• SSENSE

SSENSE

Overview

SSENSE has a rating of 2.13 stars from 1,190 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 284th among Designer Clothes sites.

  • Service
    245
  • Value
    208
  • Shipping
    234
  • Returns
    189
  • Quality
    194

Proactively asks for customer feedback

This company does not typically respond to reviews

Positive reviews (last 12 months): 5.1%
Positive
4
Neutral
3
Negative
71
130
See all photos

What reviewers want you to know

Positive highlights

  • For the most part they have excellent customer service.

Critical highlights

  • My credit card was stolen and a $575 order was placed with Ssense.
How would you rate SSENSE?
Top Positive Review

“Awesome bag!”

Kelli C.
12/31/23

I bought a Chloe backpack and got it quicker than expected! No problems! Item is authentic and an awesome buy! $600 cheaper than a luxury store here in the states! Will buy again!

Top Critical Review

“Hidden taxes”

L K.
1/15/24

If you are outside Canada beware They charged taxes on my order then after delivery I received another bill from fed ex for taxes. When you look at the customs slip they filled out for border patrol they did not include the taxes (over $170) they already charged me so thus the additional taxation from fed ex. I should have never ordered from this company and should have just purchased from a US based store as it did not end of being "cheaper" although when you purchase you think it is.

Reviews (1,190)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (318) credit card (48)
Thumbnail of user lk256
1 review
4 helpful votes
January 15th, 2024

If you are outside Canada beware
They charged taxes on my order then after delivery I received another bill from fed ex for taxes. When you look at the customs slip they filled out for border patrol they did not include the taxes (over $170) they already charged me so thus the additional taxation from fed ex. I should have never ordered from this company and should have just purchased from a US based store as it did not end of being "cheaper" although when you purchase you think it is.

Tip for consumers:
Beware of hidden taxes

Products used:
Even if I return I will have lost $200+ in taxes

Service
Value
Shipping
Quality
Thumbnail of user evanoswald76
1 review
1 helpful vote
January 16th, 2024

Bought a few items from Ssense for Christmas and one of the items didn't fit so I made a request to return the item and received RA******* but the return label never arrived in my inbox. Messaged Ssense several times and even offered to pay the shipping myself but needed the correct address to mail returns to ensure they would process my refund, NO returned messages.

Have filed a BBB complaint. Buyer beware!

Tip for consumers:
Buyer beware, return policy isn't honored and customer service is non-existent

Products used:
Purchased hats, scarf and pants

Thumbnail of user kellymunkiwmwj
6 reviews
0 helpful votes
March 24th, 2024

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.

Thumbnail of user gzavala
1 review
1 helpful vote
December 27th, 2023

I ordered BIRKENSTOCK
Taupe Regular Boston Soft Footbed Loafers
Size: 43 and instead I received women's Lucile combat boots. Customer service was not helpful and required me to send these back before crediting my account and then I'd need to replace my initial order. I will never ever order from this company again. The best they could do was offer me a 10% discount.

Service
Value
Shipping
Returns
Quality
Thumbnail of user christelleh7
1 review
3 helpful votes
January 25th, 2024

Looks like I'm not the only one who has returned an item and SSENSE is refusing to refund and the customer service is terrible keep redirected me to file a claim with my bank without even investigating. These are warning signs as looking at other reviews it's been happening lately.I have been purchasing from SSENSE for a decade up but will never again as they have changed the customer service call center is in Philippines and they have no ideas of how to help you can't transfer you to any supervisor or manager cannot assist and they have it scripted to just redirect you to the finnancial institution. Terrible! Stay way I would be surprise if they file bankruptcy soon

Tip for consumers:
Stay away do not buy from ssense

Service
Value
Shipping
Returns
Quality
Thumbnail of user corneliusj30
3 reviews
1 helpful vote
February 25th, 2023

SSENSE clothing is both comfortable and fashionable. The quality is excellent, and the fit is flawless. The price is also very reasonable!

Thumbnail of user jun.bopang.9128
1 review
0 helpful votes
December 20th, 2023

I ordered earbuds from SSENSE online. SAMSUNG ear buds ( the unique bean shape in black color - actually a great product!) delivered to me as an used, open box (cut seal tapes on the official Samsung package box) which is obviously a returned item with previous customer's finger print smudges on the charging case and other unpleasant elements of minor scratch etc. on the inside and outside the product. Packaged in a rudimentary plastic bag with some code/sku/numbers on it.

But I am now getting a good customer service feed back and resolution after my complain. SSENSE is putting a sincere effort to rectify the issues for future improvements. I am sure that my experience, though unpleasant, was an isolated incident and most customers are happy with SSENSE service.

Thumbnail of user christinal1090
1 review
2 helpful votes
January 22nd, 2024

Absolutely diabolical and shambolic service from the security team that deals with refunds, they disregard your email completely and don't answer your question so they are completely unhelpful, on top of that blunt and cold responses. They need further training on how to talk to customers. The actual customer service team were friendly and helpful but the security team should go back on probation.

