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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 274th among Designer Clothes sites.
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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.
I have shopped all over the world from Tokyo, Paris, Prague, New York and Copenhagen to name a few. This was the absolute worst shopping experience I have ever had. I bought the jacket online and it was too big. I contacted customer service to arrange a smaller one to be sent to the store. I go to the store to try it on in the same style and color and I decided to get the smaller size. The sales rep said you can't take it now you have to return the one you bought online and then comeback and repurchase the smaller size in store. What sense does that make? What company gives you your money back and takes the risk of you buying somewhere else because they didn't what to do the exchange in the store? Once I got my refund, I went back to the store to buy the medium, upon closer inspection, I found two stains and the white label that is underneath all Stone Island badges on their jackets missing. I realize they're selling me a used jacket perhaps from a model shoot. I've figured I've had enough so I went to buy it online from Europe nicely packaged with a free gift. P.s. The sales associates in the store should learn the art of customer service, tone down the arrogance and stop acting like they're doing us a favor.
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.
Ordered a yeezy season 5 sweatshirt that was a bit too cropped for my liking. Ssense was super easy and eager to work with me to get it back. Quick return with documented steps.
I have been a loyal customer, SSence always stands by there products every order I have placed, It's been a success, I hope they will open a Store in Los Angeles, we need this Quality of shopping Excellent prices and selection... And of course great Team especially Katrina..
Their employees are jerks by fooling around with you without answering your question. There are plenty of shops to go to this ain't the one worth u to stop by
Hi Lewis - We are sorry to hear about your experience. Please PM us with more info.
DO NOT! I REPEAT DO NOT ORDER FROM THIS SITE! After several attempts to order a pair of Giuseppe Zanotti shoes for my son I kept getting emails of my order being cancelled! Stating the security could not validate shipping and billing address. I have now out of $895 and no shoes!
Hi Krystal - Thank you for sharing your experience. Please note that we have sent you a private message.
I received my item on time and it arrived exactly as described. I would definitely recommend shopping from ssense. I can't wait to wear my sweatshirt!
Overall experience was great the shipping was fast and the items was in perfect condition. I ordered 2 things from your website so far and plan on ordering plenty more.
I bought a phone case from SSENSE for my friend's birthday and it didn't even fit her phone. SSENSE sent me a faulty product and they put the burden on the customer to send it back for a refund. That means I have to pay extra money to send a faulty product back ON TOP of the $40 I had already spent on shipping. This is a luxury company where consumers spend upwards of thousands of dollars and it's unfortunate that they have unethical business practices and I will be reporting this conduct to the ACCC.
Tip for consumers:
dont buy from here
Products used:
phone case
Very satisfied with fhe service! Exciting brand design and shopping atmosphere, consistently great product quality, making customers feel theyre special and that they always get a deal.
When one shops online it's not unusual to need to return merchandise. With SSENSE, for an American customer, this is a big hassle on both ends (US and SSENSE) and a big expense.
They have great merchandise on theirr website, so I thought I would try out purchasing some items from them. I ordered two sweaters, and one of the two didn't work for me. I have never found returning an item so troublesome, either to a US or an international website. Almost every website cultivates customers by making returns easy and either free or inexpensive.
Here are some of the issues I found to be problematic. These are issues I haven't encountered with other companies:
*There were no documents and no return instructions or return label included in the package I received.
*It was difficult to access return information on their website, and explanations do not fully enough explain the procedures, which are rather complicated. With other companies, if one goes to "your account" there is a link to click on to initiate a return, get an RA, etc.
*the US post office didn't like the format of ther return address, and made me reenter it. They needed more information than SSENSE instructed me to enter on the customs forms.
*finally, it cost me over $40.00 (!) to send the merchandise back to them insured. Why would I ever again choose to do this when most other companies cover return costs, or charge no more than $10.00? Moreover, a number of other companies order the same merchandise!
As I read the other reviews here and elsewhere, I hope this return and my refund will be processed in a timely and reliable fashion.
