE EVER, I will post here as much as possible don't buy anything here!

They lost my package in the mail and basically told me to screw off when I asked them for help. Loss to me.

Excellent service! Initially bought a bracelet, but it didn't fit, so I had to return it. The process was hassle-free, and I repurchased another one. The delivery was lightning-fast, and I received my refund in no time. Highly satisfied! Thank you.

I've been waiting four days just for this company to keep reviewing my order they've already charged my bank account holding my funds but still giving me the run around about my order status. They kept telling me it's under review headed to day five for a 3-4 day shipping process. TERRIBLE SERVICE!

WORST EXPERIENCE, WILL NEVER SHOP HERE AGAIN. Customer Service was very unprofessional, refused to refund me for my order stating that the clothes smelled of deodorant when I didn't even put the clothes on. So I was sent used t-shirts, and when I returned them exactly as sent to me, they are not giving my money back. See below for whole story, unethical business practices please avoid this store.

I bought 3 T-shirts from Ssense in the sizes of 1 extra small, 1 small, and 1 medium. When I opened the packing box it was obvious that the packaged t-shirts were not brand new based on the creases on the boxes plus the sloppy folding of the t-shirts. So these t-shirts that were sent to me were most likely previous returns.

I pulled out the medium t-shirt and it was obvious that the size was too small for me and that it would not fit me. I did not bother to try on the extra small and small sizes since the medium was already too small. I packed everything up and sent the return as is the way the t-shirts were sent to me in order to order a large once I get my refund.

Customer Service, who was extremely unprofessional, contacted me a few days later saying that the extra small and small sizes could not be returned because it has a strong smell of deodorant. This does not make any sense whatsoever, I DID NOT EVEN WEAR THESE T-SHIRTS.

I placed an order that, when tracked for shipping, never moved beyond the initial shipping date. After multiple conversations with customer service over a three (3) week period, I initiated a credit card dispute. I was successful in the credit card dispute, and JP Morgan Chase issued a full refund. When I ordered again from Ssense, they cancelled my order because of this. I would highly recommend Farfetch, Neiman Marcus, Saks, and Bergdorf Goodman in lieu of the deplorable service Ssense provides.

Total website is a scam and a waste of time and money. I was very skeptical because of the bad reviews and because the item i wanted was a hugo boss messenger bag discounted from $191 to $140 i didnt pay it to much mind because it was sold out everywhere else. I purchased it and it got shipped almost immediately. My item came three days later and it was literally a baby essentials shirt. Will contact my bank to dispute this charge i hope yall get shut down

I placed an order with them, they sent me an email after 2 days" we can't process your order" we have to verify that you have access to this bank account so we took a little amount between $1 and $10. I emailed them that amount, then I got another email saying oh this is not enough, we have to send you the order to the billing address instead of the shipping address. I emailed them, called them, I explained why the shipping and billing address are different ( I've never had to do that before) I offered to send my ID Bank statement and whatever they need to make this order haopen. After a lot of back and ford, they approved my order and sent me an email saying that just half of my order is available! Really after making me wait for 10 days! And at this moment while I am writing this the order still not here. You are telling me that the main item I made the order for is sold out! What a joke. Very unprofessional customer service and horrible strategy. While they are putting me on hold for a very unreliable security verification process they just sold my item to someone else.

After several successful orders with no problem I ordered a jacket which did not work out. I promptly returned it and received an email saying the return was received and I would be refunded. After 2 months of checking my credit card bill and seeing no refund I contacted them, first via email (no response) then via phone. The customer service rep confirmed the item was returned but said she had to pass my case on to colleagues to issue the refund. I don't hear anything further and after multiple follow up emails with no response they write back and say they cannot refund me without a copy of the UPS receipt, location of the UPS and date when returned. Uh ok… good thing I saved the receipt. I send this to them, then nothing for several more weeks and multiple emails. When they finally write back it's yet another different customer service rep saying they cannot refund me and need to open a case with their courier service. WHAT?! This has nothing to do with a courier service - they clearly have received the returned item. I even send them a screen shot of the UPS tracking that shows the person who signed for the package. They say that the courier service will be contacting me to investigate and do not under any circumstances open a case with my credit card company as doing so will jeopardize my ability to get a refund (?). Another week goes by and they email to say they have decided to proactively refund me but that the case is still open and to cooperate with the courier. WHY? There shouldn't even be an open case. I will see on my bill if they do indeed refund me but they seem to be scammers. Just please beware when buying from here. If you need to return they will make it extremely difficult. Make sure you keep all documentation and take photos of everything.

I bought a pair of Converse shoes from SSENSE and because the fit was not right, I needed to return the item. I did not know this company is based in Montreal, Canada and had to pay international shipping and export fees to return the item which came close to the purchase price of the item. It also took weeks to get a refund. I now think twice before ordering from SSENSE unless I am certain I will keep the purchased item. A suggestion to SSENSE: consider having a US return address/office to keep customers coming back or offer return shipping to your headquarters in Canada at a wholesale price.

Their automatic robot chat online cannot comprehend basic English and cancelled my order placed on the same day. SSENSE is refusing to honour me with the same price of shoes I paid after THEIR system cancelled my order without my authorization after charging. They should honour the same amount. This is crazy.

NEVER USE THIS WEBSITE!

They claim to have sent the package via FEDEX. The package was not delivered as i wasnt home and suddenly later that day FEDEX marked it delivered 3 hours after not delivering. FEDEX never attempts delivery twice in a day. This is a scam between SSENSE and the courier. Probably fake listings and they always scam ppl. Worst customer support as well. STAY AWAY. Zero Stars if i could rate them so.

I paid $200 for a pair of sneakers from SSENSE last month, only to receive some worn and dirty shoes that was not even the same as what's on their website. Contacted their customer service and was told they would get back to me in 3-5 business days, which they did not, even after me constantly emailing asking for updates. It is only after I returned the shoe back to them they finally emailed me back but instead accusing me now of not sending back the "actual SSENSE merchandise" as you can see from the conversation I've had with them. Now, how am I supposed send back the "actual SSENSE merchandise" you've stated when that's the shoe you sent me? To add onto the incompetence of their customer service, after I responded back, the agent (Anna) marked my ticket as solved, when it wasn't close to being resolved, and ignored me thereafter.

Based on other reviews, it seems that quite a few people has had similar issues where SSENSE is refusing to refund for their own faulty products and placing the blame on their customers instead owning up to the incompetence of their warehouse employees. You're better off filing a dispute with your credit card company because they'll actually listen to you instead of the garbage that is SSENSE "customer service".

My offwhite shoes came that I ordered from ssense and the laces were dirty, I called them & they told me to send pictures & I haven't heard from them since, I Definitely won't be ever ordering from them again.

They shipped the package to unknown address in a different province. I called customer service, sent them the confirmation email that showed my shipping address. No one took responsibility. They asked me to resolve with the bank. It's a fraud, save your money and buy from a different online shop.