SSENSEReviews 1,201

Ordered received from SSENSE with an empty product box. I ordered a $420 Givenchy belt which I did not get. It's sold out many places so I ordered another belt from SSENSE which I got thinking I would be refunded for the first belt and I haven't. Companies are required to declare the item value of the shipment with FedEx in case of lost or stolen items and they did not so I can't get my money back from FedEx as well. It's disgusting that a consumer losses money and a company not do what they can to help. If SSENSE declared the value of the product upon shipping as they were supposed to I wouldn't be out $420.

NEVER ORDER FROM SSENSE IF YOUR FROM THE UK. Ordered from their site in October never received the parcel and have not received a refund all they do is send emails to say they are waiting for an update from fed ex! They robbed me.

I'm extremely dissatisfied with how this situation has been handled. After submitting all the necessary information and sending emails with the support back and forth, my order was still canceled without any clarification. This process has been a complete inconvenience. This kind of service is frustrating and unacceptable. I will never shop at SSENSE again. Thanks for nothing.

Terrible experience! Paid extra for expedited delivery to ensure my order arrived by a specific date, but it was shipped late and missed the deadline completely. Customer service ignored all my emails. Never pay for expedited shipping—they are scammers who lie, take your money, and don't deliver on their promises. Unreliable and unprofessional—don't waste your money here.

I purchased a pair of pants. Once I received them, I tried them on the same day and requested a return as they were too small. I packed the pants exactly as I received them. A few days later, I received an email stating that the pants were damaged. I was shocked to receive this email because I did not wear the pants or leave them unpacked. From the pictures they sent me, it was difficult to discern the supposed damages, which leads me to believe that they were sent to me in that condition. I attempted to communicate with their customer service, but they have refused to respond to my phone calls or emails requesting a callback. The customer service I received was condescending and unprofessional. As someone who has spent thousands of dollars on merchandise from SSENSE, this experience feels like a significant betrayal and has prompted me to reconsider my future purchases from this retailer.

Ordered an $800 designer belt and it arrived in nothing but a kitchen ziplock bag thrown into a battered cardboard shipping box. Contacted their customer service to complain and received an extremely rude, argumentative, and deflective reply saying they were doing it for environmental and sustainability purposes. You guys are full of BS if you think you can convince anyone your idea of environmental packaging is by using PLASTIC ziplock bags. Let's not try to act like there aren't thousands of brands who have adopted sustainable and environmentally friendly packaging options. You guys just want to cut corners and save a few bucks on packaging all the while blaming the designers "for how they shipped it to you" as if there aren't tons of other luxury outlets that offer their own in-house packaging (I can think of 5 just in Canada). Don't market yourselves as a luxury company when you offer such a terrible buying experience and horrific customer service.

Designer label hat arrived with brown box. It feels that this is cheap item and bought from small market.
I have contacted SSense customer service and they just blaim the provider as they shipped and packaged this item.
However, i could see 2 SSense stickers on astic bag and hat label tag. So not sure if provider printed SSense stickers.
Also SSense customer service mentioned that certain items may not come with their complete packaging to help reduce shipping weight, but this does not affect the authenticity or quality of the product.
What is a joke.
They are not providing any helps and offereing any solutions. Not professional shop. Do not bu anything from this shop.

I had an incredibly frustrating and disappointing experience with SSENSE that I feel compelled to share. I returned an order using the exact same packaging that was sent to me, only to receive a message from SSENSE stating that the shoe box was damaged when it arrived. They informed me that if I couldn't provide a photo of before shipping condition of the shoe box, I would be held responsible for the damage, and they would not accept my return.

There was no investigation into who caused this damage, nor was there any assurance that the return center or the shipping company they chose (unfortunately they use USPS in US, which is known for its poor quality service) handled my returns safely. SSENSE simply ignored these crucial aspects, leaving me to bear the consequences without any accountability on their part. As a customer, I should not be held responsible for the shortcomings of the shipping provider selected by SSENSE. Despite this, SSENSE insists on shipping the damaged shoes back to me and is even threatening that if I refuse to accept the delivery, I won't receive any refund thereafter.

When I asked them to clarify their policy regarding the responsibility for lost or damaged items during a shipment back to me, they simply started ignoring my questions. The lack of communication and transparency is beyond unacceptable. SSENSE is shifting blame and avoiding responsibility, damaging its brand with dishonest and unreliable service.

I want people to be aware that this is not a trustworthy merchant. You run the risk of not getting your money back because they reserve the right to explain—or not explain—their policies as they see fit. This entire experience has left me with no confidence in SSENSE, and I strongly advise others to think twice before shopping with them.

