SSENSE

Order ************** got cancelled. Please fix the issue on your side and send me the damn crewneck that i've paid for. The security you run to validate customers information is beyond appalling. Clearly from your below standard reviews, you'd have fixed this by now.

Love the format -- items are easy to view; wide selection; prompt customer service and excellent about returns. Only thing I'd recommend is giving a more detailed description of certain items of clothing (whether trousers come unhemmed, can be let out, etc.).

You made us pay $80+ for return. Never shopping here again. Terrible customer service. I've shared my opinion with an online group with 50k members that share the same thoughts. Perhaps time to rethink your strategies.

Slow shipping, slow returns, and barely existent customer service. Their website currently says the phone lines are "down", and I was nearly 100th in line to chat with a virtual representative. I get the sense that they're doing plenty of business, but are either too greedy or incompetent to properly staff their operation. Only order from here if you don't have other options.

This company easily use to be a top retailer that offered luxury goods, not anymore. They have completely plummeted the lack of customer service, shipping items on time, and having a high standard to deliver excellent service no longer exist. Items typically sit for days and then you will face delays with customs, the website isn't updated with accurate inventorying the live chat never works. If someone even reaches back out to you they give typically give responses that provide NO HELP, their prices are better however the hassle to get them really makes it not worth it to shop with them, so I recommend don't!

Bought a couple items from this site and paid for the express shipping option which said it would take 1 day, it ended up taking 7. When I sent an email complaining, they basically did nothing. Refunds are also difficult and time-consuming compared to other online shopping sites but I did end up getting my refund. Don't ever bother with the customer service email, because if they do reply it's just some bs answer; call them instead. But overall I would not recommend shopping at this site, renfunds are just too stressful to be worth it.

I ordered a Parajumpers coat from them about 6 years ago during a 20% off sale. Delivery was quick but I only live about 2 hours away from their location in Montreal. Everything was as expected and that coat has kept me warm through some ridiculously cold weather. No complaints. They carry expensive brands but do frequently have sales.

Order arrived after a very long time, moldy, with greenish spots all over. Safety hazard! Customer service is terrible, declined to help me, even threatened me to close dispute and involve their safety department. I have already contacted my lawyer.

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...

Absolutely fine to shop with and I could track my delivery all the way from Canada to New Zealand, no fancy packaging with deliveries, just the shoes in the designer's dust bag. I shop online a lot, and so like to do some research on customer reviews, but really you can go around in circles reading what people say 'yes its good 'no its horrid'... I buy from the outnet.com netaporter.com forwardbyelysewalker, and revolve clothing... ssense stocks brands that are not available on the other sites,,, I just purchased some golden goose sandals 70% discount! And am very happy with my shoes, customer service are hard to contact though, I emailed them and got an automatic reply email... with no reply from them. Never mind they took my money and I took their heavily discounted designer shoes... transaction complete!

Unbelievably painful dealing with SSense! Went through the process of their security measure only to be sent numerous emails advising they haven't received my response. Called them numerous times from overseas, whereby they gave me a lecture on advantages of credit card security.

Sure, I understand and appreciate their position on credit card verification requirements, but they totally missed the point. I made the verifications both verbally and via email, yet they claimed not to have received my correspondence!

Will never buy another thing from SSense again! Multitude of competition who do sincerely want your business!

Jack Ng.

Never got what I ordered. They sent the wrong item 3x, had zero explanation as to why, or if the product I purchased even existed. I spend multiple thousands of dollars with ssense every year and they offered a 10% discount but no resolution ever came. Separately, I tried to purchase something else recently despite my better judgment and the price in my cart went up hundreds of dollars at checkout, and still no answer as to why or solution. Truly the worst customer service and it sucks because I want to buy pieces from them but will no longer shop here.

They are very unprofessional. The item I purchase was sizing way too small (ok, it happens), so I tried to return it. I had to message them 7 times, my first 3 messages were ignored, the supposed automated system doesn't work and never sends you instruction, they send you the wrong document. They do everything they can to prevent you from returning items and from reimbursing you. It's been 5 weeks of messaging them every other day, I just got my "return label"…which is actually an invoice.: facepalm:
If you don't know how to do business online, then don't.

One of the most satisfying things when purchasing a premium brand item is the packaging... think Net a Porter, Selfridges etc. My Chloe bag arrived in a cardboard box, bag label bent and unattached to actual bag with plastic fillers! Bag was OK but had a pre-owned look about it. Only didn't return it because it was too much hassle. Wouldn't use SSENSE again based on this experience.

I placed an online order on 12.26.22 and its now 1.5.23 and my order hasnt shipped. Do they make each item to order? For a site that sells luxury items the service is extremely poor. I also tried calling them but it says the lines are closed on a Thursday at 1PM EST. I'm very disappointed!

I would give this site a zero if I could. I bought a coat on Black Friday. Received a note the next day it had shipped. No tracking number. After over two weeks, still no item and have placed multiple phone calls and email to company and no response! Now all of a sudden all their phone lines are closed for several days.I needed the item for a bday gift for dec 10. Date has passed. I will never shop here an again complete scam. Buyer beware!'

Ok. I used to be one of their VIPs who receive early sales notice, etc. This year I've found their services got worse, especially with their shipping and customer service. I ordered ~$1000 worth of products and never received them. I opened the case and it took them forever to even try to respond back to me. So I had to dispute with my credit card company. Now they blocked my account for disputing it LOL. What an a$$ service is that? Especially for someone who spends $$$$ annually in their website.
I mean I was going to switch to another marketplace with their $#*!ty VAT and duties/tax issues anyway, but this is absolutley disgusting service on their end.

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!

These shoes scream quality as you would expect. Great, original look. Almost like Adidas Superstar/Stan Smith but with a chunkier sole? Feel much more sturdy and look much better. Really comfortable but the fit is large. I'm usually size 9-9.5, ordered a 9 and they're roomy length wise. Overall really pleased.

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

Shopping was easy, tax free, fast shipping. But they don't insure or have the item delivered with signature required which I think is necessary when item is over $500. The package was simply dropped off at my front door where people could easily just take off with it. I felt that my package was not worthy of a signature required and was unhappy when I saw this and ruined my entire experience with this company.

The site is one of the worst things ive used in a while. Declined an debit credit and amex credit because of some "reasons" (every single card has more than enough on it), wont be able to get my sweatshirt for christmas and the issue will clearly not be resolved seeing as the staff does not want to tell me what to do to make my purchase go through. Only buying my raf, rick, vetts from selfridges from now on.

I made my first purchase with SSense recently and was really happy with how easy the transaction was. I purchased 2 pairs of the same sandals, a pair for myself and for my sister. My sister decided not to keep her sandals and needed to return them. Called customer service and they instructed me on how to initiate the return through my account. It was really easy and straightforward. Dropped them off at Canada Post and the return showed up on my cc shortly after. Super fast, super efficient. It makes me feel really comfortable shopping bigger ticket items when I know that if it doesn't fit or doesn't work for me, I'm able to send it back easily.