Packaging is not good for item this time, 'cause Gosha Rubchinskiy'a jacket is made of jersey.
But I wonder if it were safe or ok on precious valuable item...;-(
Donot purchase unless you are willing to wait over a week for your item. Neiman Marcus will ship your item faster. It takes the company 3 days just to process the order let alone ship it
Products used:
I returned the useless item
Very good, easy to see, everything is clear and make it easy and professional. Hoping for more sale season and limited big sale on only few item so people can hunt on time
I cancelled order on date of purchase 3 weeks ago and I still haven't received the refund. They blamed it on the bank when it's always the merchant that refuses to refund sooner.
Great service and fast shipping! Have a great variety of designers and the sizing chart is one of the best for an online store. Would recommend for anyone looking to buy designer clothes.
Feedback I received was fast. My tracking email was up to date every time I checked. My packages arrived on time. I will be using this website again for quality products. Thank you!
I didn't like the product that they've sent me so I went on to their website to get a pre-paid return label for the return. I shipped out the return package, and it was untraceable and it's been 2 weeks so maybe the package was lost according to SSENSE. After multiple emails with SSENSE about the return, they would just ignore your emails all together, so I had to call them after not hearing back from them for 4 days. Now they would need me to create a claim with UPS, but UPS said I would have to be the sender who created the return label, which I am not. I am confused because I haven't done this before, and SSENSE customer service is as confused as I am because they didn't even want to help me with this case, only to keep telling me to contact UPS about the lost package. I asked them to please contact me in case the package might still be in transit to SSENSE warehouse, but customer service (Benjamin) keeps insisting that it should be lost because it has been 2 weeks.
Hi Lil - We'd like to resolve this for you. We sent you a private message via SiteJabber. Can you check and respond? Thank you.
Recently it was my first time ordering for ssense and I can assure you it would be my last! I spent almost 3 months saving up for two pair of shoes I really wanted, finally I was able to afford the shoes and made the online purchase. I never received tracking information on time, finally when I received the tracking number I obviously clicked on the link to track and it said no information available estimate arrival date no available. The package took almost 3 weeks with no tracking info! One day I check back and it said delivered but never received a package! I called ssense and they gave me no option but to wait! I than had to file a complaint for a refund as I never received my package! They took So long to even send me and updated email that I called the post carrier myself and I myself filed a investigation as to where was my package! 2 weeks later ssense denied my claim and gave me no option to get my money back nor an option to get my package re-shipped. I never received my package and I got robbed for 1000$ for ssense literally. I spent so long saving up this is the worst company ever i repeat do not buy!
If your item is the wrong size, and you wish to return your item it can cost up to £50! Insane! Plus, the fact that "Final Sale" Items can't be exchanged is appalling, if it doesn't fit, YOU RETURN IT!
Hi there!
Well, this is my first time order from SSENSE today and I hope everything's go well, I am from Australia and it wasn't easy for me place that order thought, because it costing me quite a bit. Compare USD$$ to AUD$$ too get the free shipping over $500 USD. From what I see, have a lots of unhappy customer about this website SSENSE, hopefully I won't ends up that way. Cheer G'day
Ive spent so much on this site, which why i hate to write a bad review but their customer service is trash. I purchased the rick owens dark shadow sneakers. I tried to reach out to them before it was shipped to let them know if they can use fedex instead of ups. I had a bad experience with ups with them before and it took two weeks to receive package. Matthew who is a customer rep told they will note with the delivery team. I knew that this will delay my package but i just wanted it shipped with fedex. Three days went by and my package hasn't shipped. I reached out again and they told me later that day i will receive tracking. I didn't receive anything until the following day which was an email from them stating that the item I purchased was out of stock! I was highly upset and confused, i replied to the email but didnt get a response. I was refunded my monet but i wanted the product i ordered! They haven't replied back to my emails. I feel like one of the employees secretly purchased the sneakers! And sent me a bull$#*! email
Ssense has a great selection of items that are current and fashionable. Customer service is knowledgeable and answered all of my questions regarding my order.
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 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