SSENSE

It was my first ever order on ssense.com and I must say I would never order again regardless of the price! I have been waiting for my order to be shipped for more than 2 weeks, just to see it being cancelled (no notification received), just noticed it in the app when was checking the status of my order. All I heard from a Customer Service was a typical response with apologies and all that cliché phrases.
No information about the refund received ever since.

I returned an unused silk item. I did not observe any discoloration upon receipt. After the return, SSENSE sent blurry photos alleging staining and claimed the damage was caused by me. I believe any issue could have occurred during handling, storage, or packaging of this delicate fabric. My refund was denied, and I am seeking a fair resolution.

I bought a North face jacket, tried it on for seconds. It was too big, so shipped it back. They are claiming it has a strong scent that cannot be aired out and shipping it back to me. They completely ignored my several emails asking for more information and for the matter to be escalated. I can't believe it. This has never happened to me with any other company. It's the first (and definitely last) time I've purchased from ssense!

SSENSE sold me a $380 pair of sunglasses that arrived missing a screw—clearly defective. I provided timestamped photo proof, but they ignored the evidence, lied about the condition of the return, and refused my refund. Their 'security team' falsely claimed I caused the defect. Customer service ignored my evidence. My advice is to shop elsewhere, or at the very least, record unboxings—SSENSE will blame you for their defects. ***In response to SSENSE replying to my review, I've been actively trying to communicate with SSENSE customer care who continue to say the decision is final despite the clear evidence I keep presenting that they sold me a defective product

Ordered received from SSENSE with an empty product box. I ordered a $420 Givenchy belt which I did not get. It's sold out many places so I ordered another belt from SSENSE which I got thinking I would be refunded for the first belt and I haven't. Companies are required to declare the item value of the shipment with FedEx in case of lost or stolen items and they did not so I can't get my money back from FedEx as well. It's disgusting that a consumer losses money and a company not do what they can to help. If SSENSE declared the value of the product upon shipping as they were supposed to I wouldn't be out $420.

NEVER ORDER FROM SSENSE IF YOUR FROM THE UK. Ordered from their site in October never received the parcel and have not received a refund all they do is send emails to say they are waiting for an update from fed ex! They robbed me.

I'm extremely dissatisfied with how this situation has been handled. After submitting all the necessary information and sending emails with the support back and forth, my order was still canceled without any clarification. This process has been a complete inconvenience. This kind of service is frustrating and unacceptable. I will never shop at SSENSE again. Thanks for nothing.

Terrible experience! Paid extra for expedited delivery to ensure my order arrived by a specific date, but it was shipped late and missed the deadline completely. Customer service ignored all my emails. Never pay for expedited shipping—they are scammers who lie, take your money, and don't deliver on their promises. Unreliable and unprofessional—don't waste your money here.

I purchased a pair of pants. Once I received them, I tried them on the same day and requested a return as they were too small. I packed the pants exactly as I received them. A few days later, I received an email stating that the pants were damaged. I was shocked to receive this email because I did not wear the pants or leave them unpacked. From the pictures they sent me, it was difficult to discern the supposed damages, which leads me to believe that they were sent to me in that condition. I attempted to communicate with their customer service, but they have refused to respond to my phone calls or emails requesting a callback. The customer service I received was condescending and unprofessional. As someone who has spent thousands of dollars on merchandise from SSENSE, this experience feels like a significant betrayal and has prompted me to reconsider my future purchases from this retailer.

I've purchased from SSENSE for years. Usually during their sales I'll grab an item I had my eye on. I'm not rich but I have a decent income and like to treat myself. For example in July I spent $800 with them no issue.

On August 16th I order the jacquemus Bisou Perle Bag. It was on sale so I finally decided to pull the trigger. It arrived on the 19th and I noticed there was an issue with the zipper. I emailed on the 20th with images of the issue asking if they did exchanges. I got an AI auto reply and was sent a return shipping label. I still wanted to talk to a human so I emailed again asking about returns and was told they don't do returns. I also spoke to a CS rep via chat. I wanted to make sure I got the same sale price and they said I could return the bag and order another one just to make sure I get it at that price. Something told me not to do that and I am so happy I didn't.

I returned the bag with the return label that was sent to me. Packed the bag up in the same box. I had this bag for less than 48 hours.

