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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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I enjoy the site, the clothing ideas. But twice now I've ordered clothing items from what appears to be off shore manufacturers and had a disappointing experience. The clothing does not look at all like the photos or they arrive with such delay. I will never order from brands not based in the U.S.
Polyvore has a lot of scam Chinese website products. People expect that polvore would have some kind of check to make sure that they don't have so many products from scam websites, but they dont. I don't feel comfortable ordering the products available there because of this. So I stopped using polyvore.
Your website is not working right. The way you create isn't working right and its really making me mad because I need to create new outfits for my stories and because you people aren't taking proper care of the things you need to.
While I like the clothing offered at ssense and they are reasonable to deal with regarding my return, I cannot recommend shopping with them if you live in the U.S. In addition to paying the shipping cost to my home, which was a reasonable $10, I had to pay $41 to ship a single item of clothing back to Canada. A waste of $51.
I love ssense! I'm so happy I didn't listen to these annoying reviews because most of them are from people who live in the US. I have no idea how the shipping and all that works but if you are a Canadian resident it is AMAZING. I live in Toronto, Ontario and shipping was amazing. Around Christmas time I purchased some Saint Laurent shoes for my bf and they came literally the next morning with express shipping. I also purchased some Giuseppe's for myself and I didn't pay express shipping, it was normal shipping and got my order within 3 days. The shoes were both perfect and I've never been happier! Will most def buy from them again!
Hi,
What company in this day in age does not have an exchange policy? I would certainly not recommend dealing with them. As an international company, dealing with luxury brands, how can they treat their customers and merchandise like this?
-unacceptably slow response times to emails
-you have to get their approval to do a return?
-when I called, waited for 15+ minutes, and then asked to speak to the supervisor who was a coward and refused to speak to me directly and would only relay messages to the customer support rep who had no authority.
-only when I got really upset and started negatively tweeting was action escalated
Once the escalation had been created, Andrew was great in responding quickly.
My order number is: *******6849
STAY AWAY! LEARN FROM MY MISTAKE! SO MANY OTHER OPTIONS OUT THERE!
I have been doing business with ssense for years and now it's pure garbage! They sent me a defective product, won't answer the phones-no matter what number you call, I have a direct line-and wont respond to emails, but I'm one of their "highly-valued" clients. So many other places, not worth the headache and the feeling of being scammed for saving a couple of bucks.
STAY AWAY!
Hi Jerry,
We're very sorry to hear that you received a defective item. We definitely strive to ensure all items are sent out in pristine condition, but sometimes we do make mistakes. We'd love to get this issue figured out for you, if it's not resolved already - could you send us a message with your order details so that we can look into it? You can reach us via email ([email protected]), Twitter (@ssense) or Facebook (https://www.facebook.com/SSENSEofficial).
Best,
SSENSE Customer Care Team
I have been an active online shopper for years and this is by far the worst online company in terms of service. Last month, I made a purchase and wrote in to ask a few questions and it's only replied after 5-7 days, at this time of fast-moving society, this is totally unacceptable.
In the website, it's clearly stated that it will only take 5 days for international order. I ordered my goods on 17th Dec and it will only be delivered on 15th Jan, I feel cheated!