If you do decide to shop with SSENSE, please be sure to take photos of the product you receive and the condition of the product you're about to return. It's a pain, but it's the only way to protect yourself from their unfair practices.

The absolute worst online shopping experience I've had. SSENSE.com will charge your cc, fail to send purchase for over a week, send emails from consistently different agents, never allowing you to speak w/manager and not communicating w/anyone in the company what is going on. After over a week, cancelling w/o a full refund, deplorable service! Use Farfetch, Mr Porter, YOOX and if desperate, TheRealReal, Vestiaire or Grailed before waiting your time on Ssense.com

Punch of lying thieves. I paid $42 for express shipping 5-7 days they said, i ordered on March 7th still till this day order status is pending. I have been back and forh with their useless customer service the don't even know where's the order at this point. I asked for refund they said i have to wait till they get back the item, asked how long they do know. I filed a dispute after waiting 3 weeks for them to refund my $153 they provided my back with false information ( tracking number that ind order was delivered). Of course my back closed the dispute in their favor and i had to call and escalate it. Still waiting the result

Horrible experience purchasing at SSENSE. I made a purchase and my old address was on file from a previous purchase, I immediately noticed and contacted ssense customer service regarding the incorrect address. I spoke to multiple reps via email and phone call in which they assured me the order would be re routed to the correct shipping address. The order was never re routed and delivered to the incorrect address ( Mind you, the order didn't ship until about 4 days after this communication) I then contacted ssense to help me with this issue and their response was " dispute it with your payment method" in which I did and while there was communication with ssense, they lied to while disputing the claim in their end and said they had not had any communication from the buyer. They refuse to take responsibility for a mistake they did, horrible and unprofessional service, Do not buy from this establishment.

If possible, please avoid these vultures, buy from some reputable site. Because if you do not like the item and try to return, no matter what their return policy says, you'll receive nothing.
Never again!

I placed an order on 1/15. Fifteen days later it is still "processing" and has not shipped. After inquiring, on 1/23, customer service sent me an email saying it would ship no later than 1/22. They have no idea what is going on and will say anything to string you along. Yesterday, I cancelled the order. I have the feeling that I am in for a long fight to get my refund.

Big scam they take people money they they do not deliver merchandise. Do not order from this web site.

Looks like I'm not the only one who has returned an item and SSENSE is refusing to refund and the customer service is terrible keep redirected me to file a claim with my bank without even investigating. These are warning signs as looking at other reviews it's been happening lately.I have been purchasing from SSENSE for a decade up but will never again as they have changed the customer service call center is in Philippines and they have no ideas of how to help you can't transfer you to any supervisor or manager cannot assist and they have it scripted to just redirect you to the finnancial institution. Terrible! Stay way I would be surprise if they file bankruptcy soon

Absolutely diabolical and shambolic service from the security team that deals with refunds, they disregard your email completely and don't answer your question so they are completely unhelpful, on top of that blunt and cold responses. They need further training on how to talk to customers. The actual customer service team were friendly and helpful but the security team should go back on probation.

Bought a few items from Ssense for Christmas and one of the items didn't fit so I made a request to return the item and received RA******* but the return label never arrived in my inbox. Messaged Ssense several times and even offered to pay the shipping myself but needed the correct address to mail returns to ensure they would process my refund, NO returned messages.

Have filed a BBB complaint. Buyer beware!

Worst company ever.
I purchased almost $1000 Thom Brown sweater from SSENSE and they sent me a pants, different brand, almost three weeks ago.
I requested refund via email as I can't return the wrong item.I provided picture of wrong item that I received from them and
They said it will take 5 business day for me to get it refunded but it's been three weeks and still no reply.

Update:
I finally got refunded but please be aware that to solve this issue I called SSENSE almost 10 times and finally last person from customer service was able to send me the return label. Previous customer service personnels all keep saying there is other department who handle this and did not give me any solution. Another shocking fact was that when I speak to last customer service, she said my case was closed, so if I did not call again I would never get it returned and refunded. If you are willing to waste your time on calling customer service and wait for almost a month if you happen to get wrong item, you can buy from here. Even if they have good collection, I will never buy again, with this horrible customer service.

If you are outside Canada beware
They charged taxes on my order then after delivery I received another bill from fed ex for taxes. When you look at the customs slip they filled out for border patrol they did not include the taxes (over $170) they already charged me so thus the additional taxation from fed ex. I should have never ordered from this company and should have just purchased from a US based store as it did not end of being "cheaper" although when you purchase you think it is.