SSENSEReviews 1,203

In December 2019 I ordered a pair of shoes and glasses Which I've never received, I did get a tracking number and months later it says not delivered. I called SSENCE and they didn't give me any information Just told me to wait for it, i waited another week or so nothing with the tracking changed. I then disputed with pay pal i won the dispute and got a refund after a month or so later in which i still haven't received items( thank god i used Pay Pal). So now i decide to try them one more time cause i actually love looking at stuff on their site and they cancelled my ordered and said I couldn't shop with then due to shipping issues as if it was my fault or i did something wrong.

Do not order from SSENSE if you plan on making a return. I have bought many things from this site never having an issue until there was an item that didn't fit me. They claimed that my package got lost and was never received by the warehouse even though I provide via my tracking number it did. After over a month of fighting with them for my refund they finally did. I've read some other reviews that talked about the same issue. Order but be cautious when it comes to returning an expensive item they will claim it's lost.

Ssense has stellar customer service and a great selection. Their representatives are always fun to talk with. They have recently streamlined the returns process which makes everything that much easier.

The only problem you'll run into is having to pay duties fees, like I say in the headline, this isn't their fault. But their good about it, take a photo of your duties payment receipt and they will let you apply that amount to your next purchase (site credit). Also due to the customs check, byour package may be delayed a few days.

Would highly suggest, ssense is my to go to for clothing, shoes, etc. Their sales are always the best. Drain my wallet daddy

So I ordered a bag on their site 3 weeks ago and eventhough it cost more than 2000$, it only came with a dustbag. Yes a dustbag, no cards no box. Box I can understand but no cards are just stupid. Feel like they sent me a display bag. So I decided to return the bag. Took 2 weeks to be delivered which I can forgive because of Canada Post delay but now it has been more than 5 business days and no update on the return eventhough it had been delivered to them according to the tracking. I reached out to their chat supports, emails and phone calls. All I got was promises it will be processed but still nothing. What is going on with the company now? Sadly this experience will stop me from shopping with them in the near future and trust me I used to be their loyal customer because I want to support Canadian company. Now I feel like Farfetch and Mytheresa have much better service than Ssense.

Despite the horrible negative comments I have read for 3 days, I still decided to give ssense a shot since only they have the shoes I want to buy with such a steal price. Anxiety starts hitting me after I started the order. The next day came, when I tracked the other, it was already there, at the front of my door. Excellent packaging, excellent quality and super fast, the best online order I have ever experienced before. Recommend you guys give them a chance.

During COVID I ordered Nike bikeshorts from Ssense. Upon receipt I tried on the shorts and they gave me a rash so I sent them back to return. The tags were cut off but the item wasn't worn for more than a couple of minutes. Upon receiving the item they told me that they will issue me a refund, but deduct $18 as a mysterious restocking fee, which is basically half of the price of the shorts. When I asked why such a fee I got a very rude threatening email from a customer service representative telling me that this is all they would do and threaten to decline refunding me all together.

I will never buy from SSense ever again.

I have been hunting for a pack pack large enough to fit my laptop and Saint Laurent has a product sold under the product name "Giant City Backpack" which is 47 cm high (18,5 inches). As of now it only comes in canvas on the ysl website. Interestingly enough SSENSE is selling a product labelled "Giant City" in leather. After a week of back and forth emailing with SSENSE they confirm that the product is in fact the normal size and not the "Giant" I receive this email:

"Thank you for your feedback.
We will consider to update the product description if that was confusing you. We thank you for pointing out the issue.
With that being said, you may use the measurements provided in the previous email to help with your decision making.
I hope these measurement information helps, if you need further help, please let me know."

In my opinion this is not only a very strange response, everyone can make mistakes, but with this they now also confirm that they are stating false product information on purpose. I can only imagine the problems that can occur if you actually shop with them. Seeing the other reviews online this is a trend from them.

Placed an order on May 15th that costs more than 3000$ that was supposed to be delivered in 3 days, today is May 29th and I haven't received the package yet, tracking information hasn't been updated from 10 days ago which states that the package is still held in transit in Montreal, contacted the customer service several times to ask them to contact the courier to see what happened to the package they didn't take me seriously and after the 6th time contacting them they said we will file a claim that takes from 2-4 weeks to get completed, now i can't get the package or my money back until they resolve the issue with the courier, furthermore they threatened me that if i disputed the charge with my bank they will cancel the claim on their end, worst experience I ever had. They gave me a lot of stress dealing with the customer service and they are so rude. I admit they have a good collection of clothes, but believe me its not worth going through hard time like what i am experiencing right now. Here is the info regarding my order:

Order: **************
Order Date: May 15,2020
Total: $3783. 48 USD
Tracking: ET*******CA
Claim ticket # *******

Avoid at all cost! I shipped back 2 gucci belts in one box and the return was only processed for one belt. I emailed ssense multiple times and nothing was done on their end. They claim that they never received the second belt even though they were shipped back in the same package. When the belts came, there were no gucci boxes, just put into dust bags with lots of wrapping paper inside the shipping bag. I suspect when the belts were returned, the warehouse worker saw one dust bag/belt and didn't bother to look underneath the pile of wrapping papers to See that there is a second belt/dust bag inside the box. After almost a month of meaningless correspondence with their customer rep, I had to file a credit card dispute with my credit card company. Seems to be there is a lack of controls in place at their warehouse. There were so many yelp reviews from customers complaining about the same issues (fake items, lost returns, bad quality, pre owned sold as new). I personally work in the areas of risks and controls and I can definitely tell, from the massive amount of issues reported on yelp plus my own experience, that ssense warehouse controls are broken and cost so many missing items. Ssense then blames these control deficiencies onto the customers when it is suppose to be their own responsibilities. Avoid at all cost no matter how enticing their price may be.

Honestly I really don't understand all the negative comments. I purchased a lot of items from ssense and i also returned a bunch of them. Their customer service is one of the best and they always very helpful when i need something. The shipping is super fast and most of the times they offer free shipping also. Return refunds usually takes always 2 days after the item returns to the warehouse in my experience. I experienced a late refund but it was only because Canada Post took almost a month to deliver my package to Ssense. Once my item arrived they immediately send me a refund notification email. And after 2 days i had my money back. If you experience a delay on refund is probably because the item hasn't arrived to their warehouse or because your bank hasn't issued the return yet.