Hi Fiona - We're really sorry about the delay in getting back to you about your order. We try to get back to everyone as soon as possible, and now looking at ways to improve our customer service during sale periods. Please feel free to reach out to us if there's anything else we can do. - Thank you, SSENSE Customer Care Team
BEWARE! DO NOT BUY FROM THIS STORE! HORRIBLE CUSTOMER SERVICE. I bought a parajumper in a small and just wanted to EXCHANGE for an xsmall. I went to the store, they did not even carry them anymore so when I asked if I could exchange it at the warehouse, they told me I had to send it to them by MAIL to approve even though I live right next to chabanel (the street where the warehouse is) in montreal. MAKES NO SENSE! HORRIBLE. I was talking to someone named "Kate". RUDE AS HELL. Said products couldn't be exchanged and was sassing me. I JUST WANTED A SMALLER SIZE, KEEP YOUR MONEY, JUST GIVE ME A SMALLER SIZE! Makes NO sense (pun intended). Do NOT shop here please! Shop anywhere else unless you wanna get fkkked over. What's insane is that my friends and have been loyal customers, NOT ANYMORE. I'm shocked that they would do this to someone who's spent thousands through the years. When all I want is an EXCHANGE. Like how hard is it to present myself and get a smaller size of the exact same product? I'm literally making everyone who lives in TMR ban this store/site. So stupid. We are never purchasing anything from here again. DO NOT SHOP HERE!
Hi Chelsea - Thank you so much for your feedback, and so sorry about the late reply (we're new to SiteJabber!). We're always looking for ways to improve the customer experience, so your suggestions are appreciated. Right now, our team is looking into implementing an exchange service, and to streamline our returns procedure in general. We know as online shoppers ourselves, we'd like to see the return process be immediate (like at a physical store), so we are looking at ways to make it faster for everyone. If you would like to return an item in-person, you could always visit our boutique in Old Montreal - they'll be more than happy to assist you with the return! The boutique is located at 90 St Paul O, in the Old Port. Thank you again for your feedback, and reach out to us if there's anything more we can do for you. - SSENSE Customer Care team
12.12.2014... fast delivery, package came as expected... heres the kicker. If you need to exchange the item you incur the full charge to send back your item... it cost me 63.00 to return a pair of boots... no return label... also no paper work was sent with my item... you have to call in and get a item number which is used for your return... took me three days of being on hold to receive this number... if u usually order w saks/niemans etc. these stores will not do price match to sense bc its a different country... avoid this site!
Hi Rhonda - Thank you very much for your feedback about our return policy. We're working on streamlining this policy as a priority for 2015. As of January of this year, we implemented free return labels for US customers. You can review our updated return policy here: https://www.ssense.com/en-us/customer-service/return-policy. Thanks again for letting us know how we could improve - we hope to implement more of your suggestions soon. Feel free to reach out if you have any questions. - SSENSE Customer Care team
Too bad there's no zero rating!
I ordered a Moncler Jacket, took 5 business days to ship to Toronto, ON + squeezed into a tiny box! You pay for a $1000+ jacket to receive the worse shipping and handling service out of any other fashion retailer online. Not recommended! Never again...
Hi Dave - So sorry you experienced a delay in receiving your package. We always try to get orders out as quickly as possible, but sometimes there are delays during our sale season due to the sheer volume of orders. We really appreciate your feedback about packaging - we're always looking for ways to improve the customer experience. We will be using your case as an example to packers to take extra care when boxing items. So sorry again, and please feel free to contact us if you need anything else. - SSENSE Customer Care team
Wish I can rate 0 star:)
I ordered a pair of shoes on Ssense and now it said that the shipment will be in 4 days
After that I got an email said that I have to verified the amount they charge on my card, its so complicate because I used the credit card for that, I stayed in Melbourne and my card registered in my hometown which is Vietnam.
Hi Duong - Just seeing this review now (we're new to SiteJabber). Thank you for the feedback about our verification procedure, and sorry that it was confusing. We want you to know, we've taken this into account and are now looking at ways to make it clearer. We do take cardholder security very seriously, and so all orders must be approved before being sent out. Please know that in most cases, once you've gotten your card approved, you won't have to verify it for future orders. You can also place an order with a verified PayPal account, which will not require verification. Thank you again and let us know if there's anything we can help you with. - SSENSE Customer Care team
My Stella McCartney bag arrived nicely packaged in a discreetly unmarked box which i like. My experience with ordering from ssense.com was good. However my only gripe is that this bag was advertised as WHITE. But in actuality, it was CREAM (OFF-WHITE). I decided to keep the bag as i couldn't be bothered with the inconvenience of the return process. But i would have preferred if you advertised the color correctly as OFF-WHITE or CREAM. So i'm out $1200 with a bag i thought was snow white when it's not. Meh.
