SSENSE

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!

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.

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!'

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!

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!

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.

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

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.

Excellent service! Initially bought a bracelet, but it didn't fit, so I had to return it. The process was hassle-free, and I repurchased another one. The delivery was lightning-fast, and I received my refund in no time. Highly satisfied! Thank you.

The product I ordered came opened and a fourth spilled in shipping. I emailed this with my order number as prompted. I got an email back saying they were glad I had received my order. Whoever answered obviously had not read my email. I attached pictures to the next email and they asked for the order number I had previously sent. Still not resolved. Horrible customer service.

The worst customer service ever! I did nor receive my order. Have been calling them for weeks- i either get a recording saying the phone number is busy, or i get transferred to voicemail that is always full. I emailed several times and got no response. I spoke with someone once and he said he would look into it and call me back- never got a call back- How pathetic! This site is ridiculous- will never buy from again- disputing charge.

Dec. 9 I placed an order with them hoping to receive it by the holidays. In a week, when I realized the status of the parcel still hadn't changed and it was still in Canada, I reached out to them asking that they check it ASAP. Apparently they did nothing but replied that such things happen occasionally, so no worries. Still, when I tracked the parcel again and discovered it was still in the middle of nowhere, I asked my money back on my account with no further delays. What did they do you think? Only then they decided to start working on my request and the status of my parcel magically changed in a day - it flew off to Europe. They didn't even say sorry or something - just keep ignoring me as if I've not been texting them every single day in my vain attempts to get compensated for such a delay caused by a simple lack of actions from their side. It's absolutely nonsense and I've never experienced such rude customer care from any of European online retainers! Stay away from them.