SSENSEReviews 1,203

I have multiple orders with them. 1 is three weeks old, my emails go unanswered by humans. I continually get sent through a system of automated bull$#*!. First experience with them and not good so far. Tomorrow I'm going to try to call. See what happens

I made an order on the 30th of November and it stated 2-3 business days for delivery its now the 16th of December and its still processing and im travelling on the 20th. I understand that there are delays and im fine with that although i didnt expect to wait 16 days and it still processing which is by far the worst delay and ive made 100s of online orders holiday season. Apart from that as mentioned before im vey understanding, even thought they could've advertised that there are delays, which they didnt. I've been trying to reach customer support to cancel my order and issue a refund through phone calls, facebook messenger, and emails but i've yet to have someone answer or cancel the order. I reached them once over the phone but she told me to hold tight for the order after a wait time of 90 minutes. I have no option on the website to cancel and they arent cancelling the order for me

Had trouble with delivery on my first order back in Oct of 2021 but once again it has happed! They will obligate you to pay for "express shipping"... for GOD knows what reason. In my case it was $15 but I've heard people have had to pay more then that unfortunately... they say it takes them two business days OR LESS to process order & that is completely NOT true, then when you email them because 3/4 business days have gone by they respond in an automotive email saying "due to high volume orders they can't prioritize YOUR order"... I've never asked them to prioritize anything, IT IS STATED ON THEY'RE WEBSITE IT WOULD ONLY TAKE THEM 2 BUSINESS DAYS! So they basically lie to costumers & clearly don't keep they're word about anything they have stated on the website about how they're delivery method works. Sad because this website sells good stuff but are total morons, they should wave delivery fees every time they don't keep they're word. I'm own a business myself which is why I take this delivery matter serious.

I'm traveling on Dec. 16th and saw so, e clothes that I liked. Checked their policy and it mentioned 0-2 days to be shipped and they ship using DHL with fastest method, so I thought I have high probability that I'll receive it before my travel. Unfortunately, after 5 days already and now is weekend, still it's not shipped. I'm following up on daily basis and more than once a day and the answer remains that my item is ready and they are waiting for the courier to pick it up. Yesterday, they assured me that it will be shipped before the end of yesterday which obviously didn't happen. Today, I spoke to the customer service and tried to figure out a solution but they were clear that they can't do anything nor they have a way to escalate it. So now, I'm left with the situation that it seems I'm not going to receive it before my travel. Thanks GOD I bought lit by PayPal, I'll make sure that if I didn't receive on time to escalate to PayPal and refund my money + the shipping cost + return cost as it is not my fault that they are not being honest and kept promising to send my stuff

Till then, I'm rating them as 1 star

I have shopped at Ssense a few times for work. Shipments arrive very quickly but you may run into problems like receiving items that have been previously worn or damaged. You may also run into difficulty returning items and dealing with disinterested customer service reps.

We ordered these shoes in a size 11, which is the size that my son normally wears. They came in at a size 13 or 14, and were way too big for him. We requested to return them. They provided us with a shipping label. That part of the process was quite smooth. We shipped it back. They confirmed receipt then never issued a refund.

Over 30 emails were exchanged between us and them, and multiple phone calls. They kept saying the refund should take a couple of days. It never came. They confirmed receiving the package on the 9th of November. They seemed to be just stalling. I talked to countless costumer service people, but nothing happens after that. They said a manager will call me to resolve the issue, but that never happened. They kept saying via emails that they escalated the matter to the concerned department.

It all started to feel like a scam. I wanted my money back. $226 is a lot of money, and I was not about to give up on that. I sent them their shoes back. I had to start a dispute with PayPal and file a claim for the money. PayPal has resolved the case. They have decided in my favour. They issued a full refund. It took them a couple of days.

Ssense can learn a lot from PayPal. Thank God for PayPal. I am so glad I used PayPal to pay for those shoes. I will be leaving them a negative feedback, stating what you have done on every consumer forum and website that will allow it. I need to warn people. I'm sure they will still get people buying from them. I will never do it again. And I need to do what I can, so others can avoid the hassle and the hoops that these guys make their customers go through, when they need a refund. If you will buy from them, at the very least use PayPal.

Awful customer service. Awful clothes. Awful experience. I purchased $700 worth of items. Would not recommend.

Would rate 0 if I could… not only did they send me a faulty item but they advised I order a new one and return the damaged one only for the second one to turn up more damaged that the original one.
Now I am unable to get my refunds of over £800 back for both items from this absolute scam of a company for weeks now.

AVOID AT ALL COSTS!

They are in breach of their own returns policy that is on their website yet they still fob me off with emails with pointless questions in order to bide more time and not comply or update me on anything at all.

How convenient they were just about to give me a refund once I contacted my credit card company to get my money back for me.

Customer Care HA! Scam artists.

I placed a high value order with SSENSE. The order delivery was sent via USPS for SSENSE to reduce their shipping cost.