Service
Value
Shipping
Returns
Quality
Thumbnail of user winstons64
2 reviews
4 helpful votes
January 15th, 2024

Ordered Ssense's products and paid over $1K in goods in November and by mid-January no package according to their own carrier and they refuse to refund me until they finish an "investigation". Stay away from this company.

Thumbnail of user jinlipaji1
1 review
2 helpful votes
January 16th, 2024

Worst company ever.
I purchased almost $1000 Thom Brown sweater from SSENSE and they sent me a pants, different brand, almost three weeks ago.
I requested refund via email as I can't return the wrong item.I provided picture of wrong item that I received from them and
They said it will take 5 business day for me to get it refunded but it's been three weeks and still no reply.

Update:
I finally got refunded but please be aware that to solve this issue I called SSENSE almost 10 times and finally last person from customer service was able to send me the return label. Previous customer service personnels all keep saying there is other department who handle this and did not give me any solution. Another shocking fact was that when I speak to last customer service, she said my case was closed, so if I did not call again I would never get it returned and refunded. If you are willing to waste your time on calling customer service and wait for almost a month if you happen to get wrong item, you can buy from here. Even if they have good collection, I will never buy again, with this horrible customer service.

Service
Returns
Thumbnail of user joerivello424
1 review
4 helpful votes
January 5th, 2024

DO NOT ORDER from SSENSE. They are a terrible company. My order has been "Shipped" for 7 days with no movement. Which means it hasn't been handed over to UPS. I've been getting the weirdest most vague responses from them when I asked what is going on with my order, and they take forever to respond. They said "We'll get a response in 2-3 business days for you on what's going on with your order. WTF? It's going to take 3 days to find out what the f*ck is going on with my order? Still no response. The absolute worse customer service I've ever dealt with. Now I'm out of $100. No order in sight and no idea when it will be here. I kick myself for trying to save a couple extra bucks. Do yourself a favor, and do not do business with these low lifes. Also, their website claims they have phone customer service 24/7, which is a lie. STAY FAR AWAY.

Tip for consumers:
Liars, low lifes, and scammers.

Products used:
Humanrace Products. Haven't received.

Service
Value
Shipping
Returns
Quality
Thumbnail of user jamesq642
1 review
2 helpful votes
December 19th, 2023

I would give negative stars if I had the choice. I waited for hours in online chat to talk to a CSR who typed one sentence very 5-10 minutes for a simple price adjustment. In the end, the problem was still not resolved. They will contact me by email. Compare to any other website, it's pathetic.

Service
Value
Shipping
Returns
Quality
Thumbnail of user lunothomas
1 review
2 helpful votes
December 16th, 2023

Ssense is fine until they mess up your order and your package is lost while you're left dealing with hours of customer service calls and emails with them and the postal service.

All the while they'll hold your money hostage and ask you not to dispute the charge because the item's 'might' arrive. If you express concerns that what you ordered will be out of stock by the time their investigation wraps up, they'l tell you to buy the items again. And when you do, they'll mess that order up and it will wind up in the limbo of customs.

So exactly 1 month from your original order that they failed to put an accurate address on, you'll have no items, they'll have your money, and nothing more. No accountability on their end. No good faith to their customers, not even a little 5 dollar coupon for your troubles. For the stress and nightmarish retail experience they've just put you through.

Ssense does not care about its customers. It honestly feels like they might even hate them.

Service
Value
Shipping
Returns
Quality
Thumbnail of user theresam1449
1 review
1 helpful vote
December 29th, 2023

This is a company I will never buy from again. Order Dr Martens boots size 37, i was sent a size 38. When I chatted with customer service I was told that the sizes are different from EU/IT... to put an insole in or wear a thick sock! Because of THEIR mistake the shipping cost of £27.41will come of my refund. They also don't provide and exchange. If I wanted to buy them again I'd have to pay the postage of £17 again, and the boots have went up another £37! But its ok they offered me a 10% discount! Lesson learned READ REVIEWS BEFORE PURCHASING ANYTHING!

Service
Value
Shipping
Returns
Quality
Thumbnail of user greich.artisanscreenprints
1 review
1 helpful vote
January 9th, 2024

Used to be reputable and helpful, now absolutely garbage customer service, ignores emails and refuses to uphold warranties etc. Avoid like the plag.

Service
Value
Shipping
Returns
Quality
Thumbnail of user ts884
1 review
1 helpful vote
December 14th, 2023

I used to order from here all the time with no problem. I was always impressed by the shipping times, even in Covid. But now, sometimes the order status will be stuck at "processing" for weeks. The last time this happened, after several chats with customer service who always gave me the runaround, someone finally admitted the item wasn't even in stock and gave me a refund. Now I've tried to order again, and the order is processing for a week, then the shipping label is finally created but still doesn't ship and stays this way for days. I don't know what happened to Ssense. It was so good but now I will just order from someplace else. It's just not a reliable business. And what's worse, customer service will lie about the delay and provide as little information as possible. Not helpful.

