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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.
I got my legit Moncler tee (it was authentic and it came)
But some white stripes over the tee. And damaged a little bit.
Did it in the washing machine and got most of it out.
I give Ssense a 6,0
Terrible! I paid for fast shipping today is the 10th day my order still says processing. NEVER USE THIS WEBSITE! $200 I won't get back. They're phone lines are down and they don't answer emails
Tip for consumers:
Don’t use this !!! Keep your money !!!
Products used:
Never received my products 10 days later
Great service, extremely satisfied with my purchases and the way theyve been handled. Fast shipping is always a must, really fast and super secure. Plus free shipping which is really great.
Very positive. Unfortunately, I had to return something, and the next size smaller was unavailable. The return went smoothly, and I will shop at SSENSE again.
It was very easy to shop, the productos are very nice and the sale prices are excellent. The designers found at this website are very nice. The delivery was quick also.
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I've always been shopping with ssense for their selection, item availability, precise shipping times, and unparalleled customer service!
I wouldn't change a thing!
Thank you
USE LESS CUSTOMER CARE,
Slow speed reply! Claims that they charge me additional fees for security reason
Waited 5 business day! NO CHARGED was made so i can't verify anything
ENDING UP CANCELING! WASTE OF TIME!
Fast shipping here in the USA and theyve price adjusted my purchases when it went on sale! Im definitely gonna be shopping for more! Great job you guys!
I ordered a 690 $ product in mid September to be delivered to Berlin. My credit card was charged immediately. Unfortunately the parcel was kept at customs, and I couldn't pick it up as I was too busy. However, this would already been annoying. But if this wasn't enough, the parcel was stored there for 2 weeks (which is common I learned). Today, on October 19th, over a month later, the tracking page says that the parcel is still somewhere at a German postal facility (not at customs though). As you can already guess: I have not been refunded the money yet, though I never received the parcel. Ssense says it has to be physically delivered to their Canada warehouse. I tell SSense: F*** you. The tracking number shows that I never received the parcel, and that it is now on the way back to you. Why can't you simply refund the money? Really? I have to have my bank take care of the matter now, and the insurance? And why do you keep telling me to check with customs, dhl, or whatever institution, when this is clearly NOT my fault? Is this your idea of customer service? That your clients do the job? Never again will I shop on your site.
Hi Nils - We're very sorry to see this review and understand your frustration. We spoke with our team, and know they're working very closely with you on this issue. We'll continue to work through this with you, and once we receive your package, will refund you immediately. Thank you for your understanding and patience. - Best, SSENSE Customer Care
It came fast in like a week I thought they say 2 weeks and the item as described. Would order again in future. Thank you so much!
Tip for consumers:
It’s safe to buy
Products used:
Nike hoodie
Closed phone lines…. Days of waiting for email reply's and then losing out on merchandise that was part of your order. How did SSENSE get so bad?!?!?! Long time customer who is now a UNHAPPY CUSTOMER
Products used:
Have purchased all kinds of wardrobe items
Ordered a belt on SSENSE and the item came with visible scuff marks. Not the first time this has happened. Very disappointed.
Ordered on 12/10/2021 not even shipped by 1/11/2022. The customer service is garbage, only idiot still buy on this site.
Tip for consumers:
Shop else where, I won’t buy from them again. Garbage company
Products used:
There’s no one managing this company, everyone who pays for luxury brands expect things to get shipped within 1-2 days even during the pandemic and this is a standard for all high end brands. Their customer service is just copy and paste emails giving apologies without resolving any issues and provide zero answers.
I purchased a simple bag from SSENSE prior to Christmas 2022 on sale for a reasonable price. SSENSE proceeded to charge a bloated shipping fee and duty amount which I did not complain about. The autofill whilst placing my order had put my address in a different state. 1 day after my purchase on review I placed the order to hold and to send to an alternate address. No response for 1 month and 1 week, despite follow ups. Their customer service option does not promptly reply and the phone line only reroutes to self service which HELPS NO ONE!. The bot system is rubbish and there is no response.
After waiting a month and a half, I check the status of my claim and find out they had cancelled the order. And returned the item to the original price. I genuinely was interested in the bag and they have atrocious customer service, handling, processing and skeleton staff management during holiday periods. I understand shipping utilities are closed during Christmas and New Years. This is my first and last purchase with SSENSE they are atrocious and try to drag you in with their drastically reduced prices just to waste your time, like a stupid dodgy eBay seller. You are better off purchasing off different sites!.
YOU HAVE BEEN WARNED!
Tip for consumers:
AVOID THIS $#*! WEBSITE
Products used:
Didnt recieve anything to use
$14 for express shipping, placed an order on December 12/22 and still waiting. Big fat zero for customer service...
