“SSENSE sent me the wrong item that was obviously used (smelled of cigarette smoke and several hundred dollars less expensive than the item i purchased). They requested I return the item via prepaid shipping label from UPS. This return did not have insurance or the option to add it. A few days after carefully packing the item and dropping it off at my UPS store, I was sent an email from SSENSE that the box was returned empty.
Since there was no insurance and the item was lost during transit. Their internal investigation found no fault on their end and I was left with the burden of $500 for the price of the original item I ordered (not discounted for the wrong item sent).
If you’re fine gambling with incorrect/used products and a non-insured return process where the company blames long time customer, then shop with SSENSE.”
“Their customer service is horrible. If you ever have to deal with a faulty product, they will not help you. They have admitted to me that they will not follow the warranty that is explicitly stated. am going to have to file a complaint with Pay Pal, the Canadian government and maybe even small claims court. Absolutely do not shop here no matter what. Their business practices are extremely shameful for any business, let alone a luXury one. I dropped a picture of them literally admitting to not following the warranty available somehow?”
“I placed an order with SSENSE online. Within minutes, I received the order confirmation, and a few days later, the tracking number. The package was shipped with FedEx, but SSENSE did not provide any details regarding the contents.
The driver simply left the package on the street and drove off. To this day, the package is missing. According to SSENSE’s terms, a personal handover with a signature is required – which did not happen. Yet SSENSE claims the package was delivered and refuses to take any further action.
No package, no order, no money, and no response from SSENSE. The customer service is friendly, but they are unwilling to resolve the issue. Truly disappointing.”
“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.”
“Total SCAM company. Please be advised that they will steal your money. I ordered mens’s Versace loafers to get damaged and used loafers (same shoes). The same day I got the order and discovered all the damages on the shoes, I immediately contacted them to report and also printed out a shipping label for a return. They lied to me later claiming that they sent me brand new Versace shoes and blamed me for the damages mind you! Even though they could see the timestamp of when the shoes were delivered vs the time I first contacted them. I lost $600 on that purchase because they scammed me out of my money. I see how they are committing fraud based on not only my experience, but that of so many other customers by either sending damaged items and blaming it on the customers and not refunding them, or they intentionally send totally different item to then claim that they send the correct ones. Also, my friend got a leggings with a hole in it, sense also blamed it on her when she returned it although she never even tried it on due to the fabric which she didn’t like so didn’t even bother trying it on. They are so dumb that they rather screw a customer once and lose the customer forever rather than conduct honest business and expand its customer base. I don’t see how they will keep their customers around with such shady behavior of committing scams.”
“SSENSE is the absolute worse company to purchase merchandise from. I purchased a Christian Louboutin backpack and was sent a cheap velour Versace backpack. I didn't think much of it and contacted them to let them know about the mistake. They gave me the run around and ultimately charged my credit card. I am so upset. I disputed through my credit card but somehow they upheld the charges. Do not purchase from this horrible company.”
“My purchase didn't arrive. Ssense claim that Fedex delivered it (this is entirely untrue) and now say that the case is closed (as if they can decide that unilaterally). Ssense owe me 575 Euros, and I'm now claiming through credit card chargeback.
Avoid these scammers.”
“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.”
“This company totally a fraud ordered shirt and they sent me different shirt sent shirt back to them and they have not refunded my funds to me giving me run around DONT BUY FROM THEM FRAUD”
“So happy with my purchase! I bought some super nice rollerblades at 62% off and they arrived promptly three days later. Skates came in perfect condition, brand new. Glad I ignored the negative reviews!”
“Repeat Customer..Had delivery problems..all companys Should have option for non signage option.. FINALLY got package..WRONG dress!! Completely wrong dress...wrong color..wrong design...Unbelievable....Now do I have to wait for a refund?? Let's see”
“I've been a regular customer from ssense., never had a mistake even once, so lucky me that's y always love to shop their luxury items, even my cc was error n I couldn't purchase item, the cs immediately has solution ..keep going ssense”
“Was totally dubious about making a purchase from SSENSE. Had not heard of them. Reviews were mixed, leaning negative, but then again, most people who leave reviews want to complain, and positive reviews we never trust. I took the leap after I saw the item I want during a random search for the brand/style wanted. Used the chat function to see about size, and this feature worked well. Finally, bit the bullet and ordered. Item came exactly when it was suppose to, literally, ordered Monday morning and it came Thursday. Item exactly as expected. I had ordered this same brand/style/size from another vendor in another color, but preferred the color Ssense had, so held onto the other vendor purchase. Totally same designer, same everything. Bottom line: legit site, at least in this instance, good service and would do it again. Hope I am not alone!!”
“Imagine my surprise and disappointment. I ordered some shoes from SSENSE - a $207 pair of MARSÈLL derbys, and a $76 pair of adidas Stan Smiths. The MARSÈLL shoes are great! The Stan Smiths are a little small, so I return them right away.
Upon receipt of the returned shoes, SSENSE claims that the box - not the shoes, mind you - is “damaged” in shipping - and sends photos of a truly comical and impossibly unbelievable amount of damage from just shipping - and refuses to refund the shoes. Frustrated as a long-time SSENSE customer, and getting no where with unfriendly customer “security “ (not support) I had resolved to sell the shoes on a third party app and vowed never again to shop at a store with such customer-unfriendly policies.
With no provocation - I don’t myself abide by SSENSE’s shady policies and never would refuse an expected delivery - SSENSE threatens:
“Please note that should you refuse its delivery, or should it get back to us, we will be discarding it without a refund upon reception”
What a truly trashy line from a truly trashy company that values its products as little as it values its customers. If there is the slightest chance you will need to return a future SSENSE purchase, do yourself a favour: buy it on Amazon instead.”
“Worst experience in online shopping I’ve had. I do most my shopping online but never experienced bad service such as on SSENSE, will never use again. You will never be able to speak w/a manager to get clarification if a problem occurs at their fault, never get an email from the same agent and no one communicates w/another within the company, very frustrating. After over a week having the charge on my cc and no tracking forthcoming, SSENSE cancelled the order w/o explanation, only crediting my cc w/part of the original charge! Use Farfetched, YOOX, Mr.Poster, even TRR or Vestiaire if desperate, SSENSE was a total waste of my time!”
“I’ve placed an online order for an APC bag on 6/30/2024. I’ve received a $50 plastic slides instead of an APC grace baguette bag!! today is 7/22/2024, i haven’t heard any explanation or update from customer service regarding the issue! THIS LEVEL OF SERVICE IS UNACCEPTABLE!”
“Really disappointed with my SSENSE experience. Their security team took ages to respond, and I found out you can't ship to an address different from your card - super inconvenient for sending gifts.
Spent about two hours on their support chat trying to figure things out. The agents seemed to only use pre-written responses, which wasn't helpful at all. It felt like they weren't really listening to my problem.
In the end, I had to cancel my order and repurchase with express shipping, costing me an extra $13. Now the gift's going to be late. Not cool, especially for a present (That I ordered with more than enough time to take advantage of the free standard shipping).
It really seems like SSENSE prioritizes their policies over customer satisfaction. After this present ships, I'll never shop here again after this hassle. If you're considering ordering from them, maybe think twice. (Order 25913975213142)”