Service
Shipping
Thumbnail of user shivanik17
1 review
1 helpful vote
October 24th, 2020

I bought gucci shoes from this company... vvvvvv happy of there customer service and authenticity... reliable company no words...

Thumbnail of user yuliao3
1 review
20 helpful votes
October 19th, 2022

Placed an order with express delivery. It's akreadynine days since they haven't even sent the product. I contacted them through emails and online support and the same useless answers like "we will inform you where is the parcel, when our team informed us".
Asked for a refund at least for express shipping, which does not exist in fact, still no answer.
Very unpleasant experience with this store!
You have to hunt and beg for the goods you paid for

Products used:
clothes

Service
Shipping
Thumbnail of user vittri
1 review
1 helpful vote
December 8th, 2023

Disappointed in doing business with this company. I purchased an item a week ago and avail the option for a priority shipping (3 business days). It's been a week now and still don't have my package. Their call center agent cannot address the issue and all they give me is a bunch of "apologetic words" with no capacity to resolve the issue..

Thumbnail of user cynthiac2820
1 review
2 helpful votes
December 21st, 2023

This company has terrible customer service. If you shop here, make sure nothing goes wrong with your order because they will rudely tell you that they will not help. I had an issues with a return and when i opened a claim and even though i had proof of returning the item...they decided that they wouldn't help. Shop elsewhere and not with these risky vendors.

Products used:
Diesel pants

Service
Value
Shipping
Returns
Quality
Thumbnail of user julies3214
1 review
1 helpful vote
November 30th, 2023

I returned a pair of jeans. Apparently, they did not receive the return, although I had the receipt from UPS dated 3rd nov. I sent them the receipt and all the other details to resolve the situation. It is now Nov 30th and I am on hold with Robin O. This is my third call with him after numerous emails. Very, very poor customer service. They have waited this out. I called Nov 27th and Robin assured me it was taken to escalation. I did not hear back from Ssense. Robin O is now putting in a complaint file. I definitely would never order from this company again.

Service
Value
Shipping
Returns
Quality
Thumbnail of user tealn5
1 review
1 helpful vote
December 7th, 2023

I bought my friend a Jacquemus purse from SSENSE and didn't open it before giving it to her (because it was a gift) and at her birthday dinner I embarrassingly realized they sent the correct bag in the wrong colourway. I emailed their customer service to rectify the situation, thinking they would make an exchange easy since it was their fault and I provided all the requested proof. They told me I'd have to return the bag (keep in mind a refund will take several days AFTER shipping it out) and then buy the correct product, which was by then NOT on sale - and they did not offer to price match or offer any sort of compensation even though it was their mistake. Won't shop here again, terrible customer service policies in place.

Tip for consumers:
Spend your money at Revolve their policies are way better and their customer service reps actually treat you like a friend

Products used:
Purse

Service
Shipping
Returns
Thumbnail of user sidestuff975
1 review
0 helpful votes
January 15th, 2024

Ordered saint Laurent glasses and they back ordered until 1-2 months after my order date. Never shipped it and now I'm gift less. Was a gift to my friend who's currently dying or cancer and now she won't have a gift. SMH!

Tip for consumers:
No

Products used:
Glasses

Service
Value
Shipping
Returns
Quality
Thumbnail of user laurenes9
1 review
12 helpful votes
January 26th, 2023
Verified purchase

After paying a flat €22 for shipping cost which is a total rip-off, SSENSE managed to send my item in the wrong size! I contacted an agent and they told me I should wait for 3 days. 3 days later, two hours of waiting just to interact with an agent who takes 30mins to respond and as he was about to complete the refund, he left the chat without saying a word! I have tried live chat again and I was transferred to no new customer agent.

THIS IS A WARNING: Stay away from this website!

Tip for consumers:
Do not use this website at all cost and vent to other with affordable shipping and better customer service. You will most likely get ripped off.

Products used:
Shoes with one item sent in the wrong size!

Service
Value
Shipping
Returns
Quality
Thumbnail of user noalj
1 review
1 helpful vote
November 9th, 2022

SSENCE lost my order that I paid to have priority expressed to my home, my order contained two items. I was in contact with them over a course of a week, their costumer care was communicating to me I would be receiving confirmation emails with updated tracking(this took 4 days) When my order finally arrived and when I opened the back pack the quality did not look the same as it did online, also the ITEM WAS DAMAGED. I contacted SSENSE to see if i could have a refund on the damaged bag. They only offered me a refund of 80 dollars on the item when the item retailed for 210.00. The zippers on the bag where all split and there was a ton of fraying on the cheap straps.

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From the business

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...

Company Representative

Thumbnail of user alexiac7
Alexia C.
Customer Care Representative
Typically does not respond to reviews
We're a global online retailer of luxury, streetwear, and independent designers.

Need to get in touch? Email us at: customercare@ssense.com
Connect with us on Twitter:@ssense

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