In response to the ssense.com rep: You wrote "the Item color in promo images can vary from screen to screen." That is irrelevant as the description clearly stated the color as WHITE. White is white. White isn't cream or off-white in color. White is a color as pure as snow. So there is no disputing that your team's description of this 'white' Stella McCartney bag is completely erroneous and you should take responsibility for this error instead of trying to place blame on a computer screen.
Hi Brigette - Sorry for the delayed response and that the color looked different from expected. Item color in promo images can vary from screen to screen, depending on various factors like brightness. Thank you though for the feedback - we have passed it on to our copywriting team so they can be more careful in the future. If ever you're unhappy with an item that you received, or if it looks different from what you expected, please let us know - we're and we'll work with you to find a solution that you're happy with. - SSENSE Customer Care team
I ordered from Polyvore dress one evening and requested a refund the very next morning. I was lied to and told my order had ship. I was also given a fake tracking number. I should have read real reviews before I ordered, because they have done this to several people. Most haven't even received their order like me. I have started the dispute process against this scam.
Absolutely do not buy from SSense if you live in US and have any reservations that you may have to return the item. No receipt comes with package. Customer incurs the full burden of return. SSENSE reserves right to refuse return. So many unknowns, cost of return, customs, and time. SSENSE agent admitted to me that most American customers do not like SSENSE return policies. Compare Net-a-Porter for great customer service and customer friendly help.
Hi Pamela - We want to apologize for the the delay in responding to your review. We don't usually send hard copy receipts in the package because we send them via email once the purchase has been made. Did you want us to resend yours? If so, please let us know what your order number is, and we'll take care of it right away. We know that US returns has been an on-going issue for a lot of our customers, so we took this into consideration, and are now offering free US returns. You can see the updated policy here: https://www.ssense.com/en-us/customer-service/return-policy. We've also spoken with our Customer Care team, and will be making changes to improve our communication with customers. Thank you for your feedback. - SSENSE Customer Care team
I have a bad experience within their service. Their service is slow and the shipping takes too much time to arrived. And they have a problem in their website when I scroll down, the scroll bar decreases.My friend shared to me her great experience in www.robecart.com, their service are fast and the shipping is fast.
I wish I could give a zero star rating. I will simply never order again from this company. Buying was fine, but returning an item from the US to their Montreal facility is a major pain: $50+ to return a pair of shoes. In this day and age, I'd expect from an online company that sells $600+ pairs of boots a shipping label and some help when an order needs to be returned. Never again.
I absolutely love polyvore.
I use it on a group account and a personal. Its so much fun and mostly everyone is really nice. Some of my friends from school cant text or email me, so the messaging and commenting is a really good easy way to communicate to all your followers. Having 'followers' makes you feel like youre getting a lot of progress on your set quality and its really fun to get a message from an excited new user saying "thanks for the follow/likes!" although it is difficult for people to see your account, making groups and inviting friends to join it (they tell their friends too!) helps, and so does submitting sets to groups. So much fun and very addicting. You can get it on almost anything for the app and site goes for safari too. Its a free app and i use it on both app and site. My usernames *******@fashion-music123 (stupid username, i know, im changing it dont worry) *******@musicians-fashionistas is a group account im on
Absolutely love it and getting polyvore addicted! Fun & exciting fashion community
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 Susan,
Thank you very much for the feedback in this review. We're always looking for ways to improve the customer experience, so we really appreciate it. We want to let you know that we are now offering free shipping and returns to US shoppers, so any future orders placed won't be charged a return fee. You can see the policy change here: https://www.ssense.com/en-us/customer-service/return-policy.
Best,
SSENSE Customer Care team