SSENSE

I ordered 2 belts that I needed in 6 days. Given the longest time frame out of 1-2 days processing and up to 4 days shipping I was assured to get them within 6 days. Not so. In fact after writing to customer service 5 working days ( 7days) after placing my order I am told they have received more orders than usual and processing is delayed. Really? They have my money and all I have is lame excuses.
Never again.
Pretty much everything they sell is available elsewhere so I suggest avoiding this unprofessional site altogether.

Totally ridiculous that a "luxury clothing" company does not have an EXCHANGE policy. They expect you to return items and process a refund back to your card and buy the item again outright, even if you simply need a different size of the same item. This it absolute nonsensical BS and a waste of time. It took me 3 weeks from start to finish to simoly get the size up of the same pair of jeans. When I called customer service they just quoted company "policies" and other faux-apologetic canned lines and hung up the phone. While their clothing is nice, customers are much better off buying from other more reputable stores with better policies like Barneys New York or Luisaviaroma, both of which treat their customers with the service and respect they deserve. Do not buy here.

I don't usually write reviews, but I had the worst experience with a few of my orders. The most recent was missing an item and I contacted customer support the day my order was delivered on September 8th. I have now had to reach out 3 separate times just to be told, "Thank You for getting back to us" along with what seems like a generic response about them trying to resolve the issue. I have been waiting to hear back from them, only to have to reach out myself to find that nothing has been done?! I'll stick with the other online retailers like Farfetch and Mytheresa that I've had much better experience with. Never shopping here again.

They tell you and take your money for priority shipping and do absolutely nothing but waste your time on the phone and give you excuses and compensate nothing. Terrible experience the fact that im forced to give them one star makes me sick... real rating -400

The whole process from start to finish, to get the item to me in the uk within 4 days was amazing. I was kept uptown date throughout on my order, however not completely satisfied with the product as on almost every occasion I struggle with the zipper fastening at the first attempt. I have fed this back direct to Mackage customer services as this is not ideal and not what I expect from a high end brand and an expensive item at that. I am currently waiting for a response from them

It took 8 business days only for "Processing order". After 8 business days, I was notified that 2 of the 3 items were out of stock (although I see them in stock on website), and they just sent me 1 item without asking me if I still want. I waited 10 business days to get just one item. And, the item that I got was A.P.C. Zip up hoodie, and some stitches came off already. If you can wait 2 weeks with such a high level of uncertainty, go for it. They are cheap.

I have ordered a backpack, it was delivered to me in not a good condition(discoloration issues).
The took their time, to resolve the situation, only to sent me a return ticket to return the item…that is your problem resolving strategy?(after almost half month)
Never going to shop again from ssence

I have been an active online shopper for years and this is by far the worst online company in terms of service. Last month, I made a purchase and wrote in to ask a few questions and it's only replied after 5-7 days, at this time of fast-moving society, this is totally unacceptable.

In the website, it's clearly stated that it will only take 5 days for international order. I ordered my goods on 17th Dec and it will only be delivered on 15th Jan, I feel cheated!

SSENSE did not properly seal my package and when it was delivered to my shipping address the box was opened. SSENSE never sealed the sides on my package which the package was open upon delivery. The company is stating they will not assume liability for the loss of any article packed and sealed in packages by the sender, provided the seal is unbroken at the time of delivery, and the package retains its basic integrity. The company never provided a seal on my package, so how can I be responsible for their negligence. I have attached photos that were taken immediately upon delivery and it shows how the sides were never sealed leaving the package extremely easy to open without breaking a "seal". The company is refusing to send me my White Hands Sketch Tank Top that cost $187.42!

ORDER **************

Tracking: *******9783

As it was my first time ordering from SSENSE, I contacted customer service regarding the sizes (as I was ordering shoes). The lady on the other end was super friendly and helped me work out which was the best size for me based on my australian shoe size.

In terms of receiving my order, it took a little longer as they do a security check to confirm your card for the first order but once that was done, the processing and shipping was super fast. The package arrived in perfect condition as everything was wrapped carefully. (And the shoes fit perfectly thanks to their customer service!)

I didn't receive the item I ordered or for the price I paid. The site doesn't mention this when ordering. So either I paid another 30% of the cost or send it back. So as per their instructions, I refused the package and now get to wait an unspecified time until I receive my refund.

I bought a pair of shoes and luckily they shipped and arrived very very fast! I was shocked that they arrived three days after I ordered them, and even more stocked to find that a completely different pair of shoes in a completely different size had arrived. I reached out and it took them 3 days to email me offering a full refund and 10% off my next purchase… With a 30 day expiration… I guess thats cool but the shoes I bought were already hard to find. Could've atleast given me a nice foot massage but now I just don't want to order from them anymore.

I bought a sweater, and it has white spots all over it. I wanted to return it but the customer service said it was the actual design so it was not entitled a refund. The pattern design is described as "faded," but this is tainted. Horrible experience.