On August 22 I received an email saying they'd received my return and to expect a refund in 3-5 business days. On August 31 I reached out asking where the refund was. I was told that sometimes it can take longer. They also asked for a receipt from the return as well as the post office I returned it too. I provided them with all the requested information. What ensued was a series of back and forth emails with different customer service agents. Each one whether it be via email or chat told be soemthing completely different but constantly being told they were "working on it" and they'd get back to me. They were always "investigating" I'd even called them. When I called the customer service told that me they never received my package. She also said they didn't send an email stating they did, which was crazy and I read that email to her.
Every time I spoke to someone, everyone said it was being escalated, someone was working on it. At this point it was September and I was thinking maybe I just need to do a chargeback with my credit card company. I was told by one of their customer service representatives named Krystal (September 4th) that I shouldn't because this could impact the investigation. Again I shouldn't have put any faith in these people and I should have just done my charge back from then.
I was on vacation in the second week of September and I actually chatted with them again to check for an update. This is when
I was informed that they had finished their investigation and that they weren't returning my money because they allegedly never got the bag which makes zero sense because I had the bag for less than 48 hours and shipped it back to them! As you can imagine, I was beyond pissed and frustrated and freaking out that I would be out that much money. I was also annoyed by the fact that no one reached out to me. Since the exchange telling me not to chargeback no one reached out! No email to say hey I finished the investigation! No one to explain to me why. They emailed me saying they received my package but now we're saying they haven't received it and now the woman in the chat was telling me I should do a chargeback after initially telling me not to!
This is around the time where they started ghosting me and customer service stopped responding to my communication. I truly think customer service is on the decline especially in Canada and at SSENSE it's probably the worst I've seen in a long time. There was no accountability. No one knew what was going on. No one reached out to me. They just took $600 of my money and stopped replying to any of my emails.

I was beyond stressed at the point. I applied for a chargeback with my credit card company and I would check it every day to see if there's been a resolution. I also emailed SSENSE a few times after that and I was ghosted. One person did reply asking for my receipt again which I had already sent and I asked them if they wanted me to send it again and they never responded after that.

So what happened to the bag? Did someone open it mark it as returned and then keep it for themself? Leaving big me to take the L and be our $600+?

I am so happy that my credit card company ruled in my favour and I got my money back. I'm so happy I had all the receipts and emails to back up my claim. I had all the proof. As of October 9, the case was closed and my credit card company reassured me that the credit they put back on my file will not come off of it.

This is just a warning to Canadians and anyone that shops at SSENSE to be aware that they can scam you. I've had previous good experiences with them, but this left such a sour taste in my mouth and I don't trust their company or their customer service anymore. The quality of service has declined. The fact that they were fine with taking such a large sum of money from a customer and not even reaching out to me to let me knowit was so disrespectful. Please be aware.

Ordered an $800 designer belt and it arrived in nothing but a kitchen ziplock bag thrown into a battered cardboard shipping box. Contacted their customer service to complain and received an extremely rude, argumentative, and deflective reply saying they were doing it for environmental and sustainability purposes. You guys are full of BS if you think you can convince anyone your idea of environmental packaging is by using PLASTIC ziplock bags. Let's not try to act like there aren't thousands of brands who have adopted sustainable and environmentally friendly packaging options. You guys just want to cut corners and save a few bucks on packaging all the while blaming the designers "for how they shipped it to you" as if there aren't tons of other luxury outlets that offer their own in-house packaging (I can think of 5 just in Canada). Don't market yourselves as a luxury company when you offer such a terrible buying experience and horrific customer service.

Designer label hat arrived with brown box. It feels that this is cheap item and bought from small market.
I have contacted SSense customer service and they just blaim the provider as they shipped and packaged this item.
However, i could see 2 SSense stickers on astic bag and hat label tag. So not sure if provider printed SSense stickers.
Also SSense customer service mentioned that certain items may not come with their complete packaging to help reduce shipping weight, but this does not affect the authenticity or quality of the product.
What is a joke.
They are not providing any helps and offereing any solutions. Not professional shop. Do not bu anything from this shop.

On July 7,2024 I purchased shoes online from SSENSE Montreal which located in Montreal, Quebec. The package came on July 12 and I returned 4 pairs on July 15. Package tracking number showed it would be delivered to SSENSE on July 19 but it never came until July 26 and 3 out of 4 items are all wet. SSENSE refused to refund me $2,282.56 worth of the shoes.

Therefore, I contacted both SSENSE and Canada Post regarding the the issue. Since SSense provided me with return label, Canada Post refused to solve my claim unless SSENSE makes a claim with them. Out of 40 emails and many phone calls with SSENSE, I spoke to multiple staffs and they all refused to talk to Canada Post for no reason, they ignored my concerns, they clearly ignored my evidences, they ignored my request to do further investigation, and the worst is they refused to escalate this to the upper management. There is no way I could speak with someone overseeing the Returning Team at SSENSE. This is my nightmare shopping at this company as they didn not handle the case properly. The company is Shady. I feel being scammed as I do not know whether Canada Post or SSENSE accidentally made my package wet.

