SSENSEReviews 1,203

I got a pair of dr. Martens from Ssense, got seriously injured on my ankle after the first wear. I had to keep and band-aid on for two days to keep the wound from water. The boots only looks great, but it is too stiff for wearing. I called customer service to ask for a return. They had me send email communication with them. Every email response took two to three days each. And the result is: they can not let me return because it is the expected behavior of the boots (for a pair of 180 dollar boots? Are you kidding me). And now the boots are pretty much useless and only for display at home. And my wounds are still not recovered. If it is Nordstrom customer service, they would put the customer first, and Ssense doesn't really care, they just want to keep the money.

Please disregard all the negative reviews lol. They did get back to their customers, but it may takes some days depending on the urgency, as you also know they suddenly have like tons of complaints so they were super busy to solve those, I recommend that you guys don't just read review here, Read on SSENSE social media page and click on those negative comments and see those profile, most of them are shady fake profile. I'm glad that I gave them a go and I received my item in perfect condition :) They ship the next day after I placed the order even though it was weekend. Also I read that many orders got delayed in the past few weeks because Canada was on a strict lock down, which is understandable that they don't have enough man power. I think everything are back to normal now. Great website, great customer service, they way they reply my email was polite, pleasant, immaculate and very professional. Nina even went extra miles and provided extra information which is very useful in email. Great discount too. Just hope that they could offer free international shipping sometimes hahaha.

I've been ordering from them since 2018. NO ISSUES AT ALL! Fastest shipping I've EVER experienced on ANY clothing app! Will be ordering when soon xoxo

I ordered 2 items but received only 1. I sent 96 million emails- no one bothers to reply so everyday I'd do live chat abs they'd give basic information say they'll investigate. A month later they say the shipping team sent it and end of complaint. Now I'm out of pocket of £137 and they don't care. Disgusting communication and assistance. I wish I never took the risk.

UK PEOPLE: please be careful!

I'm so upset that having to chase up all the time and getting zero help.

They happy and busy taking orders but when it comes to helping people with order issues they delay responding. Scammers and fraudulent behaviour by a site that yes has followed and reputation etc. But also scammers! Oh I'm so upset I don't know if can do anything...

To the people who have been complimentary on here I really hope you've told the truth

Absolutely awful. After my package being lost they didn't even offer anything instead they just kept saying it is your fault you enter the wrong address. I end it up paying $900 for something I never received and this people at Sense didn't even offer anything. Just horrible that's not the way to treat your customers.

I haven't got any solution from this web like nothing zero. They just took the money for package that was stolen. At least offer something or come up with solution but NO nothing. I never experienced such a poor service where they don't care.

Got a Chloe Faye Mini Chain Bag. Arrived in 2 days. Went to the Chloe store to Authenticate it because of the many bad reviews here. But they told me it was legit. Super happy for my purse got it 40% off.

I buy a lot of designer, ssense is by far the quickest in terms of shipping and delivery, all products are carefully packed and real designer, and returns are extremely easy and hassle free!

First time customer, I placed an order for an Off-White bag. I read the reviews and wasn't sure if I should make the purchase. However, I am 100% satisfied and I will make more purchases in the future. The bag was recieved in about a week, busy time of the year. As well the bag was in an authentic marked dust pouch. The bag is beautiful and exactly as advertised. I got an awesome deal too, saved hundreds of dollars so I'm really happy with my purchase from SSENSE :)

Customer service is poor and it appears all of the staff is working from home. Several reps seem distracted and do not want to do their job. If you ask to speak to a manager they tell you that they don't have managers. I was also told that I can tell the customer service rep/security my complaint and they would forward my complaint. This online store is a joke and they make you jump through several hoops to be refund. Will not be shopping here again. There is a reason Nordstrom is still in business.

I have gotten 2 orders from ssense and I haven't had any problems with it. Authentic shoes and fast shipping. I have never had to return anything so I can't say if their returns are great, but I know that they are definitely not a scam website.

I ordered a gift for my fiancé last week and was told it would arrive within 2 business days.
I completely understand the time of year and could possibly expect delays. After one week It took me 3 phone calls to finally reach customer service once I was able to reach them the representative told me they would get back to me with details of course that Did not happen when I finally got a hold of customer service again I was told that the package could not be located so sorry. I'm upset because sorry isn't going to help the cause if I didn't do my own locating of my purchase no one would have helped me. Poor customer service poor response time bad management and yes they managed to ruin my holiday gift and make me look like an idiot. I suggest you shop somewhere more reliable if you want to receive your order without the headaches...

I ordered a pair of winter boots from Dr. Marten.
They were 30% off (wich is a miracle for Dr. Marten). I ordered them and paid 7.00$ for a faster shipping. Took 2 days and I received them. Love them, fit well and Ssense made me save 110$ overall!

I would give them 0 stars if I could. I ordered these White Leather Chuck Taylor All Star Lugged High Converse Sneakers and received them fast, however, that is the only good thing about my first order here. These shoes are 2 sizes too large, and they look like they've been worn. I sent pictures to the last person I spoke to. When I ordered this shoe, the first sizes listed were in US and not in UK. I even checked again online after I purchased the shoe to make sure I hadn't made a mistake. The first listed size is in US. I chose a size 9 US, but received a size 11US/9UK. Not only is this the wrong size, the shoes are also dirty and look as though they have been worn. I am incredibly disappointed that this is my first experience shopping with SSENSE. I have recently discovered this site and I was super excited because these shoes are sold out everywhere and I found them here. I desperately wanted these shoes by Christmas, and now, since the first few people I spoke to have been completely useless in helping me with this issue, I am STILL waiting on a shipping label to send these shoes back to get my money back. This is NOT what I expect from customer service especially when this is THEIR error and not mine. I find it completely insane that I was offered $25 to keep a dirty shoe that cost $95 including shipping, that's 2 sizes too large AND was offered 10% off of my next order when the current issue hasn't even been rectified and 0 attempts have been made to do so after I have clearly stated that all I want is a refund. I understand that it is Christmas time, but at this point, if a company is sending out dirty shoes that are the WRONG sizes, my issue needs to be a priority. I'd be careful ordering from them. I ordered these shoes on December 14th, and received them on December 19th.

I paid full price and received a refund at a sale price. What happened was I purchased two more after this item went on sale and returned the full price one. Once they received my return, they figured out a way to make this return as in a different order which I made later with a sale price and refunded me the sale price instead.
I suggest that you must keep every piece of evidence when you are communicating with SSENSE - email records, live chat screen shots, and record your phone call conversations with a camera and good audio.
Because I'm also experiencing that they let you request a return RA but NEVER send you one. In another way, not letting you return order that's eligible for return.
If you have similar experiences, don't just quietly swallow their mistreatment, report to Federal Trade Commission (https://reportfraud.ftc.gov/#/form/main)!

I couldn't get my return label and was blocked from customer service phone call and live chat until I wrote an email warning them that I can report this to FTC.

I would have given SSENSE at least 2 stars but the customer service is just HORRIBLE! The shipping was quick and efficient, but if you ever have to return anything prepare and brace yourself for the worse. I have been waiting almost a month to get a refund for an item I returned. My tracking from UPS said the company have received the package. Every time I call someone who barely speaks good English always saying we will reach out to the return department or the warehouse didn't scan the package as received just some BS excuse why they have not refunded my money. This has just become ridiculous. I wish I just could sue the company for pain and suffering at this point LOL! Do better SSENSE