I missed the delivery of my order and received a notice from USPS. Shortly after my package showed as delivered. I searched everywhere to no avail. So I contacted SSENSE.

Firstly it took SSENSE 8 days to even begin the process to search for the package.

The relevant department at SSENSE told me the result would depend upon the result of the claim.

Shortly after SSENSE contacted me stating that USPS has delivered the package and the claim has been closed.

I contacted USPS and was informed that package was not available to be located with no sufficient proof of delivery. So the shipper has been notified to start a claim.

So basically SSENSE lied that the claim was closed.

I went to the extent to even get a letter from the post office stating they have insufficient proof of delivery.

I also provided a surveillance footage of the USPS delivery agent leaving with the package.

Despite surmountable proof SSENSE declined to further comment. I placed many many people escalations request to no avail.

Finally I got my money back through my bank by filing a dispute.

I bought shoes from here when i got them they were tight so i called and told them its tight in the front i would like to return them and i told them i dont have the box and they said its ok so i returend them after a week i got i phone call that they cant take it its worn but i never did i explained but i went no where with them i would never buy again from them.

Placed an order for a Burberry scarf on 10/15. Order shipping label gets printed and gets stuck in same status for a week. I call to open a customer case and they cannot get an update from their internal shipping team for 36+ hours even though it is ALL THE SAME COMPANY. Zero updates to me for another week until I call them back. They supposedly escalate but no update for another 36 hours. I have to chase them down again.

Turns out it was a fault on their warehouse, but they need to do an "investigation" on their side and that can take anywhere from 2-4 weeks. So no refund, no item, no apologies. Finally, they cancel and refund my order over weeks of poor communication and SSENSE fault.

In this day and age, never have I received such poor customer service through a large eCommerce retailer. WOULD NOT RECOMMEND. STAY AWAY if you want a good customer/consumer experience.

This is the worst company I've ever had to deal with, I ordered their shoes, these shoes made it really uncomfortable, so I ask to return this, they send me email saying they can't take returns in my area because Covid was getting pretty serious so they added extra 30 days on my return (August 2021).
So when covid starts to die down, I return it and tells me you will receive your refund in 3-5 business days (I returned this in the first week of September) It's now second week of October, My parents asked me if you got your refund? So I check my bank account and I see I still haven't got it, So I email them and questing them why it's take 1 and half month to receive a refund, They tell me because your condition of the shoe, I thought these company could manage to find a way to make their customer happy? Well nope your wrong this isn't Nike or Addias, they tell me it's in aforementioned condition? I ask if I can get a exchange for it at least, they still tell me no, what type of company does this? I don't want the shoe back, I want my money that I worked hard for -Revist Tovi

I've been purchasing on this website for quite some time now. They are based in Canada and have super fast shipping via DHL. Prices are very reasonable, even though I purchase from the US. For the most part they have excellent customer service. I once had ordered two Fear of God hoodies and one of the sizes was wrong. The outside plastic showed a different size than the actual hoodie. I contacted SSENSE and they offered free returns and also gave me a promotional $15 off my next order.

If you get the damaged item and want to return it, make sure you have taken the pictures before shipping back the item. The return specialist just won't trust any word from you as their customer. After they refused to give u refund, you have to call multiple times to get your item back, and the return specialist Anna just stopping giving u any updates. Don't see how she is specialized in processing the returns, maybe better to place in the warehouse

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.

I bought two items from SSense that came to almost $1000. I came home one day to find an email saying my package had been delivered. But I never received the package. I launched a complaint and did everything they told me to do, including not launching a complaint to stop payment via my credit card company. A few weeks later I received an email from SSense saying they had completed their investigation and had decided the driver had delivered the package (to my apartment building lobby, or in a hallway perhaps) and thus they were declining my claim. I had included my buzzer number on my purchase and never did they buzz me. The buzzer rings on my cell phone and had someone buzzed me that day I would have indicated that I was not home and that they should leave the package at the FEDEX office which is mere steps from my apartment building. I was outraged to think that SSense delivers packages and does not care if they are delivered to the recipient. How did the driver gain entry to the building since clearly the driver did not buzz me to gain entry? Why would they not leave a note saying they tried to deliver but since no one was home, it was returned to the Fedex office for the customer to pick up. SSense then told me that once a claim was denied, the customer is out of luck, or in this case, out almost $1000. The guy on the phone just kept repeating that there was nothing he could do once a claim was denied and that SSense will not take phone calls or reopen files. Thus, my advice is NEVER to buy anything from this company unless you plan to sit a home and wait for your package to come since it appears they drop packages in buildings and don't bother to be sure the package is received by a person. Then they will merely tell you it is too bad but you are out whatever amount it was. Why would SSense not leave a note to say they had tried to deliver, found no one at home, and thus you need to claim your package at the Fedex office is beyond belief. I am out almost $1000 and apparently have no claim. An outrageous experience that cost dearly. Do yourself a favour and do not buy from this company!

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

Returned damaged shoes directly in box and wouldn't refund as item was on clearance. Terrible customer service and completely disrespectful

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.