“I’ve been a loyal SSENSE customer since around the time of COVID. When I first started shopping on the website, everything was great. There were a few occasional logistics issues, but I understood they weren’t entirely SSENSE’s fault.
However, I’ve noticed a decline in customer service quality recently.
I ordered a Bottega Veneta bag worth over $2,000, but received a completely different color and model. When I contacted customer service, they asked me to check the code on the plastic packaging—but there was nothing there. While they did offer a free return, I was really disappointed by how carelessly such a high-value luxury order was handled. And by the time I tried to re-order, the bag was already sold out.
In another case, I returned an item using the return label provided, but SSENSE refused to issue a refund. They claimed they couldn’t find the return label history in their system or in the warehouse. Even after I provided proof and tracking showing the item was delivered, they told me to file a claim with my bank instead.
Honestly, it felt like a joke and a complete waste of time and effort.”
“I purchased a sale item that was further reduced the following day. They were difficult and refused to credit the price difference. I feel it is totally unacceptable !I reached out to their customer service several times, and sent proof of price decrease as they requested. They still would not adjust the price difference. It has been beyond frustrating to deal with them. I have been a long time customer and will not ever purchase from them again!!! As a boutique owner I always take care of my clients and do the right thing. Totally unacceptable. It was one day after my purchase in line that the price was reduced. Shame on ssense !”
“Most terrible customer service! I ordered JPG dress I received the dress with tags I’ve tried literally once and the shoulder part was not fitting my shoulders so I returned the dress within few days and within policy, I got an email with photos that it had a stain in the back and they were asking me if I wore it?! I literally tried once! I explained multiple times that I didn’t or notice any stain in the back at all that it can’t be my stain as I don’t even wear make up! I tried the dress ONCE and they don’t want to give me refund I am escalating this matter and I’m absolutely sure I will win because I NEVER WORE THE DRESS! Shame on you SSENSE.com! I will never shop your website again! This is a website that has return policy and I did NOTHING wrong! I will not recommend this website ever again!”
“Horrifically bad service - got a free shipping code and a 10% code in 2023 - to compensate for a failed order back then. Never got to use it because there was a worldwide meltdown in SSENSE's shipping services. Contacted them to get this extended and they point blank refused. I dealt with Kael and Rabby. Unbelievable how a company based in Canada can stand by such capricious and unfair consumer practices. Total joke of a 'luxury' retailer - feels cheap and dishonest.”
“I'm very disappointed in this company! I talked to customer service and she made it sound like it's easy to order. I placed an order, then they billed me a $1.69 to verify that my bank account was mine. Geez! Unfortunately I have to use a post office box for 5 years and pay $170 a
year because for 26 years my mail service has been really bad. I didn't get my mail all the time. so now I'm being
disciplined by your company because you have to send to a post office box.
Then they asked me all these personal questions, which is wrong just to place an order. No wonder people buy from Amazon.”
“TERRIBLE. i ordered moon boots off the app and they took my money very quickly then canceled my order hours later because of some mess about verification which could’ve been easily fixed. EVERY OTHER WEBSITE DOESN’T LET YOU SUBMIT PAYMENT WITHOUT PROPER VERIFICATION STEP TAKEN. and giving me the run around about my money. all the customer service reps are saying it takes 5 business days (this is actually the 6th business day) then they send me a receipt that says it takes up to 10 business days. i’ll never order anything else from them again and i advise everyone planning to shop with them to not do it. it’s INSANE how much you have to go through when you’re spending 210 of your own dollars and customer service is unhelpful! and yes i am an american shopper.”
“After reading these reviews I cannot believe the same thing has happened to me with returning. I ordered an XS dress and it couldn’t even fit over my bum so I ordered a size S straight away and then processed the return of the XS… well of course the email followed that it’s been worn and has marks on and smells of perfume, bare in mind this dress DID NOT EVEN FIT OVER MY BUM. Wish I would have seen the reviews before hand as now they are sending me back an XS dress that cost me £500 that does not fit !!! Absolute scammers 🤮 customer service by email is dreadful u would never dream of ordering from these everrrrrr agin”
“BEWARE YOU COULD BE SENT BACK A RETURN & CHARGED FOR AN ITEM THAT SOMEONE ELSE OWNED B4 U!! I’ve been shopping on SSENSE for years, but this experience has been incredibly disappointing. I bought a $600 dress, decided it wasn’t worth the price, and returned it after barely looking at it for a few seconds. Now they’re claiming I wore it and sent me a picture of a heavily stained dress. I had no idea the dress even had stains—if I had noticed, I would’ve immediately called customer service. I strongly believe the dress was previously worn, returned, and not properly inspected before being sold to me. They know someone owned this before me, I’m sure they have paper trail of it. But no one will admit an oversight and now they believe it was me. No one wants to put their guard down to say hmm maybe just maybe the person who ship this back before her did it.”
“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.”
“Ship my order to somewhere else the delivery Guy took a picture of a House who wasnt mine and Because of the tracking number saying delivered not Even PayPal FedEx and worst ssense would refund me they treated me like a thief and after all I receive nothing lodt my money lost 1 month in discussion with ssense they agree to refund me but they never did i will not recommend this greedy cheap company i wouldnt wish it to happen to anybody AVOID !!! Warning !!!!”
“I was a VERY loyal and frequent customer until they denied me a perfectly in great condition pair of shoes that I bought for my son for his Xmas and they were too small for him. They didn’t refund me because it was not in a secondary box !!! I always thought they had great Curtomer service but the experience was ruined for me. Very disappointed”
“I ordered a pair of sneakers which are considered luxury items. The sneakers are faulty but SSENSE insinuated that I didn’t take care of them, that luxury items need extra care. Took no responsibility at all and quite frustrating to deal with. Will never purchase with SSENSE again.”
“Ssense checkout allows for PO Boxes to be enetered as shipping address however they DO NOT ship to PO Boxes
Not only did the one gift I chose not arrive for holiday, the company charged me return shipping & handling fee
The live help assistant assured me the package was delivered. The package was delivered back to their facility not me.
Highly disappointed & DO NOT recommend this company”
“I had an item in my cart that was 40% off. I left the website for less than an hour and the price had gone way up. I contacted the live chat and their response was this:
During sale periods, items can be subjected to markdowns or fluctuations anytime which is what happened on the item you were checking.
While we are no longer able to match the price from the previous sale price that you saw, I highly recommend that you keep an eye on the item as it can also receive a further markdown during the sale period.
In all my years online shopping I have never seen something so ridiculous. It seems as though they are using surge price or something. Just wanted to warn others that if you want to buy something from this awful company, don't wait I guess. I certainly won’t be buying from them ever again.”
“If I could I wouldn’t even give them 1 star. Absolutely shocking service. Was told by FedEx my order was delivered and signed for in my name, however this is impossible as I was at work. We cannot locate the delivery and customer service are not responding!!! The item I ordered was expensive and not even sure if I’m going to be refunded!”
“this was literally the worst experience ever. I ordered a necklace and paid additional 20 pounds to be delivered within 1 to 2 days, the delivery instead took 10 days. Upon knowing that the delivery is delayed I tried about six times to redirect my package however for a whole week the only replies that I got were :" We contacted the logistics team". Now they try to convince me that the package was signed by someone of my name even though I am not residing at the address for the past two days. ABSOLUTELY TERRIBLE !”