Then they returned me with the 3 damaged items without any updates. They forced me to accept them as if its my fault or they will discard it and no refund. Moreover, they told me to deal on my own with my bank and stopped replying to me. I have refused the pacakage as I cant accept their poor business practice. The items are physically in their possession now.

I feel threatened. Although Im a small client but I bring the money to them. I did not expect them treat me not humanity at all. This is unethical and unlawful business. I decided to file complaint to the Goverment of Quebec regarding this unethical company as well.

I wish I had seen all the reviews on Google, Yelp, Tomatoes, Better Business Burreau regarding this business. Numerous of people had the same troubles like me regarding refunds. Everyone had to deal with their own bank and not getting any support from the company at all. They are punch of lying thieves. Customer Service was very unprofessional. The company has been incredibly difficult to get a hold of. I have wasted so much time and energy dealing with incompetent and rude customer service representatives. This is a horrible dishonest company. I will never purchase again from them with my hard earned money.

I had an incredibly frustrating and disappointing experience with SSENSE that I feel compelled to share. I returned an order using the exact same packaging that was sent to me, only to receive a message from SSENSE stating that the shoe box was damaged when it arrived. They informed me that if I couldn't provide a photo of before shipping condition of the shoe box, I would be held responsible for the damage, and they would not accept my return.

There was no investigation into who caused this damage, nor was there any assurance that the return center or the shipping company they chose (unfortunately they use USPS in US, which is known for its poor quality service) handled my returns safely. SSENSE simply ignored these crucial aspects, leaving me to bear the consequences without any accountability on their part. As a customer, I should not be held responsible for the shortcomings of the shipping provider selected by SSENSE. Despite this, SSENSE insists on shipping the damaged shoes back to me and is even threatening that if I refuse to accept the delivery, I won't receive any refund thereafter.

When I asked them to clarify their policy regarding the responsibility for lost or damaged items during a shipment back to me, they simply started ignoring my questions. The lack of communication and transparency is beyond unacceptable. SSENSE is shifting blame and avoiding responsibility, damaging its brand with dishonest and unreliable service.

I want people to be aware that this is not a trustworthy merchant. You run the risk of not getting your money back because they reserve the right to explain—or not explain—their policies as they see fit. This entire experience has left me with no confidence in SSENSE, and I strongly advise others to think twice before shopping with them.

If you do decide to shop with SSENSE, please be sure to take photos of the product you receive and the condition of the product you're about to return. It's a pain, but it's the only way to protect yourself from their unfair practices.

The absolute worst online shopping experience I've had. SSENSE.com will charge your cc, fail to send purchase for over a week, send emails from consistently different agents, never allowing you to speak w/manager and not communicating w/anyone in the company what is going on. After over a week, cancelling w/o a full refund, deplorable service! Use Farfetch, Mr Porter, YOOX and if desperate, TheRealReal, Vestiaire or Grailed before waiting your time on Ssense.com

Punch of lying thieves. I paid $42 for express shipping 5-7 days they said, i ordered on March 7th still till this day order status is pending. I have been back and forh with their useless customer service the don't even know where's the order at this point. I asked for refund they said i have to wait till they get back the item, asked how long they do know. I filed a dispute after waiting 3 weeks for them to refund my $153 they provided my back with false information ( tracking number that ind order was delivered). Of course my back closed the dispute in their favor and i had to call and escalate it. Still waiting the result

Horrible experience purchasing at SSENSE. I made a purchase and my old address was on file from a previous purchase, I immediately noticed and contacted ssense customer service regarding the incorrect address. I spoke to multiple reps via email and phone call in which they assured me the order would be re routed to the correct shipping address. The order was never re routed and delivered to the incorrect address ( Mind you, the order didn't ship until about 4 days after this communication) I then contacted ssense to help me with this issue and their response was " dispute it with your payment method" in which I did and while there was communication with ssense, they lied to while disputing the claim in their end and said they had not had any communication from the buyer. They refuse to take responsibility for a mistake they did, horrible and unprofessional service, Do not buy from this establishment.

If possible, please avoid these vultures, buy from some reputable site. Because if you do not like the item and try to return, no matter what their return policy says, you'll receive nothing.
Never again!

I placed an order on 1/15. Fifteen days later it is still "processing" and has not shipped. After inquiring, on 1/23, customer service sent me an email saying it would ship no later than 1/22. They have no idea what is going on and will say anything to string you along. Yesterday, I cancelled the order. I have the feeling that I am in for a long fight to get my refund.