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SSENSE has a rating of 2.1 stars from 1,199 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about SSENSE most frequently mention customer service, credit card, and business days problems. SSENSE ranks 283rd among Designer Clothes sites.
This company does not typically respond to reviews
Despite the horrible negative comments I have read for 3 days, I still decided to give ssense a shot since only they have the shoes I want to buy with such a steal price. Anxiety starts hitting me after I started the order. The next day came, when I tracked the other, it was already there, at the front of my door. Excellent packaging, excellent quality and super fast, the best online order I have ever experienced before. Recommend you guys give them a chance.
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.
The website is easy to navigate. It took my order 17 days to be delivered and then arrived with two wrong sizes.
My Package arrived extremely fast, within a matter of 1 and a half days! I will definitely be ordering from here again.
First time trying Ssense... Brought 3 authentic Off-White belts no defects and arrived in 3 days. Great packaging. Will purchase more!
Will certainly buy again. Delivered as promoted and arrived on time from Canada to Middle East. Well packaged to protect item
My order took almost 3 weeks to complete with 5 emails and 3 calls.
Call centre que is unreasonably too long
Ultra fast delivery. Its unfortunate that I did not like the fit of the jeans but it was a good experience
They never asked for signature when you purchased items over $500. Parcel got lost and they will not refund the money.
Products used:
Shoes
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".
Tip for consumers:
Don't shop with SSENSE, spend your money elsewhere.
Products used:
Shoes
Good service, quick delivery.
Ssense have many designer clothes, so gives a lot of opportunity of purchasing items i liked.
Got my package in 2 days Came in perfect condition nice wrapped and packaged will definitely shop there more often
A purely positive experience. Everything went smoothly and the shipping happened fast. Also very pleased with the product I purchased.
It was my first time buying items from ssense very good product delivered very prompt i would highly recommend them.
Fast and received in super good condition. Love it so much, I will getting more n more things from there
Very bad, I havent received my shoes yet, and I dont know where to pick them up. Need your assistance
I haven't received my credit back yet but easy to work with in regards to getting the instructions and RA.
Orders shipped very quickly and was very satisfied with my purchases. Would recommend using this site especially for Noah products.
Would definitely recommend ssense. My belt shipped super fast and arrived the next day! This is my new favorite website!
Nice sweater on sale. As seen online and shipment was very quick. Will definitely shop again when there's a sale.
Accurate shipment, delivered quickly. Nice to buy within Canada and not get hit with extra duties and taxes upon delivery!
I have seen and Looked at the website but I have not bought something on the website so right now I rate it 3 stars because it looks real but I have not bought anything from there yet.
Shipping could do better made me worried because the app says arrived but it still havent shipped out and could be faster it took longer than 7 days
I love the cloth and shipping, but they charged 5 dollars of INTERNATIONAL TRANSACTION FEE. They did not notice me that there are some fees. If i knew i would pay with paypal... sad...
Hi Jun - We apologise that you got charged an international transaction fee for your purchase. These are charged by your bank for international transactions so we do not have any control or foresight on them. For more information on international transaction fees we suggest to call your financial institution.
Awful experience with this company. Someone had created an account with my PayPal which was fraudulent. Firstly I am incredibly upset that SSENSE didn't have additional security measures to flag transaction which are billed to one name and address and shipped to a completely different name and address. The name of the SSENSE account also didn't match with my name or the name on my PayPal account. Once I discovered the fraud and contacted SSENSE, they essentially told me to go away and there was nothing they are willing to do as they have already shipped the item (no doubt not wanting to suffer the loss for the goods, rather than help a victim of fraud). It was only until I filed a police report and contacted my bank, who no doubt applied pressure that I saw my money back. Shouldn't have taken as long as it did and SSENSE should have been way more helpful and friendly. I have since also contact SSENSE to delete the account linked to my email address on their website, since I never opened it in the first place. They have done nothing - only "flagged" the account. Absolutely useless!
Hi there,
Thank you for your feedback. We sincerely apologize that this issue occurred.
We have very stringent security measures at SSENSE, and have a responsibility to mutually protect both ourselves as a merchant as well as our valued customers. This requires a balance between facilitating the check-out process (so customers can quickly and easily receive their items) and imposing strict security checks to avoid illegitimate orders. With that said, our measures are not perfect, and there are unfortunately some cases like yours which manage to go through. We are always aiming to improve!
We certainly do care that this issue occurred to you, and are sorry if you were made to feel otherwise. On the contrary, we care very deeply about assisting victims of fraud. We as a company ultimately lose both our merchandise (since it was shipped to a fraudulent address), as well as the full amount of the order (since we are responsible to pay your bank the full amount of the fraudulent order so that they can reimburse you). It is therefore in our best interest to do whatever we can to avoid fraud in the first place.
With that said, we are extremely sorry that this occurred to you, and hope this information was helpful. Please don't hesitate to contact us if you need any assistance in the future.
Best regards,
SSENSE Customer Care
I love everything they sell- some of the top designs possible. I get my product with no issue, but they are out of the country. Returns and exchanges could be a big issue so you need to be sure of what you are buying and do your homework to get the best price. They have items that cost thousands of dollars- so you really need to be sure! Worth the risk! Just received my second order from them and it came overnight with just a delay on FedEx's side (Clearance issues have been resolved for your package from SSENSE. Shipment has been released for delivery.) Which may or may not be true since FedEx was slow to even pick up the package. Once in FedEx hands, it was to me in less than 24 hours. Arrived in perfect condition. My suggestion for those with issues is to contact Rami, Bassel and Firas Atallah the owners via SSENSE social media until issue are resolved. They do not sell fake merchandise, however, they must be getting returns and shipping them right back out without checking to see if theives are switching out the real items and returning fakes instead. Ssense appears to have grown so quickly that they are not addressing customer service. They have a staff of 500, but they need more bodies on the ground in order to be more customer-focused.
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...
Hi Majried,
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