SSENSEReviews 1,203

2015 review
What I like:
First, I cancelled my order in Ssence a number of times, and I was not charged once. Unlike some other places, I still get charge even when my order was cancelled.
Second, customer service on the phone was not bad for me, it was a very straight forward return request.
Third, I received my refund 2 days after Ssence received my return, that was the quickest online refund I ever had. And this matters the most for me.
Forth, they are duty free with some really good prices for Canada, considering how hard it is to buy some of the luxury items in Canada.

I was contacted from their security team because I had a different shipping address from my billing address. I like to have stuff shipped to my sister's house since she is unemployed and home during the day. I advised them to go ahead and ship to the billing address. Was told my order would be shipped either that day or the next day, as all was now good. Then he next day I get a text saying my order has been cancelled due to security reasons. When I called SSENSE they could not give me any reason my order was cancelled, but that I can re-order if I wanted. I will never buy anything from this company. I wish I would have seen these reviews before I even tried. This was supposed to be a Christmas gift. I ordered on 12/15/15, their site says 2 days for processing and I paid extra for 2-3 day shipping. I was told on 12/23/15,2 days before Christmas, that my order was cancelled. With no explanation of why. Unprofessional to say the least!

I placed my order during the Black Friday sale, and it s been 10 days and still hear nothing. It was suppose to be a birthday gift. So I email the customer service to questioning why. They said: we couldn't find one of your order, so do you still want the rest? They did not even bother to ask me if I still want to wait it back in stock. They just simply telling me we don't have it. WTF
If you don't have the cloth, then why post the picture online? If you don't have it in stock, how can I added into my shopping cart and successfully placed the order. The customer service did not seems really nice, all they want to know is my quick answer about weather I want the rest of my order.
I feel so disappointment on Ssense, and would never shop again.

I ordered a 690 $ product in mid September to be delivered to Berlin. My credit card was charged immediately. Unfortunately the parcel was kept at customs, and I couldn't pick it up as I was too busy. However, this would already been annoying. But if this wasn't enough, the parcel was stored there for 2 weeks (which is common I learned). Today, on October 19th, over a month later, the tracking page says that the parcel is still somewhere at a German postal facility (not at customs though). As you can already guess: I have not been refunded the money yet, though I never received the parcel. Ssense says it has to be physically delivered to their Canada warehouse. I tell SSense: F*** you. The tracking number shows that I never received the parcel, and that it is now on the way back to you. Why can't you simply refund the money? Really? I have to have my bank take care of the matter now, and the insurance? And why do you keep telling me to check with customs, dhl, or whatever institution, when this is clearly NOT my fault? Is this your idea of customer service? That your clients do the job? Never again will I shop on your site.

I purchased a pair of Kenzo logo espadrilles on July 13th 2015 and received them within 3 days! (I live in Ontario). I was very hesitant to make a purchase of ssense because of the very bad reviews on here but since the item wasn't too pricey I decided to give it a shot. Two weeks later, after 3-4 wears, the lettering fell off and I contacted ssense immedietly and they were very helpful. They asked me to send a pic of the damage and they replied promptly and told me they've contacted Kenzo and will get back to me once they reply. In one week I received a reply offering me a refund and a print out label to ship the damaged item back to ssense (shipping costs covered). I told her that I was interested in getting a replacement because I absolutely loved them so the cs representative put a pair aside for me that she would send out once they received my damaged pair. Within a week and a half, I received my replacement pair! The only upsetting thing in my sense experience is that the shoe Quality wasn't that great. I was disappointed that, as a casual shoe, it easily damaged. But ssense was overall great with me, the exchange process was super smooth and easy. Satisfied customer!

SSENSE a luxury clothing brand which provides faulty products to the end user. What a ridiculous and pathetic online store. Will never shop with them again. I purchased a YSL handbag for $1390 USD of their website in Oct 2014. I received the goods about 10 days after the purchase. After a month I contacted SSENSE customer support to notify them that one of my handbag stitch was undone. I obviously purposely wont do this myself and the handbag was hardly worn (only on special occasions). SSENSE after two months responded back to me suggesting that I return the bag to them and they will provide me with a new one. Since, they didn't have the same colour i did not want to exchange it for another style or colour. I asked them to source the same one from the designer. After months of correspondence I agreed to sending the bag back (not worn during that duration) and requested for another colour. It has now been nearly 10 months now and this matter has still not yet been resolved. Their standard response is "we have contacted the designer and are waiting for their response". They now disagreed to provide a new bag or refund the money. I had returned the bag nearly 2 and half months ago and there still has been no solution. The most annoying part is that they initially provided me with a faulty bag. Stitching with any designer brand is covered by warranty. But according to them they are still SPEAKING TO THE DESIGNER.
I WILL NEVER RECOMMEND THIS WEBSITE TO ANYONE. TOTALLY Ridiculous.

Totally ridiculous that a "luxury clothing" company does not have an EXCHANGE policy. They expect you to return items and process a refund back to your card and buy the item again outright, even if you simply need a different size of the same item. This it absolute nonsensical BS and a waste of time. It took me 3 weeks from start to finish to simoly get the size up of the same pair of jeans. When I called customer service they just quoted company "policies" and other faux-apologetic canned lines and hung up the phone. While their clothing is nice, customers are much better off buying from other more reputable stores with better policies like Barneys New York or Luisaviaroma, both of which treat their customers with the service and respect they deserve. Do not buy here.

After having a bad initial experience that may have been triggered by faulty communication, I finally got news from Salvatore, Customer Service Agent at SSENSE handling my complaint that my refund was approved. I think it is only fair that I make everyone aware that while this process was taxing and draining, it had more to do with banking problems than SSENSE. All has been resolved and I totally appreciate the call directly from customer service this morning. Thank you SSENSE for keeping your word. #

Update #2
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It has been 4 days since I was told by Ssense customer service that the charge will be reversed. My bank account hasn't been credited at all. SSENSE IS SHADY. It's only $2.90, but it's the matter of principle which SSENSE is completely lack of. DON'T ORDER FROM THIS SITE!

Update #1
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I called to cancel my order. I thought it was canceled but no. I checked my bank a few days later, they still did reverse the charge so I had to call again. Another person told me my order was canceled. WTF!. She canceled it again for me.
They said they take the card holder very seriously. Sure they do. Again, it doesn't matter what they say, I stick to my review about this website. Never order from them again ever.
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Ordered on the 19th, ssense charged my bank account on the same day. On the 22nd, I got an email from them saying they charged me again for a small amount. If I can't tell them exactly how much it is, they won't send me my order. I understand the whole extra step to make sure I am not using a stolen credit card. If I weren't in the rush of getting my order, I wouldn't care this extra step.
I even sent them a screen shot of the debit card transaction for the full amount. They still wouldn't release my order. Never order from this company again.

It's not intended to buy clothes from. It's a tool, kinda a game, where you put together outfits and enter contests. When you buy an outfit, it's more so that if you see something you like that you want you click it to go the the clothing to buy from the actual website of the brand. So it doesn't have "trustworthiness" or anything because you're buying it from the brand. But styling stuff it really fun. And anyone can add clothes to it. Polyvore doesn't add it, the members do.