SSENSEReviews 1,203

Really frustrating experience, sadly. I bought a £450 Issey Miyake Pleats Please dress, which didn't fit me - totally normal. However Ssense do not provide any support for shipping returns, I had to arrange it independently (v surprising and unlike my experience with LN-CC / Outnet / Reformation etc., where returns are organised by the shopping platform). I sent off a number of Track & Trace returns that week; and this is the only one that got lost somewhere in Canada! This has never happened to me before, and I am at a loss what to do - have literally just had £460 (inc shipping from SSENSE in the first place!) gone down the drain. The whole point of online shopping is that you can feel comfortable returning high value items like you would in a store! Will not be shopping at SSENSE again.

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've had a very bad experience with this brand I don't recommend it at all. I had Bought trainers and they sent me another size so I called for a refund and I send back the item only for them to not only blame me, lie about the refund and the customer service was probably the worst I've encountered. I didn't receive a refund until I opened a case with pay pal, if you do plan on buying from then just make sure that you use pay pal even the product it was fake :(

This is probably the worst customer service I've ever seen from an ecommerce website.
I bought a $120 USD sandal from them that didn't fit. I returned the merchandise to them without the cheap regular box that every single product comes with.

Because I returned the sandals without the cheap cardboard box, they are refusing to accept the return.

Insane how bad their customer service is, stay away!

Truly disgusting customer service, the brands they currently carry will not allow them to sell their products for much longer with these services standards.

Don't trust the pricing, check the price on the brands website, you may we'll find a better deal.
Pray you don't have to deal with customer service as they are rude and offensive.
Keep track of any cards you have saved with them they may take money not linked to your order then not even apologize when challenged about it.
You'll pay for shipping and returns even when item arrives used or damaged

Avoid them and shop elsewhere

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've order some converse in the wrong size and I wanted to return it. When I went to tye shipping company to make the process they told me that I did not have all the documents required to returned it. So I've communicate again with customer service and they still haven't sent me the only document required to make the return (this was on june 7 and it is june 21). They don't respond fast and they are useless.

I have been shopping at SSENSE since 2008, when it first opened,,!
There customer-service was good then and now it's at Platinum status!
NO OTHER RETAILER/ON LINE STORE COMES CLOSE!
A regular priced item ships with perfection as well as a sale price item ships at perfection!
Open 24 hours a day you're online shopping could not be easier I've never had any issues I have only great things to say about this whole company and their philosophy!
Thanks SSENSE

Their phone agent placed an order for me but their system generated a wrong order with my name is wrong and the agent did not know how come a different customer name show up on my order. As a result, I am not able to receive my order.

She corrected this error, however on the compromise that I had to use a different email address.

Later on, another agent was able to use my regular address but he put the incorrect customer name on the billing address though my name on the shipping address.

I found their service is super poor.

This company does not work to help solve issues the customer has. They claim to help resolve but do not

This company is a joke. I have to call almost every days as they never replied email and took them 4 Month to refund me return items. I have send more than 20 times the tracking number, who received/ signed it and so on but alway say we don't have it until open a claim with Paypal and finally 24h they found it. After 4 month I got my refund and received an email because I open a case with Paypal they will not accept any future order. What a Joke...

AVOID this company the parcel that I received was empty, sent them pictures and yet they refuse to investigate/show any evidence that they actually sent the item. They also refuse to take any responsibility and I would really hate for someone else to experience this so please use Saks or Holt Renfrew but not them as their customer service is appalling and unprofessional.

Earlier this week, I used the site to purchase a designer pursue for my fiancé. Immediately afterward, I realized the address auto populated on the Ssense website for another town approximately 30 mins away. Same exact street name and number, but different town/zip code. I contacted the shipping company CanadaPost to reroute. I was told the shipper Ssense needed to adjust the address. When I contacted Ssense they said there was nothing to be done and that my fiancé should go retrieve the package from the wrong address. I'm out of state and the package was headed to a rough neighborhood. I was horrified that my partner was being made to retrieve a $1,500 pursue from a porch in a bad neighborhood. I called many times and spoke to several people. I asked to be connected to a manager and never spoke to one (they'll call you back). Throughout this time CanadaPost kept telling me the package could be re-routed back to the shipper and resent. Changing the address was never an option since the company is Canadian and that is apparently illegal. I had no idea the package was coming from Canada and even still it could have been returned. We never received the package, so Ssense stole $1,500 dollars from me and treated me terribly along the way. Worst online shopping experience of my life.

Worst customer service I've received from a so-called "luxury goods seller". There is nothing luxury about this company, especially the customer service. I've had a huge problem with my order that was not resolved and instead of getting into what happened, I'd just like to let others know to take their business and money elsewhere. The regular customer service rep went back and forth with the supervisor relaying messages for me when he could've just directly transferred me to the supervisor like I asked when I initially made my call. After an hour I finally got hold of a supervisor who did nothing but apologize and repeat the same thing over and over again. I could get a Neiman Marcus supervisor faster on the line than I could with these people, total JOKE. Their customer service reps all sound like they are working from bed... I don't know who trains or hires these people. I don't even know why I'm so surprised, the rest of these reviews are just as bad!

Bought a pair of CDG Converse High the other week. They arrived surprisingly fast, only took three days but when I got them in hand I felt something was off with them, so I looked up a side-by-side comparison with a fake pair, and came to the conclusion that my pair was actually a fake. Not sure how often this happens on this site, it was my first time shopping there but I for sure will never do it again. Peace.

Do not order from ssense if you have never order before. I tried ordering shoes on March 12th and my order has been cancelled twice. They told me change the payment method so I did. Still cancelled my shoes. The verification process for payment methods is pure bull$#*! I would definitely not recommend anyone ordering anything from here. Especially if you need it as soon as possible.

They never asked for signature when you purchased items over $500. Parcel got lost and they will not refund the money.

It has now been over two weeks of this nightmare. I've didn't accept either shipment after my post carrier wanted to collect hundreds of dollars for VAT before giving me my packages. Although the site says free shipping 2-3 days. FAKE

1st oder $1900. 73
2nd order $917.13

The postmaster stopped delivering my mail to my residence 10 days ago because they stated that I needed to pay the $371.16 for VAT.

I had to pay this amount today to reinstate my mail service. This is absolutely awful customer service. I've been shopping with your company for years and spent thousand of dollars on merchandise and I've never experienced service like this before.

I don't have the merchandise, I haven't gotten my money back to my credit card nor reimbursement for the $371.16 I had to pay today. Don't advertise 2-3 free shipping if it isn't true.

Very dissatisfied

First of all, they advertise like the are a European or Uk business.
Then I had to pay £33 to return to Canada!
5-7 days for a refund? Numerous emails ignored or fobbed off. NOw nearly 3 weeks later and nothing.
AVOID

DONT BUY FROM THEM, YOU WILL REGRET

PayPal case: PP-D-*******
RA*******
They sent me wrong hoodie then asked me to return
They got the return on 19 Jan 2021 and said to refund in 5 working days; after that, no response from CS at all then here I am and push me to open case on PayPal and write another 1-star review. They brought me a lot of troubles, esp during pandemic and wasted me a lot of time.

I wanna know how many days I have to leave 1 star until they will finally refund me
SSENSE really deserve this. I can't understand why they are calling ssense when what they do doesn't make any senses!
1 STAR DAY 8