I need my money I'm so disgusted by the level of unprofessionalism, i pay my hard earning money for my jeans just for y'all to send it to me with feces on it and not refunding me my money because I throw it in the garbage, like what do y'all wanted me to do, keep people feces in my house? I NEED MY MONEY, ITS NOT MY FAULT YALL HAVE NASTY UNSANITARY PEOPLE WORKING IN YALL COMPANY. THEY BLOCKED ME ON THEIR SOCIALS BECAUSE I KEEP ASKING FOR THE REFUND THAT I DESERVED OR A REPLACEMENT OF THE ITEM
This is honestly the worst "service" I've ever experienced. I ordered a pair of New Balance 990 in size 39 and received a pair in size 41,5; then I contacted SSENSE and had to return these and buy a new pair, but when I did so, I once AGAIN received a pair in a wrong size. I called them on the "toll free" telephone number, as they had made a mistake with the return labels. The first person I spoke with hung up on me, when I asked why I couldn't use the return labels from them that I'd already printed. He HUNG UP - what kind of service is that? Then I had to call again and talk for another 30 minutes to get the help. However, I was then charged 38€ for calling despite SSENSE telling it was "toll free". I wrote to them that it wasn't acceptable and I would like those 38€ back. They only want to give 10% discount on another purchase (but how can I ever buy from them again). I told them that it wasn't ok. They then agreed to return those 38€ as they had said it was toll free when it wasn't. I was supposed to receive those money within 2-4 days. After 10 days with no refund I contacted them and they answered that I wouldn't get them anyway. I've contacted them to say that it's not okay. What on earth? I'm in shock! I will never, NEVER, buy at SSENSE again and I clearly recommend everybody to stay away from that site. I have never in my life experienced such a lack of service and decency!
I never received my shoes and I'm out of money while PayPal also chose to agree in favor of ssense to not give me a refund leaving me out of money and my shoes.
I purchased a pair of Kenzo logo espadrilles on July 13th 2015 and received them within 3 days! (I live in Ontario). I was very hesitant to make a purchase of ssense because of the very bad reviews on here but since the item wasn't too pricey I decided to give it a shot. Two weeks later, after 3-4 wears, the lettering fell off and I contacted ssense immedietly and they were very helpful. They asked me to send a pic of the damage and they replied promptly and told me they've contacted Kenzo and will get back to me once they reply. In one week I received a reply offering me a refund and a print out label to ship the damaged item back to ssense (shipping costs covered). I told her that I was interested in getting a replacement because I absolutely loved them so the cs representative put a pair aside for me that she would send out once they received my damaged pair. Within a week and a half, I received my replacement pair! The only upsetting thing in my sense experience is that the shoe Quality wasn't that great. I was disappointed that, as a casual shoe, it easily damaged. But ssense was overall great with me, the exchange process was super smooth and easy. Satisfied customer!
Super Fast Shipping Once My order was Processed. And was more than Pleased With The way it was Packed And Shipped. Will do business again! Thank You SSENSE!
Tip for consumers:
Be patient for your order to be processed, once it’s processed the shipping is super fast!!
Products used:
SMEG
Great customer service and shipping, I was impressed with how quickly I received my item and how quickly my refund was applied when I had to return item
I ordered a pair of New Balance (grey 327) worth $100+ and I was sent NB (red/white 574) worth $85. Number 1, they didn't send a packing slip or return label so, I reached out to them because I shouldn't have to pay for the return of an item that I didn't order that is worth LESS than what I paid. Number 2, with zero apologies for the inconvenience I was asked to provide photos/videos as proof and answer questions:
Have you worn the product?
Provide clear photos and/or video of:
The item
The SSENSE tag featuring the item number
[Footwear only]: insole, outsole, and side of the shoe.
So I finally got my homework assignment done and will hopefully be sent a return label so I can return these wrong ugly shoes and get my $100+ back. I'm sure they will send something via email so again I'll be inconvenienced and have to go find a printer or pay to have it printed which is completely unacceptable but at this point I just want to be done with this company. Worst shopping experience ever AND with so many amazing sites with incredible customer service such as MyTheresa and ShopBop there is no need for me to ever EVER spend my money with SSENCE again. I think a literal monkey could have done a better job packing/shipping my purchase and handling the customer service. Horrid.
Which by the way I ended up buying another pair of the shoes I wanted from Shopbop, received the correct shoes in 2 days! Plus free shipping and returns. Thanks Shopbop for the great service!
Tip for consumers:
Tip for others: don’t shop here :)
I made an order recently and I never had the worst experience ever. The customer service is terrible.
I bought a Jacquemus bucket hat and received it defective. I sent pictures of the product and simply wanted to get a new one as soon as possible. Of course I had to ship it back which I did the day after (very rapidly). The customer service did not even pay attention to what I wanted and they said I had to make another order when I would have my refund. I called and talked to an employee who agreed to give me a refund as soon as I would send a proof I shipped it back. I did but the employees who amswered my emails were never the same and they never read the emails their colleagues sent me previously, so each promise they did to me was not respected. I was offered a 10% discount which was rediculous since I purchased it with 15% discount. Now the discount is expiring in two days so I told them I expected to get my discount even if it is expired since it is not my fault and they told me I had to purchase it in the next three days, send proof of my order and THEN give my an adjustment. That makes no sense because I won't order more until I get my first refund and I don't trust anything customer service says since every employee says something different and they don't respect the promise of their colleagues.
I really don't recommand. I trusted it to be a good site for quality products but received a joke and now I have to spend so much time sending emails to explain and re explain my situation to make it fair to me.
Products used:
Jacquemus hat
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 Nikki - Thank you for your feedback about our verification process, and we're very sorry about the delay in communication. We do take cardholder security very seriously, and all orders must be approved before being sent out. Once your card is approved, you won't have to verify it for future orders. You can also place an order with a verified PayPal account, which won't need to be verified by us. If you have any other questions, feel free to send us a private message on SiteJabber. - Best, SSENSE Customer Care